Non-financial indicators

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

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).

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).

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.

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.

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

Non-Financial Indicators Handbook 2014