S4 Consumers and end-users

Impacts, risks and opportunities related to consumers

(S4 ESRS 2 SBM-3)

Vetropack’s business model focuses on the production of high-quality glass containers for food and beverages. As a packaging material, glass allows consumers to enjoy food and beverages in a safe and responsible way. It also offers health benefits: thanks to its inert molecular structure, glass does not interact with its contents and provides a secure barrier against external influences. It prevents the migration of chemicals into food and beverages. Glass also preserves flavours, extends shelf life, and helps reduce food waste.

Product defects, such as glass splinters or impurities, may pose risks to consumers’ health and safety. Although such incidents are rare, they can occur if the glass packaging does not meet the required quality and safety standards, or if transportation and filling processes are not properly managed. In cases where products must be recalled due to quality and safety concerns, we may face reputational damage and financial losses. On the other hand, opportunities arise as glass packaging gains popularity among consumers who value health-conscious packaging and are increasingly critical of petroleum-based materials. This opportunity is driven by global trends, regulations, customer requirements, and shifting consumer preferences.

As a company operating in the container glass industry, Vetropack is active in Business-to-Business (B2B) commerce. We sell our products to customers (brand owners), but we have very limited direct interaction with consumers. Our customers are responsible for the final packaging and filling of their foods and beverages. This process may also impact the quality and safety of the glass packaging. However, Vetropack remains responsible for ensuring that its glass containers meet quality requirements including customer specifications, relevant legislation, and ISO standards for quality and food safety. Quality and safety impacts are not associated with specific categories of glass containers or consumer characteristics. The positive and negative impacts of our products affect all consumers who eat and drink foods and beverages packed in Vetropack’s products. No vulnerable consumer groups have been identified as being disproportionately affected by these impacts.

Policies related to consumers

(S4-1, ESRS 2 MDR-P)

Vetropack’s Quality and Food Safety Policy forms the foundation for all processes related to our glass containers. This policy establishes the framework and guidelines for quality and product safety, with the main goals of ensuring product safety, meeting customer requirements, and preventing health hazards caused by product contamination or defects. It aims to ensure that all glass containers intended for direct contact with food and beverages are safe. The policy reduces reputational and financial risks associated with complaints or recalls. It helps to increase the popularity of glass and to strengthen customer relationships. The Quality and Food Safety Policy covers the entire lifecycle of our products and ensures compliance with food safety and quality standards.

The Management Board, the Director Corporate Development and Integrated Management Systems and the Group Quality Manager are the most senior levels accountable for implementing the Quality and Food Safety Policy, and for ensuring strategic alignment. The policy is developed and reviewed by Quality Management, Engineering and Production, Sales, Legal and Compliance, and Human Resources. It applies to all Vetropack sites and the entire workforce, and also to our suppliers. Supplier audits with a focus on raw materials, machines, and quality specifications ensure that our suppliers comply with the same quality standards that we ourselves follow. Annual evaluations of vendors assess complaint rates and audit results.

Vetropack’s Quality and Food Safety Policy is aligned with the following internationally recognised standards, which it commits to implement: FSSC 22000 (Food Safety System Certification), ISO 22000 (Food Safety Management Systems), and ISO 9001 (Quality Management Systems). These standards are reflected in the way the policy is structured, implemented and monitored. Products must be manufactured, stored, handled, and distributed according to processes and procedures defined by ISO 9001, ISO 22000, and FSSC 22000. Safety hazards in the production process are identified to enable prevention and control, and production processes are monitored in line with food safety criteria.

The Quality and Food Safety Policy is embedded in an audit and certification cycle that includes internal and external audits as well as regular recertification, in order to ensure ongoing compliance and effectiveness. As part of the certification process for our management systems, we regularly review the policy to maintain its effectiveness.

Employee feedback, from sources such as surveys or internal audits, is used as input for updates to the policy. Although the policy is intended for internal use and is not shared directly with customers or suppliers, their requests do indirectly influence its content. Customer feedback – including insights gained from surveys, complaints, and audit evaluations – also shapes quality and safety standards and processes.

Another guideline for our quality management is the Policy Compliance Monitoring Document. This overarching framework outlines how various business functions contribute to quality management. It defines specific performance indicators (KPIs) used to monitor compliance with the Quality and Food Safety Policy. The guideline sets universal goals for improving product quality and optimising processes while ensuring compliance with standards. This guideline is also applicable to the entire Vetropack Group.

The Code of Conduct reinforces Vetropack’s commitment to safe products and provides support for customers to ensure consumer safety. Its implementation and monitoring are described in sections S1 Own workforce and G1 Business conduct.

Engaging with consumers

(S4-2)

Vetropack operates in the container glass industry, supplying around 1,700 customers in the food and beverage sector through B2B channels. Consumers purchase food and beverages in our glass containers from retailers and wholesalers; the majority of these are located in Europe, although some products are exported globally.

Direct engagement with consumers is rare, as interaction occurs primarily with customers (brand owners). Vetropack directly interacts with customers through the respective sales representative, who then coordinates technical customer service. If products do not meet specified quality and safety standards, Vetropack collaborates with brand owners to mitigate any negative impacts on consumers and initiates an incident management process. Direct engagement with consumers takes place through initiatives such as Friends of Glass, through which Vetropack promotes awareness of the health benefits of glass packaging in protecting packaged food and beverages. As a member of FEVE, the European Container Glass Federation, Vetropack shares information on the importance of glass collection and recycling. In addition, information about manufacturing processes and products is provided on the company’s website and via social media channels. Operational responsibility for consumer engagement lies with the Communications team.

We engage with customers to continuously improve product quality and safety by collecting feedback through regular customer surveys and systematic complaint analysis. Complaints are logged, categorised and investigated promptly, with root cause analyses and corrective actions implemented in accordance with the Quality and Food Safety Policy. Complaint trends are monitored to identify recurring issues and prioritise improvements in processes.

Channels to raise concerns and remediation

(S4-3)

Vetropack has established structured processes to provide or contribute to remediation in cases where our products cause or contribute to negative impacts on consumers’ health and safety. The complaint handling process and product recall procedures form part of a systematic approach to managing such incidents. Several processes have been implemented to manage complaints, including the customer hypercare process, the Root Cause Analysis (RCA) processes and tools, and the Corrective and Preventive Action (CAPA) process. Customer hypercare is provided by a task force that assesses incidents, supports customers, ensures product quality, and helps to prevent product defects in the future. All complaints – especially those involving health and safety risks – are logged, categorised, and investigated promptly. RCA and CAPA procedures are applied to prevent recurrence, with findings used to adjust processes and inform employee training. Vetropack’s traceability systems and processes enable the identification and withdrawal of affected batches, under the management of a cross-functional crisis team that oversees communications, logistics, and RCA. Vetropack does not take recall decisions itself; however, it participates in customers’ recall processes and, where appropriate, compensation procedures are initiated.

Vetropack assesses customers’ and consumers’ awareness of its structures and processes for raising concerns about product quality. We share product documentation, safety standards and usage guidelines with customers to help build trust in our quality and food safety management systems. Regular customer engagement – through surveys, audits, and feedback sessions – enhances understanding of Vetropack’s quality systems and complaint‑handling processes. Escalation procedures are embedded in the Compliance Monitoring Document.

To assess the effectiveness of processes for remediating negative impacts and of channels for raising concerns, we use internal KPIs such as the number of critical complaints, timeliness, and Internally Detected Critical Defects (IDCD) per million units, and monitor complaint trends. The IDCD indicator is used to address the root causes leading to the highest numbers of defect occurrences, enabling improvement actions to be defined directly at the source. These metrics are complemented by regular internal and external audits, customer feedback and internal management reviews.

Corrective actions are embedded in the Quality and Food Safety Policy and the Compliance Monitoring Document. In confirmed cases of health and safety risks, Vetropack collaborates transparently with customers and, where issues stem from raw materials or services, conducts supplier audits.

For our Rezon product, we use laser technology based on data matrix codes to enable the rapid identification of affected batches in the event of a complaint. Each bottle is assigned a unique identifier that captures and stores specific data throughout the production process. Depending on the product line, we also use dot matrix ink printers or choose a traceability system at pallet level. This labelling system ensures efficient batch tracking and supports rapid response in the event of a recall.

Vetropack is not in direct contact with consumers; therefore, consumers do not interact with the company directly in the event of a complaint. Customers can report product defects through sales representatives or technical customer service. In addition, customers and consumers may use the SpeakUp system to raise concerns or submit complaints. Further information on the SpeakUp system is provided in sections S1 Own workforce and G1 Business conduct. This anonymous, multilingual platform is accessible via phone or website, enabling stakeholders to report concerns related to misconduct or product quality.

Actions related to consumers

(S4-4), (ESRS 2 MDR-A)

At Vetropack, responsibility for product quality is managed by interdisciplinary teams comprising experts in technical performance, technology, purchasing, and quality. Our production processes follow defined requirements and standardised workflows as set out in our quality and food safety management systems. All Vetropack plants have their quality management systems certified to ISO 9001 and their food safety management systems certified either to FSSC 22000 or ISO 22000. FSSC 22000 incorporates the requirements of ISO 22000 and is recognised by the Global Food Safety Initiative. The following sites are certified to FSSC 22000: Pöchlarn and Kremsmünster (Austria), Kyjov (Czech Republic), Hum na Sutli (Croatia), Boffalora (Italy), Nemšová (Slovakia), and Gostomel (Ukraine). Chișinău (Moldova) is certified to ISO 22000. Regular internal and external audits assess compliance with processes, standards, ISO requirements and applicable external regulations. Recertification typically occurs every three years. Audit follow-up procedures include tracking corrective actions and verifying their implementation, where required.

We perform laboratory tests to measure quality parameters; depending on the type of food or beverage, we carry out destructive, thermal shock, or non-destructive dimensional tests. Vetropack continuously invests in technical advancements, such as inspection machines, to further improve product quality. Preventive actions include hazard analysis and risk control. All manufacturing, storage, handling, and distribution processes follow approved procedures to prevent contamination, breakage, or quality deviations. Our Food Contact Material Safety Concept also defines procedures to identify and prevent risks relating to food safety, food defence, and food fraud. Regular employee training supports compliance with these standards and procedures.

The handling of actions taken to remedy negative impacts on consumers is embedded in the Quality and Food Safety Policy, the Code of Conduct, and the Compliance Monitoring Document. The Policy Compliance Monitoring system tracks the implementation and effectiveness of corrective actions. Internal and external audits verify whether remedial actions have been completed and have effectively resolved the issue. KPIs such as the number of critical complaints, complaint trends, and internal defect rates are monitored. Vetropack tracks customer complaints, categorises them (e.g. as ‘production’, ‘transport’ or ‘warehouse’), and analyses trends as a basis for corrective actions. Complaint trend analysis helps to identify recurring issues and prioritise corrective actions, while customer feedback supports process refinement and improved responsiveness.

Processes to ensure the quality and safety of glass containers cover the entire product lifecycle, including product design, marketing, sales, and broader industry collaboration. Product safety and quality considerations are integrated into the design phase, where the use of food‑grade compliant materials and appropriate thermal and mechanical resistance is ensured. Containers are engineered to minimise the risk of breakage or contamination. Eco-design principles are applied to reduce container weight and enhance safety and environmental performance. Marketing materials are reviewed for accuracy and compliance with safety claims, and sales teams are trained to communicate product specifications and safety aspects to B2B customers, and to avoid misleading claims.

Targets related to consumers

(S4-5), (ESRS 2 MDR-T)

We aim to achieve zero product recalls each year.

Recall decisions are taken by our customers, the brand owners, and Vetropack participates in their recall processes. Recalls refer to the withdrawal of glass packaging that has already been delivered to customers. They occur when products are defective, unsafe, or non‑compliant with regulations and are recorded when customers officially initiate them and inform Vetropack accordingly.

In the reporting year, no recalls were recorded, and the target for 2025 was therefore achieved.

Metrics related to consumers

(S4-5), (ESRS 2 MDR-M)

Reporting principles: Consumer complaints are collected by our customers rather than directly by Vetropack. When a consumer reports an issue to a brand owner or filler, the customer forwards the case to Vetropack. The case is then registered as a customer complaint, followed by a full technical investigation, corrective actions and feedback. This ensures that potential issues originating from consumers are captured and handled systematically. Our definition of recalls is described in the targets section. Metrics on critical complaints are derived from the centralised quality management system. Critical complaints are counted based on an internal severity classification and include:

• Actual or potential consumer safety issues
• Cases where individuals could be injured or where personal injury has already occurred
• Actual or potential product liability cases
• Critical defects in accordance with CETIE DT 26.00 or applicable customer standards
• Any other product‑safety‑related defect that could result in a container bursting or breaking
• Costly complaints meeting one or more of the above‑mentioned criteria

Vetropack has launched a strategic quality initiative aimed at reducing the overall number of complaints, with a particular focus on minimising critical complaints. As part of this initiative, the methodology for root cause analysis will be further developed and strengthened across the entire value chain. In addition, the Pareto principle will be applied systematically to identify and address the most frequently occurring defects in production, warehousing and logistics processes, with corrective actions defined and implemented accordingly. A comprehensive quality awareness campaign is also being rolled out in 2026 to foster an even stronger quality culture throughout the organisation.