The activities of D’Ieteren Auto mean responsibility toward its customers, employees and numerous partners that the company wants to take in an exemplary manner. It relates to the reputation and the trust it generates. For this reason, D’Ieteren Auto has produced a code of conduct, entitled “The WayWeWork”, for its employees. They are encouraged to respect the principles set out in this code of conduct in all aspects of their job. Whenever any questions are raised on these matters, the answers are communicated across the company to ensure that all employees are made aware of problematic situations. Various internal policies and directives have been strengthened to reflect this code of conduct. For example, the purchasing and sponsorship policies now include clear, transparent exclusion and selection criteria, helping to deliver greater trust and respect in the company’s relations with the stakeholders concerned. The human resources processes have been revised to ensure that they fully reflect the principles set out in the code of conduct. Examples include the internal mobility and remuneration policies.



Our commitment to ensure we maintain the highest levels of ethical standards wherever we operate continues to be reinforced by the Belron Code of Ethics – Our Way of Working. During 2014 the Belron Ethics website has been updated to provide the countries with a central online portal where they can download the Our Way of Working codes and Speak Up line posters in their local language. This website also hosts the awareness training through an online module. Whilst it is preferred that the awareness training is carried out face to face by the employee’s line manager, it is realised that this is not always possible. The online training module contains the same awareness training and is concluded by a 5 dilemma assessment. The module has now been translated to Swedish, Hungarian, Russian, Turkish, German, Mandarin and Brazilian Portuguese. Whilst Belron employees are encouraged to speak to their line manager if they witness anything that concerns them or find themselves in a difficult situation, Belron also provides an independent “Speak Up” line, run by Expolink. Expolink have a strict training programme for all their call centre operators which include dealing with distressed or highly emotional callers through to understanding of risks, ethics, governance and cultural differences. Although the call centre is based in the UK, they are equipped to deal with callers from all of the Belron businesses through connecting the appropriate translator to join in on the call. Up to November 2014, 26 calls had been made to the Speak Up line. Each call is reported to an independent central Belron team who work with the country executive management to follow up all concerns raised. This system continues to prove very effective for Belron employees and the business as a whole.