Socially responsible business

The activities of Zagreb Holding are of vital importance for the City of Zagreb, which makes us particularly responsible for the quality of life in the community we operate in. Aware that the quality of our services and our choice of technologies directly impact the standard and the quality of life for the city’s entire population, we are using corporate social responsibility to continually enhance the standards of social development, environmental protection and human rights. We are also promoting social dialogue within the Company and helping our workers gain new, advanced knowledge and skills.
We strive for high business practice standards and are clearly committed to improving the way we treat our environment. Zagreb Holding implements and develops environmental management policies in the City of Zagreb area in line with the principles of sustainable development. The quality management system and environment management system are based on the requirements of international standards HRN EN ISO 9001:2000 and ISO 14001:2004.
We implement a variety of measures to encourage the local community to treat the environment responsibly, including placement of containers for separate collection of various types of waste, removal of bulky and other waste, recycling centres and the so-called “green islands”, comprising paper, plastic and glass containers. We collect about a hundred tons of usable and potentially dangerous waste a year through our various activities, including removal of waste from illegal dumps.
In line with the standards of environmental and social responsibility, we started using biodiesel fuel in our public transport vehicles in 2007. We bought 214 new buses in 2008 and 2009, 60 of which run on compressed natural gas. We also bought 40 vehicles running on biodiesel to be used in waste removal and street cleaning. Some of the funds came from the CIVITAS ELAN project, co-funded by the European Commission. Very soon, the entire fleet used in public transport and other services will be replaced with vehicles running on environmentally friendly fuels. We believe this will go a long way toward reducing the pollution resulting from heavy city traffic.
Special attention is paid to protection and promotion of the rights of persons with disabilities. Low-floor vehicles were bought to adjust the public transport system to the needs of all user categories. Hundreds of our employees with varying degrees of disability successfully participate in challenging and diverse tasks in all our branches every day. Zagreb Institution for the Rehabilitation of Persons with Disability by Professional Rehabilitation and Employment (URIHO) is one of our most important partners.
In cooperation with local government and NGOs, we work on balancing the demands for a better quality of life, accomplishment of social well-being and sustainable operation of utility companies.
The Consumer Complaints Committee was set up in September 2009 to improve consumer protection. Prior to this date, we had separate committees in individual branches whose decisions on consumer complaints were final.
The Committee at Holding level provides for two level decision-making, elevating consumer protection from possible abuse to a new, higher level.
Under the Rules of Procedure of the Consumer Complaints Committee, in the first instance consumer complaints are resolved by specially organized professional departments in Holding branches and affiliates. These departments consist of three employees of the branch or company, who consider the complaints about the services provided by each branch or affiliate.
Any customer not satisfied with the decision of the first instance body can raise their complaint with the Zagreb Holding Consumer Complaints Committee. An extra level of neutrality is ensured by appointing representatives of consumer protection associations into the Committee along with employees of Zagreb Holding and its affiliates.
The Consumer Complaints Committee is just a part of our efforts to get closer to our customers and improve the quality, number and diversity of the services we provide.
Zagreb Holding began organizing “Green Office” educational workshops for its nearly 13 000 employees as a part of the Systematic Energy Management project in late 2011. The workshops are aimed at raising awareness and knowledge about energy efficiency among Zagreb Holding employees and thus conserving energy and cutting down our energy consumption.
Motivational trainings were organized in collaboration with the United Nations Development Programme (UNDP), which was established on World Environment Day, 5 June 2011. The educational workshops were a part of the larger project Promoting Energy Efficiency in Croatia (EE project), implemented by the UNDP and the Ministry of Economy, Labour and Entrepreneurship in collaboration with the Croatian Environmental Protection and Energy Efficiency Fund and the Global Environment Fund.
In this day and age, organizations whose strategies are based on sustainable development gain recognisability on a local and global level. Corporate responsibility implemented by Zagreb Holding includes not only environmental responsibility, but also responsibility to the employees and the community as a whole.
The Company is not just committed to the satisfaction of its customers: it also pays special attention to the well-being of its employees. 32 trade unions are active in Zagreb Holding and its affiliates.
We endeavour to provide continuous training for our employees to increase the efficiency and safety of their work processes. Protective measures are regularly implemented to minimize or eliminate risks to employee health and the working environment in the work processes.
In cooperation with the coordinating committee of the trade unions active in the Company, we established a closed-end voluntary pension fund for Zagreb Holding employees in 2008. By establishing the fund and offering financial incentives, we encourage our employees to save in the long term, having in mind the quality of their lives even after they retire.
We made improvements in all our areas of activity, but there is still a great deal to be done. Going forward, we will continue to work on improving the quality of life in the local community and beyond. Our corporate responsibility policies will go on in their mission, building the most responsible relationships with all stakeholders and showing zero tolerance to any unethical or corruptive behaviour.
In line with Article 24 of the Zagreb Holding Articles of Association, the Company’s Management Board decided to appoint a personal information protection official at the meeting held on 8 April 2015.
Željka Šurbek Deduš was appointed the Personal Information Protection Official at Zagreb Holding.
The responsibilities of the Personal Information Protection Official are:
To make sure that any processing of personal information is compliant with the Personal Information Protection Act and other regulations pertaining to personal information protection,
To warn the manager of the personal information database about the need to enforce personal information protection regulations in plans and activities with potential impact on matters of privacy and personal data protection,
To inform all employees working in personal information processing about their legal obligations in protecting personal information,
To make sure the obligations set forth in Articles 14 and 17 of the Personal Information Protection Act are observed,
To make sure the rights set forth in Articles 19 and 20 of the Personal Information Protection Act can be exercised,
To cooperate with the Personal Information Protection Agency on supervision of personal information processing.
Contact information:
Phone: 01/ 6420111
Fax: 01/ 6429 012