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Sustainability Report 2009 Was Drawn up on the Basis of the AA1000 Standard Which Provides the Steps Required for Preparing Social and Sustainability Reports

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Sustainability Report 2009 Was Drawn up on the Basis of the AA1000 Standard Which Provides the Steps Required for Preparing Social and Sustainability Reports Contents Letter from the Chairman of the Board..................................................................................................................... 4 Letter from the Chief Executive Officer ................................................................................................................... 4 The Report .................................................................................................................................................. 5 Reading this Report .................................................................................................................................................. 5 Drawing up this report .............................................................................................................................................. 7 About us .................................................................................................................................................... 10 Hera today............................................................................................................................................................... 10 History .................................................................................................................................................................... 10 Services managed ................................................................................................................................................... 11 Mission and Values................................................................................................................................................. 12 Managing sustainability.......................................................................................................................................... 13 The instruments of governance............................................................................................................................... 20 Governing Corporate Social Responsibility............................................................................................................ 27 Dialogue with stakeholders...................................................................................................................... 34 Hera’s stakeholders................................................................................................................................................. 34 Dialogue and involvement initiatives ..................................................................................................................... 35 Dialogue on the Sustainability Report .................................................................................................................... 37 Results and Value Added......................................................................................................................... 39 Operating results..................................................................................................................................................... 39 Allocation of value added ....................................................................................................................................... 45 Workforce ................................................................................................................................................. 49 Objectives and performance ................................................................................................................................... 49 Breakdown.............................................................................................................................................................. 50 Turnover ................................................................................................................................................................. 53 Diversity and equal opportunities ........................................................................................................................... 56 Training and professional development.................................................................................................................. 59 Pay, salaries and bonuses........................................................................................................................................ 64 Health and safety .................................................................................................................................................... 68 Industrial relations .................................................................................................................................................. 71 Internal communication .......................................................................................................................................... 73 Cultural associations............................................................................................................................................... 75 Internal climate survey............................................................................................................................................ 75 Others dialogue and envolvement inititatives ......................................................................................................... 80 Customers ................................................................................................................................................. 82 Objectives and performance ................................................................................................................................... 82 Breakdown.............................................................................................................................................................. 83 Tariffs and billing ................................................................................................................................................... 85 Service quality ........................................................................................................................................................ 96 Quality of drinking water........................................................................................................................................ 98 Service security and continuity............................................................................................................................. 102 Customer relations................................................................................................................................................ 108 Customer satisfaction survey ................................................................................................................................ 113 Other customer listening, dialogue and involvement initiatives ........................................................................... 116 Shareholders ........................................................................................................................................... 118 Objectives and performance ................................................................................................................................. 118 Breakdown............................................................................................................................................................ 118 Corporate Governance and safeguards for shareholders....................................................................................... 121 Distribution of dividends ...................................................................................................................................... 122 Stock exchange share performance....................................................................................................................... 122 Relations with investors and financial analysts..................................................................................................... 124 Financial Institutions ............................................................................................................................. 126 Suppliers.................................................................................................................................................. 129 Objectives and performance ................................................................................................................................. 129 Breakdown............................................................................................................................................................ 130 Operations within local communities.................................................................................................................... 132 Qualification and selection of suppliers................................................................................................................ 134 Contract management ........................................................................................................................................... 138 Supplier relations.................................................................................................................................................. 140 Public Administration............................................................................................................................ 142 Breakdown...........................................................................................................................................................
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