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Article 1 - Functions and Duties

  1. The main function of the Client's Ombudsman is to defend the rights, guarantees and legitimate interests of the Customers of Pingo Doce and Feira Nova.
  2. The Client's Ombudsman is a structured and independent organisation.
  3. The Client's Ombudsman shall:
    1. Receive and assess the complaints and suggestions of Customers, issuing an opinion;
    2. Whenever necessary or pertinent meet with Customers, receiving them for this purpose.

Article 2 - Powers and Intervention Constraints

  1. In order to execute its functions, the Client's Ombudsman shall:
    1. Contact the different Departments of the Companies, listening to their managers and staff, and request all the information needed which should be delivered within a maximum of 48 hours.
    2. Draw up recommendations to be addressed to the Executive Committees of the Companies, aimed at solving situations that do not safeguard the Customers' interests and rights, or which affect the quality and efficiency of the services provided.
  2. The Client's Ombudsman has powers to make decisions, apart from when the decision has disciplinary or structural implications or involves indemnity, in which case such decisions are subject to ratification from the respective Executive Committee.

Article 3 - Right of Complaint

  1. The Client's Ombudsman's activity is borne by the Companies.
  2. The Customers may make any kind of complaint to the Client's Ombudsman or the Customer Care Service, and the Ombudsman may request collaboration from the Customer Care Service whenever deemed necessary.
  3. The Customer Care Service must keep the Client's Ombudsman informed about all unresolved issues and take into account the Ombudsman's opinion on these issues.
  4. All communications addressed to the Client's Ombudsman shall be sent to provedoria@jeronimo-martins.pt

Article 4 - Response to the Customer

  1. The Client's Ombudsman, apart from exceptional duly justified cases, shall respond to Customers within a maximum of fifteen working days of receiving a communication from them, keeping them informed about the measures taken, notwithstanding the decisions that must be taken by the Companies.
  2. All the responses sent by the Client's Ombudsman shall be reported to the head of the Customer Care Service if the service is related to the complaints.

Article 5 - Reports

The Client's Ombudsman shall write a quarterly report addressed to the Executive Committees of the Companies and of Jerónimo Martins, SGPS, SA, which summarises the complaints received and the initiatives taken, as well as the results obtained, in addition to other considerations that the Ombudsman deems pertinent.