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MYTILINEOS HOLDINGS - SUSTAINABILITY REPORT
2016
• Driven by its faith in the value of sport, MYTILINEOS Group
sponsored through METKA the windsurfing champions Vyron
Kokkalanis and Gelly Skarlatou, members of the Greek Olympic
Team which represented our county in the 2016 Summer
Olympic Games in Rio de Janeiro. In addition, Protergia
supported two of Greece’s most important sporting events: The
1st Acropolis Night Run, inwhich 2,800 runners from14 different
countries ran following a historic route around the sacred rock of
the Acropolis; and the 5th International Thessaloniki Night Half-
Marathon, a sporting event with strong cultural, environmental
and tourism-related aspects that brought together 21,000
runners from 61 countries, as well as visitors from all over
Greece. The proceeds from the participation were donated as
financial support to approximately 50 social organisations,
institutions and associations active in social and charity work.
8.4 Strengthening Transparency
G4-SO3
In MYTILINEOS Group, the promotion of transparency is driven
by a combination of three factors: (1) The Group’s corporate value
which refers to the “Principle of Integrity”, which is respected
across the Group’s Governance system and is implemented by
avoiding all transactions and contact with any third party which
may be guilty or suspect of encouraging conditions giving rise
to corruption; (2) the Group’s voluntary public commitment to
the 10th Principle of the UN Global Compact Initiative, according
to which “The Group works against corruption in all its forms,
including extortion and bribery”; and (3) the disclosure of the
Group’s Management Practice on strengthening transparency,
which is connected to the Group’s standing commitment to zero
tolerance of corruption and bribery.
In 2016, the Group expanded the contents of its revised 2nd
edition of its Code of Business Ethics, which was distributed
to all employees, by including topics related to strengthening
transparency. The Group’s goal for 2017 is to establish a formal
due diligence process for transparency issues, in order to
consolidate and safeguard the prevention policy it follows in this
area.
8.5 Market Practices
8.5.1 Product Quality & Safety
G4-PR1 G4-14
MYTILINEOS Group complies fully with the national laws, the
international guidelines and industry standards applicable with
its activity sectors in relation with the design and production of
its products and the methods it employs for their promotion and
marketing. The Group places particular emphasis on the quality
of its materials, products and construction projects and applies
innovative production processes that improve the quality, safety
and environmental impacts of each product..
More specifically:
• the strict adherence to the laws and regulations,
• the principle that no product or construction project is released
from one production stage to the next unless the quality criteria
of the current stage have been fully satisfied,
• the strict application of the procedures under the EN ISO 9001
Quality Management System.
• the conduct of a Hazard & Operability (HAZOP) Study for
operational risk analysis and the staffing of the Quality Control
Departments with experienced personnel who are provided
with continuous training, are some of the fundamental aspects
of the specific policies on product quality and safety applied by
our subsidiaries in the Metallurgy & Mining Sector as well as in
the EPC Projects sector.
In the EPC Projects sector, industrial activities focus on highly
demanding applications – in terms of the technology used – for
Energy and Infrastructure. Typically, these projects involve heavy
and/or complex steel fabrications requiring a high level of quality.
Building on 50 years of experience in large-scale manufacturing
projects, the company’s state-of-the-art industrial facilities and
equipment offer significant competitive advantages to METKA,
particularly in terms of reliability and compliance with the most
stringent international quality standards. The strictest international
quality standards are applied in every stage of industrial production,
while the personnel of the Quality Assurance and Control
Department is highly qualified and experienced, in order to assure
the quality of the end product.
In the Metallurgy & Mining Sector, ensuring that the mining and
processing of natural resources take place in a responsible way
is at the core of our commitment to duly manage our product.
At the same time, this commitment represents a critical stage
that defines the level of the quality offered to our customers. Key
aspects of the management of our products are the technological
upgrades of our machinery, the use of the strictest technological
specifications and processes and the minimisation of the solid and
liquid waste from our production activities.
For the last 50 years, ALUMINIUM OF GREECE has embodied the
impressive evolution of the metallurgical sector in Greece, with
a know-how in industrial and commercial practices that is found
only among the world’s top metallurgical industries. The quality of
its products and the provision of technical support and customer
service are areas of continuous development. All alumina and
aluminiumproductsmanufactured and sold are assessed for their
impact on health and safety.
In addition, the company has obtained the ISO 9001:2008 Quality
Certificate for its products, while its quality control laboratory
has been accredited by Hellenic Accreditation System S.A. (ESYD
S.A.) in accordance with the requirements of the ISO 17025:2005
International Standard, for the chemical analysis of bauxite,
alumina (both hydrated and calcined), and of aluminium and its
alloys.
Regarding the provision of verifiable and clear information on our
products for the purposes of labelling, 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.
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MYTILINEOS Group
Activity Sectors
Findings of surveys concerning a major product category
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 2017. The findings from the responses to the customer satisfaction questionnaires
mailed to hydrated and calcined alumina customers were positive. The proposals for
improvement made by the respondents focused mainly on pricing policy issues, such as prices,
payment terms etc.
EPC Sector
METKA carries out satisfaction surveys focusing on the evaluation of the progress and the results
of each project after its completion. The customer satisfaction rate for the year 2016 exceeded
75%. This specific result relates to all projects of the company.
ENERGY Sector
In 2016, Protergia carried out a customer satisfaction survey of its retail and business customers
(60% and 40% respectively), including both new and existing customers. A total of 400 phone
interviews were conducted during February 2016. According to the survey’s key findings,
customers are satisfied with their collaboration with PROTERGIA (especially so existing and
business customers), with high rates of positive responses regarding their intention to stay with
the company. Another interesting fact is that 30% of the respondents gave a negative response
when asked if they intend to switch back to the Public Power Corporation (DEI). The Customer
Service Department also contributes to customer satisfaction, while our online platform
(myprotergia) is showing great potential. Identified issues that require attention in terms of
action planning concern the following: charges / pricing, payment methods, bill delivery times,
correctness of bill data.
8.5.2 Customer satisfaction
G4-14
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
subsidiaries, customer satisfaction surveys are carried out on
a regular basis. Working towards ensuring service quality and
customer satisfaction, the Group provides clients with access
to claims and to equitable and effective procedures for the out-
EPC
Projects
Aluminium
Significant product or service categories covered
by the following information requirements
• Information on content, especially regarding substances which
may have a potential environmental or social impact
• Information on the product’s disposal method and its potential
environmental/social impacts
In
ALUMINIUM of GREECE
, the above labelling requirements apply to all end products for sale (aluminium billets and slabs), as well as to
hydrated and calcined calcined alumina.
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%
100%
100%
Alumina
100%
100%
100%
100%
100%
Type of information related to product labelling
Metal &
Machinery
Constructions
G4-PR3
Non-applicable
requirements
• Information on the safe use of the product or service
• Information on the origin of product elements or ingredients
G4-PR5
of-court settlement of any disputes in connection with seeking
compensation 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 authorities such
as the Arbitration Authorities of the International Chamber of
Commerce (ICC).
