18 The entity shall disclose its general practices for engaging with Consumers and End-users and their representatives regarding actual and potential Impacts on them.

(19) The purpose of this disclosure requirement is to provide an understanding of whether and how the company engages Consumers and/or End-users, their Legitimate representatives or Credible proxies as part of its ongoing due diligence process in relation to actual and potential, positive and/or negative impacts that affect or are likely to affect them, and how the views of Consumers and End-users are taken into account in the company's decision-making processes.

20. the company indicates whether and to what extent Consumer and/or End-user perspectives are incorporated into its decisions or activities to address actual and potential impacts on Consumers and End-users. This includes, where appropriate, an explanation of the following:

(21) Where applicable, the company indicates the steps it takes to gain insights into the views of Consumers and/or End-users who may be particularly vulnerable to Impacts and/or marginalized (e.g. Persons with disabilities, children, etc.).

22. if the company is unable to provide the above required information because it does not have a general process in place to engage with Consumers and/or End-users, it shall indicate this. It may indicate a timeframe within which it intends to implement such a procedure.

AR 14 For some Consumers, Credible proxies who have knowledge of the interests, experiences or perspectives of Consumers and End-users may include national consumer protection authorities.

AR 15. in describing the function or role that has operational responsibility for such engagement and/or ultimate accountability, the company may indicate whether it is a specific role or function or part of a broader role or function and whether capacity building actions have been offered to support staff with regard to engagement. If there is no such position or function, this may be indicated. This disclosure requirement may also be satisfied by reference to the disclosures made in accordance with ESRS 2 GOV-1 The role of Administrative, management and supervisory bodies.

AR 16 When preparing the disclosures referred to in paragraph 20(b) and (c), the following illustrations may be taken into account:

AR 17 To illustrate how the views of Consumers and/or End-users have influenced specific decisions or activities of the company, the company may provide examples from the current reporting period.

The protection and satisfaction of our customers are at the heart of our business activities. We are committed to complying with all legal and internal consumer protection requirements and to ensuring that inquiries and concerns are handled carefully.

Incoming feedback or complaints, whether by email, post, telephone, via retailers or other channels, are systematically recorded and processed individually by specialized units. We pay particular attention to taking specific needs into account, such as those of particularly vulnerable or marginalized customers. For example, we offer individual solutions such as specially adapted products.

In order to continuously improve the customer experience, we regularly conduct satisfaction surveys. This involves surveying various customer groups such as private customers, the self-employed and business customers, particularly after consultations or contracts concluded. Since 2021, we have also been collecting feedback after telephone contacts in order to further improve service quality and obtain broader feedback.

Customers can also submit feedback at any time via digital channels such as our website, the customer portal or the app. With this approach, we promote open communication and work continuously to improve the quality of our services.