Chapter 13 Complaints and Recalls
Article 70
Cosmetics manufacturer shall review, investigate and follow-up on, as appropriate when handling product complaints.
Article 71
Cosmetics manufacturer shall handle product complaints according to the following regulations:
1. To assign authorized personnel to handle complaints.
2. The handling of complaints and all the detailed shall be recorded and preserved.
3. Appropriate follow-up on the concerning batch shall be completed.
4. The investigation and follow-up of the complaints shall include:
(1) Measures to be taken to prevent any recurrence of defect.
(2) To check other batch of the products to ensure whether if they are affected.
5. The amount and content of complaints shall be reviewed periodically, to ensure for trends or recurrence of defect.
Article 72
When there is contracting for cosmetics manufacturing, the manufacturer and contract acceptor shall handle the complaints under the established contracts or agreements and not to violate the regulations of the previous 2 articles.
Article 73
Recall of the products shall be regulated as follows:
1. Appropriate measures shall be taken and to enforce the correction according to these regulations.
2. The responsible personnel shall negotiate the recall process.
3. The operation of the product recall shall be initiated promptly and in a timely manner.
4. The related authorities shall be notified of recalls which might cause the impact of consumer safety.
5. The recalled products shall be identified and stored in a safe area.
6. The product recall process shall be reviewed and evaluated periodically.