SUEZ Spain’s Customer Counsel joins the European Day of Mediation
20 January 2017
SUEZ Spain’s Customer Counsel today joins in the celebration of the European Day of Mediation, which takes place every 21 January.
Since 2011, SUEZ Spain has had a Customer Counsel (customer ombudsman) which has promoted mediation as a tool to encourage dialogue, find spaces for understanding and achieve agreements when a situation of disagreement arises which is difficult to solve between clients and group companies, acting independently and objectively.
During 2016, the Customer Counsel mediated in 93% of the cases received. In the rest, a resolution was issued which is compulsory for the group companies but voluntary for the clients. The service has a high level of acceptance among the company’s clients. 94% stress that they would recommend it to solve a discrepancy with the company.
In recent years, mediation has been progressively used in many spheres of society as an effective tool to resolve conflicts between people or groups.
Mediation is a voluntary process in which the parties to the conflict agree to seek an alternative solution based on active listening and dialogue. For this process, they have the help of an independent third party (the mediator), whose role is focused on restoring trust between the parties and generating a new scenario which allows progress to be made in the construction of an acceptable solution for those involved. The achievement of a convenient agreement for the interested parties permits an improvement in their future relations since, among other aspects, the solution agreed on is the result of their participation in the process.