ISO 17025 Quality Manual Template
Thursday, May 25, 2006
4.8 Complaints
The lab must have a policy and procedure for the resolution of complaints received from customers. The lab must also keep records of all complaints which include investigations and corrective actions taken by the lab.
Interpretation: ISO 17025 does not provide many definitive requirements for complaints other than producing records of their investigation and resolution. It is not necessary for complaints to produce corrective actions. A complaint can begin by being founded or not. When it is founded, it usually implies that there is a t least a nonconformity: something needs to be done to correct a problem identified by a customer. Whether this problem is potentially repetitive or related to a systemic defect will lead to the need to initiate a corrective action. Also, complaints that are not founded can lead to identifying needs for improvement or initiating preventive action. The need to provide feedback to the customer on the outcome of the investigation should form an intrinsic element of a complaint handling procedure.
iso 17025
Interpretation: ISO 17025 does not provide many definitive requirements for complaints other than producing records of their investigation and resolution. It is not necessary for complaints to produce corrective actions. A complaint can begin by being founded or not. When it is founded, it usually implies that there is a t least a nonconformity: something needs to be done to correct a problem identified by a customer. Whether this problem is potentially repetitive or related to a systemic defect will lead to the need to initiate a corrective action. Also, complaints that are not founded can lead to identifying needs for improvement or initiating preventive action. The need to provide feedback to the customer on the outcome of the investigation should form an intrinsic element of a complaint handling procedure.
iso 17025
