We're here for you
Complaints channel
Rio Verde Reporting Channel
Customer service is the essence of the ombudsman's office. It is through it that we carry out the important work of facilitating dialog between citizens and Rio Verde. The legitimacy of the ombudsman's role comes about when the ombudsman effectively exercises his real function as the citizen's representative, welcoming the citizen with due respect, with quality service, encouraging transparency and participation, in the quest to improve our services.
The Rio Verde Ombudsman's Service Manual offers practical guidelines for serving employees, customers and suppliers.
The mission of the Ombudsman's Office is to permanently welcome citizens, recognizing them as individuals, as full subjects of rights. This mission is crucial for the Ombudsman's Office to focus on the process of dialogue between citizens and the organization they represent, ensuring that their complaints can effectively contribute to improving the quality of the services provided, as well as improving management.
"Listening, attending, correcting and preventing"
The main objective of an ombudsman's office is to bring Rio Verde closer to its customers and employees, so that both realize the importance of a claim and direct access to information. This closer relationship strengthens the exercise of citizenship and promotes the continuous improvement of the services provided by the company.
Welcoming - The act or effect of welcoming; receptivity; hospitality; consideration. We can say that, in the ombudsman's office, welcoming is an ethical posture; it is the commitment to welcome citizens, recognize their role, listen to them actively, understand their requests and provide appropriate responses to their needs. Welcoming requires openness to others, interest in their story, empathy.
Ethics - Ethics are built by a society based on a set of moral, historical and cultural values to guide human conduct, balance and the proper social functioning of the group. In this sense, it is related to the feeling of social justice.
Effectiveness - Possibility of producing a real effect; ability to produce the intended results, valuing the quality of the service, ensuring the fulfillment of the mission and the excellence of the institutional image.
Commitment - Agreement; engagement; pact; mutual promise. Commitment to fulfilling a responsibility.
Reliability - Credibility; fidelity; characteristic of someone who gains the trust of another person. Ability to carry out ombudsman actions in routine or unexpected circumstances, maintaining the quality of the results and giving citizens a feeling of trust.
Transparency - Clarity; smoothness. Clear disclosure of the Ombudsman's actions and results
5.1 Service channels
Rio Verde offers three forms of service, in order to meet the diverse needs and profiles of citizens who seek the ombudsman service, who may prefer practical and personal service by telephone, or more welcoming contact in person, or even the convenience and agility that e-mail provides.
There is also an alternative and complementary service channel to the ones already mentioned, which is made possible by folders that are made available at construction sites near the headquarters and at the company's own headquarters.
I. Telephone answering service
The official telephone answering service is Canal Libre on 08007615770 The opening hours are: Monday to Friday - 9 a.m. to 5 p.m.
Exclusive for ombudsman matters.
Toll-free for landlines and mobiles.
II. Service via e-mail
This channel is open to citizens, who can register their complaints any day of the week and at any time.
Access is via e-mail: canal.livre@rioverde.com.br
III. Face-to-face service
An important channel for contacting and welcoming citizens, face-to-face services are usually sought in situations of more complex demands, more conservative citizens or depending on the ease of access to the ombudsman's office.
They are not ombudsman service channels
Social networks
6.1 Stages of Assistance
Considering that assistance is a process, here are the stages with specific guidelines for each one:
I. Manifestation
II. Registration
III. Response
Regardless of the channel of entry (telephone, internet or face-to-face), the process and stages of service are the same.
I. Manifestation - You can choose to make an anonymous manifestation or you can identify yourself. Communication is secure and, if desired, anonymous for conduct that is considered unethical or that violates ethical principles and standards of conduct and/or current legislation.
The identified option is intended for cases in which the complainant is willing to be contacted to clarify possible doubts and to receive feedback.
Complaints will be received ensuring absolute confidentiality and the appropriate treatment of each complaint, without conflicts of interest.
The truthfulness of the information provided is the responsibility of the complainant. All information will be verified during the investigation process, and the resulting actions will be taken at Rio Verde's discretion.
II. Registration - All registered information will be treated confidentially. The purpose of collecting this information is to investigate possible unethical conduct or conduct that violates ethical principles and standards of conduct. All reports are stored for an indefinite period in order to carry out the investigation process and decide on the case, in compliance with specific legal requirements. Any personal data provided will be treated in accordance with the rules established by the law in force regarding the protection of personal data and will be followed during the investigation of registered complaints.
III. Response - Returns for identified records will be made within 7 working days, if a longer period is required, we will contact you for positioning.
We would like to remind you that this is a secure and reliable channel, and that identification is very important, as it helps us to investigate more effectively and monitor whether the response or action has been taken.