CONTENTS Message from President ............................................... 4 Message from CEO ....................................................... 5 Information on how the annual report was prepared .. 6 1. THE COMPANY IN 2019 1.1 At a glance ................................................................ 8 2. THE COMPANY 2.1 Background ............................................................. 12 2.2 Objects ...................................................................14 2.3 Vision – Objective – Implementation .....................15 2.4 Major investment projects under way .................... 17 2.5 Major events in 2019................................................18 2.6 Pricing policy ......................................................... 20 2.7 Research, Development & GIS ................................ 21 3. COMPANY STRUCTURE 3.1 Organisational Chart .............................................. 26 3.2 The Board of Directors .......................................... 28 3.3 The General Manager and Managers ................... 30 3.4 Corporate Governance Statement ........................ 32 3.5 Legislative Framework ........................................... 33 4. CORPORATE SOCIAL RESPONSIBILITY 4.1 Employee education - support ............................... 36 4.2 Customer service ................................................... 37 4.3 Ecological practices .............................................. 38 4.4 Relations with the local community ...................... 38 4.5 Human Resources .................................................. 40 5. INFRASTRUCTURE 5.1 Water supply .......................................................... 44 5.2 Quality control ....................................................... 49 5.3 Sewerage ............................................................... 50 5.4 Waste water treatment ......................................... 52 5.5 Caring for the environment ................................... 55 5.6 Permits ................................................................... 56 5.7 Technical Works ..................................................... 57 5.8 Health and Safety .................................................. 59 6. CONSUMPTION 6.1 Customer service ................................................... 62 6.2 Consumption data analysis ................................... 63 7. INVESTMENT PLAN 7.1 Operating activities ................................................ 75 7.2 Investing activities ................................................. 75 7.3 EYATH's 2018-2024 Investment Plan ........................78 7.4 IT System & Infrastructure Development Unit ....... 81 8. SHARES 8.1 Change in Share Capital ........................................ 84 8.2 Share Capital Structure ......................................... 85 8.3 Dividend Policy ...................................................... 86 8.4 Shareholder’s Rights ............................................. 86 8.5 Share's stock Market performance ................................................. 90 8.6 Shareholder line-up ................................................91 8.7 Share technical data .............................................. 93 8.8 Shareholder relations ............................................ 95 9. ANNUAL FINANCIAL STATEMENTS FOR 2019 Annual Financial Report .............................................. 98 2019 ANNUAL REPORT Message from the President of EYATH S.A., Prof. Agis M. Papadopoulos We are going through a period where the spread of an unprecedented pandemic overturned the strategic plans of all companies worldwide, resulting in hard to predict impacts on economic and social life. Critical infrastructure companies like ours were called upon to bear the burden of uninterrupted service provision while also safeguard- ing the health of employees and consumers. EYATH was quick to respond to this global test over recent months thanks to operational readiness: protecting the health of its employees by adopting flexible forms of remote and rotating work, ensuring the uninterrupted supply of water as an element vital to public health and the quality of life, and putting in place special arrangements for consumers, especially for vulnerable groups, to pay their bills. With all that under our belt, looking back at 2019, we can now say that major investment projects are now in the process of being implemented; projects which are the product of long-term planning, preparatory work and ma- turity. The current management team (I took up duties as Chairman in August 2019) considered that they should move forward at a rapid pace since these projects will contribute in the medium-term to a substantive improve- ment in the quality of life in Thessaloniki and will also bolster the company’s growth. Two of the main parameters in the investment plan are (a) an increase in the quantity of water available to the ur- ban area, by expanding the water treatment plant and (b) a reduction in our environmental footprint, by producing energy from renewable sources, and by making investments to improve the energy efficiency of our facilities. The security of energy supply is another challenge which has emerged from the pandemic, since it is impossible for vital infrastructure in a country to operate without uninterrupted energy supplies. Another important step which was taken in 2019, which resolved a decades-long problem for the city, is to connect our two main aqueducts, the Aliakmon and Aravissos aqueducts. This project was successfully completed and will offer options for more rational management of available water, especially in emergencies. In the research sector, in 2019 we focused on managing water demand and consumption in the water supply net- works, utilising new ICTs which clearly EYATH could no longer ignore. A first step is to pilot smart metering as part of the so-called smart metering system, which has generated very interesting results so far. The aim is to move towards an integrated digital infrastructure which will utilise remote metering and remote control technologies to smartly manage the water supply network, as well the customer service environment. Another important objective is the research and development of technologies to manage, display and analyse water consumption data so as to immediately identify incidents and send notices and personalised information to consumers, while also automat- ing procedures within the company. Water supply is always interconnected with sewerage, which is a critical sector for public health, which over time has been related to combating poverty and sustainable development. Major steps were taken in this sector in 2019, the most important being the routing of completion of the sewerage network in the area of the K16 inter- change and Dendropotamos. Thanks to this project, what was for a long time an open wound afflicting the Ther- maikos Bay can heal, while also ensuring flood protection in the area. During the past year, major medium-scale projects were also implemented relating to replacement of sewerage networks and maintenance of existing facilities, automation and IT systems. Recent experience confirms that water management, in addition to the quality of life of our fellow citizens, relates to critical sectors such as the production and processing of food, the safe operation of nursing and educational infrastructure and the problem-free operation of the catering and hospitality sectors. In 2019 EYATH developed a roadmap of the future for water supply and sewerage in Thessaloniki. During the cur- rent year we believe that projects will proceed at a rapid pace, provided that there are no force majeure events. The objective remains to provide top quality services to consumers, ensuring the sustainability of the water eco- system, to the benefit of the company, its employees and shareholders. May 2020 4 THESSALONIKI WATER SUPPLY & SEWERAGE Co S.A. Message from EYATH S.A.’s CEO, Anthimos A. Amanatidis Thessaloniki Water Supply and Sewerage Co. S.A. manages one of the most valuable assets for the life and eco- nomic activity of our homeland. It ensures the uninterrupted supply of top quality water to the Thessaloniki urban area and guarantees the problem-free, continuous operation of environmentally critical infrastructure such as urban waste water networks and treatment facilities. As CEO, I took over management of EYATH on 30.4.2020, at a time when the company was called upon to demon- strate optimal business capability, in the context of an unprecedented health crisis, with varying impact. Employ- ees responded immediately and excellently and the company showed flexibility and readiness, continuing to offer its services without interruption. Thanks to immediate adaptation and response to the new conditions, we proved that we have a well-organised management and operating mechanism in place. On behalf of the company’s man- agement team, I would like to thank all those who worked with dedication and showed themselves to be responsi- ble in the face of current challenges. The uncertainty caused by the development and duration of the pandemic requires us, as a new management team, to evaluate and optimise the best practices implemented during this time and to move forward with a well-designed action plan. It also requires us to immediately optimise our digital transactions, while continuing to provide top quality water supply and sewerage services, bearing in mind public health, environmental protection and the safeguarding