Quality assurance policy

Since the year 2000 Polkomtel S.A. has had a system of management by quality which is continuously improved. Existence of the system is confirmed by an international ISO 9001:2008 certificate issued by Kema Quality B.V., a Dutch certification unit which is recognized world wide.

Most important customer care processes are constantly subjected to reviews and improvement in order to guarantee high customer satisfaction. The standards and techniques of friendly and competent customer care used by Polkomtel S.A. have been highly evaluated by auditors.

The ISO 9000:2008 norms mainly cover the system of management which has impact on the quality of delivered products and provided services. An ISO certificate is a guarantee of security, trust and reliable quality assurance and management system in a company, a system which is continuously improved to ensure that the quality of services is satisfactory and meets customer expectations and needs in the highest degree possible.

ISO is the International Standardization Organization which operates worldwide. Fulfillment by a company of ISO requirements, which are required for the needs of international business cooperation between Polkomtel S.A. and its partners, offers assurance that the Company's goals,  policy and management model enable provision of top level services.

Quality Assurance Policy

Our utmost goal is to ensure high customer satisfaction thanks to friendly and competent customer care which leads to constant growth of the Company's value.

We accomplish our goals through:

fast and professional activation of subscriber services as well as improvement of criteria and principles of provisioning these services in Plus network,

professional customer care which accounts for individual needs and expectations of customers,

restoring and maintaining customer satisfaction thanks to fast and effective process of reviewing complaints as well as thanks to individualized approach to problems,

taking preventive actions and detecting cases of unauthorized network usage as well as on-going monitoring of service usage and in-flow of receivables,

cooperation with other Divisions of the Company to eliminate the sources of lack of customer satisfaction, bring about reduction of the number of phone and written inquiries, including complaints,

provision of services which rely on leading technological solutions which are characterized by reliability and security,

using all forms of contact to create  lasting bonds with customers and to build a positive image of the Company on the market,

taking operational actions to make the services more attractive and to increase their usage by customers,

realization of actions which result from customer retention policy,

constant improvement of employees' skills and motivation of employees to demonstrate impeccable performance,

ensuring support tools as well as tools for monitoring the processes realized in individual organizational units of the Operations Division in order to accomplish the planned customer satisfaction levels,

striving to improve customer satisfaction and strengthen lasting relations.

Full realization of the Quality Assurance Policy is enabled by the ISO 9001:2008 management system which operates in the Operations Division as well as the management's commitment to respect all the arrangements in this area.
See the certificate