Electric Utilities Sector Supplement - Global Reporting Initiative

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Product Responsibility Product Responsibility Performance Indicators address the aspects of a reporting organization’s products and services that directly affect customers, namely, health and safety, information and labeling, marketing, and privacy. These aspects are chiefly covered through disclosure on internal procedures and the extent to which these procedures are not complied with. Disclosure on Management Approach Provide a concise disclosure on the following Management Approach items with reference to the Product Responsibility Aspects: • Customer Health and Safety; • Product and Service Labeling; • Marketing Communications; • Customer Privacy; • Compliance; • Access; and • Provision of Information. Goals and Performance Organization-wide goals regarding performance relevant to the Product Responsibility Aspects. Use organization-specific Indicators (as needed) in addition to the GRI Performance Indicators to demonstrate the results of performance against goals. Policy Brief, organization-wide policy (or policies) that defines the organization’s overall commitment to the Product Responsibility Aspects, or state where this can be found in the public domain (e.g., web link). EU Sustainability Reporting Guidelines & Electric Utility Sector Supplement Training and awareness Procedures related to training and raising awareness in relation to the Product Responsibility Aspects. Monitoring and Follow-Up Procedures related to monitoring and corrective and preventive actions, including those related to the supply chain. List of certifications for product responsibilityrelated performance or certification systems, or other approaches to auditing/verifying the reporting organization or its supply chain. Additional Contextual Information Additional relevant information required to understand organizational performance, such as: • Key successes and shortcomings; • Major organizational risks and opportunities; • Major changes in the reporting period to systems or structures to improve performance; and • Key strategies and procedures for implementing policies or achieving goals. Electric Utility Sector-Specific Disclosure on Management Approach Aspect: Access Co r e EU23. Programs, including those in partnership with government, to improve or maintain access to electricity and customer support services. Aspect: Provision of Information EU24. Practices to address language, cultural, low literacy and disability related barriers to accessing and safely using electricity and customer support services. Co r e EU RG & EUSS EU Organizational responsibility The most senior position with operational responsibility for Product Responsibility Aspects, or explain how operational responsibility is divided at the senior level for Product Responsibility Aspects. This differs from Disclosure 4.1, which focuses on structures at the governance level. RG Version 3.0/EUSS Final Version 51
RG & EUSS Sustainability Reporting Guidelines & Electric Utility Sector Supplement Product Responsibility Performance Indicators Aspect: Customer Health and Safety A d d PR5 Practices related to customer satisfaction, including results of surveys measuring customer satisfaction. EU Co r e Co r e A d d EU PR1 PR2 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. Electric Utility Sector-Specific Commentary on PR1 Indicator Protocol: For electric utilities the following categories should also be assessed: • Resource planning • Generation • Transmission • Distribution • Use State the processes for assessing community health risks including monitoring, prevention measures and, if applicable, long term healthrelated studies. Identify community health risks that are assessed such as: Compliance with exposure limit(s) to electric fields (in kV per m) and magnetic fields (in μT) where available, for members of the public and employees in the areas in which the reporting organization operates. 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. EU25. Number of injuries and fatalities to the public involving company assets, including legal judgments, settlements and pending legal cases of diseases. Aspect: Marketing Communications Co r e A d d PR6 PR7 Programs for adherence to laws, standards, and voluntary codes related to marketing communications, including advertising, promotion, and sponsorship. Total number of incidents of non-compliance with regulations and voluntary codes concerning marketing communications, including advertising, promotion, and sponsorship by type of outcomes. Aspect: Customer Privacy A d d PR8 Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data. Aspect: Compliance Co r e PR9 Monetary value of significant fines for noncompliance with laws and regulations concerning the provision and use of products and services. Aspect: Access EU26. Percentage of population unserved in licensed distribution or service areas. Co r e Co r e Co r e Co r e EU27. Number of residential disconnections for non-payment, broken down by duration of disconnection and by regulatory regime. EU28. Power outage frequency. EU29. Average power outage duration. EU Aspect: Product and Service Labeling Co r e PR3 Type of product and service information required by procedures, and percentage of significant products and services subject to such information requirements. Co r e EU30. Average plant availability factor by energy source and by regulatory regime. A d d PR4 Total number of incidents of non-compliance with regulations and voluntary codes concerning product and service information and labeling, by type of outcomes. 52 © 2000-2009 GRI
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Electric Utilities Sector Supplement - Global Reporting Initiative

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