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Description of the service

1. Objective

The objective of the Claims service is to analyze the problem, solve it for the partner and implement measures to prevent the same problem from occurring in the future (CAPA).

2. Scope

As part of its activities, MSF Supply sends goods to MSF missions or other humanitarian partners.

During the shipment of the goods, various problems may arise (damaged, stolen, expired, missing, broken...). It also happens that products do not meet the specifications or that a specific defect affects the quality of the product (abnormal aspect, smell, labelling, closure...), in the same way that the transport does not comply with the specifications of the product. MSF-Supply takes in charge the claims of its partners .

Out of scope :

  • Products and services not delivered by MSF-Supply.

  • Problems occurring after receipt at the dispatch address (except for complaints about the quality of a product).

Use of the service

MSF Supply provides a claim form on its extranet to allow missions/partners to raise a problem. It consists of 6 parts:

  • Part A: Missing/damaged/different/error of goods.

  • Part B: Break in the cold chain.

  • Part C: Quality problem (medical only)

  • Part D: Quality problem (logistics only)

  • Part E: Specialized power supply quality problem

  • Part F: Problem with a service offered by MSF Supply

Explanations for submitting a claim to the Extranet: http://extranet.msfsupply.be/claim.php

Conditions

The analysis of a claim can only be introduced after having completed the official claim document, present on the extranet, in word or via the online claim within the time limit. This implies that all the necessary information must be present and that the category must be correctly chosen.

All MSF-Supply partners can access this service.

Info

In case of any question, please contact claim-MSFSUPPLY@brussels.msf.org