About this page
Learn about the channels and procedure established by MADEPAL S.A.S. to receive, manage, and respond to complaints and claims.
Version 1.1 | Last updated: August 4, 2026
This Complaints and Claims Policy of MADEPAL S.A.S. establishes the guidelines to ensure efficient, transparent, and timely attention to our customers and other interested parties.
1. Purpose
To establish the guidelines for receiving, managing, and resolving complaints and claims related to the products and services offered by MADEPAL S.A.S., ensuring fair, timely, and effective handling.
2. Scope
This policy applies to customers, suppliers, and other interested parties wishing to submit a complaint or claim related to MADEPAL S.A.S. products or services, as well as to the employees responsible for their management and resolution.
3. Definitions
- Complaint: An expression of dissatisfaction submitted by a customer or user regarding the attention or service received.
- Claim: A request submitted by a customer or user to correct a situation they consider improper or a failure to comply with what was offered.
4. Submission Channels
MADEPAL S.A.S. provides the following channels for submitting complaints and claims:
- Email: [email protected]
- WhatsApp: +57 316 131 0000
- Contact Page: form available on this website.
- In person: Cra. 4 # 2-02, Palmaseca, Cali-Palmira highway, 763537, Valle del Cauca, Colombia.
5. Procedure for Managing Complaints and Claims
- Receipt: The complaint or claim will be registered in our system and assigned a reference number for follow-up.
- Evaluation: The request will be reviewed and the information provided will be verified.
- Investigation: The necessary actions will be taken to clarify and resolve the situation, including consultation with the relevant departments.
- Response: MADEPAL S.A.S. will provide a response within a maximum of fifteen (15) business days, indicating the solution adopted or the current status of the process.
- Follow-up and Closure: The effectiveness of the implemented solution will be verified before the case is closed.
6. Guiding Principles
- Transparency: Provide clear and accessible information regarding the status of complaints and claims.
- Efficiency: Manage complaints and claims as promptly as possible.
- Impartiality: Evaluate each case fairly and objectively.
- Confidentiality: Protect personal data and information provided by users.
7. Responsibility
MADEPAL S.A.S. employees are responsible for ensuring compliance with this policy, providing appropriate attention, and contributing to the continuous improvement of complaint and claim management.
8. Final Provisions
This policy enters into effect on August 4, 2026, and will be reviewed periodically to ensure its effectiveness and continued compliance with applicable regulations in Colombia.
To submit a complaint or claim, request information, or make any other communication, you may use the Contact Page or any of the channels listed above.
