{"id":1158,"date":"2026-06-01T03:43:42","date_gmt":"2026-06-01T01:43:42","guid":{"rendered":"https:\/\/esg.erste.pl\/2025\/?post_type=table&p=1158"},"modified":"2026-06-09T05:09:31","modified_gmt":"2026-06-09T03:09:31","slug":"polityki_klienci","status":"publish","type":"table","link":"https:\/\/esg.erste.pl\/2025\/en\/table\/polityki_klienci\/","title":{"rendered":"polityki_klienci"},"content":{"rendered":"\n\n\n\n\n\n\n\n\n\n\n\n
Policy<\/th>\nDescription of content \/ policy area<\/th>\n<\/tr>\n<\/thead>\n
General Code of Conduct<\/strong><\/td>\nThe Code applies to all employees of our Group, regardless of the type of their employment arrangement. The Code sets out the ethical standards and rules of conduct that employees should follow when selling banking products and services, accepting or giving gifts and invitations and avoiding conflicts of interest.<\/td>\n<\/tr>\n
Brand, Customer and Employee Experience Management Policy (TX Policy)<\/strong><\/td>\nThe policy defines how to effectively manage the experience of prospective and existing customers. It contains a description of the process for managing the experience of current and future customers. The TX Policy applies to all employees and associates, and its scope of application depends on the tasks and responsibilities of individual units.<\/td>\n<\/tr>\n
5 Principles of Cybersecurity Policy<\/strong><\/td>\nThis policy promotes the responsible use of IT resources by the bank’s employees, based on five key cybersecurity principles. Its aim is to minimise the risk of information loss or leakage, including customer information, and to protect IT resources against cyber threats.<\/td>\n<\/tr>\n
Brand and Marketing Policy<\/strong><\/td>\nThe policy sets out the operating principles for the marketing function, ensures brand consistency, and establishes the rules for cooperation within the global Group in the areas of marketing and branding. The document lays down uniform principles, responsibilities and key processes in the areas of brand management, marketing and communication to all stakeholder groups. The policy also contains the rules for sponsorship activities.<\/td>\n<\/tr>\n
Policy on handling complaints, enquiries and root cause analysis<\/strong><\/td>\nThis document sets out standards and describes the process for handling complaints and enquiries at the bank. It also specifies how the analysis of issues reported by customers should proceed in order to help improve our internal business processes.<\/td>\n<\/tr>\n
Consumer Protection Policy<\/strong><\/td>\nThis document sets out a control model ensuring the protection of consumer rights, regardless of whether they use the services of the Group or intermediaries acting on its behalf. The policy also describes standards for dealing with vulnerable customers. This is a group of consumers who, due to their personal circumstances, are more exposed than others to negative consequences or financial or personal losses.<\/td>\n<\/tr>\n
Product and Service Commercialisation Policy<\/strong><\/td>\nThe policy sets out the principles and processes according to which all entities within our Group launch new products or modify those already available to customers. The document covers standards relating to, amongst other things: the design of product and service features, responsible sales, and the provision of information about products and services.<\/td>\n<\/tr>\n
Responsible Banking and Sustainability Policy<\/strong><\/td>\nIn this document, we emphasise our commitment to creating value for customers by promoting responsible banking practices that take into account environmental, social and corporate governance aspects. We highlight the role of financial inclusion and sound finances. The Policy is based on international standards, including: the Universal Declaration of Human Rights, the United Nations Global Compact, the Principles for Responsible Banking (UNEP FI), the UN Sustainable Development Goals, the UN Guiding Principles on Business and Human Rights, the OECD Guidelines for Multinational Enterprises, and the Fundamental Conventions of the International Labour Organisation (ILO).<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n","protected":false},"featured_media":0,"template":"","class_list":["post-1158","table","type-table","status-publish","hentry"],"acf":[],"yoast_head":"\npolityki_klienci - CHANGE ME REPORT NAME<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/esg.erste.pl\/2025\/en\/table\/polityki_klienci\/\" \/>\n<meta property=\"og:locale\" content=\"pl_PL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"polityki_klienci - CHANGE ME REPORT NAME\" \/>\n<meta property=\"og:description\" content=\"Policy Description of content \/ policy area General Code of Conduct The Code applies to all employees of our Group, regardless of the type of their employment arrangement. 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