Investor Presentaiton

52 VALUE CHAIN ELDORADO BRASIL 2016 SUSTAINABILITY REPORT 53 Eldorado maintains close relations with customers by means of frequent visits both in Brazil and overseas SECTORIAL ENTITIES (G4-16 and G4-26) CUSTOMERS For Eldorado, relations and dia- logue with representative bodies and peer companies are indispens- able for the joint evolution of the industry as a whole. Based on this vision, the company participates actively in the main associations representing its area of activity. Currently the Eldorado Forestry director steers the Forestry Re- search and Studies Institute IPEF (Instituto de Pesquisas e Estudos Florestais), focused on research and development in forestry sci- ences. The company is also repre- sented in Ibá (Indústria Brasileira de Árvores), which comprises the main forestry-based companies in Brazil, ranging from pulp producers to manufacturers of wooden panels and laminated flooring. The central focus of Eldorado's commercial strategy is to maintain close relations with a customer base spread over more than 50 countries. The objective is to build long-term relationships and part- nerships based on trust aimed at driving sustainable growth for both the company and its customers. In addition to the head office in Brazil, which serves the domestic market and Latin America, there are offices in strategic regions worldwide: in Austria, focused on the European, African and Middle Eastern markets, in China, respon- sible for serving the Asian con- tinent, and in the United States, for the US, Canadian and Mexican markets. To ensure rapid fulfillment of the specific requirements of each cus- tomer, Eldorado has highly trained professionals in the commercial, technical and financial areas. They are engaged throughout the process from pre- to after-sales, providing the best possible solu- tions, prioritizing the quality of the product, on-time delivery and the optimization of resources. Maintaining close relations with customers entails series of visits to partners in Brazil and abroad, dur- ing which it is possible to gather feedback, measure satisfaction levels qualitatively and identify opportunities for improvements in relations, developing specific measures for each customer. Using a responsible pulp produc- tion model, Eldorado is certified by the Forest Stewardship Council (FSC) and the Brazilian forestry certification program Cerflor for the major part of its forestry stew- ardship area. This attests to the company's adoption of the most adequate environmental, economic and social practices. The company is certified by the FSC - an inde- pendent international organiza- tion-, since 2012 and undergoes annual audits. Eldorado will un- dergo recertification in 2017. Additionally, the company is compliant with the criteria estab- lished by international bodies and legislations, such as the European Timber Regulation (EUTR), from the Bundesinstitut für Risikobewertung (BfR) in Germany, and the United States Food and Drug Administra- tion (FDA) and the Lacey Act, in the United States. The company also responds to customer question- naires designed to determine the sustainable origin of timber and compliance with environmental and quality management systems, among others. The main associations in which Eldorado has a strategic participation are: Instituto de Pesquisas e Estudos Florestais (IPEF) > Tolerance of Clonal Eucalyptus to Hydric and Thermal Stress Program (TECHS) > Forestry Certification Cooperation Program (PCCF) > Forestry Protection Program (PROTEF) > Silviculture and Stewardship Program, (PTSM) > Forest Improvement Cooperative Program (PCMF) > Polyploidy in Eucalyptus Plants Program > Water Basin Monitoring and Modeling Cooperative Program (PROMAB) Viçosa Federal University > NUTREE Program (study center and cross-disc plinary projects in forestry soil and nutrition) - Soils Department Associação Brasileira Técnica de Celulose e Papel (ABTCP) > Water Resources Technical Commission > Environmental Licensing Technical Group Indústria Brasileira de Árvores (Ibá) > Certification Committee > Climate Change Committee > Sustainability Committee > Biodiversity Technical Group > Environmental Licensing Technical Group Associação Sul-Mato-Grossense de Produtores e Consumidores de Florestas (Reflore) > Forest Consumers (Reflore) > Environmental Technical Group > Forest Fire Fighting Technical Group World Wide Found for Nature (WWF) - MS > Participation in Dialogue Notebooks > Mato Grosso do Sul Forestry Forum Agroicone SP > Participation in meetings on the roadmap for the implementation of the Forestry Code for the Planted Forests Chain

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