CUSTOMER COMPLAINTS AND APPEALS

4.3.4. The Technical Manager is responsible for conducting investigations to gather and verify the necessary information to validate a complaint or objection. If, as a result of these investigations, it is determined that the complaint or objection is unrelated to the inspection activities, the customer or relevant party will be informed verbally or in writing with sufficient explanations. In this case, no further evaluation will be conducted regarding the complaint or objection. If an event occurs that is related to the inspection activities or could affect the inspection results, the Technical Manager will, if possible, investigate and gather information through other channels to validate the situation. The complainant or objector will be informed, and the Company Director will be notified of the situation. If the inspection activities are ongoing and deemed necessary, the Technical Manager may temporarily or permanently suspend the process.

 

4.3.5. Complaints or objections may be technical or commercial in nature, depending on the type of malfunction. If a technical malfunction occurs, the Technical Manager will initiate the necessary investigations, research, and planning with the approval of the Company Director. Situations with a commercial nature are reviewed by the Company Manager, and necessary actions are decided upon and planned. In both cases, appropriate actions to resolve the complaint or objection and the responsible parties for these actions are determined. The Technical Manager informs the customer or relevant party about the planned activities or actions to be taken.

 

4.3.6. When it is determined that the complaint or objection is related to the inspection activity, the Technical Manager informs the Management Representative to address the issue in all its aspects and initiate corrective action. In accordance with the decisions made, the necessary actions to remedy the nonconformity are planned, followed up, and recorded. Independent individuals who were not involved in the inspection activity that is the subject of the complaint or objection are designated to carry out these activities. These individuals are responsible for ensuring that the investigations and decisions at each stage of the process do not lead to discriminatory practices. The decision to be communicated to the complainant or objector is made or reviewed and approved by these responsible individuals.

 

4.3.7. An interim report or progress report will be provided to the customer within 7 days of the complaint or objection being considered, regarding the date of initiation of corrective actions and the methods to be followed. If possible, inspection procedures will be repeated in the presence of the complainant or objector. Corrective actions will be completed within the following 15 days. If it is necessary to obtain information, documents, or opinions from third-party organizations or experts, an additional 15-day period may be requested to complete the corrective actions, provided that the complainant or objector is notified within 15 days of the initiation of the corrective actions.

 

4.3.8. Depending on the scope and nature of the complaint or objection, the Company Director will decide whether the investigation will be confidential or public. However, in both cases, basic confidentiality criteria will be adhered to.

4.3.9. When the complaint or objection relates to the results of inspection activities, issues such as the accuracy of the inspection equipment, the competence of the personnel, and the methods used will be investigated.

 

i) Inspection Equipment: If there is information indicating that the fault originates from the inspection equipment, the equipment is stopped and checked. The calibration and accuracy of the equipment are ensured. The results of inspections performed with the same equipment are reviewed retrospectively.

 

ii) Inspection Personnel: If the fault originates from the inspection personnel, the work performed by the relevant personnel and other inspection procedures they have worked on are examined. All necessary information is obtained from the inspection personnel and the responsible manager.

 

iii) Inspection Methods: If there are working conditions that could harm service commitments, the company director holds a meeting with the management personnel to decide on the method to be followed and the sanctions to be applied.

 

4.3.10. If necessary, cooperation is established with other inspection organizations or official institutions for the appointment of an expert. If the complainant or objector has made any legal application, the necessary work is initiated against this and the legal process is followed.

4.3.11. Activities related to technical issues are reported by the Technical Manager, and activities related to commercial issues are reported by the Management Representative, and submitted to the customer to indicate the completion of the process. Reports prepared as a result of complaints are also discussed and evaluated at an interim meeting or the Management Review Meeting.

 

4.4. CUSTOMER SURVEYS (FEEDBACK):

 

The Management Representative collects information annually to obtain positive or negative feedback from customers regarding the inspections performed. For this purpose, the FR-07-051 Customer Satisfaction Survey Form is used. The customer is asked to evaluate the issues specified in the form. In the evaluation, which is done on a 5-point scale, if a point of 1 or 2 is given for any issue, the Management Representative informs the Company Manager. If the Company Manager decides that the issue should be investigated and evaluated, a joint evaluation is made, taking into account the opinions of the relevant management personnel. Based on the result of this evaluation, an interim meeting is held, or it is decided that the issue will be addressed at the next Management Review Meeting. Based on the evaluations made at the meetings, a decision will be made to initiate corrective action or remove the issue from the agenda.