Complaint and Appeal Process

1

Complaint / Appeal Submitted

The relevant party submits their complaint/appeal by filling out the form on the website or verbally.

Complaint Can be made until the document's validity period expires.

Appeal Must be made within 15 days after test results are declared.

2

Form Filled Out

The Complaint/Suggestion form is filled out by the Quality Manager or by the complainant/appellant.

Is the Complaint/Appeal Related to the Laboratory?

No An email is sent explaining the reason for rejection.

Yes The complainant is informed that it relates to the laboratory.

3

Evaluation and Decision

The review of actions to be taken and the decision-making are carried out by persons not involved in this complaint/appeal. A decision is made on whether to accept or reject the appeal.

Is a Repeat of the Activity Required?

No Matters not requiring a repeat of the activity are notified in writing to the complainant/appellant, with justification.

Yes The activity is repeated (the original personnel are not assigned); results are forwarded to the Quality Manager, and if there is a discrepancy, action is taken according to the relevant procedures.

4

Recording

"Nonconformity Form" and "Corrective and Improvement Action" records are kept; the complainant/appellant is informed about the process.

5

Verification and Notification of Result

The activities carried out by the assigned personnel are checked and their conformity is verified. The complainant/appellant is informed about the results.