Consumer health and safety protection includes the provision of products and services that are safe and do not pose an unacceptable risk of harm when used or consumed. The Company strictly controls compliance with all regulatory requirements governing the quality of products and services. At all life-cycle stages of the offered products and services, the Company assesses their impact on health and safety in order to identify opportunities for improvement. No cases of noncompliance with the regulatory requirements concerning the impact of products and services on health and safety were registered in 2018.
GROWTH STRATEGY SUSTAINABLE DEVELOPMENT
Interaction with stakeholders
Key principles of interaction with stakeholders
Obtaining information
The Company provides consumers with access to complete, accurate, and comprehensible information that enables them to make informed decisions according to their individual expectations. Contracts for the supply of products are set out in clear, unambiguous, and comprehensible language, do not contain unfair contractual obligations, provide clear and sufficient information about the price, features of the product, and the terms and conditions of the contract. No cases of noncompliance with the regulatory requirements in respect of informing consumers about the properties of products and services were registered in 2018.
Fair and responsible marketing practices
The Company uses only fair marketing practices and protects consumers from unfair or misleading advertising or labeling. The Company’s activities in the field of promotion of products and services, advertising, and marketing comply with the legislation of the Russian Federation. In 2018, no cases of noncompliance of the Company’s activities with the legislation in the field of promotion of products and services, advertising, and marketing were registered. In the reporting year, the Company was not charged with fines for noncompliance with the legislation and regulatory requirements relating to the provision and use of products.
Compensation for damage
The Company has clear mechanisms in place to resolve claims and disputes with consumers as well as measures to prevent the same. All cases of receipt of consumer claims are recorded, the causes are analyzed and in the case of identification of justified claims, the relevant measures are undertaken. The Company takes preventive measures to avoid damage to the interests of consumers.
Privacy
The Company ensures respect for privacy and protection of personal data through the use of reliable and secure systems for the collection and protection of consumer data. Information about consumers is collected only in legal ways. The collection of personal data of consumers of the Company’s products and services is limited to the information that is required for the provision of products or services or is provided on a voluntary basis with the consumer’s consent. Protection of the collected personal data of consumers is ensured with the use of effective security measures. In 2018, there were no complaints regarding violations of consumer privacy and loss of consumer data.
Responsibility of the Company to major groups of stakeholders
REGULATORS |
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SHAREHOLDERS AND INVESTORS |
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STAFF |
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TRADE UNION |
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VETERANS AND PENSIONERS |
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BUSINESS PARTNERS |
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CONSUMERS |
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LOCAL COMMUNITIES AND PUBLIC ORGANIZATIONS |
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Forms of interaction
Interaction with interested parties is carried out at all levels of the Company’s activities using mechanisms and forms appropriate to the scale and content of the tasks to be carried out in the area of mutual interests.
The Company builds relationships with a number of stakeholder groups (regional and federal authorities, trade unions, public and international organizations, business partners) on the basis of cooperation or partnership agreements.
AA1000SES (2015)
The Company is guided by the Stakeholder Engagement Standard AA1000SES (2015).
When concluding agreements and joint actions with interested parties, the Company conducts a negotiation process, allowing each party to state its position and jointly find a solution that suits both parties. The fulfillment of obligations is accompanied by monitoring, allowing each party to assess the effectiveness of interaction. The results of the implementation of agreements, as a rule, are discussed with interested parties, including at public events. The Company also provides feedback in the form of surveys, round tables, conferences, meetings, feedback channels, which allows to identify the satisfaction of stakeholders with various aspects of the Company’s activities, including its products, services, social programs.
Indicators for assessing the effectiveness of the system of interaction with stakeholders:
- stakeholder evaluation (results of surveys, dialogues, proposals received);
- monitoring the implementation of commitments undertaken by the Company.