Regulatory Compliance and Integrity
Statement of Impartiality
Taipei
Dongguan
Shanghai
Ethics Violation Reporting Channel
BTL Ethics Violation Reporting Channel
Integrity and accountability are core values of BTL. We conduct all business activities with integrity and do not tolerate corruption, fraud, or misconduct in any form.
If you become aware of any suspicious conduct by a BTL employee or any person acting on behalf of BTL, or any activity that may violate BTL's Ethical Corporate Management Principles or Code of Ethical Conduct, please report it to us.
Important Information
• Please provide the reporter's name, contact telephone number, and email address where possible. Anonymous reports are also accepted.
• BTL will keep the reporter's identity confidential and will protect the reporter from inappropriate treatment or retaliation arising from the report.
• Personal information provided by you, including your name, telephone number, and email address, may be processed and used by BTL during the investigation for the purposes of investigating the reported matter and contacting you.
• You must not knowingly fabricate facts. If a report is subsequently proven to have been made maliciously or to contain deliberately false statements, the reporter shall bear the relevant legal responsibilities.
• To enable us to investigate and resolve the matter as early as possible, please provide specific information and supporting documents wherever available. An investigation may not be possible if sufficient information or documentation is not provided.
Reports may be submitted through the following channel
Email
BTL Complaint Handling Process
01
Complaint Channels and Handling Procedures for Customers and Certification Bodies
Customers or other organizations wishing to submit a complaint may do so verbally, by telephone, or by email. Upon receiving a complaint, BTL's Quality Assurance Department will confirm the reason for the complaint and determine whether the complaint is valid. If the complaint is determined to be unfounded, BTL will explain the reasons in writing, such as by email or fax, and follow up by telephone before closing the case. If the complaint is determined to be valid, attributable to the laboratory, and related to laboratory activities, it will be handled in accordance with BTL's internal Complaint Handling Procedure.
02
Complaint Acceptance, Handling, and Follow-up
2.1 When a complaint is determined to be valid, the Quality Assurance Center will issue a Complaint Handling Form and assign the case to the responsible department for action.
2.2 If handling the complaint is expected to take more than one month, the manager of the responsible department will inform and explain the situation to you in advance.
2.3 For complaint cases reviewed and approved for closure by the person responsible for the laboratory, the Quality Assurance Department will provide written details of the improvement and corrective actions within 15 working days at the latest. The case may be formally closed once you have no objection to the proposed improvement and corrective actions. Otherwise, the corrective action process must be carried out again.
03
Complaint Handling Process Reference
Complaint Contact Information
| Location | Complaint Hotline |
|---|---|
| Taipei | →+886-2-2641-8198 Ext.300 |
| Dongguan | →+86-769-83183000 Ext.526 |
| Shanghai | →+86-021-61765666 Ext.103 |
Complaint Email
→[email protected]