Customer Complaints
Management Commitment

In line with the objectives and principles of the Koç Group and due to the importance it places on customers, Aygaz A.Ş. has organized its Customer Complaints Management Commitment under nine guiding principles.

Transparency: Aygaz informs internal and external clients directly about how and when their complaints will be evaluated via its corporate website. Information regarding customer communication channels can also be found on Aygaz products.

Accessibility: The Aygaz Hotline (444 4 999) and corporate website (www.aygaz.com.tr) are available 24/7 for customer complaints, queries and requests.

Responsiveness: Your complaints, queries and requests are responded to and addressed in a timely manner.

Objectivity: Each complaint is evaluated in a thorough, fair, objective and impartial manner, and the process is carefully followed until the case is closed.

Fees: No fees are charged for the evaluation of customer complaints, queries, requests and the subsequent procedures.

Confidentiality: Customers’ personal information is kept confidential and is not shared with third parties without given consent.

Customer-focus: In line with company policy and legal obligations, Aygaz provides feasible solutions for customer complaints, queries and requests.

Accountability: Complaints, queries and requests are kept in records, and the customer is informed of the process.

Continuous improvement: Customer feedback is used in a customer-focused approach to improve business processes, products and services.