经过一系列规定动作形成的检定、校准证书或报告(以下简称“证书”或“报告”)承载了检定、校准过程和结果的主要信息。当客户对证书、报告内容或其形成过程的感知质量(效果)低于认知质量(要求)时,便会产生投诉(或抱怨)。客户投诉处理关系到计量检定机构的形象和检测事业的发展,应当予以足够的重视。但在笔者接触和参与的法定计量检定机构考核和监督检查中,发现很多基层法定计量 Calibration, calibration certificates or reports (hereafter “Certificates” or “Reports”), which are formed after a series of prescribed actions, carry key information about the verification, calibration process and results. Complaints (or complaints) arise when the perceived quality (effectiveness) of a client’s certificate, report, or process of formation is lower than the perceived quality (requirement). Customer complaints related to the measurement of the image of the agency and detection of the development of the cause should be given sufficient attention. However, in the author’s contact and participation in the legal metrology institutes assessment and supervision and inspection, found a lot of grassroots legal metrology