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Frota Algar Telecom Telecom RELATÓRIO DE SUSTENTABILIDADE JORNADA DA TRANSFORMAÇÃO // Jornada da Transformação: Sumário 2016 - Relatório de Sustentabilidade ALGAR TELECOM SOBRE O RELATÓRIO 03 MENSAGEM DA ADMINISTRAÇÃO 06 MISSÃO, VISÃO, VALORES 08 Sumário PRINCIPAIS INDICADORES 09 JORNADA CORPORATIVA 10 NOSSA TRAJETÓRIA 11 A ALGAR TELECOM 13 SEGMENTOS DE ATUAÇÃO E POSICIONAMENTO NO MERCADO 15 ATIVOS INTANGÍVEIS 20 PRÊMIOS E RECONHECIMENTOS 22 GOVERNANÇA CORPORATIVA 23 COMPLIANCE 26 GESTÃO DE RISCOS 28 JORNADA DOS RELACIONAMENTOS 32 TALENTOS HUMANOS 33 RELACIONAMENTO COM CLIENTES 39 RELACIONAMENTO COM FORNECEDORES 42 JORNADA DO DESEMPENHO 43 PRINCIPAIS POLÍTICAS DE SUSTENTABILIDADE 44 DESEMPENHO SOCIAL 45 DESEMPENHO AMBIENTAL 47 DESEMPENHO OPERACIONAL 53 DESEMPENHO ECONÔMICO E FINANCEIRO 55 TRANSFORMAÇÃO PARA O FUTURO 61 ESTRATÉGIA 62 INOVAÇÃO E SOLUÇÕES SUSTENTÁVEIS 65 PERSPECTIVAS 68 ANEXOS 70 ÍNDICE REMISSIVO GRI G4 73 INFORMAÇÕES CORPORATIVAS 75 CRÉDITOS 75 2 // Jornada da Transformação: Sobre o Relatório 2016 - Relatório de Sustentabilidade ALGAR TELECOM Sobre o Relatório Apresentamos neste Relatório de Sustentabilidade, o desempenho e G4-3 | G4-18 | G4-20 | G4-21 | G4-22 | G4-23 | G4-24 | G4-25 | G4-26 | G4-27 | G4-28 | G4-29 | G4-30 I G4-31 I G4-32 I G4-33 os resultados das operações da Algar Telecom e de nossas subsidiárias ao longo do exercício social de 2016. Em linha com nosso compromisso com a transparência e com a prestação de contas aos públicos com que nos relacionamos, destacamos as principais estratégias, iniciativas e fatos que impactaram nossos negócios do ponto de vista social, ambiental e econômico- financeiro. Também detalhamos aspectos relacionados aos mercados em que atuamos, bem como nossas práticas de governança corporativa, gestão de riscos e relacionamentos, entre outros assuntos. Nesta edição o tema escolhido foi a Jornada da Transformação Digital. Com isso, procuramos retratar o atual momento de nossa companhia, em que projetos disruptivos ganham peso estratégico em nossos negócios. É o 11º ano consecutivo que publicamos o Relatório de Sustentabilidade. Nesta versão, assim como temos feito desde 2014, as informações estão reportadas de acordo com as diretrizes internacionais da Global Reporting Initiative (GRI), versão G4, na opção de relato “Essencial”. Os dados financeiros, por sua vez, seguem os critérios definidos pelos padrões internacionais de contabilidade IFRS (International Financial Accounting Standards) e foram auditados pela EY (Ernst & Young). Em relação aos indicadores de desempenho socioambiental, as apurações e validações são feitas internamente. A Algar Telecom regularmente submete à verificação externa o seu diagnóstico de emissão de gases de efeito estufa, cujo laudo estará disponível após a publicação deste relatório. Contatos em caso de dúvidas ou para mais informações: Marcella Rezende de Abreu Ferreira Assessoria de Relações com Investidores e-mail: [email protected] Rua José Alves Garcia, 415 – Bairro Brasil – Uberlândia-MG 3 // Jornada da Transformação: Sobre o Relatório 2016 - Relatório de Sustentabilidade ALGAR TELECOM PROCESSO DE DEFINIÇÃO DO CONTEÚDO DO RELATÓRIO Em 2016, a Algar Telecom desenvolveu uma nova matriz A partir de uma lista com 25 temas identificados, foram de relevância, com base na convergência de informações de realizados fóruns de discussões e pesquisas quantitativas. Essa pesquisas de mercado e consulta a stakeholders importantes análise resultou em uma matriz de relevância com os seis ao seu negócio. O desenvolvimento dessa nova matriz temas mais destacados pelos stakelholders, com limites dentro teve como propósito adequá-la à realidade da Empresa, e fora da organização. Na matriz, o eixo horizontal apresenta identificando assuntos que reflitam os desafios enfrentados os temas de acordo com a avaliação da alta gestão, enquanto e que possam auxiliar o processo de construção do o eixo vertical considera a importância desses mesmos temas planejamento dos negócios. do ponto de vista de fornecedores, clientes, associados e entidades representativas. A metodologia adotada para a definição dos temas abrangeu pesquisas em mídias (jornais, sites, blogs, fóruns e Entre os temas indicados, Combate à Corrupção foi o redes sociais), benchmark com outras companhias (do mesmo mais citado. Já para a Alta Gestão, a Conformidade com leis e setor e/ou referências em reporte de sustentabilidade), regulamentos e o Desempenho Econômico-financeiro foram pesquisas e debates com stakeholders. indicados com maior ênfase. Os stakeholders que participaram do processo foram Em relação aos indicadores GRI relacionados aos temas clientes, fornecedores, associados e entidades representativas relevantes definidos na matriz de 2014, alguns foram mantidos da comunidade em que a Algar Telecom opera. Essa seleção para a nova matriz. Outros foram adicionados, e os demais considerou as partes que mais se relacionam com a Empresa e passaram a não figurar como relevantes, conforme abaixo: que têm amplo conhecimento de serviços e áreas de atuação da Algar Telecom, além de especialistas em assuntos relacionados à • Indicadores mantidos: G4-EC1; G4-EN3; G4-PR9 sustentabilidade. (Veja mais em Desempenho Ambiental) • Indicadores adicionados: G4-SO5; G4-SO8; G4-PR8 • Indicadores excluídos: G4-EN1; G4-EN29; G4-LA1; G4-LA5; G4-LA9; G4-LA11; G4-PR2 4 // Jornada da Transformação: Sobre o Relatório 2016 - Relatório de Sustentabilidade ALGAR TELECOM MATRIZ DE RELEVÂNCIA G4-19 Dimensão Econômica 14 Treinamento e educação + 25 1 Desempenho econômico 15 Mecanismo de queixas e 13 2 Presença no mercado reclamações relacionadas aos 06 3 Impactos econômicos indiretos impactos na sociedade 4 Práticas de compras 16 Comunicação de marketing 14 17 Conformidade com leis 24 Dimensão Ambiental e regulamentos sobre 11 18 5 Uso de materiais e reciclagem produtos e serviços 19 6 Consumo de Energia 18 Saúde e segurança ocupacional Stakeholders 17 7 Gestão e impacto na biodversidade 19 Privacidade do cliente 09 Emissões de gases de Avaliação e fornecedores 05 8 20 02 efeito estufa (GGE) em práticas trabalhistas 22 08 9 Resíduos Eletrônicos 21 Gestão da saúde e 10 10 Impacto ambiental no uso dos segurança do cliente 01 Prioridade para os Prioridade para 23 produtos e embalagens 22 Proteção de crianças e adolescentes 12 07 23 Acesso das pessoas a produtos e 21 15 Dimensão Social serviços de telecomunicação 20 11 Conformidade com leis 24 Não discriminação 04 03 - 16 e regulamentos 25 Combate à corrupção - 12 Gestão das relações de trabalho Prioridade para a Alta Gestão + 13 Combate ao trabalho infantil 5 // Jornada da Transformação: Mensagem da Administração 2016 - Relatório de Sustentabilidade ALGAR TELECOM Mensagem da Administração G4-1 | G4-13 Encerramos o ano de 2016 com crescimento no resultado Recebemos também o destaque de Campeã em Inovação no consolidado da Algar Telecom. Nossa receita bruta totalizou Setor de Telecomunicações, concedido pelo Prêmio Valor Inovação R$ 3,3 bilhões, 7,2% maior que a verificada no mesmo período do Brasil, e estamos entre as 100 mais inovadoras no uso de TI no Brasil, ano anterior. Já o lucro líquido atingiu R$ 183,6 milhões, superando em pela IT Mídia e PwC. 19,5% o valor atingido em 2015. Esses números, alcançados durante um ano desafiador para as empresas brasileiras como foi o de 2016, Todos esses reconhecimentos nos dão a certeza de que nós, demonstram a eficiência da Algar Telecom na implementação de sua associados da Algar Telecom, fornecemos serviços e produtos aos estratégia e entrega dos diferenciais competitivos dos produtos e nossos clientes que reforçam, a todo o momento, nosso propósito serviços aos seus clientes. corporativo: Gente servindo Gente. Juntamente com esses bons resultados, atingimos outros, não No negócio Telecom, continuamos com a estratégia de financeiros, que também são de enorme importância para nós. crescer nacionalmente no segmento corporativo, sendo a primeira Fomos, pelo quarto ano consecutivo, campeões no Guia Exame escolha dos clientes nos quesitos qualidade e relacionamento. Para Divino Sebastião de Souza de Sustentabilidade, publicação que reconhece as empresas que este público, entregamos produtos em condições que combinam são referência no tema em seus respectivos setores. Tal posição de qualidade e preços diferenciados, de forma a nos posicionar como Fomos novamente pioneiros ao disponibilizarmos o serviço 4G, destaque indica que a abordagem que temos dado à sustentabilidade os principais parceiros de nossos clientes em suas necessidades de na frequência de 700MHz, aos nossos clientes das cidades mineiras – transformando-a inclusive em norteadora estratégica de nossas Telecomunicações e Serviços TIC. Consolidamos ainda a atuação na de Uberlândia e Ituiutaba. Atingimos 41% da base total de clientes operações – tem sido efetiva. Também é importante para nós o Região Sul do País com a integração da Optitel, empresa adquirida em da banda larga fixa com planos que contemplam velocidades de reconhecimento recebido pela Algar Telecom, escolhida como a empresa 2015, e investimos em 16 novas cidades, levando o nosso Propósito 10 a 200 Mbps. Continuaremos ampliando esse serviço para mais mais bem administrada do setor segundo o Prêmio Época 360º. de Gente servindo Gente a essas localidades. Em 2017, pretendemos regiões em 2017, também abrangendo cidades com menor número investir em outros 30 municípios dessa mesma região. de habitantes. Ainda na oferta de serviços móveis 4G, assinamos Fomos a única empresa do setor de telecomunicações apontada em 2016 um contrato
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