Complaint Resolution Procedure

1. Complaint Receipt

Customers may submit complaints through any of the following channels:

Feedback codes at test centre locations
WhatsApp chat via the website
Social media platforms

2. Acknowledgement & Assurance

The Customer Support team acknowledges the complaint promptly (ideally within 2–4 hours).
A clear assurance message is provided.
A resolution timeline is communicated to the customer.

3. Complaint Logging & Assignment

The complaint is formally logged in the system.
It is assigned to the relevant unit or test centre for action.

4. Investigation

Customer Support collaborates with the concerned test centre/unit to:
Review test records or service interactions
Identify root cause
Validate customer claims

5. Escalation (If Required)

Complaints are escalated to Management where:
There is a high risk (clinical, reputational, legal)
Resolution requires senior approval
Timelines are at risk of being exceeded

6. Resolution & Update

A resolution is developed based on findings. We aim to provide a final resolution for service-related issues within 48 hours, and for technical/clinical investigations within 3–5 business days, depending on the complexity of the case.

7. Your Right to Appeal

If our initial response does not meet your expectations, you may escalate the matter further by emailing [email protected]. Your case will be independently reviewed by our Quality Management Unit to ensure a fair and thorough outcome.

8. Closure

Final resolution is communicated clearly to the customer.

Confirmation of satisfaction is obtained where possible. Complaint is marked as closed in the system. In accordance with data privacy regulations, all information shared during the complaint process is treated with strict confidentiality. Clinical records are only accessed by authorized personnel specifically involved in the investigation

9. Documentation & Continuous Improvement

All complaints are documented for:
Trend analysis
Service improvement
Insights are shared with relevant teams to prevent recurrence.

Customer Support; E-Mail Address: [email protected]. Phone No: 07000796522