Steps and procedures to be followed when submitting a Claim. 


                        FLOWCHART

Folows a detailed Manual.
 

OBJECTIVE:

This Manual is designed to inform our customers of the necessary steps and procedures to be followed when submitting a Claim. Through this Manual we expect to help our customers to understand and follow the Claiming Process and to process the claim in the most effective way. The complaints will be continuously monitored and used to improve the products and services we provide. We rely on customers to improve our Manual and all suggestions and comments will be appreciated.

It is important to emphasize that our products are equal or better to what is demanded by the International Rules [ISO, NEMA, Etc.]

CLAIMS DEFINITION
TECHNICAL	ADMINISTRATIVE	TRANSPORTATION
dissatisfaction related to product quality, performance and non-conformity	differences between what was requested and what was received considering products, packaging, conditions and services	damages caused to the product due to inappropriate transportation in a CIF sale condition

THE STEPS TO BE FOLLOWED

TECHNICAL CLAIM

Please send us through e-mail the following: - Formiline Purchase Order Number - Detailed description of the: damage, non-conformity or underperformance - Quantity of laminates relating to the claiming - Laminates Identification No. on the back of the sheets

Formiline Analysis Of The Claim

- The information received will be analyzed by the R&D Department (Industrial Manager, Laboratory, Quality Department)

- Within 5 working days we will request you: - Sheets or Samples that must follow the instructions of Formiline R&D Department related to the size, quantity, method, etc and/or - Additional information to be analyzed

ADMINISTRATIVE CLAIM

Please send us through e-mail the following: - Formiline Purchase Order Number - Detailed description of the non-conformity - Quantity of laminates relating to the claiming

Formiline Analysis Of The Claim

- The information received will be analyzed by the Export Service Excellence Manager

- Within 5 working days we will: - Request you additional information to be analyzed or - Report you the analysis conclusion in case there is no need of additional information

TRANSPORTATION CLAIM

In case of damages caused due to inappropriate transportation, in a sale under CIF conditions the Customer must necessarily, “BEFORE” removing the cargo from the warehouse at the Port/Airport of discharge: 1) - Report the fact to the Average Adjuster which is the a representative of the Insurance Company. * Please check in the Insurance Certificate, on the first page, the means for contacting the Average Adjuster in your country. This information is in the 3rd. item of the “Remarks”, at the bottom of the page. See the picture below. 2) – Notify in writing, at once, the Carrier and the Responsible Entity that detains the guard or custody of the cargo, summoning them for a joint survey to be held within 72 hours, as of the date of the notification and make them immediately liable for the losses, to the extent that they are found. 3) – Read the instruction on the second page of the Insurance Certificate in order to preserve the right to a possible indemnity for losses and damages. 4) – Inform also Formiline about the loss and damages and we will follow up the Insurance Company office in Brazil. This will help to speed up the process.

Important: The Insurance Certificate is provided together with the other shipping documents as the BL, Invoice, Packing List, etc.

5. CONCLUSION

- The Claiming will be considered VALID or NON VALID after analyzing the requested samples and all information provided.

- A Report will be sent to the customer within 5 working days after receiving the requested samples and information unless the necessary analysis required more time. In this situation the customer will be informed on the additional days required for investigation.

6. COMPENSATION FOR CLAIMINGS CONSIDERED VALID

- Formiline is seriously committed to the quality of its products and has as principle to compensate when do not meet the International Norms. - Compensation will be provided in the form of products or credit in a next Purchase Order of the customer.

7. CLAIMINGS CONSIDERED NON VALID

- The customer will be reported on the Formiline conclusion. - Important: According to our experience, some technical complaints originated not from the underperformance of our product, but in fact, from the lack of know how during the product application. - If neither party reaches an agreement, the claim will be brought up for an arbitration procedure in a neutral country.