1.0. PURPOSE

QA Technic determines the evaluation principles of complaints or objections coming from organizations / customers, other segments and related parties regarding the system certification, product / service certification, Environmental and Cultural Sustainability Programme (TGA), Global Sustainable Tourism Council (GSTC), inspection, training and supplier audit activities.

2.0.SCOPE

This procedure covers objections and complaints from organizations / customers, other segments or related parties regarding system certification, product / service certification, Environmental and Cultural Sustainability Programme (TGA), Global Sustainable Tourism Council (GSTC), inspection, training and supplier audit services and Certification Committee Decisions carried out by QA Technic.

3.0.RESPONSIBILITIES

Complaint and Objection Evaluation Committee, Chairman of the Board, Management Representatives, Product Certification Manager, System Certification Manager, Inspection Services Manager, Sustainable Tourism Department Manager, Technical Regulation Officers, Inspection Services Technical Managers and department managers are responsible for the implementation of this procedure.

4.0.DEFINITION

4.1. Complaints:Performance, procedures and policies, internal and external auditors of companies/individuals regarding QA Technic's system certification, product / service certification, Environmental and Cultural Sustainability Programme (TGA), Global Sustainable Tourism Council (GSTC), inspection, training and supplier audit activities, throughout the audit period. Applications made to QA Technic in case of inappropriate behavior, attitudes and attitudes, tensions that may arise by the audit team, inappropriate situations about the companies that provide inspection services and/or certified companies.

4.2. Appeal:It is case that decision given by Alberk QA related with any individiual/ foundation or organisation.

4.3 Complaint and Appeal Assessment Committee: Complaint and Appeal Assessment Committee is composed of members who are independent from certification decision makers and audit team members. Complaint and Appeal Assessment Committee is composed of members who are knowledgeable regarding the field of complaint (not being a complainant).This committee is not generated by utilization of external resources since it is not possible to take over the responsibility of the decisions

5.0.APPLICATION

5.1.System certification, product certification, inspection, training and supplier inspection services carried out by QA Technic, all kinds of objections and complaints regarding the decisions taken by the Certification Committee; recorded by the relevant department Management Representatives

QA Technic; Responsible for decisions at all stages of handling complaints.

Acceptance, investigation and decision of complaints and objections do not result in any discriminatory action against the complainant and/or the objector.

5.2.Complaints received from these parties can be forwarded to management representatives via fax, email, or filemaker. Complaints reaching different individuals within the office are forwarded to the relevant management representative. Management representatives will then initiate proceedings regarding the matter.

5.3.In case of disagreement with the company's audit plan, date, appointed inspectors/inspectors, etc., regarding the company applying for certification and inspection services, the objection is evaluated by the System Certification Manager, Product Certification Manager, Inspection Services Manager, Sustainable Tourism Department Manager within the relevant scope, taking into account the company's request. The relevant parties are notified that the objection has been received, within 1 week at the latest, it is evaluated by taking into account the previous similar objections, and if necessary, Corrective Action is initiated and the objection is resolved by re-processing. In case the company requests a change in the assigned inspectors and inspectors within the scope of inspection services, it is expected to write this request in writing and with its justifications. The reasons are evaluated and changes are made. If the activity could not be concluded within 2 weeks, the customer is informed in writing about the situation and the duration of the activity.

5.4.If the results of the activity are not satisfactory by the relevant parties, the object of objection is placed on the agenda of the Complaint and Objection Evaluation Committee by the Chairman of the Board of Directors. The Complaint and Objection Evaluation Committee will be selected by the management representative to consist of at least 3 experts, depending on the subject of the objection. A Confidentiality Agreement is signed by the members of the committee before the case is resolved.

5.5.Complaints from customers or other parties (end consumer, etc.) related to the execution of the service at QA Technic are recorded by the relevant Management Representative with the COMPLAINT / OBJECTION EVALUATION AND DECISION FORM, and the relevant parties are notified that the complaint has been received, at the latest. It is evaluated within 1 week and Corrective and Preventive Action is initiated if necessary. The results of these activities are notified in writing to the complainant within 2 weeks at the latest, according to the resolution method of the complaint. If the activity could not be concluded within 2 weeks, the customer is informed in writing about the situation and the duration of the activity. If the results of the activity are not satisfactory by the relevant parties, the subject of the complaint is placed on the agenda of the Complaint and Objection Evaluation Committee by the Chairman of the Board of Directors.

5.6.Determination of committee members:Members of the Complaint and Objection Evaluation Committee; determined by the management representative and appointed by the chairman of the board of directors. According to the complaint status of the members; The auditor – is determined from the people in our expert staff, paying attention to the equivalence of the field of expertise. If there is no suitable expert in our staff, an external expert can be appointed. External experts who will give opinions should have at least 3 years of Lead Auditor experience for system or product certification activities and 5 years of inspector experience for inspection services. On the other hand, an Islamic affairs specialist must have graduated from a high school providing Islamic education at least and must have 4 years of work experience in Islamic subjects. Complaint and objection committee will be selected to consist of at least 3 people. Persons to be elected to the committee are selected by considering the principles of impartiality. A Confidentiality Agreement is signed by the members of the committee before the case is resolved. It will be ensured that the committee members involved in the resolution process do not have any relationship with the company subject to the complaint 2 years before and after.

5.7.The Committee for Ensuring Impartiality will be evaluated by examining their impartiality. The Complaint and Objection Evaluation committee has full independence in its decisions. They cannot be influenced by any authority

5.8.Customer complaints received by QA Technic regarding non-conformities in the quality systems of certified organizations are communicated to the organization in writing, and information is requested from the organization within a maximum of 2 weeks regarding the arrangements it has made/will make concerning the complaint. The information received is evaluated by the relevant department manager, and depending on the importance of the complaint, an audit may be conducted at the organization, or the organization's records regarding customer complaints are checked during a regular audit on the scheduled audit date.

Regarding objections to inspection results, the Inspection Services Manager may order a re-inspection by another inspector with relevant expertise. The procedure outlined in Article 5.3 will be followed during this process.

5.9.Customer complaints arising from nonconformities in the quality system of certified organizations that Complaints and objections regarding the decisions of the Certification Committee and the results of the inspections, when received by QA Technic, are referred to the Complaints and Objections Evaluation Committee by the Chairman of the Board of Directors.

5.10.The date on which the issue will be discussed and the names and backgrounds of the members of the complaint and objection committee are notified to the relevant party for confirmation and it is stated that they can attend the meeting if they request it. If the complainant has an objection to one of the members of the Complaint and Objection Committee, provided that he/she declares a justification, one of the alternate members of the Complaint and Objection Committee is included in the committee. Re-confirmation is taken for the CVs of the committee members. The committee evaluates the issue, while it can apply for expert opinion when necessary, the experts who will give opinion must have at least 3 years of Lead Auditor experience for System Certification and have carried out at least 3 audits in the relevant sector. On the other hand, an Islamic affairs specialist must have graduated from a high school providing Islamic education at least and must have 4 years of work experience in Islamic subjects. The committee makes its final decision within 15 days after the objection reaches the committee. The decision is taken on the basis of majority vote.

5.11.Complaint and Objection Committee decision; It is notified and filed in writing to the organization/person making the objection and the relevant Management Representative by QA Technic.

5.12.The relevant unit and the Management Representative statistically evaluate the incoming information and bring these evaluations to the agenda of the Management Review meetings.

The decisions taken by the Complaints and Appeals Committee are considered resolution-oriented and are not open to debate if the committee consists entirely of QA Technic personnel. However, if the committee consists of external technical experts, the committee's decision is advisory in nature, and the final decision rests with QA Technic. If the decision of this committee is deemed insufficient by the complainant or objector, the relevant party will be informed that the matter may be referred to the Turkish Courts.

Furthermore, the customer or relevant party also has the right to submit their objection directly to GSTC. In the event that complaints about our company or our certified customers are submitted to GSTC management within the scope of GSTC audit and certification, the complaint/appeal process will be conducted in accordance with the GSTC Grievance Procedure for Accreditation v.3.0 document, together with GSTC management.

5.13.The person making the complaint or objection and the subject of the complaint/objection should be kept confidential. Care should be taken not to compare the two sides. The consideration period should be declared to both parties, depending on the type of complaint or appeal. Care should be taken that this period does not exceed 15 days.

5.14.The person who is the subject of the complaint or objection and the owner must be notified in writing of the result. All records must be kept. The tracking of whether the complaint has been closed or not is done through the Customer Complaint/Objection/Suggestion Tracking List.

5.15.Upon receipt of the complaint or appeal, he must confirm to QA Technic whether the complaint or appeal is related to the certification activities for which he is responsible.

5.16.If the complaint is about a certified customer, the effectiveness of the documented management system should be taken into account when questioning the complaint.

5.17.The complaint should be directed to the certified customer mentioned by QA Technic within an appropriate period of time. And the follow-up of the subject should be done by the QA Technic Management Representative.

5.18.Professional liability insurance comes into play if the customer has suffered damage and his complaint is justified.

5.19.QA Technic, together with the customer and the complainant, determines whether and to what extent the subject of the complaint and its resolution will be made public.

5.20.All complaints and objections received within the scope of GSTC are evaluated by Alberk QA Technic. If the matter is transferred to the complaint and objection committee, a GSTC auditor who was not involved in the process subject to the complaint/objection is also added to the committee. All closed complaints and objections are notified by e-mail to GSTC's accreditation@gstcouncil.org address within 5 days.

5.21.Complaints and objections made during the supplier inspection must be reported to the relevant supplier responsible. The priority in the action to be taken regarding the objection or complaint is the supplier responsible. Complaints recorded by the Management Representative with the COMPLAINT / OBJECTION EVALUATION AND DECISION FORM are reported to the supplier responsible and system certification manager. Corrective and Preventive Action is initiated in line with the recommendations of the supplier responsible. The results of these activities are notified in writing to the complainant within 2 weeks at the latest, according to the resolution method of the complaint. The supplier responsible can also notify the result of the complaint. If the activity could not be concluded within 2 weeks, the customer is informed in writing about the situation and the duration of the activity. If the results of the activity are not satisfactory by the relevant parties, the subject of the complaint is placed on the agenda of the Complaint and Objection Evaluation Committee by the Chairman of the Board of Directors. The Complaint and Objection Evaluation Committee will be selected by the management representative to consist of at least 3 experts, depending on the subject of the complaint. A Confidentiality Agreement is signed by the members of the committee before the case is resolved.

ANNEX-01 COMPLAINT - OBJECTION PROCESS SUMMARY TIMES

6.0. RELATED DOCUMENTS

• PR-05 Management Review Procedure
• PR-03 Corrective and Preventive Activity Procedure
• FR-23 Customer Complaints Follow up Form
• FR-258 Complaint / Appeals Evaluation and Decision Form
• FR-09 Corrective and Preventive Activity Follow up Form
• FR-36 Certification Committee Operation Form
• FR-37 Committee Members Confidentiality Agreement
• FR-39 Audit Report Control and Certification Committee Transaction Form
• Filemaker software
• GSTC Grievance Procedure for Accreditation v.3.0

7.0 REVISION STATUS

This document; Valid only under www.qatechnic.com. As hardcopy, signed and original stamped are valid. Any printout that is unsigned and does not carry a controlled copy stamp or any desktop copy in the computer environment is invalid.