Complaints Management

Claims Managment

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The claims management policy that rules at RNA fits into a larger range of quality service and product that RNA is committed in offering to all of his Clients and partners, providing to the claimants a way user-friendly utilization/application and generator of effective answers, whereby everybody can express dissatisfaction, contributing to the continuous improvement of the quality service given by RNA.

RNA considers each claim as an opportunity to improve the service rendered to its clients. RNA has implemented a system of claims management, because is aware of the importance of each claim, as an opportunity to know what the Client values and to rectify what, for some reason, did not go well.

The key principles inherent to the claims management policy occur of fundamental values presents in the relationship between RNA and its Clients and Partners: innovation, customer focus and transparency.

Internally, is promoted n social culture based in the respect for the others and in the humility that is enough to validate the processes efficiency, the products quality and the intentions relevance, and the claim is a precious source of information and it also constitutes an opportunity to reinforce the relationship with the Client.

RNA ensures the equitable treatment, expeditious and clear of all presented claims, assured by an apt team, formed and with appropriated experience and also supported by claim management and monitoring system that value the person and the situation .

The guidelines inherent in this process aim the correct and fast treatment of the claims received by the different ways concerning different facts, existing an area that centers the claim reception and answer.

All the received claims are periodical analyzed with the goal of assure that the principles are being respected, the causes and origins are identify and that are considered in the operational activity of the company.

RNA puts at your disposal several means to submit a claim:

Name: Gestão de Reclamações RNA
Telephone: (+351) 707  201 182
Fax: (+351) 210 443 688
E-mail: geral@rna.com.pt
Adress: Alameda Fernão Lopes, 16, Piso 6, Miraflores
1495-190 Algés

In order to provide an appropriate treatment to all claims, RNA pleases to claims presented in writing or any other way that justifies a written register in our system. All data bellow should be exposed in a clear and evident way:

a) Full name of the claimant and, if applicable, the person that represents him;
b) Contacts of the claimant and, if applicable, the person that represents him;
c) Number of the identification document of the claimant. Number of the claimant identification document;
d) Description of the facts that originate the claim, with the identification of the intervenients and the date on which the facts happen;
e) Date and local;
f) Process number (if aplicable);
The reception of each claim is confirmed by letter or e-mail by our services
It is also guaranteed, under the legislation in force, the confidentiality of the personal data of the intervenients in the claim process.

RNA tenders to the constant improvement of procedures focusing in the full satisfaction of our Clients. In this sense, we ensure the response to all claims within a maximum of 20 days since its reception. If it is impossible to answer, due to particular or complex situations, RNA pledges to maintain the claimant informed of all diligences done to settle the claim.