Complaints and Participation Channel

Your voice is important to us. We have secure and confidential channels to report any situation that affects your rights.
We guarantee an agile, responsible and transparent service through our PQRSDF management system, ensuring an environment of respect and trust.

What is a PQRSDF?

These are the different types of requests that any person can make to our company:
Petition: Request for information or service.
Complaint: Dissatisfaction with the service received without demanding a solution.
Claim: Dissatisfaction that requires a response or solution.
Suggestion: Proposal to improve our services.
Complaint: Report of a possible irregularity or non-compliance.
Congratulations: Expression of satisfaction with our service.

How to submit a PQRSDF?

You can send us your request through the following channels:
📧 E-mail: teescuchamos@rymel.com.co or lineaetica@rymel.com.co
📞 Phone: (+57) 604 444 04 30 ext.
🏢 Physical offices: Autopista Norte Paraje el Noral Copacabana -Antioquia - Colombia (Mailbox)

Response times

We strive to respond to all requests in the shortest possible time. The times vary according to the type of request,
complying with the regulatory deadlines and guaranteeing adequate attention.

Monitoring and continuous improvement

All PQRSDF are registered and managed by our specialized team. In addition, we use this information to improve our processes
and offer you a better service.