Complaint Handling Process
Every complaint we receive follows a clear, documented procedure, from intake through resolution. This allows us to track each case promptly and keep the person involved informed at all times.
EPGC receives complaints by email, phone, in person, or through direct submission on the website. At this stage, the basic information of the person involved is collected: name, phone number, details of the complaint, date, etc.
EPGC sends an acknowledgment of receipt to the interested party, confirming that the complaint has been registered and will proceed to evaluation.
EPGC assigns a technical team that evaluates in detail whether the complaint is valid, based on the information provided by the interested party.
The analysis continues to determine the corrective actions to be taken.
The client is notified of the reason with a detailed explanation and is given the option to resubmit the complaint with new information.
The technical team carries out the necessary actions to resolve the submitted complaint and keeps the person involved informed throughout the process.
The interested party is notified of the outcome of the corrective actions that resolved the complaint, documenting its closure.
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