This article defines the data collection obligations associated with burn quality complaints and the procedures for escalating batch-level quality concerns to the Pure Sun Farms quality assurance team. Complaint records serve both a customer resolution function and a product quality monitoring function under this policy.

Purpose of Quality Data Collection

Burn quality complaint records are a primary source of quality assurance data for Pure Sun Farms' manufacturing and production teams. The information collected through complaint intake enables the quality team to:

•  Identify defective or underperforming production batches by lot number

•  Assess whether quality failures are isolated incidents or systemic patterns

•  Initiate corrective action on production runs that exceed complaint thresholds

•  Maintain records required for regulatory compliance and internal auditing

Mandatory Case Record Fields

All burn quality complaint cases must be recorded with the following information in addition to the five standard intake fields:

•  Burn issue category as reported by the customer (e.g., canoeing, harsh smoke, poor draw)

•  Product name and variant, where provided by the customer

•  Number of units affected, where the customer has indicated this

•  Date complaint was received and date resolution was issued

Batch Escalation Threshold

When three or more burn quality complaints referencing the same lot number are received within any rolling 30-day period, a batch escalation alert must be triggered. The agent handling the third qualifying complaint is responsible for flagging the pattern in the case management system and notifying the quality assurance team.

Customer Communication Regarding Quality Feedback

Agents may inform customers that their feedback has been shared with the quality team. Agents must not make specific representations about what corrective action will be taken, as production decisions are made exclusively by the quality assurance and manufacturing teams.