Complaint and Suggestion Procedure

In our company; It is handled within the framework of contracts or order approval requirements made with our customers and every effort is made until each complaint or dissatisfaction is eliminated. Receiving complaints, dissatisfaction, suggestions and opinions;

Our customers can contact our company directly by phone,
via the e-mail address [email protected],
via face-to-face meetings with our Customer Representatives,
via our Social Media accounts,

They can convey their complaints or dissatisfactions, suggestions and opinions. Our personnel who receive complaints, dissatisfactions, suggestions and opinions can fill out the Customer Complaint Form on the ERP;

Complaint - Dissatisfaction - Suggestion and Request should be understandable, clear and precise,
The name, surname, contact information and title of the person who submitted the Complaint - Dissatisfaction - Suggestion and Request should be recorded,
The impact of the Complaint - Dissatisfaction - Suggestion and Request on our company and the customer should be recorded,
The needs and expectations regarding the Complaint - Dissatisfaction - Suggestion and Request should be defined,
The feedback authority to be provided by our company should be defined,
The regulations/standards and specifications regarding the Complaint - Dissatisfaction - Suggestion and Request should be defined,
There should be no missing or incorrect information,
It should be determined whether the subject of the Complaint - Dissatisfaction - Suggestion and Request is related to the product - service - personnel,
If the subject of the Complaint - Dissatisfaction - Suggestion and Request is related to the Product, its usage area should be clearly determined,
If there is any visible/visual data,

They record it in the ERP system with care. They immediately report all the information they receive to the Management Representative in writing. The Management Representative; Handles, investigates and evaluates complaints, dissatisfactions, suggestions and opinions,

Whether it is caused by personnel,
Whether it is caused by business processes or production processes,
Whether it is caused by machines,
Whether it is caused by raw materials or auxiliary materials,

The parameters are taken into consideration by the Management Representative and the research and evaluation process is initiated. During the Research and Evaluation process;

Error - complaint - request - suggestion technical criteria,
Number of repetitions,
Subject,
Incomplete and incorrect information,
Request seriousness,
Impact on security,
Complexity,
Impact and need or possibility of immediate action, and,
It is clearly stated to the customer how and in what way complaints, dissatisfactions, opinions and suggestions can be reported,
Openness of communication channels where complaints, dissatisfactions, opinions and suggestions can be easily expressed at any time,
At what stage the complaint, dissatisfactions, opinions and suggestions are and what has been done about the complaint can be reported back to the customer and can be answered,
Regardless of who the complainant - suggestion and opinion owner is, it is evaluated fairly and impartially,
The seriousness of handling the request of the complainant, suggestion and opinion owner is made felt,
Our Accountability in case of any need regarding the request of the complainant - suggestion and opinion owner,
Our activities are customer-focused and continuous It addresses the improvability,
Monitoring and closing of requests,
Adequate acquisition and use of resources including personnel training,
Identification of the needs and expectations of requesters,
Analysis and evaluation of requests to improve product and service quality,
Inspection of requests to improve product and service quality and processes.

Requests received by our company are notified by the Operations Specialist via e-mail that the request has been received and the evaluation process has been initiated.

Initial Assessment of the Request, After the request (Complaint - Suggestion and opinion) is accepted, each request received is evaluated and resolved in terms of criteria such as its seriousness, subject, impact on security, complexity, impact and need or possibility of immediate action, Error - complaint - request - suggestion technical criteria, Number of repetitions, Incomplete and incorrect information, and according to the evaluation result, the relevant departments (Quality, Production, Sales etc.) initiate activities in line with the Corrective and Preventive Action Procedure.

Responding to the Request (Complaint - Suggestion and Opinion); After the root cause is investigated to a level where it can be eliminated, the solution found is suggested to the customer and similar problems are prevented in the future. If the request (Complaint - Suggestion and Opinion) cannot be resolved immediately, the subject is handled in a manner that aims to bring the request to an effective solution as soon as possible and the requester is informed that further research is necessary.

Notification of the Decision; Decisions taken regarding the request in question are notified to the relevant parties without delay. If the source of the problem in question is a customer representative, the relevant disciplinary provisions are applied and the personnel and the customer are informed of the situation. Activities to eliminate the customer's grievance are initiated and concluded immediately. Closing the Request If the decision or activity suggested regarding the customer's request is accepted, the decision and activity are carried out and the results are monitored. If the customer rejects the decision or activity suggested regarding the request, the request is kept open and the status is recorded, and the customer is informed of internal and external alternative solutions.

Our company accepts the sanctions that come from the contracts after considering the request for the second time. Our goal; Our company's senior management has determined the policy in line with the basic principles stated below, put it in writing and announced to all stakeholders on our website (https://devapvcgranul.com).

In line with our working principles, goals and objectives,
Includes a commitment to continuous improvement,
Supports the goals,
Aims to increase the importance and awareness given to requests (Complaints, Opinions, Suggestions),
Explains the importance of meeting legal requirements,

Our relevant policies and procedures are verified to ensure that they are communicated and understood by all levels of our organization regarding the process, and are reviewed at YGG meetings in line with developments and needs, and revised when necessary.

Responsibility and Authority; The duties, authorities and responsibilities of all employees who manage, implement and verify the handling of customer requests have been determined and written down in the job descriptions. The duties and responsibilities of the titles in our company's organizational chart have been defined and published. In addition to other responsibilities, a Management Representative responsible for Handling Customer Requests has been appointed by the Senior Management within our company. The Management Representative, whose appointment has been made in writing, works directly under the senior management.

Our commitment; Stakeholder complaints, suggestions and demands are seen as a tool for continuous improvement of the products and services offered. Therefore, no demand is worthless, unimportant and an element to be ignored. Our company is committed to addressing, resolving and providing feedback to its stakeholders regarding complaints, opinions and suggestions. Our senior management ensures the importance of addressing, resolving and providing feedback to stakeholders in an effective and efficient manner and fulfilling stakeholder/customer requirements in meetings and in-service training.