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Responsible business

 

Amplifon believes that operating in a responsible way is key to maintaining its strong brand reputation, the trust of its customers, engagement of its employees, and enthusiasm and recognition of the medical community. That is why we created a corporate business ethics culture that goes beyond mere compliance to respect the highest ethical standards and laws.

Regulatory framework

 

Amplifon operates in the healthcare sector, where regulations differ from country to country and from one area of the sector to another. The key areas that are relevant to Amplifon are:

 

  • hearing aids – they are considered medical devices in all the markets where Amplifon operates and must comply with several different national and international regulations;
  • professionals entitled to select, fit and sell hearing solutions – the qualification required from the professional figures entitled to select, fit and sell hearing solutions also change from country to country;
  • reimbursement conditions - they differ according to the national health systems of the countries where Amplifon operates ranging from national health systems offering hearing aids free of charge to everyone (as in the UK) to others offering partial to full reimbursement to people who present a certain level of hearing loss (the case of France and Italy), until the absence of reimbursement (as in Spain and USA except for the Veterans Association).

 

Product and service safety

 

Amplifon continuously interact with its stakeholders to guarantee and further improve customer safety in order to prevent any potential damage to clients, from the fitting phase to the daily usage of hearing aids, and to ensure the total compliance with product and labelling regulatory requirements. Manufacturers guarantee products are manufactured in compliance with all applicable directives, laws and regulations, while Amplifon only employs highly qualified hearing care professionals and strongly invests in their training to ensure customers’ safety during the fitting process.

 

Customer privacy and data protection

 

Protecting customers’ personal information is essential for maintaining trust, particularly as people grow increasingly concerned about their privacy and security. Amplifon is equipped, both at Corporate and store network level, with a series of management tools aimed at applying national regulation requirements regarding privacy protection. Moreover, Amplifon consistently invests in information security in order to protect the vast amount of sensitive information it has on its customers.

 

Risk management system

 

Amplifon pays the utmost attention to the identification, assessment and management of risks, designing and implementing internal control and risk management systems in line with best practice, and channeling resources into maintaining an acceptable risk threshold. Risk management is an ongoing activity conducted by our top management, country General Managers and local management teams. In addition, Amplifon’s Board of Directors has approved on July 2017 a Group Anti-corruption Policy intended to ensure whether daily activities are carried out ethically, protecting value creation and those core values on which the Company’s activities are founded.

 

Competitive behavior and responsible marketing

 

Responsible and reliable communication with customers is another key facet of Amplifon’s business ethics. Its Code of Ethics dictates that all employees directly in contact with customers must provide accurate and comprehensive information regarding products and services, and are required to disclose the facts contained in advertising and other sorts of campaigns, so that customers are able to make informed decisions. Moreover, Amplifon has selected in 2017 a unique creative agency and media partner for all its campaigns in EMEA, in order to align all its marketing, advertising and communication strategies.

 

Green consciousness

 

Despite being a service Company rather than an industrial one, Amplifon is alert to environmental issues and the challenges posed by climate change. To this end, despite not having implemented Group policies regarding environmental issues, Amplifon has embarked on a path aimed at identifying its main impacts resulting from business activities and at monitoring the environmental performances of its headquarters and its network of shops.

 

Heating/cooling and lighting of its headquarters and direct shops represent its main energy consumption. With regard to electricity consumption, Amplifon monitors those associated with the network of direct shops; in 2017, a consumption of 19,717 MWh was registered, an increase of 12% compared to 17,609 MWh in 2016.

 

Data from Canada and Egypt are excluded.

 

In addition to direct and indirect energy consumption, Amplifon has identified waste management as a relevant area in the context of environmental impacts. For this reason, in 2017 Amplifon has started to monitor its own waste production in its headquarters with the aim of evaluating strategies to reduce this production.