Complaint and Suggestion Procedure

As Genoks Sağlık Hizmetleri A.Ş., we consider it a core responsibility to continuously improve the quality of our services. You may share with us any complaint, suggestion, request, or expression of satisfaction regarding our services. This procedure explains how your applications will be submitted, how they will be evaluated, and how you will be informed of the outcome.

1. Scope

This procedure covers all notifications submitted by our patients, patients' relatives, sample-referring healthcare institutions, business partners, suppliers, and visitors. Notifications may relate to any aspect of our service, including laboratory services, sample acceptance processes, report delivery, appointments and communication, physical conditions, and staff conduct.

2. Application Channels

You may submit your application through any of the following channels:

  • Online application form (recommended): hub.genoks.com.tr/sikayet — your application is registered in the system and you are provided with a tracking number.
  • Phone: +90 444 8 732 (Monday–Friday 09:00–18:00, Saturday 09:00–17:00)
  • Written application: Silahtar Cad. No:67, Ankara / Turkey by mail or in person.
  • In person: By requesting a meeting at the patient reception desk of our central laboratory.

3. Information Required in Your Application

To enable us to evaluate your application quickly and accurately, we kindly ask you to provide the following information:

  • Your full name and a contact detail where we can reach you (phone or email)
  • The sample/report reference number and transaction date, if any
  • The subject of your notification and any attachments (document, image, correspondence)
  • Your expectation or proposed solution

You may also submit an application without providing your name. However, please note that we will not be able to respond to anonymous applications, and such notifications will only be considered for improvement purposes.

4. Evaluation Process

  • Registration: Every application, regardless of the channel through which it is received, is registered and forwarded to the relevant unit.
  • Confirmation: You will be informed that your application has reached us within 3 business days at the latest.
  • Review: The matter is reviewed by the relevant unit supervisor; additional information may be requested from you if necessary.
  • Resolution: Applications are resolved within 15 business days at the latest. Where the review requires more time, the reason for the delay and the expected timeframe will be communicated to you before this period expires.
  • Notification: The outcome will be communicated to you through the contact channel indicated in your application.

5. Impartiality, Confidentiality, and No Charge

Applications are evaluated impartially, independent of the identity of the applicant. Filing a complaint does not in any way negatively affect your access to the services provided to you. Information obtained during the application process is used solely for evaluation purposes and is not shared with unauthorized persons. No fee is charged for filing a complaint.

6. Appeal Against the Outcome

If you are not satisfied with the outcome of your application, you may submit your appeal through the same channels within 15 days of being informed of the outcome. The appeal is reassessed independently of the unit that conducted the initial review. Your legal rights of recourse are also reserved.

7. Applications Regarding Personal Data

Requests and applications concerning the processing of your personal data are handled through a process separate from this procedure. For further information, please see our GDPR Disclosure Notice page.

8. Improvement

All applications are periodically analyzed; corrective and preventive actions are initiated for recurring issues. Your notifications are one of the most valuable resources we use to improve the quality of our service.

Last updated: 10.08.2026