Product integrity is non-negotiable at Hager. Every solution Hager brings to market must be safe, reliable, and compliant: across its full lifecycle, from development through to end use.

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9.1

Our product safety policy

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Hager’s primary policy framework is the Environment and Energy Charter (Chapter 4: Climate change and energy), which sets out its commitments on customer health and safety and hazardous substance elimination. The safety of Hager’s products is closely linked to our efforts to eliminate hazardous substances.

We comply with all relevant consumer health and safety regulations, including the Low Voltage Directive (2014/35/EU) and Restriction of Hazardous Substances (RoHS) Directive (2011/65/EU).

All products are assessed prior to market release. Integrated product safety and quality management processes help identify potential negative impacts and risks to health, safety, and the environment. These include Advanced Product Quality Planning (APQP), Failure Mode and Effects Analysis (FMEA), and quality assurance and control procedures (as described in 9.3 How we build safety into every product). Extensive performance testing, including field tests, routine tests, and follow-up tests, is also undertaken. Timely and appropriate training, instruction, and information are provided to all employees, partners, customers, and end users.

Methods and procedures are periodically reviewed and audited. Incidents feed directly into procedure updates through the mechanism described in 9.2 Engaging with consumers and end users.

9.2

Engaging with consumers and end users

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Understanding customers is central to how Hager manages product safety and quality. This includes those who may face barriers in accessing or using solutions effectively, such as elderly users, persons with disabilities, or customers with limited digital literacy.

To ensure open, honest, and fully transparent customer dialogue, Hager maintains systems to track, monitor, and respond to customer concerns, including recording grievances, investigations, and outcomes. Customer engagement is carried out across a range of channels, including:

• Customer fairs and key account manager relationships
• Technical support interactions
• Customer satisfaction surveys including the Speak Up! survey
• Digital platforms: product review channels, online forums, and social media
• The Let's Talk! integrity alert system (10.3 Reporting integrity alerts)

The Speak Up! survey is a comprehensive customer feedback tool used to evaluate brand perception, customer satisfaction, and overall experience. Insights from this survey help Hager understand whether customers feel heard and concerns are resolved satisfactorily, and where improvements to existing customer communication channels may be needed. Customer feedback also informs product development. For example, demand for lower-carbon and recycled materials is now integrated into the eco-design process. Additionally, customers and end users who wish to raise concerns have access to the integrity alert system Let’s Talk!, described in 10.3 Reporting integrity alerts.

When customer concerns, safety incidents, or non-compliance are identified, they are investigated by relevant internal functions to determine the root cause and assess Hager’s role. Where responsibility is confirmed, appropriate remediation measures are implemented without undue delay.

Processes may include corrective or preventive actions, provision of safety information, repairs, replacements, recalls, or withdrawals, in line with applicable regulatory requirements and internal quality standards. Hager cooperates closely with customers, distributors, installers, and competent authorities to ensure effective and transparent remediation.

Lessons from incidents and complaints feed directly into product design and quality processes to prevent recurrence.

As a result of this continuous effort, in 2025 Hager recorded zero incidents related to consumer health and safety¹. This result is consistent with Hager’s historical records.

This result reflects the effectiveness of pre-market assessment processes and is consistent with the record for many years. Hager continues to monitor proactively rather than reactively.

9.3

How we build safety into every product

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Product safety is integrated at every stage of the production process. Rather than setting standalone targets, product safety is embedded in the quality management system, governed by the processes below and monitored through the Speak Up! survey.

Hager has established continuous monitoring and improvement processes linked to any changes to existing products or the development of new products. They support the objective of enhancing the safety of customers and end users as stated in the Environment and Energy Charter.

1. Advanced Product Quality Processes (APQP)

   During all product, solution, and service developments, Hager implements Advanced Product Quality Planning. APQP identifies potential failure modes, allowing corrective and preventative actions to be implemented before market introduction. This reduces the risk of product recalls or withdrawals, non-compliance with legal requirements, and negative impacts on end users.

2. Failure Mode and Effects Analysis (FMEA) and Quality Assurance/Quality Control (QA/QC)

   During engineering, sourcing, and manufacturing, all products are assessed for customer health and safety risks using systematic FMEA and QA/QC processes to ensure long-term safety and environmental compatibility. This reduces the risk of unsafe products being placed on the market, thereby limiting recalls and withdrawals, ensuring legal compliance, and protecting end users from harm such as electric shocks, fire risks, or product malfunctions.

3. Project Quality Maturity Index (PQMI)

   The Project Quality Maturity Index provides a systematic, milestone-based assessment of quality risks and required mitigation measures during project development. PQMI evaluates each project at key milestones through Quality Gate audits, ensuring that any identified safety or quality risks are detected early and addressed in a controlled and documented manner. Every Quality Gate review assigns a maturity status during project development. Low maturity at any gate triggers a high-risk classification, prompting escalation before the project proceeds. This helps mitigate the risks associated with placing unsafe products on the market, including recalls, withdrawals, non-compliance with legal requirements, and harm to end users.

Where tensions arise between remediation actions and other business pressures, such as cost, delivery timelines, or commercial considerations, Hager prioritises the health and safety of consumers and regulatory compliance. Decisions are guided by internal quality standards, legal requirements, and the precautionary principle.

The safety of customers is closely connected to the use of substances of concern in products. Actions to reduce, replace, and eliminate substances of concern, set out in Chapter 5: Managing substances of concern in our products, are therefore also part of the product safety approach, not a separate programme.