FEEDBACK AND COMPLAINTS POLICY
The Green Crescent is committed to receiving and carefully addressing feedback and complaints in a fair and transparent manner. This process aims to enhance customer satisfaction, support continuous improvement, and ensure the delivery of responsive and customer-focused services.
All feedback and complaints are assessed by identifying appropriate solutions in accordance with applicable legislation and the principles of confidentiality and customer focus. The process is conducted free of charge and ensures the efficient use of institutional resources.
Scope
This Policy applies to all feedback and complaints and is implemented by all employees, managers, and relevant stakeholders.
Principles
This Policy applies to all feedback and complaints and is implemented by all employees, managers, and relevant stakeholders.
Accessibility: Multiple and accessible channels are provided to enable the submission of feedback and complaints, including telephone, email, website, and physical forms.
Transparency: Clear and transparent communication is maintained throughout the receipt, assessment, and resolution of feedback and complaints.
Timeliness: All feedback and complaints are acknowledged and addressed as promptly as possible. Complainants are kept informed of progress throughout the process.
Impartiality: All cases are handled in a fair and impartial manner, without discrimination.
Confidentiality: Personal data and sensitive information are protected and shared only with those directly involved in the resolution process.
Continuous Improvement: Feedback and complaints are analyzed to improve service quality. Root causes are identified, and corrective measures are taken to prevent recurrence.
Training and Awareness: Staff receive regular training on handling feedback and complaints. Awareness is strengthened through regular training programs.
Information Integrity: Information related to the handling of feedback and complaints is ensured to be sufficient, accurate, complete, and not misleading. Data collected is meaningful, relevant, and fit for purpose.
Customer Focus: A customer-focused approach is maintained, with openness to feedback and continuous engagement.
Accountability: Decisions and actions taken in handling feedback and complaints, including root cause analysis and resolution processes, are documented. The organization upholds these decisions, remains accountable to relevant stakeholders, and reports on its actions when necessary.
Implementation
Receipt: Feedback and complaints are received and recorded through designated channels. Complainants are informed upon receipt.
Assessment: Cases are assessed and prioritized based on established criteria and directed to the relevant units as appropriate.
Resolution: Appropriate actions are taken to resolve complaints. Complainants are regularly informed of progress. A response is provided within three (3) business days; where necessary, direct contact is established.
Follow-up: Outcomes and resolutions are monitored, and satisfaction is verified where possible. Processes are reviewed regularly, and findings are reported.
Communication Channels
Website: Complaints submitted 24/7 via the Contact Form available at yesilay.org.tr and https://ifgc.org/en/contact-us
Email: Complaints received 24/7 through official Green Crescent email addresses
Telephone: Complaints received via the Headquarters line or the Request Management Line (+90 212 512 10 01) between 08:30–17:30
QR Code: Submissions via QR code
Physical Forms: Printed complaint forms