Unibail-Rodamco-Westfield
ESRS disclosure: ESRS S4 \ DR S4-3
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- Provide a detailed description of your organization's general approach and processes for offering or contributing to remedies when it has been identified that your organization has caused or contributed to a significant negative impact on consumers and end-users. Include an explanation of whether and how your organization evaluates the effectiveness of the remedies provided.
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Question Id: S4-3_01
In addition to the satisfaction surveys used to assess tenants’ and customers’ views on URW, the Group believes in maintaining open lines of communication with consumers and end-users. To this end, URW has established multiple channels for them to raise concerns. These include customer service desks at URW properties, dedicated email addresses and social media platforms. The Group ensures that all concerns are promptly addressed, and feedback is used to improve its operations and services.
Report Date: 4Q2023Relevance: 50%
- Provide a detailed description of the specific channels established by your undertaking, or through participation in third-party mechanisms, that allow consumers and end-users to directly raise their concerns or needs with your organization and have them addressed. Include information on whether these channels are internally developed or involve external collaboration.
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Question Id: S4-3_02
URW has established multiple channels for consumers and end-users to raise concerns. These include customer service desks at URW properties, dedicated email addresses, and social media platforms. The Group ensures that all concerns are promptly addressed, and feedback is used to improve its operations and services.
Report Date: 4Q2023Relevance: 80%
- Provide a detailed description of the processes implemented by the undertaking to support or mandate the availability of channels for consumers and end-users to raise concerns, as required by Disclosure Requirement S4-3.
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Question Id: S4-3_03
URW has established multiple channels for consumers and end-users to raise concerns, including customer service desks at URW properties, dedicated email addresses, and social media platforms. The Group ensures that all concerns are promptly addressed, and feedback is used to improve its operations and services.
Report Date: 4Q2023Relevance: 85%
- Describe the processes your company employs to track and monitor issues raised and addressed, and outline the measures taken to ensure the effectiveness of the channels available for consumers and end-users to raise concerns. Include details on the involvement of stakeholders who are the intended users in these processes.
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Question Id: S4-3_04
URW maintains open lines of communication with consumers and end-users through multiple channels, including customer service desks, dedicated email addresses, and social media platforms. The Group ensures that all concerns are promptly addressed, and feedback is used to improve its operations and services.
Report Date: 4Q2023Relevance: 60%
- Does the undertaking assess whether consumers and end-users are aware of and trust the structures or processes available for raising their concerns or needs, and how is this assessment conducted? Additionally, does the undertaking have policies to protect individuals from retaliation when utilizing these structures or processes? If this information has been previously disclosed under ESRS G1-1, please refer to that disclosure.
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Question Id: S4-3_05
The Group Whistleblowing Policy has been developed to comply with applicable data protection regulation in the relevant jurisdiction. The monitoring of this Policy is under the responsibility of the GCO in collaboration with the CoE of URW for the US Platform. Viparis’ Code of Ethics ensures that employees and business partners may report a potential infringement to its Code of Conduct and applicable legislation through a specific channel.
Report Date: 4Q2023Relevance: 60%
- Does the undertaking have policies in place to protect individuals from retaliation when they utilize channels to raise concerns or needs, and how does it ensure that consumers and end-users are aware of and trust these structures or processes? If this information has been previously disclosed in accordance with ESRS G1-1, please provide a reference to that disclosure.
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Question Id: S4-3_06
The Group Whistleblowing Policy has been developed to comply with applicable data protection regulation in the relevant jurisdiction. The monitoring of this Policy is under the responsibility of the GCO in collaboration with the CoE of URW for the US Platform. Viparis’ Code of Ethics ensures that employees and business partners may report a potential infringement to its Code of Conduct and applicable legislation through a specific channel.
Report Date: 4Q2023Relevance: 70%
- Has the undertaking failed to establish a channel for raising concerns or support mechanisms through its business relationships, and if so, is there a timeframe for implementing such processes?
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Question Id: S4-3_07
URW has established multiple channels for consumers and end-users to raise concerns, including customer service desks at URW properties, dedicated email addresses, and social media platforms. The Group ensures that all concerns are promptly addressed, and feedback is used to improve its operations and services.
Report Date: 4Q2023Relevance: 75%
- Does the undertaking currently have a channel or processes in place for consumers and end-users to raise concerns, and if not, what is the timeframe for establishing such mechanisms?
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Question Id: S4-3_08
URW has established multiple channels for consumers and end-users to raise concerns, including customer service desks at URW properties, dedicated email addresses, and social media platforms. The Group ensures that all concerns are promptly addressed, and feedback is used to improve its operations and services.
Report Date: 4Q2023Relevance: 95%
- Provide a detailed account of the processes established for setting targets related to managing material negative impacts, advancing positive impacts, and managing material risks and opportunities. Specifically, disclose whether and how the undertaking has engaged directly with consumers and/or end-users, their legitimate representatives, or credible proxies with insight into their situation. Additionally, clarify whether and how consumers and/or end-users affected by these processes can access channels at the level of the undertaking they are impacted by, in accordance with Disclosure Requirement S4-3 regarding processes to remediate negative impacts and channels for raising concerns.
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Question Id: S4-3_09
The goal for 2024 is to obtain the Better Places Certification for 10 European assets, and for all assets by 2027. The Better Places Certification integrates the Sustainability Index results, which allow URW to place priority to 100% of its eligible revenues by 2027. The eligible revenues are based on innovations in Minimum Guaranteed Rent (MGR) from the following categories of retailers: Fashion, Sport Apparel, Jewellery, Bags & Footwear & Accessories, Health and Beauty, Home, Culture & Technology, and Food & Beverage. By 2025, all assets will host at least 1 annual campaign or event to raise sustainable awareness, such as the Westfield Good Festival. Finally, in 2024, the Westfield Grand Prix will be deployed to a new country.
Report Date: 4Q2023Relevance: 35%
- Does the undertaking disclose the process for setting targets related to managing material negative impacts, advancing positive impacts, and managing material risks and opportunities, including whether and how it engaged directly with consumers and/or end-users, their legitimate representatives, or credible proxies with insight into their situation? Additionally, are third-party mechanisms accessible to all consumers and/or end-users who may be potentially or actually materially impacted by the undertaking, or to individuals or organizations acting on their behalf or who are otherwise in a position to be aware of negative impacts, through which they can raise complaints or concerns related to the undertaking's activities? Please specify whether these mechanisms include those operated by the government, NGOs, industry associations, and other collaborative initiatives.
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Question Id: S4-3_10
The goal for 2024 is to obtain the Better Places Certification for 10 European assets, and for all assets by 2027. The Better Places Certification integrates the Sustainability Index results, which allow URW to place priority to 100% of its eligible revenues by 2027. The eligible revenues are based on innovations in Minimum Guaranteed Rent (MGR) from the following categories of retailers: Fashion, Sport Apparel, Jewellery, Bags & Footwear & Accessories, Health and Beauty, Home, Culture & Technology, and Food & Beverage. By 2025, all assets will host at least 1 annual campaign or event to raise sustainable awareness, such as the Westfield Good Festival. Finally, in 2024, the Westfield Grand Prix will be deployed to a new country.
Report Date: 4Q2023Relevance: 20%