The aim of the Türk Telekom complaint management process is to manage in a fair, impartial, standard approach and in confidentiality all complaints delivered to us via all our channels of interaction, in accordance with the laws, legislations and company rules.
Delivery of Complaints
Our customers can reach us through various channels of interaction.
Complaints can be delivered via ;
The Türk Telekom Customer Services number: 444 1 444
. by filling in the form on our web site
. by sending an e-mail to iletisim@turktelekom.com.tr
. by sending a fax to 0 312 306 07 32
. By writing “YARDIM (space) Your Information Request” and sending an SMS to 6616”
. Through our Türk Telekom offices and branches
. Through complaint sites and social networking sites (http://twitter.com/TTDestek, http://www.facebook.com/TurkTelekom)
. Government agencies and organizations
Even though we receive complaints from different channels of interaction, they are all brought together in a single pool and are resolved by a single center. Türk Telekom has established the necessary infrastructure in all channels for the complaints to be delivered and recorded and improves it constantly.
Recording of Complaints
All customer complaints are recorded and evaluated in accordance with Türk Telekom laws and legislations. Information related to the recording of their complaints and a followup number are sent to our customers via telephone, e-mail or SMS, depending on the channel feedback
With the followup number our customers can follow the status of their complaint if they wish to do so.
Detailed Investigation and Information
Complaints are resolved by our expert customer representatives at our Customer Communication Center. Our aim is to resolve complaints at the first contact point.
Complaints that cannot be resolved at the first contact point and that need a detailed investigation are forwarded within the bounds of jurisdiction and with escalations according to their subject, to related groups consisting of experts on the issue at hand and are resolved by expert teams. In cases such as these information regarding the estimated time it will take to resolve the issue and how they can followup on their application during this period is given to the customers.
Resolution and Response
The first priority of our company is to resolve customer complaitns as quickly as possible. All customer complaints are evaluated and resolved with the utmost attention and care, in a just, impartial and standard manner in accordance with our complaint management processes. If the customer contact information is present, we inform our customers within 24 hours after receiving the complaint that it is being evaluated or has been resolved. For complaints that cannot be resolved at the first stage, we inform our customers about when they will receive an answer and we investigate the issue during that period and inform our customers accordingly.
Continuous Improvement
Our Türk Telekom complaint management process, the systems we use and our service quality are constantly reviewed in line with basic performance parameters and improved accordingly. In order to prevent recurring complaints, corrective and preventive activities are determined and our processes are constantly revised. The most complained about issues are regularly followed and the rates of increase and decrease are followed after improvements are made. Receiving the same complaint from a customer within a short period of time is also observed as a followup criteria and the necessary action is taken. When recurrent problems are determined, a root cause analysis is carried out to determine the real cause and the problem is prevented from recurring by making the necessary arrangements.
Legal claims cannot be made based on information found on this page.
