Customer Satısfactıon Policy

CUSTOMER SATISFACTION POLICY

İzdemir Enerji Elektrik Üretim A.Ş. (the “Company”) embraces a customer-focused service philosophy. Our customers are our most valuable assets; they evaluate the quality of the products and services we offer and shape the future of our company. For this reason, ensuring and continuously improving customer satisfaction is one of our top priorities.

Our customer satisfaction policy is designed to understand customer needs and to meet and exceed their expectations. Through the collective efforts of all our employees, this policy enables us to adopt a customer-focused approach. Built on fundamental principles such as providing high-quality products and services, effective communication, and delivering prompt and efficient solutions, our policy aims to increase customer loyalty and build long-term relationships.

As a company, we aim to earn our customers’ trust and ensure their satisfaction by embracing a philosophy of continuous improvement and development in the area of customer satisfaction. We are committed to continuously improving the services and products we offer by taking customer feedback into account. In line with this, our customer satisfaction policy has been integrated into all our business processes to foster a customer-focused culture.

In this context;

• Customers can contact us through our communication channels (www.izdemirenerji.com,e-posta, phone, fax) to submit requests, suggestions, complaints, and feedback.
• Requests, suggestions, complaints, and feedback submitted by customers are forwarded to the relevant departments.
• Requests are tracked, reported, and handled and evaluated objectively, fairly, and confidentially through a transparent and secure system.
• We place great importance on identifying the root causes of complaints and suggestions and implementing lasting improvements in our systems and processes.
• We aim to continuously improve our systems so that customers can receive better service.
• We maintain honest and open communication with customers, taking care to provide complete and timely information, ensuring that information is clear and understandable.
• We aim to respect all ideas, act fairly, objectively, and impartially, and ensure that all business matters are conducted in accordance with ethical and humanitarian values under all circumstances.
• No financial obligations are imposed on our customers in connection with the resolution of complaints.
• Our customers’ personal information is kept secure.

This was approved by our company’s Board of Directors at its meeting No. 24 held on August 28, 2024.