ENERGROM SHILE DISPOSAL FACILITY COMPLAINT MANAGEMENT PROCEDURE
OBJECTIVE and SCOPE
The purpose of this policy is to effectively classify and record stakeholders' requests, questions, suggestions, compliments, technical support, and complaints.
To evaluate and resolve them in an impartial manner.
To inform stakeholders of the outcome.
To take necessary measures to prevent the recurrence of the problem by utilizing the records.
To determine the steps to be taken to improve service quality.
This aims to improve processes and increase stakeholder satisfaction by addressing the above items and evaluating the information obtained.
RESPONSIBILITY
All units of Energrom are responsible for the implementation of this policy.
COMPLAINT MANAGEMENT POLICY
In this regard, all types of complaints from stakeholders are welcomed and aimed to be resolved with the most appropriate solution as soon as possible. Each complaint is handled and concluded fairly, objectively, and impartially, effectively and efficiently.
Stakeholders, personnel, and other related parties are informed about the COMPLAINT resolution channels and the complaint management policy through various channels. All stakeholder complaints and suggestions are recorded in a way that allows for healthy monitoring of every stage of complaint management and classification and resolution of complaints and suggestions.
The created records are evaluated by upper management, and projects are determined to increase stakeholder satisfaction and service quality in areas where complaints are concentrated.
COMPLAINT COMMUNICATION CHANNELS
Email kurumsaliletisim@energrom.com.tr - complaints received through the "Suggestion/Complaint Form." Complaints sent to other email addresses listed on the website (staff email addresses).
MEETING AND DIRECTING COMPLAINTS
Every complaint is recorded by the “Corporate Communication Department.”
If stakeholder requests and complaints are conveyed to our company personnel through channels other than the above, the relevant personnel are responsible for informing the stakeholder about the above solution channels, and these complaints will be recorded.
The Corporate Communication Manager informs stakeholders that their request has been recorded and will be concluded as soon as possible and directs incoming complaints to the relevant business units. Complaints submitted in writing by stakeholders are uploaded to the system and stored. Complaints received from official institutions are reported to the relevant General Manager by the receiving unit on the same day and recorded in the system. All requests and complaints mentioned above are recorded in the "Stakeholder Complaint Management Tracking Form."
COMPLAINT RESOLUTION PROCESS
The relevant personnel sends the resolution proposal to the Corporate Communication Manager within 1 business day.
After evaluating the resolution proposal from the relevant manager regarding the COMPLAINT, the Corporate Communication Manager communicates it to the stakeholders in writing, via phone, email, or other communication means, in accordance with the company's practices, and it is recorded.
For effective tracking of actions, in cases where the complaint is not fully resolved or will be addressed with actions planned for later dates, the status of the complaint is left as "open." Situations where no actions are planned by upper management are recorded in this way.
All complaints and suggestions from stakeholders are responded to on the next business day after a message is received from the relevant personnel. If this timeline cannot be met, support is requested from the relevant Assistant General Manager.
COMPLAINT REPORTING PROCESS
The Corporate Communication Manager groups and classifies complaint records based on the "Complaint Management Tracking Form." Repeated complaints are shared with the relevant managers for analysis to eliminate the root cause and to take necessary actions if required. Complaints submitted by stakeholders are reported by the Corporate Communication Manager to the General Manager at the end of each month.
