The provider of a rapid COVID-19 test sold to Woolworths and Coles has denied allegations that it did not provide data to support its testing and poor customer service after the drug regulator punished him with a fine of $ 106,560.
Hough Pharma, which conducts the tests provided to major retailers, received notice of infringement for allegations that it did not provide evidence to the Therapeutic Products Administration (TGA) when asked about the safety and performance of three quick tests.
The regulator has warned COVID-19 rapid test kit suppliers to take their data and customer service obligations seriously. Credit: iStock
The TGA also states that, despite having to have telephone and online customer service operators available seven days a week between 9am and 7pm, it was found that the company had a lack of ‘customer service.
“This compliance action serves as a reminder to companies to take their obligations seriously,” the TGA said in a statement.
However, Hough Pharma CEO Jackson Hough told the Sydney Morning Herald and The Age by email that the company had consistently provided data to the regulator.
“While Pharma has continuously provided efficacy, safety and variant data to the TGA to demonstrate that our products effectively detect COVID-19 and its variants,” he said.
He added that the company rejected the allegations of lack of customer service. “Our intention is to always offer a strong community commitment, taking on our responsibility to provide safe and effective products for the Australian public above all else,” Hough said.
“We operate an 1800 number, in addition to email and SMS response options provided from 7:00 a.m. to 9:00 p.m., seven days a week. We are committed to the highest levels of customer support and product performance “.
The company has contacted the TGA to provide evidence that its customer service meets the requirements.