{"id":105218,"date":"2026-10-29T12:31:20","date_gmt":"2026-10-29T11:31:20","guid":{"rendered":"https:\/\/www.viafirma.com\/?page_id=105218"},"modified":"2026-10-29T12:43:57","modified_gmt":"2026-10-29T11:43:57","slug":"pqrs","status":"publish","type":"page","link":"https:\/\/www.viafirma.com\/es\/pqrs\/","title":{"rendered":"PQRS"},"content":{"rendered":"<div class=\"wpb-content-wrapper\" id=\"wpb-content-root\"><p>[vc_row gap=\u00bb0px\u00bb el_class=\u00bbvf_home_9&#8243;][vc_column width=\u00bb1\/2&#8243;][vc_column_text]<\/p>\n<h1 style=\"text-align: left;\">Procedimiento de Gesti\u00f3n de PQRS<\/h1>\n<p>Con el fin de un mejoramiento continuo, Viafirma crea la presente herramienta de comunicaci\u00f3n, en busca de conocer cu\u00e1les son las peticiones, quejas, reclamaciones y sugerencias que tienen sus clientes y partes interesadas respecto a la prestaci\u00f3n de sus servicios. Viafirma, de acuerdo a su procedimiento, se encarga de recibir, tramitar y resolver de manera \u00e1gil y oportuna cada solicitud, proporcionando un acceso sencillo al proceso correspondiente.<\/p>\n<p>Para asegurar la adecuada comprensi\u00f3n y tratamiento de este canal de comunicaci\u00f3n, es importante tener en cuenta los siguientes conceptos y sus niveles de prioridad:<\/p>\n<h2>Conceptos y niveles de prioridad<\/h2>\n<ul>\n<li><strong>Peticiones (Prioridad Media):<\/strong> Es la solicitud presentada por un cliente. Esta puede ser presentada por medio de una comunicaci\u00f3n escrita, telef\u00f3nicamente o a trav\u00e9s del sitio web de Viafirma, para lograr una breve soluci\u00f3n sobre lo solicitado.<\/li>\n<li><strong>Queja (Prioridad Alta):<\/strong> Expresi\u00f3n de insatisfacci\u00f3n, diferente a apelaci\u00f3n, hecha a una organizaci\u00f3n con respecto a sus productos\/servicios o al propio proceso de tratamiento de las quejas; donde se espera una respuesta o resoluci\u00f3n expl\u00edcita o impl\u00edcita.<\/li>\n<li><strong>Reclamaci\u00f3n (Prioridad Alta):<\/strong> Expresi\u00f3n de insatisfacci\u00f3n hecha a una organizaci\u00f3n con respecto a sus productos o servicios (donde generalmente afecta a requisitos especificados), que pide o pretende alg\u00fan tipo de compensaci\u00f3n.<\/li>\n<li><strong>Apelaci\u00f3n (Prioridad Alta):<\/strong> Si un cliente no est\u00e1 de acuerdo con las decisiones tomadas por Viafirma sobre una reclamaci\u00f3n o insatisfacci\u00f3n, de acuerdo con los reglamentos.<\/li>\n<li><strong>Sugerencias (Prioridad Baja):<\/strong> Es la recomendaci\u00f3n que propone un cliente para mejorar los servicios que ofrece Viafirma.<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][vc_column width=\u00bb1\/2&#8243;][vc_raw_html]JTVCY29udGFjdC1mb3JtLTclMjBpZCUzRCUyMjE3YjIzMjQlMjIlMjB0aXRsZSUzRCUyMkNvbnRhY3RvX1JHUERfUFFSUyUyMiU1RA==[\/vc_raw_html][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row gap=\u00bb0px\u00bb el_class=\u00bbvf_home_9&#8243;][vc_column width=\u00bb1\/2&#8243;][vc_column_text] Procedimiento de Gesti\u00f3n de PQRS Con el fin de un mejoramiento continuo, Viafirma crea la presente&#8230;<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"site-sidebar-layout":"no-sidebar","site-content-layout":"plain-container","ast-site-content-layout":"normal-width-container","site-content-style":"unboxed","site-sidebar-style":"unboxed","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"default","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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