Costomer Relations > Complaint Management Process

Complaint Management Process

Tuzla Shipyard follow up three different methods to provide communication during customer complaint management process. Following receipt of feedbacks, customers to be informed about the record of complaint (code of the record form) by complaint receipt officers within 24 hours via telephone or e-mail.

In the case of off-hours customers will be informed within one business day.

Our methods:

First is to send your message through our web page at any time of day. In our web site (www.tktuzlashipyard.com) our customers can record their suggestions, complaints, requests and appreciations by using customer notification form under customer relations tab and their message will be forwarded to complaint receipt officers.

First is to send your message through our web page at any time of day. In our web site (www.tktuzlashipyard.com) our customers can record their suggestions, complaints, requests and appreciations by using customer notification form under customer relations tab and their message will be forwarded to complaint receipt officers.

Second is to fill the form which will be forwarded to our customers when they are in our Shipyard to get our services. The form which is used to record suggestions, complaints, requests and appreciations will be forwarded to our customers by complaint receipt officers via e-mail. These notifications can be sent by e-mail in the required time period.

Third is to receive our customers' notifications through our employees. During working hours Project Managers, Planning Engineers and Sales & Marketing Department Personnel forward your oral (telephone call, face to face interviews or meetings) or written (e-mail-notification form)messages to complaint receipt officers to record your message on the system.

After notifications are recorded, required actions are determined by our management.

Complaints are to be solved in thirty business days at the latest according to significance priority and complainants are informed by complaint receipt officers.

Our customers always have the right of inquire about the status of the complaint at any time from complaint receipt officers.