Contents Introduction Management report Appendices Corporate governance Consolidated Financial Statements Company Financial Statements
SRS Disclosure
GRI417: Marketing and labeling
417 Management approach
disclosures
417-1 Requirements for product
and service information and
labeling
417-2 Incidents of non
compliance concerning
product and service
information and labeling
417-3 Incidents of non
compliance concerning
marketing communications
GRI 418: Customer privacy
418 Management approach
disclosures
Reference
Our impact on our clients, Bart Leurs, Digital Transformation Officer, More impact thanks to
innovation and digitalisation
103-2 &103-3:
Our impact on our clients, Bart Leurs, Digital Transformation Officer, More impact thanks to
innovation and digitalisation
Our general conditions can be found here: www.rabobank.nl/particulieren/voorwaarden/
Please refer for alignment with rules and regulations to:
https://www.rabobank.com/en/products-and-solutions/requlations/index.html
Omission (if applicable)
103-1:
Increasing customer satisfaction
About Rabobank
Our customers and our services
No data reported as no
complete overview of
incidents is available.
No data available yet as this
indicator is newly added by
transitioning towards the GRI
Standards. For 2018 we will
investigate the possibilities
to report on incidents of
non-compliance concerning
marketing communications.
Identified by, amongst
others, advertising bodies.
Big data privacy
Technology and innovation
Protecting personal data
103-2:
Increasing customer satisfaction
Excellent customer focus
Big data privacy
Protecting personal data
103-3:
Increasing customer satisfaction
Customer satisfaction up in all businesses
418-1 Substantiated complaints The figures reported below are consolidated on group level (to the best of our knowlegde):
regarding breaches of
customer privacy and losses
of customer data
GRI 419: Socioeconomic compliance
419
Management approach
disclosures
Number of complaints received concerning breaches of customer privacy from outside parties
and substantiated by the organisation (number) 8
Number of complaints received concerning breaches of customer privacy from regulatory
bodies (number) 4
Number of identified leaks, thefts or losses of customer data (number) 5169
103-1:
Risk Management, compliance
103-2 103-3:
Risk Management, compliance
419-1 Non-compliance with laws
and regulations in the social
and economic area
No data reported as no
reliable/complete overview
of fines, sanctions and cases
is available. For 2018 we will
investigate the possibilities
to report these figures.
Rabobank Annual Report 2017 - Appendices
125
