Before notifying the customer, match the incident record to shipment, product and batch. Verify delivery, loading, alarm and review times against source records.
State briefly what happened, which load is involved, where it is and what action has been taken. Identify the measuring device, sensor location and period covered by the record.
Clearly distinguish data gaps, measurement uncertainty and information not yet reviewed. Do not present an estimated time as verified or a chart reading as the product-core condition.
If no product release, use or disposal decision has been made, say so and identify the quality owner reviewing it. Give the customer an owner and expected time for the next update.
Verify notice channel, timing and required attachments from the contract or customer procedure. Retain the sent message, attachments and replies in the incident file.
