GRI G4-DMA Anti-competitive behavior | G4-DMA Customer health and safety | G4-DMA Product and service labeling | G4-DMA Customer privacy | G4-DMA Compliance

Eternit is committed to the satisfaction, health and safety of its clients and consumers. As such, it frequently monitors issues involving these stakeholders to promote continuous improvement. Eternit believes that listening to its clients and consumers strengthens its efforts.

Customer and consumer relations

The Company monitors customer satisfaction through surveys conducted at resellers and distributors and from time to time conducts surveys of final consumers. One of these surveys, targeting the clients of Eternit and Precon, is conducted annually and collects information on customers’ perceptions of the Company. The survey is conducted by telephone and is based on the Net Promotor Score (NPS) methodology. The NPS 2014 resulted in a score of 73 points, which is a 22-point improvement over the score in 2013. The questionnaire was responded to primarily by merchants, purchasing managers and buyers. Another survey is conducted every time a consumer contacts the Customer Service Center via telephone or e-mail. The results enable the Company to adopt corrective and preventative measures for any issues involving employees and resellers. GRI G4-PR5

SAMA conducts a client satisfaction survey for the domestic and foreign markets every two years. All suggestions and/or complaints received are duly analyzed and clients receive the company’s comments accompanied by an explanation of the preventive and/or corrective actions adopted. A consolidated national survey conducted in 2013 and 2014 showed that 62.8% of respondents were very satisfied with SAMA, 36.4% were satisfied, 0.8% were dissatisfied and none were very dissatisfied. A survey of the foreign market showed that 65.7% of respondents was very satisfied, 32.8% were satisfied, 1.5% was dissatisfied and none was very dissatisfied. The Company conducts regular visits to SAMA’s domestic and international clients and maintains regular contact by telephone and e-mail. The mine is also open to tours by customers. GRI G4-PR5

In 2014, Tégula conducted a sample survey of its customers every month and of its distributors/representatives every six months in order to monitor and improve its products and services. The surveys were conducted in all regions in which the Company operates. The results were analyzed by the marketing department and the results were provided to all departments involved (sales, industrial, quality, etc.). This survey tool is part of the procedures of the ISO 9001 standard that regulates the Company’s activities. The Company also makes available a toll free number and special e-mail address through which customers can contact the company when it’s most convenient for them. GRI G4-PR5

Architects, engineers, roofers, merchants and consumers also have available to them the electronic tools on the Eternit website to plan and calculate building designs for roofs (Etercalc, Etertools and Quote). The Company also has a conceptual construction module known as Eterbloc in Goiânia, Goiás, whose purpose is to introduce clients to every product in the Eternit portfolio in their proper applications. Given the success of the project in Goiânia, the initiative has been expanded to other plants in varying configurations, but always with the same function as a showroom available for visitation.

Consumer health and safety

The Company evaluates and controls the quality of all stages through which its products undergo. This includes visits to locations where products are displayed to prevent potential distortions or risks to the public. No company of the Group recorded any incidents of non-compliance.

In 2014, Tégula continued its policy of sponsorships and donations and did not advertise or sell any product prohibited in the Brazilian market (or prohibited specifically in any region of the country) or that is the subject of public debate. Its advertising campaigns (advertising materials, sponsorship or events) are conducted in accordance with all prerogatives and rules issued by the Brazilian Advertising Self-Regulation Council (CONAR).

SAMA does not create advertising related to compliance with laws and standards, has not signed agreements with regulatory agencies and is not affiliated thereto. The company only operates in accordance with instructions or laws mandated by the regulatory agencies. The mining, processing, use, sale and transportation of chrysotile asbestos in Brazil is regulated by Federal Law No. 9,055/95, Decree No. 2,350/97, Ordinance No. 3,124/78 - NR 15 - Attachment 12, which are available at www.brasil.gov.br. This legislation exclusively regulates the use of chrysotile asbestos, prohibiting all other types of asbestos,

With regard to codes governing communication and marketing, Eternit has not signed any instrument with regulatory agencies and is not affiliated thereto. Nonetheless, for all advertising campaigns and materials, the Company and its communication agency operate based on the guidelines and instructions of regulatory agencies, such as the Brazilian Advertising Self-Regulation Council (CONAR). In addition to CONAR, which works to prevent false advertising from adversely affecting people and/or companies, a number of organizations issue guidelines that the Company follows to develop and release communication and marketing materials, such as the Brazilian Association of Advertising Agencies (Abap). GRI G4-PR1, G4-PR2