Light, Gas, People
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endesa12 light, gas, people Annual report 2012 Sustainability ENDESA is an Enel Group company. Enel is one of the largest utilities in the world. The group produces, distributes and sells sustainable energy, respecting people and the environment. Enel serves over 60 million residential and business customers in 40 countries and creates value for 1.3 million investors. Endesa Annual report 2013 2 Presa de Rapel (Chile) Sustainability Report Presentation 4 PRESENTATION 4 COMMITMENT TO OUR PARTNERS 157 ENDESA, A LEADING GROUP IN THE COMBATING CLIMATE CHANGE: GLOBAL ELECTRICITY MARKET 11 RESPONDING TO THE CHALLENGES AND OPPORTUNITIES OF CLIMATE OUR CUSTOMERS: CHANGE 169 COMMITMENT TO SERVICE QUALITY 35 ESTABLISHING TIES WITH LOCAL COMMUNITIES: STRENGTHENING OUR PEOPLE: COMMITMENT TIES WITH LOCAL COMMUNITIES TO THE HEALTH, SAFETY AND AND THE COMPany’s legitimaCY PERSONAL AND PROFESSIONAL IN THE AREAS WHERE IT DEVELOPMENT OF OUR OPERATES 189 EMPLOYEES 57 APPENDICES 211 GOOD GOVERNANCE AND TRANSPARENCY: COMMITMENT TO Appendix I. ENDESA, committed CORPORATE GOVERNANCE AND to reporting on sustainability ETHICAL BEHAVIOUR 89 212 OUR SHAREHOLDERS AND Appendix II. Independent review INVESTORS: COMMITMENT TO report 214 CREATING VALUE AND RETURNS 103 Appendix III. GRI Application Level COMMITMENT Check Statement 216 TO THE ENVIRONMENT 113 Appendix IV. GRI content 217 INNOVATION: COMMITMENT TO EFFICIENCY 141 Appendix V. Other GRI indicators 232 3 Endesa Annual report 2013 Presentation Borja Prado Eulate Chairman This is ENDESA’s 12th Annual Sustainability Report, months; all of the Company’s employees are involved in outlining our commitment to sustainable development implementing these actions. and reporting progress made in 2012 to all our stakeholders. The 2008-2012 Sustainability Plan was the natural successor to the 2003-2007 Strategic Plan for the 2012 was the last year of ENDESA’s 2008-2012 Environment and Sustainable Development, the Sustainability Plan (PES), which reflects the definitive implementing tool for our Sustainability Company’s strategy in the area of sustainable Policy and a response to the seven commitments development. The plan was completed successfully in to sustainable development made by the Company its fifth year, with more than 98% of the objectives met. to our customers, shareholders, employees and the communities in which we operate. This policy also ENDESA’s commitment to sustainable development detailed our commitments to ethical behaviour begins with our senior management and extends to and transparency, technological innovation, energy every part of the Company and all employees. The efficiency and respect for the environment. Sustainability Plan contains a total of 67 monitoring indicators, of which 52 form part of the Sustainability For the third consecutive year, this report has been Scorecard reported to senior management every six prepared in accordance with version G3.1 of the Global 4 Sustainability Report Presentation Reporting Initiative (GRI) and has been verified by an The Company believes that responsible conduct, independent external body. accountability and sustainability management are all key to legitimating our actions in the communities The report is complemented by the specific GRI where we operate. Therefore, we are now working Electric Utilities Sector Supplement and the principles on our next Sustainability Plan, which will include of AA1000 APS (2008) and the Global Compact. In our definitive strategic business and sustainability ENDESA’s sustainability management model, the planning. concept of Sustainability forms part of the principles of the Global Compact and is an integral part of the Company’s management strategy, from the definition of its mission, vision and values to the individual objectives set for senior managers and other employees whose salaries are determined to some degree by achieving management objectives. Having published 12 Sustainability Reports, ENDESA Borja Prado Eulate remains committed to transparent reporting of Chairman progress on sustainability to all of its stakeholders. 5 Endesa Annual report 2013 Presentation Andrea Brentan Chief Executive Officer A sustainable and responsible commitment to the Our people countries and communities in which it operates is an integral part of ENDESA’s management model. At ENDESA, the occupational health and safety of our employees and partners is a top priority and we are 2012 was a special year for ENDESA. A year which saw working towards the sole objective of achieving a zero the completion of our 2008-2012 Sustainability Plan accident rate. We are therefore developing a series of (PES), with most objectives being met, and the start of initiatives in relation to occupational health and safety a new era as part of the Enel Group, for which we have and risk prevention as part of our 2011-2015 Safety set even more ambitious challenges in order to remain Plan, which forms an integral part of the Enel Group’s a leader in the area of sustainability. occupational health and safety strategy. As a result of this joint endeavour, ENDESA has achieved the lowest The PES is structured into seven key vectors that accident rates ever, reducing the accident frequency lend continuity to the Group’s seven sustainable index by 23.9% among its employees and contractor development commitments: our people, our customers, personnel. our investors, good governance and transparency, the In December 2010, ENDESA carried out the Enel environment, technology and innovation, and our Group’s first working climate survey, achieving 83% partners. In addition, the PES is designed to address participation. As a result of this survey, specific action two key challenges: the fight against climate change plans were formulated which identified and successfully and strengthening links with local communities in the implemented 218 improvement initiatives. countries and territories where ENDESA operates. ENDESA remains firmly committed to gender equality This commitment to sustainability extends across all and non-discrimination and achieving a work-life Group companies and to every member of staff. balance, renewing for the second consecutive year in Spain the “Equality in the Workplace” seal awarded by This Sustainability Report sets out the performance the Ministry of Health, Social Services and Equality, highlights of the Company’s commitment to sustainable while its subsidiaries in Chile and Colombia have been development in 2012. certified as “Family-friendly companies”. 6 Sustainability Report Presentation Our customers outline the ethical responsibilities and commitments in the management of its businesses and corporate Throughout 2012, the Company continued to work activities. These have been adopted by all ENDESA’s to improve the reliability of supply and the services subsidiaries provided to its close to 25.4 million customers, more and reinforce the existing Employee’s Code of Conduct, than 360,000 of which are new customers located in the Charter governing senior management and the Latin America. Charter governing executives. Supply continuity was improved in Spain, Portugal and Latin America. The system average interruption duration index (SAIDI) in the areas supplied by ENDESA in Spain stood at 52 minutes, an improvement Environment of 8 minutes on 2011, implying availability of service equal to 99.99% of total hours for the year and making Sustainable development is one of the main pillars of ENDESA one of the leading electric utilities in terms of ENDESA’s strategy and environmental protection is supply quality. one of the Company’s most important commitments. ENDESA’s Customer Services Excellence Plan focused 97.97% of the energy produced by ENDESA in 2012 on the quality of its customer service and commercial was certified under ISO14001, with a figure of 97.8% operations in 2012. Highlights included the 11% of installed capacity in Latin America. Meanwhile, reduction in the length of the registration process for the measures implemented between 2008 and 2012 the deregulated markets through personal service to manage and curb emissions led to a 16% decrease channels and the 14% reduction in the average waiting in SO2, a 15.6% drop in NOx and a 32.7% reduction in time at sales offices. suspended particulates emitted by the major thermal power plants. The online office, www.endesaonline.com, grew further in 2012, with 800,000 registered customers, up The restoration of the As Pontes mine was completed 35% on 2011, while 86% of complaints submitted to the on 16 May 2012 when the lake was filled and is a shining Customers Ombudsman were resolved successfully. example of comprehensive environmental protection. This site will be managed by the Galician regional government (Xunta de Galicia). Shareholders and investors For the 12th consecutive year ENDESA was listed on Climate change the Dow Jones Sustainability Index (DJSI), achieving its best score ever (81 points out of 100). In addition, The fight against climate change is one of ENDESA’s main the Company achieved a 4-point improvement over environmental priorities. The Company addresses this last year’s score (reaching 92/100) for the Carbon challenge through technology and innovation. Through Disclosure Project: this index measures emission its Climate Change Programme, the Group plays an reductions and corporate transparency in relation to active role in the development of renewable energies, climate change mitigation performance. heading up new technological developments to reduce