Stakeholder Feedback

Feedback should be submitted via email to sage@tubitak.gov.tr using the Stakeholder Feedback Form. The feedback is reviewed objectively by the relevant departments under the coordination of the TÜBİTAK SAGE Quality Management Representative. Complaints initiate corrective actions, while suggestions lead to improvement proposals within TÜBİTAK SAGE, ensuring follow-up.

An acknowledgment of receipt and a feedback tracking number will be sent to the feedback provider via email. For information on the status of feedback, you can contact sage@tubitak.gov.tr  with the tracking number during business hours.

If approval is needed regarding proposed solutions, the feedback provider will be contacted. In cases of complaints related to Industrial Services, if the proposed solution is not accepted by the feedback provider, the processes are carried out according to the "Resolution of Disputes" clause in the Industrial Service Conditions document available on the Industrial Service Process page. For complaints within the scope of projects, if the proposed solution cannot be approved, the processes are conducted according to the principles outlined in the Project Agreement. Personnel involved in the complaint are excluded from handling the complaint.

Feedback submitted to TÜBİTAK SAGE through TÜBİMER is treated as written feedback, and the necessary actions are taken. Data provided through the Stakeholder Satisfaction Evaluation Procedure are monitored and evaluated in Management Review Meetings to assess customer satisfaction. Complaints and suggestions submitted with the Stakeholder Satisfaction Survey are also addressed appropriately.

In the case of verbal or written complaints, the employee receiving the complaint initiates a corrective action request according to the Corrective Action Procedure. If there are any written documents related to the complaint, they are attached to the corrective action.

For verbal or written suggestions, the employee receiving the suggestion initiates an improvement proposal request through the Corrective Action Tracking System. If any written documents related to the suggestion are available, they are attached to the improvement proposal.

Feedback is tracked through the Corrective Action Tracking System, and the following information is shared with feedback providers by the Quality Management Representative:

• When feedback is received, 
• When actions regarding feedback are planned, 
• When approval is needed from the feedback provider for planned actions.

After the necessary actions regarding the feedback are completed, the result is communicated to the feedback provider via email.

Personal information related to the feedback provider is only used for the feedback handling process. Except for the content of the feedback, personal information will not be shared with any individual, institution, or organization unless the feedback provider explicitly consents or there is a legal obligation. Personal information will not be used for any purpose other than responding to suggestions and complaints.

To improve the feedback management process and the quality of products and services, you may send your evaluations and opinions about the feedback management process to sage@tubitak.gov.tr. Your evaluations and suggestions will be thoroughly analyzed for process improvement.