Telenor's Corporate Responsibility Report
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TELENOR’S CORPORATE RESPONSIBILITY REPORT 2014 Telenor’s corporate responsibility report WORDS BY THE CEO Stein-Erik Vellan Chief Executive Officer Dear friends, Looking back at the past year, I believe that the one network and in 2015 our customers will enjoy a thing that comes to everyone’s mind in Telenor is much greater quality of our services. transformation. In fact, it all started back in August We also introduced the Telenor Way of doing 2013, when Telenor Group acquired GLOBUL. We business and we are open to working with anyone started the process of transformation from within who is trustworthy and has a good offer. As a result, the organization and filled 2014 with many new and in 2014 we changed over 35% of our suppliers and exciting challenges and achievements. now most of them are Bulgarian based companies. We introduced the Telenor Way of work and the We work with them in the spirit of collaboration Telenor Code of Conduct and step by step we and aim to always raise awareness and share best started living by the new values of the organization. practices. We literally built a new working environment. Tore Last, but not least, I would like to share with you down the walls in the office and introduced a new that in September, 2014, we introduced in Bulgaria way of communication and interaction built on a solution that I hope every Internet provider in respect. For example, you will not find a single the country will implement. In collaboration with employee with a personal office and I, too, work in Interpol, Telenor is now blocking the access to the open space of our renovated building. The new materials of child abuse in the network. Making office is not only inspiring transparency, but is in fact Internet a safer place for our kids will continue to be also rather efficient: in 2014 electricity consumption a priority for us, as its benefits as an inexhaustible was reduced by 8%, despite the growing number of source of knowledge and progress are undeniable. employees in the building. The company’s vision is to Empower Societies and it The changes inside the organization gradually is based on the fact that digital communication has transformed into changes for the outside world as the power to significantly improve people’s lives and well. Telenor was the first on the market to introduce secure a better future for all. We see this happening equal treatment for all customers. We completely in all the other 12 markets of Telenor Group in Europe changed not only the way our shops look, but the and Asia. Telenor has come to Bulgaria to stay for way we interact with our clients. Our communication the long term and we will invest in developing the is transparent on all levels and in our commercials potential of technology to benefit society in the you can see real people with their real stories. In years to come. My best wishes, addition, we invested in the renovation of our entire Stein-Erik Vellan Words by the CEO 2 Telenor’s corporate responsibility report CONTENTS Words by the CEO 2 About the Report 4 Scope of the Report 5 6 Our Company 8 Memberships and Acknowledgements Corporate Governance 10 14 Corporate Responsibility 15 Materiality Assessment Marketplace 17 19 Customer Care 27 Sustainable Products and Services 30 Responsible Sourcing 32 2014 Achievements and 2015 Targets Employees 33 36 Employee engagement 39 Health and Safety 40 The Team 41 2014 Achievements and 2015 Targets Environment 42 43 Environmental Management System 44 Energy Consumption and Climate Protection 49 Resource Utilization and Waste Management 51 Support to Environmental Projects and Events 52 2014 Achievements and 2015 Targets Society 53 55 Contribution to Economic Growth 56 Safe Internet 57 Long-term causes and campaigns 59 Contribution to Education 63 Innovations 65 Electromagnetic fields 66 2014 Achievements and 2015 Targets SUPPLEMENT 67 Telenor’s corporate responsibility report ABOUT THE REPORT We are pleased to present to the reader Tele- This report was prepared with the assistance nor’s 2014 corporate responsibility report. of our environmental management and sus- In developing it we followed the Global Re- tainability consultant denkstatt and has not porting Initiative’s (GRI) fourth generation of undergone a third party review. The report is guidelines and methodology requirements available only in electronic version at our web- (Content Index – “Core”). To determine the site www.telenor.bg in both Bulgarian and En- topics with greatest significance to our key glish. We chose electronic distribution in order stakeholders we conducted preliminary anal- to reduce usage of paper - a resource we con- ysis that helped us select the areas of corpo- sider very important. rate responsibility highlighted here. Our goal is greater visibility and transparency. For sug- gestions and recommendations please, write to us on: [email protected] About the report 4 Telenor’s corporate responsibility report SCOPE OF THE REPORT Until November 4, 2014, the company operated activities. This report contains business data under the brand GLOBUL, with GERMANOS as for 2012, 2013 and 2014 and data from prior a key trading partner. On July 3rd, 2014 Ger- periods was recalculated to cover the activities manos Telekom Bulgaria EAD (GERMANOS) of GERMANOS as well. merged with Cosmo Bulgaria Mobile EAD (GLOBUL). As of October 28, 2014 the legal This is our fifth annual corporate responsibili- name of the company is Telenor Bulgaria EAD. ty report. Each report covers a period of 1 year This report covers Telenor’s business activities of our activities; however, in previous pub- on the territory of Bulgaria, starting January 1, lications it reflected just GLOBUL activities, 2014 through December 31, 2014 and data for while the current one includes the GERMANOS the period before the merger has been recal- performance. All our reports are available on culated to cover both GLOBUL and GERMANOS Telenor’s corporate website. Scope of the report 5 Telenor’s corporate responsibility report OUR COMPANY Regulatory Division Internal Audit Division Legal Affairs & Protected Information Division Technology Division Corporate Affairs Division Board of Directors Chief Executive Officer Human Resources & Administration Telenor is a leading telecommunication com- Division pany that offers a full range of services: mo- bile, fixed and data, to more than 4 million Bulgarian customers. As of the end of 2014, Telenor’s services are available to 99.98 % of Bulgaria’s population, covering 99.50% of the country’s territory. Telenor’s UMTS network Sourcing covers 98.66% of the population. Our prod- & Logistics Division ucts and services are offered at 366 points of Finance Division Commercial sale across the country, including 229 Telenor Division stores and 137 stores of our official partners Global Net Solutions and Internity. Our head- quarters is in Sofia, Mladost 4, Business Park Sofia, Building 6. Fig.1 Organizational structure of the company for 2014. Оur company 6 Telenor’s corporate responsibility report The company is part of Telenor Group since August 2013. The merger of GLOBUL and GER- MANOS was announced on July 3, 2014, after full streamlining of the joint administrative and business processes. As of November 4th , telenor the company operates under the brand name Norway Telenor. telenor Pakistan telenor telenor Sweden Denmark telenor telenor uninor Hungary Bulgaria grameenphone telenor dtac Montenegro telenor Serbia digi With 160 years of experience Telenor Group is a recognized leader in the international tele- communications market. The company con- telenor tinuously develops its services portfolio so Myanmar the customers can benefit from cutting edge solutions at all times. Today Telenor Group has 192 million users in 13 countries throughout Europe and Asia. Telenor Group has economic interest of 33% and voting interest of 42.95 % in the Russian VimpelCom, which offers mobile services in 14 countries. Fig.2. Global presence of Telenor Group Our Company 7 Telenor’s corporate responsibility report MEMBERSHIPS AND ACKNOWLEDGEMENTS Telenor is a member of a number of organiza- In 2014 the company received a number of tions that help us address business challenges awards that recognize our efforts in the area and spread the values of the corporate re- of corporate responsibility. At the end of 2013 sponsibility in Bulgaria. we received the special award Corporate Own- • Bulgarian-Nordic Chamber of Commerce er of Electric Car in the contest Car of the Year • Confederation of employers and industrial- 2014 organized by Press Auto Club Bulgaria. ists in Bulgaria (CEIBG) In January 2014 we won third place in the So- • Bulgarian Chamber of Commerce and In- cial Responsibility category of Forbes Bulgaria dustry (BCCI) business awards. In February we were awarded • Bulgarian Business Leader Forum first prize in the “Investor in Society” catego- • The Telecommunications Association (AS- ry at the Bulgarian Business Leaders Forum TEL) (BBLF) for our support to “Worlds” - the first • Bulgarian Association for People Manage- day care center for vocational education of ment (BAPM) people with intellectual difficulties designed • Bulgarian Donors Forum (BDF) by “Maria’s World Foundation”. In May 2014 we • Bulgarian Association of Advertisers (BAA) received a gold EFFIE award in the “Corporate • Greek Business Council in Bulgaria Communications” category for our communi- • Public Council at the Safer Internet Center cation campaign “Don’t Create New Species” • German-Bulgarian Industrial-Trade Cham- by Ogilvy group. ber • World Association for Mobile Communica- tions (GSMA) • UN Global Compact (membership via Tele- nor Group) Memberships and Acknowledgements 8 Telenor’s corporate responsibility report The new working environment at our head- quarters won us a special award in the “Business Buildings” category at the 2014 na- tional competition “Building of the Year”. In November 2014 we were recognized by the Bulgarian Donors Forum for our successful partnership with “Maria’s World” Foundation at the 2014 Biggest Corporate Donor official awards ceremony organized with the support of the Bulgarian President Mr.