BUILDING CONSUMER CONFIDENCE

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BUILDING CONSUMER CONFIDENCE

• Joris Pollet
• European Voice Conference
• December 4, 2007

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Talk Outline
Introduction to PG
Built-in-Safety
Communications
The complexity of bringing meaningful information
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Brands at the Core of PG

• Global consumer goods company
• Large portfolio of trusted, quality, leadership
  brands
• 23 Billion Dollar brands worldwide
• 19 of these are in Europe

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Consumer is boss A.G. Lafley, CEO PG

• We will provide products and services of
  superior quality and value that improve the lives
  of the worlds consumers now and for generations
  to come.
• PGs Statement of Purpose

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PGs Sustainability 2012 Goals

• Develop and market at least 20 billion dollars
  of sustainable innovation products.
• Complete a decade-long program of reducing the
  greenhouse gas emissions, disposed waste, and
  energy and water consumption of our own
  operations by at least 40.
• Improve the lives of hundreds of millions of
  children in need around the world through our
  global Cause program - Live, Learn and Thrive.

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Talk Outline
Introduction to PG
Built-in-Safety
Communications
The complexity of bringing meaningful information
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Building Consumer Confidence

• Key to be successful with a product on the market
• Two key components
• Safety
• Communications

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The PG Commitment to Safety and Regulatory
Compliance Statement of Purpose

• Our products shall be safe for humans and the
  environment when used as intended and under
  conditions of foreseeable use

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Safety is Integral to Product Design
Safety is a built-in component to all products
Rejection/Elimination/Substitution
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Safety Science in Isolationis Not Enough

• Safety is only the starting point and not enough
  if perception is not addressed
• Consumers need to feel safe
• Consumers have a right to know about product
  safety
• We have a responsibility to respond
• We must therefore communicate

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Major shifts with consumers

• People are feeling less secure and are growing
  even less trusting of institutions
• People are more interested to access information
  themselves
• People want the ability to verify truth for
  themselves
• This demands that we provide the transparency
  that enables people to prove things for
  themselves
• For example making it easy for people to
  understand what is in our products

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Talk Outline
Introduction to PG
Built-in-Safety
Communications
The complexity of bringing meaningful information
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Transparent Multi-level Communications

• Complementary Multi-level Elements
• Labelling
• Web-based communication channels
• Consumer help lines

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Labeling Safety Symbols

• Symbols often not understood
• To minimise the risk of misuse, A.I.S.E. has
  developed a common set of safe behaviour
  phrases and accompanying pictograms that are more
  representational

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A.I.S.E. Safe Behaviour Pictograms
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Web-based communication channels
Science-in-the-Box

• Open and transparent
• Dialogue with multiple stakeholders
• Letting the consumer decide
• Two-way communications
• Multi-level or layered communications
• Highlighted by Commission as model for REACH
  information dissemination
• March 2008 section on misperceptions

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Transparent Product Composition
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Online Safety Data Sheets
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Scientific Publications Database
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Consumer help-lines

• PG Consumer Relations interacts with over a
  million consumers every year across Western
  Europe
• Consumers contact us via phone, letter, fax and
  email
• Support all of the PG brands sold in WE

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Talk Outline
Introduction to PG
Built-in-Safety
Communications
The complexity of bringing meaningful information
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The complexity of bringing meaningful
communication

• Trend towards more compact detergent
• Significant environment/consumer benefits
• Detergents are used on a regular basis and have a
  long history of safe use
• The upcoming Classification Labelling (CL)
  Regulation implementing GHS in the EU will change
  the criteria and result for detergents in
• Reclassification
• Need for Child Resistant Closures and tactile
  warnings of danger
• Up-labelling

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Global Harmonisation SystemDifferentiation and
Avoiding Confusion
Today - Current Classification
Limescale Treatment
Bleach
Auto Dish
Irritating to eyes and skin
Stain Remover
Irritating to eyes
Hand Dish
Not Classified
Laundry Liquid
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Global Harmonisation SystemDifferentiation and
Avoiding Confusion
Tomorrow GHS Classification
Less differentiation? Less meaningful? More
confusion?
Not Classified
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CONCLUSION

• Bringing meaningful communication to consumers is
  a very complex exercise and we need all
  stakeholders and resources to be successful
  building confidence of consumers.
• Communication to consumers will be key to build
  consumer confidence in products. This is one of
  the tasks of ECHA (Art 77, 2, i) and let us work
  together to achieve this goal.
• Geert Dancet, ECHA, wants to
• improve risk communication in chemicals so
  consumers can regain confidence in chemicals and
  support the competitiveness of industry and
  Europe at large

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CONCLUSION

• 3. GHS adoption in the EU should be meaningful
  for consumers, especially
• - Classification Labeling
• - Packaging

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