| NO |
STEP |
WHO? |
WHEN? |
HOW? |
WITH WHAT? |
| 1 |
Start of the Process |
Customer |
When dissatisfaction arises related to the quality of a product or service, which may be subject to complaint |
By completing the Complaint Notification Form available on the website of Acacia Mining Operations. |
Complaint Notification Form |
| 2 |
The Sales Specialist receiving feedback regarding complaints |
Sales Specialist |
When a customer fills out the Complaint Notification Form on the Acacia Mining Operations website |
All information on the form filled out through Acacia Mining Operations website is transmitted via email to the “Sales Specialist”, “CFO” and “Complaint Handling Management Representative” by the system. |
Complaint Notification Form |
| 3 |
Filling out the Complaint Record Log |
Sales Specialist |
When information related to suggestions and complaints is received via email through the form filled out by the customer on the website |
The Sales Specialist records all information provided by the customer through email in the “Complaint Record Log.” |
Complaint Record Log |
| 4 |
Providing the Customer with Confirmation of the Receipt of Suggestions and Complaints |
Sales Specialist |
After all information transmitted through the website is recorded in the “Complaint Record Log.” |
A notification is sent to the customer, informing them that the necessary investigation process has been initiated regarding their suggestion or complaint. |
E-Mail |
| 5 |
Conducting Root Cause Analysis for the Complaint |
Sales Specialist
CFO
OHS & IMS Manager |
After providing the customer with confirmation of the receipt of their suggestion or complaint |
The suggestion or complaint from the customer is examined, and the priority level and possible resolution method are determined. If additional information is needed during this step, communication with the customer is initiated to gather the required details. |
Customer Satisfaction Process |
| 6 |
Non-conformity, Incident Management, and Corrective Action Process |
Sales Specialist
CFO
OHS & IMS Manager |
After conducting a root cause analysis of the suggestion or complaint received from the customer |
In accordance with the root cause analysis conducted for the suggestion or complaint received from the customer, Corrective Actions are identified, and relevant departments are involved in the process. |
Corrective Action Process |
| 7 |
The Implementation of Corrective Action |
Sales Specialist
CFO
OHS & IMS Manager |
When it is determined that the customer perception is positively impacted by the identified corrective actions |
The department manager responsible for the corrective action ensures that the action is carried out as specified in the Corrective Action Request (CAR) form and within the designated timeframe. Once the action is completed, the Sales Specialist is informed about the matter. |
E-Mail |
| 8 |
Monitoring the Implemented Corrective Action |
Sales Specialist
CFO
OHS & IMS Manager |
When the actions defined in the Corrective Action form have been completed |
After the completion of the action related to the fundamental situation underlying the customer’s complaint, monitoring is carried out to determine the extent to which customer expectations have been met. |
N/A |
| 9 |
Preparation of the Corrective Action Report |
Sales Specialist
CFO
OHS & IMS Manager |
When it is determined that the expectations related to the customer’s complaint have been met |
A Corrective Action Report is prepared, containing information about the corrective activity undertaken and its results, to be sent to the customer. |
Corrective Action Report |
| 10 |
End of the Process |
Sales Specialist |
After receiving feedback from the customer that their expectations have been met |
The Complaint Record Log is updated based on the available data. |
Complaint Record Log |
