Information for the comsumer

The labels and stamps on the Company’s products display information which follows the standards stipulated by the ABNT (Brazilian Technical Standards Association), as well as those of Eternit’s Integrated Management System. In the case of products sold containing chrysotile ore fiber , information is also provided on the correct installation and correct handling of the product. In 2012 the Company recorded three cases of non-compliance with regulations and voluntary codes referring to information and labelling of products and services.

Consumer safety

Safety is an essential element for Eternit. For this reason, the Company seeks to develop products that are are safe for its consumers, employees and the environment. The laboratories at all the manufacturing plants have simulators that evaluate different situations to which the products can be exposed. In addition to this, at Atibaia (SP), Tégula as a testing ground, where products are measured over a period of time, so as to be able to anticipate possible distortions or risks.

Risks related to health and safety in the use of products are assessed as follows:

• Eternit: all products.
• Precon: all products, except for synthetic marble, for which there is no evaluation in the marketing and promotion process.
• Tégula: from concept development to storage and distribution, including research and development, certification, manufacturing, marketing and promotion.

In 2012, no cases were registered of any products or services not complying with health and safety standards.

Customer satisfaction

Eternit is constantly seeking to perfect its products and service to the consumer. This reason, every year since 2011 a customer satisfaction poll has been carried out by the Brazilian-Iberian Client Relationship Institute (IBRC) the completion of a form online. In 2012, 76% of customers declared themselves to be satisfied with Eternit’s salesmen, retailers, technical assistance and products, an increase of 1% compared to the result in 2011. The company intends, from 2013, to carry out a detailed research poll on each product. In addition to this, the Company has a toll-free number 0800-0211709 and an e-mail address, sac@eternit.com.br to enable customers to enter in contact with the Company whenever they need to.

SAMA carries out regular visits and makes regular contact with its domestic and international customers, and every two years conducts a questionnaire to evaluate their level of satisfaction. Suggestions and complaints received are therefore duly analysed with the customer being duly kept informed of the actions taken. Customers in the domestic market had a satisfaction rate of 61.3%, while the satisfaction rate in the international market was 58.5%.

The packaging for all the companies products must carry the obligatory information referring to the themes indicated in the table. No product of Eternit’s is legally required to carry product terms as part of its labelling information.

At Tégula a monthly sample poll is taken of its customers, with a poll being taken every six months of distributors and sales representatives, to monitor and improve its products and services. The results are analysed by the marketing department and sent out to all departments. In addition to this, Tégula has a toll-free number 0300-7891521 and an e-mail addresssac@tegula.com.br for customers to get in touch with the company whenever they need to.

Competitors

The Company’s relationship with its competitors is characterised by an ethical and respectful approach, in keeping with the support of good practices, free competition and compliance with legal requirements. In 2012, Eternit was not subject to any legal action as a result of unfair competition, or anti-trust practices or monopoly practices.