Our focus is on sustainability.

Customer Complaint Handling Policy

As Askon Demir Çelik San. ve Tic. A.Ş., throughout our nearly century-long production journey, we work every day to be better than the previous one, guided by a focus on questioning, learning, adaptation, continuous improvement, value creation, stakeholder satisfaction, and sustainability.

With the goal of becoming one of the world’s two largest steel service centers, we attach great importance to all kinds of feedback regarding our products and services in line with our differentiation strategy aimed at sustainable growth and increasing total value. We carefully address complaints in a way that ensures customer satisfaction.

Therefore, we commit to the following:

• To provide information with openness, transparency, and impartiality to customers, employees, and other relevant parties during the complaint handling process,

• To ensure that the complaint handling process is easily accessible to all complainants,

• To handle incoming complaints as quickly as possible and within the shortest feasible time,

• To inform relevant parties about the progress and outcome of the complaint,

• To evaluate each complaint meticulously, fairly, objectively, and impartially, and to monitor the process until the complaint is closed,

• To keep all personal information related to our customers confidential and not to share it with third parties without their consent,

• To comply with legal and regulatory requirements and not to charge any fees for complaints, requests, or information,

• To carry out continuous improvement activities to enhance the effectiveness and efficiency of the customer complaint process.

01.P.03 / Rev.0
Publication Date: 06.11.2023