A process that ensures rigor and quality
As part of our commitment to service quality and customer satisfaction, we have a structured internal process for handling complaints.
All complaints received are carefully and systematically reviewed to ensure an appropriate, timely, fair, impartial, and transparent response. The process allows us to identify the source of the reported situations, evaluate each case, and, whenever necessary, implement corrective and improvement measures.
In the diagram below, we present in a simple and clear way the main steps we follow internally, from receiving and logging the complaint to its analysis, resolution, and closure.
