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CORPORATE RESPONSIBILITY REPORT 2011
Product Responsibility Performance Indicators
Nivel de Reporte Páginas
Customer health and safety
PR1
Life cycle stages in which health and safety impacts of products and services
are assessed for improvement, and percentage of significant products and
services categories subject to such procedures.
Par tial
147
PR2
Total number of incidents of non-compliance with regulations and voluntary
codes concerning health and safety impacts of products and services during
their life cycle, by type of outcomes.
Complete
57
Aspecto: Corrupción
PR3
Type of product and service information required by procedures, and
percentage of significant products and services subject to such information
requirements.
Par tial
58
PR4
Total number of incidents of non-compliance with regulations and voluntary
codes concerning product and service information and labeling, by type of
outcomes.
Complete
57
PR5
Practices related to customer satisfaction, including results of surveys
measuring customer satisfaction.
Not reported
Product and service labelling
PR6
Programs for adherence to laws, standards, and voluntary codes related to
marketing communications, including adver tising, promotion, and sponsorship.
Complete
56; 58;
93-94
PR7
Total number of incidents of non-compliance with regulations and voluntary
codes concerning marketing communications, including adver tising, promotion,
and sponsorship by type of outcomes.
Complete
57
Customer privacy
PR8
Total number of substantiated complaints regarding breaches of customer
privacy and losses of customer data.
Complete
57
Compliance
PR9
Monetary value of significant fines for non-compliance with laws and
regulations concerning the provision and use of products and services.
Complete
57
Notes:
CGAR: Corporate Governance Annual Repor t 2011.