This research aims to analyze the current state of customer complaint management at SAYA Steel Industries to identify the system's weaknesses and strengths and upgrade and enhance it. Due to the small size of the statistical population, all 26 complaints received in the last five years (2010-2014) were analyzed as a statistical sample for this study. The researcher's method of data collection is field observation. These data were organized into frequency distribution tables, and as they lack a quantitative or statistical component, a qualitative analytic method was utilized to examine the information gathered for this study. According to the analysis of the collected information, the customer complaint management system is not in perfect condition. In addition to having difficulty receiving and accepting consumer complaints, this system does not affect the complaint-handling process in its present state.
