Organizational Strategy - Sustainable Development - L'Oréal

10 L’oréaL - GrI DaTa SHEETS 2011
PR2
In the area of controlling compliance with regulations and voluntary codes on the health and safety impact of our products, there have
been no cases of non-compliance to our knowledge.
L’oréal has a cosmetovigilance network, with teams present in the majority of the markets where it operates, including those markets
where there are no cosmetovigilance requirements. The mission of this network is to record any analyse all cases of adverse events related
to the use of one of L’oréal’s commercialised products. This network thereby monitors and analyses all incidents that arise following the
use of L’oréal’s products. In 2011, this network did not register any cases of non-compliance with product safety and consumer health
regulations.
For over 25 years, L’oréal has been monitoring the safety of its commercialised products. This monitoring is an integral part of group
policy and internal control regulations. This strategic activity is currently performed by dedicated teams: centrally by the International
Post-marketing Surveillance Department and locally by a multidisciplinary international network devoted to this task. This network has 99
employee physicians, pharmacists, biochemists, toxicologists and scientists in 53 countries.
The goal of this organization is to analyse and exploit the post-marketing surveillance data of all commercialised L’oréal products to
optimise their safety profile and rational use as well as to ensure continuing consumer benefit and compliance with current regulations.
In addition to working closely with the International Consumer relations Department and the Local Consumer opinion Department,
the main missions of the post-marketing surveillance organization is to collect and analyse adverse events spontaneously reported by
consumers, to assess each reported case and to determine whether or not the product in question was the cause. The exploitation of
the post-marketing surveillance data helps detect signals and anticipate and prevent risks. It also serves as a guideline for those teams
responsible for pre-marketing safety.
PRODUCT AND SERVICE LABELLING
I. CONTENTS
CORE
II. STATE OF THE L’ORéAL’S POLICY IN 2011
PR3
PR3
Type of product and service information
required by procedures, and percentage
of significant products and services subject
to such information requirements.
all L’oréal brands have websites where consumers can find information on product composition and quality.
L’oréal provides various types of information to its customers: Business-to-authority (B2a), Business-to-Business (B2B) and Business-to-
Consumer (B2C), on a voluntary (V) or obligatory (o) basis.
• o B2a regulatory dossiers for the commercialisation of products or for notifications 100% of the commercialised products comply with
these requirements.
Systematically applied.
• o B2B Transmission of product composition sheets to help physicians fulfil their occupational medicine obligations (INrS – French Institute
of research and Safety).
• o B2C Information related to the known potential adverse events following the use of products or to composition data. In Europe,
providing this information is required upon explicit consumer request. The time lapse to response cannot exceed 21 days. responses are
provided to 100% of the requests received.
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ADD
PR4
Total number of incidents of non-compliance
with regulations and voluntary codes
concerning product and service information
and labeling, by type of outcomes.
PR5
Practices related to customer satisfaction,
including results of surveys measuring customer
satisfaction.