What is the Ombudsman’s scope of action?

Sonae Ombudsman provides Clients, Employees and Suppliers with an easily accessible form of contact, through which they can send compliments, suggestions, information requests and complaints, with the guarantee of an impartial and individualized response, where each contribution is recognized as an opportunity for continuous improvement of the service provided.
Ombudsman Office
Since 1997, Sonae Ombudsman is a privileged contact channel for Sonae and its companies with Clients, Employees and Suppliers, collecting compliments, suggestions, information requests and complaints.
We are committed to replying quickly and effectively to requests addressed to us.
Sonae Ombudsman complements each company’s own communication channels, and these must always be the first choice for sending requests.
The Ombudsman’s role is performed according to Trust and Integrity principles, supported by the following guidelines:

1) Independence and Impartiality: we analyse all requests presented to us with independence, not taking any sides in advance;

2) Equity: we are committed to considering all situations with impartiality and equity;

3) Legality: under circumstances that so demand, we will consider all necessary legal requirements so that their resolution complies with current law.
Our scope of action encompasses all countries where Sonae operates:
We reserve the right not to reply to situations that do not match our scope of action and mission. Furthermore, we do not interact with interlocutors who clearly reveal bad intentions, present inappropriate contents, or make anonymous accusations with insufficient grounds for the performance of our duty.
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