WISH, COMPLAINT and SUGGESTION PROCEDURE
To determine the principles of transactions regarding the wishes, complaints and suggestions received from its employees, suppliers and all external stakeholders within the scope of the activities of Günaydın Kilit Kuyumculuk (hereinafter referred to as the "Company").
It covers the evaluation processes of all wishes, complaints and suggestions regarding the activities of the Company from within and outside the company.
Relevant Department Chiefs, Human Resources Officer, Employee Representative, General Manager
Wishes: Requests regarding the Company's activities, communicated in writing or verbally.
Complaint: Any dissatisfaction or negativity reported in writing or verbally.
Suggestion: Opinions and ideas expressed in writing or verbally to solve a problem.
5.1. Making Wishes, Complaints and Suggestions
5.1.1. Making a Verbal Complaint
Wishes, complaints and suggestions can be made to the Company orally. However, wishes, complaints and suggestions made verbally (phone calls, etc.) are recorded by the relevant responsible person who listens to the complaint, written in the wish, complaint and suggestion book.
These wishes, complaints and suggestions are recorded together with documents including evidence, if any, and transmitted to the Human Resources Officer and processed by the Human Resources Officer.
It is evaluated within the scope of corrective/preventive action within 1 month at the latest by meeting with the relevant personnel(s), and preliminary information is given to the party with wishes, complaints and suggestions, in writing or verbally.
The person or persons who are the subject of wishes, complaints and suggestions cannot take part in the evaluation.
The result of the activities carried out is notified in writing to the party making the wish, complaint and suggestion within 1 month at the latest from the date of the wish, complaint and suggestion.
5.1.2. Making a Written Complaint
Wishes, complaints and suggestions can be made to the Company in writing. For this purpose, wish, complaint and suggestion boxes are used. Next to each wish, complaint and suggestion box is a wish, complaint and suggestion form.
All request and complaint boxes within the business are located in sections where camera recording is not possible.
The wish, complaint and suggestion boxes are checked once a month by the Human Resources Officer and the Employee Representative, and the wishes, complaints and suggestions are recorded and processed by the Human Resources Officer.
The results of the activities carried out are notified to the employees in writing within 1 month at the latest from the date of the wish, complaint and suggestion.
The response and result information given to wishes, complaints and suggestions are recorded in the wish, complaint and suggestion tracking form.
Incoming complaints are regularly discussed at monthly employee representation meetings, analyzed and presented to the management. Decisions made after the General Manager's evaluation are notified to employee representatives at employee representation meetings. Decisions are recorded in writing.
5.1.3. Making a Complaint via the Complaint Line
All stakeholders, suppliers, service providers, etc. You can make a report via the Company's wish, suggestion and complaint line number.
Incoming notifications are recorded by the Human Resources Officer. The results of the activities carried out are notified to the relevant party in writing within 1 month at the latest from the date of the wish, complaint and suggestion.
5.2. General
The Company is responsible for decisions at every stage in handling wishes, complaints and suggestions.
Wishes, complaints and suggestions are evaluated impartially and by fulfilling confidentiality conditions and a decision is made.
Employees are informed once a year by the Human Resources Officer about the wish, complaint and suggestion mechanism, and training is provided when necessary.
• Wishes, Complaints and Suggestions Tracking Book
• Employee Representation Meeting Minutes
• Management Review Meeting Minutes
Good Morning Kilit Kuyumculuk Wishes, Suggestions and Complaints Line:
