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A ouvidoria é um canal de comunicação imparcial e independente que funciona como uma ponte entre a empresa e todo seu publico de relacionamento. É um serviço aberto a todos no propósito de escutar suas reivindicações, denúncias, sugestões, reclamações e também elogios, embora sejam mais comumente utilizados para reclamações e reivindicações. A ouvidoria atua na defesa de todos assegurando a estrita observância e aplicação das Normas Legais e Regulamentares, mediando os conflitos, prevenindo e solucionando as solicitações de todos os envolvidos.

A criação de uma ouvidoria, seja ela um canal dentro de uma empresa pública ou privada, vem antes de tudo preencher um espaço cada vez mais ampliado com relação ao direito das pessoas.

A ouvidoria tem um papel muito importante para a FEST, afinal, é através dela que será possível identificar se o seu padrão de relacionamento, procedimento e atendimento está sendo adequado e replicado para todos os envolvidos.

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