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 case of verbal or written complaints, corrective action is requested by the employees receiving the complaint according to the Corrective Action Instruction. If there is a written document/letter related to the grievance, it is attached to the relevant corrective action.

In case of a suggestion submitted verbally or in writing, the employees receiving the suggestion request an improvement suggestion through the Corrective Action Tracking System. If there is a written document/letter related to the suggestion, it is attached to the relevant improvement suggestion.

Feedbacks are monitored through the Corrective Action Tracking System and the following information is shared with the feedback owners by the Quality Management Representative:

• When feedback is received, 
• When work on feedback is planned, 
• When it is necessary to obtain consent from the feedback owner for planned work.

Once the feedback has been processed, the feedback owner will be notified of the outcome by e-mail.

Personal information about the feedback owner is used only for the process of handling feedback. Personal information, except for the content of the feedback, will not be shared with any person or institution or organization unless the feedback owner explicitly consents or unless there is a legal obligation, except for employees who are required to take action to respond 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.