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Transmission of Request

It is possible that our customers contact with us with various ways.

Recording

All of the customer’s complaints are recorded and assessed freely. The record of the complaint is declared to customer via SMS and a complaint tracking number is sent.

If our customers need, they follow the process by this tracking number.

Detailed Survey and Assessment

Complaints are assessed by our expert customer representatives. Our aim, to convert the complaints to customer satisfaction with the first contact.

The issues that aren’t solved by the first contact and that need to detailed survey and assessment are managed and finalized by expert groups within limit of authority.

Finalization and Response

Solving the customer's problems as soon as possible is the first priority of our company. Each complaint is finalized transparently, objectively and customer-orientedly according to our complaint administration with maximum care and attention. If the customer's contact information exists, we inform our customer that the complaint is taken into consideration and finalized in 1 day.

Continuous Improvement

In our complaint administration process, our quality is continuously improved by reviewing. In order to prevent the repetition of the complaints, our processes are revised continuously. The most common complaints are followed regularly and after the improvements the rates of increase and decrease are assessed. When repeated problems are determined, the main reason is determined by analyzing and required arrangements are conducted to not repeat it.

cookie preferences

We use mandatory cookies for the provision of www.opet.com.tr and the provision of information society services. In addition, cookies which may be accessed by our third party business partners to improve your experience, to carry out advertising/marketing activities for you, to make www.opet.com.tr more functional, to carry out performance analysis to develop www.opet.com.tr. Non-essential cookies will not be used if you do not consent.

You can review the Privacy Notice Regarding The Processing Of Personal Data Through Cookies for detailed information about the cookies used by us and our third-party partners and their preferences regarding these cookies.

what are cookies? A cookie is a small text file that is stored in a specific location on a computer, tablet, smartphone or other device when online services are accessed. Cookies enable the cookie operator to identify the device on which the cookie was installed, as long as your consent to the installation of the cookie is valid. Using buttons below, the relevant cookies can be accepted or rejected.

What is a cookie consent tool? Opet collects cookies within the scope of performance analysis in order to improve your experience, perform advertising/marketing activities for you, make www.opet.com.tr more functional and improve www.opet.com.tr. Your personal data may be processed for the purposes of performing advertising/marketing activities for you, making www.opet.com.tr more functional, and customization (to ensure that your other preferences are remembered when you re-enter the site, except for your privacy preference). This tool will help you understand what information is collected and give you control over how it is collected and used. You can specify your preferences for optional cookies by clicking "Manage my cookie preferences". Non-essential cookies will not be used if you do not consent.

cookies required for the service (not optional)

For data processing activities we carry out during the use of these cookies, we rely on "It is necessary to process the personal data of the parties to the contract, provided that it is directly related to the establishment or performance of a contract" data processing condition within the scope of article 5 of the Law.

performance and analytics cookies

*where you explicitly request the relevant information society service, for the data processing activities we carry out during the use of cookies and first-party analytical cookies, which are statistical measurement tools and are used for purposes that do not significantly affect the privacy of users, such as obtaining general - statistical information, we rely on “It is necessary to process the personal data of the parties to the contract, provided that it is directly related to the establishment or performance of a contract” and “It is mandatory to process data for the legitimate interests of the data controller, provided that it does not harm the fundamental rights and freedoms of the data subject” data processing conditions of article 5 of the Law.

**In cases where you do not explicitly request the relevant information society service, we rely on your express consent, if applicable, for the data processing activities we perform during the use of cookies and third-party analytical cookies, within the scope of article 5 of the law. Do you accept processing performance and analytics cookies as well as your processed date in order to monitor and analyze the number of people viewing www.opet.com.tr and the traffic of www.opet.com.tr and for this purpose, to transfer to cookie provider Google LLC residing abroad?

cookie name provider use purpose use term
_gid google analytics used to provide information to Google Analytics about your device usage. 2 years
_ga google analytics It is the cookie provided by google analytics. 2 years
_dc_gtm_ua-5164492-1 Opet petrolcülük anonim şirketi gtm cookie. 10 years
_gac_ua-5164492-1 Opet petrolcülük anonim şirketi gtm cookie. 3 months
aid google It is the cookie provided by google analytics. 1 year
nid google It is used to remember preferences and other information provided by google. 6 months
search_ samesite google Prevents information leaks provided by google. 6 months
otz google Analytics cookie provided by google. 1 year
ogpc google This cookie provided by google includes the googlemaps function. 2 months
uule google The cookie provided by google is used to encode a location or an exact location to the value used in the cookie. 1 day
dv google analytics Cookie provided by google universal analytics. 7 minutes
advertisement and social media cookies

For the data processing activities we perform during the use of these cookies, we rely on your express consent, if applicable, within the scope of article 5 of the law.

Do you accept processing advertisement and marketing cookies and your processed data in order to provide you customized product and service advertisement according to your viewing history and visitor profile at www.opet.com.tr or media other than www.opet.com.tr and for this purpose, to transfer your data to foreign cookie provider meta inc., google llc, doubleclick inc., and Oracle corporation?

cookie name provider use purpose use term
dsid doubleclick.net The cookie provided by google doubleclick is used for marketing/tracking purposes. 1,5 years
ide doubleclick.net The cookie provided by google doubleclick is used for marketing/tracking purposes. 2 years
datr facebook The cookie provided by facebook is used for marketing/tracking purposes. 3 years
fr facebook The cookie provided by facebook is used for marketing/tracking purposes. 3 months
sb facebook The cookie provided by facebook is used for marketing/tracking purposes. 2 years
_fbp Opet petrolcülük anonim sirketi The cookie provided by facebook is used for marketing/tracking purposes. 3 months
bkdc oracle These are data management cookies that allow them to personalize their mobile marketing campaigns. 179 days
bku oracle These are data management cookies that allow them to personalize their mobile marketing campaigns. 179 days
ogpc google This cookie provided by google includes the googlemaps function. 2 months
dpr facebook a cookie provided by facebook. 7 days
wd facebook a cookie provided by facebook. 7 days
otz google advertisement cookie provided by google. 1 month
1p_ jar google advertisement cookie provided by google. 1 month
anid google advertisement cookie provided by google. 6 months
_secure-3papisid google personalized advertising cookie provided by google. 2 years
_secure-3psid google personalized advertising cookie provided by google. 2 years
_secure-3psidcc google personalized advertising cookie provided by google. 2 years
_secure-1rapisid google personalized advertising cookie provided by google. 2 years
sapisid google personalized advertising cookie provided by google. 2 years
apisid google personalized advertising cookie provided by google. 2 years
ssid google personalized advertising cookie provided by google. 2 years
sid google personalized advertising cookie provided by google. 2 years
_secure-1psid google personalized advertising cookie provided by google. 2 years
sidcc google personalized advertising cookie provided by google. 2 years
hsid google personalized advertising cookie provided by google. 2 years
otz google personalized advertising cookie provided by google. 2 years
cookie privacy notice

Cookies, tracking technologies such as pixels, and gifs ("Cookies") are small files placed on your devices such as tablets, phones, or computers during the use of online applications such as websites or mobile applications. Cookies allow servers belonging to our websites and applications to recognize your devices, which facilitates traffic management on the site and enables the retention of information such as your language preferences, saved usernames and passwords, or the contents of your shopping cart. In addition, cookies help us analyze the number and audience of visitors to our website or application, allowing us to develop our software to provide you with a better experience. If you choose, cookies also help us personalize the ads you see during your internet usage.

In accordance with the Law on the Protection of Personal Data numbered 6698 ("Law"), your personal data regarding the cookies used on opet.com.tr ("Platform") mMonths be processed by Opet Petrolcülük Anonim Şirketi ("Opet" or "Company") as the data controller, within the scope described below.

The Purposes and Legal Basis of Processing Personal Data

Your collected personal data will be processed in accordance with the personal data processing conditions and purposes set out in Article 5 of the Law, for the purposes ("Purposes") listed below. Different cookies are used on the Platform for various purposes. The purposes of data processing and the applicable data processing conditions under the Law we rely on while using the relevant cookie mMonths vary depending on the type of cookie used.

Essential Cookies
Essential cookies are cookies that are placed on your device during your use of the Platform and are necessary for the proper functioning of the online services provided. When using these cookies, we rely on the data processing condition set forth in Article 5 of the Law, which allows the processing of personal data belonging to the parties of a contract, to the extent that it is necessary for the establishment or performance of a contract directly related to such personal data processing activities.

Performance and Analytics Cookies
Performance cookies enable us to track and analyze the number of visitors to the Platform and Platform traffic. Thanks to these cookies, we can obtain information such as which areas on the Platform are most or least frequently visited and optimize the traffic of the Platform accordingly.

Regarding the cookies that are explicitly requested for the relevant information society service, such as first-party analytical cookies used for purposes that do not significantly affect the privacy of users, such as obtaining general statistical information, we rely on the data processing conditions set forth in Article 5 of the Law, which allow the processing of personal data belonging to the parties of a contract, to the extent that it is necessary for the establishment or performance of a contract directly related to such personal data processing activities, and the processing of personal data necessary for the legitimate interests of the data controller, provided that such processing does not harm the fundamental rights and freedoms of the data subject.

Regarding cookies and third-party analytical cookies that are not explicitly requested for the relevant information society service, we rely on your explicit consent, where applicable, under Article 5 of the Law for our data processing activities.

Personalized Advertising Cookies
Personalized advertising cookies are used to promote personalized products and services to you on the Platform or on channels other than the Platform in accordance with your viewing history and visitor profile. When using these cookies, we rely on "your explicit consent" as the data processing condition under Article 5 of the Law for our data processing activities.

Below you can find the different types of cookies we use on the Platform. The Platform utilizes both first-party cookies (those placed by the Platform being visited) and third-party cookies (those placed by servers outside the visited Platform).

Essential Cookies
Cookie Name Provider Purpose of Use Term of Use
Authorization Opet Petrolcülük Anonim Şirketi Used for membership and login prodecured. 60 Months
ASP.NET_SessionId Opet Petrolcülük Anonim Şirketi Used for membership and login prodecured. During the session
ai_session Opet Petrolcülük Anonim Şirketi Used for Application Insights. 30 Minutes
ai_user Opet Petrolcülük Anonim Şirketi Used for Application Insights. 1 Year
BIGipServerPool-api.opet.com.tr-Https-for-VIP-* Opet Petrolcülük Anonim Şirketi Load Balancer During the session
Performance and Analytics Cookies
Cookie Name Provider Purpose of Use Term of Use
_gid Google Analytics It is used to provide information to Google Analytics about your device usage. 2 Years
_ga Google Analytics Cookie provided by Google Analytics. 2 Years
_dc_gtm_UA-5164492-1 Opet Petrolcülük Anonim Şirketi GTM cookie. 10 Years
_gac_UA-5164492-1 Opet Petrolcülük Anonim Şirketi GTM cookie. 3 Months
AID Google Cookie provided by Google Analytics. 1 Year
NID Google Used to remember preferences and other information provided by Google. 6 Months
SEARCH_SAMESITE Google Blocks information leaks provided by Google. 6 Months
OTZ Google Analytical cookie provided by Google. 1 Month
OGPC Google This cookie, provided by Google, includes the GoogleMaps function. 2 Months
UULE Google The cookie provided by Google is used to encode a place or an exact location into the value used in the cookie. 1 Day
DV Google Analytics Google Universal Analytics tarafından sağlanan çerezdir. 7 Minutes
Personalized Advertising Cookies
Cookie Name Provider Purpose of Use Term of Use
DSID doubleclick.net The cookie provided by Google DoubleClick is used for marketing/tracking purposes. 1.5 Years
IDE doubleclick.net The cookie provided by Google DoubleClick is used for marketing/tracking purposes. 2 Years
datr Facebook The cookie provided by Facebook is used for marketing/tracking purposes. 3 Years
fr Facebook The cookie provided by Facebook is used for marketing/tracking purposes. 3 Months
sb Facebook The cookie provided by Facebook is used for marketing/tracking purposes. 2 Years
_fbp Opet Petrolcülük Anonim Şirketi The cookie provided by Facebook is used for marketing/tracking purposes. 3 Months
bkdc Oracle Data management cookies that enable personalization of mobile marketing campaigns. 179 Months
bku Oracle Data management cookies that enable personalization of mobile marketing campaigns. 179 Months
dpr Facebook Cookie provided by Facebook. 7 Days
wd Facebook Cookie provided by Facebook. 7 Days
OTZ Google Advertising cookie provided by Google. 1 Month
1P_JAR Google Advertising cookie provided by Google. 1 Month
ANID Google Advertising cookie provided by Google. 6 Months
__Secure-3PAPISID Google Personalized advertising cookie provided by Google. 2 Years
__Secure-3PSID Google Personalized advertising cookie provided by Google. 2 Years
__Secure-3PSIDCC Google Personalized advertising cookie provided by Google. 2 Years
__Secure-1PAPISID Google Personalized advertising cookie provided by Google. 2 Years
SAPISID Google Personalized advertising cookie provided by Google. 2 Years
APISID Google Personalized advertising cookie provided by Google. 2 Years
SSID Google Personalized advertising cookie provided by Google. 2 Years
SID Google Personalized advertising cookie provided by Google. 2 Years
__Secure-1PSID Google Personalized advertising cookie provided by Google. 2 Years
SIDCC Google Personalized advertising cookie provided by Google. 2 Years
HSID Google Personalized advertising cookie provided by Google. 2 Years
OTZ Google Google tarafından sağlanan reklam ve analitik çerezidir. 1 Month

To whom and for what purpose the processed personal data can be transferred

The personal data collected in accordance with the Purposes stated above may be transferred in compliance with the rules on the transfer of personal data specified in Articles 8 and 9 of the Law, within the scope of the personal data processing conditions specified in Article 5 of the Law, to our suppliers, business partners with whom we cooperate, public institutions authorized by law within the framework of the requirements expressly stipulated in the legislation and our legal obligations, and abroad to Google LLC for the data processed by performance and analytical cookies based on your explicit consent, and to Meta Inc., Google LLC, DoubleClick Inc., and Oracle Corporation for the personal data processed by personalized advertising cookies.

Method of Personal Data Collection
Your personal data is collected through electronic means, such as cookies and other tracking technologies, for the purpose of fulfilling the aforementioned Purposes.

Personalization of Cookie Preferences
You can personalize your cookie preferences by changing the settings of your browser. Below are the links where you can personalize your cookie preferences for commonly used browsers.

Adobe Analytics http://www.adobe.com/uk/privacy/opt-out.html
AOL https://help.aol.com/articles/restore-security-settings-and-enable-cookie-settings-on-browser
Google Adwords https://support.google.com/ads/answer/2662922?hl=en
Google Analytics https://tools.google.com/dlpage/gaoptout
Google Chrome http://www.google.com/support/chrome/bin/answer.py?hl=en&answer=95647
Internet Explorer https://support.microsoft.com/en-us/help/17442/windows-internet-explorer-delete-manage-cookies
MozillaFirefox http://support.mozilla.com/en-US/kb/Cookies
Opera http://www.opera.com/browser/tutorials/security/privacy/
Safari: https://support.apple.com/kb/ph19214?locale=tr_TR

Rights of the Data Subjectunder Article 11 of the Law

As adata subject, we declare that you have the following rights in accordance with Article 11 of the Law:

  • To find out whether your personal data are processed or not,
  • To request information if your personal data have been processed,
  • To find out about the purpose of processing your personal data and whether they have been processed for the intended purpose or not,
  • To find out about the third parties to whom your personal data have been transferred either domestically or abroad,
  • In the event that your personal data have been processed incompletely or incorrectly, to demand the correction thereof and to ask for the actions taken in this respect to be notified to the third parties to whom your personal data have been transferred,
  • To request the deletion or destruction of your personal data and to request that any such actions be notified to third parties to whom your personal data has been transferred, if the reasons requiring the processing have disappeared, despite your personal data being processed in compliance with the Law and other relevant legislation,
  • To object to a decision made against you based solely on the analysis of your processed data through automated systems,
  • To request compensation for damages in case of any harm caused by the processing of your personal data in violation of the Law

To exercise the aforementioned rights, you can fill out the Opet Petrolcülük Anonim Şirketi Data Subject Application Form, https://opetwebcdn.azureedge.net/medium/document-file-1139.vsf, and submit it to our company. Depending on the nature of your request, our company will respond to your request free of charge as soon as possible and at the latest within thirty days. However, if the process necessitates an extra cost, the fee in the tariff specified by the Personal Data Protection Board shall be taken by our company.