{"id":1983,"date":"2026-07-05T21:44:05","date_gmt":"2026-07-05T16:44:05","guid":{"rendered":"https:\/\/alfa-lab.net\/?page_id=1983"},"modified":"2026-07-05T22:07:44","modified_gmt":"2026-07-05T17:07:44","slug":"zhaloba","status":"publish","type":"page","link":"https:\/\/alfa-lab.net\/en\/zhaloba\/","title":{"rendered":"Procedure for handling complaints"},"content":{"rendered":"
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ALFA-LAB LLP<\/strong><\/p>

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procedure for managing complaints (claims)<\/strong>
in Alfa-Lab LLP<\/strong><\/p><\/td><\/tr>

LOCAL VERSION<\/strong><\/p><\/td>

extract<\/strong><\/p><\/td>

KZ-ALF-EFD-<\/strong>01<\/strong><\/p><\/td><\/tr>

Last revision<\/strong>:<\/strong><\/p><\/td>

00<\/p><\/td><\/tr>

Approval Date<\/strong>:<\/strong><\/p><\/td>

April 01, 2025<\/p><\/td><\/tr>

Revision date:<\/strong><\/p><\/td>

April 01, 2026<\/p><\/td><\/tr>

Developed by<\/strong>:<\/strong><\/p><\/td>

Kolomina O., Manager for Accreditation and Metrology of Alfa-Lab LLP<\/p><\/td><\/tr>

Agreed:<\/strong><\/p><\/td>

R. Abdrazakov, Deputy Director of Alfa-Lab LLP<\/p><\/td><\/tr>

Approved:<\/strong><\/p><\/td>

Davletyarov Sh., Director of Alfa-Lab LLP<\/p><\/td><\/tr>

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DATA ABOUT THE LATEST REVISION<\/h6><\/td><\/tr>

Editorial Office<\/strong>:<\/strong><\/p><\/td>

Date<\/strong>:<\/strong><\/p><\/td>

Changes since the last revision:<\/strong><\/p><\/td><\/tr>

00<\/p><\/td>

04\/2025<\/p><\/td>

Initial version<\/p><\/td><\/tr><\/tbody><\/table>

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Extract from clause 7.9 \" Quality Manual<\/p>

testing laboratory of Alfa-Lab LLP (Semey)\",<\/p>

item 7.9 \" Quality manual<\/p>

testing laboratory of Alfa-Lab LLP<\/p>

at the production site of Karaganda\"<\/p>

<\/a>7.9 Complaints<\/h2>

IL strives to meet the requirements of its Customers by continuously improving the quality of its services, taking into account all positive and negative feedback regarding IL's work.<\/p>

The policy regarding the handling of complaints (claims) is aimed at timely and prompt consideration of them and the development of measures that ensure maximum satisfaction of the Customer's requirements.<\/p>

While constantly cooperating with Customers, the IL takes into account and considers both complaints (complaints) and acknowledgements in the person of the IL manager on an individual basis, and only in writing or by e-mail. Anonymous complaints (complaints) are not accepted. At the same time, the addressee is notified of receiving the complaint (claim) and accepting it for consideration. The complaint (claim) must be considered within three business days from the date of receipt. If the complaint (complaint) was received only to the head of the IL, the latter is obliged to inform the director and manager for accreditation and metrology of Alfa-Lab LLP about this.<\/p>

In general, complaints (complaints) are classified in the following areas::<\/p>

\u2014 regarding the quality of test results;<\/p>

\u2014 in relation to the scope and timing of work on testing;<\/p>

\u2014 in relation to the competence of management personnel or an IL specialist and psychological communication skills in contact with the Customer.<\/p>

The head of the IL evaluates the validity of complaints (claims) within three days. If they are unsubstantiated, the IL manager will arrange a meeting with the Customer's representative and explain the unsubstantiation of the complaint (claim).<\/p>

If the complaint (claim) is justified, the head of the IL organizes an operational technical council consisting of a quality engineer and a chemical engineer, in respect of whose activities the complaint (claim) was accepted, to search for and analyze the causes and develop corrective measures.<\/p>

Well-founded complaints (claims) are recorded by the IL quality engineer in the following forms: \u00a0
KZ-ALF-SM-\u0420\u041a-F027, KZ-ALF-KRG-\u0420\u041a-F027.<\/p>

Depending on the nature and relevance of the complaint (claim), the head of the IL and the quality engineer organize a number of complex measures: internal verification to analyze the causes, suspension of work, conducting control tests, including in another accredited laboratory, unscheduled briefing, additional training, etc.<\/p>

The Quality Engineer monitors and evaluates the effectiveness of the implementation of corrective actions.<\/p>

The results of consideration of the complaint (claim), which will be communicated to the applicant, are coordinated with the Director and Manager for accreditation and metrology of Alfa-Lab LLP.<\/p>

Based on the results of consideration of the complaint (claim), the IL manager sends the Customer an official letter with the results of the response.<\/p>

On the official website of Alfa-Lab LLP (https:\/\/alfa-lab.net\/zhaloba\/<\/a>) posted by
KZ-ALF-EFD-01.<\/p>

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\u00a0<\/strong><<\/strong>End of document<\/strong>><\/strong><\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>

Email addresses for sending official complaints:<\/strong><\/p><\/div><\/div><\/div>

Director
director@alfa-lab.kz<\/a><\/p><\/div><\/div><\/div>

Associate Director
office@alfa-lab.kz<\/a><\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section><\/div><\/div><\/div><\/div><\/div><\/section><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>

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