Sustainable strategy

We believe that quality and social, economic and environmental responsibility are the way for us to improve our activities and contribute to the sustainability of the system and to social well-being.

This contribution includes meeting the needs of our customers and complying with rules and regulations, optimising the resources we have. This strategy reinforces our active role in sustainability and contributes to a city with more quality of life.

Eletrico de natal
Social responsibility

In the social responsibility area, we have identified significant aspects that should be focused on in the service we provide.

We are talking about eliminating any kind of discrimination, reducing the number of operating accidents and incidents, ensuring safety in the design of our equipment and using products and equipment that are more efficient and that are less harmful to health and the environment.

Code of ethics

It is our duty to respect human rights, to reject situations that violate them and to define measures that will avoid negative impacts on any person in relation to the service we provide, whether they are customers, employees, suppliers, partners or the community in general. Our Code of Ethics includes best practices in this area.

Underlying principles

Our mission was defined based on underlying principles regarding sustainable development and the values and commitments of the United Nations Global Compact. These principles are: To respect and protect human rights; To behave ethically; To comply with the law and other regulations applicable to our activities; To respect internationally recognised conventions and declarations; To respect the stakeholders; To be responsible; To defend and protect the environment; To integrate aspects of social responsibility into our integrated management system; To act transparently in all internal and external relations.

Integrated Management System

In order to comply with our strategy and aims in the area of sustainability and social responsibility and to assure continuous improvement in our activities, we have established an Integrated Management System.

Our Management Policy outlines our commitments in the different aspects that make up the system, covering all our functional areas and activities in the Miraflores, Santo Amaro and Cabo Ruivo Complexes and the Pontinha and Musgueira Stations, our tram network (including tracks, terminals and branch lines), our funiculars and lift and our sales network.



Transport System

Certification - In 2006, our Quality Management System was certified according to the NP EN ISO 9001 standard.

Process monitoring - We monitor processes according to Key Performance Indicators (KPI), such as the Customer Satisfaction Index, the Service Compliance Rate, the Accident Rate, the Customer Complaints Rate, the Vehicle Breakdown Rate, the Absenteeism Rate and the Training Rate.

Advantages - Through our Quality Management System, we are able to integrate quality into our values, improve our internal organisation and company image, increase the motivation/engagement of our employees, the efficiency of tasks and activities, productivity and the opportunity to access markets and public tenders. At the same time, we have improved our capacity for detecting and correcting faults, cutting costs and improving results.

Certification - In 2008, our Environmental Management System was certified according to the NP EN ISO 14001: 2004 standard.

Best Practices - We have optimised energy and water consumption in our facilities through systematic controls. We have containers for selective waste collection, identified with sorting best practices in the administrative and workshop areas. We carry out periodic maintenance on the equipment for treating liquid effluent (oil and grease) to improve the quality of the effluent discharged. The fuel supply areas are also waterproofed. We have prepared intervention and action files for occasional or emergency situations. We have included environmental criteria and considerations in the clauses of Contract Specifications.

Advantages - Through our Environmental Management System, we ensure compliance with environmental legislation and other organisational requirements, thus protecting the environment and reducing pollution. We have improved our environmental performance, optimising the consumption of natural resources, reducing the amount of waste sent to landfills and preventing environmental accidents. We have improved our image and increased the trust and confidence of our stakeholders.

Certification - In 2006, we began the Transport System certification process. Our bus routes are certified according to NP 4493 and our trams according to NP 4503.

CARRIS performance assessment and customer satisfaction - We use this system to monitor the service we provide to our customers and their degree of satisfaction. We periodically analyse the following indicators: operating period; vehicle reliability; length of the journey; compliance with the time interval between vehicles; punctuality; customer information and support; cleaning of the vehicles and at points of sale; accidents and incidents. We monitor and update the number of certified vehicles. We carry out surveys to assess the degree of customer satisfaction (See results for recent years).

Advantages - Through our Transport System certification, we ensure compliance with service quality levels and we retain and increase the number of customers, while also increasing customer satisfaction and improving the company image. This shows our commitment to continuously improve the service we provide, endorsing public transport as a key element in sustainable development.