In line with our quality objectives, our approach to handling customer complaints and the complaint process are as follows:
All complaints are treated as equally important, resolved within 15 days, and the customer is notified of the outcome.
Customer Feedback Channels
Our customers can reach us through the primary communication channels listed below.
Website: https://www.rexoil.com.tr/MusteriHizmetleri
Email: info@rexoil.com.tr, info@aktasgroup.com.tr
Phone: +90 216 593 35 70
Fax: +90 216 593 35 78
Reksoil Petrochemical Industry and Trade Inc. has established and continuously improves the necessary infrastructure across all channels to ensure that complaints regarding products, laboratory analysis services, and other services can be submitted and recorded.
Recording and Notifying the Complainant
All customer complaints are recorded and evaluated in accordance with our “Customer Service and Complaint Resolution Procedure.” Complaints, suggestions, or feedback are processed by the first recipient, who records the Subject/Description of the Complaint/Suggestion, the Complainant/Suggestor (company name and company details), the Person Who Received the Complaint/Suggestion, the Person Who Provided Feedback to the Complainant/Suggestion Submitter Regarding Acceptance, the communication channel, and—if available—detailed information about the product and/or service. Immediately after the complaint or suggestion is recorded, the Quality Management Representative provides initial feedback to the customer, informing them that the complaint or suggestion has been logged.
Complaint Evaluation
Complaints are resolved under the coordination of the Quality Management Representative by our sales representatives who are experts in the field and our technical staff at the factory. The Quality Management Representative directs complaints to the relevant departments based on the type of complaint received and ensures that a preliminary review of the customer’s complaint is conducted; and if the department conducting the preliminary review requests additional information regarding the complaint (such as a product sample, packaging/label information, etc.), the Quality Management Representative gathers this information by consulting with the person who submitted the complaint. If necessary, the relevant departments may visit the complainant on-site to collect samples and information. The Quality Management Representative ensures that the details and current information regarding the complaint are recorded on the Complaint-Suggestion Form (AK-F18-4). Our goal is to properly evaluate and resolve complaints the first time. Following the investigation, depending on the type of complaint, test results and evaluation findings are reported via email to the Quality Management Representative by the relevant personnel. The root cause and required actions are recorded on the Complaint-Suggestion Form (AK-F18-4).
Customer Agreement
Any inconvenience caused to the customer due to the complaint is resolved through mutual agreement with the customer. If the customer’s approval is to be communicated through the Sales Representative, the relevant feedback is provided to the customer via email, and the Customer Representative notifies the Quality Management Representative that the complaint has been resolved by mutual agreement. The relevant departments will initiate implementation of the permanent actions determined for the solutions agreed upon with the customer. Alternative resolution methods are explored.
Resolving the Complaint
Following the initial evaluation of the complaint and reaching an agreement with the customer, the results are recorded by the Quality Management Representative on the Complaint-Suggestion Form (AK-F18-4), and the complaint is closed.