Complaints and Objections

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Complaints and Objections

  1. PURPOSE This document explains the methods for evaluating complaints and objections received from customers and other stakeholders within the Inspection Bodies Management System.
  2. SCOPE This covers all complaints and objection requests.
  3. DEFINITIONS
  • Complaint: An expression of dissatisfaction related to the service area of NETAS ENGINEERING from any person or institution.
  • Objection: A request from the party using equipment inspected by NETAS ENGINEERING to reevaluate the inspection results and/or decisions.
  1. RESPONSIBILITIES
  • The General Manager is responsible for resolving complaints and objections.
  • The Compliance Monitoring Manager is responsible for recording and tracking complaints and objections.
  • The Technical Manager is responsible for assigning relevant personnel to evaluate complaints and objections.
  • All personnel are responsible for receiving complaints and objections directed to them.
  1. IMPLEMENTATION NETAS ENGINEERING publishes this document, which explains how it will handle suggestions, objections, and complaints, on its website for public access. Suggestions, objections, and complaints related to ongoing activities can be submitted via post, fax, written documents, verbally, or through the website www.netasmuhendislik.com.tr or via email at netas@netasmuhendislik.com.tr.

NETAS ENGINEERING personnel who receive the suggestions, objections, and complaints will forward them to the Compliance Monitoring Manager. During all stages from the receipt to the resolution of the complaint or objection, the individuals involved must act impartially and avoid discriminatory actions towards the owner of the complaint or objection. Those involved in the process must also uphold confidentiality.

NETAS ENGINEERING is responsible for all decisions made at all levels of the complaint and objection handling process. It takes responsibility for collecting the necessary information to confirm and validate the complaint or objection.

5.1 Evaluation of Complaints Complaints made to NETAS Engineering are recorded by the Compliance Monitoring Manager using the Complaint/Objection/Suggestion Evaluation Form. The Compliance Monitoring Manager, considering the subject and importance of the complaint, initiates the necessary corrective or preventive actions. If the issue is significant, it may be escalated to the General Manager. Some complaints may be evaluated by the Complaint Committee, which is made up of NETAS ENGINEERING personnel not related to the cause of the complaint but who have the necessary qualifications to assess the issue.

The personnel assigned to form the committee are determined by the Technical Manager. The committee contacts the complainant to gather detailed information and takes necessary actions to address the complaint. These actions are tracked using the Complaint/Objection/Suggestion Evaluation Form. If necessary, corrective actions may be initiated in any relevant department within NETAS ENGINEERING, and the decision may be made accordingly. The complainant is informed of the decision, either in writing or orally, and the records are kept, and the process is closed. Complaints should be resolved within 15 days.

The process of evaluating the complaint, initiating corrective actions, closing the complaint, and tracking the results is overseen by the Compliance Monitoring Manager. If the complainant does not accept the proposed solution, the complaint becomes an objection and is handled according to the objection evaluation process.

5.2 Evaluation of Objections Objections can be made by NETAS ENGINEERING employees, customers, or institutions inspecting the customers regarding inspection methods or results. Objections must be made within 30 days from the notification date of the inspection results. Requests made after 30 working days will not be evaluated.

Objections are sent to the Compliance Monitoring Manager and recorded using the Complaint/Objection/Suggestion Evaluation Form. The Technical Manager is notified of the objection within 5 working days. Objections must be evaluated by competent personnel who were not involved in the inspection activity and have no connection with the objecting party. The objection to the inspection activities performed by the inspection personnel is evaluated by the Technical Manager.

The Technical Manager decides whether a re-inspection is necessary and informs the Compliance Monitoring Manager. If re-inspection is not required and the objection is to be rejected, the Technical Manager informs the Compliance Monitoring Manager, and feedback is given to the customer in writing. If re-inspection is necessary, a different inspection personnel is assigned. If the results of the re-inspection are the same as the original inspection, the customer is informed by the Compliance Monitoring Manager and the Technical Manager.

If the results of the re-inspection differ from the original inspection, corrective actions are initiated. The Technical Manager evaluates the re-inspection results and communicates the inspection results to the customer.

All communications related to the objection are kept along with the Complaint/Objection/Suggestion Evaluation Form. Objections are tracked by the Compliance Monitoring Manager using the Complaint/Objection/Suggestion Tracking List. Objections should be resolved within 15 days. If this period is exceeded, the customer is informed about the activities.

If there is a concern about impartiality during the evaluation of the objection, the Compliance Monitoring Manager can participate in the evaluation team or increase the number of team members. The person(s) evaluating the objection may, if necessary, consult with the objecting party and the inspection personnel, review the case file, and make a decision within 10 working days. The decision is communicated in writing to the objecting party. If the objection is found to be justified, corrective actions are identified and applied, including compensating for any material damages.

Decisions and results are recorded in the Complaint/Objection/Suggestion Evaluation Form. If there is a further objection to the decision, the Compliance Monitoring Manager and the decision-maker will re-evaluate the situation, inform the General Manager, and a final decision will be made. This decision will be communicated to the objecting party within 5 working days of the second objection.

All records are kept in the Complaint/Objection/Suggestion Evaluation Form.

All activities are carried out under the coordination of the Compliance Monitoring Manager.

5.3 Evaluation of Suggestions Suggestions made to NETAS Engineering are recorded by the Compliance Monitoring Manager using the Complaint/Objection/Suggestion Evaluation Form. These suggestions are evaluated during management review meetings, and necessary adjustments are made if deemed necessary.

All processes related to the evaluation methods for complaints and objections are also publicly available on the website.

Persons
Individuals can submit their complaints and objections by filling out the form under the “Complaints and Objections” section on the website www.netasmuhendislik.com.tr, through any communication channel, or face-to-face.