Customer Feedback Guide;
In TOSÇELİK PROFİL VE SAC END. A.Ş, a Feedback Handling Process has been established in order to evaluate all feedbacks on every subject. This process complies with the requirements of the ISO 10002 Customer Satisfaction Quality Management System Standard.
Our core policy is to increase the customer satisfaction and loyalty with a sense of quality that will meet the needs and changing expectations of our customers. Therefore, Tosçelik sees any feedback from its customers as an opportunity for improvement and development of its processes.
Suggestions, requests, criticisms, acknowledgments or feedbacks on other issues are recorded.
Feedback Submission:
You can use the following contact methods to submit your feedbacks via:
Mail, telephone, fax and personally
Headquarters
Address: Org. San. Böl. Necati Özsoy Cad., No:12., Sarıseki/İskenderun/Hatay
Phone: 0 326 656 28 90
Fax: 0 326 656 21 00
Email: teknik.hizmetler@toscelik.com.tr
Marmara Region
Address: Barbaros Mahallesi Sütçüoğluyolu Cad. Tosyalı Plaza No: 70 TR-34746 Yenisahra / Kadıköy / İstanbul
Phone: 0 216 544 36 00
Fax: 0 216 544 36 37
Email: teknik.hizmetler@toscelik.com.tr
Website:
Feedback can be sent by filling out the Feedback Form at www.toscelik.com.tr.
Feedback Evaluation Process:
All feedbacks of our customers are recorded on the same day if they are received during the office hours and within the following working day if they are received outside working hours. Our customer is updated on recording through the most appropriate means of communication.
Tosçelik handles the feedback of its customers effectively and efficiently. Evaluations are made in a fair, objective and impartial manner. All customer feedbacks are answered.
Feedback evaluation is free of charge.
The Customer Technical Services Manager conducts the initial review and evaluation of the customer's feedback to determine the status of the feedback based on the following criteria: feedback severity, complexity, impact on security, and the need for immediate action. The status is determined according to the following parameters:
Urgent Priority: Priority status requiring immediate intervention at a high level of importance.
- High risk notifications regarding occupational health and safety.
- High risk notifications regarding environmental safety.
- High material damage notifications.
Normal Priority: All other feedbacks that do not require immediate intervention at a high level of importance but need improvement.
For urgent priority feedbacks, the response time for notifying the customer of the decision and providing the solution is maximum 1 business day. For this kind of feedback, an urgent Technical Visit is planned and non-compliance is intervened.
At the end of the evaluation of normal priority feedbacks, a request to visit the customer may be offered to respond to feedback and provide solutions, or the customer may be asked for various arguments about his feedback. The response time for normal priority feedbacks is maximum 7 business days from the date of the visit, if necessary, or the delivery of the requested arguments.
After all evaluations, the Customer Technical Services Manager will provide the customer with a positive or negative response to the feedback via the most appropriate communication tool. After the evaluation of the feedback, if there are any error in our processes, corrective actions are initiated to prevent the recurrence of this error.
If the customer is not satisfied with Tosçelik's response, the complaint is not closed. Service may be obtained from impartial organizations or legal authorities may be consulted to verify the complaint.
Confidentiality Commitment
Tosçelik undertakes to keep any customer feedback its confidential and inform its customers before sharing information in cases involving legal obligations.