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[PR-DMA] [G4-8] Customer focus is one of the two major directions of the TAURON Group’s sustainable development strategy.

That we care for over 5.5 million customers of Distribution and 5.3 million customers of Sales is shown by the vision of the TAURON Group, according to which we aspire to being the best company in addressing customer needs in the Polish power industry.

Number of individual customers and business clients
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[G4-EU3] USER TYPE Sales Area Transmission and Distribution
Individual 4 915 285 4 974 079
Business (including institutions) 404 441 500 108
TOTAL 5 319 726 5 474 187

Customer service standards in the TAURON Group

The customers’ opinions are very important, therefore TAURON has been analyzing their satisfaction for several years, especially taking into consideration service quality in all the contact channels. The surveys are made separately for individual customers, business clients and small and medium-sized enterprises (SME).

Results are increasingly better from one year to another, making TAURON a leader of the industry. The customers’ satisfaction goes together with their increasing loyalty, which particularly shows that in the times of intensified competition our customers put their trust in us.

In 2016, a satisfaction survey for TAURON Obsługa Klienta was carried out by TNS Polska.

Results of the customer satisfaction survey
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[G4-PR5] 2016 2015 2014
Customers satisfied with their cooperation with TAURON 80% – individual clients 79% – individual clients 76% – individual clients
73% – SME customers 70% – SME customers 72% – SME customers
75% – business clients 75% – business clients 72% – business clients
Customers satisfied with the service 82% – individual clients 80% – individual clients 81% – individual clients
76% – SME customers 76% – SME customers 76% – SME customers
84% – business clients 83% – business clients 81% – business clients
Individual customers' satisfaction and loyalty
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Meeting the needs of disfavored customers and sensitive users

TAURON takes numerous actions for disfavored customers by, among others, adjusting stationary Customer Service Points (POK) to the needs of disabled persons (ramps, waiting rooms), prepares websites to suit the needs of the visually impaired, has POK employees learn English so as to be able to serve customers who do not speak Polish.

Among sensitive groups are also seniors, therefore, in 2016, the Team of the Customer Ombudsman at TAURON Polska Energia continued the campaign Electricity for Seniors, which started a year before.

The initiative aims to educate seniors, who are particularly vulnerable to actions of unfair electricity sellers. The campaign is based on cooperation between sectors – business, public administration represented by consumer ombudsmen, third age universities, senior clubs and associations of old age and disability pensioners. Within the framework of the campaign, both lectures for large audiences and small educational meetings are organized. By the end of 2016, 11 workshops were conducted during which about 600 seniors were educated.

The campaign Electricity for Seniors was awarded a distinction by the Responsible Business Forum as one of 10 best educational campaigns conducted by a business entity in Poland.

In 2016, the Team of the Customer Ombudsman at TAURON Polska Energia started to cooperate with social assistance center and to organize workshops for family assistants, social workers and other works of these units.

Pilot workshops were highly rated, therefore it was decided to continue the campaign in 2017. The workshops will be conducted in the operating area of the TAURON Group in four voivodeships: Lesser Poland, Silesia, Opole and Lower Silesia.

"Electricity for Seniors" workshops
"Electricity for Seniors" workshops
"Electricity for Seniors" workshops

Complaints handling

Complaints are valuable sources of information about the quality of provided services. They are received by traditional mail, email, telephone, through forms found on the website and through the eBOK [e-Customer Service Office]. Then they are registered in the SOD/ZEFIR system.

We treat any comments and complaints seriously – the time for and the way of responding are defined by restrictive internal procedures. According to them, any signal from a customer about our services is carefully analyzed to identify correctly the cause of discrepancies and define the place where they arose. Any occurrence of irregularities is reported to the relevant department, which is responsible for corrective measures aiming to handle the complaint and reply to it.

The final effect are preventive measures to make it possible to avoid such situations in the future. Diagnosed cases, taken corrective and preventive measures are included in diagnostic sheets of causes of complaints, which are cyclically verified with respect to their repeatability.

To fully understand the customer’s perspective, workshops prepared on the basis of complaints have been conducted in TAURON Dystrybucja and TAURON Obsługa Klienta since 2013. Causes and possible alternative solutions are analyzed together with employees of the areas which a given complaint referred to.

The above procedures implement the idea of a learning organization.

Responsibility towards the customer

[G4-PR8] Introducing any conveniences and improvements, we attach great importance to the security of our customers’ data.

In 2016, there occurred one internal incident registered by the IT Security Department in TAURON Obsługa Klienta, where the identified cause was attributable to the company. At the same time, similarly to the year before, [G4-PR8] no customer data were lost in the TAURON Group.

In 2016, the AUMS EDO central billing system, implemented by TAURON Obsługa Klienta, was awarded in the “Lider 2015” competition organized by Gazeta Bankowa magazine. The system belongs to cutting-edge IT solutions in Poland.

A central billing system is easier to manage, generates lower costs, and, first of all, is safer than distributed systems (it replaces 12 separate solutions). The AUMS EDO system made it possible to standardize documents, settlement types and service processes. As a result, customers will receive comprehensive services no matter which way of communication with the company they will choose.

An increase in the quality of the services provided by TAURON Obsługa Klienta is confirmed by customer satisfaction indexes, constantly on the rise, as well as by the Consumer Service Quality Certificate awarded to the company by the Federation of Consumers in September 2015.

We constantly develop the offering in response to customer needs

TAURON systematically studies and analyzes customers’ expectations and on these grounds it constructs product offerings.

Innovative products on the Polish energy market “Serwisant 24h” [Repair and Maintenance 24/7] and “Prąd z Elektrykiem 24h” [Electricity with an Electrician 24/7], used by over half a million customers, proved successful. The packages offered to date were expanded to include services of glazier, locksmith and plumber. The selection of just these three professionals was preceded by an analysis of the market of repair and maintenance services. The analysis showed that services of these professionals are most frequently ordered by customers.

Furthermore, customers have guarantees in the new packages of what they have valued in the TAURON Group’s services to date. “Prąd z Serwisantem 24h PLUS” combines an attractive electricity price with repair services of the electrical installation as well as household appliances, home electronics, PC and office equipment. A service offered on similar terms and conditions is “Gaz z Serwisantem Gazowym 24h PLUS” [Gas with a Gas Technician 24/7 PLUS]. This concerns repairs of gas systems and equipment. The above services are addressed to households and the sector of small and medium-sized enterprises.

For business clients, especially important is support and advice. Therefore TAURON Sprzedaż delegated dedicated consultants to serve this category of customers and support them to choose the most advantageous solutions connected with purchasing electricity.

In 2016, TAURON Wydobycie introduced to its offering a new high quality coal fuel – ekogroszek [eco-pea coal]. TAURON Ekogroszek is a product distinguished by very good quality parameters and an attractive price. The high calorific value (26 MJ/kg), low sinterability index and minimum amount of ash produced during firing guarantee effective heating, consumption of small amounts of raw material and fail-safe operation of heating equipment. The product also holds a quality certificate from the Institute for Chemical Coal Processing.

At present, a customer may be also a prosumer, so not only a user of electricity but also a partner who resells it. TAURON Fotowoltaika ensures that producers of solar energy are connected to the grid quickly and without problems, makes it possible to finance the system construction in convenient installments and guarantees collection of surpluses of produced electricity.

We observe high ethical standards in communication

At present, in the conditions of extremely high and frequently aggressive competition on the market, genuine and durable relations with a customer are founded on mutual trust.

Having made such an assumption, we construct offering so as to show clearly advantages following from choosing it, at the same time clearly presenting the rights and responsibilities resulting from signing a sale agreement. In case of questions or doubts, a customer may always contact a TAURON consultant on 555 444 555 to receive any needed information.

At TAURON Sprzedaż, work is going on to prepare internal procedures systematizing sales communication. Currently, each offering is consulted in detail with the company’s legal department, which verifies its transparency and compliance with law, i.e.:

  • Unfair Competition Fighting Act;
  • Unfair Market Practices Prevention Act;
  • Competition and Consumer Protection Act;
  • Civil Code;
  • Act on the Protection of Certain Consumer Rights and on the Liability for Damage Caused by a Dangerous Product;
  • Personal Data Protection Act.

[G4-PR4] [G4-PR7] In 2016, in the TAURON Group, there was not a single case of marketing communication or service or product marking that would fail to comply with law to the extent that the company would have pay a fine.

In Poland, over 45 companies hold licenses for electricity supply, but merely 7 of them may boast of the title of Certified Energy Seller awarded by the Energy Supply Association (TOE) based on audits conducted by TÜV Rheinland Polska. During the procedure of awarding the certificate, it is verified that the given company satisfies the requirements specified in the document Best Practices of Electricity Sellers. TAURON Sprzedaż received the above prestigious certificate in April 2015.

Channels of communication with the customer

Various groups of customers prefer different tools and channels of communication. Our aim is to ensure that our present and future customers have an easy access to information.

We are available:

  • on the telephone for Customer Telephone Service on:
    • 32 606 0 606 – customer service; business days from 7:00 a.m. to 6:00 p.m.;
    • 991 – energy emergency service; 24/7;
    • 555 444 555 – offering and promotions; business days from 7:00 a.m. to 6:00 p.m;
  • in Customer Service Points – stationary points in 36 cities and towns within the distribution area of TAURON; open on business days from 8:00 a.m. to 4:00 p.m.;
  • online:
    • eBOK – electronic Client Service Office; available 24/7 after logging on;
    • eBiuro for companies – 24/7 access to invoices and reports on energy use;
    • website – on the company’s website, there is a contact form available; after filling it out, a TAURON employee contacts the customer to solve the problem.

For many years, TAURON Dystrybucja has organized educational activities regarding rules of safety and first aid and has built awareness of hazards connected with the incorrect use of electricity. Information on the above may be found HERE.

A flagship educational and information campaign which has won many awards in contents of corporate social responsibility is the program Bezpieczniki TAURONA (TAURON’s Safety Fuses).

TAURON’s Safety Fuses. Włącz dla dobra dziecka (Switch it on for the child’s good) is a program addressed to primary school children from the operating area of TAURON Dystrybucja. In the program, free-of-charge educational classes on safety are taught. The program also includes educational events held during outdoor and scientific events.

Also the TAURON’s Safety Fuses. Włącz w pracy [Switch it on at work] is a program to promoting safety rules to prevent exposure to electric shocks. The initiative is addressed mostly to employees of repair and construction companies and home handymen. The program instructs, among other things, how to respond correctly and provide first aid to victims of electric shock. In addition, information flyers and posters are also published, training courses conducted and joint conferences organized with the Technical Supervision Office and State Labor Inspectorate.

GOOD PRACTICE – TAURON’s Safety Fuses. Switch it on for the child’s good

The program is addressed to primary school children from the operating area of TAURON Dystrybucja. It includes free-of-charge educational activities on safety taught from materials prepared by the teachers. Another element of the program are educational events held during outdoor and scientific events. In the 2015-2016 school year, about 44 thousand schoolchildren were trained during 1,332 classes in 498 schools. In addition, 15 educational events were organized.

White certificates white certificates "White" certificates "white" certificates Certificates confirming the saving of a specific quantum of energy as a result of completing investments to enhance energy efficiency.
Biomass biomass Denotes a biodegradable fraction of products, waste and residue from agricultural and forestry production and related branches of industry, including fishing and aquaculture, and biogas and a biodegradable fraction of industrial and communal waste.
Sub peak power generation units sub peak power generation units Power generation units used during a period when the power system has a higher demand for capacity. Power generation units in this class are used from 2000 to 4000 hours a year.
Peak power generation units peak power generation units Power generation units used only during a period when the power system has the highest demand for capacity. Power generation units in this class are used fewer than 2000 hours a year.
Blue certificates blue certificates "Blue" certificates "blue" certificates Certificates confirming the generation of energy from agricultural biomass.
CAPEX Capital expenditures.
Red certificates red certificates "Red" certificates "red" certificates Certificates confirming the generation of energy in highly-efficient coal co-generation.
Net debt net debt Liabilities for loans and borrowings less cash and cash equivalents.
Dividend dividend Portion of a company’s net earnings per share designated for payment to shareholders.
EBITDA Earnings Before Interest, Taxes, Depreciation and Amortization.
Electromobility electromobility Using electric vehicles, both individual vehicles such as an electric car, electric scooter, electric motorcycle and electric bicycle and public transport means: trams, trolleybuses and trains. The assumptions for the Electromobility Development Plan and the domestic framework for the policy of alternative fuel infrastructure development call for there being one million electric vehicles on Polish roads by 2025. TAURON is conducting research and analyses on developing, promoting and disseminating electromobility among Polish nationals, developing the electromobility industry in Poland and in particular collaborating in launching and implementing the findings of scientific and technical work in this area. Moreover, jointly with PGE, Energa and Enea, TAURON has submitted an application to the Office of Competition and Consumer Protection to receive a permit to establish a company called ElectroMobilityPoland to create grounds for developing electromobility.
EMAS EMAS Eco Management and Audit Scheme, an EU instrument to encourage all types of organizations to improve their environmental protection constantly. Functions on the basis of Regulation (EU) no. 1221/2009 of the European Parliament and of the Council of 25 November 2009 on the voluntary participation by organizations in a Community eco-management and audit scheme (EMAS). The EMAS requirements constitute guidelines for organizations to structure their environmental protection duties, optimize costs and effectively manage energy and resources. EMAS is also a system for reporting an organization’s environmental impact making it easier to conduct dialogue in this area with stakeholders. Registration in the EMAS system means that an organization has satisfied the most rigorous environmental requirements.
Prosumer energy prosumer energy Generation of electricity, chiefly for one’s own needs and on a small-scale in installations harnessing renewable energy sources. Households and businesses that do this are called prosumers, meaning that they simultaneously play the role of energy producer and consumer.
Energy from distributed sources energy from distributed sources energii ze źródeł rozproszonych energetyka rozproszona rozproszone wytwarzanie generacja rozproszona energetyki rozproszonej generacji rozproszonej distributed energy Generation of energy by small generation units or facilities connected directly to distribution grids or located in the user’s electrical energy grid that usually generate electricity from renewable energy sources or non-conventional sources, frequently in cogeneration with the generation of thermal energy (distributed cogeneration). The following parties, for instance, may be part of a distributed generation grid: prosumers, energy cooperatives and municipal power plants.
Purple certificates purple certificates "Purple" certificates "purple" certificates Certificates confirming the generation of energy from methane captured in mines.
grid parity Grid parity Signifies the equivalence of the production costs of renewable energy with the energy generated in conventional power plants.
TGE’s FCM Indices Towarowa Giełda Energii (TGE) is the power exchange running the following markets: electricity (Forward Commodity Market - FCM), Day-Ahead Market - DAM, Intraday Market - IDM) and gas (FCMg, DAMg) and the Property Right Market.
smart metering Smart metering Comprehensive and integrated information system encompassing electrical energy smart meters for users of energy, telecommunication infrastructure, central database and management system. Smart metering systems support two-way communication in real time between information systems and electronic electricity meters installed in customers’ locations. Moreover, they may automate the entire billing process for energy users - from obtaining metering data to processing and aggregating them to issuing invoices.
Stakeholder stakeholder stakeholders Natural or legal entity (individual, community, institution, organization, office etc.) which may affect the company or remain under the influence of its actions.
IoT Internet of Things – concept according to which clearly identified objects may directly or indirectly collect, process or exchange data via computer network.
Emergency Cold Reserve IRZ Mechanism introduced by the transmission system operator in 2016. It involves the TSO paying the owners of generation sources which are planned to be withdrawn for keeping them ready to run in response to the operator’s instruction during the anticipated periods of capacity shortage.
ISO 14001 PN-EN ISO 14001:2005 standard PN-EN 14001 standard One of the ISO standards used in managing environmental protection. This standard designated for all organizations regardless of their type and size defines the requirements whose satisfaction supports the achievement of environmental (for instance preventing the emission of pollutants) and economic objectives.
Covenant covenant Contractual clause, order or ban imposed on a borrower to minimize the risk of its invsolvency. Covenents most frequently constitute protection for sources of debt payment to creditors, e.g. by banning further borrowing or disposing of assets.
Aggregate aggregate Bulk organic or mineral material used mainly to produce construction mortar and concrete and build roads.
HV and MV Lines linii WN i SN sieci WN i SN HV - high voltage grid in which the voltage ranges from 110 kV. This grid is used to transmit electrical energy over large distances. MV - medium voltage grid, i.e. an electrical energy grid in which the electrical voltage ranges from 1 kV to 110 kV. Medium voltage is broadly used in electrical energy grids to transmit electrical energy over medium distances and switch energy. It is used as an intermediate voltage between high voltage and low voltage connected to end-users.
Customer loyalization customer loyalization Strategy to acquire and retain customers in this time of growing competition.
Micro-grid micro-grid Electrical energy micro-grid – set of generation equipment, electrical energy storage and receiver units connected in a joint network to ensure the reliable supply of electrical energy and minimize its cost.
Micro-cogeneration micro-cogeneration Technological process involving the cogeneration of thermal and electrical energy based on the utilization of small-scale equipment and medium capacities. Micro-cogeneration may be employed in all facilities in which there is a concurrent need for electrical and thermal energy. The greatest benefits from employing micro-generation are obtained in facilities in which the demand for these two types of energy does not oscillate much or is constant. That is why individual users, hospitals and educational centers, sports centers, hotels and public utilities are usually the most frequent users of cogeneration systems.
MSCI Emerging Markets Europe 10/40 Index Index comprising key companies listed on emerging markets in Europe.
MSCI Poland Index Index comprising more than 20 key companies listed on the Warsaw Stock Exchange.
Best Available Technology BAT The most efficient and sophisticated level of technology development and methods for conducting a given business. BAT are defined for various branches of industry. In the energy sector BAT forms the basis for determining borderline emission quantities, among others, to eliminate, or if that is not practicable, limit emissions and their overall environmental impact.
Sensitive user sensitive user According to the Act entitled Energy Law, a sensitive user is a person to whom a housing allowance has been awarded and who is a party to a comprehensive agreement or electricity sale agreement and who lives in the place where electrical energy is supplied.
Impairment losses impairment losses Losses because of the impairment of non-current assets taken in accordance with the regulations of international accounting IFRS (MSSF) standard.
Corporate Social Responsibility CSR Corporate Social Responsibility – business philosophy and management strategy calling for an organization to take responsibility for the impact exerted by its decisions and actions on society and the environment. Its foundations are rooted in ethical and transparent conduct, taking into consideration the expectations of stakeholders and cultivating good long-term relations with the overall environment. Corporate social responsibility is one of the key methods of achieving sustainable socio-economic development.
PV cells Photovoltaic cell (PV) – semi-conductor material in which the energy of solar radiation is converted into electrical energy.
omni-channel Omni-channel According to the omni-channel idea, the future of commerce is to conduct online sales while simultaneously encouraging customers to make traditional purchases. Online and offline sales during the digital revolution should fluidly penetrate one another.
Operating Capacity Reserve ORM Mechanism of providing operational reserves by the Centrally Discharged Units (JWCD), where they were able to deliver electricity to the system, but for market reasons were not used. It was implemented in Poland in 2014.
RES Renewable energy sources.
PM-RES Property rights to certificates of energy for electrical energy generated in RES.
Polygeneration polygeneration Parallel generation of energy and chemicals.
RESPECT Index Index consisting of companies listed on the Warsaw Stock Exchange to identify companies managed in a responsible and sustainable manner. It takes into account the quality of reporting, the level of investor relations, corporate governance and liquidity, among others, whereby it simultaneously constitutes a real point of reference to measure the attractiveness of companies as investments.
Balancing market balancing market The balancing market is what is referred to as a technical market. That means it is not a place to sell energy. Its purpose is the physical delivery of the energy purchase/sale agreements executed by participants and balancing the demand for electricity with its generation in real time in the national electrical energy system (KSE). The existence of the balancing market is indispensable for the energy market to function. Entities that buy energy have an obligation to participate in this market.
CATALYST Market Catalyst market Bond market. It is run on the transaction platforms of the Warsaw Stock Exchange and BondSpot.
SAIDI System average interruption duration index in the supply of electricity calculated in minutes per user. It is a reliability index whose value is the sum of the products of interruption duration in energy supply and the number of users affected by the consequences of such an interruption during a year divided by the total number of users connected to a grid.
SAIFI System average interruption frequency index of long interruptions in energy supply. It is a reliability index whose value is the number of users affected by the consequences of all such interruptions during a year divided by the total number of users.
Gangue gangue The rock that is extracted from a deposit of a given mineral that is considered to be unusable waste.
Smart City smart city Smart city is a project involving the implementation of specific solutions exerting a real impact on citizens. One example is supplying tools to urban residents to monitor energy consumption, among others. This is possible thanks to the special platform called eLicznik (eMeter). TAURON supplies smart meters, for instance, under the Smart City Wrocław project.
Smart Home smart home System to control a smart home. SMART HOME technologies control burglar alarms, temperature control and electricity supply systems. This is a real-time power consumption monitoring solution that TAURON offers via a platform to check readings from the smart power meter.
Smart grid smart grid Smart electrical energy grids to facilitate communication between participants on the energy market to supply energy services while cutting costs and enhancing efficiency and integrating distributed sources of energy, including renewable energy.
smart metering Smart metering Smart metering system – electronic system used to measure energy consumption obtaining more information than from a conventional meter, and to send and receive data through electronic communication.
small carbonate sorbent Small carbonate sorbent Fine carbonate sorbent (limestone powder) – is a product derived from the process of dehydrating and profound milling of limestone whose active ingredient is calcium carbonate, CaCO3. Fine carbonate sorbent is used in processes to desulfurize flue gas – to remove SOx.
Enterprise Risk Management System ERM Set of rules, standards and tools to accomplish the fundamental objective of risk management i.e. ensuring the security of the TAURON Group’s operations. This system is regulated by the document entitled Enterprise Risk Management System in the TAURON Group, defining the TAURON Group’s enterprise risk management framework and rules.
Tauronet tauronet TAURON Group’s corporate intranet portal, one of the most important tools of communicating with employees. One of the largest platforms of its type in Poland at the time of publishing this report.
CCS Carbon dioxide capture, transport and geological storage technology.
CCU Capture and use (management) of carbon dioxide, eg. in the the chemical industry.
Smart Technology smart technology Control system in a smart home, among others - it is responsible for the safety and living comfort of residents.
Towarowa Giełda Energii S.A. Polish Power Exchange TGE Towarowa Giełda Energii (TGE) (Polish Power Exchange) is the only licensed power exchange in Poland. Presently, TGE runs the following markets: Day-Ahead Market (DAM), Commodity Forward Market with physical delivery (CFM), Property Rights Market for RES and Cogeneration. TGE also keeps a register of the Certificates of Origin for electrical energy produced in RES and in highly efficient cogeneration sources and the CO2 Emission Allowance Market.
Energy Regulatory Office ERO Government authority regulating the Polish energy market (electricity and gas, among others).
Coal winnings coal winnings The rock material taken from the mine face. It includes the mineral and gangue.
WACC Financial ratio - weighted average cost of capital.
WIBOR Warsaw Inter Bank Offered Rate Warsaw Inter Bank Offered Rate - interest rate used on the Polish interbank market for interbank loans.
WIG Index comprising all the companies listed on the Main Market of the Warsaw Stock Exchange that fulfill the basic criteria for inclusion in its indices.
WIG20 Index comprising the 20 largest and most liquid companies listed on the Main Market of the Warsaw Stock Exchange.
WIG30 Index comprising the 30 largest and most liquid companies listed on the Main Market of the Warsaw Stock Exchange.
WIG-Energy Sectoral index comprising companies participating in the WIG index and simultaneously classified in the energy generation sector.
WIG-Poland National index comprising only the domestic companies listed on the Main Market of the Warsaw Stock Exchange that fulfill the basic criteria for inclusion in its indices.
Underground mining pit underground mining pit Space created as a result of mining works.
Highly-efficient cogeneration high-efficiency cogeneration Generating electrical or mechanical energy and usable thermal energy in cogeneration to save the original energy used in the cogeneration unit in an amount no lower than 10% compared to the generation of electrical energy and thermal energy in separate systems or in a cogeneration unit with an installed electricity capacity under 1 MW compared to the generation of electrical energy and thermal energy in separate systems.
Green certificates green certificates "Green" certificates "green" certificates Certificates of origin, i.e. a document that confirms the generation of electricity with renewable energy sources. The green certificate system has been in force in Poland since 1 October 2005 (and has changed in the new RES Act).
Yellow certificates yellow certificates "Yellow" certificates "yellow" certificates Certificate certifying the origin of energy. Operators of cogeneration units fired with gaseous fuels or with a total installed power source of less than 1 MW may be compensated with yellow certificates.
TPA Third Party Access - TPA is one of the most important principles (besides unbundling) on which the deregulated energy market is founded. TPA gives an energy user the right to buy it from any energy seller of its choosing.
EUA CO2 emission unit.
IFRS International Financial Reporting Standards – standards and their interpretations approved by the International Accounting Standards Board (IASB).
RFX Request for proposal.
Global Reporting Index GRI Independent international organization whose mission is to create a joint global framework for communicating responsibility and sustainable development. The GRI guidelines are an international reporting standard for organizations regardless of size, business sector and venue. Their application gives a guarantee of consistency in terminology and indicators.
International Integrated Reporting Council IIRC The International Integrated Reporting Council is an organization whose purpose is to create globally accepted integrated reporting guidelines based on combining financial, environmental, social and corporate governance reporting in a clear, succinct, coherent and comparable format. It consists of global leaders such as the International Federation of Accountants (IFAC), the International Accounting Standards Board, the United Nations Environmental Program (UNEP), the International Organization of Securities Commissions, the World Business Council for Sustainable Development and the Global Reporting Initiative (GRI).
integrated reporting non-financial reporting standard International integrated reporting standard encompassing financial and non-financial data devised by IIRC.

GRI indicators