Stakeholder Feedback and Complaint Mechanism Policy

1. Purpose

The purpose of this policy is to enable all stakeholders of our company (employees, users, business partners and other relevant parties) to submit their opinions, suggestions, feedback and complaints through a transparent, reliable and accessible structure.

Our company commits to evaluating all submissions effectively, developing solutions, and openly sharing the process with stakeholders.

2. Scope

This policy covers the following stakeholder groups:

• Employees
• Users / customers
• Business partners / suppliers
  
  

3. Submission Channels

Stakeholders can submit their feedback and complaints through the relevant forms on our website:

•         Feedback Form for Employees
•         Feedback Form for Business Partners
•         Feedback Form for Users

 Submissions are directed to the following departments:

•         Employee submissions - People and Culture Department
•          Business partner submissions - Corporate Communications Department
•          User submissions - Customer Relations Department
  
  

4. Submission Process

The submission process consists of the following steps:

1.        Submission of the request through the relevant form

2.        Recording and classification of the submission

3.        Preliminary assessment by the relevant department

4.        Involvement of the relevant internal stakeholders where necessary

5.        Development of a solution and decision-making

6.        Feedback to the submitter

7.        Closing and recording of the process

The Company systematically tracks and documents all stages of submissions.

5. Response Time and Communication

All submissions are reviewed and an initial response is provided within 10-15 business days at the latest.

If the review period is extended, the submitter is informed regularly.

Every stage of the process and the final outcome are clearly communicated to the submitter.

6. Confidentiality and Non-Retaliation

Our company:

·      handles all submissions in accordance with the principle of confidentiality.

·      allows submissions to be made anonymously upon request.

·      strictly prohibits any form of retaliation against persons who make a submission.

·      ensures the protection of all information involved in the process.

·      This approach guarantees that stakeholders can give feedback safely.

7. Prioritization

The following topics are handled as a priority:

·      Ethical violations

·      Human rights violations

·      Discrimination, harassment and safety issues

8. Responsibilities

·      Each submission is owned by the relevant department.

·      Coordination and follow-up of the process is the responsibility of the relevant department.

·      Senior management is involved in the process where necessary.

·      The Company has clearly defined responsibilities for complaint management.

9. Monitoring and Reporting

The Company:

·      records all submissions.

·      tracks the status of submissions (open, under review, closed).

·      prepares annual summaries of submissions and trend analyses.

·      uses this data to improve its processes.

10. Effectiveness of the Process

The Company ensures the effectiveness of the mechanism through:

·      Records showing that complaints have been resolved

·      Process tracking and closure verification

This safeguards the effectiveness of the mechanism.

11. Effective Date

This policy enters into force on 1 June 2026 and is reviewed annually.