Universal Registration Document 2024

SUSTAINABILITY REPORT 4

SOCIAL AND SOCIETAL MATTERS

[S4-2-20-(a)] → Engagement occurs with affected consumers and/or end-users or their legitimate representatives directly, or with credible proxies The tools used by ADP SA to engage with customers and assess their experience make it possible to compare end user satisfaction with security in relation to expectations and to ensure consistency in the services provided. The instruments are: u Skytrack rankings; u the ASQ (Airport Service Quality) survey; u mystery visits. See [RD][PV] S4-2 "Hospitality for all". The same applies to chapters [S4-2-20 (b) and (d)]. [S4-2-20-(b)] → [S4] Disclosure of the stage(s) at which engagement occurs, the type of engagement, [S4-2-20-(c)] → [S4] Disclosure of the function and the most senior role within the company that has operational responsibility for ensuring that this engagement happens and that the results inform the company’s approach The Directors of Paris-Charles de Gaulle, Paris-Orly and Paris-Le Bourget have been entrusted with the power to take all measures to ensure the proper maintenance, adaptation and compliance with the standards applicable to the facilities, infrastructures and structures under their responsibility, as well as the measures for the implementation the specifications applicable to ADP and the operating instructions within their respective scopes. [S4-2-20-(d)] → Disclosure how the company assesses the effectiveness of its engagement with consumers and/or end-users For Paris airports, going through screening on departure is one of the items assessed in the tools used to find out about, engage with and measure the satisfaction of all customers: u Skytrack rankings; u the ASQ (Airport Service Quality) survey; u mystery visits. [S4-2-21] → Communication of steps taken to gain insight into the perspectives of consumers and/or end - users that may be particularly vulnerable to impacts and/or marginalised There are no specific actions on this topic. [S4-2-AR 15] → [S4] The function or role in respect of the engagement See S4-1-15 Policies to manage material impacts, risk and opportunities related to end-consumers and S4-2-20-© Disclosure of the function and the most senior role within the company. and the frequency of the engagement See [RD][PV] S4-2 "Hospitality for all".

S4-3 – Grievance and remediation mechanisms available to consumers and end-users concerning safety and security [S4-3-25-(a)] → Disclosure of the general approach to and processes for providing or contributing to remediate where it has identified that it has caused or contributed to a material negative impact on consumers and/or end-users Feedback from consumers and end-users is channelled through several communication channels: a telephone hotline (3950) and a contact form on the official Paris Aéroport website. In addition, instruments for engaging with customers and assessing their experience are used to gather information on safety and security. All the information and concerns gathered are incorporated into the action plans designed to improve the passenger customer experience (see S4-2 – Engagement with and incorporating the perspectives of consumers and end-users in assessing the impacts of passenger handling on Groupe ADP hubs). In addition, the Group's whistleblowing system enables any person with an interest in acting to report any breach of the provisions of its Code of Conduct, in particular a serious infringement of Human Rights, fundamental freedoms or the health and safety of individuals (within the scope of the Potier law on the Duty of Vigilance). See whistleblowing system – section 4.4.2.4 of this report. [S4-3-25-(b)] → Communication of specific channels in place for consumers and/or end-users to raise their concerns or needs directly with the company and have them addressed See elements described in S4-3-25 (a) and [RD] [PV] S4-3 Hospitality for all concerning complaints. [S4-3-25-(c)] → [S4] Communication of processes through which the company supports or requires the availability of such channels See elements described in [RD] [PV] S4-3 Hospitality for all concerning complaints. [S4-3-25-(d)] → [S4] Communication of how issues raised and addressed are tracked and monitored and how it ensures the effectiveness of the channels See elements described in [RD] [PV] S4-3 Hospitality for all concerning complaints. [S4-3-26] → Disclosure of whether and how it assesses that consumers and/or end-users are aware of and trust these structures or processes as a way to raise their concerns or needs and have them addressed See elements described in [RD] [PV] S4-3 Hospitality for all concerning complaints. [S4-3-26] → [S4] Policies in place regarding the protection of individuals against retaliation for those who use the channels to raise concerns or needs See elements described in [RD] [PV] S4-3 Hospitality for all concerning complaints.

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UNIVERSAL REGISTRATION DOCUMENT 2024 w AÉROPORTS DE PARIS

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