SAMPLE RECEPTION
The samples to be tested can be delivered by courier or in person. Laboratory is open to the public from Monday to Friday from 9.00 to 13.00 and from 14.30 to 17.30. Outside these times the acceptance can take place only after contact (by e-mail or telephone) and agreement.
SAMPLE STORAGE
The samples shall be kept until the end of the tests, and once the analysis have been completed, the sample shall be stored for a maximum of 15 days at the appropriate conditions according to the perishability of the sample. If agreed, the sample may be stored for a longer period.
SUBMISSION OF TEST REPORT
The test report, complete of all the analyses performed, shall be sent within the next working day calculated on the basis of the analysis with the longest execution time. The test report is delivered in person or by e-mail to the e-mail address provided by the Customer in written form. Shipping by post is made only upon request by the Customer.
STORAGE OF THE RECORDS OF THE TESTS
The registration documents related to the tests performed are stored in the Laboratory for a period of 5 years from the issue of the test report. The registration documents can be kept for a longer period if agreed.
ACCESS TO THE LABORATORY
Laboratory is open for visits by Customers in order to attend their tests or for audits. However, it is necessary to agree in advance with the Laboratory Manager and during the visit the presence of the Laboratory staff is ensured. Access to the Laboratory presupposes and requires the acceptance of the of confidentiality clauses present in the access register.
CONFIDENTIALITY
The information provided by the Customer or generated during the laboratory activities is considered proprietary information and, as such, confidential. Customer will provide the authorization to transmit the analysis results, in accordance with the current Legislation, through specific authorization in the form of a Proxy by the Customer.
The following information is not considered confidential:
- information which is in the public domain before it is transferred from Client to Verdelab Bioscience
- information which enters public domain after the communication not attributable to Verdelab Bioscience
- information which Verdelab Bioscience must deliver or transmit to the Judicial Authority in accordance with legislative provisions (e.g. in the case of investigations promoted by the authority and official control bodies).
If the Laboratory Manager make statements about the Customer, the Customer will be informed unless this communication is prohibited by mandatory provisions.
The Customer is aware that, if a quarantine organism is detected, Verdelab Bioscience will inform the competent Authority, in compliance with the Phytosanitary Regulation.
COMPLAINTS
Verdelab Bioscience takes into consideration all complaints and disputes from customers and other interested parties. Complaints are accepted in written form by email at info@verdelab.it.
Verdelab Bioscience assumes responsibility for all decisions made regarding the handling of the complaint. The Laboratory Manager confirms to the complainant, by written communication within 10 working days, that the complaint has been received, where possible (if the compliant is not anonymous and if the contact details are provided), and undertakes to provide updates on the progress and to the outcome.
