Fraternidad-Muprespa receives the AENOR certificate for handling complaints and claims ISO 10002
Fraternidad-Muprespa, Mutual Collaborator with Social Security, has received the AENOR Complaints and Claims Treatment certificate. This seal certifies that an organization complies with the UNE-ISO 10002 Standard. It is a certificate that recognizes continuous improvement, aimed at customer satisfaction, since it allows organizations to develop actions to anticipate problems and thus address possible reasons for complaints.
Manuel Romero, Director of Intelligence and Market Surveillance at AENOR, has delivered the certificate to Carlos Aranda, Managing Director of Fraternidad-Muprespa, at the Mutua's headquarters in Madrid. Also present, on behalf of Fraternidad-Muprespa,Natalia Fdez. Laviada, Deputy Director General of Prevention, Quality and Communication,Marta Carabanchel, director of the Mutual Member Ombudsman Department and Elena Iglesias, director of the Department of Quality and Environment.
Carlos Aranda highlighted that "this certificate is special for This certification is important, since it shows that our processes adjust to their demanding requirements.”
For his part, Romero has highlighted that “this is a standard aimed at customer satisfaction” using as an example the effective Fraternidad-Muprespa complaints collection system, created in 2011.
The AENOR ISO 10002 certificate guarantees that users or clients of an organization can communicate a complaint or claim about its products or services, and are informed at all times of the status of their claim, receiving, in all cases, a coherent response within an established period. If, even so, the person who filed the claim is not satisfied, they will be indicated other possible channels through which they can also channel their complaint.
This AENOR certification joins those previously received by Fraternidad-Muprespa. Specifically, the Quality Management system certificates (UNE-EN ISO 9001:2015 standard), the ISO 14001:2015 Environmental Management System, the verified Carbon Footprint-ISO 14064-1:2006, and the Information Security Management System (ISMS) according to the UNE-ISO/IEC 27001:2014 standard.
