Contents Foreword Management report Corporate governance Consolidated Financial Statements Company Financial Statements Pillar 3
Disclosure
Location of Disclosure 2016 Identified Omission(s)
Reason(s) for
Omission(s)
Product and service labeling
G4-DMA
Generic Disclosures on Management
Approach
Policies for the fair design and sale of
financial products and services
Initiatives to enhance financial
literacy by type of beneficiary
We inform customers about product risks using financial brochures: www.afm.nl/
nl-nl/consumenten/ themas/advies/verplichte-info/fb
We monitor their success using the confidence indicator: https://www.rabobank.
nl/particulieren/over-rabobank/vertrouwensmonitor/
We enhance financial literacy through the Rabobank Foundation https://www.
rabobank.com/en/about-rabobank/in-society/rabobank-foundation/employees-
fund/themes/education.html
G4-PR3
Type of product and service
information required by the
organisation's procedures for
product and service information
and labeling, and percentage of
significant product and service
categories subject to such
information requirements
www.rabobank.nl/particulieren/voorwaarden/
100% for services in the Netherlands
https://www.rabobank.com/en/products-services/index.html
100% for services abroad
G4-PR4
Total number of incidents of
non-compliance with regulations
and voluntary codes concerning
product and service information and
labeling, by type of outcomes
Number of incidents of non-compliance with regulations resulting in a fine or
penalty 0
Number of incidents of non-compliance with regulations resulting in a warning 1
Number of incidents of non-compliance with voluntary codes 0
G4-PR5
Results of surveys measuring
customer satisfaction
Annual report: Our output and impact: Improving performance: Customer
satisfaction
Appendix 2: Sustainably Succesful Together: Retail customers: KPI 8- 10
Customer privacy
G4-DMA
Generic Disclosures on Management
Approach
Annual report: Balancing risks and returns
https://www.rabobank.com/en/footer/privacy/index.html
G4-PR8
Total number of substantiated
complaints regarding breaches
of customer privacy and losses of
customer data
Number of complaints received concerning breaches of customer privacy from
outside parties and substantiated by the organisation (number) 2144
Number of complaints received concerning breaches of customer privacy from
regulatory bodies (number) 2
Number of identified leaks, thefts or losses of customer data (number) 56
Compliance (product responsibility)
G4-DMA
Generic Disclosures on Management
Approach
Rabobank attaches great value to the quality of its products and services. Good
products are good for both customers and Rabobank. This means that in designing
and maintaining products all interests, risks and legal requirements are properly
weighed. Recent regulation puts in place extra requirements in the area of Treating
Customers Fairly (TCF). The global policy TCF contains three principles on products
governance:
1. Rabobank has in place a standard governing the development and periodical
review of its products and services.
2. Rabobank strives to develop a range of products and services that is useful and
comprehensible to the intended target market.
3. Rabobank seeks to provide products and services that are well designed,
suitable/appropriate, useful, fairly priced and fit for the intended target market.
The Compliance expertise center on Treating Customers Fairly is owner of the
global policy and responsible to monitor on new laws and regulations for which
the standard should be updated.
G4-PR9
Monetary value of significant fines
for non-compliance with laws and
regulations concerning the provision
and use of products and services
EUR 850.000
Productportfolio
G4-DMA
Generic Disclosures on
Management Approach
Policies with specific
environmental and social
components applied to business
lines
Procedures for assessing and
screening environmental and
social risks in business lines
Processes for monitoring
clients' implementation of and
compliance with environmental
and social requirements included
Rabobank Sustainability policy framework https://www.rabobank.com/en/
images/sustainability-policy-framework.pdf
Annual report: Working with clients on sustainability risks and opportunities:
Introduction, ESG risks and opportunities for corporate clients, Client photo
Annual report: Stimulating sustainable agriculture: Introduction
Annual report: Supporting the vitality of communities: Rabobank Foundation and
Rabo Development
Annual report: Promoting a circular economy: Circular economy: Three concrete
initiatives, Sustainable bonds and Rabo Groen Bank B.V.
Appendix 4: Dialogue with social welfare organisations and dialogue with clients:
Dialogue with Clients: Dialogues with clients in 2016 (table)
in agreements or transactions
Processes for improving staff
competency to implement the
environmental and social policies
and procedures as applied to
business lines
Interactions with clients investees
business partners regarding
environmental and social risks and
opportunities
146 Rabobank Annual Report 2016
