Product quality
Do not discard the evidence.
Keep the product, primary pack, carton, label and purchase or supply details in a secure place. Do not return or send samples until Walter or the responsible supplier provides instructions.
01
Examples of concerns
- Broken, chipped, discoloured, unusual-smelling or otherwise abnormal tablets, capsules, liquids or topical products
- Leakage, damaged seals, missing components, count discrepancies or difficult-to-use packaging
- Incorrect, missing, unreadable or mismatched labels, cartons, leaflets, batch details or expiry information
- Suspected foreign matter, contamination, mix-up, counterfeit product or performance concern
- A storage, transport or temperature excursion that may have affected product quality
02
What to include
- Product name, strength, dosage form, batch number, manufacturing date and expiry date
- A clear description of the concern, when and how it was discovered, and quantity affected
- Where the product was obtained, invoice or supply reference, and storage conditions if known
- Clear photographs of the product and all sides of the pack—without including unrelated personal documents
- Your contact details and whether a physical sample remains available
03
Protect the patient and the investigation
Do not use a product that appears damaged, contaminated, incorrectly labelled or otherwise compromised. Ask a pharmacist or qualified healthcare professional about a safe replacement or any treatment concern.
If someone experienced a medical problem as well as a quality defect, include that fact immediately. The same contact may need to be processed both as a product complaint and as an adverse-event report.