181 BMW Group Report 2024 To Our Stakeholders Combined Management Report Group Financial Statements Responsibility Statement and Auditor’s Report Remuneration Report Other Information Sustainability Statement CONSUMERS AND END-USERS Material impacts, risks and opportunities Type Stage of the value chain Policies Targets Specific actions The IT infrastructure used in the BMW Group could negatively impact personal data security, e.g., through fraudulent use of personal data. Negative impact − Systems-based incident manage- ment as part of the information security management system (ISMS) − Policies for the safe handling of cus- tomer data in IT − Securing departmental IT − Data protection projects on the rights of data subjects − Strengthening customers’ personal responsibility in relation to their personal data − Launch of the Passkey procedure − Synchronised and automated imple- mentation of data subject rights By not providing transparency about data privacy practices (such as data collection, storage, use of customer data) and how consumers can protect their data, customers could be prevented from making informed deci- sions and protecting their sensitive data. Negative impact Reputational risk in case of incidents concerning personal data security of consumers and end-users. Risk Access to information allows consumers to make informed decisions about products and services – both in terms of performance and durability of products as well as for proper handling, such as environmental im- pacts during the use phase and end-of-life. Positive impact − Customer experience at the core of the customer, brand and sales sys- tem (sales strategy framework) − Customer orientation (increasing customer satisfaction) − Training for employees in direct contact with customers − Review and optimisation of pro- cesses and responsibilities Information related to health & safety ensures that consumers can properly follow product and service in- structions to safeguard their wellbeing. Positive impact − Customer experience at the core of the customer, brand and sales sys- tem (sales strategy framework) − Customer orientation (increasing customer satisfaction) − Enhanced transparency via the ve- hicle footprint − Owner’s manual and safety booklet Increase of satisfaction, loyalty, and trust of existing customers through well informed decisions and satisfac- tion with their purchase. Opportunity The BMW Group’s product portfolio can contribute to reduce risks to the health and safety of end-users, e. g. through security systems for drivers and other road users. Positive impact − Corporate quality ensures that the highest quality and safety stand- ards are met − All BMW Group products and ser- vices are required to meet the high- est standards in terms of quality and safety − Adressing 100% of complaints re- garding safety-related deficiencies within one year − Implementation of product quality and product safety standards − Management of hazardous materi- als to exclude problematic sub- stances as early as during the vehi- cle design stage − Sensitising and empowering cus- tomers to drive safely BMW Group has a positive impact on health and safety of children when important security information and installations guidelines are made available to the public. Positive impact Reputational risk in the event of of regular or extremely harmful accidents and risks caused by BMW Group products and services. Risk Upstream material Own Operations material Downstream material