-
S1-3
The PZU Group applies a consistent approach to handling employee complaints, based on the principles of transparency, confidentiality, and compliance with labor law. Within the PZU Group, procedures for preventing mobbing and discrimination are in place, setting out the stages of proceedings: from the receipt of a report, through analysis of the causes, to the implementation of remedial actions. The process includes the possibility of mediation, psychological support, training, and changes to the organization of work.
Within the PZU Group companies, in cases where a material adverse impact on employees is identified, remedial actions are implemented, including modifications to procedures and management practices, training in ethics and equal treatment, and, where justified, financial compensation and additional benefits. The process is supported by regular engagement surveys, which allow employees to share their opinions on teamwork and their relationship with their supervisor.
The responses received, including qualitative comments, are systematically analyzed, and the findings are used to improve management practices and enhance the quality of the work environment. Within the PZU Group, preventive mechanisms are also in place, such as changes to work procedures, new training programs, and ongoing monitoring of working conditions, which help prevent similar violations in the future.
Complaint reporting channels
The PZU Group provides employees with various complaint reporting channels to enable the swift and secure communication of information.
- direct contact with the supervisor or HR;
- dedicated email boxes;
- a hotline and anonymous forms;
- regular meetings as part of social dialogue.
All channels are designed to ensure confidentiality and the protection of the reporting person’s data. Under the applicable procedures, the PZU Group companies have implemented measures to protect employees against retaliation in the context of reporting complaints.
In the event of violations of employee rights, the PZU Group enables employees to use third-party mechanisms in accordance with applicable law. In Poland, any employee may report a case to the National Labour Inspectorate or bring it before a court. Foreign entities have access to local institutions – in Lithuania and Estonia, these are the national Labour Inspectorates, while in Latvia reporting is possible through a national platform. In Ukraine, employees may submit complaints to public authorities or pursue their rights through judicial proceedings.
The PZU Group ensures equal access to internal complaint reporting channels for all employees, regardless of the form of employment or place of work. Information about the channels is published on the intranet, provided during onboarding, and reiterated in internal communications.
The PZU Group supports the accessibility of complaint reporting channels through awareness-raising activities, training, and internal communication. The channels are promoted via the intranet, newsletters, and during employee meetings. Information campaigns and training sessions are conducted regarding complaint reporting procedures. These actions aim to increase employees’ awareness of the available mechanisms and ensure that they know how to use them. Employees are also informed how to report a complaint safely and confidentially.
The PZU Group monitors reports through case registration, trend analysis, and reporting to the appropriate bodies. The relevant HR units maintain a register of reports and oversee the process of their handling. In addition, the PZU Group uses employee opinion surveys to assess the effectiveness of complaint reporting channels.
Within the PZU Group, the level of employee awareness of and trust in complaint reporting channels is assessed by monitoring their use and participation rates in voluntary opinion surveys. The PZU Group continuously analyses the functioning of its existing reporting channels, taking into account, among other aspects, feedback received from employees. Further actions aimed at strengthening the transparency and accessibility of these channels are being considered, including potential mechanisms to assess their effectiveness.
The PZU Group companies apply various mechanisms to track and monitor issues reported by employees.
As part of these activities, the results of cyclical employee sentiment and needs surveys are analyzed, allowing for the assessment of the work environment, level of engagement and emerging trends. An element of monitoring is also the collection of feedback from employee representatives, including trade unions, which enables the evaluation of the effectiveness of undertaken actions. Activities aimed at increasing awareness among employees are also carried out.
