193 SUSTAINABILITY REPORT 2021 Customer Health and Safety GRI 103: Management Approach 2016 103-1 Explanation of the material topic and its boundary SR: 83-87 SR: Driving Sustainable Value Creation and Growth - Safe and Sustainable Products 103-2 The management approach and its components SR: 83-87 SR: Driving Sustainable Value Creation and Growth - Safe and Sustainable Products 103-3 Evaluation of the management approach SR: 83-87 SR: Driving Sustainable Value Creation and Growth - Safe and Sustainable Products GRI 416: Customer Health and Safety 2016 416-2 Incidents of non-compliance concerning the health and safety impacts of products and services SR: 83-87 SR: Driving Sustainable Value Creation and Growth - Safe and Sustainable Products Marketing and Labelling GRI 103: Management Approach 2016 103-1 Explanation of the material topic and its boundary SR: 90-91 SR: Driving Sustainable Value Creation and Growth - Creating Strong Customer Relations 103-2 The management approach and its components SR: 90-91 SR: Driving Sustainable Value Creation and Growth - Creating Strong Customer Relations 103-3 Evaluation of the management approach SR: 90-91 SR: Driving Sustainable Value Creation and Growth - Creating Strong Customer Relations GRI 417: Marketing and Labelling 2016 417-3 Incidents of non-compliance concerning marketing communications SR: 90-91 In 2020, there were no cases of non-compliance concerning marketing communications. Customer Privacy GRI 103: Management Approach 2016 103-1 Explanation of the material topic and its boundary SR: 66-67, 90-91 SR: Responsible Business and Effective Governance - Cyber Security Management; Creating Strong Customer Relations 103-2 The management approach and its components SR: 66-67, 90-91 SR: Responsible Business and Effective Governance - Cyber Security Management; Creating Strong Customer Relations 103-3 Evaluation of the management approach SR: 66-67, 90-91 SR: Responsible Business and Effective Governance - Cyber Security Management; Creating Strong Customer Relations GRI 418: Customer Privacy 2016 418-1 Substantiated complaints concerning breaches of customer privacy and losses of customer data SR: 66-67, 90-91 SR: Responsible Business and Effective Governance - Cyber Security Management; Creating Strong Customer Relations Socioeconomic Compliance GRI 103: Management Approach 2016 103-1 Explanation of the material topic and its boundary SR: 53-54, 90-91 SR: Responsible Business and Effective Governance - Corporate Governance and Compliance Management- Creating Strong Customer Relations 103-2 The management approach and its components SR: 53-54, 90-91 SR: Responsible Business and Effective Governance - Corporate Governance and Compliance Management- Creating Strong Customer Relations 103-3 Evaluation of the management approach SR: 53-54, 90-91 SR: Responsible Business and Effective Governance - Corporate Governance and Compliance Management- Creating Strong Customer Relations GRI 419: Social Compliance 2016 419-1 Non-compliance with laws and regulations in the social and economic area SR: 53-54, 90-91, 121, 170 SR: Responsible Business and Effective Governance - Corporate Governance and Compliance Management; Driving Sustainable Value Creation and Growth - Creating Strong Customer Relations; Towards Net Zero Carbon - Strong Environmental Governance, Global Performance Data - Social Grievances GRI Standard Disclosure Description Page Number (s) References SR 2021 External Assurance Omissions GRI Standard Content Index Responsible Business and Effective Governance Driving Sustainable Value Creation and Growth Towards Net Zero Carbon Empowering Our People and Communities Global Performance Data
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