Our Management Systems Policies

• To identify and analyze our customers’ needs in a timely manner and provide reliable and continuous service,
• To establish a quality management system that aims to maintain customer satisfaction at the highest level, ensure timely delivery through the effective use of resources, and support continuous improvement in the products and services we provide,
• To foster a participatory and pluralistic management approach within our organization and, for this purpose, encourage leadership and employee involvement across all our processes,
• To create a continuously developing and learning organization by increasing the awareness and knowledge levels of our employees through effective human resources management,
• To make the protection of our company image at every stage that reaches the customer a shared responsibility of all our employees,
• To closely follow technological developments and provide fast and effective solutions to our suppliers and customers,
• To fulfill legal requirements and adapt innovations to all our processes in order to maintain our position as one of the leading organizations in the sector,
• To make customer satisfaction sustainable by recognizing the fight against climate change as a fundamental responsibility in our logistics and supply processes,
• To promote the philosophy of “Risk-Based Thinking” and the “Process Approach” within the organization and ensure their sustainability, while effectively maintaining the quality management system across all our activities.

Horoz Group of Companies Management places the highest level of importance on information security. It is committed to establishing, operating, maintaining, and continuously improving the Information Security Management System (ISMS) in line with the objectives stated below.

• To meet the information security obligations arising from national or international regulations, legal requirements, and agreements with internal and external stakeholders that apply to our logistics activities,
• To secure information by ensuring the availability, integrity, and confidentiality of all information required for our operations,
• To increase the knowledge and competencies of our employees and ensure that all employees contribute to information security,
• To raise awareness among employees, customers, and third parties regarding information security, ensuring the protection of information belonging to themselves and their stakeholders,
• To manage risks and opportunities related to business continuity by ensuring that our organization’s core and supporting business activities continue with minimal interruption,
• To reduce the direct and indirect impacts of climate change on information security processes within the scope of sustainability and risk management,
• To create appropriate physical and electronic environments for the security of information assets and, in the event of security breaches, to ensure that such breaches are recorded, detected in a timely manner, responded to, and eliminated.

All employees and suppliers of the organization are responsible for acting in accordance with the policies, procedures, and controls of the Information Security Management System and fulfilling the responsibilities defined for them.

Senior management is responsible for updating the ISMS policy in line with changing conditions and ensuring that this policy is known, understood, fully implemented, and followed by all employees at every level within the company.

Horoz Logistics aims to act by providing all necessary resources to prevent occupational accidents and occupational diseases, in order to create the required awareness of occupational health and safety among all employees, including senior management.

Within the scope of the Occupational Health and Safety Management System, Horoz Logistics commits through this policy to:

• Providing safe and healthy working conditions in line with the company’s purpose, size, context, and OHS risks and opportunities,
• Defining OHS objectives within the framework of this policy, carrying out the necessary activities to achieve these objectives, and monitoring them periodically,
• Following and fulfilling all legal requirements and other obligations related to OHS,
• Adapting in the best possible way to business continuity and occupational safety requirements in newly emerging situations related to epidemic diseases, such as Covid-19,
• Ensuring that Occupational Health and Safety “Risk Analyses” are carried out across all activities, and eliminating and/or reducing hazards,
• Monitoring, measuring, and evaluating the performance of the OHS management system in order to ensure its continuous improvement and development,
• Ensuring a sustainable OHS Management System through the practices and participation of employees across all activities,
• Taking into account the impacts of climate change on occupational health and safety, and committing to taking preventive measures, organizing the necessary training, and reviewing emergency plans in order to protect employees against environmental risks such as extreme weather events, including floods, storms, and heatwaves.

We aim to keep environmental factors under control by continuously investing in equipment, people, and information systems. We are committed to maintaining environmentally friendly practices for a livable world. We care about the environmental impacts of our activities and work voluntarily for a sustainable environment by taking ISO 14001 and ISO 50001 standards as our reference.

Within the scope of the Environmental and Energy Management System, Horoz Group of Companies commits through this policy to:

• Keeping under control, reducing, and continuously improving the environmental impacts on air, water, and soil arising from our logistics and warehousing activities,
• Reducing and separating our waste primarily at the source and, where this is not possible, disposing of it by ensuring its recycling,
• Carrying out our activities in compliance with national and international laws and standards,
• Establishing and maintaining the “Zero Waste System” at our locations within the scope of the Zero Waste Regulation,
• Supporting products and services with high energy efficiency in procurement processes that may affect energy performance,
• Supporting design activities focused on improving energy performance,
• Carrying out activities to reduce greenhouse gas emissions arising from our operations within the scope of combating global climate change; measuring and monitoring our carbon footprint; encouraging the use of renewable energy and low-carbon technologies; and supporting environmental sustainability by integrating climate risks into business processes,
• Sharing the results and performance indicators obtained within the scope of the Environmental and Energy Management Systems with relevant parties when necessary or upon request.

As Horoz Group Companies, ensuring customer satisfaction in every service we provide is our priority.

In customer complaint management, we comply with national, international, and other applicable requirements, and manage the process in line with the following principles:

• Each of our customers is special, and we protect their personal information within the framework of confidentiality.
• We ensure that our customers can reach us through all our access channels.
• We always respond to our customers’ needs and expectations transparently and free of charge.
• We take care to carry out all our evaluations completely and on time with our expert team, while preserving the integrity of information.
• For every corporate and/or individual request, suggestion, or complaint received from our customers, we aim to provide solutions with a fair, impartial, and meticulous approach.
• Through our customer-oriented approach, we strive to meet customer requests and expectations.
• We allocate sufficient resources for our customers’ requests, suggestions, and complaints.
• We record and review the requests, suggestions, complaints, and feedback received from our customers. By analyzing the data, we consider them as opportunities for continuous improvement.

Horoz Group of Companies commits to establishing, operating, and continuously improving a system compliant with the ISO 27701 Personal Data Management Standard (PDMS), and to providing the best possible service within the framework of the relevant standard.

In the processing of personal data, Horoz Group of Companies undertakes to comply with Law No. 6698 on the Protection of Personal Data, which aims to protect the fundamental rights and freedoms of individuals, particularly the privacy of private life, as well as all other legal and regulatory requirements and the expectations of relevant parties. In accordance with the applicable legislation, the public and relevant parties have been informed about the personal data processed by Horoz Group Companies.

Horoz Group of Companies Management attaches great importance to protecting the confidentiality and security of personal data. Accordingly, it has established a personal data inventory and taken the necessary technical and administrative security measures to protect data against unauthorized access, damage, loss, and disclosure.

With a strong sense of responsibility regarding the confidentiality and security of personal data, Horoz Group Companies has adopted the following fundamental principles:

• To process personal data lawfully and fairly,
• To keep personal data accurate and, where necessary, up to date,
• To process personal data for specific, explicit, and legitimate purposes,
• To process personal data in a manner that is relevant, limited, and proportionate to the purposes for which it is processed,
• To retain personal data only for the period stipulated in the relevant legislation or required for the purposes for which it is processed, and to ensure that such data is properly deleted or anonymized in a way that prevents the identification of a natural person at the end of the retention period,
• To inform and notify personal data subjects,
• To establish the necessary system for personal data subjects to exercise their rights,
• To act in accordance with the relevant legislation and the regulations of the Personal Data Protection Board when transferring personal data to third parties in line with the requirements of the processing purpose,
• To take appropriate measures to enable personal data subjects to exercise their legal rights regarding their personal data, including the right to withdraw their consent,
• To demonstrate the necessary care and sensitivity in the processing and protection of special categories of personal data,
• To implement a range of technical and administrative measures for the protection of personal data.

These include access and authorization management structures, network and application security, encryption management, backup management, intrusion detection and prevention systems, deletion, destruction or anonymization methods, and contracts with data processors.

As Horoz Lojistik Kargo Hizmetleri ve Tic. A.Ş., we are committed to providing our customers with the highest level of service and establishing effective communication. Our customer contact center policy sets out the fundamental principles for understanding our customers’ needs, meeting their expectations, and ensuring excellence in every interaction.

Our principles are as follows:

• Customer Satisfaction: We will make every effort to understand customer needs and meet expectations as a priority. We will continuously work to increase and maintain customer satisfaction.
• Effective Communication: We will handle customer requests, complaints, and questions quickly and effectively. We will provide training and guidance to help our contact center employees improve their ability to communicate clearly and understandably.
• Professionalism: Our contact center employees will demonstrate a professional attitude in every customer interaction and create a positive impression on behalf of the company. We will strive to provide opportunities for our employees to continuously improve their knowledge and skills.
• Solution-Oriented Approach: We will understand customer requests, resolve issues effectively, and, when necessary, direct them to the relevant departments. We will consider every customer interaction as an opportunity to provide a solution.
• Confidentiality and Data Protection: We will take the necessary measures to protect the confidentiality and security of customer information. We will process customer data in accordance with data protection laws and our company policies.
• Development and Improvement: We will regularly review our contact center processes and seek improvement opportunities. By using customer feedback, we will continuously strive to improve service quality and the interaction experience.

Türkiye’s leading, long-established, and deep-rooted logistics company, Horoz Logistics, has established its Zero Waste Management System by integrating its sustainable business processes with the zero waste management philosophy.

Within this scope, the company has prevented waste, ensured the more efficient use of resources, and enabled the separation of waste, while carrying out all project-related activities with great care.

Horoz Logistics continues to receive Zero Waste Basic Level Certificates from the Republic of Türkiye Ministry of Environment, Urbanization and Climate Change for its location-based initiatives.