The Ombudsman is a direct communication channel whose mission is to act on behalf of clients who have already used all the Institution's other support channels and who were not satisfied with thesolution to the problem or the position presented.

The Ombudsman’s role does not replace the work of existing Support Services, acting as the last resort Channel for the clients to resolve their problems with the Institution.

In addition to acting as a “Representative” of the client, the Ombudsman of Renascença is committed to fostering continuous improvement regarding products, service provision and communication.

Therefore, the Ombudsman is also responsible for receiving, recording, analyzing and formally handling client complaints.

The deadline for the Ombudsman's conclusive response is ten (10) days, counting as of the receipt of the client’s complaint, making every effort to offer its clients an increasingly better service, according to their needs.
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The Renascença Ombudsman operates on week days, Monday to Friday, from 10:00 am to 5:00 pm.