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Incorporating the perspective of affected communities in PZU Group's activities
PZU Group does not have one single unified process for cooperating with affected communities. Each PZU Group entity implements initiatives based on internal policies and guidelines and tailor their actions to identified social needs. PZU Group’s initiatives are structured and conducted on a recurring basis. PZU Group takes varied approaches to gather insights from affected communities. PZU Group organizes ongoing communication, collects stakeholder feedback and analyzes research and needs assessment mechanisms that allows for better alignment of aid, preventive, and educational programs. Information about the problems and needs of these communities is collected through various communication channels, including cooperation with the relevant departments of PZU Group, contact with units responsible for sales and customer service, including claims handling, preventive actions, sponsorship and cooperation with PZU Foundation. The frequency of collecting community opinions and needs is in the nature of regular, ongoing contact, such as contact with customers. Additionally, PZU Group conducts independent research on public attitudes and behaviors concerning key social challenges. Bank Pekao volunteers conducted field assessments of local community needs to define direct social needs. Opinions from impacted communities are also collected via channels used for requesting support from the PZU Group, along with direct communication between beneficiaries and the PZU Group.
Every opinion and voice of community is taken into account. The PZU Group does not create a separate category for the reported needs or opinions of indigenous peoples. The perspective of affected communities influences the decisions of PZU Group, and contributed to the implementation of two preventive campaigns, the launch of support programs for those affected by natural disasters, employee volunteer programs, and sponsorship activities.
The PZU Group also cooperates with non-governmental organizations and public institutions to ensure the effectiveness of initiatives.
Entities within the PZU Group undertake independent actions to enhance understanding of the specific needs of local communities.
PZU has a system in place for collecting preventive and sponsorship requests. Additionally, the PZU Foundation reviews direct requests from individuals and organizations seeking support.
PZU Pomoc is involved in aid processes for affected communities on behalf of other companies within the PZU Group.
For Bank Pekao, the steps and frequency of activities were established in the grant competition rules or determined by the evolving crisis situations (crisis volunteering).
BALTA, as a way of gaining an understanding of the perspectives of the affected communities, gathered information through the analysis of available studies, feedback collection mechanisms, and data from its own market research. It took into account, among other things, data on the situation of young professionals in the labor market, which led to a revision of the employment policy and the development of cooperation with higher education institutions.
Responsibility for the cooperation process
Members of the Management Board of each entity and directors of operational units responsible for overseeing social engagement programs are accountable for ensuring cooperation with affected communities and integrating the outcomes of this collaboration into the PZU Group's strategy and activities.
Within the PZU Group, relevant committees operate, including the PZU Sponsorship and Prevention Committee, which makes decisions regarding community impact management. At the operational level, these functions are carried out by dedicated substantive units.
Community support actions in Pekao Bank were carried out through employee volunteering programs.
Evaluation of cooperation effectiveness with affected communities
PZU Group assessed cooperation effectiveness through initiative performance analysis as well as quantitative and qualitative data collection and reporting. The effectiveness of cooperation was evaluated by PZU Group using various methods. Firstly, the number of initiative beneficiaries was monitored that allowed PZU Group for determining outreach scope and actual impact. Another important element for PZU Group was sponsorship and operational impact reporting that provided detailed records of initiative progress and results. Another key source of information for the PZU Group was the analysis of opinions and suggestions received from beneficiaries, which facilitated the ongoing adaptation of activities to their needs and expectations. The PZU Group tracks the number of recipients of its social initiatives. The effectiveness of selected actions and initiatives was demonstrated through their detailed descriptions.
The costs incurred by the PZU Group for prevention activities reported in the Consolidated Financial Statements for 2024 are presented in Table 24. Other operating expenses, under the heading Prevention costs, amounted to PLN 74 million.
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There is no detrimental or negative impact observed on the communities that would be caused by the activities of the PZU Group. Nevertheless, community representatives may report their issues or concerns that require addressing through the same channels and mechanisms that are deployed for employees described in Section 8.3.3. in the Procedure for Addressing Human Rights Violations in the PZU Group. Reports can be sent to the email address: rzecznikklienta@pzu.pl. Information on the availability of the channel for reporting issues and concerns is available on the PZU website under the “PZU Group Human Rights Policy”: https://www.pzu.pl/grupa-pzu/zrownowazonyrozwoj/polityki-i-raporty. Any problems or concerns can be reported anonymously.
The PZU Group believes that it is an expression of confidence in the existing structures and processes for communities to communicate their concerns by using these mechanisms.