3.2. Complaint ( Sub clause of terms and definitions)
In the context of ISO/IEC 17025, the Complaint sub-clause typically states that:
Expression of dissatisfaction by any person or organisation to a laboratories , relating to the activities or results of that laboratory , where a response is expected.
“The laboratory shall have a process in place to handle complaints, which shall include:
- A clear and documented procedure for receiving, recording, and addressing complaints
- A designated person or department responsible for handling complaints
- A process for acknowledging receipt of the complaint and keeping the complainant informed
- A process for investigating the complaint, including identifying the root cause and taking corrective action
- A process for documenting and tracking the complaint, including the outcome and any corrective actions taken
- A process for reviewing and continually improving the complaint-handling process
The laboratory shall also ensure that:
- Complaints are handled in a fair and impartial manner
- Complaints are addressed promptly and efficiently
- The complainant is kept informed of the progress and outcome of the complaint
- The laboratory takes corrective action to prevent similar complaints
- The laboratory maintains confidentiality and records of all complaints”
This sub-clause aims to ensure that laboratories:
- Establish a clear and documented process for handling complaints
- Designate a responsible person or department for handling complaints
- Investigate and address complaints promptly and fairly
- Document and track complaints, including outcomes and corrective actions
- Continually improve the complaint-handling process
- Maintain confidentiality and records of all complaints
By including this sub-clause, laboratories demonstrate their commitment to:
- Customer satisfaction
- Continuous improvement
- Transparency and accountability
- Fairness and impartiality
- Compliance with ISO/IEC 17025 requirements
This sub-clause is essential to ensure that laboratories address customer concerns, improve their services, and maintain trust with customers, stakeholders, and regulatory bodies, while complying with international standards.
More: 3.3. Interlaboratory Comparison ( Sub clause of terms and definitions):
