ISO/IEC 17025:2017
Laboratory Complaint Form
A form to record and manage complaints from customers or other parties.
Overview
Clause 7.9 requires a documented process to receive, evaluate, and make decisions on complaints.
Sections
- Complainant Details: Who is complaining?
- Complaint Description: What is the issue? (Date, Report ID, details).
- Initial Assessment: Is the complaint valid? Does it relate to laboratory activities?
- Investigation: What happened? Root cause analysis.
- Resolution: What action will be taken?
- Communication: Record of acknowledgment and progress reports sent to the complainant.
- Independent Review: Sign-off by someone not involved in the original activity.
Key Requirement
The standard requires that the decision communicated to the complainant be made by, or reviewed and approved by, individual(s) not involved in the original laboratory activities in question.