ALFA-LAB LLP

Extract from clause 7.9 " Quality Manual

testing laboratory of Alfa-Lab LLP (Semey)",

item 7.9 " Quality manual

testing laboratory of Alfa-Lab LLP

at the production site of Karaganda"

7.9 Complaints

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.

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.

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.

In general, complaints (complaints) are classified in the following areas::

— regarding the quality of test results;

— in relation to the scope and timing of work on testing;

— in relation to the competence of management personnel or an IL specialist and psychological communication skills in contact with the Customer.

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).

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.

Well-founded complaints (claims) are recorded by the IL quality engineer in the following forms:  
KZ-ALF-SM-РК-F027, KZ-ALF-KRG-РК-F027.

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.

The Quality Engineer monitors and evaluates the effectiveness of the implementation of corrective actions.

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.

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.

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

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