Implemented 10 years ago, the BM&FBOVESPA Ombudsman received a new function as of 2010, adopting a proactive performance as well. This implies that the Ombudsman constantly seeks contact with all stakeholders in the Company – from market participants to public companies, from public and private institutions to company shareholders, including regulatory agencies (CVM and Central Bank), as well as the media. Through this contact, the Ombudsman collects complaints, opinions and suggestions, which will form the basis of a quarterly report that will in turn be submitted to the CEO and the Chairman. The purpose of this work – defined in the Ombudsman code – is to ensure an ethical, transparent and constructive relationship of BM&FBOVESPA with all its stakeholders, aiming at improving the quality and efficiency of the services and products offered by the Company.

The traditional Ombudsman function, that of receiving and proposing solutions to a variety of demands (complaints, suggestions, etc.), was redesigned to adapt to a new BM&FBOVESPA Customer Service, which now provides users with a protocol number that allows making a unified log of demands, consulting BM&FBOVESPA business areas and monitoring the progress of each case.

The Ombudsman gathers criticisms, opinions and suggestions that serve as the basis for quarterly reports that are sent to the Exchange’s Chief Executive Officer and to the Chairman of the Board of Directors.

The purpose of this work – which is set out in the Ombudsman’s rules – is to guarantee an ethical, transparent and constructive relationship between BM&FBOVESPA and its public, in order to enhance the quality and efficiency of the services and products offered by the Company.