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> The Client's Ombudsman
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The main function of the Client's Ombudsman is to defend and promote the rights, guarantees and legitimate interests of the Customers, ensuring that there is an efficient communication channel between Pingo Doce and Feira Nova and their Customers. The Client's Ombudsman is fully independent in exercising its activity, and is supported by a team of specialists. Pingo Doce and Feira Nova continue to run a Customer Care Service to deal with suggestions, ideas, requests for information and complaints, which is completely separate to the Client's Ombudsman. The Client's Ombudsman represents the Customers within the Companies, guaranteeing that their "voice" is always heard and taken into consideration, and that their interests are looked after. Complaints and issues put forward by Customers are dealt with by Pingo Doce and Feira Nova through their Customer Care Services, to which the Client's Ombudsman will channel questions directly presented to it, possibly also adding its opinion. The Client's Ombudsman is not restricted to analysis and providing opinions concerning complaints, and is open to receive all relevant issues put to it by Customers. As such, the Client's Ombudsman can encourage initiatives that contribute towards improving the service provided to Customers. |