PURPOSE

The purpose of this guide is to explain the process for handling stakeholder suggestions, requests, and complaints, thereby ensuring that all notifications from stakeholders are evaluated in a systematic and orderly manner to enhance institutional development and stakeholder satisfaction.

SCOPE

This guide covers the processes related to receiving, evaluating, resolving, providing feedback on the outcomes of stakeholder suggestions, requests, and complaints, and using them as a source for continuous improvement.

STAKEHOLDER SATISFACTION POLICY

Within the framework of our service approach shaped by our Mission, Vision, and “Policies,” “Stakeholder-Oriented Work” and “Stakeholder Satisfaction” are our core principles in the services we provide.

Our Stakeholder Satisfaction Policy is defined in the “Policies” document.

AYDIN COMMODITY EXCHANGE regards all suggestions, requests, and dissatisfactions from its stakeholders as an opportunity to improve service delivery. All suggestions, requests, and complaints are evaluated within the framework of the Stakeholder Satisfaction Guiding Principles.

Our Stakeholder Satisfaction Guiding Principles

Commitment
AYDIN COMMODITY EXCHANGE commits to defining and actively implementing the Complaint Handling Process.

Capacity
Sufficient resources are provided—and their provision is committed—to handle complaints. These resources are used and managed effectively and efficiently.

Transparency
Information that all stakeholders may need regarding the submission and evaluation of suggestions, requests, and complaints is announced through various communication channels.

Accessibility
Necessary communication means are established and continuously improved so that our stakeholders can easily convey their complaints, information requests, suggestions, or satisfaction. Stakeholders are enabled to access requested information as quickly and promptly as possible.

Responsiveness
A system has been established to ensure that all suggestions, requests, and complaints submitted by our stakeholders are answered as soon as possible. Suggestions, requests, and complaints are recorded immediately. Evaluations are prioritized based on the urgency of the suggestion/request/complaint, and the stakeholder who submitted it is informed about the process.

Impartiality
Impartiality is our fundamental principle in evaluating and resolving all submitted suggestions, requests, and complaints. Each complaint is assessed fairly, impartially, and without prejudice throughout the handling process.

Fees
The complaint handling process is free of charge for all our stakeholders.

Information Integrity
AYDIN COMMODITY EXCHANGE ensures that information related to complaint handling is accurate and not misleading; collected data is relevant, accurate, complete, meaningful, and useful.

Confidentiality
The use of personal data obtained during stakeholder suggestions, requests, and complaints is limited by law, and the principle of confidentiality is observed.

Stakeholder-Oriented Approach
Stakeholder orientation is our fundamental principle to provide the best service to our stakeholders and meet stakeholder expectations at the highest level. Our stakeholder-oriented approach ensures openness to feedback from all stakeholders.

Accountability
Suggestions, requests, and complaints, as well as all related activities, are recorded and reported within the scope of the Quality Management System.

Improvement
All suggestions, requests, and complaints are treated as a tool for continuous improvement, and necessary improvement activities are carried out. The Complaint Handling Process is continuously improved through both risk analysis and performance evaluation.

Competence
AYDIN COMMODITY EXCHANGE employees possess the necessary personal conduct, experience, education, training, and expertise in complaint handling, and their competencies are continuously enhanced.

Promptness
Complaints are handled and resolved as quickly as possible, depending on the nature of the complaint and the process used.

OPERATION OF THE SUGGESTION–REQUEST–COMPLAINT HANDLING PROCESS

COMMUNICATION

To ensure that information related to the complaint handling process is accessible to members, complainants, or other relevant parties, this handbook is available on the website. The handbook is also kept in service areas.

RECEIPT OF SUGGESTIONS, REQUESTS, AND COMPLAINTS

Suggestions, requests, and complaints are received using channels such as surveys conducted with stakeholders, meetings, face-to-face interviews, visits, and the website. Every unit to which a suggestion, request, or complaint is submitted is equally responsible for recording it.

Suggestions, requests, and complaints may be submitted in writing or verbally. Verbal submissions are recorded by the relevant personnel. The record is forwarded to the R&D and Management Systems Unit. The R&D and Management Systems Unit identifies the complaint with a unique code (record number). Care is taken to include the following data when recording suggestions, requests, and complaints:

• Description of the complaint and relevant supporting data

• Desired resolution method

• Services complained about or related institutional practices

• Deadline for the response

• Relevant persons and departments

• Initial action taken

Recorded suggestions, requests, and complaints are not shared with third parties for reasons of confidentiality.

FOLLOW-UP OF SUGGESTIONS, REQUESTS, AND COMPLAINTS

All suggestions, requests, and complaints submitted by stakeholders are tracked throughout the entire process until the complainant is satisfied or a final decision is reached. Upon request and at regular intervals—at least weekly—up-to-date status information is provided to the complainant. If the complainant does not request notifications, they may be informed when the complaint is resolved or a final decision is reached.

ACKNOWLEDGEMENT OF RECEIPT

When a suggestion, request, or complaint is received, the complainant is notified in writing or verbally that it has been recorded.

INITIAL EVALUATION OF SUGGESTIONS, REQUESTS, AND COMPLAINTS

After receipt, the seriousness, impact on safety, complexity, effect, and the need or likelihood for immediate action are first evaluated by the Secretary General and the relevant department manager. Suggestions, requests, and complaints are answered as soon as possible based on their urgency.

INVESTIGATION OF SUGGESTIONS, REQUESTS, AND COMPLAINTS

Following the initial evaluation, the Secretary General, the Technical Support Department Manager, and the relevant department manager assess the need to conduct an investigation into the matter. For issues requiring detailed investigation, what types of reviews will be conducted, by whom, and by when are determined and recorded in the “Stakeholder Feedback Form” under the Research Activity section. The level of investigation is determined in proportion to the frequency and severity of the complaint.

RESPONDING TO SUGGESTIONS, REQUESTS, AND COMPLAINTS

If an immediate solution can be produced regarding a suggestion, request, or complaint, the proposed solution is communicated to the complainant by the R&D and Management Systems Unit.

If a quick solution is not possible, the results of the investigative activities are evaluated, and solution proposals are determined by the Secretary General, the Technical Support Department Manager, and the relevant department manager. If a decision by the Board of Directors is required, the solution proposals and investigation results are included on the agenda of the next Board of Directors meeting. Based on the Board’s evaluations, solution proposals are finalized.

NOTIFICATION OF THE DECISION

The decision taken or each action performed regarding the suggestion, request, or complaint is communicated to the complainant and relevant personnel by the R&D and Management Systems Unit as soon as the decision is made or the action is taken.

The recommendations determined for resolving the suggestion, request, or complaint are also communicated to the complainant by the R&D and Management Systems Unit.

CLOSURE OF THE SUGGESTION, REQUEST, OR COMPLAINT

If the complainant accepts the proposed solutions, implementation is carried out and the results are communicated to the complainant. If the proposed solutions are not approved by the complainant, alternative solutions are explored by the Secretary General, the Technical Support Department Manager, and the Relevant Department Manager. If these proposals are also not adopted, the complaint remains open.

After all activities carried out to address the suggestions, requests, and complaints are completed, the record is closed by the R&D and Management Systems Unit in the relevant logs. If the complainant does not approve the proposed solutions, the suggestion, request, or complaint remains open.

SUSTAINMENT AND IMPROVEMENT

DATA COLLECTION

AYDIN COMMODITY EXCHANGE records the performance of the complaint handling process. Procedures are established and implemented for recording complaints and responses, and for using and managing these records. During all these activities, personal data are protected and the confidentiality of complainants is ensured.

In this context, when collecting information:

• Steps for identifying, collecting, classifying, maintaining, storing, and disposing of records are defined.

• As complaint handling records and their maintenance may be lost due to misuse or obsolescence, utmost care is taken to store electronic files and storage media.

• Records of activities such as training and instruction provided to personnel involved in the complaint handling process are kept.

• Criteria are established for responding to requests for the notification and submission of records by the complainant or their representative.

• How and when non-personal statistical complaint data will be made public is determined.

ANALYSIS AND EVALUATION OF SUGGESTIONS, REQUESTS, AND COMPLAINTS

All complaints are classified to ensure the elimination of root causes and to facilitate the identification of opportunities for improvements and changes in processes and services. Based on classification, recurring and one-off issues and trends are assessed, and necessary improvement activities are carried out.

EVALUATION OF SATISFACTION WITH THE COMPLAINT HANDLING PROCESS

Complainants’ opinions about the operation of the process are evaluated and recorded by the complainant after the suggestion, request, or complaint is closed. Additionally, stakeholders’ opinions about the complaint handling process are obtained through periodic surveys.

MONITORING THE COMPLAINT HANDLING PROCESS

The resources required to operate the complaint handling process are defined in the process document. The process is also monitored using predetermined performance criteria. Monitoring results are used as a source for improving the process.

AUDIT OF THE COMPLAINT HANDLING PROCESS

AYDIN COMMODITY EXCHANGE conducts periodic audits to evaluate process performance. These audits are part of the management systems currently in place. Audit results are reviewed by management.

MANAGEMENT REVIEW OF THE COMPLAINT HANDLING PROCESS

The top management of AYDIN COMMODITY EXCHANGE reviews the complaint handling process annually. The review is carried out to ensure:

• Continued suitability, adequacy, effectiveness, and efficiency of the process,

• Evaluation and remediation of nonconformities with health, safety, environmental, stakeholder requirements, legal and regulatory, and other relevant requirements,

• Identification and correction of process and service deficiencies,

• Assessment of risks and opportunities and the need for changes in processes and services,

• Evaluation of potential changes to the complaint handling policy and objectives.

As a result of the review:

• Decisions and activities related to improving the effectiveness and efficiency of the process,

• Recommendations for improving services,

• Decisions and activities related to resource needs are determined.

CONTINUAL IMPROVEMENT

AYDIN COMMODITY EXCHANGE carries out activities to continuously improve the effectiveness and efficiency of the process. In this context, corrective actions, risk and opportunity assessments, and innovative improvements are implemented. Activities are undertaken to eliminate the causes of existing issues that lead to complaints and to prevent the recurrence of existing problems and the emergence of potential problems.

In this context:

• Best practices for complaint handling are researched, identified, and implemented.

• A stakeholder-oriented approach is adopted.

• Innovations are encouraged in improving complaint handling.

• Exemplary complaint handling behaviors are recognized.