Our customers need for local knowledge is the reason EAST WEST exists. The independence of our laboratory and the willingness of both the scientific and administration staff to find solutions for our customers is what sets our business apart from larger corporate laboratories.

 

Our values govern the way we relate to our customers and to each other.  They reflect our attitude towards providing a professional result for the customer.

Integrity - we will maintain our quality system to ensure there is process accountability and legislation is followed.

Confidentiality - we will respect all privacy laws and we will strictly adhere to our confidentiality policies.

Reliability - we will endeavour to meet the standards set out in our customer service charter every day.

Approachable - we will listen to the customer in a respectful and friendly manner.

Fairness - we will provide an independent, objective and unbiased service.

 

We will provide high quality professional services to meet the stated customer requirements.  We will deliver project outcomes in an effective and efficient manner.  We will:

  • Produce accredited, quality laboratory analysis.

  • Provide independent, clear and accurate information and advice.

  • Provide feedback, when necessary, on project completion times.

  • Monitor our performance and constantly look for ways to improve our services.

 

We measure, monitor and report on our performance by:

  • Recording and responding to feedback from our customers.

  • Regularly reviewing our charter to ensure it remains relevant.

  • Regularly measuring our performance against our charter.

If you concerned about the quality of our services, please feel free to contact the manager of the lab and discuss your issue.

 

You have the right to:

  • Be treated fairly, with courtesy and respect.

  • Comment on the quality of our service to you.

  • Privacy and confidentiality.

  • Obtain copies of documents related to the service provided to you.

  • Contact the ombudsmen if you are unhappy with the way we have managed your feedback.

 

In turn, we ask that you as the customer:

  • Participate in our feedback process.

  • Provide information to the best of your knowledge.

  • Treat our staff with courtesy and respect.

  • Abide by legal requirements and do not act, or expect others to act, unethically.

 

Please get in touch with any comments or suggestions. We value your feedback and promise to get back to you.