PQRS Management REQUESTS, COMPLAINTS, CLAIMS AND SUGGESTIONS
BIOLABOR S.A.S. has a formal process for managing Requests, Complaints, Claims and Suggestions (PQRS), designed to ensure case traceability, objective analysis and the improvement of its processes and services.
How can I submit a complaint or claim?
At BIOLABOR S.A.S., we are committed to continuous improvement and customer satisfaction. If you wish to submit a complaint, claim or report of dissatisfaction, you can do so through any of the following channels:
By Email
You can send your communication to:
The information will be received and handled by Technical and Quality Departmentin accordance with the current internal procedure.
Using the Form
You can also submit your communication through the contact form, providing the information required for handling and follow-up. formulario de contacto indicando los datos necesarios para su gestión y seguimiento.
Handling and Institutional Commitment
BIOLABOR S.A.S. manages PQRS through an approach focused on control and traceability, ensuring:
Receipt and registration of the communication.
Acknowledgment of receipt to the applicant.
Assessment of admissibility (including formal notification when the case is not admissible).
Case handling and determination of actions, where applicable.
Results report and closure.
Follow-up and recordkeeping for traceability and improvement.
The process is conducted with objectivity, confidentiality and documented recordkeeping.
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For transparency and clarity, BIOLABOR S.A.S. provides an infographic describing the internal handling process for a complaint or claim, from receipt to closure.
It includes the following stages: receipt, acknowledgment, assessment (admissible / not admissible), handling and actions, results report and closure, follow-up and recordkeeping, and case closure.
What Is a PQR?
A PQR is a formal communication through which a customer or interested party submits a Request, Complaint or Claim about a product, service or process. At BIOLABOR S.A.S., this mechanism forms part of the continuous improvement and quality control system.
Definitions
Request: A request for information, clarification or action related to products, services or processes.
Complaint: An expression of dissatisfaction with the assistance received or the delivery of a service or process.
Claim: A formal request relating to an alleged failure to meet technical, contractual or procedural requirements.
