Creating joy for our customers Company email addresses. A review of cyber and data security is also a standing agenda item for OUR PROPOSITION our Audit and Risk Committee (see page 132). In the event of any significant data breach, we would Products that are great value, comply with our obligations to notify impacted individuals in a timely manner. In FY21 we had no with choice, style, quality & breaches which we were required to notify to the sustainability UK Information Commissioner’s Office or to any individuals. Our Privacy Policy makes it clear to Services that help from customers why and how we use their data, how inspiration to delivery, fitting we protect it and what their rights are regarding & take-back control of their data, including how they can ‘opt out’. Third parties engaged to handle our customer data are also assessed for good practices and care Experiences that are seamless, of customer data. We last updated our Privacy physical & digital, helpful Policy in April 2021 and it is clearly dated and & friendly available from dunelm.com. More information about we manage risks relating to IT systems, data and cyber security can be found on page 86. Our plan is to become our customers’ 1st choice POLICY for home, by giving them a wide range of products, services and positive experiences no matter where, Pausa cafes: food safety, labelling and how or when they shop with us. Our key metric in provenance this area is net promoter score (NPS) – a Group KPI Our policy is to provide safe, quality food and executive bonus metric, see page 32. Nick, and drinks, in a safe environment. Our Food our CEO talks more about developments and Safety Manual sets out food safety and hygiene performance in his CEO’s review on pages 20 to 26. requirements, and our brand standards policy GROUP KPI sets out provenance and quality standards. For example, our tuna is only caught by pole and line, CUSTOMER SAFETY or using Purse Seine netting – methods which Safe to shop reduce the risk of catching unintended species During the year – in and out of lockdown – we or damaging the sea bed. We have no GMO nor continued to make it as safe as possible for our irradiated products, and we have committed to customers to come back using free range eggs in all products and removing into stores, use our all hydrogenated fats by March 2022 (we need to contactless Click & Collect and ‘to car’ services address just a handful of products in our product and be reassured of home delivery protocols. range of over 100 products). All coffee and tea We continued to implement Covid-safe protocols ranges are Rainforest Alliance certified and we in our Pausa cafes, including socially distanced have introduced five plant-based lines in our seating, the installation of screens, and enhanced current range. We are also working to ensure all food handling and cleaning regimes. More food and drink categories have either a ‘plant information about our overal alpproah to heatc lh based’ or gluten-free line option. and safety is covered on page 72. Product safety standards are set out in our Quality manual which Food safety involves safe practice from start to is shared with our suppliers. finish in the food chain. As well as our policies Customer data protection and cyber security referred to above, we have a cross-functional food safety group run by the Head of Pausa and All Dunelm colleagues are trained via an online attended by members of operations, legal, and module in data protection compliance and health and safety teams, and an expert third-party cyber security on induction and then complete food technologist. This group oversees safety, an annual refresher. This year, we have engaged compliance and the implementation of new a specialist legal firm to provide tailored small legislation. In FY21 there were no reportable food group training sessions to our leadership team safety incidents or public recalls. In recent years and to relevant functional teams, including our we have improved on-pack allergen information digital marketing, analytics, data engineering, for customers and through our new allergen supply chain, people and contact centre teams. web-based software which is displayed on our These have been well received and have increased in-store Pausa tablets. This also includes nutritional awareness and the profile of this topic across the information as required by legislation coming into business. Additionally, cyber security awareness force later in 2021. updates are sent every month to colleagues with DUNELM GROUP PLCANNUAL REPORT & ACCOUNTS 2021 63 STRATEGIC REPORT GOVERNANCEFINANCIAL STATEMENTSOTHER INFORMATION