Material issues

Materiality

In June 2020, a materiality analysis was carried out in order to update the issues defined three years earlier. The result was approved by the Sustainability Committee, linked to the Board of Directors and the Management Committee through the figure of its presidency, which is held by the Deputy General Management. The number of material issues has increased with the incorporation of critical issues related to sustainable finance or climate change.

Customer experience

Customer at the centre of strategy. Procedures which offer a consistent and excellent service to the customer through the various channels of communication. Procedures which enable customers to raise their complaints, comments and claims.

Data protection. Cybersecurity

Mechanisms to protect customer data and resources in a business with increasing use of technology in contracting processes where large-scale data are handled.

Innovation

Innovation in products, services and management systems, the development of digital transformation and an internal innovation culture.

Corporate governance

Good governance practices, such as the presence of independent advisors and the existence of appointment and assessment policies and monitoring of recommendations of the CNMV good governance code of listed companies.

Ethics, integrity and transparency

Commitment through the code of conduct, the fight against corruption, bribery and fraud. Financial and nonfinancial accountability, corporate communication.

ASG risk management

Management of environmental, social and corporate governance risks that can influence compliance with financial obligations and affect credit soundness. Verification of regulatory compliance, including reporting. The Group is a member of the United Nations Environment Programme Finance Initiative (UNEP-FI) and a signatory of the Principles for Sustainable Insurance (PSI).

Responsible investment and products

Issues related to sustainable finance are critical to the Group's new materiality, which will act as a resource channel towards a low-carbon economy through its investments and its portfolio of products and services. The Group has signed the UNPRI Principles for Responsible Investment.

Climate change and environmental management

The impact of the Group's activity, even if it operates in a non-energy intensive sector, is managed and measured as part of its responsibility. The climate change strategy takes into account the risks and opportunities for the business.

Attracting, developing and retaining talent.

Training and professional development plan. Performance assessment processes. Motivation for employees to apply their skills in the development of innovative services or products.

Quality employment

Employment stability. Implementation of measures to guarantee diversity, equal opportunities and non-discrimination in the workplace.

Safety and health

Evolution from a partial health management model to a comprehensive health concept, which includes physical, mental and social well-being. Support for research in matters of health.

Management of service providers

Application of sustainability principles in relation to collaborators and suppliers. Special attention is paid to the group of mediators and other service providers such as workshops, repairers, medical and legal networks due to their importance in the business model and value chain.

Commitment to society

Social action strategy, including donations, investments in the community, support to universities or other institutions, corporate volunteering.

Development of local communities

Positive social impact through the use of local suppliers, support for training and inclusion of groups at risk of vulnerability. Public information on the contribution to the Sustainable Development Goals (SDGs).

Human Rights

Strict observation and monitoring of human rights beyond legal compliance becomes a material matter. This commitment is formally reflected in the code of ethics and in adherence to the Global Compact.

Social and environmental scope of Grupo Catalana Occidente

Social and environmental structure

The material issues in Grupo Catalana Occidente are economic, environmental and social issues that are considered significant for sustainability. These matters influence the decision-making of stakeholders and constitute the basis on which the Corporate Responsibility Plan has been defined, its initiatives being grouped around three fundamental core ideas: trust, excellent service and positive impact.

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Fundación Jesús Serra

Fundación Jesús Serra supports initiatives in the fields of research, business and education, social action, sport and the promotion of art and culture.