Appendix 1 — Request and Contract Review Record

Parent procedure: 09 – Customer Service

Purpose

To document the review of each customer request before the laboratory accepts or declines the work. This record ensures the laboratory has confirmed its capability, capacity, and understanding of the customer's requirements before committing to deliver.

Instructions

1. The customer contact person completes Part A when a request is received.
2. The Technical Manager completes the technical review in Part B.
3. The Quality Manager or Technical Manager records the decision in Part C.
4. For amendments after acceptance, Part D is used to record the change and customer agreement.
5. Completed records are filed per Procedure 00 — Document and Record Control.

Request and Contract Review Record

Part A — Customer request details

Field	Entry
Request reference / Job number	[Enter]
Date received	[Enter]
Customer name	[Enter]
Customer contact person	[Enter]
Contact details (email / phone)	[Enter]
Request received by	[Enter]
Request received via	☐ Email · ☐ Phone · ☐ Online form · ☐ In person · ☐ Other: [specify]

Requested work

#	Sample description	Test / calibration requested	Method (if specified by customer)	Number of samples	Special requirements
1	[Enter]	[Enter]	[Enter or "Lab to select"]	[Enter]	[Enter or "None"]
2	[Enter]	[Enter]	[Enter or "Lab to select"]	[Enter]	[Enter or "None"]
3	[Enter]	[Enter]	[Enter or "Lab to select"]	[Enter]	[Enter or "None"]

Field	Entry
Requested turnaround time	[Enter]
Reporting requirements	[Format, language, conformity statement, decision rule, etc.]
Confidentiality requirements	[Standard / Special: specify]
Customer specification or standard	[Enter reference or "None"]
Subcontracting acceptable to customer?	☐ Yes · ☐ No · ☐ To be confirmed

Part B — Technical and capability review

Complete each item. Mark ✓ if confirmed, ✗ if not met, or N/A if not applicable.

#	Review item	Status	Notes
1	Method availability — The laboratory has a validated method for each requested test.	[✓/✗/NA]	[Method reference(s)]
2	Method suitability — The method is appropriate for the sample type and matrix described.	[✓/✗/NA]	[Any matrix concerns]
3	Equipment availability — Required instruments are in service and calibrated.	[✓/✗/NA]	[Equipment IDs]
4	Competence — Authorized analysts are available to perform the work.	[✓/✗/NA]	[Analyst name(s)]
5	Capacity — The laboratory can complete the work within the requested turnaround time.	[✓/✗/NA]	[If no, proposed alternative date]
6	Consumables and standards — Required reference materials, reagents, and consumables are in stock and within validity.	[✓/✗/NA]	[Any procurement needed]
7	Reporting — The laboratory can meet the customer's reporting format and content requirements.	[✓/✗/NA]	[Any deviations from standard report]
8	Subcontracting — If any part of the work must be subcontracted, this has been identified and the customer has been informed.	[✓/✗/NA]	[Subcontractor and scope, if applicable]
9	Uncertainty and decision rules — If a conformity statement is required, the decision rule has been agreed with the customer.	[✓/✗/NA]	[Decision rule reference]

Field	Entry
Reviewed by	[Name]
Date of review	[Enter]

Part C — Decision

Field	Entry
Decision	☐ Accepted · ☐ Accepted with conditions · ☐ Declined
Conditions (if applicable)	[e.g., extended turnaround, method substitution, partial scope]
Reason for declining (if applicable)	[Enter]
Agreed turnaround time	[Enter]
Agreed price / quotation reference	[Enter]
Customer informed of decision	☐ Yes — Date: [Enter] — By: [Name]
Decision approved by	[Name and signature]
Date	[Enter]

Part D — Amendments (if any)

Use this section to record any changes to the agreed scope of work after acceptance.

Date	Amendment description	Reason	Customer informed?	Customer agreed?	Recorded by
[Enter]	[Enter]	[Enter]	☐ Yes — Date: [Enter]	☐ Yes · ☐ No	[Name]
[Enter]	[Enter]	[Enter]	☐ Yes — Date: [Enter]	☐ Yes · ☐ No	[Name]