Report 2019 Fraikin Csr Report 03 Editorial

2019 Report CONTENTS

INTRODUCTION

05 19 39 57 Editorial by Philippe Mellier, Our job Creating the conditions for sustainable transport Reducing the environmental impact Chairman of the FRAIKIN Group and how we do it of our activities 40 06 20 Cleaning up a service 58 Our values Employability and essential to our society Dynamic and sustainable fleet and how we convey them professional fulfilment management 41 08 22 Olivier Dutrech, Group Innovation Director 60 Our CSR policy Professional training - Collection and recycling 2019 key figures 42 of used lead-acid batteries 09 Promoting clean and sustainable mobility Elisabeth Moretti, CSR Director, 24 62 Group Data Protection Officer Recruitment: 43 Tyre recycling and pathways to professionalisation The FRAIKIN fleet in figures retreading 10 Our policy and actions 26 44 for addressing human risks Strengthening the health and safety culture Advancing urban mobility 12 27 46 Ethics is everyone's business Understanding the frequency rate Final mile delivery: two innovative vehicles at FRAIKIN introduced at the Solutrans show 14 28 Group figures 48 64 Safety: implementation Providing our clients with 16 of a corrective action plan FRAIKIN, responsible and innovative services solidarity in the France figures 30 COVID-19 crisis 50 Health and well-being at work, a growing Their job at each stage of the customer journey concern 52 32 Forging sound relationships Diversity, a great asset with our suppliers 34 53 Acting sustainably Second edition of the Supplier Awards on the perception of disability 54 36 A player committed to promoting Map of Group personnel responsible transport

02 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 03 EDITORIAL

“BUILDING BALANCED AND SUSTAINABLE PARTNERSHIPS WITH OUR THE HUMAN FACTOR AT THE HEART STAKEHOLDERS, BEING RESPECTFUL OF THE EARTH OF FRAIKIN’S SOCIAL AND THE PEOPLE ON IT.” RESPONSIBILITY

PHILIPPE MELLIER ur Group has a global approach to CSR which guides our strategy. Chairman It grows and evolves over the years to further refine our goals, with a of the FRAIKIN Group view to continuous improvement. FRAIKIN puts issues related to energy and ecological transition at the heart of its business model; the preservation of the environment is one of the backbones of our CSR policy. It is also based on the human factor, the Group's cornerstone, through the principles of social equity and ethics. Our teams are our asset. It is thanks to our employees, their value and their involvement that we can guarantee the quality of service we owe our clients and ensure the Group's performance and competitiveness. Through our HR policy, we pay close attention to their training, employability and career development, to the transmission of know-how, to safety at work and also to the promotion of disability and diversity in an inclusive approach. During the acute health crisis which has overshadowed the first half of 2020, we have been able to measure the solidarity, commitment and responsibility of our technical, sales and administrative teams, who have responded tremendously. We have therefore played an indispensable role in ensuring that transport, logistics and supply chain operations have continued for the population and for businesses. FRAIKIN’s values - Expertise, Boldness, Responsibility, Reliability - have been powerfully and genuinely expressed. This unfailing commitment, in a period when they themselves were facing organisational and economic difficulties, has been recognised by our clients. Our motto "You drive, we care" has become more meaningful than ever. I, too, would like to thank everyone for their dedication to helping others and a job well done. We take this approach to CSR in the firm belief that it will be rewarded by better overall performance: attracting and retaining more of our employees, offering them better working conditions, controlling our risks more effective- ly, being more economical with resources, strengthening our relationships with our partners, and setting ourselves apart from the competition. We take it with a view to building balanced and sustainable partnerships with all of our stakeholders and with the aim of being ever more respectful of the Earth and the people on it.

04 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 05 GROUP PROFILE OUR VALUES AND HOW WE OUR JOB OUR VISION CONVEY THEM Fraikin; Europe's leading provider As wealth, the globalisation of trade of commercial and industrial and urbanisation increase, demand vehicle rental, and a pioneer in for safer, faster and greener smart services for subcontracting transportation and mobility services and fleet management; is always continues to grow. That's why all Responsibility Boldness Reliability innovating and adapting companies need a local partner who to help its clients is able to provide them with meet the needs of appropriate vehicles and services, their customers. cleverly combining human expertise and technology. Our approach is based on these four values, which are shared by all our employees. These moral values are meaningful at FRAIKIN because they are conveyed individually and collectively. We are all the more at ease with these promises because they are based on the daily concern of everyone in the company to respect its commitments, adopt responsible behaviour and act fairly and honestly. Clients and partners who have trusted us for many years know how dedicated our employees are. Expertise and commitment are inextricably linked in all the functions of the company and in all the countries where FRAIKIN is present.

OUR MISSION OUR AIM To provide our clients with To become a services and solutions preferred partner for commercial and and innovative leader in industrial vehicles, fleet management. thus allowing them to concentrate on their core business.

06 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 07 GROUP PROFILE

"CSR IS A LIVING, EVOLVING Our CSR policy SUBJECT. FRAIKIN's CSR (Corporate Social Responsibility) policy is based on WE WANT TO SET OUT respect for ethical principles and human rights. A 10-YEAR VISION WITH REASONABLE MILESTONES THE TWO FOCAL POINTS promoting equal opportunities in access TO ACHIEVE." OF OUR CSR POLICY to employment, training and career devel- 1. SOCIAL EQUITY opment, Ensuring the health and safety of employees Ensuring our stakeholders’ diverse Training employees to develop skills expectations, needs and lifestyles are taken Incorporating diversity in employment into account. development 2. ENVIRONMENTAL PROTECTION COMPLIANCE AND SECURITY Taking environmental and social criteria OF OUR OPERATIONS into account in our purchasing policy FRAIKIN considers data protection as a Supporting innovative projects cross-functional criterion of its CSR policy. Controlling consumption The appointment of a Group Data Protection Officer in 2018 made it possible to develop WE ARE COMMITTED TO: appropriate governance. One of our priori- complying with national and interna- ties was the implementation of Privacy by tional laws, principles, standards and regu- Design, i.e. taking into account the General lations, Data Protection Regulation (GDPR) as soon implementing fair practices in our busi- as a project is created. The officer also assists Interview: ness relationships, each department with implementing com- encouraging the development of excel- pliance tools, processes and procedures. At ELISABETH MORETTI, CSR Director, Group Data Protection Officer lent industrial relations, based on respect for the same time, an effective strategy is de- What does How does CSR things are changing in staff representative bodies and constructive ployed to ensure cyber security, together the appointment contribute to corporate terms of disability, safety in social dialogue, with an awareness-raising and training proof a CSR director culture? the workplace and skills. gramme. All employees have received a represent? Thinking in terms of GDPR information leaflet. This is part of the The creation of this position corporate social How is CSR is significant as it shows the responsibility provides an incorporated by document kit given to each new employee. emphasis FRAIKIN places opportunity to strengthen stakeholders? At a glance More than 150 Head Office employees have on CSR in its strategy and our commitment to society The life cycle concept is received data protection training. practices. Road transport and raise questions increasingly shared by THE IMPLEMENTATION OF has a significant impact on regarding governance. employees, who are taking A CSR APPROACH is a strong growth A REINFORCED COMMITMENT the environment and It is also an opportunity to a more responsible and driver for FRAIKIN FRAIKIN's commitment to sustainable citizens’ lives. We are challenge the various sustainable approach. therefore demonstrating departments to build a new Non-financial performance IT IS INSTRUMENTAL IN: development was reinforced in 2018 by the how FRAIKIN is contributing corporate culture across the is looked at by Boosting employees’ motivation and creation of a dedicated organisation through to the sector’s development: Group. shareholders, clients and commitment and attracting and retaining the appointment of its CSR Director, who is by being at the forefront of The new generation suppliers. Our clients have top talent also in charge of data protection. This per- innovation, promoting has another image of the CSR commitments to keep. Increasing the Group's competitiveness son is responsible for the deployment, in alternative energy sources company and its impact on It is therefore an important by improving its environmental impact France initially, of a progress initiative, and keeping a watchful eye the environment. We have business lever, too. Developing responsible and innovative on our own footprint. to respond to that. Many services launched in 2015, in connection with the Fostering trusting and long-term various support and operational depart- relationships with our stakeholders. ments.

08 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 09 GROUP PROFILE

Our policy and actions for addressing human risks FRAIKIN continues to believe that the efficiency of its structures and its development go hand in hand with the proper health and safety of its employees and well-being at work. That is why we have centred risk identification around the human factor.

SUBJECTS ADDRESSED RISKS POLICY - ACTION PLAN RISK CARRIERS

Turnover, Development of in-house awareness training Human Resources EMPLOYEES Employability Attracting talent - Retention policy Department Employment, work Securing career paths in the face of change organisation, health and safety, Skills Development - Forward Jobs and Skills industrial relations, training Management (FJSM) “Employee Career Paths” (Training, and equal treatment Top Tech Challenge, etc.)

Employees’ Health Well-being at work (Teleworking, etc.) Occupational Health and and Safety at work Risk prevention policy Safety Manager Client Eco-driving, Legal and Insurance accidentology Road Safety Charter Department Discrimination "Disability” mission (Hiring, ESAT partnership, etc.) Human Resources Department Gender equality and Occupational Health and Diversity Safety Manager

ENVIRONMENTAL Purchasing Department Climate change Carbon Development of eco-driving and Innovation Department The general policy on footprint Energy measures (fuel consumption reduction) sustainable development and consumption Pollution Active promotion of the use of “clean” pollution, the circular economy, (Air, noise) vehicles (NGV, electric, biofuel) Development of partnerships with public sustainable use of resources, entities (Ademe, European Union, municipalities) climate change and the protection of biodiversity.

SOCIAL GDPR - Cyber security Compliance with the GDPR Legal and Insurance Societal commitments, relationships (audits, financial sanctions, (Proactive policy, DPO appointment, Department - with subcontractors and their media, etc.). Team of "Group" GDPR officers, etc.). Data protection suppliers, measures taken for ensuring consumer health and safety

10 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 11 GOVERNANCE

Ethics is everyone's business

A reporting system nyone (inside or outside the A Group) with personal knowledge of unethical behaviour can report it to the FRAIKIN management team via the platform https://fraikin.signalement.net An integrated translation system enables the Ethics officers to deal with the reports, no matter what language is used when making the report.

thics should lie at the heart of how ANTI-BRIBERY CODE OF CONDUCT we manage our daily activities. It In order to make the concepts of bribery, Testimonial must permeate our managerial, influence peddling and conflicts of interest commercial and operational practic- more accessible, an anti-bribery code of con- CÉLINE RAMOS DERRIDJ, Internal Auditor, Compliance Officer Ees because it is the foundation of any trusting duct is made available to employees. Simple

relationship. definitions and concrete examples allow It is essential for FRAIKIN that everyone knows our ethical everyone to gain a better understanding of approach. We have produced a Code of Ethics, an ethics CODE OF ETHICS these concepts. This guide is adapted accord- poster and an Anti-Bribery Code. They have been sent by In compliance with the Sapin 2 law, we ing to each country’s specific laws and rules. e-mail, attached to pay slips, distributed in the French branches and are available on our intranet. These guides are made have defined and widely disseminated our In the United Kingdom, for example, the available to our third parties on our website and will soon be Code of Ethics in France and in all our sub- Bribery Act has been in place for several available in our subsidiaries. They mention our ethics reporting sidiaries. It is a reminder of our commitment years. Employee awareness is enhanced by portal. to fully respect human rights and the princi- encouraging employees to complete a con- A training plan has been developed to ensure the approach is ples of international conventions and organ- flict of interest declaration form once a year. widely adopted. It is based on face-to-face meetings isations. It addresses the foundations of our (management committees and regional meetings), and on an e-learning module for staff who are most exposed to the risk of culture of loyalty, trust and respect, for bribery, after which a certificate is awarded. healthy, balanced and transparent relationships with all of our stakeholders.

12 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 13 GROUP FIGURES

Steady growth

10 countries

Locations + in Europe 806 3% (including Overseas million euros compared communities) in turnover to 2019 40% of which is worldwide

A well-established partner +58,000 vehicles Environment Transport Retail and construction 2,800 166 7,000 employees branches clients in 6 key sectors Large retail Health Public contracts

14 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 15 FRANCE FIGURES

Sustained growth

500 +2.5% million euros compared in turnover to 2018 in France

A local partner

2,000 30,000 110 employees vehicles branches with integrated workshops

16 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 17 OUR TEAMS

Our job and how we do it The readiness, quality and motivation of its employees play key roles in FRAIKIN's success. Faithful to our values, we are committed to future-proofing the company by ensuring their skills development, their employability and their safety.

or over 75 years, we have The data worked side-by-side with our clients to provide them 2,800 with high-quality service. To d ay, employees in 10 countries Fthe Group is present in ten countries. It is thanks to the commitment and professionalism of all our employees that we can speak of success and leadership. social responsibility, in conjunction ENHANCING OUR APPEAL with the public employment service We operate in an environment marked and training organisations regarding by economic conditions that require us to vocational retraining or reintegration. control wage costs and by occupational shortages, recognised at European level. HEALTH AND SAFETY MALE AND FEMALE The Group’s main occupations - AS A PRIORITY mechanics, refrigeration technicians, In several countries, our rental bodywork mechanics, drivers and business is associated with a potentially MEMBERS OF STAFF specialist sales forces - are directly affected hazardous vehicle maintenance activity. by these shrinking resources. In 2019, we committed to Zero Accidents, INVESTED To enhance our appeal, our HR policy is through an ambitious policy that based on two pillars: strengthens risk assessment and strengthening employee commitment education. IN THEIR MISSION and employability, attracting and retaining top talent.

SUSTAINABLE EMPLOYABILITY To meet the employment challenge, FRAIKIN follows the principle of lifelong employability, aimed at developing skills and securing career paths. We are therefore committed to working on joint

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Employability and professional fulfilment

Testimonial ANTHONY PERFECT, Group Talent Manager

FRAIKIN has developed a Group-wide career and skills management strategy. One of the objectives is to identify and develop talent through, among other things, the "High Potential” programme. This initiative is in line with other talent-related measures such as 360° feedback and The data creates a consistent approach for rich career paths. It also relies on the coordination of the Group's training policy to 14 British employees are enrolled in harmonise the knowledge, know-how and interpersonal professional training programmes, each skills of all employees. Today, as Group Talent Manager, lasting 18 to 24 months. They are for the after having held the position of Training and Development professions of Project Manager, Team Manager at FRAIKIN UK, I have witnessed FRAIKIN's ability Leader and HR Consultant, as well as sales to design development paths for its employees. professions.

RAIKIN considers retaining its The data each member of their team, determine adaptation to new forms of work. We take a salary increases, identify high-potential dynamic approach to sustainable employees through developing 97% their knowledge, know-how and implementation rate individuals and, where appropriate, employability designed to secure career interpersonal skills to be a genuine anticipate the risks of departure. A pilot is paths and qualify employees. Fissue. In this way we intend to ensure that being carried out at Head Office in the first For FRAIKIN, employee development is also these fine skills are sustained in-house. Annual performance quarter of 2020. a performance lever. We are therefore Various measures to promote employability review A 360° appraisal system for managers committed to ensuring that 100% of our were defined in 2019. he Annual Performance Reviews (APRs) (Feedback 360°) will be rolled out in 2020. employees with more than five years' T carried out during the annual interviews All managers have undergone training in seniority will have attended at least one NEW TOOLS are used to drive the HR development cycle. managerial functions and coaching sessions non-compulsory training course by the end FOR MANAGERS Each employee is invited to share their are offered to them to improve their of 2020. In 2019, this proportion was around The internal barometer takes the pulse of training wishes and mobility aspirations. position. 81% for France. Beyond the objective of employees and teams and is a tool for A guide on the right way to conduct the performance and excellence, we therefore APR interview was produced in Q4 2019. improving social cohesion. It is carried out SKILLS DEVELOPMENT AND wish to convey a humanistic and socially anonymously and its aim is to implement RECOGNITION responsible vision of training. actions to improve the social climate and In 2019, nearly 40,000 hours of training encourage employee commitment within With help from Human Resources, were provided within the Group. Linked to the company. managers are invited to identify the career, the company's development plan, they are People Reviews were introduced in 2019. training and individual coaching plan for aimed at qualification, skills upgrading and

20 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 21 OUR TEAMS

Professional training - 2019 key figures While training helps to consolidate the employability and versatility of employees, it also helps to strengthen employees’ sense of belonging and satisfaction, and therefore their motivation.

Main training In France areas

100 81 72 75 64 58 Technical Administrative 42

35,932 81% 2014 2015 2016 2017 2018 2019 2020 hours of training of employees have completed at increase in the proportion provided in 2019 least one non-compulsory training of employees trained as a % Driving Safety course

In the Group

Sales Operations

39,849 2,667 IT hours of training training per year on average enrolments

22 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 23 OUR TEAMS

The data 58 work-study students enrolled in the Trades School, Recruitment: pathways to professionalisation out of the 79 work-study students at FRAIKIN

Testimonials

GILLES PAVAN AND DENIS DESSALIEN, Business Methods and Network Coordination Department

Long-term rental sales representatives and branch managers follow an induction programme lasting approximately one year. It consists of four main stages: a four-week immersion stage, alternating between their home branch and another branch, a meeting with the various Head Office departments, with modules on our general terms and conditions of rental provided GILLES PAVAN by the Legal Department and on the Orias approval procedure by ecruitment is a major issue for linked training courses, with mechanical the Insurance Department, FRAIKIN. In France, around 500 trades and sales schools. Work-study stu- training in our sales approach, delivered by Denis, new employees are recruited dents at the Trade School follow specialised training in sales negotiation, which takes place about six months each year, around fifty in the courses in heavy-duty mechanics and bod- after hiring, and which is delivered by Gilles. RUnited Kingdom, and between 10 and 20 in ywork (professional baccalaureate). They are Spain and Poland. In addition to the spread throughout France, according to the Our objective, with this pathway, is to help them reach academic training courses for occupations partnerships established with vocational their cruising speed faster, by building bridges between their past DENIS DESSALIEN experience and the FRAIKIN in the heavy goods vehicle sector, we rely on high schools and apprentice training sales approach. mentoring for passing on our know-how. centres. This is embodied through hosting young In addition to the technical apprenticeships, people on work-study programmes as well the transmission of know-how and inter- as professionals from other fields. As with personal skills is thus provided by our high- the partnership with Défense Mobilité*, we ly qualified technicians who act as mentors. Focus on are activating partnerships with AFPA and The aim is for them to be hired on a perma- Pôle emploi to train people to be heavy-duty nent contract after graduation. the partnership with Défense Mobilité mechanics. IVB (International Volunteering in Business) agreements are also popular for QUARTERLY JOB FAIRS PER REGION EMMANUELLE SALES, Regional Operations Manager integrating young employees. This is In order to build up its talent pool, particularly the case in Switzerland, where FRAIKIN participates in numerous forums "Before I left my branch, before taking on job as an air the position of Regional two sales representatives were recruited and job fairs organised by the Chambers of freight forwarder, I posted Operations Manager for the under the IVB programme. Commerce and Industry, Pôle emploi and my CV on a job board in Normandy Centre region. Défense Mobilité. Someone from the Evreux. We are here to serve the TRADE SCHOOL: CREATING OUR recruitment department and a local branch The very next day, I was client and, to succeed in OWN BREEDING GROUND representative are there on the stands to called for a job... this mission, teamwork and In response to recurring recruitment dif- welcome visitors, promote the employer as a scheduling manager. thoroughness Since then, I have had the are essential. These are ficulties, FRAIKIN has decided to create its brand and discuss careers from a practical chance to move up to a values shared by the army! ” own pool of qualified and motivated techni- standpoint. position as Operations * French Ministry of the Armed cians. We are developing our own work- Manager at the Evreux Forces Career Transition Service.

24 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 25 OUR TEAMS Understanding the frequency rate Strengthening the health at FRAIKIN and safety culture Ensuring the health and safety of its employees is one of the cornerstones of the FRAIKIN CSR policy. The Zero Accidents commitment aims to improve the dissemination of the safety culture within the Group.

n the FRAIKIN Group, we are convinced The data 42.69 2.48 that team efficiency and economic is the frequency rate is the severity rate development go hand in hand with the 40% of the French for FRAIKIN France* for FRAIKIN France** proper health and safety of our branches achieved zero accidents in 2019 * Number of accidents that an employee may have ** Number of working days lost in relation to Iemployees, as well as their well-being at work. during his or her career in the company. the number of hours worked. This rate conveys For several years, we have been committed For 2019, the frequency rate of 42.69 means the severity of accidents in terms of the duration to a responsible and proactive health and that an employee will be the victim of more than of the work stoppage. The 2019 severity rate 4 accidents, with varying degrees of severity. means that the company loses 2.48 days for safety policy. Two major measures for achieving zero accidents every 1,000 hours worked by an employee. A ZERO ACCIDENTS COMMITMENT Education and raising awareness FRAIKIN is implementing an ambitious 1 of risks prevention policy to achieve zero accidents. Risk assessment and adapting The vast majority of accidents are recorded The objective of this policy is to make people 2 equipment, tools, working methods for workshop and driving occupations. aware that everyone in the company is and organisation responsible for safety. By sending out this strong message, we are showing that we do not accept tolerance towards accidentology Accidentology in the Group Breakdown of work-related accidents WORKSHOP SECTOR with lost time according to or people being injured at work. 43% of work-related accidents involve 198198 occupation sector 200 200While records mainly show accidents 200200 employees under the age of 30 classified as minor and no serious accidents Operations and nearly two-thirds of the accidents 169 169 2% in 2019, risk assessment and education 155155 No. of non-lost- involve employees with less than two 150 150 150150 must be improved. time accidents Conveyance years' seniority.

We want to take better account of near- No. of lost- DRIVING SECTOR 100 100accidents and minor injuries, because by 100100 time accidents 9% 8282 The increase in the number of drivers in reducing the base of the pyramid, we No. of days lost Driving 2019 has led to an increase due to an accident 50 50reduce the likelihood of serious accidents. 5050 4040 41 41 17% of the number of accidents in this sector. A pilot project was conducted in the Nord- 65% 13139 9 Workshop These accidents highlight the need to Île-de-France region with the introduction 30 3 1 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 7% strengthen induction methods and to step of a minor accident register. Spain UK Poland Switzerland Italy Benelux up awareness-raising actions targeted at Workshop drivers. (management)

26 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 27 OUR TEAMS Testimonials

EMMANUEL MOUNIER, Safety: implementation Safety Officer of a corrective action plan As part of the Zero Accidents programme, and as the 2019 results are levelling off, FRAIKIN is disseminating safety culture in the field and strengthening its prevention plan for people most at risk.

SAFETY CULTURE AS CLOSE TO THE FIELD AS POSSIBLE In order to strengthen our OHS culture, a network of Health and Safety representatives is being set up in the branches, as close as possible to the Safety depends on employees most at risk. Their role is human actions twofold: to disseminate safety culture in and on our methods, too support of workshop managers and branch managers and to share best practices For the past three years, our approach has among peers. This network is run on been to formalise processes and clarify the basis of quarterly conversations with individual responsibilities for safety. Our new Periodic monitoring and maintenance of the Occupational Health and Safety buildings & infrastructure and work equipment Department. procedure ensures that 7,000 pieces of equipment (pressure vessels, lifting equipment, workshop doors, etc.) are rigorously monitored. It now quickly provides detailed reports on each he Health and Safety Department Prevention of chemical risks: substitution piece of equipment. A mine of information for us, but also for the regional technical advisors and has defined a corrective action of products identified as harmful (anti- facility managers who are making things safer for plan which should make it seize agent, brake fluid, glue, paint, everyone in the field. possible to achieve these goals: degreaser, etc.).) aimed at reducing the T CMR risk (carcinogenic, mutagenic, Periodic inspections of work equipment, reprotoxic products) and provision of safety GEORGES LEBRETHON, infrastructure and equipment of the fleet data sheets as well as local use sheets. In Regional Technical Manager - Normandy Centre Regional Office vehicles are now carried out by Bureau 2019, FRAIKIN joined the "CMR-free Safety is everyone's daily business. Veritas. Garages" collective.

Partnership with Fortal allowing us to AT each inspection, depending on the comments in the provide workshops with a catalogue of SPECIFIC MEASURES FOR PEOPLE reports, we check the equipment together with the workshop standard equipment for most of our current AT HIGHER RISK manager when it is due to be checked. In particular, I make sure activities as well as custom-made Driving: risk prevention deployed for that PPE signs are installed, that hazards are marked and that equipment for our more specific activities drivers working for our clients. Talks are movement within the workshop is optimised. Vigilance is at the heart of our safety culture. On a daily basis, it is relayed by the (bodywork, painting, refrigeration, fleet in place and the first newsletter safety representatives who ensure that everyone follows the maintenance). Prevention and News was produced. instructions. This common culture is reinforced by safety talks Raising awareness of the use of anchorage Workshop: a safety induction course will where safety as a team issue, but also as everyone's points according to the different makes in our be introduced from 2020 in order to make responsibility, is discussed every week. vehicle fleet, as a result of our participation each new employee aware of the operating in the Transfrigoroute working group. and safety rules specific to his or her job.

28 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 29 OUR TEAMS

Health and well-being at work, a growing concern

The data

30% loss ratio in France in 2019 (amount of claims to be compensated/premiums collected). Goal: 25% by 2020

A working group was involved in the fitting out of the new FRAIKIN premises in Poland.

s part from the safety aspects, WELL-BEING DAY AFTER DAY FRAIKIN has become aware of The Wellness Calendar is a new initiative ISO 45001 certification (occupational health) the need to take better account launched in November 2019 by FRAIKIN of its employees’ health and well- UK. Inspired by the calendar created by the FRAIKIN's British subsidiary, which has ISO 45001 certification, Abeing. As a result, various beneficial actions NHS, the British public-health service, it has organised an "IOSH Managing Safely" training course. have been taken by each country. includes campaigns and awareness days. In Delivered to 13 employees in November 2019, it ensures that our teams several branches, FRAIKIN provides fruit are trained to high health and safety standards. ADVICE AND SUPPORT DURING baskets in the break lounge for its employees THE RETURN TO WORK to enjoy during their break. In Poland, In the United Kingdom, we are employees were invited to give their opinion developing an awareness and prevention on the decoration of their new premises. IN FRANCE, THIS PROGRAMME IS updated monthly by means of a business programme designed to improve the health BASED ON: intelligence solution. and well-being of our employees. ACTING ON CLIENT the signature of the Road Safety's proposed In Spain, we collaborate with clients who In 2019, 19 employees received advice and ACCIDENTOLOGY road risk prevention charter, supplementing wish to do so to identify the causes and the support on occupational health issues. This With over 30,000 commercial vehicles on the measures already in place for the safety of drivers with a high level of accidents. They approach allows us to gain a better the road, the risk of road accidents remains its employees (and particularly drivers) as are then offered training to improve their understanding of how to support our particularly high for the Group. This is why we well as those of its clients; driving skills. colleagues, for example by helping them are implementing accident prevention and the training of the sales force to adjust to returning to work after a long analysis measures in order to have a lasting understand our clients' claims experience, period of absence due to a serious illness. We impact on our clients' claims experience. In prevention programmes tailored to the also organised 57 health check-ups for Spain, this concern is reflected in the specific needs of our clients and their fleets, our workshop technicians. certification of road safety management. the creation of performance indicators,

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Diversity, a great asset

UK: reducing pay gaps

In the United Kingdom, FRAIKIN has made gender equality a responsible commitment. In the subsidiary's annual report on the pay gap between women and men, we have noted an improvement and a further reduction compared to the previous year. Discussions are under way on what we can do to further reduce this gap in a sector that is heavily dominated by male colleagues, especially at senior levels.

Some field functions are still MEASURES TO IMPROVE THE overwhelmingly occupied by men, GENDER EQUALITY INDEX particularly in the workshops. The slow but The gender equality index calculated in progressive change in attitude is allowing 2019 is 70/100. Firms with an index below us to gradually increase the percentage of 75 points must take corrective measures to women in our servicing and maintenance remedy the disparities within three years. activities. We have therefore decided that as of 2020: There are still very few women in strategic all employees on maternity leave at the positions and there are no women in the top time of the compulsory annual pay RAIKIN considers that diversity, integration and continued employment of 10 highest paid positions in the company. negotiations (NAO) will be increased upon both in the company and in society people with disabilities. their return from leave, as a whole, is an essential factor for when recruiting for strategic positions equality and social cohesion, as GENDER EQUALITY: A RESPONSIBLE (Executive Committee and Management Fwell as for innovation and performance. COMMITMENT Committee), applications from as many Our aim is to strengthen the diversity of women as men must be considered. SUSTAINING our teams at all levels of the company The data Parity in the workforce has not been AN INCLUSIVE CULTURE through an active equal opportunities achieved, but we ensure strict equal We want every employee, whatever their policy. Attention is focused on the lack of opportunities and treatment. job or hierarchical level, to take their share differentiation in terms of pay, hiring and of responsibility for building and sustaining career management and the prevention of an inclusive culture. In line with the Group's sexual harassment. In France, for example, Code of Ethics, everyone is encouraged to we have transformed the legal obligation to think about their role within the company, publish the overall equal opportunities 21% particularly in terms of integrating index score into a genuine societal issue. In of women in the FRAIKIN workforce, differences and fighting discrimination. This the various countries, we are committed to 19% of which are in France includes equal opportunities, access to making salary adjustments where necessary employment for young people, senior and to increasing the presence of women in citizens and people in need, and the our workforce.

32 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 33 OUR TEAMS

Acting sustainably on the perception of disability

he ‘Mission Handicap’ mission for Participation in the Handicap Emploi Forum disability employment was created organised by Pôle emploi Nanterre led to the in 2018 within the FRAIKIN Human recruitment of a person in the Finance Resources Department in France. Department. Testimonial TIt aims to create a change in perceptions and Finally, we have signed an agreement with for the employment of disabled workers to Agefiph* under which we publish all our job ROMUALD HOCHART, no longer to be a constraint, but a strength offers on their dedicated recruitment Head of the FRAIKIN branch in Bourges for the company. In 2019, a strategy for the platform. Accommodating inclusion of disabled workers was launched In anticipation of the reform of the on the basis of the 2019-2022 Group obligation for employers in France to disability as a lever Disability Agreement. From 2020, disability employ people with disabilities, an for everyone’s well-being representatives will be identified at each of ambitious action plan has been introduced the sites. for the period up to 2022. This CSR approach One of our heavy-duty mechanics could only work part-time because of his back pain. It was impossible for him to carry heavy incorporating disability helps to improve the loads, to stay in the same position for too long, or to be on call. We INFORMING AND RAISING company's societal performance. set up facilities to relieve his back when using the bolt remover, to AWARENESS prevent him from bending or stretching in the pit and to let him The communication actions carried out * Association for the management of funds for the install windscreens from the front and not at an angle. This allowed in 2019 aimed to raise awareness among all integration of disabled persons in employment. him to work full-time again. Now, when he doesn't need them, employees and reassure people about the these facilities benefit other mechanics and improve risk prevention. support they could receive. The dissemination of a talent calendar in every branch produced by a deaf-mute artist encouraged discussion about disability. An information leaflet was sent to each employee. The freephone number has enabled ten or The data so employees to obtain information about Disability in the Group the Disability Agreement or on the steps to be taken to apply for acknowledgement. In the different countries where we operate, our policy is to These actions have helped several employees promote the inclusion and acknowledgement of disability as a performance factor. to have their disability acknowledged. In Great Britain, the recruitment policy is strictly inclusive. There can be no discrimination CONCRETE ACTIONS 2.2% against people with disabilities when hiring. FOR EMPLOYMENT of people with disabilities (France - In Italy, FRAIKIN has signed an agreement with the institution In order to help people with disabilities 31/12/2019) concerned to recruit someone who belongs maintain or return to employment, the to one of the protected categories within two years. Disability Agreement provides for workplace adjustments and adapted equipment.

34 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 35 OUR TEAMS

Map of Group personnel FRAIKIN Group figures at 31 December 2019

Breakdown by profession... By gender...

45% 10% 79% 21%

Technicians Sales staff Men Women 2,800 By contract... 95% employees 14% 5% (total number of employees) Administration Temporary and Permanent and short-term contracts long-term contracts

Breakdown by country

2,090 258 182 143 43 France* United Kingdom Spain Poland Benelux

17 16 15 Switzerland Italy Germany

* Including overseas departments and regions.

36 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 37 OUR CLIENTS

Creating the conditions for sustainable transport FRAIKIN's mission is to support its clients in maintaining their activity by operating trucks and industrial vehicles. The challenges of road transport are at the heart of our business.

he road transport industry faces FRAIKIN is working closely with manufac- two major challenges: turers, bodywork designers and parts man- air quality affected by ufacturers to bring to market the most ap- emissions of pollutants, further ag- propriate new technologies. Tgravated by urban congestion, climate change related to greenhouse gas (GHG) emissions.

A MODE OF TRANSPORT ESSENTIAL TO OUR SOCIETY... However, commercial vehicles and heavy goods vehicles will continue to be essential Did you know? for many years to come for the transportation of goods over relatively short distances Since 1990 (Euro 0), or for reaching areas which are difficult to emissions of CO2 and pollutants affecting QUALITY, INNOVATION, reach by other means. In its Transport 2050 air quality Strategy, the European Commission recog- have been drastically reduced, nised that these vehicles, with their great while the goods transported increased COMPETITIVENESS flexibility, will continue to play an impor- by 30%. tant role in the future. This mode of trans- LEVERS OF A LONG-LASTING port must therefore take up the challenge of becoming even more fuel-efficient and less RELATIONSHIP WITH polluting. POLLUTANT EMISSIONS CO2 EMISSIONS Particles ...WHICH MUST BECOME NOx CO2 OUR CLIENTS CLEANER As a stakeholder in the industrial and urban vehicle sector, the FRAIKIN Group -97% -98% -50% has for several years been committed to improving energy efficiency and reducing pollutant emissions. Source: White Paper Electricity for the Industrial Vehicle So to meet the triple challenge of climate Industry November 2018 - FFC, AVERE-France and URF change, air quality and urban congestion, 38 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 39 OUR CLIENTS

The 5 cornerstones of innovation for a fleet which is... Cleaning up a service that is essential to our society ECONOMICAL SAFE GREEN VERSATILE COMFORTABLE Road transport is essential to the economy on a daily basis, but remains a vector of polluting emissions. As a leading player in vehicle rental and fleet management in Europe, FRAIKIN explores innovative solutions that help reduce the environmental impact of its clients' fleets.

RAIKIN’s job is to identify vehicles manner. Not being backed by any manufac- that meet its clients’ needs as turers or bodywork designers, we can in- precisely as possible, as each of form their choices, without bias. As a re- their vehicles must fulfil very sponsible company, FRAIKIN promotes the Fspecific functions. Faced with the ability to put clean vehicles on the road. We complexity of ever specific equipment, have no inclinations regarding the different FRAIKIN plays an important role in advising energy sources, as demonstrated by our par- its clients, as a rental company and ticipation in the working groups of all the prescriber. Prior to rental, the design of the professional organisations involved in ener- vehicles is therefore the result of a close gy transition (see p. 5 4 ). partnership between our technical teams, our suppliers (chassis manufacturers, ... AS PART OF AN OVERALL bodywork designers and parts manufacturers) REFLECTION and our clients. Our role is to explain the various practical examples of use, present the OUR INNOVATION VISION IS CLIENT- product offer and talk about the range of Interview: FOCUSED AND BASED ON 5 possibilities. Communities should also be PILLARS reminded of the parameters to be taken OLIVIER DUTRECH, Group Innovation Director Listening regularly to our clients informs into account before issuing traffic our understanding of the market. Project restrictions. Our goal is to reduce road Major cities (Paris, Greater Paris, Grenoble, Rennes, Nantes, Toulouse, as well as the leaders in charge of innovation ensure we transport emissions without destabilising French Ministry of Ecological and Solidarity Transition) ask for our opinion on have a diverse range of services to meet the this key economic activity, which is alternative energy sources. Our consulting team is also contacted by municipalities of all needs of new market segments and growing but fragile due to its low margins. sizes to carry out an audit of their fleet and develop greening scenarios. Without departing anticipate future needs. FRAIKIN therefore includes raising from our pragmatic operational approach, these scenarios take into account the objectives, awareness of energy transition as part of an budgets and feasibility of the project, particularly in relation to the presence of a refuelling or RAISING AWARENESS OF overall reflection: the adoption of a new charging station nearby. Our expertise is also sought on safety issues. We therefore contribute to the working group set up by the city of Paris as part of its sustainable logistics ALTERNATIVE ENERGY energy source generates changes in route programme. With a view to prevention, we present safety devices (smart cameras, side RESOURCES... plans, driving and possibly infrastructure, guards, etc.) that can improve the cohabitation of industrial vehicles and vulnerable road Faced with new technologies and the which need to be supported. users (pedestrians and cyclists). growing interest in alternative energy sources, we support our clients with energy transition and sustainable mobility in a reasoned

40 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 41 OUR CLIENTS

The FRAIKIN fleet Promoting clean and in figures sustainable mobility

CONTINUALLY TESTING traffic, all vehicles should be equipped with Breakdown of vehicles NEW MODELS advanced driver assistance systems to by type of alternative While the range of products on offer improve the safety of the most vulnerable energy from manufacturers is expanding, road users (pedestrians, two-wheeler riders) companies are showing a growing interest and to better detect road signs. These 5% 1% in alternative energy sources (electric, systems also produce information that will hybrid, CNG, LNG, biofuels). Standing at the help identify risk areas in cities in order to crossroads, we are constantly analysing improve road infrastructure and help collect 1,077 these solutions and testing new models. data to advance autonomous vehicle the number of vehicles These tests help us gain real knowledge, research and development. FRAIKIN has powered by 22% independent of the manufacturers. Our joined this project, along with other alternative energy clients can also try out the vehicles in real- companies committed to safe and 49% life conditions so that they can measure, in sustainable mobility. concrete terms, how the transport Or 23% contributes to energy transition. For this OVERVIEW OF ALTERNATIVE purpose, we have a fleet of demonstration ENERGY SOURCES vehicles (NGV and electric) as well as FRAIKIN has carried out a complete additional vehicles provided by our partner overview of solutions which identifies NGV manufacturers. (Natural Gas Vehicles) and electricity 2% LPG Biofuel Electric (including hydrogen) as the two most Hybrid CNG – LNG CONTRIBUTION TO promising alternatives, especially if the of the Group's total fleet "AUTONOMOUS READY" energy is bio-based (circular economy, for The city of Barcelona has launched the example). This analysis in no way excludes Autonomous Ready project. This initiative is industrial diesel vehicles complying with Proportion of based on the idea that, in cities with heavy Euro6D standards, which remain perfectly Euro 6 vehicles efficient and economically suitable. Indeed, 20 Euro 6 lorries emit less together than a Alternative sources of energy single lorry emitted when the Euro standards were introduced - both in terms (extract from the overview) Did you know? of nitrogen oxides (NOx) and fine particles – NGV (PM1 )*. 39.5% – Electric With the NGV commercial offer 60.5% launched in 2019, clients benefit – Biofuel * Source: report dated January 12, 2017 on Euro pollutant emission standards for heavy vehicles, from a tax scheme (called – Petrol published by the French Ministry of Ecological and additional depreciation) thanks to Solidarity Transition. – Hybrid a leasing contract underpinned by – LPG fleet management. Previous standards Euro 6 Standard

Source: FRAIKIN overview of alternative energy sources - 2019

42 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 43 OUR CLIENTS

Advancing urban mobility Keen to support its clients in their transition to a cleaner, quieter, more economical vehicle fleet, FRAIKIN is pushing manufacturer innovation in the energy and technology fields.

Environmentally-friendly vehicles: FRAIKIN Spain leads by example he entire fleet of FRAIKIN vehicles T available to the Spanish sales teams has been replaced by environmentally-friendly hybrid models. We intend to help change mindsets in the

sector and reduce CO2 emissions.

hermetic compressor reducing the risk of refrigerant leakage by 50%. This is the first time a client has put this new-generation JEREZ DE LA FRONTERA, CITY vehicles. This order reflects Chronopost's defined as a Low Emission Zone (LEZ), and refrigeration unit into operation. Martin BUSES SWITCH TO NGV desire to deliver parcels to the capital city DB Schenker's desire to reduce its carbon Brower will therefore be able to carry out its FRAIKIN's Spanish teams are supporting with a fleet consisting solely of zero- emissions by 30% by 2020. deliveries in the Lyon and Aix regions at any the historic city of Jerez de la Frontera, in emission vehicles, and thus pre-empt the time of the day or night. The PIEK Andalusia in southern Spain, in its drive to deadlines imposed by the city of Paris. PIEK-CERTIFIED NIGHT DELIVERIES certification, recognised in the Certibruit convert its public transport to NGV. Nine Together, the two partners selected Nissan, FOR MARTIN BROWER procedure and issued in France by new Otokar buses (Kent C CNG) have been the world leader in electric mobility. 118 In a process of continuous optimisation Cemafroid, guarantees that vehicles do not delivered with the aim of reducing CO2 Nissan all-electric vehicles transformed by of logistics service provider Martin Brower's exceed 60 decibels, for night deliveries that emissions (-10 tons per year per vehicle) and Voltia were put into service from September fleet of vehicles, FRAIKIN delivered five respect local residents. noise pollution for residents living near the 2019 onwards. innovative multi-temperature semi-trailers routes operated. The local authority, which in November 2019. Responding to the puts "Jerez, sustainable city" on its buses, FIRST NGV TRUCK FOR requirements of many conurbations which plans to gradually replace half of its fleet. DB SCHENKER IN FRANCE impose specific time slots on carriers so that Following the signing of a European their citizens are not subjected to noise GREEN DELIVERIES framework agreement with the DB pollution from lorries during night FOR CHRONOPOST IN PARIS Schenker group, FRAIKIN handed over the deliveries, these vehicles will be equipped The French specialist in the express keys of a 12-ton Iveco CNG Eurocargo carrier with the brand new PIEK-certified delivery of parcels weighing less than 30 kg to the carrier's Épinal branch office. This is refrigeration unit developed by Carrier is upholding its firm policy for clean urban the first truck powered by natural gas in Transicold: the Vector HE 19 MT City. It still logistics. It demonstrated its continued France for the world leader in transport and has a monoblock architecture and lowers its confidence in FRAIKIN by commissioning logistics. A choice guided by delivery carbon footprint through up to 30% less fuel us to supply a hundred electric commercial requirements in the Nancy conurbation, consumption and the adoption of a

44 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 45 OUR CLIENTS

Final mile delivery: two innovative vehicles introduced at the Solutrans show

Together with its partners Renault and Frappa, a refrigerated vehicle bodywork specialist, FRAIKIN introduced two innovative vehicles that meet the challenges of urban delivery.

SOLUTION 1 SOLUTION 2

Renault Master ZE electric vehicle: equipped with an electric Renault Master Platform Cabin Diesel vehicle: equipped with a Carrier Transicold Pulsor 400 battery pack refrigeration unit refrigeration unit operating with "Silentsnow” dry ice.

Vehicle power: Carbon footprint reduced by 78 hp (57 kW) Crit’Air Clean Air Certificate 0 An attractive alternative solution 50% compared to a tradition cooling unit 0 emissions Vehicle battery: 33 kW with eutectic plates Quieter than a traditional 0 noise Unit battery: 10 kW • Temperature stability cooling unit Rapid temperature drop

Unit range according to the client’s Requires carbon snow supply Vehicle range: Vehicle recharging: 0 – 80% activity (route times, number of infrastructure • 120 km actual range Wallbox 11 kW: 1 h 30 (100% in 3 h) times doors are opened, set point • 200 km WLTP Refill cooling unit 0-80% : Domestic temperature and external Unit range: 2.3 KW socket: 2 h (100% in 4 h). temperature) 5 h if recommendations are observed PIEK* certifiable -25 °C to +4 °C Lower maintenance compared 700 kg to a tradition cooling unit

*Subject to condition of bodywork equipment PIEK-certified vehicle: quiet equipment suitable for night deliveries

46 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 47 OUR CLIENTS

Providing our clients with responsible and innovative services FRAIKIN offers its clients much more than just rental and is able to respond to a wide range of requestsby providing responsible and innovative solutions. With one objective: to enable our clients to focus on their core business. Innovative solutions to meet delivery challenges

he relationship between FRAIKIN and T Kingfisher (Castorama and Brico Dépôt 2024 at a rate of 50 drivers per year. Our brands) has lasted for more than 30 years and clients are also offered an eco-driving continues to grow. In April 2018, the home training programme for their own drivers. improvement specialist launched a national call for tenders to identify the service providers SHORT AND MEDIUM- best able to provide innovative solutions to TERM RENTALS meet its delivery challenges. We thereby created about fifty driving jobs and provided Our clients’ needs are constantly the latest generation of 19T and 26T hydraulic changing depending on their volume of vehicles. We also provide both brands with activity, justifying the use of additional complementary, tailor-made and value-added vehicles over short or medium-term services, such as a global solution for route periods. management and optimisation, as well as a In response, we decided to acquire 80 telematics device. All of this is part of a continuous improvement plan. additional new vehicles. These are MAN TGE vans, which we tested in a preview via FRAIKIN Lab, a technical RENTAL WITH DRIVER innovation centre, in 2017. We chose this The development of the rental with constraints. A complete range of services, original bodywork van to reinforce our fleet driver offer meets a growing demand from from administrative management to for short and medium-term rentals, The choice of technology companies which can then be released from driving, including control management, because of its practicality, driving comfort for AO.com vehicle and driving-related operational maintenance and the provision of and safety. dentifying high-performance and innovative replacement or additional vehicles. As I technologies in order to offer the models FRAIKIN employees, drivers benefit from best suited to the client's needs is one of the training programmes and all the HR FRAIKIN's major areas of expertise. For Three levers for reducing support provided by the Group. example, AO.com (online sales of household fuel consumption and electronic appliances) signed a five-year service lease for eight 4 × 2 Mercedes-Benz ECO-DRIVING(training, ECO-DRIVING Actros tractor units after our experts 1 in-cab monitoring systems, etc.) TRAINING demonstrated the vehicle's technological Eco-driving is an effective way of advances. These include improved safety, Adapted vehicle (deflectors, reducing fuel consumption and accidents; handling, increased efficiency of the seven- GPS-controlled gearbox, etc.) 2 we are convinced of its economic and day-a-week AO delivery schedule and reduced Optimisation of practices environmental impact. fuel consumption. The vehicles will be based at 3 (reduction of dead mileage, the company's five main depots in the UK. route optimisation, etc.) That's why we've made it one of the cornerstones of the rental with driver offer. The goal is to train all of our 250 drivers by

48 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 49 OUR CLIENTS

Their job at each stage of the customer journey

MURIELLE WŁODZIMIERZ PYZEL, MURAT, Key Account Manager (Poland) Product, Project and Innovation Director y job is to develop business with current key customers and to find (Group) M new business opportunities for FRAIKIN: a job that requires expertise... and tenacity. I am in permanent contact with our clients, not n what is only for urgent requests but also, in the long term, with the aim of I traditionally offering them solutions for adapting their fleet. known as equipment management, we offer the technical and financial package that meets the client's needs. We set up the equipment (dry, cold, medical, hydraulic, PAUL KELLETT, CECILE MALLARD, etc.) according to specifications and put forward proposals for solutions such as Regional Engineering Branch Manager (France) driving aids, safety aids and alternative Manager (UK) energy sources. ne of my main he branch is at the heart O objectives is to T of our relationship with reduce VOR (vehicle off clients. I meet them or am in road) time for all our clients. contact with them several We make sure that the work times a year, to deal with new is carried out as quickly and safely as possible, requests, respond to various organisational issues both in our workshops and via our network of and sometimes even to troubleshoot. What they repairers. We also provide technical advice appreciate is responsiveness and a sense of throughout the term of the rental agreement service. The proof? 80% of them signed up to the to optimise costs. extension offer we made post-lockdown.

MOHAMMED KHADRI, CESAR LOPEZ, Technical Manager Customer support (Belgium) manager (Spain) s the person in charge egular maintenance, A of after-sales service, R breakdowns, accidents... my motto is In the customer service "total service". The client department, our role is to must know that its fleet is provide end-to-end managed from A to Z by professionals and that assistance. When a client calls us at 3 a.m. about it can trust us on quality as well as on deadlines. a problem with a vehicle and sees a familiar face We are also able to modify vehicles: clients arriving or when, instead of towing, we send a greatly appreciate being able to deal with mechanic to do the repair on site, we provide a single supplier. genuine added value.

50 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 51 OUR CLIENTS

Forging sound relationships with 2nd edition our suppliers of the Supplier Awards

RAIKIN is aware of the importance of its suppliers in achieving its goals F and is committed to establishing healthy and long-lasting relationships with them, based on rigour, mutual respect and fairness. It is in this context that FRAIKIN holds its Supplier Awards. The 2nd edition of the Supplier Awards was held in October 2019, near Paris. Six partners were honoured among over 60 suppliers covering the full range of the Group's direct and indirect purchases. Here are the award winners: Innovation & Value Creation: FRAPPA, which delivers innovative, differentiating technical solutions that provide genuine added value for clients. Operational excellence: REGNAULT, for the reliability and responsiveness of its production system and supply chain. Partnership & Business Development: MAN, which is supporting FRAIKIN with its long-term geographic and product expansion. Sustainability (award created in 2019): STCM, for its efforts in favour of the environment and sustainable development. o carry out its mission for its cli- GROUP CONTRACTS AND LOCAL International Business Development: BRIDGESTONE, which has supported ents, FRAIKIN relies on three main PROCUREMENT FRAIKIN with its international development. categories of suppliers: chassis Negotiations on major procurement Quality: WIELTON, for the quality of its products and their suitability manufacturers, bodywork design- categories are conducted at Group level, and to FRAIKIN's needs. ers and parts manufacturers. In fact, each Category Managers have established trusting vehicle delivered by FRAIKIN matches pre- partnerships with suppliers in their cise specifications connected with the func- respective areas. tions it has to fulfil, such as hydraulic vehi- This is particularly evident with chassis cles, refrigerated trucks, crane platform manufacturers with whom framework trucks, passenger transport or simple vans. agreements are signed at Group level. However, locally-forged relationships still PARTNER SUPPLIERS play a key role in the implementation of European Award Vehicle design is the result of a close these European agreements. Thanks to this for sustainable partnership between FRAIKIN's technical close relationship with the major transport teams (the design office in particular), manufacturers, the Group can offer its n Germany, FRAIKIN received the "2020 European suppliers and clients. In order to be able to clients the latest technological solutions I Transport Award for Sustainable Development" in offer a wide range of technical solutions, we developed by its partners. the "Rental” category. This award recognises the make sure we maintain a wide range of The bodywork market is more composed of Group's sustainable mobility initiatives, from suppliers that we select for their companies operating on a regional or recommending energy-saving systems (latest- generation powertrains, driver assistance systems, complementarity, their competitiveness and national basis. Partnerships in this area are etc.) to the introduction of electric or NGV vehicles. the quality and safety of the products or therefore essentially local, which makes it services they provide. possible to combine rapid implementation and cost control.

52 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 53 OUR CLIENTS

POLAND CCIFP - French-Polish Chamber of Commerce A player committed to promoting SKFS – Association of Fleet Managers ZPL – Polish Leasing Association Polish Alternative Fuels Association responsible transport Pracodawcy RP – Employers of Poland Association Polish Exporters Association Bank Żywności – Food Bank

UNITED KINGDOM FTA – Freight Transport Association BVRLA – British Vehicle Rental & Leasing With TLF (Union of French transport Association and logistics companies) RHA – Road Haulage Association e participate in the CSR working group FRANCE W within the vehicle rental company committee. This collaboration has made it possible to set up the online website AFGNV – French Natural terre-tlf.fr for providing information to companies in the Gas Vehicle Association transport and logistics sector. Its four main sections provide TRANSFRIGOROUTE summarised and educational information on alternative energy CERTIBRUIT vehicle fleets, available energies and appropriate use, FFC – French Bodywork regulations on GHGs and traffic restrictions in LEZs*, as well as Federation an economic approach including acquisition grants, taxation, leasing and TCO. TLF – Transport and Logistics of France * Low-emission zones. LEASE EUROPE FEDALIS – Federation of Food Distributors With the FFC (French Bodywork Association) s part of a group bringing together all A the players involved in the GERMANY development of electromobility in road Transfrigoroute freight transport, FRAIKIN contributed its Deutschland expertise to the drafting of a white paper EGRW – Association entitled Electricity for the industrial vehicle SPAIN of regional waste sector. This white paper takes stock of the Gasnam management electric industrial vehicle offering and companies confirms its relevance for certain road AER – Spanish Rental Association transport uses (distances and tonnages) ATFRIE – Spanish Association of while respecting technological and energy temperature-controlled logistics companies neutrality. Gas Licuado – Spanish LPG Association DGT – Directorate-General for Traffic Generalitat de Catalunya – Province of Catalonia Comunidad de Madrid – City of Madrid Chamber of Commerce

54 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 55 OUR ENVIRONMENT

Reducing the environmental impact of our activities The climate challenge and the challenges of energy transition towards a decarbonised economy and society require increased efforts to be made regarding pollution control and waste and resource management. They lead FRAIKIN to pursue a responsible and innovative environmental protection policy based on the circular economy.

n France, the UK, Spain and Poland, an inventory of chemicals used in the FRAIKIN couples its well-known rental workshops has been drawn up (safety data and leasing activity with a maintenance sheets - SDS are updated) and new products and repair service for heavy goods vehi- have replaced substances deemed to be Icles and light commercial vehicles. In total, hazardous. there are nearly 120 workshops in operation. They account for the bulk of energy and water consumption (washing bays) and gener- The data ate most of the Group's waste (oil, used batteries, tyres, refrigerants, etc.). In a spirit of FRANCE continuous improvement, investments are 110 workshops made on an ongoing basis to limit con- UNITED KINGDOM sumption and manage waste in accordance workshops with best practices. 5 WASTE, SPAIN POLAND COLLECTION AND RECYCLING 2 workshops 1 workshop For FRAIKIN, environmental protection RECYCLING AND SAVING remains a priority formalised in a proactive environmental approach. We have worked Spain: top in certification RESOURCES, on listing approved waste collectors according to the waste families. All n Spain, we have been implementing an subsidiaries with workshops entrust their I integrated management system since OUR THREEFOLD waste management to specialist companies 2014, certified by SGS (ISO 9001, ISO 14001 and OHSAS 18001). It is based on the that collect, process and destroy or recycle it continuous improvement of our service DIRECT IMPACT in accordance with European rules. In quality and customer satisfaction, the France, the collection of hazardous waste prevention of environmental impact and and used oil is handled by Sevia; the the improvement of health and safety collection and recycling of batteries is conditions at work. Certification ISO handled by STCM. We have also organised 39001:2012 shows our commitment to minimising the risk of traffic accidents in the the collection of its non-hazardous waste work environment. (wood, metals, composites, household waste). To prevent hazards in the workplace, 56 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 57 OUR ENVIRONMENT

Dynamic and sustainable fleet management

Proportion of Euro 6 vehicles in the fleet (Group)

100

60 60.5% 55% 40 47% 33% 20

0 2016 2017 2018 2019

The 3 lives of FRAIKIN vehicles RAPID FLEET ROTATION A CONTROLLED VEHICLE LIFE CYCLE As a responsible player in the heavy From acquisition to resale, each vehicle goods vehicle sector in Europe, FRAIKIN goes through three operational phases. prioritises the rapid renewal of its vehicles. Apart from exceptional cases, new vehicles So the impact of the new European are intended for long-term rental. After four 1st LIFEIi 2 nd LIFEIi environmental standards is more apparent to five years, the vehicles are made available 3 rd LIFEIi within the Group than the market average. to companies through short or medium- The active fleet renewal policy is bearing term rental. fruit. At the end of 2019, Euro 6 vehicles After seven or eight years of service, the form 60.5% of the FRAIKIN fleet. vehicles are sold on the pre-owned market. The effect of this management is to ensure Sold on as that the fleet is regularly renewed and 18 MONTHS TO 2 a pre-owned maintained at the highest environmental vehicle 4 OR 5 YEARSI YEARS,I standards. on average, short and long-term rental medium-term rental

58 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 59 OUR ENVIRONMENT

Collection and recycling of used lead-acid batteries

n 2011, FRAIKIN signed a partnership This recycling also creates two other agreement with STCM, the leading lasting benefits: French player in the collection and it avoids the use of minerals and their The data 3 stages recycling of used lead-acid batteries. transportation to our country, which means of recycling I resources and natural areas are preserved A WIDELY ADOPTED COLLECTION and energy consumption for their a used battery The teams have been made especially transportation is significantly reduced. 1 aware of battery collection. Continuous the production of batteries from recycled Crushing action is being taken to further improve the metals requires two to three times less The entire battery is shredded traceability of these products. In France energy than production from ore. There lies and its components separated. alone, we have managed to recycle 231 tons the greatest opportunity for saving 99% Lead is extracted in the form of lead out of the 232 purchased in 2019, resources. This system therefore helps this is the recycling rate for the lead of metal, sulphates and oxides, polypropylene, polyethylene achieving an almost 100% recycling rate. A prevent the depletion of natural resources, contained in a used battery obtained in 2019 and electrolytes. figure which has further increased from reduce waste production and rationalise 96% in 2018. energy consumption. 2 Each battery collected is recorded on a Reduction Waste Tracking Sheet (WTS), a form The metallic lead and the designed to ensure the traceability of sulphates and oxides are treated in furnaces to provide hazardous waste and to provide proof of lead bullion. disposal for the responsible producer. 3 SUSTAINABLE MANAGEMENT Refinement Collecting batteries and recycling them The raw lead is transformed prevents these environmentally harmful into refined lead, meeting the strict specifications materials being abandoned or dumped. of the battery manufacturers. The processing of this waste, on French territory as far as waste produced in France is concerned, reduces the impact of

transport-related CO2 emissions and guarantees that it is processed in compliance with national and European directives.

60 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 61 OUR ENVIRONMENT

Tyre recycling and retreading Solvent-free degreasing of spare parts

ore than 90 sites in France are equipped with Safetykleen* M machines, the expert in parts cleaning and surface treatment services. They are used to degrease mechanical parts with detergent solutions (Aquakleen and Braekekleen machines) as well as to strip paint with thinner (Paintkleen) through patented systems that guarantee the preservation of the environment and compliance with QSE-related legislation. Indeed, the turnkey service includes preventive maintenance of machines, regulatory documentation and waste management, the waste being recycled in The retreading technique the company's "Facilities classified for environmental protection” centres. his consists of replacing the tread of a reusable worn T tyre with a new tread. It is of both economic and * Certified to OHSAS 18001 since 2018. ecological interest, limiting CO2 emissions and waste production.

s part of its strong environmental consumed and more than six tons of CO2 Water-saving commitment, FRAIKIN uses avoided. accredited service providers for We therefore regard retreaded tyres as a The data washing gantries the collection (ALIAPUR for serious and satisfactory alternative to new AFrance), processing and recovery of tyres, in tyres and make them a link in the circular accordance with current regulations. economy. In 2018, FRAIKIN therefore n Spain, the Granollers workshop uses decided to change manufacturers and chose a rainwater recovery system for RETREADING, Bridgestone, the undisputed leader in the I washing vehicles. This system reduces A SERIOUS ALTERNATIVE retreading field. tap water consumption to zero, provided that rainfall regularly supplies the tanks. Even though they cost more to buy, the THROUGH this technique, FRAIKIN is In France, several workshops are equipped lifespan of retreadable tyres is on average addressing a twofold environmental 41% of tyre purchases with new washing gantries whose two and a half times longer. challenge: saving raw materials and avoiding in 2019 were retreaded tyres. water consumption is half that of a washing Raw material savings are in the order of 35% tyres being dispersed into the countryside. gantry over 5 years old (420 litres of water and there is 50% less waste to be The economic aspect is positive, too, since 2020-2021 target: 50% per wash compared to 800 litres), as is their reprocessed. Studies have shown that the reuse of carcasses lowers the cost of electricity consumption (1.9 kWh consumed per wash, compared to 3.8 kWh). retreading 100 heavy goods vehicle tyres replacement tyres. represents five tons of materials not

62 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 63 SPIRIT OF SOLIDARITY

FRAIKIN, solidarity in the COVID-19 crisis During the unprecedented health crisis that has slowed economic activity throughout Europe, FRAIKIN employees have remained committed. We have provided the health "WE ARE A STRATEGIC SERVICE and rescue services with vehicles free of charge, supported the goods transport logistics COMPANY WHICH MUST OPERATE sector and responded by keeping all of our branches and workshops open. Here are a few examples. TRUCKS ON THE ROAD. OUR MOTTO ‘YOU DRIVE, WE CARE’ HAS BECOME MORE MEANINGFUL THAN EVER." #FRAIKINsemobilise #FRAIKINiscommitted #youdrivewecare PHILIPPE MELLIER, Chairman of the FRAIKIN Group

An emergency truck With the French With Sainsbury’s To provide logistics for medical waste Red Cross for NHS Scotland management RAIKIN's UK teams worked hard he Gennevilliers team (France) xtra vans were provided to F during the crisis to deliver a truck T provided the French Red Cross E Sainsbury's supermarkets. meeting the needs of Tradebe with a refrigerated vehicle free of The company was therefore able to Healthcare, a specialist in charge for deliveringmeals and cope with its increased activity related medical waste management. shopping to the homes of to home deliveries and the Click and the most vulnerable people. Collect service. " Together we can do more"

n Poland, FRAIKIN provided two n Great Britain, we worked closely with I ambulances free of charge to the city I Menzies Distribution, providing two of Ruda Slaska and the Ermed vehicles free of charge. This enabled Foundation in Wroclaw to help them in the logistics service provider to fulfil its the fight against the pandemic, as well vital contract with NHS Scotland. as two vehicles for the Warsaw Genomics laboratory.

64 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 65 SPIRIT OF SOLIDARITY

FRAIKIN, Solidarity #FRAIKINsemobilise #FRAIKINiscommitted in the COVID-19 crisis #youdrivewecare (continued)

Orange cherry pickers accepted by videoconference! With the Haute-Vienne Entertaining children Support for the Mobile fire brigade during lockdown First Aid Unit in Île-de-France he Limoges branch provided the n original idea from Spain: n ambulance was also provided to T Haute-Vienne fire brigade with a A providing colouring cards with Niki, A the Essonne Mobile First-Aid Unit vehicle for transporting first-aid workers the FRAIKIN mascot, to keep children association, to enable volunteers to Meals who had come to offer additional help occupied and promote tips and best provide assistance to people. in the nursing homes. practices for drivers. for Carers estaurant owners in Vannes, R who are part of the ‘Chefs with Carers’ movement, are looking after its carers and the Laveran military hospital uring a lockdown, you have to be received support from FRAIKIN with the D able to adapt. Orange Pro accepted free provision of vehicles to deliver by videoconference the cherry pickers meals for the carers. essential for telecom network maintenance. That’s more than 45 cherry pickers, all over France.

66 2019 FRAIKIN CSR REPORT 2019 FRAIKIN CSR REPORT 67 fraikin.com SAS (simplified joint-stock company) with capital of €105,309,715.50 9-11, rue du Débarcadère – West Plaza – 92700 Colombes – France

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