BPCE_REGISTRATION_DOCUMENT_2017

6 SOCIAL, ENVIRONMENTAL AND SOCIETAL INFORMATION A range of services to meet the challenges facing our customers

the Act of October 7, 2016 for a digital republic required all ● companiesto provide a customerservice line accessibleto deaf and hearing-impairedcustomersto ensure that their needs are met and they are given the same level of service as their other customers. This obligationwill take effect in October 2018. In keepingwith its Disability policy, Groupe BPCE decided to get ahead of this legal obligation and make all of the group’s commercialtelephone lines accessible. To do this, it negotiated a national agreement with a translation platform covering the entire group. Under the agreement, a videophone interpreting service will be set up between bank employees and deaf or hearing-impairedcustomers for all diability-accessibleGroupe BPCE commercialcontact points (CRCs – CustomerRelationsCenters,branchesand e-branches).This means three people are involved in the conversation: the advisor, the interpreterand the customer;

BPCE Assurances has established an accessibility system for ● customerswho are deaf or hearing-impaired.Policyholderscan now directly access contract management, assistance, and claim and compensationservices via the website of their Caisse d’Epargne.In addition, emergencyassistanceby text message is provided 24/7 in the event of a claim or vehicle breakdown. This tool allows customers who are deaf or hearing-impairedto get in touch with an insurance representative using instant transcription or remote video interpreting services. This allows them to make contact independently,without the need for a third party, as is often the case; several banks also rely directly on customeradvisors trained in sign ● language. Furthermore, they have developed products specifically designed for persons with disabilities, for example to help them purchase equipmentand adapt theirhome to meet their needs.

BRANCH ACCESSIBILITY ➡

Change 2016-2017

2017

Indicator

2016

2015

Numberof accessible branches (Disability Act of 2005)

5,024 63.2%

4,706

4,967 54.5%

7%

Percentage ofaccessible branches (Disability Act of 2005) (as a %)

59%

15.4%

6.2.3

Helping customers address climate risk and gear up for the energy

transition

PREVENTING AND MANAGING CLIMATE RISK Aware of its major role in preventingESG risks, Groupe BPCE made a number of commitments along this line in its 2018-2020 strategic plan. After including CSR and climate risk in the group’s general credit risk policy and environmentalrisk in the risk-mappingprocess covering all group institutions in 2016, this year Groupe BPCE confirmed its commitmentby incorporatingESG criteria in its sector risk policies. Accordingly: the group made climate risk one of the ambitionsof the “financing ● a responsibleeconomy” project; the Risk and Compliance function organized a national day ● dedicated to examining climate risk and green financing, attended by renowned experts in the field, including the ACPR, the French Banking Federation, Banque de France, members of the European Commission’s HLEG, and Finance for tomorrow (Paris Europlace),etc.;

Groupe BPCE has launchedseveral differentinitiativesto identify and manage climate and energy transition risks.

GIVING THE GREEN LIGHT TO GREEN PROJECTS The BPCE Assurance product range for individual customers contains features specifically designed to meet the new needs of its policyholders. The Home Insurance range includes coverage of equipment such as domestic wind mills, solar panels or solar-powered water heaters, energy control cabinets, storage batteries and rainwater collection tanks. Policyholders also receive assistance and advice on how to generate energy savings. The Auto Insurance range offers price breaks to policyholders traveling less than 8,000 km per year in their car, while owners of electric cars can save up to 30% on their policy. Finally, in the interest of providing day-to-day support to its customers, BPCE Assurance offers eco-driving courses.

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Registration document 2017