In case of non-conformance or failures (e. g. to the mutually agreed Purchase Specifications and/or drawings) of the products OSRAM Opto Semiconductors will inform the Supplier by sending a Letter of Complaint.

The Supplier shall confirm receipt of the Letter of Complaint within 2 calendar days (A-report). In case OSRAM Opto Semiconductors intends to reject parts for credit, replacement of rework, the Supplier shall provide a RMA (return material authorization) number, too.
An interim report (B-report) shall be received within 7 calendar days and shall contain:

• Confirmation of non-conformance / mistake's proof
  
• Notification about all shipments which might be affected by the same or similar problem
  
• Immediate actions taken by the Supplier to clear the defective parts from his warehouses
  
• Immediate actions at the Supplier's outgoing inspection to prevent future shipments of defective parts
  
• Analysis results
  
• Risk assessment
  
• Planned corrective actions with implementation schedule.

This complaint procedure shall be completed with the Problem Solving Report (C-report) to be received within 14 calendar days and shall contain the following items in addition to the items mentioned in the interims report:

• Analysis results
  
• Root cause identification
  
• Corrective action and date of implementation
  
• Revised Risk assessment
  
• Verification results of corrective actions
  
• Preventive actions.
  
• Possible deployment of corrective actions for similar products.

Urgent Complaints
If a complaint is indicated as "urgent", the report, including containment action shall be submitted within 1 calender day and the complete problem solving report shall be submitted within 7 calender days.