Customer Services

QCAP commitment to resolving complaints and satisfying customer requirements is a core component of its quality management system, particularly under the international standard ISO/IEC 17025. Ensuring customer satisfaction is essential for identifying areas for improvement, preventing future issues, and maintaining credibility. That is why the QCAP laboratory has formal, documented process to receive, evaluate, and act upon complaints.

All complaints (written and oral) shall be directed to the quality manager and technical manager who will gather and verify all necessary information to validate and investigate the complaint with group head and responsible persons. Appropriate corrective action shall be taken according to the results of the investigation.

Whenever possible, the QCAP laboratory shall acknowledge receipt of the complaint, and provide the complainant with progress reports.

The complaint outcomes shall be communicated by either quality manager, technical manager, customer service or marketing service as suitable, the complaint outcomes shall not be communicated by individual involved in the original laboratory activities in question.

The complaint outcomes shall be reviewed and approved by the lab director before communicated to the customer.

In all cases the quality manager shall ensure the receipt of the complainant with this outcome.