refer to the “Prices” section of our website to get detailed information about
diagnosis/analysis prices and analysis times as well as rates applicable to
production and training activities at the Etlik Central Veterinary Control
& Research Institute (ECVCRI).
Only those samples will be accepted by ECVCRI, which are sent by customers,
mail or cargo companies with a voucher attached to show that the dispatch is
postpaid. This shall not apply to samples sent for analysis/testing together
with an official letter and a pathological substance dispatch protocol to be
issued by the Provincial or District Directorates of the Ministry pursuant to
the Law on Veterinary Services, Plant Health, Food & Feed (Law# 5996).
During the process of sample acceptance, the sample and its packaging (quality,
quantity etc. as set forth in the customer’s letter of request) are examined
pursuant to criteria described in the Sample Acceptance, Distribution and
Storage Procedure and Laboratory Sample Acceptance Guidelines. Samples
determined to be appropriate are accepted, and a Sample Acceptance Form is
issued. Samples determined to be inappropriate, after having sought the opinion
of relevant departments as per Sample Acceptance Guidelines, and those that are
not eligible due to lack of suitable methods of analysis/testing/examination as
well as those not postpaid are sent back to the addresser after a Refusal
Record Form is issued.
Samples that have been accepted by the Sample Acceptance Officer and/or by the Veterinarian
on duty during public holidays or out of office hours, but are considered
inappropriate by the relevant laboratory are sent back to the customer together
with a reasoned letter of refusal, which shall bear the initials of the
Laboratory Officer and Technical Services Officer as well as the signature of
the Institute Director.
Customer requests arriving at ECVCRI are in the first hand examined by the
Technical Services Officer together with the relevant department officer to
determine whether the request can be met with an eye to the resources
available. Those found appropriate are then forwarded to relevant departments.
With this forwarding, a contract is considered to have been signed with the
Samples forwarded to related departments are stored at adequate conditions
until the results are obtained. The preservation time of samples allowing for
longer storage times is 5 days from the day on which the result of
analysis/test/examination reports is sent. At the end of said time, samples are
disposed of pursuant to the Waste Control Procedure.
Customer complaints might arise from the results, time, method, or price of
analyses/tests/ examinations, behavior of staff, spelling errors in
analysis/test/examination reports, invoice data, deviation from principles of
confidentiality and reliability etc. Written complaints received from customers
(customers are asked to write down their complaints if made verbally) are first
checked out by the Technical Services Officer and then forwarded to the related
department. In case of complaints, action shall be taken according to the
Customer Complaint Procedure.
Unless requested otherwise, analysis/test/examination reports are issued in two
copies, with the original copy sent to the customer by post. If requested by
the customer, it is also possible to send analysis/test/ examination reports by
fax or by cargo with counter-payment. No information about
analysis/test/examination results will be given to customers by phone.
Objections against analysis/test/examination results have to be filed within 15
days as from the day on which the report is sent.
Analysis/test/examination reports sent to customer although they are faulty are
asked back from the customer in written. Thereafter, a 2nd report
issued the same day will be sent to the customer.
In case of delay in the dispatch of analysis/test/examination reports, the
customer will be notified in written.
Please fill out our Survey Forms so that we can improve our service.
Customer survey form.pdf