The measure aims to continue the reparation actions during the pandemic
As one of the preventive and safety measures to contain the spread of Covid-19, the Renova Foundation started working remotely to serve the people from Mariana. Renova will assist those whose files have been released by Caritas or those who have expressed an interest in being facilitated before their file is released and those who have filed a lawsuit. Working remotely, the Renova Foundation continues the repair process and reduces the risk of contagion among affected people, employees, and partners in the territories where it operates.
The new workflow uses tools that enable remote communication, such as videoconferencing and teleconferencing. Those affected who prefer face-to-face assistance can wait for the offices to reopen, which, at this moment, is not expected to occur soon. Following the recommendations of health agencies, all Renova Foundation offices have been closed since March 16, including the Mediated Indemnity Centers (CIMs).
In Mariana, the indemnity payment process was going through a different process than in the rest of the impacted region, due to several factors, including the filing of a Public Civil Action by the Public Prosecution Service and the decision of the affected people to be registered through the Technical Advisory Body Caritas. Due to this decision, the Renova Foundation did not initiate the region’s indemnity payment process before first reaching an agreement under the Public Civil Action. The agreement was ratified by the Court of Justice of Minas Gerais (TJMG) and by the Judicial Center for the Resolution of Conflicts and Citizenship (Cejusc) in the Mariana District in October 2018.
From 2018, when the Renova Foundation obtained authorization to start the indemnity registration process, until April this year, the institution paid approximately R$ 135 million to about 550 families in Mariana. A total of 1,323 families registered in the municipality, 770 negotiations were started through the Mediated Indemnity Program (PIM), and 828 files were submitted.
At this time, remote assistance has also been extended to those affected who are not represented by a private lawyer.
The Commission of Affected Parties, Caritas, the Public Defender’s Office, and the Public Prosecution Service were formally informed about the initiation of remote assistance regarding the indemnity process in Mariana. As with the face-to-face appointments, the schedules of the remote indemnity appointments are sent weekly by the Renova Foundation to the Commission of Affected Parties and Caritas, with prior authorization from those affected.
Customer Service
The workflow of the remote assistance provided to those affected occurs through remote communication tools. First, the Renova Foundation reaches out to the person by phone to schedule the remote appointment, whether by videoconference or telephone call. For those who are represented by a lawyer, all contacts will be made directly with the lawyer.
If the person wants to make sure that the call received is from a representative of the Renova Foundation, they can call the Mediated Indemnity Center (CIM), at (31) 99542-5299, or the Dialogue agent that accompanies the family, or to the Foundation’s Customer Service Channels, at 0800 031 2303. The meeting’s documentation must be sent by e-mail to fne.mariana@fundacaorenova.org or by WhatsApp to +55 (31) 99656-9484.
During the indemnity proposal presentation, all items that make up the indemnity are explained in detail to those affected, who also are supported by a representative of the mediation team. At the appointment time, the affected person is free to accept or not accept the indemnity proposal.