Complaint

Policy

The laboratory has a policy to receive complaints from the internal staffs, vendor, sponsor and customers. The laboratory has a documented procedure to receive, evaluate and make decision on complaints. All complaint information will be handled sensitively with relevant data protection requirements. The laboratory is committed to handle complaints efficiently.

• A complaint can be received by various means, in writing, electronically through e-mail, by telephone, customer in person or their representative and through customer`s feedback. A complaint can also be dropped in the complaint box located in the laboratory.
• The laboratory aims to respond to the complaints in a timely manner so as to enhance confidence in the laboratory management process, use the information received to improve the quality of our services.
• The laboratory’s objective is to ensure that the complainants feel comfortable that their complaints / worries are listened to and resolved upon promptly.