POLICY FOR ATTENTION AND SETTLEMENT OF PETITIONS, COMPLAINTS AND CLAIMS BIOQUIRAMA
This document aims at defining aspects Bioquirama develop in order to address the complaints and claims of customers
GENERAL INFORMATION ABOUT THE PROCEDURE FOR THE CARE AND SETTLEMENT OF COMPLAINTS AND CLAIMS IN BIOQUIRAMA.
Implement a procedure enabling customers Bioquirama their grievances, complaints, suggestions, information and concerns in order to achieve full compliance with the institutional mission.
Have monitoring mechanisms that establish the causes of complaints, claims, suggestions, information and concerns with the aim of promoting actions to improve its processes..
Reception, distribution, efficient and effective control and proper care and comprehensive settlement of complaints, claims and suggestions made by internal and external customers that meets their needs and feed back system improvement.
Information and transparency: Willingness to provide clear, timely and reliable information on different topics that are of interest to the user and the competence of our organization.
Generate Query option: Create mechanisms to facilitate generation.
dynamic information aimed at addressing the different concerns that the user may have in relation to the quality and presentation of our products; inside it has implemented the website to which they can turn.
Kindness: Bioquirama officials, offer a friendly and diligent treatment. The service will be provided on equal terms to all those who request it , according to your needs.
Feedback and action: If the information is not generated explanations will be offered appropriately and necessary corrections will be sought.
Efficiency and effectiveness: information should be delivered promptly after that complaints and grievances are addressed.
Office administrative assistance is the agency responsible for receiving, processing and address complaints, complaints, suggestions, information and concerns that customers formulate.
4.1. Features (the) administrative assistant
Indicate the procedure for the settlement of grievances, complaints, suggestions, information and concerns of patients.
Serve as liaison with other units Bioquirama in order to ensure timely and efficient user attention.
Address and transfer complaints, complaints, suggestions, information and concerns customers formulate the legal representative.
Prepare the quarterly report related to complaints and claims to present the legal represnentante.
Promote and publicize the actions of its competence related to the procedure for handling complaints and claims.
To monitor the processing of complaints and claims.
Answer inquiries and concerns arising in the User Information Point.
4.2. Requirements for making complaints, claims, suggestions, information and concerns.
Complaints, complaints, suggestions, information and concerns may be submitted by any person verbally or in writing and shall contain:
Personal data applicant full name, identity card , address and telephone number.
The subject of the complaint, complaint, suggestion, information and concerns duly substantiated..
The list of documents accompanying if provided.
If the grievance, complaint, suggestion, information and concerns affecting third parties must indicate the place where they can cite or disown the statement.
4.3. Receiving complaints, complaints, suggestions, information and concerns.
Bioquirama resolve complaints, claims, suggestions, information and concerns are given in writing (email or letter), verbal or telephone The (the) administrative assistant will receive complaints, complaints, suggestions, information and concerns through the phone (4 ) 5628439, web page www.bioquirama.com or directly in the office.
The term for resolving complaints, complaints, suggestions, information and concerns will be five (5) business days required to transfer the complaint to the appropriate agency and fifteen (15) working days from the day following the date of receipt . When it is not possible to resolve the petition within that term, it will inform the interested party in writing, stating the reasons for the delay and indicating the date that has been set for that dependence against which is directed the complaint, complaint, suggestion, information and concern responds to it.
Implement, update and disclose the procedure for complaints and claims.
Receive complaints and claims of users and solution for transfer.
Develop quarterly report to present to the legal representative
Follow up complaints and claims
Annex 1: Format link of complaints and claims Bioquirama website (see www.bioquirama.com )
Annex 2: Format for receiving and tracking complaints, claims, concerns.
5. MONITORING, CONTROL AND EVALUATION OF COMPLAINTS AND CLAIMS PROCESSED IN BIOQUIRAMA
The legal representative will be in charge of tracking, monitoring and evaluation of the actions or solutions given in the product dependencies of the complaint, claim or suggestion. You must submit periodic reports on complaints, claims, suggestions, and concerns information requested by customers and that were not resolved within the stipulated terms.