Complaints

PURPOSE

The purpose of this procedure is to provide a highly motivated working environment by taking into account the requests, complaints and suggestions of all personnel working within TRANS LOJISTIK and by providing a stronger communication mechanism. To receive and evaluate complaints in the field of human rights complaints, environmental complaints, unethical business practices, etc.

SCOPE

It covers all requests, complaints and suggestions from our employees.

DEFINITIONS

• Talep: Request (Desire): Objects or situations that are thought to meet a certain need.
• Şikayet: Complaint: Words or writings that indicate dissatisfaction with a situation or event.
• Öneri: Suggestion: A set of opinions, thoughts and suggestions presented to solve a problem or for development purposes.

COMPLAINT MECHANISM

Collection of Complaints:

Complaints of our stakeholders or employees are collected to the Social Management System Officer via e-mail, telephone, mail request and complaint suggestion boxes or verbally. Complaints of our stakeholders or employees are sent by e-mail to complaint@translojistik.com

Process Steps:

• After reporting the complaint, the complainant is given confirmation that it has been received within 3 days at the latest.
• The identity of the complainant is kept confidential.
• Our company undertakes not to retaliate against complainants.
• Complaints are regularly evaluated and audits are conducted when necessary.

EVALUATION OF COMPLAINTS

Complaints are brought to the CSR Committee meeting agenda by the Social Management System Officer and evaluated. Root cause analysis is performed for the permanent solution of the complaint and a corrective action plan is prepared.

COMPLAINT RESPONSE

The corrective action plan implemented for the resolution of the complaint is communicated to the complainant in writing on the "Complaint Form" by the Social Management System Officer. The results of the evaluation of the complaints are notified and published at least once a month.

APPEAL PROCESS

If the employee is not satisfied, they can take their complaint to mediation or court. How this can be done and what the appeal process will be is explained in accordance with the provisions of employment law.