ΜΕΤΚΑ | SUSTAINABILITY REPORT 2015 - page 56-57

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MYTILINEOS HOLDINGS SUSTAINABILITY REPORT
2015
9.11 Responsible communication
and marketing
The correctness of the forms of communication and marketing
that MYTILINEOS Group is applying is assured by monitoring and
integrating all developments in the relevant laws and by applying
responsible practices that govern “below-the-line” promotion of
the Group’s products and subsidiaries, the “above-the-line” com-
munication at the central corporate level, as well as the commu-
nication of our sponsorships and social contribution programs.
The Group seeks to provide transparent information and to en-
sure that its messages are fully understood by all its clients as
well as by all its other Stakeholder groups.
To this end, the communication associates, of both the Corporate
Centre and the Group’s subsidiaries, are bound by the Hellenic
Code of Advertising-Communication Practice, compliance with
which is established on an advisory, preventive or even correc-
tive basis by the Communication Control Board, in line with Greek
laws. According to the Code’s principles, all advertising should be
legal, decent, honest and truthful, should be prepared with a due
sense of social responsibility and should conform to the principles
of fair competition as this is generally accepted in the market.
During 2015 there were no incidents of non-compliance with the
regulations and voluntary codes on marketing communications,
including product promotion and sponsorships, involving the im-
plementation of the Group’s communication strategy. Moreover,
the Group’s products are not subject to any restrictions as regards
their sale to specific markets and no significant issues of concern
were raised by the Group’s Stakeholders in connection with prod-
ucts and their marketing communication.
G4-PR6 G4-PR7
G4-PR6 G4-PR7
9.12 Supply Chain
G4-EC9
Developing and maintaining an efficient, high-quality supply chain
is a commitment in which the Group has invested and is continu-
ing to invest through permanent associations on the national and
local level. In this direction, the role of the Group key business
partners and suppliers is very essential, as they are an integral
part of this effort.
The Group’s supply chain, taking into account the Group’s three
subsidiaries in their individual activity sectors, numbers more
than 4,800 suppliers, of which 81.7% are based in Greece. In 2015,
the Group spent more than €267 million as outlays to its domestic
suppliers, thus benefiting significantly the local communities and
contributing, in an indirect way, in the efforts to maintain jobs and
create income.
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Regarding the provision of verifiable and clear information on our
products for the purposes of labelling, including information on
their safe use, environmental impacts, maintenance, storage and
disposal, the Group complies fully with the relevant requirements.
In all cases, customers have at their disposal the tools allowing
them to check all significant information provided and to proceed
to the corresponding tests, if they so wish.
9.10 Customer satisfaction
MYTILINEOS Group has an extremely broad client base due to
the diversity of its activities and the geographical dispersion of its
operations. As a part of the efforts for continuous improvement
and drawing on the quality standards in place at the Group’s sub-
sidiaries, customer satisfaction surveys are are carried out on a
regular basis.
In addition, working towards ensuring service quality and cus-
tomer satisfaction, the Group provides clients with access to
EPC Contracts
Aluminium
Significant product or service categories covered
by the following information requirements.
• Information on the origin of product elements or ingredients
• Information on content, especially regarding substances which
may have a potential environmental or social impact
• Information on the safe use of the product or service
• Information on the product’s disposal method and its potential
environmental/social impacts
In ALUMINIUM OF GREECE the above labeling requirements apply to all end products for sale, such as, aluminium billets and slabs.
METKA’s products and services comply fully with the terms and conditions of the respective Contracts and with its contractual obligations to its
clients, who are supplied with all Health & Safety and Environment-related information and warnings, such as:
• Instructions on the use, maintenance and disposal for all supplied equipment (Operation & Maintenance Manuals) and materials.
• Clearly visible labelling of all materials and equipment (signs, warnings and relevant instructions).
• Use and recycling instructions, in the form of Material Safety Data Sheets (MSDS) for all hazardous materials.
100%
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Not applicable
requirements
Not applicable
requirements
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Type of information related to product labeling
Metal & Machinery
Constructions
G4-PR3
MYTILINEOS Group
Activity Sectors
Findings of customer satisfaction surveys
METALLURGY & MINING
Sector
ALUMINIUM of GREECE conducts surveys relating mostly to the categories of its products. The
company’s Commercial Department has planned to implement the next customer satisfaction
survey in 2106.
EPC PROJECTS
Sector
METKA carries out satisfaction surveys focusing on the evaluation of the progress and the results
of each project after its completion. Customer satisfaction rate, for the year 2015, was > 75%. (This
specific result relates to all projects of the company).
ENERGY
Sector
In 2015, Protergia out a quantitative survey using a sample of 383 customers (Low Voltage,
residential and business), who had consented to being contacted by the company. The survey
method was based on telephone interviews (with a duration of 5 minutes), conducted using
a structured questionnaire. The survey was carried out from 09/02/2015 to 06/03/2015, with a
positive response rate (acceptance to participate in the survey) of 40% (146 respondents).
Findings: The sample was analysed in terms of: (a) customer category (home - business), and
(b) period of time during which the customer has been with Protergia, in order to identify any
differentiations in customer experience and satisfaction. Both the overall satisfaction indicator
and all individual indicators stood at very high levels.
claims and to equitable and effective procedures for out-of-court
settlement of any disputes in connection with seeking compen-
sation in the event that the products supplied do not meet the
agreed specifications. In the EPC Projects sector, the settlement
process is always described in writing in the project contract and
may typically involve arbitration by internationally recognised au-
thorities such as the Arbitration Authorities of the International
Chamber of Commerce (ICC).
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G4-PR5
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