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Standard Operating Procedures

INTRODUCTION AND COMMON PRINCIPLES

I. Preliminary Considerations

The last few years have been marked by a considerable growth of CONTRATUZ, Lda, resulting in complex operations in different sectors of its specialty.  This instrument, which covers all the activities of the Company, has been crafted bearing in mind the prospects of a continued institutional and operational development, as well as considering the lining up with our valued customers’ expectations pertaining quality and compliance.  Although it is intended to be a single document, the manual addresses detailed procedures by each department, taking into account the specificities of each of them.

II. Objectives

The objectives of this manual lie on a) Exposing to our valued customers and partners what is expected from us in the provision of different services; b) Providing our esteemed customers and suppliers with a uniform model and requirements for our services; c) Guiding our employees on how to perform our services to our valued customers as well as standardise their operational interaction with our esteemed suppliers and other partners; d) Ensuring quality compliance throughout CONTRATUZ, Lda  services chain.

III. Scope

Our standard procedures covers all CONTRATUZ, Lda departments, namely a) Consultancy, Administration and Finance, which includes multiform consulting and licensing services; b) Outsourcing, which includes full-fledged labour management, stevedoring and cleaning services; c) Transport and Logistics; d) Tourism.  Likewise, similar services of the Group Companies such as Sofala Wonders, Lda are also covered by this instrument.

IV. Common Principles

Despite the specificities of each department of CONTRATUZ, Lda, there are common principles that apply across all sectors of the Company.  These are:

  1. Zero Corruption – CONTRATUZ, Lda is against all corruption practices, whether active or passive;
  2. Zero Tolerance to Harassment – All forms of harassment, including sexual, are absolutely intolerable at CONTRATUZ, Lda;
  3. Legality – The Company strives for scrupulous legal compliance in all its operations;
  4. Security – The security of the personnel involved in the work activities, the means used, the facilities, as well of the material object of the operation are a constant priority in all CONTRATUZ, Lda’s services chain. Details of safety are provided in our Hygiene, Health and Safety Standard Procedures at Work;
  5. Quality – The assurance of the highest level of quality is one of our main focuses in the provision of all the Company’s services. CONTRATUZ, Lda excels for the approach of “doing but well done; or simply not doing it if there are risks of poor quality”.
  6. Transparency – CONTRATUZ, Lda advocates for a total openness to customers in all its operations, ensuring them a follow up and awareness of the processes as well as the costs involved;
  7. Confidentiality – Our Company guarantees that all confidential matters handled with a given client are not disclosed to third parties;
  8. Competitiveness – We strictly observe the principle of competitiveness in all our operational mandates; or while seeking third party services;
  9. Justice – The search for fairness in all business transactions and relationships with our partners, as well as with our employees, is a constant in the Company’s approaches. Opportunistic attitudes tending to harm other parties are not tolerated;
  10. Loyalty – We are absolutely loyal to our partners and principles, as well as totally focused on fulfilling the commitments and deadlines undertaken;
  11. Responsibility – We carry out our activities with a deep sense of duty and constant accountability;
  12. Mutual Respect – Mutual respect is one of the fundamental principles of our Company. Even if any partner or employee is at fault, offensive approaches are not tolerated;
  13. Impartiality – Precedence in serving our customers is on a “first come, first serve” basis. Likewise, all candidates for vacancies managed by CONTRATUZ, Lda are treated impartially, without favouritism and far less nepotism;
  14. Equality – The differentiation in the treatment of customers, suppliers and candidates for vacancies under the management of CONTRATUZ, Lda on the basis of colour, race, tribe or gender is an offence subject to the Company’s administrative procedures.

CONTRATUZ, Lda employees in contravention of these principles incur in relevant administrative measures.  On the other hand, where there are clear evidences of practices such as corruption and harassment by its employees or third parties, CONTRATUZ, Lda strives for an immediate report to the respective superior structures as well as the competent authorities.

CONTRATUZ, Lda has a Compliance Manager who ensures scrupulous observance of all the standard operations procedures detailed in this document.  In addition, the same Manager strictly monitors the compliance with Health, Hygiene and Safety Procedures at Work, as set out in a dedicated manual.

V. General Requirements for Services Provision

The provision of all services begins with the customer expressing an interest; either as a result of a commercial contact made by a CONTRATUZ, Lda employee, or as a result of a tender awarded to our Company.  In the first two scenarios, the relevant department subsequently sends a quotation.  In all cases, once the quotation has been formally approved by the customer, a Job File is opened and the customer is assigned a manager who will be his / her routine contact for the operation.

Specific Standard Operations Procedures are segmented by each department.  Please contact us if you wish to have the procedures concerning the service you require.