Complaint Form

We manage complaints received from all stakeholders directly or indirectly affected by our services in a transparent, fair, and impartial manner in accordance with laws and regulations. In this process, we adopt an approach that is accessible, customer-focused, and based on confidentiality.

You can reach us for suggestions and complaints through the following communication channels: By phone: 0 262 319 33 33 Toll-free customer complaint line: 0 800 291 00 02 By email: [email protected] By fax: 0 262 319 60 50 Through our website All complaints received from different communication channels are collected in a single center and resolved as quickly as possible. In this process, we adhere to the principles of transparency, fairness, and customer focus.

Complaints received are recorded in the QDMS Program by the Customer Complaint Manager, who fills in the necessary information. The complaint priority level is determined by the Customer Complaint Manager based on their review of the complaint in accordance with the Priority Determination Instructions, and is then entered into the system.

After transferring your complaint to our QDMS system and creating a trackable reference code, we will send you this code within 24 hours on weekdays and 72 hours on weekends. We first send our notifications in writing (e-mail, fax, etc.) and add the relevant records to the QDMS program. In cases where written notification is not possible, we record the information we provide by phone in QDMS, along with the date and time.

Complaints recorded in our QDMS system are evaluated by our expert team to determine their priority level and the resolution team. For technical issues or matters related to our employees, a comprehensive evaluation is conducted, involving relevant managers and technical personnel. Following this evaluation, your complaint is forwarded to the relevant department for resolution. We determine the priority we give to your complaints through an evaluation process in line with our internal guidelines, thereby ensuring that each complaint receives the value and importance it deserves.

After your complaint is forwarded to the relevant departments, it will be investigated and resolved as soon as possible according to the priority level determined. Urgent complaints are resolved within 1 business day, Normal priority complaints are resolved within 3 business days, Low priority complaints are resolved within 7 business days. If support from different departments is required to resolve the complaint, a management representative will coordinate to ensure that all aspects of the issue are addressed. As a result of the work carried out, the root cause of the complaint and the solution plan are recorded in our system. The action plan determined for the solution is then communicated to you.

Once the solution and action plan determined for your complaint has been approved, we share this plan with you. When agreement is reached with you, we track all our actions through our system, along with the responsible persons and deadlines. The relevant department managers record their completed work in our system, along with objective evidence. When the complaint is deemed closed, we complete the process by providing you with feedback after verification. If the solution is not appropriate, we escalate the issue to a higher level and, where necessary, initiate corrective action to ensure the problem is fully resolved.

Cases Where Agreement Is Reached Once the relevant actions are completed and the proposed solution is approved, we obtain your consent to close your complaint. Before your complaint is closed in our system, we investigate whether the same issue affects other customers. If there are affected customers, we create new notifications and follow up the process to ensure their satisfaction. Cases Where Agreement Is Not Reached If the complainant is not satisfied with the actions taken, the resolution process is restarted, and we seek alternative solutions together with our senior management. If no agreement can be reached on any proposed solution, your complaint remains open. In this case, your right to pursue legal action is reserved. Complaints without agreement continue to be monitored as open in our system until the legal process is concluded. All our complaint management processes are conducted in accordance with the Customer Satisfaction and Complaint Handling Procedure, ensuring that complaints are addressed transparently, fairly, and reliably at every stage. Ref: PR-10 Customer Satisfaction and Complaint Handling Procedure Rev. No/Rev. Date: 11/08.02.2023