METLEN provides high quality and safety products and services with respect to the rights and needs of customers and end users. The Company faces different challenges per Business Segment, with an emphasis on sustainability, reliability and stability. In the Metals Segment, it ensures the high quality of alumina and aluminum for customers with special specifications, while in the Energy Sector it covers a wide range of consumers, from residential users to large industries, offering integrated energy management solutions. With a strong focus on green energy, METLEN positions itself in the development of renewable energy projects and the promotion of innovative technologies such as electromobility and energy efficiency. At the same time, vulnerable social groups of customers are supported through preferential tariffs and social programs, further strengthening social cohesion and energy security for all its customers. According to the 2025 Double Materiality Assessment, the following emerged as a significant impact associated with the above challenge:
See more in the Company's Annual Report 2025.
METLEN has established a comprehensive governance framework for the management of sustainability issues, which is integrated into the Company's core decision-making and oversight processes. The role of the Management is clearly defined and ensures continuous supervision and strategic guidance on sustainability issues.
In particular, the Sustainable Development Committee, as a committee of the Board of Directors, is responsible for monitoring the implementation of the sustainable development strategy, approving relevant policies and monitoring the Company's ESG performance. The Committee meets regularly and collaborates with the General Division of Corporate Governance and Sustainable Development, which plays a crucial role in coordinating all sustainability issues within the Company. The governance of sustainability issues is supported by specially defined organizational structures, which include teams and sustainability officers in each Business Unit and core subsidiary. Those responsible for each ESG thematic pillar work with central and local management teams, ensuring coordination, monitoring of progress and providing technical guidance, with the aim of systematically integrating the principles of sustainable development across the Company's full range of activities.
At the same time, METLEN applies a systematic due diligence approach to manage actual and potential significant impacts, risks and opportunities on sustainability issues. This approach is based on the international guidelines for responsible business conduct and includes: identification and impact assessment procedures, setting targets, action plans, monitoring mechanisms, taking corrective actions, consulting stakeholders and promoting partnerships with the value chain.
Through these mechanisms, METLEN ensures the integration of sustainability considerations into its operational strategy and day-to-day operations, enhancing long-term value creation for all stakeholders.
See more in the Company's Annual Report 2025.
METLEN is committed to providing high quality services through a proactive and systematic approach to managing customer relationships and complaints. With the use of advanced digital tools and communication methods, the timely recording, analysis and resolution of issues concerning customers and consumers is ensured. Continuous monitoring of satisfaction indicators and regular review of data contribute to the continuous improvement of the services provided and the maintenance of high quality standards. At the same time, the Company fully complies with the applicable legal provisions, including the protection of personal data, by implementing strict security measures and controls. Through its approach, METLEN fosters customer trust and satisfaction, fostering a positive and trustworthy collaboration environment.
METLEN is dynamically active in the field of energy and innovation, implementing modern projects and services based on cutting-edge technologies such as Artificial Intelligence, and nanotechnology respectively. Through its subsidiary Avokado, innovative energy management systems are being developed, such as the CORTEX energy assistant based on Generative AI, as well as demand forecasting and energy storage management algorithms in prosumer systems.
In the context of enhancing the experience and protection of customers, the Energy Sector trained the crisis management support teams, with the aim of providing immediate and effective information and service, in accordance with the instructions of the competent state authorities. At the same time, customer participation was enhanced through the possibility of active involvement in pilot trials of new services, such as smart meters.
The subsidiary company METKA SA ensures strict quality in infrastructure projects, while the subsidiary company Zeologic S.A. applies innovative waste treatment methods with the application of nanotechnology, offering economically and environmentally efficient solutions.
See more in the Company's Annual Report 2025.
METLEN sets annual targets for the Metals and Energy Sectors with the aim of continuously improving the quality of products and services, enhancing customer experience and satisfaction, and managing related risks.
The objectives are supported by processes for monitoring quality, handling complaints, evaluating customer experience and continuously improving the services provided, while enhancing operational readiness and effective management of issues related to consumers and end users.
Metals Sector
In the Metals Sector, annual targets are applied within the framework of the certified Quality Management System according to ISO 9001:2015, which are related to:
Energy Sector
In the Energy Sector, emphasis is placed on:
METLEN implements compliance procedures and control mechanisms to ensure responsible communication, protection of personal data and full compliance with the applicable regulatory framework.
In 2025:
See more in the Company's Annual Report 2025.
