RA Sonae 59.indd
RA Sonae 59.indd
RA Sonae 59.indd
You also want an ePaper? Increase the reach of your titles
YUMPU automatically turns print PDFs into web optimized ePapers that Google loves.
<strong>Sonae</strong> Group Ombudsman<br />
Via its website (www.sonae.pt), fax and mail, the <strong>Sonae</strong><br />
Group has always given staff and the general public<br />
direct access to the <strong>Sonae</strong> Group Ombudsman, who<br />
reports directly to the Chairman of the <strong>Sonae</strong> Group.<br />
This has proven to be an effective way of facilitating the<br />
reporting of complaints, which are followed up internally<br />
by a manager of the <strong>Sonae</strong> Holding Company to make<br />
sure that independence and freedom of opinion are<br />
guaranteed and that all issues are treated equally and<br />
fairly. In all our businesses, employees are encouraged<br />
to contribute suggestions and to openly communicate<br />
with management on any issues which may impair their<br />
responsibilities or may threaten their well being.<br />
The <strong>Sonae</strong> Ombudsman in 2006<br />
During 2006, 1.573 claims were received by the <strong>Sonae</strong> Group ombudsman.<br />
The average time to resolve a claim in 2006 was 34 days with a falling trend in all<br />
quarters to reach 22 days in the last quarter of the year. Considering the number of<br />
claims received and the complexity of the problems involved, this is a demonstration<br />
of the effort made by the services involved to improve turn around time.<br />
Claims still not resolved at year end 2006 (2% or 38 cases) relate to recent cases or<br />
those still in analysis.<br />
Almost all claims are related to customers (99% in 2006).
Change language