OVERALL CONTENT

Strategy and analysis

 

Description

Omission

External assurance

Page/response

G4-1

Message from president

 

Assurance declaration

Message from the Founders and Message from Comex

G4-2

Description of key impacts, risks and opportunities

 

Assurance declaration

Message from the Founders,  Message from Comex and Complete report (p. 24)

Organizational profile

 

Description

Omission

External assurance

Page/response

G4-3

Name of organization

 

Assurance declaration

Who we are and Complete report (p. 6)

G4-4

Primary brands, products, and services

 

Assurance declaration

Who we are and Complete report (p. 6)

G4-5

Location of organization’s headquarters

 

Assurance declaration

Who we are and Complete report (p. 6)

G4-6

Countries where the organization has significant operations or that are specifically relevant to the sustainability topics covered in the report

 

Assurance declaration

Who we are and Complete report (p. 6)

G4-7

Nature of ownership and legal form

 

Assurance declaration

Governance and Complete report (p.18)

G4-8

Markets served

 

Assurance declaration

Who we are and Complete report (p. 6)

G4-9

Scale of organization

 

Assurance declaration

Who we are and Complete report (p. 6)

G4-10

Employee profile

 

Assurance declaration

Employees and Complete report (p. 74, 75, 88)

G4-11

Percentage of employees covered by collective bargaining agreements UNGC¹

 

Assurance declaration

Complete report (p. 84)

G4-12

Description of organization’s supply chain

 

Assurance declaration

Complete report (p. 108)

G4-13

Significant changes in organization’s size, structure, ownership and supply chain

 

Assurance declaration

Who we are and Complete report (p. 6)

G4-14

Description of how the precautionary approach or principle is addressed by the organization

 

Assurance declaration

Complete report (p. 107)

G4-15

Charters, principles or other externally developed initiatives

 

Assurance declaration

About the report and Complete report (p. 131)

G4-16

Membership of associations and national or international advocacy organizations

 

Assurance declaration

Complete report (p. 38) 

Material aspects identified and boundaries

 

Description

Omission

External assurance

Page/response

G4-17

Entities included in the consolidated financial statements and entities not covered by the report

 

Assurance declaration

About the report and Complete report (p. 127)

G4-18

Process for defining the report content

 

Assurance declaration

About the report and Complete report (p. 126)

G4-19

List of material aspects

 

Assurance declaration

About the report and Complete report (p. 128)

G4-20

Boundary, within organization, for each material aspect

 

Assurance declaration

Complete report (p. 129, 130)

G4-21

Boundary, outside organization, for each material aspect

 

Assurance declaration

Complete report (129, 130)

G4-22

Restatement of information provided in previous reports

 

Assurance declaration

Complete report (p. 127)

G4-23

Significant changes in scope and boundaries of material aspects compared with previous reports

 

Assurance declaration

Complete report (p. 127)

Stakeholder engagement

 

Description

Omission

External assurance

Page/response

G4-24

List of stakeholder groups engaged by the organization

 

Assurance declaration

Complete report (p. 71)

G4-25

Basis for identification and selection of stakeholders with whom to engage

 

Assurance declaration

Complete report (p. 71)

G4-26

Approach to stakeholder engagement

 

Assurance declaration

Complete report (p. 71, 128)

G4-27

Key topics and concerned raised through stakeholder engagement, by stakeholder group

 

Assurance declaration

Complete report (p. 71, 128)

Report profile

 

Description

Omission

External assurance

Page/response

G4-28

Reporting period

 

Assurance declaration

About the report and Complete report (p. 127)

G4-29

Date of most recent previous report

 

Assurance declaration

About the report and Complete report (p. 126)

G4-30

Reporting cycle

 

Assurance declaration

About the report and Complete report (p. 126)

G4-31

Point of contact for questions regarding the report or its content

 

Assurance declaration

About the report and Complete report (p. 127)

G4-32

Option of application of guidelines and location of GRI table

 

Assurance declaration

About the report and Complete report (p. 127, 132)

G4-33

Policy and current practice with regard to seeking external assurance for the report

 

Assurance declaration

About the report and Complete report (p. 172)

Governance

 

Description

Omission

External assurance

Page/response

G4-34

Governance structure in the organization

 

Assurance declaration

Governance and Complete report (p. 18, 19, 20, 21, 28)

G4-35

Process for delegating authority for economic, environmental and social topics from the highest governance body to senior executives and other employees

 

Assurance declaration

Governance and Complete report (p. 20)

G4-36

Executive level positions with responsibility for economic, environmental and social topics

 

Assurance declaration

Complete report (p. 20)

G4-37

Processes for consultation between stakeholders and the highest governance body on economic, environmental and social topics

 

Assurance declaration

Complete report (p. 19, 20)

G4-38

Composition of the highest governance body and its committees

 

Assurance declaration

Governance and Complete report (p. 18, 19, 20, 21, 28)

G4-39

Chair of the highest governance body

 

Assurance declaration

Governance and Complete report (p. 18)

G4-40

Nomination and selection processes and criteria for the highest governance body and its committees

 

Assurance declaration

Governance and Complete report (p. 18)

G4-41

Processes for avoiding and managing conflicts of interest

 

Assurance declaration

Complete report (p. 18)

G4-42

Role of highest governance body and executives in development of impact management policies and targets

 

Assurance declaration

Complete report (p. 20)

G4-43

Measures taken to enhance highest governance body’s knowledge of economic, environmental and social topics

 

Assurance declaration

Complete report (p. 18, 20)

G4-44

Performance self-assessment processes for highest governance body

 

Assurance declaration

Complete report (p. 20)

G4-45

Responsibility for implementation of economic, environmental and social policies

 

Assurance declaration

Complete report (p.19, 20)

G4-46

Role of governance in analysis of effectiveness of organization’s risk management processes for economic, environmental and social topics

 

Assurance declaration

Risk management and Complete report (p. 24)

G4-47

Frequency with which highest governance body reviews impacts, risks and opportunities

 

Assurance declaration

Complete report (p. 24)

G4-48

The highest position responsible for formally approving the sustainability report and ensuring all material aspects are covered

 

Assurance declaration

About the report and Complete report (p. 127)

G4-49

Process adopted for communicating critical concerns to the highest governance body

 

Assurance declaration

Complete report (p. 18, 19)

G4-50

Nature and total number of critical concerns communicated to the highest governance body and the mechanisms used to address them

 

Assurance declaration

Complete report (p. 18)

G4-51

Relationship between remuneration and organizational performance, including social and environmental aspects

 

Assurance declaration

Governance and Complete report (p. 26)

G4-52

Involvement of internal or independent consultants in determining remuneration

 

Assurance declaration

Complete report (p. 26)

G4-53

Consultation of stakeholders about remuneration and its application to organizational policies

 

Assurance declaration

Governance and Complete report (p. 26)

G4-54

Ratio of highest salary to general median in the organization, by country

The way remuneration data were monitored did not permit us to report on this item in accordance with GRI guidelines. With the introduction of the 2020 Sustainability Vision and the revision of the materiality matrix in 2014, we will review the status of this item.

Assurance declaration

 

G4-55

Ratio of proportional increase in highest salary to median increase in the organization, by country

The way remuneration data were monitored did not permit us to report on this item in accordance with GRI guidelines. With the introduction of the 2020 Sustainability Vision and the revision of the materiality matrix in 2014, we will review the status of this item.

Assurance declaration

 

Ethics and integrity

 

Description

Omission

External assurance

Page/response

G4-56

Values, principles, standards and norms of behavior in the organization

 

Assurance declaration

Complete report (p. 3, 72)

G4-57

Internal and external mechanisms for guidance on ethical behavior and compliance

 

Assurance declaration

Complete report (p. 71)

G4-58

Internal and external mechanisms for communicating concerns about unethical conduct

 

Assurance declaration

Complete report (p. 71)

SPECIFIC CONTENT

Economic category

 

Description

Omission

External assurance

Page/response

Economic performance

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 7, 24)

G4-EC1

Direct economic value generated and distributed

 

Assurance declaration

Business model and Complete report (p. 10)

G4-EC2

Financial implications and other risks and opportunities for organization’s activities due to climate change

Natura does not conduct a specific analysis of the effects of climate change in the risk management process. Important mitigation projects for the impacts generated by the business are implemented throughout company processes. Natura voluntarily offsets its CO2 emissions (Carbon Neutral program), but this does not take into account the financial implications of risks arising from climate change,such as adaptation.

Assurance declaration

Complete report (p. 24)

G4-EC3

Coverage of organization’s pension plan obligations

 

Assurance declaration

Complete report (p. 82, 84)

G4-EC4

Significant financial help received from government

Natura does not operate with export credit agencies

Assurance declaration

Complete report (p. 37, 42)

Market presence

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 81)

G4-EC5

Ratio of lowest salary in organization to local minimum wage, by gender

 

Assurance declaration

Complete report (p. 84)

G4-EC6

Local hiring

 

Assurance declaration

Complete report (p. 81, 82)

Indirect economic impacts

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 54, 112, 117, 119)

G4-EC7

Impact of infrastructure investments offered for public benefit

 

Assurance declaration

Complete report (p. 32, 33, 34, 112, 113, 117, 119, 120, 121)

G4-EC8

Description of significant indirect economic impacts

 

Assurance declaration

Complete report (p. 32, 33, 34, 95, 112, 113, 117)

Procurement practices

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 54, 108, 112, 119)

G4-EC9

Policies, practices and proportion of spending on local suppliers

 

Assurance declaration

Complete report (p. 119, 120)

Environmental category UNGC1

 

Description

Omission

External assurance

Page/response

Materials

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 68)

G4-EN1

Materials used, by weight or volume

The company reports the total direct materials used by weight and volume, but information on stratification by non-renewable materials is not available. This will be reported in 2015.

Assurance declaration

Complete report (p. 70)

G4-EN2

Percentage of materials used that are recycled input materials

 

Assurance declaration

Complete report (p. 70)

Energy

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 46, 48, 49)

G4-EN3

Energy consumption within the organization

 

Assurance declaration

Complete report (p. 51, 52, 53)

G4-EN4

Energy consumption outside the organization

 

Assurance declaration

Complete report (p. 53)

G4-EN5

Energy intensity

 

Assurance declaration

Complete report (p. 51, 53)

G4-EN6

Reduction of energy consumption

 

Assurance declaration

Climate change and Complete report (p. 51, 53)

G4-EN7

Reductions in energy requirements of products and services

This indicator is considered non-applicable because the Natura portfolio does not contain products that consume energy directly. However, on a more systemic level some company products may be considered to require the consumption of indirect energy (e.g.: shower/bath products), but clear, recognized methodologies to quantify energy consumption for these products do not yet exist

Assurance declaration

 

Water

G4-DMA

Management approach

 

Assurance declaration

Water and Complete report (p. 64)

G4-EN8

Total water withdrawal by source

 

Assurance declaration

Complete report (p. 64, 65, 66)

G4-EN9

Water sources significantly affected by water withdrawal

 

Assurance declaration

Water and Complete report (p. 65)

G4-EN10

Percentage and total volume of water recycled and reused

 

Assurance declaration

Water and Complete report (p. 66)

Biodiversity

G4-DMA

Management approach

 

Assurance declaration

Social biodiversity and Complete report (p. 54)

G4-EN11

Location and size of areas owned

 

Assurance declaration

Complete report (p. 57, 58)

G4-EN12 

Significant impacts of activities, products and services on biodiversity

 

Assurance declaration

Social biodiversity and Complete report (p. 54, 57)

G4-EN13

Habitats protected or restored

 

Assurance declaration

Complete report (p. 49, 57)

G4-EN14

Total number of species on IUCN red list and other conservation lists

 

Assurance declaration

Complete report (p. 58)

Emissions

G4-DMA

Management approach

 

Assurance declaration

Climate change and Complete report (p. 46, 48, 49)

G4-EN15

Direct greenhouse gas emissions

 

Assurance declaration

Climate change and Complete report (p. 48)

G4-EN16

Indirect greenhouse gas emissions from the acquisition of energy

 

Assurance declaration

Climate change and Complete report (p. 48)

G4-EN17

Other indirect greenhouse gas emissions

 

Assurance declaration

Climate change and Complete report (p. 48)

G4-EN18

Greenhouse gas emission intensity

 

Assurance declaration

Complete report (p. 48)

G4-EN19

Reduction of greenhouse gas emissions

 

Assurance declaration

Climate change and Complete report (p. 49)

G4-EN20

Emissions of ozone-depleting substances

 

Assurance declaration

Complete report (p. 51)

G4-EN21

NOx, SOx and other significant emissions

 

Assurance declaration

Complete report (p. 51)

Effluents and waste

G4-DMA

Management approach

 

Assurance declaration

Solid waste and Complete report (p. 61)

G4-EN22

Total water discharge by quality and destination

 

Assurance declaration

Complete report (p. 66, 67)

G4-EN23

Total weight of waste by type and disposal method

The company does not consider the concept of waste reuse, only recycling. In this case, there may be waste that could be reused (e.g. drums), but this involves processes controlled by the companies receiving the waste. Additionally, the company does not use underground injection to dispose of waste, neither does it stock waste temporarily awaiting proper destination.

Assurance declaration

Complete report (p. 62, 63)

G4-EN24

Total number and volume of significant spills

 

Assurance declaration

Complete report (p. 65)

G4-EN25

Weight of waste transported deemed hazardous

 

Assurance declaration

Complete report (p. 63)

G4-EN26

Protection and biodiversity rate of water bodies and habitats

Natura reports on the water bodies impacted by its discharges, but information about the dimensions and biodiversity value of these water bodies is not available. This will be reported in 2015

Assurance declaration

Complete report (p. 65)

Products and services

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 46, 61, 68)

G4-EN27

Initiatives to mitigate environmental impacts

The company reports on diverse initiatives to mitigate the environmental impacts caused by its products and services. The mitigation measures for noise impacts were not reported because this is not a material topic in the company materiality matrix

Assurance declaration

Sustainability Vision; Strategy; Climate change; Social biodiversity; Water; Solid waste and Complete report (p. 49, 50, 58, 59, 60, 68, 69)

G4-EN28

Percentage of products sold and packaging materials reclaimed, by category

Natura will initiate a new project to promote reverse logistics for post-consumption packaging. This project is not only aimed at compliance with national solid waste policy but is also socially, economically and environmentally more adequate. Information is not yet available and will be reported in 2015.

Assurance declaration

Complete report (p. 62)

Compliance

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 36)

G4-EN29

Monetary value of fines and total number of sanctions for non-compliance with laws

 

Assurance declaration

Complete report (p. 36)

Transport

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 48, 49)

G4-EN30

Significant environmental impacts from transporting goods and workers

 

Assurance declaration

Climate change and Complete report (p. 49)

General

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 7)

G4-EN31

Total environmental protection expenditures and investments

 

Assurance declaration

Complete report (p. 7)

Supplier environmental assessment

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 108, 109, 117)

G4-EN32

Percentage of new suppliers screened using environmental criteria

 

Assurance declaration

Complete report (p. 109)

G4-EN33

Significant actual and potential negative environmental impacts in supplier chain

 

Assurance declaration

Suppliers and Complete report (p. 109, 110)

Environmental grievance mechanisms

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 71)

G4-EN34

Number of grievances and complaints about environmental impacts

 

Assurance declaration

Complete report (p. 72)

Social category – labor practices and decent work UNGC1

 

Description

Omission

External assurance

Page/response

Employment

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 74, 109)

G4-LA1

Total number and rates of new employee hires and employee turnover

 

Assurance declaration

Complete report (p. 89, 90,91)

G4-LA2

Comparison of benefits for full-time and part-time and temporary workers

 

Assurance declaration

Complete report (p. 85)

G4-LA3

Return to work and retention rates after paternal leave

 

Assurance declaration

Complete report (p. 87, 89)

Labor relations UNGC1

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 74, 84)

G4-LA4

Minimum notice periods regarding operational changes

 

Assurance declaration

Complete report (p. 84)

Occupational health and safety

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 92)

G4-LA5

Percentage of employees represented on formal safety and health committees

 

Assurance declaration

Complete report (p. 92)

G4-LA6

Injury, disease and lost days rates

The company reports a series of data on occupational health and safety, but these are not discriminated by gender and region. The company does not consider this discrimination relevant. However, if this indicator is considered relevant for the business after the review of the materiality matrix in 2014, this position will be reviewed and the data will be discriminated according to GRI criteria.

Assurance declaration

Complete report (p. 92, 93)

G4-LA7

Workers with high incidence or high risk of diseases related to their occupation

 

Assurance declaration

Complete report (p. 92)

G4-LA8

Health and safety topics covered in formal agreements with trade unions

 

Assurance declaration

Complete report (p. 92)

Training and education

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 77)

G4-LA9

Average hours training per year

 

Assurance declaration

Employees and Complete report (p. 77, 78)

G4-LA10

Programs for skills management and lifelong learning

 

Assurance declaration

Complete report (p. 77, 78, 79)

G4-LA11

Percentage of employees receiving performance reviews

 

Assurance declaration

Complete report (p. 82, 83)

Diversity and equal opportunity

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 87)

G4-LA12

Composition of governance bodies and breakdown of employees by functional category

The breakdown of employees is reported in accordance with Natura's view of diversity, but the data is not segmented by gender and age group. The company does not consider this discrimination relevant. However, if this indicator is considered relevant for the business after the review of the materiality matrix in 2014, this position will be reviewed and the data will be discriminated according to GRI criteria.

Assurance declaration

Complete report (p. 88)

Equal remuneration between women and men

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 82, 87)

G4-LA13

Ratio of women's basic salary to men's by functional category and relevant units

 

Assurance declaration

Complete report (p. 82, 83, 84)

Screening of supplier labor practices

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 108, 109, 117)

G4-LA14

Percentage of new suppliers screened using labor practice criteria

 

Assurance declaration

Complete report (p. 109)

G4-LA15

Significant actual and potential negative impacts for labor practices in the supply chain

 

Assurance declaration

Complete report (p. 109, 110)

Labor practices grievance mechanisms

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 71)

G4-LA16

Number of grievances about labor practices filed through formal mechanism

 

Assurance declaration

Complete report (p. 72)

Social category – human rights UNGC1

 

Description

Omission

External assurance

Page/response

Investments

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 109)

G4-HR1

Significant investment agreements and contracts that include human rights clauses

 

Assurance declaration

Complete report (p. 109, 115)

G4-HR2

Total hours of employee training in human rights policies and percentage of employees trained

 

Assurance declaration

Complete report (p. 79)

Non-discrimination UNGC1

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 71)

G4-HR3

Total number of incidents of discrimination and corrective measures taken

 

Assurance declaration

Complete report (p. 71)

Freedom of association and collective bargaining UNGC1

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 84)

G4-HR4

Degree of application of right to free association and operations and suppliers identified as at risk

 

Assurance declaration

Complete report (p. 84, 109)

Child labor UNGC1

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 115)

G4-HR5

Operations and suppliers identified as presenting significant risk of incidents of child labor and measures taken

 

Assurance declaration

Complete report (p. 115)

Forced or slave labor UNGC1

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 115)

G4-HR6

Operations and suppliers identified as presenting significant risk of incidents of forced or slave labor and measures taken

 

Assurance declaration

Complete report (p. 115)

Security practices

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 109)

G4-HR7

Percentage of security personnel trained in human rights policies and procedures

 

Assurance declaration

Complete report (p. 109)

Indigenous rights

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 54)

G4-HR8

Total number of cases of violations of rights of indigenous peoples and measures taken

 

Assurance declaration

Complete report (p. 115)

Assessment

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 72)

G4-HR9

Total number and percentage of operations that have been subject to human rights reviews

 

Assurance declaration

Complete report (p. 72)

Supplier human rights assessment

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 108, 109)

G4-HR10

Percentage of new suppliers screened using human rights criteria

 

Assurance declaration

Complete report (p. 109, 117)

G4-HR11

Significant actual and potential negative human rights impacts in the supply chain and measures taken

 

Assurance declaration

Complete report (p. 109, 110)

Human rights grievance mechanisms

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 71)

G4-HR12

Number of grievances about human rights impacts filed, addressed and resolved

 

Assurance declaration

Complete report (p. 72, 73)

Social category – society

 

Description

Omission

External assurance

Page/response

Local communities UNGC1

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 54, 112, 114, 115, 119)

G4-SO1

Percentage of operations with implemented local community engagement, impact assessment and development programs

 

Assurance declaration

Complete report (p. 119)

G4-SO2

Operations with significant actual and potential negative impacts on local communities

 

Assurance declaration

Complete report (p. 114, 119)

Anti-corruption UNGC1

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 36, 72, 79)

G4-SO3

Units assessed for risks related to corruption

 

Assurance declaration

Complete report (p. 36)

G4-SO4

Percentage of employees trained in anti-corruption policies and procedures

 

Assurance declaration

Complete report (p. 79)

G4-SO5

Confirmed incidents of corruption and measures taken

 

Assurance declaration

Complete report (p. 26, 109)

Public policies UNGC1

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 35, 36)

G4-SO6

Policies related tofinancial contributions to political parties, politicians or institutions

 

Assurance declaration

Complete report (p. 36)

Anticompetitive behavior

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 36)

G4-SO7

Total number of legal actions for anti-competitive behavior

 

Assurance declaration

Complete report (p. 36)

Compliance

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 36)

G4-SO8

Monetary value of significant fines and total number of non-monetary sanctions

 

Assurance declaration

Complete report (p. 36)

Supplier assessment for impacts on society

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 108, 109, 117)

G4-SO9

Percentage of new suppliers screened using criteria for impacts on society

 

Assurance declaration

Complete report (p. 109)

G4-SO10

Significant actual or potential negative impacts of supply chain on society and measures taken

 

Assurance declaration

Complete report (p. 109, 110)

Grievance mechanisms for impacts on society

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 71)

G4-SO11

Grievances about impacts on society filed, addressed and resolved through formal mechanisms

 

Assurance declaration

Complete report  (p. 72)

Social category – product responsibility

 

Description

Omission

External assurance

Page/response

Customer health and safety

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 106)

G4-PR1

Assessment of health and safety impacts during the product and service life cycle

 

Assurance declaration

Complete report (p. 106)

G4-PR2

Non-compliance related to product and service impacts

 

Assurance declaration

Complete report (p. 107)

Product and service labeling

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 70, 104)

G4-PR3

Type of product and service information required by the organization’s labeling procedures

 

Assurance declaration

Complete report (p. 59, 70)

G4-PR4

Non-compliance related to product and service labeling

 

Assurance declaration

Complete report (p. 107)

G4-PR5

Results of surveys measuring customer satisfaction

 

Assurance declaration

Complete report (p. 73, 75, 76, 97, 98, 105, 110, 114)

Marketing communication

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 21,104)

G4-PR6

Sales of banned or disputed products

 

Assurance declaration

Complete report (p. 107)

G4-PR7

Cases of non-compliance related to product and service communication

 

Assurance declaration

Complete report (p. 104)

Customer privacy

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 106)

G4-PR8

Total of substantiated complaints regarding breaches of customer privacy and losses of customer data

 

Assurance declaration

Complete report (p. 106)

Compliance

G4-DMA

Management approach

 

Assurance declaration

Complete report (p. 36)

G4-PR9

Fines for non-compliance regarding the provision and use of products and services

 

Assurance declaration

Complete report (p. 107)

1 UNGC – Aspects/dimensions linked with the United Nations Global Compact "Ten Principles".