CUSTOMER SATISFACTION POLICY
TRANSPARENCY
Detailed information about Tofaş is available to all stakeholders 24 hours a day seven days a week via its websites and the Tofaş Customer Care Center. Any questions, requests, or complaints that stakeholders may have may be forwarded to the company through the same channels.
ACCESSIBILITY
Please direct all queries as appropriate to:
RESPONSIVENESS
All requests for information submitted via company websites and attention centers are responded to within specified periods of time.
OBJECTIVITY
All questions, requests, and complaints are addressed and responded to fairly and without prejudice.
FEES
No fees are charge of anyone who submits questions, requests, or complaints.
CONFIDENTIALITY
All personal information that is submitted to Tofaş is treated with the strictest confidence and is never revealed to any outside party.
CUSTOMER FOCUS
Tofaş takes pains to resolve customers’ problems, to satisfy customers’ needs, and to protect customers’ rights under all conditions within the framework of company policies and the requirements of law.
ACCOUNTABILITY
All questions, requests, and complaints that are received are recorded upon arrival. When they are responded to, a full account is given of all decisions and actions that were taken along with the justifications for them.
CONTINUOUS IMPROVEMENT
All communications received from Tofaş stakeholders are used proactively as feedback for making improvements in the company’s business processes, products, and services.
