It is TPA's policy to comply with all applicable legislation.
For the purposes of commercial relations in general, the company follows applicable national legislation, including the Statute of the Bar Association, the Legal Regime for the Constitution and Functioning of Professional Companies, and the Commercial Code.
For the purposes of controlling and monitoring the performance of its external suppliers, the organisation defines its purchasing requirements in terms of Quality, Environment, Information Security and others when requesting quotations, placing orders or signing contracts, as applicable.
These requirements are always related to the processes, products or services to be provided, namely specifications (functional and performance characteristics, references and/or accepted and agreed best practices), commercial conditions (prices and payment terms) and logistics (quantities, delivery terms and conditions, response times to emergencies, communication guarantees and incident reporting or occurrence alerts).
Occasionally, other requirements may be presented for the control and monitoring of supplier performance, within the applicable management areas.
To this end, the express and agreed requirements will be used to control the receipt and acceptance of the supply. Non-conformities and complaints will be used for periodic monitoring/evaluation of the supplier, where applicable.
For the purpose of assessing client satisfaction, the organisation uses a set of possible indicators, namely: variations in purchase volume, complaints received and accepted, non-acceptance of services, compliments, recommendations, awards and related non-conformities handled.
The assessment is carried out individually for each client, based on the determination of the correlation between two or more of the possible indicators.
Clients representing 80% of the organisation's sales volume are asked to provide an assessment.
For the purpose of assessing client satisfaction, the organisation uses a questionnaire that is distributed to clients. The data collected is processed and serves as an internal indicator for assessing client satisfaction.