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Responsible sales practices and marketing
As surveys consistently show, trust is at the top of the list when it comes to
choosing the right banking partner. Since trust is based on honesty, it is
important to RBI that our products and services are clearly and transparently
communicated to all customers and stakeholders. That is why, when
advertising and marketing our products, we align ourselves with strict
principles that are intended to protect customers. False or misleading
information is taboo. Our goal is to inform our customers as far as possible
in an easy-to-understand manner. When giving recommendations, our main focus is to be objective and
comprehensive. It is essential that the risks associated with our products can be clearly demonstrated and explained
to the customer. During the 2018 reporting period, violations of regulations in relation to information and labeling
obligations for products and services were identified at two network banks. There were eight warnings and 14
fines were imposed, meaning there were a total of 22 cases. There were no breaches of the corresponding
voluntary rules. All violations that have been classified as operational risks are monitored and controlled on a
group-wide basis within the scope of the operational risk management by the “Operational Risk Controlling”
team as part of “Integrated Risk Management”. The incidents are recorded in a central database, the risk is
evaluated, scenarios and action plans are analyzed and early warning indicators are developed.
In addition, we carry out promotions in accordance with the ethical and moral principles of the code of ethics of
the Austrian advertising industry and we are committed to complying with quality criteria agreed jointly with the
advertising industry that extend beyond the statutory provisions. For this reason, the Raiffeisen Banking Group
(and therefore also RBI AG) have been awarded the Pro-Ethics Seal of the Austrian Advertising Council.
The Pro-Ethics Seal is awarded for a period of two years. Companies are awarded for marketing measures that
reflect:
• the ethical and moral principles of the code of ethics of the Austrian advertising industry (for ethical advertising)
• the community social-ethical ideals of the communications industry (for self-regulation)
• and for standing up for freedom of advertising and against advertising bans in this form.
All marketing measures of RBI, including the nationally and internationally advertising RBI AG as well as the
network banks in Central and Eastern Europe, all comply with the “Consolidated ICC Code – Advertising and
Marketing Communication Practice” published by the International Chamber of Commerce. This is to ensure a
transparent and fair market presence, one that is oriented to internationally recognized guidelines.
In addition to protecting customers, our responsible marketing managers ensure that only those marketing activities
that are in the interests of the company are actually carried out. Bribery and corruption are not to be tolerated to
any degree and our strict compliance guidelines help us to achieve this goal. International advertising and
marketing campaigns of RBI are exclusively developed and commissioned by the Group Marketing division of
the Vienna head office. This division also evaluates and approves all local campaigns by the network banks in
Central and Eastern Europe by reviewing and approving TV spots, online advertising, print ads, etc. before they
are published.
RBI values a functioning capital market and public confidence as being just as important as its reputation as a
professional player on the market. Any action that endangers this principle would have serious consequences for
both RBI and the employees involved. The need for integrity also applies in the fight for market share. This means
that no unauthorized agreements should be entered into and that it is necessary to abide by the rules of fair
competition and the standard international rules of market behavior (MiFID). There were no complaints in
connection with anti-competitive behavior at the Vienna locations or the network banks in the reporting period.
Raiffeisen Bank International | Sustainability Report 2018