Underwriters - How we work with our Clients



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How we work with our Clients

When you book a test procedure all inquiries are documented by the staff member receiving the inquiry. This information is then passed on to the Managing Director who reviews all incoming Work Orders or inquiries from clients. The Managing Director may delegate this task to a staff member on a case by case basis.

The review is performed to determine:

If the clients requirements are adequately defined, documented and understood

The appropriate standard/requirements

If the laboratory has the capability to undertake the clients requirements

If the clients request is appropriate for their requirements

These aspects of the review are documented, and if required, additional communication may be required for more information or, if the request does not appear to be appropriate to your requirements, we would inform you of the specifications that would fulfill your needs.

If it is determined that the laboratory is able to perform the requested work, a quote or estimate (depending on the information supplied) will be supplied.

If you have not had any work performed by Underwriters Laboratories before, then payment before reports are issued or a deposit may be required.

If the laboratory is unable to perform all or some of the requested work, that work maybe sub-contracted to an accredited laboratory. The sub-contracted work is to be approved by yourself before the Testing Order is signed.

If a reply has not been received after one week a Underwriters sales representative shall make a follow-up phone call to determine if there were any problems with the quote or service provided. If at the end of three weeks a quote has not been accepted and no communication has been received from the customer, the office administrator will send a follow-up letter.