1️⃣ Complaint Handling Procedure

Asman Oil Company reviews all client complaints and claims in accordance with established procedures, ensuring objectivity, confidentiality, and attentive customer service.

>Purpose of the Procedure

This procedure defines the processes for receiving, reviewing, and resolving complaints and claims, as well as the responsibilities of employees involved. The procedure is developed in accordance with ISO/IEC 17025:2017 and ISO 9001:2015 requirements.

Key Principles of Review

• 1. Efficiency and accessibility;
2. Objectivity and transparency;
• 3. Confidentiality of information;
• 4. Accountability for decisions made;
• 5. Continuous improvement of service quality.

A complaint or claim must be submitted in writing addressed to the General Director of Asman Oil Company. The client is notified upon receipt of the complaint and, if necessary, informed about the progress of its review.

Flight Safety Policy of Asman Oil Company

2️⃣ Company Priorities:

Ensuring flight safety is a primary focus of Asman Oil Company. All processes are aimed at safe, uninterrupted, and efficient flight operations in accordance with national and international aviation requirements.
Flight Safety Management System (FSMS):

1. An SMS system is implemented and operational, based on ICAO standards.

• 2. It covers all operational levels and is aimed at identifying, assessing, and mitigating risks for both air and ground operations.
• 3. Main document: "Flight Safety Management Manual".
• Key objectives in flight safety:"

1. Prevention of aviation accidents and incidents."

• 1. Prevention of aviation accidents and incidents."
• 2. Continuous monitoring of flight safety."
• 3. Hazard identification and risk management."
• 4. Event analysis and corrective actions."
• 5. Development and maintenance of a safety culture among personnel."

Key principles of the company policy:

• 1. Compliance with international and national standards and internal regulations..
• 2. Continuous improvement of the safety management system.
• 3. Promotion of a safety culture in operational activities.
• 4. Identification of hazards, risk management, and ensuring safety reporting.
• 5. Personnel training and professional development.
• 6. Adherence to quality standards and internal work rules (prohibition of alcohol, narcotics, and smoking in prohibited areas).
• 7. Continuous analysis of safety conditions.
• 8. Guarantee of no adverse consequences for employees reporting safety issues (except in cases of unacceptable behavior).
• 9. Continuous improvement of safety performance through management processes.

3️⃣ Certificates and Compliance with Standards

Asman Oil Company places the highest priority on product quality, process safety, and compliance with all mandatory requirements. Our operations are conducted in strict accordance with national and international standards, confirmed by a wide range of current certificates and permits.
Company Certificates:
Certificates

👉We are open to cooperation and always ready to provide documented proof of our company’s reliability and high standards.

4️⃣ Legal Address: Kyrgyz Republic, Bishkek, Manas Airport

Department: Fuel and Lubricants Laboratory, Manas Fuel Plant
Phone: +996 (312) 69-30-57
Responsible Person: General Director of Asman Oil Company LLC
Responsible Person: General Director of Asman Oil Company LLC

5️⃣ General Provisions

• 1 1. This policy defines the procedures for collecting, storing, processing, and protecting users’ personal data. ;
• 2. By using our services, you agree to the terms of this policy.
• 3. 3. The organization is committed to ensuring the confidentiality and security of data.

What data do we collect?

• 1. Personal data: first name, last name, contact information (phone number, email).
• 2. Technical data: IP address, device type, browser, visit time.
• 3. Data about actions on the website/app (e.g., order history, preferences).