Customer service

They are the Requests, Complaints, Claims, Suggestions and Congratulations that users share with us verbally or in writing, through our contact channels.

• Application: These are queries regarding the programs and services of the Compensation Fund.
• Complaint: Manifestations related to the care provided by one of our collaborators.
• claim: Statements or disagreements about the processes or breaches on our part.
• Suggestion: Expectations or improvements that you suggest of our programs and services.
• Positive comment: They are the expressions and comments that exalt our work.

1. Define the channel of your choice for filing your statement (by phone, mail, in person or virtual).
2. Provide your contact information and be very descriptive with your request, complaint, claim or compliment, this will allow us to provide a pertinent and complete response. If you require it, you can attach documents that support your request.
3. Subsequently, a notification will arrive to your email with the filing number (Ticket No.) for your follow-up.
4. You can track the status of your request through our App
5. Comfenalco Valle Delagente, ask our Diligent Virtual Advisor or click here. Comfenalco Valle Delagente reviews your case and responds to your request via email or physical.
6. We will validate your satisfaction with the response through a satisfaction survey.

For Comfenalco Valle Delagente, the relationship with its stakeholders is essential to foster a culture of service through close and lasting relationships that allow us to continue being pertinent, relevant, decisive and necessary for the well-being of Valle del Caucan families. Listening to the voice of our clients through requests, complaints, claims and suggestions is essential to improve the provision of our services by having various face-to-face and virtual service channels, such as: telephone channel, Diligent virtual advisor, social networks, email, suggestion boxes, web portal and face-to-face service points.

The management of requests is framed in the following aspects:

At Comfenalco Valle Delagente, all PQRSF must be registered through the CRM C4C technological tool, from where responses are managed in order of arrival and priority, making it easier for us to monitor and control them. Attention to vulnerable groups and people in a situation of disability, defenselessness or manifest weakness is prioritized in the provision of face-to-face services. At the corporate level, the guidelines are established to respond to the PQRSF, with the areas being responsible for providing substantive, pertinent responses in accordance with the requirements of the users, complying with the response times established by the Family Compensation Fund. Comfenalco Valle delagente has a compensation policy for cases that require prior analysis. The Customer Service area submits periodic reports to senior management so that the main administration of the Corporation can verify the PQRS process and identify and decide on its improvements. The reports are fed back in a timely manner to the different areas that participate in the PQRSF process on the impact on the indicators of relevance, opportunity and satisfaction.