Before registering a PQRS in ZK SAS , you must be clear about the definition and response times, so that your request is successful and can be resolved in an appropriate manner.
DEFINITIONS
Requests: These are formal requests in which clients ask ZK SAS to do something or take action on a specific matter.
Complaints: They represent manifestations of dissatisfaction on the part of clients regarding the actions of ZK SAS or its staff.
Complaints: These are communications in which customers express their dissatisfaction with a product or service purchased from ZK SAS.
Suggestions: These refer to proposals that clients make to improve the services provided or products offered at ZK SAS.
RESPONSE TIMES
Requests: Requests must be responded to within a maximum period of fifteen (15) business days, counted from the date of receipt.
Complaints: Complaints must be responded to within a maximum period of fifteen (15) business days.
Claims: Claims must also receive a response within a maximum period of fifteen (15) business days.
Suggestions: Suggestions must be responded to within a maximum period of fifteen (15) business days.
REGISTRATION OF A PQRS
To register a PQRS in ZK SAS , you must send an email attaching as much evidence as possible to pqrs@zk.com.co with the following structure:
For the Subject, Request Type and Description fields, take into account.
Subject: In this field you must describe the request in a short sentence. Example: Billing error.
Type of request: This field indicates whether it is a request, complaint, claim or suggestion.
Description: The PQRS must be described in as much detail as possible, accompanied by attachments that evidence or complement it.
Legal person
Affair:
Contact full name:
Company:
Night:
Address:
City:
Contact number:
E-mail:
Type of request:
Description:
Natural person
Affair:
Full name:
Document type:
Document number:
Address:
City:
Contact number:
E-mail:
Type of request:
Description:
EXAMPLE OF REQUEST
Subject: Billing error.
Full name: Pepito Perez.
Type of document: CC or citizenship card.
Document number : 123456789
Address: Calle 1200 # 700 - 90 Int 1050 Apt 7985
Bogota City .
Contact number: 987654321
E-mail: micorreo@correo.com.co
Request type: Petition.
Description: The VAT value is not correct. invoice No FAC 10236
