Ferrovial - Annual Report 2012

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Quality-related complaints

All the businesses have internal procedures in place which establish the methodology for detecting, identifying, recording and monitoring complaints made by customers about products or services. When a complaint is received through the complaint forms or by post, e-mail, verbally, etc., a file is opened explaining the complainant’s data, the reason for the complaint, and the actions needed for its resolution. Subsequently they are analyzed and improvement actions are established.

The Quality & Environment Department of Ferrovial handles any complaint that has not been satisfactorily resolved by the business areas, and which the client has channeled through Ferrovial requesting a solution.

In 2012, only one maintenance complaint was received, and it was closed within one week. Over the years the number of complaints have fallen because the complaints are now resolved within the businesses and because of the steady fall in real-estate development business, which a focus of complaints.

In 2012, the Ferrovial companies overall received a total of 8,960 complaints from clients and users. Of these, 98.5% were closed within the year.

Complaints in the Construction division can be broken down as follows: 75% in residential construction, 14% in commercial construction and 11% in civil works.

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This is an electronic version of the 2012 Annual Report prepared by Ferrovial, S.A. for its stakeholders, which aims to be complete and accurate. The contents of this version can be checked by referring to the print version. A copy of the print version in PDF format is available to download on this web page