This Charter describes PTTn’s aims in servicing the needs of its various clients in a timely and effective manner. It also identifies the ways in which our clients can assist PTTn to provide its services at a level of quality commensurate with our mission.

1.  OUR CLIENTS 

PTTn’s clients fall into the following major categories:

• Accredited or applicant laboratories, inspection bodies, service facilities and other members of the National Association of Testing Authorities,
• Laboratories, inspections bodies, service facilities and other clients of overseas accreditation bodies;
• Non-accredited laboratories;
• The Technical Advisers and Suppliers which underpin PTTn’s core activities;
• Governments, regulators and industry specifies of testing, inspection and related services; and

The TUNISIAN community for their needs for a reliable network of technically competent Laboratories, inspection bodies and service facilities.

2.   OUR ROLE 

PTTn’s principal roles are outlined in PTTn’s Mission Statement, as follows:

3.   MISSION

PTTn’s Mission is to:

• Provide, in the national interest, proficiency testing and supporting services which meet the needs of stakeholders and facilitate the domestic and international recognition and acceptance of their products and services;
• Be a world leader in proficiency testing services, proficiency testing training and consultancy; and

Promote and contribute to the science and practice of proficiency testing both nationally and internationally.

4.    OUR SERVICE AIMS FOR CLIENTS

In providing its services, PTTn aims to:

•  Treat our clients and other stakeholders honestly, fairly and professionally;
• Be courteous and helpful;
• Give timely and accurate advice and information;
• Avoid any potential conflicts of interest of our staff and Technical Advisers and others involved in our services;
• Maintain confidentiality (within the provisions of the PTTn Privacy Policy) of any document, information or process entrusted to us;
• Conduct our proficiency testing services in compliance with international codes of best practice; and
• Help our clients promote the values and significance of proficiency testing.

5.  OUR SERVICE AIMS FOR CLIENTS 

In providing its services, PTTn aims to:

• Treat our clients and other stakeholders honestly, fairly and professionally;
• Be courteous and helpful;
• Give timely and accurate advice and information;
• Avoid any potential conflicts of interest of our staff and Technical Advisers and others involved in our services;
• Maintain confidentiality (within the provisions of the PTTn Privacy Policy) of any document, information or process entrusted to us;
• Conduct our proficiency testing services in compliance with international codes of best practice; and
• Help our clients promote the values and significance of proficiency testing.

6.  OUR SERVICE STANDARDS

6.1.  For Proficiency Testing Activities we aim to:

• Provide timely information of intent to run a proficiency testing program;
• Conduct proficiency testing programs within a timely manner after participant registration;
• Provide a report of our findings from proficiency testing programs within a timely manner.

6.2.  For Information Services we aim to:

• Answer email or telephone enquiries from the general public within four working days of receipt.

7.  YOUR ROLE IN PTT ACHIEVING OUR SERVICE AIMS

So that we can meet the aims of this Chapter we need you to:

• Be open and honest in your dealings with us.
• Treat our staff professionally, fairly and with courtesy.
• Ensure you identify the most appropriate person within your organisation to be our principal point of contact.
• Provide, on request of staff, all supporting information and documentation necessary for us to deal with your participation or other needs.
• Pay all legitimate fees and expenses within agreed terms.
• Advise us promptly when there are key changes in personnel or other matters affecting our recognition of your organisation.

8.   COMPLIMENTS AND COMPLAINTS

If you are pleased with our service, please let us know. We wish to advise our staff when their services are appreciated.
If you are not satisfied with our service, please assist by advising us, so that we can address the issue.
In the first instance, please discuss any technical or operational issues with the relevant PTTn Program Coordinator.
If you remain dissatisfied, contact or write to the PTTn Quality Manager at: info@pt-tn.com

CUSTOMER-COMPLAINT-REPORT