Fraternidad-Muprespa receives quality and environmental management and complaint handling certificates from Aenor
The delivery took place in Madrid's Plaza de Cánovas del Castillo, the headquarters of the Mutual Fund that collaborates with Social Security, in an event that was attended by AENOR, its director in Madrid,Enrique Megia, of the Secretary General of the Mutual Fund,Antero Fdez. de la Mela, the Deputy Director General of Prevention, Quality and Communication,Natalia Fdez. Laviada, the director of the Mutual Member Ombudsman Department,Marta Carabanchel, and the Director of the Quality and Environment Department,Elena Iglesias.
These are the UNE-EN ISO 9001 and 14001 certificates, which the Mutual Fund has had since 2013, when they were created, and 10002, obtained for the first time in 2018.
Quality and Environment Certificates
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The first certification refers to quality management systems for the administrative management activities of services associated with the coverage of professional contingencies and common contingencies of the associated patient.
UNE-EN ISO 14001:2015, the environmental standard par excellence, has become the central axis of environmental management and one of the essential tools for integrating the environment into the overall management of the entity. It positions the entity as socially responsible, positively reinforcing its image among clients, suppliers and society in general.
Complaints and claims handling certificate
In 2018, the Mutual Fund obtained the UNE-ISO 10002 certificate for the Treatment of Complaints and Claims from AENOR for the first time, being the first Mutual Fund to obtain it. It now obtains its renewal, which accredits the establishment of guidelines to implement a complaints and claims management system, committed to continuous improvement and customer satisfaction, a reality closely linked to the creation, in 2011, of the figure of the Mutual Member Ombudsman to attend to and respond in the best possible way to complaints and claims.
