Complaints Policy

Purpose

This policy provides guidance on the key steps and processes of complaint management conducted at the National Serology Reference Laboratory (NRL), Australia. The purpose of this policy is to ensure that all complaints are managed equitably and efficiently.

2. Scope

This policy addresses complaints received from outside of the organisation, relating to matters of service and product delivery and customer engagement.

Complaints of this nature could include:

· Disappointment or dissatisfaction relating to a product received, which may not have been up to your standard.

· Disappointment or dissatisfaction with a service received, which may not have been up to your standard.

Complaints which are not covered by this policy include:

· Products, services provided- or events organised and managed- by our collaborating partners.

3. Procedure

To submit a complaint, please get in touch via the ‘contact us’ form on the NRL website, which can be found here: https://www.nrlquality.org.au/contact-us/ Alternatively, you can get in touch via email at: [email protected]

– Once complaints are lodged, you will receive an acknowledgement of receipt instantly. An NRL staff member will acknowledge receipt of your complaint within 1 business day. Following from this, an NRL staff member will endeavour to review and respond to your specific complaint within 2 business days.

– Complaints will be entered into our customer relationship management (CRM) system, in which staff will track the progress of the complaint to ensure timely outcomes.

– Following closure complaints will be reviewed annually to ensure customer satisfaction continues to improve.

4. Confidentiality

All complaints will be handled with complete confidentiality. Personal and identifiable information will not be shared or disclosed outside of NRL, unless otherwise required by law. The privacy policy is outlined here