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Jerónimo Martins Customer Ombudsman

The mission of the Jerónimo Martins Customer Ombudsman is to represent and defend the rights of the consumers and customers of the Group’s Companies. Its action is based on four pillars: impartiality, neutrality, independence and confidentiality.

The Customer Ombudsman plays a proactive role in identifying risk situations and opportunities for the operational improvements of the Jerónimo Martins Companies in what concerns its relationship with its customers, monitoring the Group's commitments and promoting internal debate about customer rights and expectations at the same time.

It is, therefore, the ultimate and appropriate channel for solving complex and structural issues that haven't found a solution through the usual channels, such as the stores or Customer Services.

In 2016, we maintained the management model, focused on quality and speed of communication with the customer, as well as on internal liaison and intervention with the different Departments of the Group's Companies, by promoting and developing internal discussion forums.

Communication models have remained focused on the proximity to the customers, thereby contributing towards greater trust between the Group and these stakeholders.


Mandatory requirements for establishing contact with the Customer Ombudsman.

All situations submitted for consideration by the Customer Ombudsman must be presented in a clear and detailed way and must provide all the information regarding the means available for answering or obtaining additional clarifications.

The Customer Ombudsman has the right to forward to the traditional service channels available at the Group Companies (Customer Support Services) reported events that haven't previously been evaluated and answered by these channels, , considering the severity level of the event.

In addition, it also reserves the right to not respond or to interact with interlocutors who clearly reveal bad faith, expose inappropriate content or report anonymous complaints whose grounds are manifestly insufficient for consideration.

For reporting situations of a different type that aren't related with the scope and mission of the Customer Ombudsman, we recommend consulting the corporate website to find the appropriate contacts for different typologies of request.


To find out more, see Related Content.

Page updated:8,of May of 2017