PROCEDURE

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.