A Transparent Approach to Resolving Concerns.
In the pursuit of excellence and precision, we embrace a culture where feedback and concerns are treated with our utmost attention and care. TruMetric is committed to addressing customer concerns promptly, objectively, and in accordance with our Quality Management System.
Customer Complaint Resolution Process
How We Review, Resolve, and Learn From Customer Feedback
TruMetric maintains a formal complaint resolution process aligned with ISO / IEC 17025 and other applicable quality and regulatory standards. All complaints related to calibration services, documentation, scheduling, communication, or technical performance are reviewed, investigated, and resolved by qualified personnel independent of the activity being evaluated. Complaints are treated as opportunities for corrective action and continuous improvement, and are managed through a defined, documented process. Complaints are documented, tracked, and evaluated to determine appropriate corrective or preventive action.
Submitting a Complaint
We encourage customers to contact us so concerns can be addressed promptly and effectively. Complaints may be submitted verbally or in writing and may originate from customers or other interested parties. Each complaint is recorded with sufficient detail to allow for proper evaluation and follow-up, including the nature of the concern and relevant service information.
Review & Investigation
Upon receipt, complaints are reviewed by quality and/or management personnel to assess validity, scope, and potential impact. Investigations are conducted using documented procedures to ensure objectivity, technical accuracy, and compliance with applicable standards.
Resolution & Corrective Action
When a complaint is determined to have merit, TruMetric implements appropriate corrective actions to resolve the issue and prevent recurrence. Customers are informed of outcomes as applicable, and all actions are documented within the Quality Management System. TruMetric’s complaint resolution process complies with the requirements of ISO / IEC 17025, ISO 9001, ANSI / NCSL Z540, AS9100, ISO 13485, and applicable regulatory frameworks. Complaint data is reviewed as part of ongoing quality monitoring and management review to support continuous improvement.