1. Available Channels for Submitting Complaints and Suggestions

Via Email or Memo:
Create a memo on the website under the "Complaints and Suggestions" icon.
Email: [email protected]

2. Complaint Handling Process

Submitting a Complaint:
The complaint can be submitted through the available channels.
The complainant must provide the required details and contact information.

Complaint Registration:
The complaint is registered and forwarded to the relevant department.

Complaint Investigation:
A specialized team reviews the complaint and communicates with the complainant.

Issue Resolution:
If the complaint is valid, the necessary actions are taken to resolve the issue.
The complainant is informed about the resolution.
Follow-up is conducted either via phone call or email.

Review and Analysis:
A regular review of all complaints is conducted.
Complaints are analyzed to identify areas for improvement.
The improvement opportunities are followed up with relevant work units by the platform management.

3. Suggestion Handling Process

Submitting a Suggestion:
Suggestions can be submitted through the available channels.
The submitter must provide the required details and contact information.

Suggestion Registration:
The suggestion is registered and forwarded to the relevant department.

Request for Additional Details:
If necessary, the team will contact the submitter for further details.

Evaluation and Implementation:
The relevant department evaluates the feasibility of the suggestion.
If the suggestion is suitable and aligns with the platform's goals, it will be implemented.

Acknowledgment and Communication:
The submitter is thanked for their contribution after the suggestion is reviewed.

4. Complaint Resolution Timeframe

A response to the complaint will be provided within 24 hours.
The complaint will be closed within a maximum of 72 hours.

5. Complaint Escalation Policy (If Not Resolved Within the Specified Timeframe)

If the complaint exceeds the resolution timeframe, the issue can be escalated directly to the Platform Management Director via the following email:
[email protected]