Customer Satisfaction Policy

As OMSAN Logistics, in order to ensure the sustainability of customer satisfaction, regard feedback received from our customers as an opportunity to improve our services, and manage complaints in an effective, fair and transparent manner, we are committed to:

• Complying with applicable legal and regulatory requirements, contractual obligations, applicable standards and other relevant requirements,
• Ensuring that our customers can submit all positive or negative feedback through clear, easily accessible and understandable communication channels, free of charge,
• Recording all complaints and feedback received, ensuring their traceability, appropriately informing our customers about the receipt of their complaints and the progress of the evaluation process, and responding within the specified timeframes,
• Evaluating complaints promptly and effectively in line with the principles of impartiality, fairness and customer focus, taking into account the subject, significance and impact of the complaint,
• Ensuring the protection of personal data, commercial information and confidentiality relating to our customers and other relevant parties throughout the complaint-handling process,
• Investigating the causes of complaints, developing effective and applicable solutions that meet customer expectations, and carrying out the necessary root cause analyses, corrective actions, risk assessments and improvement activities to prevent recurrence,
• Ensuring that employees involved in the evaluation and resolution of complaints have the necessary competence, awareness and resources,
• Regularly analysing customer feedback, complaint causes, trends and performance results and using these analyses to improve our services and processes,
• Monitoring, evaluating and continuously improving the effectiveness and efficiency of the complaint-handling process through performance indicators, audits and management reviews.

We hereby commit to fulfilling these principles.