Report a potential product defect

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Product selection

In order to keep patients safe, it is vital that the highest possible quality is maintained with our products. If you suspect a potential defect or a Roche product has not met your expectations, please report this to us and provide as much information as possible.

For which Roche product do you have a complaint?

Product Information

Please provide as many details about your product as possible. Refer to the diagram on the right side to find where the requested information is typically found.

Product selected

Please submit as many product details as possible.

Is your product available for return?

Please keep the product until further instruction is provided.

Complaint Details

Please describe the defect in as much detail as you can. If possible, please also upload a photo of the product and defect.

What exactly is wrong with your Roche product? Upload photos of the defect.

Upload photos of the defect

Examples of potential product deficiencies may include (but are not limited to):

Empty blister cavity
Size/shape variation
Unusual appearance
Foreign matter
Cracked cap
Counterfeit product
Reconstitution issues
Discoloration
Missing label
Component not working
Missing component
Missing lot number or expiration date

How is it different from "normal"? Please add a detailed description of the defect (e.g. appearance, damage, leakage).

Describe when exactly you discovered the defect (e.g. when opening the box, before the administration, after the administration, at which handling step according to instructions of use or patient information leaflet)

Complaint Details Continued

Please describe the defect in as much detail as you can.

How was the product stored?*

How long have you/patient/caregiver been using the product?*

Was the product administered at home or in a medical environment (e.g. doctors office)?*

By whom?

Did the administrator of the product receive any handling training?*

Has this complaint also been reported via an additional channel (e.g. Health Authority / Call center/ Pharmacy)? *

Have there been any side effects involved?*

Personal Details

Are you a…

F. Hoffmann-La Roche Ltd ("Roche") has legal obligations to record and/or report product complaints. Therefore, for such purposes your data will be processed in accordance with specific drug safety legislation, as further described in the Roche Privacy Notice for Pharmacovigilance, medical information and product complaints.

Roche will keep a record of the personal data that you provide for the purpose of responding to your inquiry, to follow up on such requests, to maintain the information in the Roche product complaint database for reference and to comply with our legal and regulatory recording and reporting obligations. The retention time of data is in accordance with respective laws and regulations.

By including personal data of another data subject in the form, you represent the lawfulness of processing of such personal data.

The Privacy Policy provides further detailed information about your rights and how Roche processes personal data.

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Country of residence / practice

Product selection

For which Roche product do you have a complaint?

Product Information

Product selected

Please submit as many product details as possible.

Is your product available for return?

Complaint Details

What exactly is wrong with your Roche product? Upload photos of the defect.

How is it different from "normal"? Please add a detailed description of the defect (e.g. appearance, damage, leakage).

Describe when exactly you discovered the defect (e.g. when opening the box, before the administration, after the administration, at which handling step according to instructions of use or patient information leaflet)

Complaint Details Continued

How was the product stored?*

How long have you/patient/caregiver been using the product?*

Was the product administered at home or in a medical environment (e.g. doctors office)?*

By whom?

Did the administrator of the product receive any handling training?*

Has this complaint also been reported via an additional channel (e.g. Health Authority / Call center/ Pharmacy)? *

Have there been any side effects involved?*

Personal Details

Are you a…

Country of residence / practice

Product selection

For which Roche product do you have a complaint?

Product Information

Product selected

Please submit as many product details as possible.

Is your product available for return?

Complaint Details

What exactly is wrong with your Roche product? Upload photos of the defect.

How is it different from "normal"? Please add a detailed description of the defect (e.g. appearance, damage, leakage).

Describe when exactly you discovered the defect (e.g. when opening the box, before the administration, after the administration, at which handling step according to instructions of use or patient information leaflet)

Complaint Details Continued

How was the product stored?*

How long have you/patient/caregiver been using the product?*

Was the product administered at home or in a medical environment (e.g. doctors office)?*

By whom?

Did the administrator of the product receive any handling training?*

Has this complaint also been reported via an additional channel (e.g. Health Authority / Call center/ Pharmacy)? *

Have there been any side effects involved?*

Personal Details

Are you a…

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