SOCAP International

Washington, DC Chapter - Consumer Complaints Management Workshop at GMA

September 28, 2017

Regardless of your industry, the management of consumer complaints remains one of the most important functions of the Customer Care Department. You and your team are the single most connected link between the consumer and your brand. As such, you must maintain a careful balance between resolving customer concerns, accurately identifying and documenting critical issues and trends while simultaneously complying with regulatory guidelines and mitigating risk for your organization. That’s quite a juggling act!

If your team supports consumer products regulated by the FDA, USDA and CPSC, you won’t want to miss this event! SOCAP’s Washington DC Chapter is pleased to bring together these subject matter experts from RQA , Inc., GMA and Astute Solutions to help you explore and understand the strategies, tactics and tools that can help you keep your complaint handling balance.

Mary Ann Platt, Executive VP of RQA, Inc. will provide us with a foundational and comprehensive overview of Consumer Product Complaints Management including but not limited to:

  • Regulatory compliance
  • Documentation - tracking & investigation of foreign material claims
  • Sample testing, chain of custody & storage

Whenever complaints are in the equation, companies have a need to seek closure on a timely basis. Government agencies have more direct and immediate access than ever before, so it’s important to know the steps necessary to ensure compliance and to be well informed and prepared in the event of an investigation.

Brian Giannini, VP of Business Development for RQA will demonstrate the CRG tool – RQA’s Consumer Complaint Retrieval & Food Forensic Testing System.

Doug Rippy, VP of Business Development & Rhett Parsons, Director of Consumer Relations Applications of Astute Solutions will illustrate - using real case examples - how to effectively identify thresholds and the importance of normalizing your data.

After lunch Steven Leslie, Esq., – in-house counsel for the Grocery Manufacturers Association will lead us through a claims management workshop. Participants will break into small groups to work on real-life product complaint scenarios, followed by a full group discussion on the benefits and drawbacks of each resolution strategy.

Tickets are limited so register today!

WHEN (Event Schedule)
Thursday, September 28, 2017
9:00 – 9:30 a.m.                   Registration
9:30 – 9:45 a.m.                   Welcome & Introductions
9:45 – 10:15 a.m.                 Mary Ann Platt, RQA, Inc.
10:15 – 10:45 a.m.               Brian Giannini, RQA, Inc.
10:45 – 11:00 a.m.               RQA – Q & A
11:00 – 11:15 a.m.               Break
11:15 – 12:00 Noon             Doug Rippy/Rhett Parsons, Astute Solutions
12:00 Noon – 1:00 p.m.     Lunch & Networking
1:00 – 2:30 p.m.                    Steven Leslie, GMA

Grocery Manufacturers Association Headquarters
1350 Eye (I) Street, NW
Washington, DC 20005

Here is some GMA visitor information.

COST (Includes Lunch)
Members $35
Non-Members $50

Refunds for cancellations must be made in writing (via email to to the SOCAP National Office. No cancellations or refunds five full business days (Monday-Friday) before the Chapter Event. Registration transfers to future Chapter Events will not be accepted.

Thank you GMA for providing meeting space for this event!

Sponsorship opportunities are available for this event. Please contact Tammy Cossairt at or 703-910-2477.