Risk management

An ongoing activity

Considering the importance of creating sustainable value for our stakeholders, we ensure that the Company’s organization is consistent with our mission and our objectives (strategic, operational and compliance), promoting an adequate risk management process in the business activities. Sound risk management makes company decisions more knowledgeable, reduces the volatility of results compared to targets, and creates a competitive advantage.

Risk management

We have developed, and continuously update, an Enterprise Risk Management (ERM) model, aligned with the best practices and international standards (e.g., Committee of Sponsoring Organization of Treadway Commission) as well as the recommendations of the Corporate Governance Code. The ERM model is aimed at – through a structured and systematic process of risk assessment, monitoring and reporting - the effective management of the Group’s main risks, also including environmental, social and governance topics, as well as providing adequate information to the stakeholders involved.

The methodology is formalized within the company regulations through specific policies and procedures (“Group Enterprise Risk Management Policy” approved by the Board of Directors) that promote the proactive management of risks, favoring a transversal and dynamic assessment that enhances the existing management systems and allows an adequate information flow to the administrative and control bodies.

Our Enterprise Risk Management Framework has six components:

  • Risk Governance
  • Risk Culture
  • Risk Appetite
  • Risk Assessment and Measurement
  • Risk Management and Monitoring
  • Risk Reporting

The Group Internal Audit & Risk Management Function, through its Risk Management activities, ensures, with the support of the actors involved in the process (i.e., Countries, Regional Vice Presidents, Corporate Executive Officers, Top Management), that the main risks of the Group are promptly identified, evaluated, managed and monitored on a continuous basis.

Risk assessment process

The Enterprise Risk Assessment (ERA) process, carried out annually along with a review during the year to evaluate if any substantial change occurred, provides a periodical update on the risks to which the organization might be exposed. The methodology includes risks related to the main relevant sustainability topics, including those associated with climate change, as well as medium/long-term analyses.

Our risk management process is composed of the following:

Country Level

Corporate Level

Group level

Country Level

Country Level

Engagement with local leadership teams

The countries of the Group are involved in the Risk Assessment process with the aim of identifying and assessing the risks that could impact the achievement of the country's objectives and the related action plans for their mitigation. Within the geographical area of ​​reference, each Regional Vice President has a steering and coordination role in identifying and assessing the risks defined by the countries.

Corporate Level

Corporate Level

Risk management

The Top Management of the Corporate Functions is involved in the Risk Assessment process in order to identify and assess the risks relating to their area of ​​competence.

Group level

Group level

Selection of the main risks

The Chief Executive Officer examines and validates, with the support of the Internal Audit & Risk Management Function, the main risks at Group level identified during the Risk Assessment.

MAIN EXTERNAL RISKS

External risks derive from factors exogenous to the Group.

MACROECONOMIC AND GEOPOLITICAL CONTEXT

The hearing aid market has always proven to be resilient even in times of economic crisis since hearing solutions are non-discretional products which benefit significantly people’s physical, emotional and relational health; customers are also assisted by public and private insurances, as well as consumer loans. However, the current macroeconomic and geopolitical context still characterized by uncertainty and volatility, along with high inflation and high interest rates, could impact various cost categories (e.g., labor cost, debt cost); moreover, the persistent inflation could also impact the consumer confidence, potentially leading to the postponement of the purchase of a device that would still be necessary in the medium term.

For this reason, the Group continues to monitor the evolution of the macroeconomic and geopolitical environment and the relative impact on the business. Regarding the possible direct impact of inflation, in addition to Amplifon’s considerable negotiation power in direct and indirect procurement, various efficiency and productivity improvement actions are underway, for example, in terms of labor cost and marketing expenses.

COMPETITION

The retail hearing care market is expected to grow over the medium/long-term, considering the increasing average age of the population, the rising penetration of hearing solutions in the market, as well as greater consumers healthcare awareness. The market, while still fragmented, is showing a trend of consolidation due to both vertical integration of hearing aid manufacturers, as well as growth of market players (including Amplifon). For these reasons, in light also of the current macroeconomic context, the market may experience increased competition in the coming years. The Group’s main competitors are specialty retailers, which include the manufacturers of hearing aids, and non-specialty retailers (like optical chains, pharmacies and big box stores) which are generally low-cost providers.

It’s possible, therefore, that these players may continue to pursue an expansion strategy, with a potential impact on market share, sales margins, as well as competition in the recruitment and retention of hearing aid professionals and qualified store personnel.

Amplifon’s strategy continues to focus on strong brands recognition, high quality service, as well as on the deep understanding of the consumer. The high quantity and quality of data available allows, in fact, to ensure that customers are provided with a very unique and innovative customer experience. Toward this end, the Group uses sales protocols aimed at excellence in customer service (e.g., Amplifon 360, Ampli-Care) and an increasingly customer-centric approach that values the Amplifon Product Experience (APE), comprising Amplifon-branded products and a multichannel ecosystem with the APP as the first point of contact. Amplifon also continues to strengthen its leadership in core markets by consolidating its role or by becoming market leader.

MAIN STRATEGIC RISKS

Strategic risks are typical of any given business. If managed correctly they can be the source of a competitive advantage or, conversely, they can compromise the ability to reach targets.

MARKETING INVESTMENTS

Consistent with its strategy, Amplifon continues to make significant investments in marketing in order to strengthen its brands and increase the penetration rate of hearing aids for organic growth.

These goals, in the face of a volatile macroeconomic environment and a conceivable evolution in competition, require activities increasingly focused on positive return on investment leveraging on both cost containment and the effectiveness of the initiatives.

 Marketing investments focus on offline media advertising (e.g., television campaigns) and digital channels (e.g., Paid Advertising, Search Engine Optimization, social media). The Group also invests in advanced Customer Relationship Management (CRM) campaigns to ensure unique and personalized experiences for its customers, as well as in the technological innovation program which comprises Amplifon-branded products and the multi-channel eco-system (the “Amplifon Product Experience”) to provide a complete value proposition, comprising product, service and experience.

In the face of the current context, in addition to being able to count on a position of market leadership, Amplifon works to ensure that the global marketing investments are efficient, as well as effective, and carefully monitors the costs and returns, assessing the different strategies, as well as the media mix selected to ensure that the organic growth targets are achievable.

TECHNOLOGICAL CHANGES IN PRODUCTS/OPERATING MODEL

The development of innovative technologies, specifically an alternative to the hearing aid (e.g., surgical techniques, new technologies or pharmaceutical products), would have a very significant impact, but it is considered remote.

Amplifon is characterized mainly by the quality of its service, during the purchase process and the after sales care provided over the life of the hearing aid. The customization of the hearing aid itself is done through the analysis of the specific needs of each customer, combining technical and relational aspects to provide the best service possible and, at the same time, constitute a strong element of differentiation.

The Group continues along its path, investing resources in finding the best ways to develop new technologies, in order to both anticipate and better respond to any change in the business. With a view to monitoring and increasing the service and customer satisfaction, the Group invests significant resources in developing its own line of products and digital technologies, like the Amplifon App, and in redefining its customers audiological experience through Ampli-Care. These investments enable to maintain an ongoing relationship and provide the best customer experience both inside and outside the Group’s stores. An omnichannel approach is also used to enrich the customer experience through experiments with self and remote care solutions.

MAIN OPERATIONAL RISKS

Operational risks are those inherent in the business’s organization, processes and systems, which could impact the efficiency and effectiveness of the Group’s operations.

CYBERSECURITY

The continuous increase in the use of technology, the gradual acceleration toward digitalization, as well as the consolidated use of remote working, continue to expose the Group to different types of internal and external IT risks, including third party vulnerabilities. The cyber-attacks, which have become more widespread globally, including as a result of changes in the geopolitical scenario, pose a constant threat from which Amplifon must protect itself.

Amplifon constantly monitors potential threats and any changes with a view to preventing, as well as minimizing, the impact that these attacks could have on the Group. The continuous monitoring carried out aims to guarantee business continuity, as well as prevent the loss of data/information or financial resources, through activities focused on the security of processes, people and systems (i.e., training, phishing simulation, multi-factor authentication, business impact analysis, data cryptography, specific insurance policies).

IMPLEMENTATION OF NEW IT SYSTEMS

The Group, consistent with its development goals, continued to work on the implementation and release of new IT systems:

  • the centralization of purchasing activities and the release of the new ERP system within Group companies which began in 2020;
  • the implementation of the new front-end system for stores initiated in 2021.

These projects continue to be highly complex, particularly with respect to the management of unique, local characteristics, the roll-out phases and change management.

Amplifon, also considering the experience and the lessons learned, dedicates the necessary resources to these projects, with a particular focus on increasing the know-how of internal resources, and including a robust training program in order to train system users, as well as assist with change management.

HUMAN RESOURCES AND SUSTAINABLE GROWTH

Consistent with the goal of sustainable growth in the medium/long term and to address the organizational needs and complexity of the business, the Group reaffirms its commitment to attracting, developing and retaining the best talents, above all with respect to key managerial positions and qualified store personnel, including internationally. With the aim of being the “employer of choice”, Amplifon, is investing significantly in both the development of a unique and innovative Employer Branding, as well as in talents through specific recruiting initiatives and professional development programs designed to ensure the access to rapidly changing core competencies. The Group has also developed and maintains structured channels which facilitate the recruiting of talents who possess specific sector and innovation expertise (e.g., digital). The current context of high inflation and growing competition could have an impact on the recruitment and retention of qualified store personnel, resulting also in higher labor costs.

Amplifon maintains productive partnerships with universities and dedicates great attention to providing continuous training and professional development. Performances are also assessed based on “ad hoc” compensation mechanisms and incentives. In order to guarantee success in the medium/long-term, global, local and divisional talent mapping and succession planning are carried out regularly. Amplifon is also committed to analyzing and anticipating future needs for key roles, including with a view to the growth of the business and changes in core markets. The level of efficiency achieved by the Group in relation to these elements is monitored constantly by evaluating KPIs related to succession planning, recruiting and retention.

Amplifon pays particular attention to the workplace environment, its people and the organization. This commitment is recognized through the international certifications received for human resources management (i.e., Top Employer)

MAIN REGULATORY RISKS

Regulatory risk stems from compliance with the laws and regulations within the different markets in which the Company operates.

INDUSTRY REGULATIONS

Amplifon operates in a medical sector which is regulated differently in the countries where it is present. The main areas of interest for the Group relate to: i) reimbursement conditions from national healthcare systems or third parties, such as insurance companies; ii) sale and distribution of hearing aids and, more specifically, the requisites and qualifications of the professionals authorized to select, apply and sell hearing solutions; iii) technical aspects of the hearing aids. A change in regulations (e.g., in reimbursement conditions, their amount, or accessibility to the national healthcare service, in the role of otolaryngologists and, above all, the qualifications of the hearing aid specialists needed to sell hearing aids and related services) could have a direct, even significant, impact on the market (considering possible pressures from local authorities/health insurance companies) and, consequently, on performance.

Changes in the sale of “Over the Counter (OTC)”, as well as “Direct to Consumer (DTC)” devices reflect this dynamic. More specifically, the OTC regulations, issued in August 2022 in the United States by the Food and Drug Administration (FDA) and effective as from October 17th of the same year, governs the sale of OTC devices. Based on the new law, only adults over the age of 18 with mild to moderate hearing loss may purchase hearing aids without first consulting a hearing aid specialist. The law defines the technical characteristics, labelling requirements (internal and external), any inherent risk and the consumer protection policy. Currently it is estimated that the introduction of the OTC devices, given the importance of the service provided and the consumers involved (with mild to moderate hearing loss versus the Group’s current core customers which suffer from moderate to severe hearing loss) is having a limited impact on the business, thanks also to the uniqueness of Amplifon’s products and services.

PRIVACY & DATA PROTECTION

Given the nature of its business, Amplifon manages sensitive data of customers, employees and job candidates. The possibility that the processing of personal data does not comply with the relevant regulations, including potential data breaches and incidents, could lead to possible sanctions by Privacy Authorities.

The Group is committed to maintaining adequate security standards, duly protecting data and other proprietary information, in order to guarantee compliance with privacy and confidentiality laws. Toward this end, Amplifon continuously monitors potential legislative changes and amendments that could materialize over the next few years, takes the necessary measures (e.g., appointing a Data Protection Officer) and provides training activities.

Financial risks

The main financial risks are constantly examined and monitored by the Corporate Finance function. With a view to structured management of treasury activities and financial risks, in 2012 the Group finalized and adopted a Treasury Policy which contains guidelines for the management of:

Currency risk

This includes the following types of risk:

  • foreign exchange transaction risk, that is the risk that the value of a financial asset or liability, a forecasted transaction or a firm commitment, fluctuates due to changes in exchange rates;
  • foreign exchange translation risk, that is the risk that the translation of the assets, liabilities, costs and revenues relating to net investment in a foreign operation into the reporting currency gives rise to an exchange gain or loss.

The Amplifon Group’s foreign exchange transaction risk relates to:

  • transactions in which the costs or sales revenues are denominated in currency other than the local currency: this is the case in a few, less material countries (Israel, Canada and the GAES Group subsidiaries, acquired in 2018, in South and Central America) where purchases are made in euros or US dollars. The currency risk stemming from the reorganization and centralization of purchasing is gradually becoming more substantial as the Parent Company is assuming the role of “purchasing center” for the whole Group, managing the purchases of goods directly which are then resold to the subsidiaries. The purchases from suppliers are, however, made in the same currency used in the subsidiaries’ invoices. This activity began in the latter part of 2020 and, to date, has only involved three subsidiaries;
  • other intercompany transactions (medium/long-term and short-term loans, charge backs for intercompany service agreements, chargebacks for marketing costs incurred to support the markets, intercompany dividends) which result in currency risk for the companies operating in currencies other than that of the intercompany transaction

Foreign exchange translation risk arises from transactions in the United States and Canada, the United Kingdom, Switzerland, Hungary, Poland, Israel, Australia, New Zealand, India, China, Egypt and, as a result of the GAES acquisition at the end of 2018, in Chile, Argentina, Ecuador, Colombia, Panama and Mexico.  

Group strategy: 

Foreign Exchange transaction risk

The Group's strategy aims to minimize the impact of currency volatility on the income statement and calls for significant positions in foreign currency to be hedged against foreign exchange risk through specific derivative instruments. These include: (i) bonds issued in US dollars by Amplifon S.p.A. and subscribed by Amplifon USA Inc, (ii) dividends approved, but not yet paid by the Australian subsidiary denominated in Australian dollars and the American subsidiary denominated in US dollars.

With regard to operating procedures, when possible, Amplifon Group covers the risk using a natural hedge developed by maintaining currency deposits in the banks account of the subsidiary exposed to this risk for an amount commensurate with the exposure to the suppliers.

Natural hedges are also preferred by the Parent Company which, as a result of Global Procurement, supply of intercompany services, and dividends has receivables and payables in different currencies.

The development of Global Procurement and the Group-wide roll-out will increase the exposure to currency risk. This is monitored closely and any risk exposure linked to differences in assets and liabilities will be adequately hedged using instruments that have already been identified.

The loans between the Australian and New Zealand companies and between the American and Canadian companies are considered equity investments insofar as the loans are non-interest-bearing and not expected to be repaid. The impact of exchange differences is recognized directly in the translation reserve at equity without passing through the income statement.

The risks arising from other intercompany transactions worth less than €1 million (or the equivalent if denominated in another currency) are not hedged as the amounts are not material.

Foreign Exchange translation risk

The foreign exchange translation risk, in accordance with the Group Treasury Policy, is not hedged. Overall, the impact of the foreign exchange translation risk can be seen in the Group’s Euro denominated EBITDA which was around €3 million lower than the Group’s total EBITDA. The Argentinian subsidiary operates in a high-inflation country but, as the size of the subsidiary is immaterial, the impact on the Group is not significant. 

 

Interest rate risk

Interest rate risk includes the following situations:

  • fair value risk, namely the risk that the value of a fixed rate financial asset or liability changes due to fluctuations in market interest rates;
  • cash flow risk, namely the risk that the future cash flows of a floating rate financial asset or liability fluctuate due to changes in market interest rates.

In the Amplifon Group fair value risk arises on the issue of fixed rate bonds (private placement and Eurobonds). The cash flow risk derives from floating rate bank loans.

The Group’s strategy is to minimize cash flow risk, especially with respect to long-term exposures, through a balanced mix of fixed- and floating-rate loans and assessing whether to switch floating-rate borrowings to fixed-rate when each loan is taken out, as well as over the life of the loans including in light of the current market rates. In any event, at least 50% of the debt must be hedged against interest rate risk. At 31 December 2020, the Group’s medium/long- term debt stems for €701 million from floating rate bank loans, €528 million of which had been swapped to fixed rate debt at the date of this report.

The fixed-rate capital market issues (US private placements and Eurobonds) have yet to be converted to floating-rate debt as currently interest rates are low and the possibility that they will increase is limited.

The Benchmarks Regulation (BMR) which also affects Euribor and could have an impact on hedges will become effective in 2022. The Amplifon Group does not believe that the impact of the reform will be significant.

Credit risk

Credit risk is the risk that the issuer of a financial instrument defaults on its obligations resulting in a financial loss for the holder/investor.

In the Amplifon Group credit risk arises from:

(i)        sales made as part of ordinary business operations;

(ii)       the use of financial instruments that require settlement of positions with other counterparties;

(iii)      the loans granted to members of the indirect channel and commercial partners in the United States for investments and business development.

With regard to the risk under (i) above, the only positions with a high unit value are amounts due from Italian public-sector entities for which the risk of insolvency - while existing - is remote and further mitigated by the fact that they are factored without recourse, on a quarterly basis, by specialized factoring companies. Conversely, the credit risk arising from sales to private individuals based on installment payment plans is increasing, as is the credit risk arising from sales to US indirect channel operators (wholesalers and franchisees). This credit risk, however, is spread out over a number of partners and the amount owed by any single partner does not exceed a few million US dollars. Due to typical business risks, some may not be able to honor their debts. This would result in higher working capital and credit losses. While each subsidiary is responsible for collection of receivables, the Group has set up a centralized system of monthly reporting relative to trade receivables in order to monitor the composition and due dates for each country, and shares credit recovery initiatives and commercial policies with local management. With regard to private customers, the majority of which do, however, use cash, payment options like installment plans or loans (with terms limited to a few months) are offered. These are managed by external finance companies which advance the whole amount of the sale to Amplifon, while the situation of the indirect channel in the US is closely monitored by local management.

The risk referred to in (ii) above, notwithstanding the inevitable uncertainties linked to sudden and unforeseeable counterparty default, is managed by making diversified investments with the main national and international investment grade financial institutions and through the use of specific counterparty limits with regard to both liquidity invested and/or deposited and to the notional amount of the derivatives. The counterparty limits are determined based on the short-term ratings of each counterparty or, if a public rating is not available, on capital ratios (Tier 1). Transactions with non-investment grade counterparties are not allowed unless specifically authorized by the Group’s CEO and CFO.

With regard to the risk referred to in (iii) above, in the event payments fail to be made on the stores sold, ownership will revert back to Amplifon, while the receivables referred to above, are generally personally guaranteed by the beneficiaries and repayments are typically made when the invoices for the purchases of hearing aids are paid. 

Price risk

This arises from the possibility that the value of a financial asset or liability may change due to changes in market prices (other than those caused by currency or interest-rate fluctuations) due to both characteristics specific to the financial asset or liability or the issuer, as well as market factors. This risk is typical of financial assets not listed on an active market, which may not be easy to liquidate quickly or at a level close to their fair value. The Amplifon Group does not have investments in these kinds of instruments and, therefore, this risk currently does not exist. 

Liquidity risk

This risk typically arises when an entity is experiencing difficulty finding sufficient funds to meet its obligations and includes the risk that the counterparties that have granted loans and/or lines of credit may request repayment. This risk became particularly significant in 2020 in the wake of the Covid pandemic.

Toward this end, Amplifon implemented a series of measures and actions which made it possible for the Group to better manage its financial position, further strengthening its structure and solidity. More in detail:

  • the company resolved not to proceed with the payment of a dividend to shareholders, allocating the entire profit for 2019 as retained earnings;
  • a series of measures were adopted which focused on cost containment, reducing and redefining investments, quickly accessing all the tools made available by the governmental authorities, along with other operational initiatives and the management of working capital;
  • the Group’s financial structure and liquidity position were further strengthened by refinancing debt, extending maturities and gathering new financing for a total of more than €1 billion.

In this way the Amplifon Group was able to provide ample headroom and ensure the flexibility needed to take advantage of any opportunities to consolidate and develop business that might materialize. 

 At the end of the year available short-term credit lines amounted to €201 million and had not been utilized. Irrevocable credit lines amounted to €195 million and were unutilized at year-end.  The debt is primarily long-term with the first significant maturity, which cannot be extended, in 2025.

The measures described above, the increase in recurring margins posted despite the drop in revenues caused by the Covid-19 outbreak, and the strong recovery of the business in the second part of the year achieved despite the new lockdown measures implemented in the fourth quarter in the main European markets following the second wave of the pandemic, indicate that there is no significant liquidity risk, at least in the short-term.  

Hedging instruments

Hedging instruments are used by the Group exclusively to mitigate, in line with company strategy, interest rate and currency risk and comprise exclusively financial derivatives. In order to maximize the effectiveness of these hedges the Group’s strategy calls for:

  • large counterparties with excellent credit standing and transactions which fall within the limits determined in the treasury policy in order to minimize counterparty risk;
  • the use of instruments which match, to the extent possible, the characteristics of the risk hedged;
  • monitoring of the adequacy of the instruments used in order to check and, possibly, optimize the structure of the instruments used to achieve the purposes of the hedge.

The Group’s Treasury Policy also defines the rigorous criteria to be used when selecting counterparties.

The derivatives used by the Group are generally plain vanilla financial instruments. More in detail, the types of derivatives used include:

  • cross currency swaps;
  • foreign exchange forwards.

On initial recognition these instruments are measured at fair value. At subsequent reporting dates the fair value of derivatives must be re-measured and: 

(i)                  if these instruments fail to qualify for hedge accounting, any changes in fair value that occur after initial recognition are taken to profit and loss;

(ii)                if these instruments subsequently qualify as fair value hedges, from that date any changes in the fair value of the derivative are taken to profit and loss; at the same time, any fair value changes due to the hedged risk are recorded as an adjustment to the book value of the hedged item and the same amount is recorded in the income statement; any ineffectiveness of the hedge is recognized in profit and loss;

(iii)              if these instruments qualify as cash flow hedges, from that date any changes in the fair value of the derivative are taken to net equity; changes in the fair value of the derivative that are recognized in net equity are subsequently reclassified in the income statement in the period in which the hedged transaction affects the income statement; when the object of the hedge is the purchase of a non-financial asset, changes to the fair value of the derivative taken to net equity are reclassified to adjust the purchase cost of the asset hedged (basis adjustment); any ineffectiveness of the hedge is recognized in profit and loss.

The Group’s hedging strategy is reflected in the accounts as described above as of the moment when the following conditions are satisfied:

  • the hedging relationship, its purpose and the overall strategy are formally defined and documented; the documentation includes the identification of the hedging instrument, the hedged item, the nature of the risk to be neutralized and the procedures whereby the entity will assess the effectiveness of the hedge;
  • the effectiveness of the hedge may be reliably assessed and there is a reasonable expectation, confirmed by evidence, that the hedge will be highly effective for the period in which the hedged risk exists;
  • the hedged risk relates to changes in cash flow due to a future transaction, the latter is highly probable and entails exposure to changes in cash flow which could affect profit and loss.

Derivatives are recognized as assets if their fair value is positive and as liabilities if their fair value is negative. These balances are shown under current assets or liabilities if related to derivatives which do not qualify for hedge accounting, conversely, they are classified consistently with the hedged item.

In detail, if the hedged item is classified as a current asset or liability, the positive or negative fair value of the hedging instrument is included under current assets or liabilities; if the hedged item is classified as a non-current asset or liability, the positive or negative fair value of the hedging instrument is included under non-current assets or liabilities.

The Group does not have any net investment hedges.  

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