Ombudsman

Implemented 9 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 change is necessary in order to comply with the shorter schedules of an ever increasing demand – 2,112 public interactions in 2009.

Interactivity is also in the plans for the BM&FBOVESPA Ombudsman: 2010 will see the creation of a new direct communication channel with investors that use the Internet. This channel will be the Ombudsman Blog – a forum for debates and exchange of information between investors and specialists in the capital markets.