Material topics: G2 Sustainability as part of business strategy, F5 Proactive product development, E1 Energy efficiency and renewable energy, E2 Sustainable products and services, E4 Safe products with low environmental impact during use, F3 Customer service and customer satisfaction
All these topics are material for our core business, our competitiveness and our ability to serve our customers. Our vision is “world-class solutions in sustainable energy”. To live according to that vision we do all we can to adapt our product portfolio to climate change and develop our products according to demands, for example the eco-design, REACH and RoHS directives, as well as low carbon economy criteria. We develop products that are energy efficient and primarily based on renewable energy.
NIBE closely monitor market changes, the result of customer surveys and complaint concerning our products. We also set aside funds and resources for research and development.
Customers can file complaint via the responsible sales channel. Procedures to manage customer complaints are well established and proven to be effective.
See Annual report page 29.
Grievance mechanisms are part of our responsibility and our stakeholder dialogue. NIBE take all complaints seriously and strive to prevent reoccurrence of event that might have caused a complaint.
Evaluation of the effectiveness of the grievance mechanism is done locally within the framework of each company's management system. Complaints are also reported at Group level. Should there be an unreasonable quantity of complaints, or repeated complaints about the same issue, there would be cause for an investigation and a site visit from the relevant Group function. All operations have local grievance mechanisms where employees, neighbors, customers or other stakeholders can contact a responsible person that will file their complaint and make sure it is handled correctly. See Annual report page 29