METLEN provides high quality and safety products and services with respect to the rights and needs of customers and end users. The Company faces different challenges per Business Sector , with an emphasis on sustainability, reliability and stability. In the Metals Industry, it ensures the high quality of alumina and aluminum for customers with special specifications, while in the Energy Sector it covers a wide range of consumers, from residential users to large industries, offering integrated energy management solutions. With a particular focus on green energy, METLEN is committed to the development of renewable projects and the promotion of innovative technologies such as electromobility and energy efficiency. At the same time, vulnerable social groups of customers are supported through preferential tariffs and social programs, further enhancing social cohesion and energy security for all its customers. According to the assessment of the double materiality 2024, the following emerged as a significant impact related to the above challenge:
See more in the Company's Annual Report 2024.
METLEN has established a comprehensive governance framework for the management of sustainability issues, which is integrated into the Company's core decision-making and oversight processes. The role of the Management is clearly defined and ensures continuous supervision and strategic guidance on sustainability issues.
In particular, the Sustainable Development Committee, as a committee of the Board of Directors, is responsible for monitoring the implementation of the sustainable development strategy, approving relevant policies and monitoring the Company's ESG performance. The Committee meets regularly and cooperates with the Directorate-General for Corporate Governance and Sustainable Development, which plays a crucial role in coordinating all sustainability issues within the Company. The governance of sustainability issues is supported by specially defined organisational structures, which include teams and sustainability officers in each Business Sector and a key subsidiary. ESG thematic pillar managers work with central and local management teams, ensuring coordination, monitoring progress and providing technical guidance, with the aim of systematically integrating the principles of sustainable development across the Company's range of activities.
At the same time, METLEN applies a systematic due diligence approach to manage actual and potential significant sustainability impacts, risks and opportunities. This approach is based on the international guidelines for responsible business conduct and includes: identification and impact assessment processes, setting targets, action plans, monitoring mechanisms, taking corrective actions, consulting stakeholders and promoting value chain partnerships.
Through these mechanisms, METLEN ensures that sustainability issues are integrated into its business strategy and day-to-day operation, enhancing long-term value creation for all stakeholders.
METLEN is committed to providing high quality services through a proactive and systematic approach to customer relationship and complaint management. With the use of advanced digital tools and communication methods, the timely recording, analysis and resolution of issues concerning customers and consumers is ensured. Continuous monitoring of satisfaction indicators and regular review of data contribute to the continuous improvement of the services provided and the maintenance of high quality standards. At the same time, the Company fully complies with the applicable legislative provisions, including the protection of personal data, by implementing strict security measures and controls. Through its approach, METLEN enhances customer trust and satisfaction, fostering a positive and trustworthy collaboration environment.
METLEN is dynamically active in the field of energy and innovation, implementing modern projects and services based on cutting-edge technologies such as Artificial Intelligence, blockchain and nanotechnology respectively. Through its subsidiary Avokado, innovative energy management systems are being developed, such as the CORTEX energy assistant based on Generative AI, as well as demand forecasting and energy storage management algorithms in prosumer systems.
In the context of enhancing the experience and protection of the customers of the Energy Sector, training of the support teams for crisis management was carried out, with the aim of providing immediate and effective information and service, in accordance with the instructions of the competent state authorities. At the same time, customer participation was enhanced through the possibility of active involvement in pilot trials of new services, such as smart meters.
The subsidiary company METKA SA ensures strict quality in infrastructure projects, while the subsidiary company Zeologic S.A. also implements innovative waste treatment methods with the application of nanotechnology, offering economically and environmentally efficient solutions.
See more in the Company's Annual Report 2024.
METLEN has set specific annual targets for the Metals and Energy Sectors, with the aim of improving quality, customer satisfaction and managing related risks. The objectives are based on measurable indicators such as the ACR, FCR and TNPS, and the training of teams for crisis management is also foreseen.
Compliance with the applicable legislation, as well as the implementation of compliance controls with the rules related to METLEN's activity, in 2024, resulted in the absence of substantial incidents of personal data breaches. Especially:
See more in the Company's Annual Report 2024.
