Purpose

This manual explains how to register a surface coating complaint in a way that enables fast root-cause analysis and corrective action. The complaint form captures coating system, surface preparation, application, exposure, and failure details. The better the inputs, the faster the resolution.

Target outcome: Your complaint report should allow an investigator to decide whether the failure is due to surface condition, preparation, coating selection, application conditions, or service exposure—without guessing.

Before You Start (Data to Keep Ready)

Collect these items before opening the form:

Item Examples / Notes
Product details Product name, type (epoxy/PU/alkyd/acrylic), manufacturer, batch no, mfg date
Substrate details MS steel / galvanized / concrete / aluminium; new or previously painted
Surface prep details Blasting (SA2.5/SA2), power tool (St3), solvent cleaning, chemical treatment
Application conditions Method, ambient temperature, surface temperature, RH%, thinner used, thinning %
Failure evidence Clear photos, area affected, when failure started, pattern (edges/patches/underfilm rust)
Service exposure Outdoor/indoor, marine, chemical fumes, heat, water/condensation
Any field tests Cross hatch adhesion, DFT readings, water-break test, solvent rub, salt test
Photo rule: Take at least 6 photos—overall view, mid-range, close-up of failure edge, close-up of substrate, close-up of intact coating nearby, and a reference object (scale/coin/ruler). Label them with date and location.

Step-by-Step: How to Register the Complaint

Step 1 — Open the Complaint Form

Go to the web page where the complaint system is hosted (the same folder where index.php is deployed). Click New Complaint.

  • If you see a dashboard, click Create New Complaint.
  • Do not use the browser back button after submission—use the dashboard navigation.

Step 2 — Fill “General” Section (Mandatory for Tracking)

Enter basic identity details so the investigation team can contact you and locate the site.

  • Complaint Date: select the actual complaint registration date.
  • Status: keep as Open for a new complaint.
  • Client/Company* and Site Location*: must be filled (required fields).
  • Contact person/phone/email: give the site in-charge or QA contact.

Step 3 — Fill “Substrate & Preparation” (Most Critical for Adhesion Failures)

Most peeling/flaking failures originate from preparation issues. Provide exact details.

  • Substrate Type: choose MS steel / galvanized / concrete / aluminium (or “Other”).
  • Preparation Standard: SA2.5 / SA2 / St3 / None/Unknown.
  • Surface Condition: tick all applicable (rust, mill scale, oil/grease, moisture, dust, previously painted).
  • Prep Method: tick the actual methods used (solvent clean, blasting, wire brush, chemical treatment, etc.).
Best practice: If blasting was done, include abrasive type, profile (µm), and time gap before priming.

Step 4 — Fill “Coating System” (Primer → Intermediate → Topcoat)

Enter the complete paint system; partial information leads to incorrect conclusions about incompatibility.

  • Enter product names and product types (e.g., epoxy zinc phosphate primer, PU topcoat, alkyd enamel).
  • Enter DFT if known (µm). If unknown, leave blank but add DFT readings later in Field Tests.
  • Enter Manufacturer/Brand, Batch No, and Mfg Date (important for batch traceability).
Compatibility warning: If different brands were mixed across coats, mention it clearly—this is a common cause of delamination.

Step 5 — Fill “Application Details” (Environment + Thinning + Timing)

Application conditions strongly affect curing, adhesion, and defect formation.

  • Application Method: brush / roller / air spray / airless spray.
  • Surface Temperature, Ambient Temperature, RH%: fill if available (even approximate).
  • Thinner Used and Thinning %: enter actual thinner (NC thinner, PU thinner, epoxy thinner) and percentage used.
  • Time gap between coats: enter hours (important for recoat window failures).
Common mistake: Using an incorrect thinner (or over-thinning) can cause poor film formation and early peeling.

Step 6 — Fill “Failure Description” (Required)

This section defines what happened and when it happened.

  • Defects*: select all that apply (peeling, flaking, blistering, cracking, rusting/undercutting, etc.).
  • Failure Area: specify component (roof truss, handrail, tank, frame, panel, etc.).
  • Time to Failure: when did it start (within days, 1 month, 6 months, after monsoon, after chemical cleaning).
  • Appearance/Notes: describe edges, patches, rust at interface, coating thickness feel, chalking, underfilm corrosion.
Useful detail: Mention whether failure is at metal interface (adhesion) or between coats (intercoat adhesion).

Step 7 — Fill “Service Exposure” (What the Coating Faced in Real Life)

Service conditions determine chemical attack, UV degradation, and corrosion driving force.

  • Select environment: indoor/outdoor, marine, high humidity, industrial fumes, chemical plant, immersion/splash.
  • Describe chemical exposure (acid/alkali/solvent vapours, salt spray, detergent wash).
  • Enter heat, UV, and water exposure notes.

Step 8 — Fill “Field Tests” (If Available)

Field tests convert opinions into evidence. Fill what you have; leave blank if not done.

  • Cross hatch adhesion: ISO 2409 / ASTM D3359 rating.
  • DFT readings: provide multiple points (µm).
  • Water-break test: pass/fail (indicates cleanliness).
  • Solvent rub: MEK/xylene rubs (indicates cure).
  • Salt contamination test: Bresle / conductivity (if coastal/marine).

Step 9 — Fill “Investigator Summary” (If You Are the Site Engineer / QA)

Provide a preliminary cause and immediate actions taken.

  • Investigator name/date: who inspected and when.
  • Preliminary cause: your best hypothesis (contamination, poor prep, incompatibility, condensation, low DFT, etc.).
  • Immediate actions: isolate batch, stop application, trial panel, cleaning correction.
  • Corrective/Preventive actions: define action plan (blast standard, recoat window control, QC checks, training).

Step 10 — Submit and Verify the Saved Report

Click Save Report. After saving:

  • You will be redirected to the Complaint Report page with a unique ID like CC-YYYYMMDDHHMMSS-XXXXXXXX.
  • Use Print if you need a PDF record.
  • Return to Dashboard to view all reports.

Quality Tips (To Get Faster Resolution)

  • Be specific: “Paint is peeling” is not enough. Mention whether peeling occurs with rust beneath, or between coats.
  • Batch traceability: Always record manufacturer + batch number + mfg date.
  • Recoat timing: Mention time gaps and whether surface was exposed to rain/dust between coats.
  • Cleaning evidence: Water-break test result is highly valuable for degreasing/cleanliness disputes.
  • DFT matters: Under-DFT leads to early corrosion; over-DFT can trap solvent and weaken adhesion.
If the defect is peeling/flaking: prioritize these entries: Surface Condition Prep Method Prep Standard Thinner + % Coat Interval DFT readings Photos at failure edge

Frequently Seen Complaint Scenarios (Examples)

Symptom Often linked to What to record in the form
Peeling down to metal Oil/grease, poor prep, condensation, salt contamination Surface condition, water-break test, prep standard, salt test, RH%
Delamination between coats Recoat window violation, dusting, incompatible coats Coat interval hours, brands across coats, surface exposure between coats
Blistering Moisture, trapped solvent, osmotic blistering, under-cure Humidity, DFT, solvent rub, exposure (water/immersion), thinner %
Early rusting / undercutting Low DFT, poor primer selection, poor prep, salt DFT readings, primer type, prep standard, environment (marine)
SaitechAI — Documentation for Surface Coating Complaint Registration
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