Share Your Feedback

1. Submitting a Complaint
Complaints can be submitted through any of the following channels:

• Email: info@mygenome.asia
• Phone: +603-21616113
• Website: https://mygenome.asia

2. Complaint Evaluation
The respective laboratory personnel will review the details of the complaint to assess its severity and urgency.

3. Investigation
An investigation will be conducted to address the complaint thoroughly.

4. Communication of Resolution
The laboratory personnel will communicate the resolution to the marketing team, who will then inform the complainant.

5. Follow-Up
Follow-up actions will be taken to ensure the resolution provided was satisfactory.

• Acknowledgment:
  We will acknowledge receipt of your complaint within 24 hours (1 working day) to confirm that your concern has been logged.

• Resolution Timeframes:

  • Simple Complaints: Resolutions for minor issues will be provided within 2–3 working days.
  • Complex Complaints: Complaints requiring detailed investigation or expert input will be resolved within 5–7 working days.
  • Highly Complex Complaints: For cases involving extensive research or multi-departmental collaboration, we will notify you if additional time is required and provide regular updates on progress.

Commitment to Excellence
We value your feedback and are committed to resolving complaints promptly and effectively. Thank you for your trust and patience.