Page 41 - Aygaz-Sustainability-Report-2021

SUSTAINABILITY REPORT 2021 39

channels. We strengthen customer risks that may lead to financial losses, As Aygaz, we
communications and engagement erosion of customer trust, damage have maintained
through various digital platforms, to reputation, and legal sanctions as
starting with social media. We also well as disruptions in operations or our leadership in
use accessible and efficient digital data breaches is of utmost importance customer loyalty and
channels as an integral part of our to us. We conduct risk analyses and satisfaction since 2003
communication activities. Furthermore, actively manage the process by taking in the cylinder gas and
we facilitate customers’ access to Aygaz preventive actions. autogas segments as
and accelerate the processes with digital
applications. We ensure system continuity by our two key areas of
performing internal and external audits operation.
As usual, we ran campaigns in according to the ISO 27001 Information
collaboration with business partners Security Management System. We also
from different industries in 2021. We organize meetings where we review
launched credit card campaigns with the Management Systems applications
partnering banks, local supermarket for effectiveness, compliance with the
campaigns in various cities, and strategic goals and adequacy to raise
digital campaigns based on changing awareness. Last year, we started working
consumer behavior by considering on internal expectations and actions
both national and local needs and by holding coordination meetings with
preferences of customers. We continue all process owners to address effective
to make strides toward company targets process management.
by enhancing the brand image and
service quality of Aygaz through the Please click to access Aygaz
campaigns we launch. Information Security Policy.

We rigorously monitor all opinions Protecting the information that our
and complaints received through all customers provide is critically important
the communication channels and to us. Therefore, we sign non-disclosure
take action as needed. In line with agreements to ensure information
the ISO 10002 Customer Satisfaction security and we respect the data
Management System and internal privacy of our stakeholders. We value
policies, we manage customer the importance of properly using the
complaints in international standards. information and data belonging to the
The practices within the scope of our people working for our organization, our
complaint process encompass all of our customers and all other stakeholders.
products. In 2021, we received 25,522 As part of the personal data protection
complaints via all our communication efforts, we process data in accordance
channels. with the applicable laws and principles.
Furthermore, we restrict access to the
Please click to access Aygaz Customer Koç System servers for information
Complaints Management Commitment. security purposes. Accordingly, the
dealers are granted access to limited
Data Privacy and Information Security information. With Dealer Agreements,
As business processes become renewed every five years, we ensure
increasingly more digitalized, that the dealers’ information is under
cyberattack risks are also on the rise. legal protection. We have not received
Therefore, data and system security any complaints in 2021 regarding the
is an integral part of our business confidentiality of customer information,
operations. Preventing cyberattack breaches or loss of customer data.