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Ferrovial - Integrated annual report 2013 / Customer service

Some business areas have formal customer communication channels integrated into their after-sales or customer service departments. This is the case of the waste management area, which has independent customer service structures at each facility. For public contracts, these service requirements are usually laid down in the customer’s bid specifications, while for private contracts each work center uses a switchboard to channel the inquiries to the most appropriate person.

Most of the toll road concessions have their own customer service departments. For example, Chicago Skyway, Autema, Ausol, Radial 4, Madrid-Levante, Cintra Chile and Eurolink all have customer service websites and help lines.

Ferrovial Servicios will receive and manage client breakdown notifications through its Call Center.

These departments are channels for ascertaining any opinions, doubts and/or complaints from users or customers.

When a close relationship exists with customers, as is the case of construction or water treatment, customers contact the person responsible for the contract directly.

The Ferrovial Quality & Environment Department has an e-mail address where clients can send their complaints, comments or questions (dca@ferrovial.es).