Product Complaint
Introduction
At workplace, have you ever received complaints from patients that:
- The new MDI canister is empty?
- The new generic brand of a drug is not as effective as the old generic brand?
- The colour or appearance of a drug is different from usual?
- An eye drop or nasal spray delivers less doses than usual?
Types of Product Complaints
Registered pharmaceutical product
- Complaint Form for Registered Product with the Drug Control Authority
- Report on Suspected Adverse Drug Reactions
Medical device
Unregistered pharmaceutical product
- Formal complaint letter to Pharmacy Practice & Development Division, Ministry of Health
Others
- Formal complaint letter to supplier
Public
Product complaints can be made through telephone calls, emails, letters and by personally meeting the officer in the Pharmacy Enforcement Division office or the state branches
- The contact information can be found here.
Key Message
Often, a single complaint may not make a huge change. However, but if it is the same drug complaint from multiple institutions, a thorough investigation will be taken place. Hence, don't hesitate to make a drug complaint.
- A distinction should be made between complaints related to the quality of the products/cosmetics and those related to distribution.
Summary
Once, a senior pharmacist asked me a very thoughtful question: other than complaining on the current situation, what actions have you taken to improve it?
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