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2009 Annual Corporate Responsibility Report Telefónica, S.A. transparencyt andto transform in theegrity future Contents 1 About the report: Presentation of the report, a new reporting system 5 2 Letter from the Chairman 7 3 CSR strategy 11 3.1 Sector dialogue and focus as a company 14 3.2 Dialogue with stakeholders 18 3.2.1 Dialogue strategy 3.2.2 Dialogue with customers 3.2.3 Dialogue with employees 3.2.4 Dialogue with suppliers 3.2.5 Dialogue with society 3.2.6 Dialogue with the Public Administrations and institutions 3.2.7 Dialogue with consumer associations 3.2.8 Dialogue with opinion leaders 3.2.9 Dialogue with multi-stakeholders 4 Towards a shared and comparable model 31 4.1 United Nations Global Compact 32 4.1.1 Principle 1 4.1.2 Principle 2 4.1.3 Principle 3 4.1.4 Principle 4 4.1.5 Principle 5 4.1.6 Principle 6 4.1.7 Principle 7 4.1.8 Principle 8 4.1.9 Principle 9 4.1.10 Principle 10 5 What is relevant to Telefónica 72 5.1 Employee Relations 76 5.1.1 Characteristics of the Telefónica workforce 5.1.2 Diversity and inclusion 5.1.3 Training and development 5.1.4 Recognition of the employees' work 5.1.5 Employee satisfaction and commitment 5.1.6 Freedom of association and social dialogue 5.1.7 Safety, health and well-being at work 5.1.8 Awards and distinctions 2009 Corporate Responsibility Report / Telefónica S.A. 2 Contents 5.2 Responsibility in the supply chain 108 5.2.1 Commitment to responsible management in the Supply Chain 5.2.2 A significant commitment given the impact of Telefónica's activity 5.2.3 A purchasing model based on transparency, where e-commerce tools become important. 5.2.4 A process that encourages ethical, occupational and environmental standards among suppliers 5.2.5 Special attention to sustainability training for SME's 5.2.6 A commitment that is reflected in the 2010 business guidelines 5.3 Integrity and Transparency 122 5.3.1 Business Principles 5.3.2 Transparency 5.3.3 Shareholders 5.4 Customers 138 5.4.1 Customers, in the centre of everything 5.4.2 Customer accesses 5.4.3 Customer experience 5.4.4 Further information about Telefónica customer indicators 5.5 Use of Information and Communication Technologies 170 5.5.1 A transverse positioning 5.5.2 Responsible service 5.6 Relations with the Community, Governments and Regulators 180 5.6.1 Fundación Telefónica 5.6.2 Social activities in Telefónica Europe 5.6.3 LBG Methodology 5.6.4 Telefónica's disability assistance association (ATAM) 5.6.5 Social and cultural sponsorships 5.6.6 Impact of the social activity of Information and Communication Technologies (ICT) 5.6.7 Compliance with the Regulation and Competition Standard 5.6.8 Communication services in emergency situations 5.7 Access to information and communication technologies 221 5.7.1 Strategy 5.7.2 Concept of social innovation 5.7.3 Universal Service 5.7.4 Geographical divide 5.7.5 Economic divide 5.7.6 Training divide 5.7.7 Disability divide 5.7.8 Health divide 5.8 Environment and Climate Change 241 5.8.1 Environmental strategy 5.8.2 Telefónica and its contribution to a low carbon economy 5.8.3 Environmental Management 5.8.4 Environmental footprint and network deployment 5.8.5 Main environment and climate change figures 2009 Corporate Responsibility Report / Telefónica S.A. 3 Contents 6 Telefónica as a driver for progress/ development 279 6.1 Driving force for Progress 280 6.2 Network and services technologies and infrastructures 282 6.3 Innovation as a mechanism for developing a global offer 286 6.4 Responsible investment 297 7 Awards and distinctions 299 8 2009 milestones – Challenges for 2010 303 9 Scope of the report 309 9.1 Country CR reports 310 9.2 Principles for preparing the 2009 Annual CR Report 311 9.2.1 According to the Global Reporting Initiative (GRI) 9.2.2 According to AA1000 (APS) 9.3 Scope of consolidating information 325 9.4 Information consolidation procedure 326 9.4.1 Basic scope of the 2009 report 9.4.2 Exceptions to this scope 9.5 Communication of progress on the Global Compact 330 9.6 Contribution to the Millennium Development of Goals 331 9.7 Validation of the 2009 Annual CR Report. 340 9.8 Areas involved in supplying the information 350 9.9 GRI Tables 351 2009 Corporate Responsibility Report / Telefónica S.A. 4 About the Report: Presentation of the report, a new reporting system 2009 Corporate Responsibility Report / Telefónica S.A. 1 Back to report contents About the Report: Presentation of the report, a 1 new reporting system This year Telefónica sets out to take its 2009 CR and sustainability Report a step further, by incorporating the requirements most demanded by the investment community and responding to existing global trends, which seek to make the report the cornerstone of transparency and reliability. As is the case every year, Telefónica has sought to innovate in its reporting in order to offer advances which provide global companies with a new line of reporting, attending to the following criteria: overall sector and inter-sector comparability; sectoral relevance or materiality, and adaptation to local requirements. To this end, and coinciding with the tenth anniversary of the UN Global Compact, Telefónica offers a new CR Report line based on three main blocks: • Block 1, that corresponds with the printed Annual Corporate Responsibility Report 2009, the objective of which is to build a common basis for CR reports with an inter-sectoral approach, responding both to the Principles of the Global Compact and the requirements of the Global Reporting Initiative (GRI). • Block 2, available at the beginning of this report, and which includes discussion of the most relevant matters identified in the materiality analysis carried out by the Company based on the impact on the strategy of the Group and the priority for the stakeholder groups. In order to carry out this analysis, Telefónica made use of the analysis of the materiality of the Information and Communications Technology sector, performed by the Global e- Sustainability Initiative (GeSI), which highlighted a number of issues directly affecting the sector. • Block 3, available in the local Corporate Responsibility reports which respond to matters relevant to the reality of each country. This new form of report has been compared with: • United Nations Global Compact in New York. • Global Reporting Initiative (GRI). • Corporate, academic and public organisations, as well as foundations linked with Corporate Responsibility. Click here for more information on the new approach to the report. 2009 Corporate Responsibility Report / Telefónica S.A.6 Letter from the Chairman 2009 Corporate Responsibility Report / Telefónica S.A. 1 Back to report contents 2 Letter from the Chairman It gives me great pleasure to present the eighth Telefónica Corporate Responsibility Report, which serves as an introduction to the various documents - a total of 18 this year - which our companies have produced on a local level with a twin aim: to be transparent with stakeholders and highlight the integrity of our management. At Telefónica, we are aware that integrated, transparent management plays a key part in trust-building in any organisation. The 2009 balance, the results of which are presented in this report, can be regarded as highly positive for Telefónica for three reasons. The first of these was the recognition of the Company as a sector leader within the telecommunications industry in the prestigious Dow Jones Sustainability Index (DJSI), with a rating of 86 points out of a possible 100. This index defines sustainability as “a business focus which seeks to create long-term value for shareholders by taking advantage of opportunities and the efficient management of the risk that is inherent in economic, environmental and social development”. At Telefónica we fully identify with this definition, as it highlights not only our financial strength but also the way in which the Company generates revenue. A comprehensive analysis of the DJSI indicates that Telefónica has excellent performance in economic sustainability (corporate governance, risk and crisis management, codes of conduct, customer relations, brand management and privacy framework); that the Company's social management has also been outstanding (workplace and employment practices, human capital development, the attraction and retention of talent, supplier policies, stakeholder dialogue, philanthropy, social reporting, digital inclusion and the impact of telecommunications services); and that Telefónica environmental sustainability still has a wide margin for improvement (environmental policy, eco-efficiency, environmental reporting and climate impact strategy). For this reason, by 2015 and through our Climate Change Office, we are now committed to reducing the impact of our activities, by ensuring reductions in electricity consumption in networks of 30% per access point and in offices by 10% per employee. The second reason which allows us to consider the past year to be a positive one was the decision taken to remodel our method of Corporate Responsibility reporting. This year, coinciding with the tenth anniversary of the United Nations Global Compact that Telefónica joined in 2002, we wanted to go a step further by trying to offer the business community a comparable and relevant report model that is capable of combining local demands with the demands of global initiatives (the Global Compact and Global Reporting Initiative), and responsible investment indexes (DJSI and FTSE4Good). "Telefónica promotes its commitment to the UN Global Compact with its Responsible Reporting model." Therefore, the outline of the report that I present you with today is structured in three blocks.