Product complaint incident report

Product complaint incident reporting

BD’s commitment to quality is deeply rooted in the products and services we deliver to our customers every day. As a leading medical product manufacturer, it is our goal to provide safe, effective, and reliable products to our customers first and our patients always. By reporting a product complaint to BD, you provide us with important feedback about our products.

What is a product complaint?
Any communication (written, electronic or verbal) that alleges deficiencies related to a BD product after it’s released for distribution.

Examples include:

  • A needle did not retract as expected
  • After opening the package, the product is found broken
  • The labelling on the product is not legible

When do I report a product complaint?
You can report product complaints to BD at any time. We kindly ask that you report any deficiencies as soon as possible, so that we can begin the investigation process. We do this to identify when more extensive action is needed to improve manufacturing processes and optimise the quality of our products. Where possible, please hold on to the impacted product. If the issue recurs, please log a new report and continue to communicate with BD.

How do I report a product complaint?
Send an email to and include as much of the below information as possible, as this will assist the event investigation.


  • Your name (first and last name):
  • Email address:
  • Telephone number:
  • Organisation name (if relevant):
  • Organisation address (if relevant):


Product details

  • Product name:
  • Material/Catalogue Number:
  • Lot number(s):


Event description

  • Date of Incident:
  • Description of Event (Please provide specific details of the issue you experienced):
  • Sample availability (Yes/No, including where we can arrange collection from if required. Please wait for these instructions prior to sending samples for investigation). If the original impacted product is not available, you may choose to send a sample of the same lot number.
  • If the event involved any of the following, please include provide additional detail:
    - Death/Serious injury
    - Erroneous results
    - Exposure to blood/bodily fluids
    - Safety issue
    - Medical interventions required
  • Pictures/Videos (if possible) clearly showing the incident/defect


If you require a copy of the investigation findings emailed to you, please advise us and we will send you the report for your records.

Upon receipt of your product complaint, you will receive an acknowledgement e-mail in 2-3 business days, outlining:

  • Product Incident Report (PIR) number
  • Complaint sample return instructions (if the device is available). We will arrange a specialist medical courier to collect the device to be sent for investigation