Quality in customer service ensures certification of EDP distributors
Ombudsman and Customer Services of the group's concessionaires in Espírito Santo and São Paulo promote ISO 9001 quality principles
Operational excellence in customer service in the areas of EDP concessionaires in Espírito Santo and São Paulo has just granted the Group another ISO 9001 certification, which certifies international quality management systems for the Ombudsman and Auditing of the Quality of Telephone Services.
"The accomplishment of new certifications, mainly those related to customer service, reflects the EDP commitment not only to the distribution of energy, but also to consumer satisfaction, making this relationship even more positive", says the Vice President of Operations and Distribution, Michel Itkes.
Together, the two EDP distributors serve more than 3 million consumer units, in 90% of Espírito Santo territory and in 28 municipalities (regions of Alto do Tietê, Vale do Paraíba and the North Coast).
The certifications were granted by Bureau Veritas Certification after an external audit carried out in September, in which the levels of services provided, including the proposed solutions for inquiries, such as requests, concerns, debit negotiations, complaints, among others, were considered.
In addition to ISO 9001 in Ombudsman Services and Collection and Verification of Telephone Service Quality, distributors maintained five other certifications:
Complaints Handling (ISO 9001 and ISO 10002);
Collection and Verification of Commercial Standards;
Technical Evaluation of Measuring Equipment (Measurement Laboratories);
Collection and Verification of Continuity Indicators;
Energy Efficiency Programs.
The maintenance is the result of management system assessments by external audits (semi-annual or annual) during the term of the quality certificate (3 years).
