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We're Here to Help!

MyGenome

Whether you have a question, feedback, or suggestion, we're always here to listen. Please use the form below to get in touch with us. We will respond to you as follows:

  1. We will acknowledge receipt of your inquiry within 24 hours (1 working day) to assure you that your concern has been noted.
  2. For simple inquiries, such as straightforward questions or common requests, we will provide a detailed response within 2–3 working days.
  3. For complex inquiries, which may require expert input or coordination across multiple departments, we will provide a detailed response within 5–7 working days.
  4. For highly complex issues or inquiries requiring extended research or multi-departmental collaboration, we will inform you if a longer response time is needed and provide regular updates on the progress.

We value your feedback and are committed to addressing your concerns promptly and thoroughly.

Enquiry Form:

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Complaint Handling Process

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

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.

Join Our Team

Interested in working with us? Send us your details and we’ll get back to you.