RESPONSIBILITY FOR PRODUCTS AND SERVICES

In 2020, Delta Holding continued to improve its products and services with the aim of achieving good business results and realizing sustainable development goals. The Company improved the quality of products and services, identified and satisfied the needs of buyers, realized a number of lectures for suppliers and carried out inspection of the quality of their products and production processes.

Results on the market are realized in appreciation of needs of internal and external stakeholders. Continuous dialogue and exchange of opinions and experiences with all participants in working and social environment ensure understanding of their expectations and harmonization with the Company’s business strategy. In this manner, we manage to identify appropriate economic and social issues, as well as environmental issues.

The Company has established stable, long-term relationships with suppliers, based on mutual trust and transparency. Suppliers of all members undertake to respect the principles of protection of human and employment rights, which, among other things, oblige them to prohibit child labour, forced labour and abuse at work. Environmental protection principles are also defined, as well as compliance with anticorruption, anti-monopoly principles and business ethics. To ensure the quality of control over raw and processed materials, each supplier is evaluated according to the following:

  • quality and wholesomeness of their products,
  • level of implementation of a quality management system,
  • reliability and
  • quality of delivery.

Products of all members of Delta Holding are appropriately labelled and contain all the necessary information about the origin and quantity of components in their composition, as well as recommendations for safe usage and disposal of packaging. The Company does not trade in illegal or disputed products.

In 2020, there were no complaints in relation to:

  • adverse effects of products or services of member companies on consumers’ health and safety,
  • accuracy and precision of information in marketing campaigns,
  • buyers’ data privacy violation.

In 2020, no complaints were filed with regard to the effect of products and services of member companies on consumers’ health and safety. All products of Delta Holding members are appropriately labelled and contain all the necessary information about the origin and the quantity of ingredients, as well as recommendations for their safe usage and disposal of packaging. No complaints were filed with regard to the accuracy of information in marketing campaigns or customer data privacy breach.

Buyers can submit complaints orally, via telephone, or via email, upon which they are resolved within the statutory term of 8 days or sooner. The staff analyses complaints in detail to verify whether they are justified. Justification of complaints is determined by the analysis of anti-sample and relevant production records. In the event that these data are insufficient, a team is organized to resolve non-conformities. If a complaint is found to be justified, buyer is provided with detailed reasoning and a package of new products. A valid explanation is addressed to the consumer even if a complaint is found unjustified.