PQRS Procedure

Our goal is to establish the channels, procedure, and response times for addressing Petitions, Complaints, Claims, Suggestions, and Compliments (PQRS, by its Spanish acronym) submitted by MOCÁN customers and users, ensuring timely, respectful, and traceable service.

1. Submission Channels

• Email: cacao@mocan.com.co

• WhatsApp / Phone: +57 3116563253

• Web Form: www.mocan.com.co/Contactanos

2. Minimum Request Requirements

To process the request, it must contain:

• Full name and contact information (email and/or phone number).

• Type of request (petition, complaint, claim, suggestion, or compliment).

• Order or invoice number, when applicable.

• A clear description of the facts and the request.

• Supporting evidence when relevant (photos, receipts/proof of purchase).

3. Procedure

1. Receipt and Filing: Every PQRS request is registered with a tracking number and date, and an acknowledgment of receipt is sent to the applicant.

2. Classification: The type of request and the responsible area (customer service, logistics, quality, or administration) are identified.

3. Analysis and Management: The relevant department evaluates the case, requests additional information if necessary, and formulates the response.

4. Response: The response is communicated to the applicant through their designated contact channel in a clear and reasoned manner.

5. Closure and Record-Keeping: The solution is documented, and case traceability is maintained.

4. Response Times

Type of Request: Maximum Response Time General Information

• Petition: 10 business days

• Complaint: 15 business days

• Claim: (product, warranty, delivery, billing)15 business days

• Personal Data Request — Inquiry: 10 business days (Law 1581)

• Personal Data Request — Claim: 15 business days (Law 1581)

• Suggestion / Compliment: 10 business days (acknowledgment & record)

When it is not possible to respond within the established timeframe, MOCÁN will inform the applicant of the reasons for the delay and the date by which the request will be addressed, within the additional periods permitted by law.

5. Escalation and Authoritie

If the applicant is not satisfied with the response, they may request a reconsideration of the case with MOCÁN administration. Notwithstanding the above, in matters of consumer protection, they may appeal to the Superintendency of Industry and Commerce (SIC), and in matters of personal data, to the Delegate for Personal Data Protection of the same entity.

6. Confidentiality and Personal Data

The information provided in a PQRS request is processed in accordance with MOCÁN's Privacy and Personal Data Processing Policy, solely to manage the request and improve customer service.

7. Customer Service Channels

Email: cacao@mocan.com.co WhatsApp / Phone: +57 3116563253. Web: www.mocan.com.co