Complaints Handling Policy

GEP management is committed to implementing and continuously improving the handling of complaints and to demonstrate to stakeholders its determination to serve their needs.

GEP manages all customer and stakeholder complaints with transparency, impartiality, immediacy and confidentiality. The company is also committed to:

Ensure that its complaints handling policy is visible, understandable and accessible to all stakeholders
Observe the applicable national and EU legislation, while respecting its commitments to the protection of personal data
Develop and implement a comprehensive complaints management strategy, encouraging open dialogue
Promote a culture of recognizing the value of complaints, and encouraging staff to treat complaints as opportunities for improvement
Set and monitor realistic targets for the resolution of complaints, as well as the continuous improvement of the system
Ensure adequate resources for the effective handling of complaints, by continuously training the staff involved.
Implement a comprehensive complaint monitoring and handling system, in accordance with ISO 10002

GEP provides all interested parties and customers with free complaint submission channels, under one of the following options: