Service Charter
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What is ISRAC?
The Israel Laboratory Accreditation Authority (ISRAC) is a statutory coperation established by virtue of the Israel Laboratory Accreditation Authority Law; 1997, in order to provide services for recognizing the professional competence and capability of laboratories to perform tests in accordance with standards, regulations, and other reference specifications. ISRAC is a non-profit organization. The Minister responsible for the execution of the law is the Minister of Industry and Trade. ISRAC is an audited body, under the State Comptrollerís Law. ISRAC operates in accordance with the regulations found in ISO/IEC Guide 58, which defines the manner in which laboratories accreditation bodies shall operate.
 
The purpose of ISRAC
To promote the quality and professional competence of conformity assessment bodies in harmonization with the world, for the well being of the state of Israel and its citizens.
 
ISRACís clients
ISRACís direct clients are those testing bodies requesting accreditation. ISRAC considers itself the representative for all clients (organizations and individuals) who are likely to be influenced, either directly or indirectly, by the quality of the tests. Among ISRACís principal clients are regulators and public services.

ISRACís commitment towards its clients
 
Uncompromising professionalism
 
Each of ISRACís assessors shall have an academic education and at least two yearsí experience in the relevant field.
 
Every new assessor is required, in accordance with ISRAC procedures, to undergo a period of training and study, at the end of which time he/she will be examined prior to being authorized to conduct assessments.
 
All of ISRACís assessors are required to undergo ongoing professional training and enrichment.
 
ISRAC shall encourage its assessors to constantly update their knowledge in their areas of expertise and will provide them with the most advanced means available for this purpose.
 
Professional knowledge and experience shall be a key component in recruiting, evaluating and promoting the assessors.
 
When various decisions must be made, professional considerations shall always be the determining factor.

 
Meeting defined timetables
 
Assessment of documents submitted by the laboratories shall be completed within one month of their receipt by ISRAC.
 
Annual accreditation certificates shall be issued at the end of the current year, and not later than January 1st of the next year.
 
An accredited laboratory shall receive notification by the end of November, regarding the duration of the surveillance planned for the following year.
 
ISRAC shall be prepared to conduct the official assessment within two months of the day the obligatory documents have been submitted.
 
Requests for information and clarifications by laboratories shall be handled within 14 days in writing or within 3 days by telephone. In the event the matter requires more detailed handling, the applicant will be updated regarding progress of the handling of his request.
 
Complaints shall be dealt in order to complete the handling within 60 days of their receipt by ISRAC.

 
Code of conduct
 
  ISRAC employees are required to adopt conduct based on respect for the client:
 
adopting rules of courtesy and politeness
sensitivity and care for client's needs
maintaining a respectful appearance
arriving punctually for meetings and assessment visits
not abusing in any manner, whether direct or implied, the inherent ďpowerĒ an assessor has.

 
Accessibility
 
The front desk at ISRAC is manned during the entire work day. Calls shall be answered as quickly as possible.
 
ISRAC may be contacted directly by mail, fax, telephone, or via e-mail.
 
ISRAC Personnel shall return any telephone calls within two business days of receiving a message.
 
Requests for meetings with ISRAC management shall be fulfilled within two weeks of the date of the request.

 
Ethics and integrity
 
ISRAC, and all of its employees, are committed to maintaining absolute confidentiality regarding the information received from its clients.
 
ISRAC shall act fairly, without prejudice or conflict of interest, towards all of its clients.
 
ISRAC employees shall avoid, whenever possible, informal relationships with clients and their employees that might jeopardize their ability to maintain an absolutely objective approach.
 
Any assessor who has a social, commercial, economic or personal relationship with the employees or managers, of a kind that might influence his/her judgment, shall not be assigned for laboratory assessment.
 
Before any assessment, the assessor shall state in writing that there is no conflict of interest, neither personal nor commercial, regarding his/her participation in the laboratory assessment.
 
ISRACís management shall deal most severely with any assessor who does not comply with the rules of ethics and confidentiality.

 
Transparence
 
ISRACís ďQuality ManualĒ is presented to the public at ISRACís Web site.
 
ISRACís procedures are open to the public and some of them, relating to clients, are posted on the web site.
 
A list of accredited laboratories and details of the scope of their accreditation can also be found at ISRAC web site.
 
ISRAC undertakes to update its Web site every month.
 
ISRAC undertakes to publish quarterly its journal Ė the "Reshuton".The "Reshuton" will includes, the latest updates to the list of accredited laboratories and/or their scope of accreditation.
 
The Reshuton publicizes ISRACís views and guidelines on a variety of topics.
 
ISRAC bases the initial scope of accreditation and surveillance on criteria excepted worldwide. ISRACís rules line in estimating the time for assessing a laboratory is based on documents from the international organizations IAF and ILAC.
 
ISRACís fees are approved by ISRACís Board of Directors and are based on the rates of the Civil Service Authority and similar institutions in Israel.