GRI 4.14 and 4.16

Qualified professionals and communication channels are constantly available for users of EcoRodovias' services, ensuring transparency in the provision of services and showing the Company's respect for different opinions and suggestions through a quality services at all administrative units.

The Company's monthly publications EcoRodovias SP and EcoRodovias PR, and the bi-monthly magazine Ecosul are the principal communication channels with users, in addition to the website and Twitter.

SATISFACTION SURVEY

GRI 4.17 and PR5

The users' satisfaction survey conducted since 2002 is intended to analyze the actions taken by the Group companies. In 2010, the respondents included drivers of commercial and passenger vehicles, and men and women of different ages and education levels, and who use the highway concessions managed by EcoRodovias.

All of them gave their opinion about traffic signs and safety services; traffic and operations control; cleanness; visibility; pavement conditions; communication and information services; ease and quickness of payments at toll plazas; and inspections, among other aspects.

The results of said surveys reflect the ongoing monitoring of indicators based on the items previously mentioned, evidencing the quality of our services.

Our subsidiary Ecocataratas is now using the same research method, and its results were lower than those recorded in the previous year and below the established goal. Each concession area will carry out actions aiming at enhancing users' satisfaction and focusing on permanent improvements. To know more about the Users' Satisfaction Survey, please contact EcoRodovias.

	SURVEY (%)
2008 CONCESSIONARY	SAMPLE (NO. OF RESPONDENTS)		POSITIVE		REGULAR		NEGATIVE
Ecovia	833		37.00		57.00		7.00
Ecosul	630		64.50		23.40		12.1
Ecopistas*	-		-		-		-
Ecocataratas**	-		-		-		-
Ecovias	800		0.87		0.11		0.02

	SURVEY (%)
2009 CONCESSIONARY	SAMPLE (NO. OF RESPONDENTS)		POSITIVE		REGULAR		NEGATIVE
Ecovia	848		45.00		49.00		5.00
Ecosul	900		69.00		22.50		8.50
Ecopistas*	-		-		-		-
Ecocataratas	900		83.00		14.00		3.00
Ecovias	800		0.88		0.11		0.01

	SURVEY (%)
2010 CONCESSIONARY	SAMPLE (NO. OF RESPONDENTS)		POSITIVE		REGULAR		NEGATIVE
Ecovia	940		90.0		7.0		2.0
Ecosul	900		74.5		19.6		5.9
Ecopistas*	600		92.3		7.2		0.6
Ecocataratas	900		78.5		16.8		4.6
Ecovias	800		89.0		10.0		2.0

*Ecopistas did not belong to the Group in 2008 and 2009.
**Ecocataratas did not conduct the satisfaction survey in 2008.

User complaints

In 2010, users filed 5,598 complaints and 2,366 compliments, as shown in the table below.

To resolve the complaints, there were monthly meetings with the Military Highway Police, to propose means to resolve detours; in addition, users began to receive information about road work in advance, through the media; more road inspections were also made along with increased road sweeping and cleaning.

	ECOVIAS		ECOVIA		ECOPISTAS		ECOCATARATAS		ECOSUL		TOTAL
Number of Complaints	1,029		615		1,063		901		1,990
	Lack of monitoring by the Military Highway Police (PMR)		Road work		Objects/stones on the roadway from third parties		Objects/stones on the roadway from third parties		Objects/stones on the roadway from third parties		5.598
Number of Compliments	413		196		746		52		959
	Exemplary service by employees		Signage		Tow Services		Tow services		Tow services		2.366

User Services

EcoRodovias offers users all necessary infrastructure and support with free services like towing, mechanical assistance, medical assistance, road inspections and specific services for long holidays and vacation season.

Tow, inspection and ambulance services and average time

In 2010, 125,630 tow service and 18,123 ambulance service calls were made by users, as shown in the following table:

ACTIVITIES IN 2010		ECOVIAS		ECOVIA		ECOPISTAS		ECOCATARATAS		ECOSUL		TOTAL
Tow	Request	46,097		14,773		36,107		16,754		11,899		125,630
	Average time	00:09:48		00:09:28		00:14:00		00:24:37		00:29:00		00:17:14
Services	Request	9,055		2,565		1,915		3,613		980		18,123
	Average time	00:07:26		00:05:58		00:09:00		00:08:28		00:17:00		00:09:34

In addition, 202,936 inspections were carried out on the highways, through patrols that circulate 24 hours a day to detect and solve any type of abnormality on the roads, thus ensuring better traffic conditions for the users.

Fines

GRI PR2, PR9 and SO8
The concessionaire Ecosul received an assessment notice from the National Ground Transportation Agency (ANTT) regarding the lack of side protection in signaling frames on a particular stretch of the highway. The Company appealed by disagreeing with the interpretation and awaiting the final decision of the granting authority.

In 2010, the Granting Power issued 441 instruments of filing of incident, which are procedures used to supervise the Concessionaire without issuing a fine, only with a timeframe for correction of the nonconformity.

Ecopistas was charged and fined for not giving free passage to the official labor auditor and breaching article 630, paragraph 5 of the CLT. The amount of the fine paid in advance was R$762.58. After analysis with the other concessionaires in the Group and meeting with the Regional Labor Officer of Guarulhos, it was established that free passage would be given to official labor auditors, upon presentation of a specific form.

The concessionaire also received 15 fines from the transportation regulatory agency in the State of São Paulo (ARTESP), referring to various infractions. The Company filed a defense and, in 9 cases, the arguments were accepted and the infraction was cancelled. The remaining cases are under review, pending the agency's decision.

The concessionaires did not receive a fine, penalty or warning for violation of laws and regulations relating to users' health and safety.

For more information on other contingencies, see Note 27 to the Financial Statements.