86
10.3 Client satisfaction
Because of the varied nature of its ac-
tivity sectors and the geographical dis-
persion of its operations, MYTILINEOS
Group has a very broad client base. As
part of our efforts for continuous im-
provement and drawing on the qual-
ity standards that we have in place, we
conduct client satisfaction surveys,
mainly in ALUMINIUM S.A. (every two
years) and in METKA S.A. (to assess the
progress and the results of every proj-
ect the company has undertaken, af-
ter its completion). No client satisfac-
tion survey results are available for
2012, as during the year all projects of
METKA S.A. were in progress, while
the next client satisfaction survey of
ALUMINIUM S.A. is scheduled for
2013.
In addition, as part of the efforts to en-
sure customer satisfaction, the Group
provides clients with access to claims
and to equitable and effective proce-
dures for out-of-court resolution of dis-
putes in connection with seeking
compensation in the event that the
products which we provide them do
not meet the agreed specifications. In
the EPC Projects Sector, the settlement
procedure is always specified in writ-
ing as part of the project contract, and
may typically involve arbitration by in-
ternationally recognised authorities
such as the Arbitration Bodies of the
International Chamber of Commerce
(ICC).
In MYTILINEOS Group, our commit-
ment to responsible communication
and marketing is ensured by our com-
pliance with the laws in force and the
application of best practices that gov-
ern “below-the-line” promotion of our
products and companies, by our
“above-the-line” communication at
the central corporate level, and by our
annual corporate sponsoring plan.
We seek to provide transparent in-
formation and to ensure that our
messages are fully understood by all
our clients. To this end, the commu-
nication/marketing associates of our
subsidiaries are bound by the Hellenic
Code of Advertising-Communication
Practice, whose principles provide that
all advertising should be legal, decent,
honest and truthful, should be pre-
pared with a due sense of social re-
sponsibility and should conform to the
principles of fair competition as gen-
erally accepted in business. During
2012 there were no incidents of non-
compliance with the regulations and
voluntary codes on marketing com-
munications, including product pro-
motion and sponsorships.
In all MYTILINEOS Group companies,
our respect for the privacy of clients is
demonstrated by the application of rig-
orous systems for collection, use and
protection of their personal data. The
Group’s key concern is to ensure that
private client data are collected in a
lawful and acceptable manner and are
limited to the information which is ab-
solutely necessary for the provision of
its products and services, after the
clients concerned have been informed
and their free consent has been ob-
tained. During 2012, no incidents of
violation of client privacy occurred in
the Group companies.
10.4 Responsible Communication & Marketing
10.5 Protection of client privacy
