PROCEDURE

How to report or make a query?

How to make the complaint or inquiry successful?

Stay in touch: having the ability to contact whoever complains or inquires is a key factor in the success of an investigation or in responding to a query. That is why it is important that you follow up on your complaint or query so that you will be able to know the progress of the process, respond to our concerns or expand the information. You can leave us a means of contact without having to reveal your identity.


Tell us all the details: the more information, the higher the chances of confirmation.
Keep these recommendations in mind:

  • Use channels such as the telephone line, Whatsapp or the EthicsGlobal chat, where you can interact with agents who will help you file your complaint
  • Give the full name and position of those involved, name the person or persons who have knowledge of the facts.
  • Describe the place and date where the events occurred.
  • If possible, get elements that can serve as evidence.
  • Write in detail how the events happened.

How can I follow up on a complaint or query that I have submitted?

sends the information to the corresponding Ethics Committee or Ethics Officer within a maximum of 24 hours after the complaint or query has been made. After receipt, the company has a maximum term of 30 business days, extendable for an equal period, to resolve the case.


How long will it take to resolve a complaint or query already made?

EthicsGlobal sends the information to the corresponding Ethics Committee or Ethics Officer within a maximum of 24 hours after the complaint or query has been made. After receipt, the company has a maximum term of 30 business days, extendable for an equal period, to resolve the case.


How does it work?

The receipt of complaints and inquiries is managed by EthicsGlobal, an external company totally independent from SURA AM, which is also a specialist in the matter; In this way, it seeks to guarantee the transparency and seriousness of ethical management and respect for the rights of informants.


We have various channels for receiving complaints or inquiries to the Ethics Line, all of which are managed by EthicsGlobal:

  1. Through this portal you can fill out a form in which all the information necessary to carry out the investigation will be requested.

  2. By phone, to the following lines:


    Argentina 0800-345-5478
    Brasil 800-8923-392
    Chile 0800-914-501
    Colombia 01-800-5189191
    El Salvador 2136-6543
    México 800-04-38422
    Panamá 836-5888
    Perú 0800-78424
    Dominican
    Republic
    200-9643
    Uruguay 000-416-205-6395


    In which you will be attended by an expert in attention to complaints and ethical queries from the EthicsGlobal company.

  3. You can also file your complaint or query by writing to the email sura@sistemaetico.com or through the Chat that you will find on this page.

  4. Through the EthicsGlobal App

    Download the app on Google Play or App Store

    Log in to the app, write the code or scan the QR code and answer the questions.




Whichever means you choose, complaints or inquiries will be treated confidentially and anonymity is guaranteed for those informants who require it.