Complaint and Suggestion Management Process


The Complaint and Suggestion Management Process aims to provide our customers with quality and quick solutions in response to their complaints and suggestions received by various channels.


Filing complaints

There are various channels for our customers to share their suggestions and complaints with us. Feel free to send us your comments via our Call Center 444 00 88, our Short Message Service 7588, our e-mail address, our website, MetroIstanbul application specially developed for smart phones, Help Desk of the Istanbul Metropolitan Municipality (İBB Beyaz Masa), Complaint and Complaint and Suggestion Boxes in the stations, Social Media channels (Twitter@istanbul_ulasim / Facebook and our fax number 0 212 568 89 00. Received through various channels, the queries are collected into a single, centralized system; and the Press and Public Relations Division finalizes the query by responding the customer. There is already a properly-working communication channel required to forward the queries, which is also continually improved.


Solution and Response

We address to the queries with our highly-experienced teams and respond the customers properly and duly inform. In order to resolve the complaints through a quick, correct and customer-oriented approach, the concerned teams regularly participate in continual improvement and training programs. Our principal aim here is to swiftly meet the customer expectations by inspiring them with confidence. With this aim in mind, the concerned departments carefully examine each and every query, and provide the customers with as a result.


Registration of Complaints and Suggestions

All submitted queries are registered in our system. The Complaint and Suggestion Management process is continually improved by examining in detail the received queries. The Public Relations official in charge provides the customer with a query tracking number verbally on the phone in the case of Call Center queries and by e-mail in the case of online queries. With this code, applicants are able to track the status of their queries. In queries submitted via SMS, the applicant is informed back again via SMS that the query has been received.


Detailed Review and Information

Our primary aim in the process is to resolve all queries as quick as possible and in the initial channel. In cases requiring detailed review, each query is forwarded to the concerned departments according to the theme / contents and the solution is eventually notified to the customer by the PR officials. In such cases, we also inform our customers about the estimated date of response and how they can track their queries in the meantime. The queries are resolved by the qualified PR Officials of our Call Center. In case the situation entails a detailed investigation, the officials forward the queries to the experts of each concerned unit, who in turn handle the queries.


Continual Improvement

In order to identify potential areas for improvement and enhance effectiveness, Istanbul Ulasim regularly reviews, reports and continually improves its complaint and suggestion management process as well as the systems used. In order to avoid the recurrence of complaints, we take corrective and preventive actions to be incorporated into the processes. We also improve our processes by regularly monitoring most common subjects of complaint.

 Flowchart For The Complaint Management System