The document discusses the Consumer Affairs Office (CAO) of PCPPI which handles consumer feedback and complaints. It aims to promote high consumer satisfaction. The Plant Consumer Affairs Office (PCAO) oversees the consumer affairs function at each plant and assists sales offices in resolving concerns. It trains employees on proper handling of complaints. The PCAO follows specific processes and flowcharts in dealing with walk-in customers, phone call complaints, and trade encounters to resolve issues efficiently and cordially through communication and product replacement when applicable. All concerns are properly documented.