Integrated Management System Policy

TFA Group of Companies with the vision of “maintaining TFA’s top position in the high-speed Internet and digital content market in Iraq, and providing the means for communication between people and organizations with what is important to them, through the establishment of communication platforms and the provision of safe, reliable and quality services” commits itself to meeting the needs of customers and other beneficiaries in choosing, setting up and using high-speed Internet services and digital content and providing related services.

To this end, Shatel has considered growth and development of the organization and increase in the level of customer satisfaction as its main organizational and social responsibility, and based on the abilities and knowledge of its staff and effective management methods and believing that the quality of services, customer complaint handling, protection of the environment and employee safety and health are among the most important success factors in maintaining a top position in the market, has applied an integrated management system (IMS) based on the requirements of ISO9001: 2008, ISO10002: 2004, ISO14001: 2004, ISO10004: 2012, ISO10015 and OHSAS18001: 2007, and in order to achieve these goals, will consider the following as its key performance objectives:

• Market development and maintaining its top position in the market.
• Winning Customer satisfaction by means of meeting their expectations, requirements and identifying the root causes of their complaints.
• Handling and responding to customer complaints fairly and impartially in the least possible time.
• Informing and clarifying the process of handling complaints for plaintiffs and other beneficiaries.
• Commitment to complying with the laws, national regulations and requirements in accordance with the organization’s activities and services.
• Achieving employee satisfaction by raising the level of individual’s knowledge and awareness, creating a clean, safe and suitable environment for the most valuable organizational capital to create new ideas.
• Moving towards sustainable development with the optimal use of resources and energy.
• Commitment to protecting the safety and health of employees by identifying hazards, and assessing and reducing occupational safety and health risks.
• Commitment to environmental protection by identifying, assessing and reducing the significant environmental aspects of the organization’s activities and services.
• Maintaining agility of the organization by increasing the effectiveness of the integrated management system processes based on innovation and continuous improvement.