Customer Complaints Handling Policy

 

Miracema-Nuodex Indústria Química Ltda., located in the city of Campinas, is a manufacturer of intermediate industrial chemical additives used as raw material by other companies in various segments in the composition of their products.

Specifically as a final product, used without transformation by customers, it manufactures the line of Foam Generating Liquids (LGE), a line certified by ABNT in accordance with Technical Standard ABNT NBR 15.511.

Miracema-Nuodex recognizes that its customers' complaints offer opportunities for improvements in its products and services, committing itself in its Policy to maintain a system that:

  • Values and effectively deals with complaints presented by its customers;
  • Knows and undertakes to comply with and be subject to the penalties provided for in laws, specifically in Law 8,078/1990;
  • Critically analyzes the results, as well as takes appropriate measures, based on the complaints received;
  • Defines responsibilities regarding the handling of complaints, designating the Quality System Manager and his team to coordinate the proper handling of complaints;
  • Responds to the complainant, within internally established deadlines, on the progress of the complaint processing, which is monitored through a quality note number;
  • Respond to any complaint/report sent by ABNT within 15 (fifteen) calendar days.

To ensure effective handling of complaints, it maintains a training program for personnel involved in activities – commercial, technical and management areas, containing the following topics:

  • Understanding Law 8,078 of September 11, 1990, which provides for consumer protection – specifically for the Foam Generating Liquids (LGE) line. Consult the link http://www.planalto.gov.br/ccivil_03/leis/l8078.htm ;
  • Complaints handling policy;
  • Procedure for handling complaints.

 The communication channels available for the customer to formalize the complaint are:

  • Website: miracema-nuodex.com.br through the “Contact” tab, select “Sales”;
  • Business telephone (19) 3728-1000;
  • Commercial area: internal sales and sales representatives.

 

Rev. 03, September 2023