PRODUCT & SERVICE STEWARDSHIP
Solutions for extraordinary experiences
Expertise, innovation and customization allow us to offer our customers an exceptional, exciting and unique experience.
Attention to service can only be our top priority, and the social mission we carry out requires us to constantly strive to allow every person to rediscover all the emotions of sounds.
Being aware of our pivotal role in the hearing care sector, we are firmly committed to providing our customers with the highest quality solutions by ensuring their effectiveness, personalization and safety, as well as delivering an outstanding customer experience addressing the needs of each.
From our sustainability policy
INNOVATION AND TECHNOLOGY
We would not be able to best satisfy the demands of our customers without constantly investing in innovation and personalization of hearing solutions. With the Amplifon Product Experience, an integrated system putting people at the heart of a path where service and product are in full sinergy, we have redefined the entire customer experience.
PRODUCT AND SERVICE ACCESSIBILITY
Thanks to our global presence, e strive to make hearing care always accessible and available, facilitating overcoming the obstacles that prevent people from seeking expert advice to improve their hearing well-being, and multiplying our global and digital presence.
DIGITAL COMMUNICATION CHANNELS
ALWAYS CLOSE TO OUR CUSTOMERS
QUALITY AND SAFETY FOR CUSTOMERS
We guarantee customer safety to prevent any harm to them, from the fitting phase to the daily use of hearing aids, in full compliance with legal provisions.
Manufacturers guarantee hearing aids are manufactured in compliance with all directives, laws and regulations applicable in the countries where they are sold. They are also responsible for the multitude of tests that hearing aids, as medical devices, undergo to guarantee users’ safety. In addition, for each product category, we provide a specific manual for using the product safely. Moreover, we rely on third-party laboratories to evaluate product safety and other technological or production aspects.
Moreover, we have already adopted the necessary procedures to comply with the New Medical Device Regulation (EU) 2017/745 (MDR) concerning activities such as complaint handling, labelling, product recall and data management.
We select highly qualified hearing care professionals and invest in their continuous training, so as to guarantee the safety of each customer at each stage of their experience.
Our Amplifon App, in-house developed, is CE-marked and is distributed in European Union countries as a medical device. To obtain this mark, we adapted our Quality Management System to meet the requirements of ISO standard 13485:2016. The same app branded Miracle-Ear has obtained the approval of the FDA to be launched in the United States in 2019.
Customer privacy and data protection
Privacy and data protection are increasingly in the spotlight. Protecting the data we hold is more than a priority for us: it is an essential condition to earn the trust people place in us every day. Collecting and processing information is not only vital for us to provide our services, but it also enables us to innovate and guarantee the most advanced solutions.
THE HIGHEST PRIVACY STANDARDS
We continually invest in data protection through a set of management tools for the application of the requirements as foreseen by national and international legislation. Upon the entry into force of EU Regulation 2016/679 (GDPR), we have implemented all the necessary steps to be fully compliant with legislation throughout Europe.
In 2021, the Corporate Guidelines on privacy applicable at EMEA level were updated, including the procedures useful for satisfying the GDPR requirements and those of local laws on data protection. Moreover, in 2022, the One Trust Privacy Management solution program was implemented in EMEA. This is a global top-notch tool for managing privacy compliance, allowing the creation of an adaptable and integrated ecosystem for managing privacy issues, mitigating the typical management difficulties faced by large multi-national groups operating worldwide.
PRIVACY & SECURITY BY DESIGN
GOVERNANCE AND SECURE BEHAVIORS
In 2021 we created a dedicated cybersecurity team, furtherly expanded in 2022, to introduce specific processes allowing rapid adaptation to the constantly evolving scenario of cyber threats. Moreover, the internal committee to supervise all legal topics related to cybersecurity, which includes IT, HR, Legal Affairs and Finance departments, was maintained and further strengthened in 2021.
Specific training is provided to all employees to enhance their awareness of risks and cyber threats as well as foster secure behavior throughout the organization, in a continuous learning process. Particularly, our hearing care professionals and in-store staff are trained to correctly handle customers’ sensitive data. Furthermore, our Code of Ethics prohibits any data disclosure and utilization for purposes other than those established
In 2022 additional concrete initiatives were implemented to reduce cybersecurity risks, with a particular focus on the security of networks, services and endpoint equipment, improvement of monitoring, detection activities as well as increasing the awareness of all collaborators. Investments in the ICT architecture and security protection/detection/response against new IT security threats continued, thereby contributing to Amplifon’s digital transformation.
Moreover, the activities to obtain the ISO27001 (Corporate) certification and HiTrust continued, in the light of the SOC2 certification already valid in the United States. Moreover, we launched a process to formalize the Information Security Document Framework, aimed at regulating the security processes involving people and technologies.