Organizational Strategy - Sustainable Development - L'Oréal

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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. 4/6 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.
10 L’oréaL - GrI DaTa SHEETS 2011 • V B2C Miscellaneous consumer requests made through call centres that require regulatory expertise: responses are provided to 100% of the requests received (for example: Does my product contain nanomaterials? Does my product contain animal-based extracts?). In 2011, there were 1,520,422 consumer contacts (vs. 1.5 million in 2010). • B2B Technical information provided to logistics intermediaries (transporters, warehouses) to help them comply with their own regulatory obligations. 100% of the products are covereds. PR4 No formal charges were filed by a competent authority with the courts in 2011 to the group’s knowledge. However, the DGCCrF (General Directorate for Competition, Consumption and Fraud Control) issued a regulatory reminder. This reminder pertained to information on product leaflets that has become obsolete and was consequently considered to be likely to constitute a misleading commercial practice. an area for improvement in this domain may therefore be to contemplate improving document updating response time to ensure that L’oréal communication media are correct at all times. PR5 The Consumer relations Department is a key L’oréal group department. It is responsible for upholding and protecting the reputation and image of L’oréal and its brands, as well as for adapting to changes in the behaviour of the general public and constantly improving communication with consumers. one of the main objectives of the Consumer relations Department is to remain easily accessible to consumers. There are specialised teams whose role consists of ensuring that all consumers can contact us and obtain a response to their questions. Providing a response to each question is a requirement that enables L’oréal to position itself as a recognised beauty authority. L’oréal is currently conducting an audit of the Consumer relations Department with the Forrester Company to position and redefine this department’s organization within L’oréal. THE MISSIONS OF THE CONSUMER RELATIONS DEPARTMENT ARE: • To effectively communicate with the general public: listen, advise, support and educate are the watchwords for each consumer who enters into contact with L’oréal. • To resolve disputes: responsibly and effectively manage disputes as soon as they arise and find a solution that satisfies both consumers and L’oréal. • To constantly communicate with the marketing teams: allow them to benefit from the public’s experience to constantly improve their products and consistently deepen their understanding of consumers. • To anticipate current affairs topics and ensure that awareness is raised at L’oréal on the subjects and issues that emerge from society. In 2011, the Consumer relations Department processed over 1.5 million contacts. There are 53 Consumer relations Departments in the L’oréal group. These departments cover 68 countries and have 404 employees devoted to consumer relations. MARKETING COMMUNICATIONS I. CONTENTS CORE PR6 Programmes for adherence to laws, standards, and voluntary codes related to marketing communications, including advertising, promotion, and sponsorship. 5/6 ADD PR7 Total number of incidents of non-compliance with regulations and voluntary codes concerning marketing communications, including advertising, promotion, and sponsorship by type of outcomes.
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Organizational Strategy - Sustainable Development - L'Oréal

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