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Procedure - the HOW! This document describes how we do something — the specific steps to implement a policy or perform a task. Procedures turn intentions into action by providing clear, repeatable instructions to follow.

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🔹 Version

• Current Version: 1.4 draft; approval pending

If you change the content of this document the version number must be updated and a Change-log entry must be added at the end of this document. Changes to spelling do not need to be documented.

🔹 Purpose

This procedure outlines the routines for managing non-conformities and incidents at Lifeness in line with the Incident Response & Nonconformity Policy. Its primary goal is to improve the quality and safety of services by documenting, investigating, and analyzing incidents to:

• Identify underlying deviations and contributing factors
• Determine the need for corrective actions
• Identify opportunities for preventive actions
• Enable continuous improvement of the ISMS and QMS
• Communicate findings and lessons learned

🔹 Scope

This procedure applies to all activities carried out within Lifeness.

🔹 Step by step instructions

When an incident or non-conformity occurs—including those arising from complaints—Lifeness shall:

1. Respond to the incident immediately and take any necessary immediate actions.