Investor Presentaiton
86
SOCIAL AND RELATIONSHIP CAPITAL
RELATIONS WITH
CUSTOMERS AND CONSUMERS
GRI 103-2, 103-3 | 416, 417
INVESTOR
RELATIONS
2021 INTEGRATED ANNUAL REPORT
Our Customer Service (CS)
remains committed to
improvements in the quality of
service provided to customers
and consumers. The Company
started using Zendesk platform,
a market reference in CRM
(Customer Relationship
Management), integrating the
means of communication offered
by the Company in a single
platform. Thus, we now have
a centralized and automated
service, with easy monitoring of
registrations and occurrences.
Customer Service (CS) is
available to consumers by
phone, email, social media,
corporate and our brands'
websites. From interactions with
consumers and customers, we
generate reports that are shared
with sectors such as Quality,
Research & Development,
Commercial, Marketing,
Logistics and Production, for
arranging the proper solutions.
Aiming to promote access
to information, our official
website is 100% accessible in
Brazilian Sign Language (Libras),
a commitment to people with
hearing impairments, through
the virtual interpreter Maya.
In the year, no marketing,
advertising, and promotion-
related non-compliances were
identified. We have not received
any fines, penalties or warnings
for non-compliance with laws or
voluntary codes regarding health
and safety impacts of products
and services. As for the product's
net weight, Inmetro identified
299 inconsistencies, which
resulted in the payment of a fine.
GRI 416-2, 417-2, 417-3
Regulatory Affairs team is
responsible for monitoring
regulations and discussions
regarding new food labeling
legislation for the categories
operated by M. Dias Branco.
This monitoring is performed
through the membership in Abia
and Abimapi and with bodies
such as the Agencia Nacional de
Vigilância Sanitária (National
Health Surveillance Agency)
(Anvisa) and the Ministry
of Agriculture, Livestock
and Supply (Mapa). Laws are
compiled according to the
intensity of the discussions
and the impacts for the
company, and shared with the
multidisciplinary team of the
Nutrition WG, which carries out
studies on the trends.
All our products comply with
Anvisa's Food Library labeling
standards, updated in December
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2021. Raw materials and
formulas are checked to ensure
that the label meets the legal
requirements. These checks are
made for products for domestic
and international trade, and
exported products are examined
according to the legislation
of the destination country. In
2021, we had labeling updates
on applicable products, with
the inclusion of the expression
"New Formula" for products
with a change in composition
in compliance with Anvisa's
Normative Instruction No.
67/20. GRI 102-11, 417-1
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In 2021, Investor Relations
area made important changes
to enhance the quality and
transparency of information
sharing with the market. As
part of these changes, quarterly
results disclosure meetings were
replaced with live broadcasts on
the Company's Investor Relations
channel on YouTube. Executives
intensified attendance in online
events, providing increased
visibility to strategic activities
and opening space for Q&A
sessions with investors.
We highlight the growth of
individual investors, whose
engagement is key for expanding
the Company's shareholder
base. We ended 2021 with over
90,000 investors in this category,
up 14% compared to 2020.
Aimed at generating value for
shareholders and meeting the
requirements of the Long Term
Incentive Program, another
milestone of the year was the
launch of the company's share
buyback program.
We remain recognized by
the market as a sustainable
company. For the 2nd
consecutive year, M. Dias
Branco was selected to join
B3's Corporate Sustainability
Index (ISE) portfolio. ISE is
an important benchmark
for investors interested in
companies mindful of ESG
practices. Also for the 2nd
consecutive time, MSCI (Morgan
Stanley Capital International),
internationally recognized for
publishing performance indices
of the main stocks and stock
exchanges in the world, granted
Resultados
3T21 & 9M21
Vice President comments on results iat the live broadcast for investors
Evolution of score of
M. Dias Branco in ISE B3
In 2021, the Company joined ISE B3
portfolio, which brings together 46
shares of 40 companies from 15 sectors.
59.4%
53.4%
48.8%
2018
2019
A rating for M. Dias Branco in its
ESG assessment.
In addition, for the first time, we
raised
R$ 811.6 million through
Agribusiness Receivables
Certificates (CRAs) classified
as Green Bonds. Demand for
2020
69.87%
2021
CRAS reached R$ 2.3 billion. For
the 4th consecutive year, Fitch
Ratings agency reaffirmed the
Company's credit risk rating
with Long-Term National "AAA"
Rating.
GRI 102-12View entire presentation