Integrity and compliance management

Integrity and compliance management

Eneco applies a (pro)active compliance policy to ensure that it complies with the applicable legislation and regulations.

Integrity

Eneco can only play a leading role in the area of sustainability if it operates to the highest standards of conduct. The Eneco Code of Conduct, which describes the rules, standards at values that apply at Eneco, constitutes the framework for our actions.

In addition to ensuring that the standards are complied with, it is also important to ensure that our values are implemented in the organisation. These values are: customer first, collaboration, building trust and taking responsibility. By using the values to guide our behaviour, together, we will be able to accelerate, strengthen and connect, which is exactly what is required for the implementation of our strategy. Through our behaviour we add value for each other, our customers and partners and the organisation in a distinctive manner.

The starting point for Eneco is to always trust in the positive intentions of its employees in all their actions. We believe that this trust encourages taking responsibility and that it creates a pleasant and safe working environment in which our employees can hold each other accountable if necessary.

Mutual trust between Eneco and its customers is also very important: customer trust is the basis on which we operate. Again in 2015, a lot of attention was given to this mutual trust between employees and customers from the perspective of integrity.

Workshops with managers and employees organised in 2015 were aimed at providing room for further development of these values. This means that, in time, each employee will hold a key to our shared success.

At Eneco, integrity not only relates to stimulating desired behaviour, but also to preventing undesired behaviour, such as discrimination and conflicts of interest, and unlawful activities such as competition-restricting agreements and fraud. Ongoing attention is devoted to fraud detection and handling integrity issues that may arise. We have set up an integrity hotline and four confidential counsellors have been appointed within Eneco Group. Employees who have been the victim of unacceptable psychosocial working conditions such as harassment, discrimination or sexual intimidation can also contact these counsellors.

The number of 244 incidents that were reported to the hotline and the confidential counsellors in 2015 was slightly lower than in 2014. Following a period of some years in which the number of reported incidents increased, due to the higher attention for integrity and higher awareness of the existence of the hotline, this number now appears to be stabilising.

Compliance with legislation and regulations

Not complying with legislation and regulations entails risks relating to our 'license to operate' and customer reputation. Eneco has formulated a compliance policy, carries out an annual compliance programme and has a Compliance Officer who provides support in this area. The Compliance Officer strives to stimulate compliance with legislation and regulations in close collaboration with the Legal and Regulatory Affairs departments. Each business entity also has its own compliance contact point.

There were no significant compliance incidents at Eneco in 2015. Internal assurance is obtained through the In Control statement and audits. Externally, compliance with the law is supervised by a number of supervisory bodies, such as the Authority for Consumers and Markets. Furthermore, Eneco declares that customer information is handled with care. This is also evident from the Code of Conduct Compliance Statement for Suppliers, Metering Companies and Independent Service Suppliers. The statement for 2015 is included in this annual report and can also be found on our corporate website.

At Eneco Energy Trade a Know Your Customer assessment process was introduced in 2015., Before we enter into an agreement, this process is used to check that no integrity issues can arise in connection with the customers that we do business with.

Furthermore, a Data Leaks Hotline was introduced at the end of 2015. A data leak exists if personal data inadvertently falls into the hands of third parties. Reported incidents are assessed by the hotline to determine if it is necessary to report the leak to the Data Protection Authority and if the persons to whom the leaked data relates should be informed.

Reporting data leaks is a new legal obligation as of 1 January 2016. Privacy will also get a lot of attention in 2016 in connection with the new European privacy regulation that will come into effect. This stricter regulation replaces all current privacy regulations.

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