Telenor Hungary Sustainability Report 2014
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1. sustainability report Telenor hungary 2014 Contents 1. CEO STATEMENT 3 6.4 Telenor’s contribution to transparent business 36 11. ENVIRONMENT 58 6.5. Sustainable supply chain 36 11.1. Environmental management 59 2. ABOUT THE REPORT 4 6.6. Human rights due diligence 38 11.2. Energy usage and CO2 emissions 61 2.1 Our reporting system 5 11.3. Radiation 65 2.2 This report 5 7. CUSTOMERS 39 11.4. Collecting used mobile phones 65 2.3 Defining report content 6 7.1 Innovation 40 11.5. Waste management 65 7.2 Responsible marketing 40 11.6. Paper usage 66 3. OUR SUSTAINABILITY PERFORMANCE IN FIGURES 8 7.3 Customer satisfaction 40 11.7. Water consumption 66 Environmental protection 9 7.4. Privacy 42 Economic 15 7.5. Safety 43 12. FOLLOW-UP OF PREVIOUS GOALS Social 17 AND SETTING OF NEW GOALS 67 8. INFOCOMMUNICATIONS TECHNOLOGY 4. COMPANY INFORMATION 24 FOR THE BENEFIT OF THE SOCIETY 44 13. GRI CONTENT INDEX 70 4.1 Telenor Hungary 25 8.1. Safe and responsible internet use by children 45 4.2 Governing bodies 25 8.2. ICT in education 46 ACRONYMS 82 4.3. Our services 26 8.3 Educational events 47 4.4 Our customers 26 8.4 Animal protection 47 INDEPENDENT ASSURANCE LETTER 84 4.5. Economic performance 27 8.5 Supporting NGO activities 47 4.6. Membership in organisations 29 8.6 Disaster protection 48 IMPRINT 85 8.7 Supporting law enforcement 48 5. OUR STRATEGY 30 5.1. Corporate strategy 31 9. COMMUNITY ENGAGEMENT 49 5.2. Our stakeholders 31 5.3 Corporate responsibility strategy 32 10. RESPONSIBLE EMPLOYMENT 51 10.1. Employment data 52 GUIDE FOR THIS DOCUMENT 6. RESPONSIBLE CORPORATE GOVERNANCE 33 10.2. Equal opportunities 53 This is an interactive document. Please click on the title of the 6.1. Our ethical principles 34 10.3. Healthy working environment and work safety 55 chapters to access their content directly or click on the icons 6.2. Legal compliance 34 10.4. Growth opportunities at Telenor 56 6.3 Practices to combat corruption 10.5. Employee engagement 56 at the bottom of the pages to get the table of contents. and promote ethical business conduct 34 CONTENTS 2 Dear Reader, In this report, we provide an overview of Telenor Hungary’s competitiveness of entire industries. This is why we do our sustainability activities in 2014. best to run Telenor in line with ethical values and want to promote these values in Hungary. We also want to make our Being a global operator, Telenor pays special attention to the supplier chain transparent and we encourage our suppliers cultural differences of its countries – both in terms of cus- to integrate Telenor Hungary’s responsible values into their tomer needs and social and environmental requirements. In own corporate culture. all countries, we make an effort to understand the most im- portant local challenges and leverage our experience to de- With relentless effort, we have successfully got closer to our velop services that make the lives of local communities more goals of responsible operation, social welfare and environ- comfortable. In line with this, we also do our best to respond mental protection over the years. When new opportunities to the special needs of our stakeholders with our sustaina- emerge, our commitment continues to grow even strong- bility initiatives. We want everybody to know of the opportu- er and we do our best to use our service and resources to nities offered by infocommunications technology (ICT) and further boost growth and contribute to a simpler and more close the digital divide both in geographical and social terms equal world based on the principle of sustainability. while strongly focusing on sustainable operation, one of our key pillars in business. Finally, let me thank all colleagues who work hard to reach sustainability results worthy of the name of Telenor. Although Thanks to their technology, telecom operators can help you can never be fully satisfied with your sustainability per- people acquire new knowledge and multiply their oppor- formance, it is a great pleasure for us that our Hungarian tunities, and they can also provide innovative solutions to business unit has earned itself a recognized position in sus- make customers’ lives easier. New technology offers count- tainability as well as an international comparison. Personal- less benefits but also comes with new threats that we want to ly, I find it important to improve the sustainability of Telenor’s eliminate. Telenor Hungary is making continuous efforts to operation and therefore I promise all colleagues maximum protect children using digital services. We not only block in- support for their sustainability efforts. appropriate content and provide information to parents, but we also delegate volunteer staff to educate children on safe internet use. Our key corporate governance principles include transpar- ency, trust and ethical conduct. Corruption creates an unfair Christopher Laska 1. CEO STATEMENT business environment and hinders the efficiency, growth and CEO CEO STATEMENT 3 2. ABOUT THE REPORT 2.1 Our reporting system 2.2 This report Telenor Hungary (hereinafter referred to as Tel- This report provides an overview of the economic, enor) has published a corporate responsibility re- environmental and social performance of all organ- port or a sustainability report in every year since izational units included in Telenor’s balance sheet in 2006. These reports aim to provide an overview of 2014 in line with the GRI G4 guidelines. According the company’s economic, environmental and social to our self-classification, we have reached “Core” performance. Our company has been publishing compliance level with the guidelines. This report these reports according to the international Global has been audited for data quality and compliance Reporting Initiative (GRI)1 framework since 2008. with GRI G4 guidelines by independent third par- Our previous report, published in December 2014, ty auditor DENKSTATT Hungary Kft. The audit pro- has already been prepared in line with the latest, cess was completed with the involvement of the CR 4th generation GRI standard. GRI is the most widely function and Telenor’s CR Expert. Members of senior used and respected sustainability and responsibili- management were not involved. Our report covers ty reporting framework in the world. For more infor- only Telenor’s own activities. It does not include the mation about the reporting framework please visit performance of points of sale operated by our part- GRI’s website. ners and Telenor Common Operation Zrt. (TnCO) established in Q4 2013. To read about the sustain- The information included in this report is based on ability performance of our parent company, Telenor the following sources: our annual financial state- Group (formally Telenor ASA) please click here. The ment; a non-financial report prepared for our par- figures published in the chapters of our report are ent company; our statutory environmental reports; also included in chapter 3 entitled ‘Our sustainabil- our internal policies; our core principles; and our ity performance in figures’. The correspondence of corporate data management system. figures included in our report to GRI G4 indicators can be checked in chapter ‘GRI Content Index’. The The reliability of data and information is ensured acronyms used in the report are explained in chap- by expert and senior management reviews. In com- ter ‘Acronyms’. Driven by the desire to protect the piling the report, special consideration was given environment, we have published this report exclu- to the completeness of information, the accuracy, sively in an online format on our website. timeliness and reliability of data and we also took special care to make data comparable, involve in- ternal and external stakeholders and demonstrate sustainability in context. 1 Global Reporting Initiative ABOUT THE REPORT 5 The numbers were assigned to the aspects in an ascending order based on their impact on Telenor’s operation. 2.3 Defining 4,8 report content 46 4,6 43 42 Our sustainability report for 2014 has been pre- 38 40 pared with the involvement of the broadest range 4,4 39 of stakeholders available. As a first step, the areas 31 22 35 37 36 of sustainability specified by GRI G4 were reviewed 32 45 4,2 34 44 and the areas and impacts relevant for Telenor’s 28 23 29 20 business were identified by CR staff responsible for 33 25 41 sustainability. During the process, feedback from 4,0 21 26 14 16 27 the previous year’s material aspects survey was also 19 30 considered. As a result, this report includes more 18 17 24 relevant topics than the previous year. The rele- 3,8 11 13 7 9 12 vance of material aspects was evaluated based on 6 8 4 two GRI criteria. 3,6 15 2 5 3 10 Degree of impact on Telenor’s stakeholders A primary survey involving both internal and 3,4 external stakeholders2 was conducted. The survey included an online questionnaire fil- 3,2 1 led in by employees, trade organizations and NGOs, authority representatives and external 3,0 project partners. 3,0 3,2 3,4 3,6 3,8 4,0 4,2 4,4 4,6 4,8 5,0 Impact on Telenor’s business In the quantitative part of this survey, respondents system. The questionnaire was distributed to about were asked to evaluate specific topics on a scale from 150 external stakeholders and about 1,100 inter- 1 to 5 depending on their perceived relevance for nal stakeholders. The completion rate was about the their group of stakeholders and Telenor’s business. In same (6% and 7%), but the material aspects survey the qualitative part of the survey, we asked respond- reflects the opinion of the latter group more closely.