BİRGİ CUSTOMER COMPLAINT PROCESS

  1. Notification of the complaints:
  2. Complaints should be notified in written form. For this purpose, "customer complaints notification form" defined in our web adress, could be filled out. The complaint which is sent by this link will directly notify Birgi Sales department.
  3. Receipt of the complaint:
  4. When the authorized person of Sales department is informed from the complaint, she/he fills out the parts of the Customer Complaint Evaluation form: "complaint sent by" and "complaint notified by". If there is a form/e-mail sent by the customer, it will be attached to the evaluation form. Complaint evaluation form is sent to Quality System Administrator in the same day of the complaint is received.
  5. Sending the preliminary answer letter to the customer explaining that the complaint has been received
  6. Quality System Administrator inspects the complaint and its samples if they have been sent. If the samples have not been sent, he evaluates whether the samples are required or not. A short information letter, is sent to the customer by Quality System Administrator, to explain that the complaint is received and the investigation is initiated, within the latest one working day after receiving the complaint. Samples for the complaint evaluation are requested, if it is required.
  7. Planning the processes to be performed for evaluating the complaint:
  8. Quality System Administrator determines the inspections and investigations to be performed according to the characteristic of the complaint. Investigations to be performed are stated in the evaluation form. Responsiblity and the target date of each action is defined. The original of the customer evaluation form, is sent to the department who will perform the investigations, within the latest one working day after receiving the complaint. At the same time, customer evaluation form is distrubuted to other relevant departments by e-mail for information.
  9. Sending the interim report to the customer regarding the investigations of the complaint:
  10. Complaints are concluded in the latest 5 days after the date at which complaints are notified. The intertim report is sent to the customer by Quality System Administrator regarding the complaint which could not be concluded in this time according to the scope of performed investigations. Continuing studies and performed investigations up to that date, are explained in the interim report.
  11. Concluding the complaint:
  12. The reason of nonconformance that leads to the complaint is detected with performed investigations and evaluations. It is clarified whether the complaint is generated from Birgi or not. Obtained result is sent objectively in written to the customer. In cases, it is determined that the complaint is clearly generated from Birgi, determined correction actions are informed to the customer to prevent reoccurence of the complaint. In cases, it is determined that the complaint is not clearly generated from Birgi, results of the performed investigations are explained to the customer. It is explained whether that there is no finding regarding that the problem is generated from Birgi. It is asked to the customer that they have a request regarding any additional investigation to be performed, in the response letter of the complaint

 

MEFAR CUSTOMER COMPLAINT PROCESS

  1. Notification of the complaints:
  2. Complaints should be notified in written form. For this purpose, "customer complaints notification form" defined in our web adress, could be filled out. The complaint which is sent by this link will directly notify Birgi Sales department.
  3. Receipt of the complaint:
  4. The sales department, if necessary, calls for the mentioned company / department, supplies the relevant sample, fills the customer complaint form and sends to the Quality Assurance department.
  5. Evaluation of complaint and planning the processes to be performed for evaluating the complaint:
  6. Classification and risk assessment of current customer complaint are done and necessary investigations are initiated by Quality Assurance Manager.
  7. Sending Pre-Respond to the Customer Regarding the Complaint:
  8. A pre-respond is sent to the complaining company that states the complaint is notified and the necessary actions are initiated within 3 working days. (The preliminary investigation information is sent to the customer in 24 hours for critical complaints). In case of the complaint declaration is come from market directly (not from customer), it is declared to customer in 24 hours by Commercial Affairs Management.
  9. Sending Interim Report to the Customer Regarding the Complaint:
  10. The actions regarding the customer will be concluded within 10 working days. If a time extension is needed depending on the characteristics of the complaint, and if this extension exceeds 10 working days the Product Release Unit Supervisor prepares an interim report and sends to the customer.
  11. Concluding of the complaint:
  12. The reason of nonconformance that leads to the complaint is detected with performed investigations and evaluations. It is clarified whether the complaint is generated from Mefar or not. Obtained result is sent objectively in written to the customer. In cases, it is determined that the complaint is clearly generated from Mefar, preventative actions are also informed to the customer to prevent recurrence of the complaint. In cases, it is determined that the complaint is not clearly generated from Mefar, results of the performed investigations are explained to the customer. It is explained whether that there is no finding regarding that the problem is generated from Mefar. It is asked to the customer that they have a request regarding any additional investigation to be performed, in the response letter of the complaint.