59 GRI Index and Assurance statement Engaged citizen Fair partner Responsible banker Human Capacity Report Sustainability management Overview Foreword In 2016, Raiffeisen in Austria was once again the most successful banking group in terms of customer shares, both in the private customer as well as in the corporate customer segment.1 Regionality, security and sustainability have been among the guiding principles of the Raiffeisen Banking Group since its founding. Especially during economically challenging times, these principles have a special meaning. Security and trust are the most important criteria when choosing a bank. With a value of € 1.84 billion, the Raiffeisen brand ranked sixth among all brands according to the Austrian brand value survey carried out in 2016 by the European Brand Institute. Raiffeisen is the undisputed number one in the Austrian financial services industry. Complaint management In implementation of the complaint processing guidelines for European financial institutions of the EBA/ESMA committee (European Banking Authority / European Securities and Markets Authority), the RZB Group introduced a central complaint management system during the third quarter of 2016 and passed corresponding head office and group Laws. We define a complaint as any type of expression of dissatisfaction directed toward the bank by a person (natural or legal) with a specific demand regarding a specific transaction, as long as this same demand is not the subject of a pending process in a court or at a board of arbitration or of a decision already issued by such a body. The central responsibility for complaint management lies with Group Compliance. In accordance with head office law, it can be decided in cooperation with the departments that certain complaints will be processed and resolved within the departments (in compliance with the prescribed process steps). If an expression of displeasure – and therefore a possible complaint – is addressed to the bank or an employee, this must be evaluated as to whether or not it qualifies as a complaint. If it does qualify as a complaint, it must always be reported directly and without delay in the web-based complaint management system (IT system “Archer”). The person issuing the complaint must then be kept informed of the receipt and handling of the complaint. It must be evaluated and decided whether the complaint is justified. This decision is made by the person or department responsible for complaint management. The result must then be documented in the system, and the person who registered the complaint must be informed. The department responsible for processing the complaint must investigate its cause. The RZB Group does not consider customer complaints to be a burdensome nuisance; on the contrary, they are seen as a welcome opportunity to enhance customer loyalty to the bank through excellent handling. Furthermore, they offer useful indications of potential for improvement. This attitude is held by all employees, especially those who come into contact with customers. We want to give customers the feeling that their issue or problem is being taken seriously and that someone is personally working toward a quick and individual solution. Information about the complaint procedure can be found on our website (www.rbinternational.com under Customer Relations ➝ Feedback and Complaints). 1 Sources: GfK/FMDS 2016 and IMAS/Corporate Customer Survey 2016
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