Complaints, Appeals & Deviation Reporting

• Feedback — a suggestion for improvement; no formal response required.
• Complaint — an expression of dissatisfaction with the service (turnaround, communication, invoice, staff conduct). Handled under this policy with a formal written response.
• Appeal — a request to reconsider a technical outcome (a reported result, a specification comparison, a chain-of-custody finding). Triggers technical review and, if unresolved, an independent panel.

Submit via any one of:

• The ‘Complaint / Appeal’ tile in the client portal.
• Email to quality@als-analytical.hk.
• Recorded post to Attn: Quality Manager, ALS Analytical Ltd. (address in footer).

Please include the report number, the specific finding contested, and the outcome you seek. All submissions receive a ticket ID within 1 business day.

1. Acknowledgement — within 1 business day.
2. Impartiality check — the case is assigned to a Quality Investigator who was not involved in the disputed work.
3. Investigation — audit-trail review, re-integration, method re-run where sample remains available, and interviews with the analyst and Technical Signatory.
4. First response — substantive written response within 15 business days.
5. Escalation — if unresolved, escalation to the Independent Appeal Panel comprising the Quality Manager, Technical Director, and one external chair (currently Prof. Yasmin Iqbal). Panel decision within a further 20 business days.
6. Closure — outcome, root-cause analysis, and any corrective / preventive action recorded and communicated.

Where a root cause is confirmed, a CAPA is opened in the QMS. The action owner, target date, and effectiveness check are tracked to closure and reviewed at management review. Trends across CAPAs are monitored quarterly.

Any deviation that could affect a reported result is disclosed to the affected client within 5 business days of confirmation, together with an impact assessment. This applies whether identified internally, by proficiency testing, or by third-party audit.

• The Hong Kong Accreditation Service (HKAS) once HOKLAS accreditation is granted.
• The relevant supervisory authority for personal-data matters (Privacy Policy §12).
• The Hong Kong Consumer Council for consumer-facing complaints.
• Arbitration or courts under the governing-law clause in the underlying agreement.