Table of contents
Sustainability
Material Impacts, Risks and 0pportunities 2. Customer Protection
• Endurance • Photobiological safety. Furthermore, our luminaires are certified according to the following standards: • ENEC • CB • ENEC + • UL. These certifications prove the reliability of our tests. They are carried out in the Schréder Group’s ISO 17025-accredited laboratory and/or by other accredited external laboratories. Managing Complaints with Care and Integrity We respond promptly and empathetically whenever a customer contacts us with a concern or complaint. We listen carefully, allowing customers to express their technical issues. Each complaint is logged in our central systems (product quality complaint and incident management systems), helping us track and analyse issues so we can identify recurring patterns and continually improve the way we serve our customers. Our team takes ownership of every issue. We focus on finding practical solutions quickly and keeping customers informed at every step with regular updates and clear resolution timelines. This open and transparent communication helps us to turn challenging moments into opportunities to build stronger relationships. Effective Product Recall Process When a product recall is necessary, we act swiftly and transparently. We proactively reach out to affected customers, even before they raise concerns
to provide guidance and support. Our recall process includes tracing products, notifying customers, and implementing corrective actions efficiently to minimise disruption. Throughout every recall, we maintain clear communication, resolve issues promptly and learn from each situation to prevent similar incidents in the future. > Total product recall in past 3 years = 0 Continuous Follow-Up and Improvement Once an issue has been resolved, we follow up to ensure that our solution meets the customer’s expectations and that the matter has been fully resolved. This diligent aftercare minimises the risk of future problems and demonstrates our commitment to customer satisfaction. Our Goal: Zero Incidents 17 We are dedicated to achieving our target of zero incidents for our customers. This ambitious goal motivates us to continuously improve our processes, strengthen our relationships and uphold the highest quality and service standards. > Total incidents in past 3 years = 0
We recognise that the design, performance and reliability of our lighting solutions can affect users and communities, presenting both risks and opportunities. For this reason, Schréder is committed to maintaining transparency regarding the measures in place to ensure product safety and the responsible delivery of our services. Customer care and product reliability are fundamental to our commitment to quality and sustainability. We believe that every interaction with our customers is an opportunity to build trust and provide solutions that meet the highest safety and performance standards. Our teams play a key role in ensuring that our products and services consistently meet customer expectations and support safe, reliable lighting environments for the communities we serve. Ensuring Product Safety through Validation As a responsible manufacturer, we ensure that all of the products we develop are safe. The outdoor lighting industry is subject to strict regulations. All products must undergo thorough inspection and testing before they are launched. All our luminaires are tested internally for safety according to IEC 60598-1 (CE) and related standards. This international standard specifies general requirements for luminaires in terms of: • Tightness • Thermal rating • Electrical performance • Electrical safety • EMC (electromagnetic compatibility)
Every luminaire designed, manufactured and sold under the Schréder name and brand complies with regulations and/or voluntary codes.
Aina Rakoto Group Quality, Health and Safety Manager
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(17) Incidents that are linked to the safety use of our products
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