Following is description of the complain process(7.7.1.a)(7.7.1)

1. Complaints can be received from
   1. patients and their representatives(relatives)
   2. clinicians and other care givers
   3. laboratory personnel
   4. external agency working with laboratory
   5. public sources (e.g news)
2. Method of Complaint may be
   1. personal oral communication,
   2. personal phone communication,
   3. written on any page,
   4. filled as formal complaint_form.odt. complaint_form.pdf
   5. Public complaints as
      1. news
      2. tweets
      3. any other electronic / internet based system
3. Note: keep Record of formal as well as oral / phone / non-written /public complaints (7.7.1.b)
4. Acknowledge complaints, if possible (7.7.2.c)
5. Authorize some personnel to take action on complaint (7.7.3)
   1. such personnel shall not be related to complaint, as far as possible.
   2. Otherwise, such personnel shall take extra care for maintaining impartiality
6. Action (7.7.1.c)
   1. Is laboratory is responsible in relation to complaint?
      1. If not, inform complainant that laboratory is not responsible for complaint concerned
      2. If yes,act upon it (7.7.2a).
         1. Gather further information in relation to complaint (7.7.2.b)
         2. Plan necessary action to resolve complain (7.7.3)
         3. Inform complainant on outcome of complain, as far as possible
            1. by letter
            2. by phone
            3. by personal discussion
7. Do not discriminate complainant in any way(7.7.3)