The Client Ombudsman is an entity purposed established by the Jerónimo Martins Group within the scope of its corporate social responsibility and sustainable development strategies.
This entity is attributed the mission of preserving and building
Client trust and satisfaction.
The Jerónimo Martins Client Ombudsman was established in
December 2005 for the universe of consumers visiting Group
supermarkets and hypermarkets, representing a pioneering initiative
in the Food Distribution sector in Portugal.
The Client's Ombudsman
The main function of the Client's Ombudsman is to defend and
promote the rights, guarantees and legitimate interests of the
Customers, ensuring that there is an efficient communication
channel between Pingo Doce and its Customers.
The Client's Ombudsman is fully independent in exercising its
activity, and is supported by a team of specialists. Pingo Doce
continues to run a Customer Care Service to deal with suggestions,
ideas, requests for information and complaints, which is completely
separate to the Client's Ombudsman.
The Client's Ombudsman represents the Customers within the Company,
guaranteeing that their "voice" is always heard and taken into
consideration, and that their interests are looked after.
Complaints and issues put forward by Customers are dealt with by
Pingo Doce through its Customer Care Services, to which the
Client's Ombudsman will channel questions directly presented to it,
possibly also adding its opinion.
The Client's Ombudsman is not restricted to analysis and
providing opinions concerning complaints, and is open to receive
all relevant issues put to it by Customers. As such, the Client's
Ombudsman can encourage initiatives that contribute towards
improving the service provided to Customers.
Who is the Client's Ombudsman?
Margarida M. Ramalho - Jerónimo Martins Client Ombudsman
Graduating in Business Management from the Catholic University
of Portugal in 1990, she began her career at an American mass
consumer goods company before joining the Jerónimo Martins Group at
the end of 1995.
She has held, among others, the positions of Director of Pingo
Doce and Feira Nova Private Brands (1998-2000), Director of Food
and Frozen Food Sourcing (2001), Director of Retail and
Cash&Carry Private Brands in Portugal (2002-2003) and,
furthermore, Director of Development & Strategy at the Group
Holding Company (2004-2008).
In 2009, she accepted the Board's invitation to take up the
mandate of Jerónimo Martins Client Ombudsman for a three year term
Throughout her career, she has represented the Jerónimo Martins
Group at diverse national and international associations, including
the following selected highlights:
Delegate, since 2004, to the Business Council for Sustainable
Development - BCSD Portugal -, a member of the World Business Forum
for Sustainable Development.
Connection Member, since 2004, of the Business Association for
Innovation - COTEC Portugal -, part of the COTEC Europe
Representative, since 2010, to the Food Marketing Institute
Forum of Consumer Affairs, Nutrition and Sustainability.
Representative, since 2010, to the Eurocommerce Forum of
Consumer Affairs and Internal Market.
Margarida M. Ramalho holds well-founded knowledge on the
management of mass consumer markets and the food retail sector in
particular. She has also acquired in depth knowledge of the
Jerónimo Martins Group and organisation businesses, which
represents an important asset in the performance of her
Jerónimo Martins Client Ombudsman
Phone Number:808 209 920
(preferred channel for first contacts)
Address: Rua Actor António Silva, no. 7 1600-404 Lisbon
Questions should be submitted in as much detail as possible.
Furthermore, please provide a telephone number and the best time
for contact should it be necessary to obtain further clarification
Should you wish to contact us by email, where the contact is
successful, you will immediately receive a confirmation of delivery
Should you prefer to send a letter, please provide receipt of
notification and write clearly.
Finally, you may phone on working days between 10am and 6pm and
you will be attended personally whenever the Ombudsman line is not
otherwise occupied. When not possible, your call will be put
through to an automatic answering service where you can leave your
message and contact details.