PJSC Tatneft. Annual report 2017
A A
PJSC Tatneft. Annual report 2017

Company’s Declaration on consumer interaction

G4 -56 PR1 PR3

COMPANY’S DECLARATION ON CONSUMER INTERACTION

Improving the quality of interaction and the establishment of long-term relationships with consumers is one of the priorities in creating a competitive advantage for the company, which is formed on the basis of a product quality control system, a high level of service, and on raising consumer awareness.

In the process of interaction with consumers of products and services, the Company adheres to the UN guidelines for consumer protection and the International Covenant on Economic, Social and Cultural Rights.

BASIC PRINCIPLES OF COOPERATION WITH CONSUMERS

Consumers of products and services of the company have the opportunity to choose from the assortment of the products and services offered at the competitive price with the guarantee of satisfactive quality.

Tatneft company provides a wide complex of measures to minimize any negative impact of proposed products and services for the environment and preservation of a favorable environment.

Safety Protecting the health and safety of consumers includes the provision of products and services that are safe and do not present an unacceptable risk of harm from use or consumption. The company strictly controls compliance with all regulatory requirements governing the quality of products and services. The company at all stages of the life cycle of the products and services offered evaluates their impact on health and safety in order to identify opportunities for improvement.

There were no cases of non-compliance with regulatory requirements regarding the impact of products and services on health and safety for 2017.

RECEIVING THE INFORMATION The company provides consumers with access to complete, accurate and understandable information that allows them to make informed decisions in accordance with their individual wishes. Concluded contracts for the supply of products set out clear, concise and understandable language, do not contain unfair contractual obligations, provide a clear and sufficient information about the price, product features and terms of the contract.

There were no cases of non-compliance with regulatory requirements relating to informing consumers about the properties of products and services for 2017.

HONEST AND RESPONSIBLE MARKETING PRACTICE The Company uses only fair marketing practices and protects consumers from unfair or misleading advertising or labeling. The Company's activities in the field of product and service promotion, advertising and marketing comply with the laws of the Russian Federation.

In 2017, there were no incidents of non-compliance of the Company's activities with legislation in the field of product and service promotion, advertising and marketing. There were no fines for non-compliance with laws and regulations concerning the provision and use of products to the Company in the reporting year.

COMPENSATION DAMAGEThe Company has clear mechanisms for resolving claims and disputes with consumers, as well as measures to prevent them.

All cases of receipt of claims from consumers are recorded, analysis of the causes is carried out and, in case objective complaints are detected, appropriate measures are developed. The company takes preventive measures to prevent damage to the interests of consumers./p>

PROTECTION OF PRIVACY OF PRIVATE LIFE The Сompany ensures the observance of privacy and the protection of personal data through the use of reliable and secure systems for collecting and protecting data about consumers. Information about consumers is collected only by legal means. The collection of personal data of consumers of the Company's products and services is limited to information that is necessary to provide products or services or is provided on a voluntary basis with the consent of the consumer. Protection of collected personal data of consumers is carried out using effective means of security.

In 2017, there were no complaints regarding violations of consumer privacy and loss of customer data.