This outlines the process for handling complaints received by the National Institute for Communicable Diseases (NICD) to ensure timely and effective resolution in compliance with applicable standards.

Scope

This procedure applies to all complaints received through the NICD portal, email, or other communication channels.

Process

1.  Acknowledgment

• All complaints will be acknowledged within 24 hours of receipt.

2. Assessment and Referral

• Upon receipt, complaints will be assessed and categorised based on their nature and urgency.
• Complaints will then be referred to the relevant NICD department or laboratory for investigation and resolution.

3. Investigation and Resolution

• The assigned department or laboratory will review and address the complaint, ensuring appropriate corrective or preventive actions are taken.
• The complainant will be updated on the progress as necessary, and a formal response will be provided upon resolution.

4. Escalation

• If a complaint cannot be resolved at the departmental level, it will be escalated to senior management for further review and action.

5.  Record-Keeping

• All complaints and associated actions will be documented in the NICD complaints management system to ensure accountability and compliance with ISO standards.

Contact Information

For further inquiries or to follow up on a complaint, please fill out the general enquiries form here or call +27 11 386 6400.

This process underscores our commitment to continuous improvement and high-quality service.