Ethics Hotline GRI 102-17, 103-2

We offer our stakeholders an Ethics Hotline, through which it is possible to anonymously report any noncompliance with the Code of Conduct, such as cases of fraud, corruption, discrimination, or harassment, among other issues. Contact may be made via the web at (https://secure.ethicspoint.com/domain/media/pt/ gui/50993/index.html) or by telephone, toll-free, at 0800-892-0741 (Brazil); 0-800-50-288 (Peru); 1-855-888-9926 (USA); 0-800-200-288 (Austria) and 1-855-888-9926 / 1-855-350-9393 (Canada). This reporting channel is administered externally by a company specializing in this type of work.

2017 Ethics Hotline Reports GRI 103-2, 406-1

Complaints are reviewed by the Internal Audit committee, together with company’s appropriate divisions. Reports are forwarded to the Audit committee and, depending upon the nature and severity of any given complaint, there may be additional involvement from the Compliance and Legal divisions, as well as the CEO. Complaints and allegations related to other aspects, such as customer services, supplier issues, or communities, are directed to the Customer Service Department or, in the case of labor issues, to the Human and Organizational Development area.

Complaints pertinent to the Ethics Hotline are submitted to the Conduct Committee, which is presided by the Internal Audit committee’s chairman; the body is composed of the CEO, directors, and managers drawn from several corporate divisions. All reports are evaluated and monitored until a suitable outcome is reached. During 2017, the hotline received 140 reports. The average time required to reach resolution and/or closure of an issue was 45 days (as compared to 30 days in the previous year).

In 2017, the Internal Audit team promoted training opportunities for leaders and coordinators in our Brazil units to strengthen the functioning of the complaints investigation system and answer questions.

Human Rights

Among the reports received in 2017 by the Ethics Hotline that were deemed valid, unfounded, or under review, 75 referred to cases of discrimination. When considered to have standing, corrective measures include verbal warnings and suspensions. During the year, human rights training activities totaled 4,177 hours and 1,712 employees exclusively in Brazil participated, which was equivalent to 30% of total employees. GRI 412-2

4,177
hours of human rights training, with participation of 1,712 employees exclusively from Brazil, which was the equivalent to 30% of total employees.

Reports of discrimination to the Ethics Hotline GRI 406-1