ISO 17025:2017 7.1.2 - Should I produce a document for the customer?

[Gus]

Hello all,

I have not yet had the necessity to address this part of the norm:

7.1.2 The laboratory shall inform the customer when the method requested by the customer is considered to be inappropiate or out of date

situation is as follows:
- we are certified to perform tests for two national standards for a particular construction/design type of a certain product
- Customs (not customers, i do mean customs regulations) have no idea that there are different types of construction or design, and thus have referred all of this type of product for a determined rating to comply with this standard
- it is NOT feasible to test other types of this product under this standard only those for which the standard CLEARLY states within its scope (its in the title of the standard for god's sake... )


We have already told this customer that this standard is not applicable for their product, but he (understandably) is asking our lab for a document stating such claims (i mean, the email response is a document right?)

i am just on the fence as to producing an official document because i don't really know if it falls within our authority to produce it (idk if this rubs on the 7.8.7 clause or not really)

any help will be much appreciated

 

[John Broomfield]

It looks like your customer is asking for your lab’s advice about the unsuitability of the test to be stated on your lab’s headed paper.

From a customer service point of view your lab should also recommend the applicable test so they can get it right in the future.

 

[Gus]

Thanks for your reply John!
To the best of my knowledge, there isn't a national standard for their particular product, but I'll do some more research and will provide the headed paper.

 

[Jim Wynne]

It looks like your customer is asking for your lab’s advice about the unsuitability of the test to be stated on your lab’s headed paper.

From a customer service point of view your lab should also recommend the applicable test so they can get it right in the future.

Whether or not such recommendations are appropriate depends on the source of the requirement, I think. It appears that the OP might be ordering testing required by his customer, in which case it would be more appropriate to provide the requested statement and let the lab's customer deal with their customer in sorting it out. With each link in the supply chain, miscommunication and misunderstanding become more probable.

 

[John Broomfield]

I took that we had a customer (of some organization) looking for expert advice in a form that could be shared with others.

 

[Jim Wynne]

I took that we had a customer (of some organization) looking for expert advice in a form that could be shared with others.

You might be reading too much into it. The OP says that he was concerned about formally informing a customer that the testing requested was inappropriate, not that the customer was looking for advice as to the appropriate testing. Such advice might be a good and helpful thing, but not necessarily.

 

[Gus]

Well, if i understand what you are asking i am more than happy to clarify a few things,

because of new regulations in México it is now mandatory that all imported products that are subject to compliance with national standards (where applicable) meet regulations before import for comercial use is authorized

Customs has determined (although their technical expertise is limited) which standards are applicable to each product classification (they are wrong in this case) and are enforcing this with those in charge of the import process (our customer, which is not the owner of the product but their logistics contractor apparently)

My customer is not really asking for advice per se, it is actually seeking for some sort of evidence that he can present to Customs officials as to validate why it is not possible to test their product according to that standard (the lab has already determined though its technical expertise that this is not the appropriate standard and to the best of our knowledge their product is not within scope of any national standard released to date)

 

[Jim Wynne]

My customer is not really asking for advice per se, it is actually seeking for some sort of evidence that he can present to Customs officials as to validate why it is not possible to test their product according to that standard (the lab has already determined though its technical expertise that this is not the appropriate standard and to the best of our knowledge their product is not within scope of any national standard released to date)

Thanks for the clarification. I think it's entirely appropriate that you should provide the requested statement. There doesn't seem to be any risk involved so long as you're certain about the details.

 

[Gus]

Thanks Jim, John,
Your help is much appreciated!