Complaint

If there is a communication problem, any customer can file a complaint. OP 609-1, Complaints, regulates the process for logging, analyzing, and processing complaints received by the laboratory. The complaint handling procedure is made available to all interested parties upon request.

The complaint handling process documented by OP 709-1 Complaints includes the following elements and methods:

  • A description of the process for receiving, acknowledging, verifying the complaint, and deciding to take action in response to the complaint;
  • Tracking and documenting complaints, including the actions taken to resolve them;
  • Ensuring that any action taken is implemented.

Each complaint received by the laboratory is documented with FC 609-1 "Complaint" is acknowledged, verified and acknowledged. Documented on the form, the complaint is reviewed for validity under the circumstances outlined by the complainant, decisions are made to take necessary action to resolve the complaint, responsible parties are identified, and the timeframe for processing the complaint is determined. All complaints received by the laboratory shall be recorded in log book FC 609-2 'Complaint log book'.

The Laboratory shall notify the complainant of the receipt of the complaint and, to the extent possible, provide information on the progress of the review and the conclusions of the complaint. The conclusions of the complaint shall be compiled, reviewed and approved by the company manager who is not involved in the laboratory activities.

If the appeal is judged to have merit, the cost of resolving the appeal shall be borne by the laboratory. If the complaint is found to be unfounded, it shall be rejected on the grounds stated and, if the laboratory has incurred costs in connection therewith, they shall be borne by the complainant.

The laboratory shall notify the complainant of the end of the complaint handling process.

pdf Complaint Form
pdf , 126 KB