Frequently Asked Questions

The programs available can be found on our product catalogue. To request a quote, select the ‘Add to Quote’ option against the desired program/s and then select Finalise Quote. 

Once you have completed the fields, this is submitted to our team to process your quotation. 

If you have checked our product catalogue on the RCPAQAP website and have not found the program or measurand you are interested in, we recommend that you complete a New Program Request Form  which will be directed to our program development team.

The program development team will keep you informed on the progress of your request.

For existing customers, the primary contact can Enrol via the myQAP portal. New customers will need to contact our customer service team for assistance. 

An enrolment certificate is automatically generated once the corresponding invoice has been paid in full. The Enrolment Certificate lists all the programs a participant is enrolled in and is emailed to the nominated primary contact. A copy of the certificate can also be found under the ‘Certificate’ tab in myQAP. 

Details of available international distributors can be found here. 

From late January onwards, we begin placing items on ‘Approval.’ This means that all enrolments during and after this time must be approved by RCPAQAP staff. 

At this point we will check sample availability and apply the appropriate pro-rata rates prior to the finalisation of the enrolment. 

Once approval has been received, a confirmation e-mail will be sent to the participant advising an invoice can be generated to finalise the enrolment via the myQAP Customer Portal. If the RCPAQAP is unable to accommodate the order, we will notify you via email. 

We do not process enrolments based on purchase orders as required information is not always available on the document. Existing customers can enrol via the myQAP portal whereas new customers will need to contact our customer service team for assistance. 

The primary contact is responsible for ensuring that enrolments are complete and correct, shipments are received and cleared, results are submitted by the close date and that survey reports are reviewed and actioned appropriately.

They are also able to edit the contact and participant details and are responsible for ensuring that the shipping address, phone number is correct.  The primary contact will manage that contacts are removed or updated as required.

They will receive communication from the RCPAQAP notifying them of any issues, enrolments, result and report changes, along with shipping notifications from the freight carrier.

The Data Analysis and Assessment Criteria Handbook provides customers with information and instructions on the data analysis systems used to assess performance in all RCPAQAP disciplines. 

A comprehensive guide to interpreting reports is available on the myQAP Data Analytics help page 

The survey opening and closing dates can be found in the result entry page in myQAP as well as on the survey schedule.  

Log a request in myQAP and provide the participant number, sample number and an explanation of what happened, and the relevant discipline will advise on the best course of action. 

This is dependent on the program. We publish expected turnaround times in our Participant Handbook. We aim to get reports released earlier than this set time frame. 

Your primary myQAP contact will have received an Air Waybill(AWB)/tracking number notification from our nominated freight carrier upon dispatch. If you have not received this, it may be related to your email security settings.

We also recommend checking the survey schedules for information about discipline-specific send-outs. Sometimes the material is sent on the date the survey opens but for some programs, you may receive the material long before the survey opens.

The following couriers are utilised by the RCPAQAP:

• Startrack for Australian participants
• DHL for International customers receiving non-dangerous goods shipments
• UPS for International customers receiving dangerous goods shipments.

We recommend checking the survey schedules for information about discipline-specific send-outs. Sometimes the material is sent on the date the survey opens but for some programs, you may receive the material long before the survey opens. 

Some programs are sent as a complete kit before the enrolment year starts or upon enrolment. Samples are then stored on site and picked when a survey opens. 

Other programs are dispatched survey to survey. This generally occurs the week prior to a survey opening 

Customs clearance issues are typically due to:

• Our shipping partner not being able to contact the nominated receiver
• Your import permit not being presented or correct
• Delays in payment of Duties and Taxes
• Ad-hoc Inspections

To avoid these delays, you are required to promptly provide any permits, documents, and payment. You can pro-actively provide the required documents and payment by forwarding your notification email back to the freight carriers customer service team and giving them the instructions and attaching the permits, documents, or account numbers for charges to be billed to.

If you require a copy of your Commercial Invoice or Bill of Entry, you can also request this from the freight carrier’s customer service team. The email for the freight carrier’s customer service team can be found by going to their website. It is recommended you call the freight carrier if delays occur and ask what the need from you to clear the shipment.

Most of the RCPAQAP programs are sent at ambient temperature, which we have found does not impact sample stability. There are exceptions if your area has been impacted by significant temperature spikes. Generally, your samples will be suitable for testing. 
If you have significant concern about the validity of your results, you can enter your comment in the comment field relating to sample stability/haemolysis (etc), when submitting your results. 

You will need to be added as a contact against an organisation, site, or participant number to obtain access to myQAP portal 

We recommend you ask your primary contact to log a request in myQAP to add you as a contact to the relevant participant numbers. Alternatively, the primary contact can add you themselves by following these steps. 

For further assistance email our Customer Service Team on [email protected]. 

If you have forgotten your password, head to the myQAP login page and then select ‘Forgot your password?.’ You will then be able to enter your email address, and we will send you a link to create a new password. 

Your myQAP account will lock itself after multiple failed attempts at signing in. Please contact our customer service team on [email protected].to unlock your account. 

On the myQAP Dashboard select ‘Requests’ and choose from the below options: 

• General Request 

• Request for Cancellation 

• Add a Contact 

• New Participation Number Request 

Fill in the required fields and ‘Save’ to submit the request. An email will then be sent to you with a request number for reference.   

For more information on the request options, please refer to our help article