EMEK ELEKTRİK ENDÜSTRİSİ A.Ş EE-GN-PR-K-025

REV. 08

CUSTOMER SATISFACTION; OBJECTION AND COMPLAINT MANAGEMENT PROCEDURE 31 MARCH 2017

EMEK ELEKTRİK ENDÜSTRİSİ A.Ş REV. 08

CUSTOMER SATISFACTION; OBJECTION AND COMPLAINT MANAGEMENT PROCEDURE 31 MARCH 2017

1.0. PURPOSE

This procedure aims to specify, develop and maintain customer relations, establish mutual cooperation to provide confidentiality and security of customer details against other individuals or customers, to specify method to be followed for consideration and conclusion of any complaints, suggestions and objections that might come from customers, staff and others including test and inspection service.

2.0. SCOPE

It covers all of feedbacks, complaints and objections from customers, staff and others in connection with any and all services rendered for laboratory activities under frame of standard TS EN ISO IEC 17025 and any services by Inspection Unit under standard TS EN ISO IEC 17020.

3.0. RESPONSIBILITY

Inspection Officer, Laboratory Officer and Quality Manager are responsible for implementation of this procedure.

4.0. METHODOLOGY

4.1. Definitions

Complaint: Means expression of dissatisfaction of a person or organization to inspection organization in respect to the expectation for meeting their needs by activities of the organization.

Objection: Means the request of Test Inspection Requesting Person for re-evaluation of the test item result or decision taken in the inspection.

4.2. Customer Satisfaction and Service Development

All requests for testing and inspection shall be evaluated according to "Procedure on Customer Request and contracts Management (EE-GN-PR-K-024)". "Customer Contracts" are mutually signed with customers whose proposals are approved. The contract stipulates our responsibilities to customer and customer's responsibilities.

All of our employees are liable to establish good communication with customers, and provide information requested in connection with testing and inspections as well as technical issues. The customer shall be informed in writing about delays that might arise from inconveniences likely to occur regarding samples, and important deviations that might occur during testing / inspection according to "Procedure on Customer Request and Contracts Management (EE-GN-PR-K-024)". Customers are sent "Customer Satisfaction Survey (EE-GN-FR-K-153)" regarding services rendered. Answered survey forms are evaluated by Integrated Management System Head. Measurements required for development of quality system and customer services are taken based of responses.

4.2. Customer's Request to participate in Testing/Inspection

4.2.1. Only Quality Manager, Laboratory Officer, Inspection officer, Quality unit employee, Laboratory and Inspection Unit employee are allowed to enter the laboratory.

4.2.2. Request to participate in Tests

Customer's request to participate tests can be for tests or tests required to be conducted in inspection work.

A) Our laboratory may cooperate to clarify requests of customers or their representatives and allow them track the laboratory performance on condition that confidentiality liability against other customers are ensured.

In this context, individuals, customers or their representatives outside laboratory requesting to visit shall have verbal / written permission from Quality Manager in advance. Quality Manager contacts Laboratory and Inspection Officer and decide on date of visit. The specified date shall be notified to the customer verbally or in writing by Laboratory Officer. Visit shall be made under supervision of Laboratory Officer or a person assigned by Laboratory Officer. Final arrangements at laboratory before tests shall be made by test technician under supervision of Laboratory Officer. In case Customer requests so, all matters such as test method, measurement system, devices etc. shall be answered by test staff.

During visits, Laboratory Officer and relevant test staff shall take measures for safety of laboratory equipment, protection of controlled medium conditions, observation of confidentiality principle and protection of safety / confidentiality of samples and reports of other customers at the laboratory.

EE-GN-FR-K-078/REV.1

EE-GN-PR-K-025

EMEK ELEKTRİK ENDÜSTRİSİ A.Ş REV. 08

CUSTOMER SATISFACTION; OBJECTION AND COMPLAINT MANAGEMENT PROCEDURE 31 MARCH 2017

Page 2 of 5

In case customer participates tests, customer shall sign "Laboratory Test Participation Protocol (EE-GN-FR-K-160)".

4.2.3. Request to participate in inspection procedures request for participation in Inspection shall be organized by Inspection Officer together with Laboratory Officer.

For Inspection procedures, "Inspection Participation Protocol (EE-GN-FR-K-252)" shall be signed by customer and Inspection Officer. During Inspection procedures, customer shall not intervene inspection staff, and submit his/her all objections and opinions to Inspection Officer.

During visits, Inspection Officer and relevant inspection staff shall take measures for safety of laboratory equipment, protection of controlled medium conditions, observation of confidentiality principle and protection of safety / confidentiality of samples and reports of other customers

4.3. Suggestions, Complaints, Objections and Assessment

4.3.1. General

1) Emek Test Laboratory and Inspection Unit Complaints and Objection process is described under this procedure.

and this procedure is published on Emek web site.

2) Emek Test Laboratory and Inspection Unit, responsible for all of decisions taken at all stages of inspection organization complaints and objection handling processes shall be liable for all decisions taken at all levels of complaints and objections submission processes related to Tests and Inspections.

3) For test activities, Laboratory Officer and for inspection services, Inspection Officer shall be liable for take all questions and problems of our customers or other related persons regarding our laboratories, tests and inspection unit, inspections, and to coordinate in order to provide solution to them as soon as possible; to collect and provide collection of data. A track number from "Customer Objection Complaint Track List (EE-GN-FR-K-211)" is given for requests, complaints and objections submitted via phone, fax, internet or in person, and (YEAR / SEQUENCE NO) is recorded into" Customer Objection, Complaint Form (EE-GN-FR-K-210)" by concerned Unit Officer.

4) All feedbacks from customers are collected and assessed on basis of collecting real data and evaluate such data in order to ensure compliance to impartiality principle, and root cause of issue is searched. Regardless of problem causing party (customer-emek), the received feedbacks shall be assessed carefully and results thereof shall be explained to the customer together with reasons thereof. The reasons shall always be based on objective data or assessments of personnel having required adequate experience in the subject matter. Results of feedback assessment shall be discussed at meetings of management for review of management.

5) All actions to be conducted for complaints/objections in respect to complaints and objections shall be conducted by persons not involved in testing/inspection activity being subject of complaint / objection and decisions to be taken shall be made by authorized persons not involved in activity being subject of complaint / objection. Quality Manager shall be responsible to do the organization. If Quality Manager is involved in testing/inspection activity being subject of complaint-objection, then the decision shall be taken by General Director.

6) customer feedbacks:

* Suggestions

* Objections made against Test/Inspection results

* Complaints being limited to them;

** Late fulfillment of service

** Incorrect information in reports (customer name, address, etc.)

** Test / Inspection and service quality (personnel training and quality, security and traceability, of devices, management reliability etc.)

**money charged for the performed work etc.

EE-GN-FR-K-078/REV.1

EE-GN-PR-K-025

EMEK ELEKTRİK ENDÜSTRİSİ A.Ş REV. 08

CUSTOMER SATISFACTION; OBJECTION AND COMPLAINT MANAGEMENT PROCEDURE 31 MARCH 2017

Page 3 of 5

6) Feedbacks regarding complaints, objections from customer shall be discussed in a meeting to be held under coordination of Quality Manager if required. Upon assessment, if Emek is the source of complaint, immediate action shall be initiated and customer shall be informed according to article 4.4. If deemed necessary, during this stage

Corrective-preventive action shall be initiated according to "Corrective and Preventive Actions Procedure (EE-GN-PR-K-005)". Customer shall be informed in writing by Quality Manager subject to nature of corrective-preventive action. All corresponding and CPA(Corrective-Preventive Action) result "Customer Objection Complaint Form (EE-GN-FR-K-210)"

All corresponding and CPA (Corrective-Preventive Action) result are attached to "Customer Objection Complaint Form (EE-GN-FR-K-210)" to maintain.

If CPA is not required, the actions taken and results thereof are recorded "Customer Objection Complaint Form (EE-GN-FR-K-210)" and customer is informed of the case.

7) If upon assessment it is discovered that Emek Test Laboratory or Inspection Unit has no fault, the case shall be explained to the customer together with reasons thereof. The process shall be proceeded as per negotiations with the customer. If the customer agrees on the case, the complaint is closed. If the customer raises complaint again, the process shall be initiated from the beginning.

4.3.2. Complaints

1) Firstly, the received complaint is submitted to Quality Manager. Quality Manager assesses if the complaint relates to Test Laboratory or Inspection Unit.

2) S/he makes organizations with Laboratory officer if the complaint is about Test Laboratory, and with Inspection Officer if related to Inspection Unit.

3) In both cases, the received complaints are considered to discover if they are related to tests conducted at our Test Laboratory or inspection activities performed at our Inspection Unit. Upon assessment thereof, if it is discovered that complaint is not related to our testing/inspection activities, the customer is notified of the case together with the reasons thereof.

Upon agreement of the customer, the case is closed together with records. All notices shall be made in writing with form numbered EE-GN-FR-K-210.

4) If the Complaint is related to our Testing / Inspection activities, root cause of complaint is researched and action is initiated for solution. Corrective-Preventive Action is initiated for the complaint if required and all works are conduced with this action.

When actions related to the complaint are completed, the customer is contacted and informed about actions conducted. If customer satisfaction is provided, the action is completed. If customer satisfaction is not provided, the process is restarted from the beginning. If Corrective and Preventive Action is not initiated, all records are recorded under "Customer Objection Complaint Form (EE-GN-FR-K-210)". In both cases, the customer is informed with this form.

5) If requested by Customer, the customer is informed about all stages of the complaint.

6) Complaint process shall be completed in 1 month at the latest. As soon as it is completed the customer is contacted and informed about the case. All processes are recorded under the related forms.

7) Decisions taken in connection with complaints are taken, reviewed and approved by personnel not involved in the test/inspection activities being subject of the complaint.

4.3.3. Objections

1) Quality Manager assesses if the complaint relates to Test Laboratory or Inspection Unit by means of contacting Laboratory Officer and Inspection Officer.

2) In both cases, the received notices are considered to discover if they are related to tests conducted at our Test Laboratory or inspection activities performed at our Inspection Unit. Upon assessment thereof, if it is discovered that complaint is not related to our testing/inspection activities, the customer is notified of the case together with the reasons thereof.

Upon agreement of the customer, the case is closed together with records. All notices shall be made in writing with form numbered EE-GN-FR-K-210.

2) If the received objection is related to our testing/inspection activities, Quality Manager finds out the personnel not involved in any stages of objection subject matter and decides on the objection jointly with such personnel on the objection and actions to be taken.

Upon discussions, if it is decided to repeat testing/inspection, all required conditions shall be submitted to the customer in writing by Quality Manager.

EE-GN-FR-K-078/REV.1

EE-GN-PR-K-025

EMEK ELEKTRİK ENDÜSTRİSİ A.Ş REV 8A

CUSTOMER SATISFACTION; OBJECTION AND COMPLAINT MANAGEMENT PROCEDURE 19 DECEMBER 2018

Page 4 of 5

3) Customer shall also notify its request to be present during re-testing/inspection in writing. Related unit head or a personnel to be assigned by him/her shall participate in re-testing or re-inspection together with the Customer.

Customer shall be informed about the applied method, devices used therein.

4) Testing / inspection is applied for inspection being subject of objection under same laboratory conditions by use of same method.

Re-testing / inspection of activity being subject of objection shall be conducted by personnel not involved in any stage of the activity.

5) During decision making stage, the decision is taken upon result of inspection by personnel not involved in activity before and having authority to take decision and Quality Manager.

6) Samples that can be deformed as a result of Testing / Inspection shall be re-tested / inspected at the values set out under related standard.

7) Results of repeated test/inspection upon objection are reported. Association of the report to the previous one is made according to "Procedure about Reporting Results (EE-GN-PR-K-032)".

8) In case results do not change, re-testing/inspection fee is charged from the customer. Otherwise, no payment is requested.

In cases when result does not change after repeating the test, previous test/inspection result shall be valid.

9) In case customer also objects the repeated test-inspection results, agreement with customer is achieved on conduct of an accredited testing/inspection at a third laboratory or Inspection Unit.

The results obtained therefrom shall be final. In case result does not change, all costs incurred therefore shall be borne by the customer. If the customer is right and requests so, all damages incurred by the customer regarding the event shall be borne by our company.

4.3.4. Suggestions

Any and all suggestions made by our customers regarding testing-inspection works are assessed as data and recorded for improvement. The suggestions received are recorded under "Customer Objection Complaint Track List (EE-GN-FR-K-211)" and are assessed by Quality Manager, Laboratory Officer, Inspection officer and all unit officers and employees that can be related. Applicability of the received suggestion is discussed. Result of assessment is listed under same list for tracking. Assessment result is notified to the customer. The suggestions can be taken through surveys, mail or verbally.

4.3.5. Emek Test Laboratory and Inspection Unit conduct customer satisfaction surveys to receive their positive or negative opinions. Continuation of customers to work with Emek Test Laboratory or Inspection Unit is analyzed.

4.3.5.1. Assessment of Customer Surveys

Surveys are sent to all customers once a year. The customers who do not give written answers are contacted via phone and interviewed by talking method. Surveys are assessed as follows.

Answers given to items in the survey are given on scale of Very Good/Good/Fair/Poor/Very Poor.

Actions to be taken regarding questions and received answers are as follows.

Answers and Scores and Actions to be Taken

Very Good (5 points): Result is ok.

Good (4 points): Result is considered acceptable.

Fair (3 Points): it is accepted as customer complaint. The customer is contacted and research of the causes is conducted. Corrective or Preventive Action is started regarding the matter.

Poor (2 Points): it is accepted as customer complaint. Customer complaint record is started. The methods to be followed when customer complaint is received are followed. Corrective Action is initiated. Root reason causing the case is searched.

And the problem is solved. EMERGENCY ACTION SHOULD BE TAKEN

Very Poor (1 Points): it is accepted as customer complaint. Customer complaint record is started.

The methods to be followed when customer complaint is received are followed. Corrective Action is initiated. Root reason causing the case is searched. And the problem is solved. EMERGENCY ACTION SHOULD BE TAKEN

EE-GN-FR-K-078/REV.1

EE-GN-PR-K-025

EMEK ELEKTRİK ENDÜSTRİSİ A.Ş REV 8A

CUSTOMER SATISFACTION; OBJECTION AND COMPLAINT MANAGEMENT PROCEDURE 19 DECEMBER 2018

Page 5 of 5

Analysis are conducted according to grouping answers as positive and negative, and calculation of weights of positive and negative answers. Grouping of answers is made as follows:

Very Good : POSITIVE: 5 points

Good : POSITIVE: 4 points

Fair : NEGATIVE: 3 points

Poor : NEGATIVE: 2 points

Very Poor : NEGATIVE: 1 point

Corrective -Preventive Actions are started for the surveys having 3 and lower points and work is started for making improvement in such items.

4.3.5.2. Assessment of Continuation of Customer to work

Emek Test Laboratory and Inspection Unit reviews its all customers for whom works have been performed that year at YGG meetings.

The customers for whom works were performed in previous years and no work has been performed in assessment year are analyzed. Reasons for not working with them are assessed. If there is no reason, the cause of the case is searched by customer visits or phone calls. Customer satisfaction or dissatisfaction is searched and if required, an action is started and action to start to work with the customer again is conducted.

4.4. The customer is informed about following matters during this process (verbally or by mail);

* Customer objection complaints received

* If Customer requests, things to be conducted upon customer request

* Assessment if customer objection-complaints are related to Emek Test Laboratory or Inspection Unit

* Status of completion of actions regarding received request and activity result

4.5. In case result of repeated test / inspection is different, Procedure on Assurance of Test/Inspection Results Quality, for discovery and elimination of inconveniences causing such status, Procedure on Corrective and Preventive Actions, for effect of negative results on other operations, Procedure on Control of non-convenient Test / Inspection Work are applied.

4.6. Received all data and assessments are analyzed according to "Procedure n Data Analysis and Continued Improvement (EE-GN-PR-K-035)". If required according to analysis results, Corrective-Preventive Action is started and results are evaluated at Management Review Meeting.

4.7. All records from application of this procedure are maintained according to "Procedure on Quality Records (EE-GN-PR-K-006)".

5.0. RELEVANT DOCUMENTS

Procedure on Corrective and Preventive Action EE-GN-PR-K-005

Procedure on Quality Records EE-GN-PR-K-006

Procedure on Customer Requests and Contracts Management EE-GN-PR-K-024

Procedure on Control of Non-Convenient Test / Inspection Work EE-GN-PR-K-027

Procedure on Converting Results into Report EE-GN-PR-K-032

Procedure on Assurance of Quality of Test / Inspection Results EE-GN-PR-K-033

Procedure on Data Analysis and Continued Improvement EE-GN-PR-K-035

6.0. RELEVANT RECORDS

Customer Satisfaction Survey EE-GN-FR-K-153

Laboratory Test Participation Protocol EE-GN-FR-K-160

Customer Objection, Complaint Form EE-GN-FR-K-210

Customer Objection, Complaint Tracking Form EE-GN-FR-K-211

Inspection Participation Protocol EE-GN-FR-K-252

EE-GN-FR-K-078/REV.1