Customer Service Cell
Customer satisfaction is a major component of a quality management system, and a significant focus in the National and International Standards. If the customer is well served, the laboratory is achieving its primary function.
It is the responsibility of the Chief Executive Officer to ensure that the customers’ need are met to their satisfaction. The Quality Manager is responsible for measuring the degree of customer satisfaction by using Feed Back comments, Complaint Register, Internal Audits etc. to take preventive and corrective action.
Customer Service Cell of this Centre functions as single window for all Customer Related assistances. They Keep records of Customer and Sample details, recording details of inquiries, complaints, and comments, as well as actions taken.
It is our front office, issolated from our Laboratories.
For further assistance Please contact MSME TESTING CENTRE, 65/1 GST ROAD, GUINDY, CHENNAI - 600 032. Tel. No. : 044-22500634, 22500539 Mob: 9445662299 on any working day from Monday thro' Friday.
Frequently Asked Questions
1. What are the functions of Customer Service Cell ?
Customer Service Cell (CSC) receives the sample submitted by Customer and transfer the same to the concerned Laboratory. Laboratory tests the sample and submit
their Test Report (technical part only) to the CSC. CSC prepares the commercial part, that is, Name, Address and Letter reference(s) of the company / individual who submitted the sample,
and send it to the Customer by hand or by post. As per procedure, CSC functions as coordinating office between Customer and the Laboratories.
However, to maintain secrecy, Laboratories does not know the customer details from whom the samples were received, because the CSC send the sample to the concerned Lab. only with code number.
Customers are not allowed to go to our Laboratories. In case, technical consultancy required, Lab. personnel will be called to CSC for discussion.
2. How do customer know the Test / Calibration charges ?
All the Test / Calibration charges are available in our web site. However, customers can obtain the charges by sending enquiry to our email : dctc-sr@dcmsme.gov.in.
They may also send their enquiry seeking quotation by post also, addressed to "The Director, MSME Testing Centre, 65/1, GST Road, Guindy, Chennai - 600 032"
3. Should charges have to be paid in advance before submitting the samples ?
Yes. Full test charges have to be paid in advance before submitting the sample. In case of part payment (minimum 50% of the total test charges)
samples will be admitted for booking as a special case with the undertaking obtained from the customer. Samples will be tested and Test Report
will be issued only on payment of remaining charges.
4. Charges given in the website is inclusive of GST?
No. The Charges given in the website are not inclusive of GST. GST levied on the total test charges including postal charges.
The percentage of GST varies as and when Government issues notification. At present GST charged @ 18%.
5. Can I pay the test charges by Cash OR Demand Draft OR through Credit / Debit / Net Banking ?
Test charges have to be paid through online Non-Tax Receipt Portal (NTRP) portal only. The link for Demo visuals are available on our home page.
6. Should I calculate GST and pay the charges online ?
No. while filling up the details in the NTRP portal, only Total Test charges have to be mentioned. NTRP will itself calculate the GST and final amount to be paid, will be displayed.
7. Can I pay the test charges, compartmentally?
No. Full payment should have been made before submitting the sample.
8. In case by mistake I have paid excess amount, will you refund the balance amount ?
No refund by cash will be given in case of excess payment. While payment being made at NTRP portal, utmost care should be taken.
However, if the excess payment was made, it will only be adjusted against your future payment.
9. In addition to the payment receipt issued by NTRP Portal, will I get additional receipt from CSC?
Receipt issued (downloaded) at NTRP Portal will be the final cash receipt. However, in the interest of our Customers, Tax Invoice can be issued at
CSC. This Tax Invoice cannot be claimed as a matter of right and CSC have the right to stop issuing it at any time.
10. On submission of sample, what type of acknowledgement will issued to me?
Customers are required to fill a form with the help of CSC officials where you will be informed a Customer reference ID.
Customers shall enquire the status of their Test Report quoting the Refernence ID.
11. How can I collect the Test Report ?
Test Reports are sent by Speed Post in general. However, on request, the same shall be collected
in person. Please note that the Test Reports cannot be issued without authority letter by the Company / Individual.
If an individual who submits the sample on behalf of his Company, can only collect the Test Report without
authority letter.
In the case of letter issued by Government Department OR PSUs, Test Reports will be
issued only on production of authority letter having specimen signature of their authorised agent to collect the same.
12. I am a Contractor performing work for a Government Department / PSU. I am making the payment. Will you issue the
Test Report in the name of assignee Govt. Department / PSU ?
If contractor produces a letter from the Govermnent Department / PSU, the Report will be issued in the name as mentioned in their letter.
However, if contractor does not have any such letter, he has to give a letter in his letter head or plain paper, requesting to issue
the Test Report in another Name & Address. While issuing the Test Report, contractor's letter reference will be mentioned in the Test Report.
13. What is the lead time taken to test my sample and time taken to issue the Test Report ?
The time taken for completing of tests and issue of Test Report will be informed at the time of submitting the sample. Because,
the lead time varies depending upon the number of test(s) / type(s) of tests requested at the time of booking the sample. The lead
time completely depends on the Test Specification. In addition, issue of Test Reports will depend upon the work load of
our laboratory personnel. It depends on other factors like, Power failure, Breakdown of testing machines, man power shortage etc.
However, we will ensure our level best to deliver the Test Report in time.
14. In case the customer holds a test facility at his premises, Can TC Officials visit our plase to witness the test(s)?
Yes. On prior intimation, we undertake to witness the test(s) performed out side our premises for which Witness Charges plus
TA / DA for the witnessing personnel has to be paid. Witness charges attacts GST also.
15. How to challenge the Test Results ?
Customer are allowed to witness the test method being performed at our Centre on payment of witness charges per person.
In case the remains of the submitted samples can be taken for re-test, customers can witness the same by
paying the test charges + witness charges, again. If the samples are perishable in nature, customer can
again submit his sample for test and witness the same on payment of required charges. Please note that all the Test
Reports are issued to the specific sample submitted by the Customer. Therefore, TC, Chennai will not be responsible
for variation in test results, in case of submission of fresh samples.
16. In case of correction required in the Test Report, how would it be done?
In case of Techncial Error or due to typing error, the same may be reported to our CSC in writing.
Necessary action will be taken in consultation with the concerned Lab, revised Test Report will be issued by us at no cost.
Correction required from customer side like change of address etc. revised Test Reports will be given on written request.
But issue of Revised Test Report for free of cost, cannot be claimed as a matter of right.
17. To whom should I make complaint, if any dispute arises ?
To make any complaint against any specific matter, written complaint can be made to
"The Director, MSME Testing Centre, 65/1 GST Road, Guindy, Chennai - 600032 "
