NWG // SUSTAINABILITY STATEMENT
Communication with consumers and end users is ongoing and takes place through several channels, whether it concerns complaints, defective products or other matters on which customers wish to provide feedback. Communication may occur at, before, or after the point of purchase and primarily takes place through:
# Customer service at each respective subsidiary # Social media # Product information in catalogues and on websites # Marketing # Labelling and information on products
The effectiveness of communication is ensured, among other things, through customer surveys, marketing advice and individual meetings to gather feedback, as well as mechanisms for raising concerns, which are described under Processes to remediate negative impacts and channels for consumers and end-users to raise concerns. The Managing Director of each subsidiary is responsible for ensuring that feedback is taken into account in the company’ s decision making and development.
Processes to remediate negative impacts and channels for consumers and end-users to raise concerns Each subsidiary is responsible for the procedures to address and remediate negative impacts on consumers and end users arising from the Group’ s products. Such grievances are handled by the respective subsidiaries and may be resolved in various ways, for example through repair, replacement of the product, or a price reduction
The effectiveness of the remediation is not assessed, but the procedures allow for dialogue with the affected consumer or end user until the case is resolved. Complaints and claims are taken into account to improve quality and product safety in the development of the product range.
Through the Group’ s whistleblower portal, all stakeholders to anonymously report concerns. The process for handling such cases is described in more detail under S1-3: Processes to remediate negative impacts and channels for own workers to raise concerns.
Taking action on material impacts on consumers and end-users, and approaches to managing material risks and pursuing material opportunities related to consumers and end-users, and effectiveness of those actions New Wave Group have, during the reporting year, not defined any targets but focused on a number of key activities related to improving product safety, traceability and transparency. These activities are ongoing and form part of the Group’ s systematic product development and production, and therefore no specific end dates have been set. In the statement, these activities are referred to as " actions ", although they do not meet the ESRS definition of an " action ". The Group intends to define more structured actions together with more developed targets going forward.
Actions:
# Product safety and quality: The Group’ s products are tested through accredited testing institutes or through internal evaluations to ensure that they meet or exceed relevant quality and safety standards, particularly with regard to chemicals. Requirements and procedures are set out in the Supplier Handbook and its appendices, which are described in general terms under E1‐2: Policies related to climate change mitigation and adaptation. For products sourced through the Group’ s sourcing offices, are the offices responsible for ensuring compliance with these processes. For products from other suppliers, the respective subsidiary is responsible for ensuring that the processes are followed.
# Access to product information, traceability and transparency: To ensure access to accurate product‐related information, such as origin and content, the Group is working to implement system support for supply chain mapping, management of product‐related information, and the development of digital product passports. The Group’ s IT department, together with the sustainability department, is responsible for the implementation.
The actions primarily cover the upstream value chain and the Group’ s own operations but also have an impact downstream. The actions are expected to protect consumers and end users, mitigate related reputational risks for the Group, and support opportunities associated with this.
Associated costs consist of annual licensing fees for system support and internal time for implementation. At present, these costs are not considered significant in relation to the Group’ s size and ordinary cost base. The measures are therefore implemented without requiring significant operating expenditure( OpEx) or capital expenditure( CapEx).
Targets related to managing material negative impacts, advancing positive impacts, and managing material risks and opportunities The Group has not yet established Group‐wide measurable and outcome‐oriented targets for managing the material impacts, risks and opportunities related to consumers and end‐users. This is primarily due to the Group’ s decentralized organizational structure, in which responsibility for product development, assorting decisions and compliance with product‐specific requirements largely is placed at the subsidiary level.
The processes to develop a common target are at an early stage and are initially focused on harmonizing practices, processes and product‐related information- a process supported through the development of digital product passports. The Group assesses that conditions for enabling Group‐wide targets may be in place within the following years, once common principles, data foundations and governance models have been established.
088 // ANNUAL REPORT