MLF Customer Service Portal: General Complaint
The Customer Service Portal is designed for Co-Manufacturers, HoldCos, Managers and Quality Assurance employees to access and handle cases assigned by Customer Service.
Accessing a General Complaint via the Portal:
- STEP 1: When a case is assigned to you and/or your location, your QA coordinator will receive an alert. You will be notified of case assignment via email. Review the email details and decide
if you will handle the case via the Portal or you can forward to your manager. You will have five (5) business days to respond. If you need an extension, reply and request to Customer Service.
- STEP 2: To sign into your account, click Sign in
- STEP 3: Use your email and password to gain access.
- Step 4: Fill or update your Profile.
- Step 5: Based on email details from Customer Service, Click on the Call ID (Case Number) assigned to you.
- Or you can open a New Case, filling in relevant information, and click Submit to forward to Customer Service.
NOTE: This should only be done for a Non-Compliance Report (NCR) or an EVP Complaint.
- Step 6: Review Case Details, choose to Accept or Reject, and identify if the investigation is completed.
- Add a note or a picture in the Timeline if available or applicable.
- Step 7: With foreign materials involved, fill in the appropriate sections, and Update the case. Customer Service will finish the case process.
NOTE: If Customer Service finds missing or incomplete information, you will be contacted again via this portal.
- If you require assistance, choose from the Get Help menu. The Browse the KB button leads you to informative Knowledge Base articles.