IBERSOL | Integrated Management Report - 2024

INTEGRATED MANAGEMENT REPORT 2024 Consumer information safeguard policy measures The Group fully complies with consumer privacy rights when man- aging customer information captured through customer interaction platforms, such as loyalty programmes and home delivery applica- tions managed by the company (eg: Pizza Hut delivery) or through aggregators. The company promotes customer freedom of expression by making available and properly managing various communication channels (brand websites and mobile apps, social media pages, complaints book, Ibersol book, emails). On the other hand, the company has a complaints management system which, whenever relevant, includes liaising with the consumer to ensure that the reason for the complaint is properly assessed and resolved. The company provides accurate and complete information on its range of products and services for sale (including prices, promotions, sales channels, allergen table, nutritional table) in physical form in the restaurants and virtually on the website and apps. Consumer safety policy measures The company is certified in ISO standards relevant to the safety of its customers, namely NP EN ISO 9001: Quality Management Systems and NP EN ISO 22000: Food Safety Management Systems. The Group’s central production unit, located in Modivas, Vila do Con- de, which is part of the Group’s subsidiary Ibergourmet - Produtos Alimentares, S.A., has since 2023 been certified to the GFSI - FSSC 22000: Food Safety System Certification standard (version 5.1), a highly demanding standard for food safety requirements. Below are details of the business units certified to the ISO standards mentioned above: a) Certification to the NP EN ISO 9001 standard - Quality Manage- ment Systems: HEAD OFFICE - Ibersol Group Restaurant Operations Management. RESTAURANT UNITS - Provision of Restaurant and Catering Services: Estádio do Dragão Catering and various restaurants at Lisbon Airport. 223