4
Societal indicators
Relations with Stakeholders
Stakeholders consultation is at the heart of Vivendi’s CSR policy (see
Chapter 2 Section 1.2.4 of the Annual Report 2014). This approach
establishes a general framework that is then adopted by each of the
subsidiaries and adapted for its own stakeholders to suit local conditions.
Means of dialog with identified stakeholders put in place
GRI
UNGC
OECD Scope covered
G4-26, G4-
S01 and
PR5, MSS
M6
1, 2
II.A.3 and
14, IV, VIII,
IX.5
Canal+ Group
UMG (9 focus group countries)
GVT
In June 2014, Canal+ Group held a plenary consultative meeting in France
for consumer associations and the company’s senior management. The
meeting provided an opportunity to present the company’s Consumers
department, created in May 2014. Now, after an initial claim, customers
have two levels of appeal, the Consumers department and then
mediation, which is being reinforced by Canal+ Group. In December 2014,
Canal+ Group’s Customer Relations department received “Customer
Relations” NF Service certification from AFNOR, a voluntary third-party
certification mark which guarantees the quality, reliability and level of
the service provided. Canal+ Group also participates in working groups
held by the CSA on the protection of young audiences, representation of
women and media literacy.
Canal+ Group took part in the CSA working groups to reconsider the
decision relating to the protection of young audiences, and participated
in a consultation on the implementation of the Law of August 4, 2014, for
real equality between women and men (a law entrusting the CSA with
the task of monitoring the image of women in audiovisual programmes,
in particular, by combating any sexist stereotypes conveyed through
this media). Moreover, the Director of the Canal+ Discovery thematic
channels, Christine Cauquelin, is a member of an observatory set up by
the CSA in 2014 as part of the Audiovisual and Education working group.
Canal+ also conducts customer satisfaction surveys. These have
confirmed the direct link between a diversified and original program
offering and subscriber satisfaction (see Integrated Reporting Pilot
Project, Section 2 p.8).
p
p
Canal+ Group’s Polish subsidiary maintains regular dialog with KRRIT
(the Polish Radio and Television Board), UOKiK (the Polish Office of
Competition and Consumer Protection) and UKE (the Polish Office of
Electronic Communications).
p
p
In Africa, Canal+ Côte d’Ivoire has taken charge of organizing the
symposium of the HACA (Audiovisual Communications High Authority)
and the REFRAM (Francophone Network of Media Regulators) on the
topic of “Regulating audiovisual communications by satellite and
the new broadcasting methods,” in which 32 members of the RIARC
(Network of African Communications Regulatory Agencies) took part.
It is worth mentioning that in Africa, the approach of signing a
convention with local audiovisual regulation authorities was initiated
voluntarily by Canal+ Group in most of the countries where these
conventions have now been entered into (see Section 4.1.2.2. for the
full list). This enables the local regulation authorities to include such
a practice in their relations with other audiovisual operators.
UMG has identified its principal stakeholders (artists, their managers,
retailers, digital platforms, streaming services, and national and European
authorities) and has instituted open and collaborative dialog. UMG
maintains a structured dialog with all players in the music industry due
to its participation in IFPI (International Federation of the Phonographic
Industry) as an active member.
p
p
In Canada discussions continued throughout the year with UMG’s
stakeholders for the exchange of views on copyright reform and the
protection of intellectual property.
p
p
The protection of broadcasting and public performance rights has
been the focus of discussions in Indonesia (where these rights have
been introduced for the first time) and in South Africa, on the occasion
of reorganization of performers’ royalty collection companies to
ensure better compensation for right holders.
Consumers, parents associations and professional organizations
are key stakeholders for UMG. They include: the International
Music Managers Forum (an organization that groups associations of
managers of over 20 countries), the Educational Recording Agency (a
British association that promotes the use of audiovisual content for
educational purposes), the Musicians’ Union (a British and European
organization that represents musicians, present in many countries,
including Sweden, Finland and Denmark) and Mumsnet, an advice
sharing website for parents. Interaction with these stakeholders,
which also include the media, take place regularly.
GVT has teams specializing in relations with its principal stakeholders
(consumers associations, labor unions, local communities, NGOs,
government agencies and municipal, state and federal regulatory
agencies), which organize regular meetings, events and discussion
forums. GVT also participates in the work of ANATEL, Brazil’s telecom
regulatory agency. At the same time, GVT has carried out a number of
customer satisfaction surveys to gain a better understanding of their
expectations. These efforts have been rewarded, since GVT was selected
as the “most liked” high-speed Internet and landline brand by the 2014
“Marcas Mais Amadas” survey.
Within the framework of its dialogue with ANATEL, GVT is participating,
in particular, in an initiative consisting of the creation of regional
consumers’ committees (
conseilho de usuarios
): the purpose of these
committees, which are real spaces for social participation to which GVT
contributes, is to structure discussion between Internet access providers,
members of the public and consumer protection bodies with a view to
improving the quality of telecoms services.
4.3. Relations with Stakeholders
26
Non-Financial Indicators Handbook 2014