Frequently Asked Questions

Please email acdp-proficiency-testing@csiro.au with details of the PT round you were participating in, the report number, and the specific issue you'd like to discuss. An ACDP Proficiency Testing Coordinator will contact you to provide assistance.

You have the right to appeal your Proficiency Testing evaluation. To do so, please email us at acdp-proficiency-testing@csiro.au within one month of receiving your evaluation. Your request will be reviewed internally by management. If it warrants a deviation, it will be managed through our quality management system in accordance with our deviation and complaints procedure.

Your appeal will be reviewed, approved, and communicated back to you via email by someone not directly involved in the PT round in question. We will do our best to acknowledge receipt, provide progress updates, and inform you of the outcome at the end of the handling process.

If any samples arrive in poor condition or if you have any concerns or questions about them, please notify ACDP without delay and include photographs if possible. We will work with you to resolve any issues promptly.

The sample stability period and storage instructions will be supplied with the samples at the time of delivery. ACDP QA guarantee the stability of samples during this period, provided the storage instructions are followed.

Reagents: The stability period and storage instructions for each product are listed on the "Product Information Sheet".
PT samples: Please see the "Sample Information Sheet" for storage instructions. PT samples are guaranteed until the completion of the testing period for that round.

The samples may be stored at or below the temperature recommended in the sample information. Lyophilised samples (prior to rehydration) should ideally be stored at 4°C, but they can be stored at -20°C. Frozen liquid samples should be stored between -20°C and -80°C.

ACDP QA recommends RNase/DNase free water is used to rehydrate lyophilised samples, if nuclease free water is not available, lyophilised samples may be rehydrated using good quality water available in your laboratory.

If your samples are generating a result outside the indicative value limits, please contact us via our enquiry form. Please describe the conditions under which you have stored the sample and what method you have used to test the sample. Providing this information will allow us to help you identify the potential cause of the issue.

In general your request for reagents will go throught the following steps. For a more detailed description of our shipping process, please see our shipping policy.

1. Submit your request. ACDP QA reviews your order and issues a quote.
2. Accept the quote and sign the Material Transfer Agreement (MTA).
3. Provide any additional documentation (e.g., permits, certifications).
4. Receive dispatch notification with tracking details.
5. Confirm delivery with ACDP QA once the materials arrive.

• Within Australia: 12–72 hours after dispatch.
• International: 1–3 weeks, depending on customs and shipping conditions.

• Import permits.
• Laboratory certification letters.
• End-user agreements.

Final invoices may include unexpected charges, such as extended holding times or dry ice replenishment. ACDP QA strives to provide accurate estimates upfront.

ACDP QA chooses the best shipper for the material type. If you have a preferred shipper, let us know, and we’ll try to accommodate.

We're always ready to hear what you have to say, whether it is a question about a product or service, a concern you have with our process or product(s) or an idea of how we can improve. Please email us with your feedback or questions, and we’ll ensure they are promptly reviewed and addressed.

We are committed to resolving any concerns you may have. Please contact our Reagents or Proficiency Testing team with your concerns.

To help us address your concern effectively, our staff may request additional information. Your concern will be reviewed by an ACDP QA member not directly related to your concern and the technical managers. The outcome of this review will be communicated to you via email.

If a more in-depth review is required, the issue may be escalated internally and handled according to ACDP's quality management system, following our deviation and complaints procedure. We are committed to keeping you informed by acknowledging receipt of your request, providing progress updates, and sharing the final outcome.