Process of Handling Complaints
As GİSAŞ, we aim to keep the satisfaction of our customers at the highest level in our services. Therefore, a complaint handling procedure is being practiced for the purpose of evaluating customer complaints in a fair, objective and bias free manner on issues that our customers do not find insufficient to meet their demands and needs and your complaints are resolved for free after being evaluated by our trained and experienced staff.
GISAŞ puts the customer at the center of the complaint acceptance and resolution process and offers customer-oriented methods and solutions. In the processes of examining and resolving complaints and suggestions, the principle of commitment and punctuality is adhered to under all circumstances.
GİSAŞ has committed to deal with the complaints effectively and efficiently and to resolve the complaints encountered with Procedure and Policy and announced this to all the stakeholders.
It has also been committed in our policy by the top management that the resources (human, training, etc.) required will be provided in order to eliminate the complaint and to keep the customer satisfaction at the top level.
GİSAŞ’s ways of accepting complaints have been diversified to make it easier on our customers to contact our (telephone(s), e-mail(s), and customer suggestion-complaint panel(s) on the website). The Customer relations’ link on our website is on the home page and has a striking structure in terms of dimension. All written information regarding to the delivery of complaints are written in a legible size and structure and in an understandable language. Complaints received via telephone are met by our trained personnel and are taken in accordance with the specified rules and guidance necessary is provided.
Necessary documentation has been created for complaint management and complaints are managed through the documentation structure within the system. Thus, it is possible to reach every stage of the complaint process and examine the information.
The complainant is informed at regular intervals from the acceptance of the complaint until an agreement is reached for a solution. Apart from regular information, the complainant is free to receive information on the subject at any time and in any period. For complaints received from the customer during working hours, the customer is informed about on the workday on which the complaint is received, and for complaints received outside working hours, customer is going to be informed on the first workday following the day on which the complaint is received. The plan determined according to the priority status of the complaint is shared with the customer. All information shared with the customer is kept in its original form without any changes.
If the complainant is found to be right in his complaint, the suffering in question is resolved according to the mutual agreement to be reached with the complainant. If there is a nonconformity arising from the complainant’s own practices, this situation is conveyed to the complainant by producing alternative solutions when necessary.
The complaint is intended to be resolved within 5 working days at the latest. However, if the complaint is extensive and cannot be resolved within 5 working days, the customer is informed.
Complaints under the responsibility of GİSAŞ are evaluated by the relevant GİSAŞ personnel, and the necessary action for solution is made. For chronic and recurring problems, corrective action is initiated and followed up by the complaint management representative.
The customer is informed about the evaluation process of the complaints and the actions carried out.
After the complaint is closed, the customer is asked to evaluate the performance of the customer satisfaction management system and the handling of the complaint in the e-mail, telephone, fax or face-to-face meeting regarding to the closing of the complaint.
By recording the nonconformities encountered GISAŞ continuously improves its customer satisfaction management system with corrective and remedial actions and management review meetings.
On the telephone, fax or during face-to-face interviews, asks its performance in complaint handling to be evaluated.
Information, documents and records obtained during the handling of complaints and objections are confidential and are not given to third parties under any circumstances. When demanded due to legal requirements from GISAŞ to inform third parties, it informs the customer of this situation.
|Name Surname:||Sevinç Altan|
|Title:||Complaint Management Representative|
|Phone:||0216 446 00 81 Pbx (359)|
|GSM:||+90 533 109 9628|
|Fax:||0216 446 06 83|