- PURPOSE AND SCOPE
The purpose of ELECTRA Laboratory is to examine complaints received from customers, initiate corrective actions when necessary, monitor the quality of test results, effectively increase service quality, and fully explain the methods used to provide data for improvement and development studies. - DEFINITIONS
Complaint: It is the request of all parties regarding their dissatisfaction with ELECTRA's laboratory service results.
Objection: It is the request of all parties regarding the decisions taken by ELECTRA regarding the test results.
YGG: Management Review
- RESPONSIBILITIES
- Management Representative
- Laboratory Manager
- Testing Staff
- Customer Complaints About Service Quality
If a customer complaint comes to the laboratory regarding issues such as communication with the customer or delivery of test reports to the customer, the complaint is directed to the PT. The PT has the customer fill out the FR-38 Complaint/Suggestion Form or fills it out himself and records it. The Laboratory Manager and PT evaluate the complaint and ensure that the action to be taken is decided.
The customer can submit his/her complaint by e-mail, telephone, fax, post or by filling out the communication form on the web.
- Customer Complaints Regarding the Quality of Test Results
- In order to process objections and/or complaints regarding the Test Reports showing the test results at ELECTRA, YT has the customer fill out the FR-38 Complaint/Suggestion Form or fills it out and records it.
Objections and complaints are evaluated by the PT and Laboratory Manager. In case of any non-conformity, action is taken according to the PR-06 Procedure for Control of Non-conforming Testing. As a result of the evaluation, the customer is informed in writing, together with the reason, of the issues that do not require repetition of the test.
When a repeat test is required, after the necessary arrangements are made in accordance with the PR-04 Customer Service Procedure, a meeting is held on the notified date with the participation of the Laboratory Manager, Test Personnel, YT and the customer. The customer is informed about the standard to be applied in the test, the test method and the devices used in the tests.
If any disagreement occurs during the repetition of the test conducted by the Customer with the Test Personnel, the issue is reported to the YT and the Laboratory Manager. If a decision is made to continue the process, the decision is recorded by the YT on the FR-38 Suggestion/Complaint Form. In case of a re-objection to the reported result, the test is repeated in another Accredited Laboratory to be agreed upon with the Customer, and the decision is made after an evaluation is made according to the result. The test fee is covered by the wrongful party.
If the test results are different in the repeat tests, the procedures are implemented according to the PR-06 Procedure for Control of Improper Testing and the PL-04 Quality Control Plan, taking into account the effects of the same test on other services. - Customer Complaints received through the Accreditation Body and other relevant parties
Complaints from the Accreditation Agency are handled by the PT, Laboratory Director and Test Supervisor.
The process is initiated by the PT with the FR-38 Complaint/Suggestion Form.
- Resolving Complaints and Informing the Customer
In resolving all complaints received by ELECTRA Laboratory, if necessary, the FR-12 Corrective Action Form is opened and the root cause of the complaint is resolved in accordance with the PR-08 Corrective Action Procedure. The customer is informed in writing and verbally about the status of the complaint and the results of the activities performed, and the complaint is followed up by the YT. The person dealing with the complaint is assigned to be a personnel who is not involved in the laboratory activity in question (who is not the primary responsible for that activity).
All records of customer complaints are kept by YT in accordance with PR-10 Records Control Procedure.
Records regarding customer complaints are analyzed by the PT and the current situation is determined to determine targets regarding customer complaints and evaluated within the framework of the PR-12 Management Review Procedure.
The results to be reported to the complainant are prepared, reviewed and approved by person(s) who are not involved in the laboratory activities subject to the complaint.
