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Product Responsibility Indicators

Management Approach Safety for our customers, employees and the general public is our highest concern.
G 3.1
INDICATOR
G4
INDICATOR
TOPIC RESPONSE
EU23   Programs to maintain access to electric service and customer support We provide a variety of programs in each state, with education through our Web site, bill inserts, liaison with social service agencies and other means. See also Legacy of giving lives on for examples of support for low-income customers.
EU24   Practices to address language, disability and other potential barriers to safe access to electric service and customer support Please see Special Assistance, and Duke Energy en las Carolinas.

Duke Energy facilities, where customers visit, are designed to meet applicable building code requirements at the time of construction. Code requirements address a wide variety of national, state and local directives, including accessibility for those with disabilities.
Customer Health & Safety
PR1 G4-PR1 Safety assessment and improvement We put safety first in all we do, and this core value applies to public, product & service, and employee safety. See Public Safety information on our Web site.
PR2 G4-PR2 Number of incidents of non-compliance with health and safety codes relative to customer health and safety None known
Product & Service Labeling
PR3 G4-PR3 Labeling information required by procedures Electric and natural gas service cannot be labeled. We provide extensive Public Safety information through bill inserts, announcements, targeted mailings and our Web site.
PR4 G4-PR4 Incidents of non-compliance with product and service information and labeling None known
PR5 G4-PR5 Practices and results of customer satisfaction surveys Regular satisfaction surveys among all customer classes are conducted. See Customer Satisfaction results in our Sustainability Report.
Marketing Communications
PR6   Programs for adherence to marketing regulations Regulatory compliance/legal reviews are conducted for marketing campaigns.
PR7 G4-PR7 Incidents of non-compliance with regulations and voluntary codes relative to marketing and communications None known
Customer Privacy
PR8 G4-PR8 Number of substantiated complaints or breaches of customer privacy Duke Energy has established a Data Privacy and Identity Theft Protection Program to protect personal information that Duke Energy collects, uses and stores. The program implements consistent measures to comply with the applicable laws, rules and regulations.
Compliance
PR9 G4-PR9 Fines paid for non-compliance with regulations and codes for use of products and services See the Securities and Exchange Commission Form 10-K, beginning on page 141 for information about the status of various litigation, fines and penalties.
EU26   Percentage of population unserved in service area Duke Energy has an obligation to serve all that want electrical service in its service territory.
EU27   Number of residential disconnections Duke Energy does not track this information as specified in the GRI guidelines.
EU28   Power outage frequency See Outage Statistics
EU29   Average power outage duration See Outage Statistics
EU30   Average plant availability factor in the U.S. See Generation Reliability