Communication with Costumers

DEAR CUSTOMER:
We, at ALFAREA PHARMACEUTICALS Co., are dedicated to provide maximum quality standards in all products. However, things may go wrong and mistakes happen. When this is the case, we need to know about it in order to continuously improve our product.
We recognize your right to report your complaint because customer satisfaction is a basic parameter of our performance.

WE ASSURE YOU THAT:
Whenever you report a complaint, our administration will take it seriously, and deal with it a fair and effective way.
This is achieved by a transparent process of investigation and internal review, and we inform you with the results and corrective actions if taken.

SUBMINTTING YOUR COMPLANIT:
You can register your complaint using any of the following methods:

• Personal Contact: Please contact our medical representatives, and your complaint is directed to the Quality Assurance Department.
• By Telephone: Please call us at Customer Service Center +963115842222(4)
• By FAX: At +963115842225.
• By Email: At alfarespharm@gmail.com

NECESSARY Components TO BE INCLUDED IN YOUR COMPLAINT:
Some information is basically required to better handle your complaint. They are;

• Your contact information, so we can keep you informed with the results
• Full description of the defect/ failure of the product.
• Identifying the full trade name to the product and its strength and dosage form.

Please note that all complaints are subject to our Privacy Policy. Your complaint will be filed confidential.

THE PROCESS OF HANDLING YOUR COMPLAINT:

• Complaints related to services: Sales & Marketing Department normally takes 2 working days to respond to and clear your complaints.
  If you are still dissatisfied, the Quality Assurance Manager will present the complaint to a committee of higher administration to re-evaluate the process.
• Complaints related to defects in products: Your complaint is directed to the Technical Department which runs an investigation in the technical processes in order to identify the underlying cause(s) of the defect then corrective actions are taken.