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Sustainability Report 2011 31 May 2012 Contents Please click on the relevant section in the Contents to jump to your desired location. Sustainability in About Us 04 Telenor Group What is Sustainability at Telenor Group? 06 Message from President & CEO 07 Message from Chairperson of the Board Ethics & Sustainability Committee 08 Governance The Telenor Way 10 Corporate Governance 12 Business Ethics 13 Regulatory Issues 15 Communication Enabling Services 16 Services & Societyty Safe Services 20 Research & Innovation 24 Responsible Climate Change 26 Business Practicee Environment 29 Occupational Health, Safety & Security 32 Supply Chain Sustainability 33 Service Reliability & Quality 36 Data Protection & Privacy 38 Reporting Stakeholder Engagement & Reporting Principles 39 Contact Details 44 click this button to return to the contents page About Us Telenor Group is an international provider of telecom, data and media communication services. Telenor Group has mobile operations in 11 markets in the Nordic region, Central and Eastern Europe and in Asia. The company also has a voting stake of 39.5 per cent (economic stake: 35.7 per cent) in VimpelCom Ltd., operating in 18 markets. Headquartered in Norway, Telenor Group is one of the world’s major mobile operators with 146 million mobile subscriptions in its consolidated operations per Q1 2012, revenues in 2011 of NOK 99 billion, and a workforce of approximately 30,000. Our vision is simple: Telenor exists to help customers get the full benefit of communications services in their daily lives. We’re here to help. Read More For more information about Telenor Group, please visit www.telenor.com Sustainability in Telenor Group 4 Telenor - Sweden Telenor - Pakistan Uninor - India Grameenphone - Telenor’s wholly owned Telenor’s wholly owned Telenor holds a 67.25 per cent Bangladesh subsidiary, Telenor Sweden, subsidiary, Telenor Pakistan, ownership interest in Indian Telenor holds a 55.8 per cent is Sweden’s third largest is the second largest mobile greenfield mobile operator Uninor. ownership interest in operator in Pakistan. The company launched its services mobile operator. Grameenphone, the largest in December 2009. mobile operator in Bangladesh. Grameenphone is listed on the Dhaka Stock Exchange (DSE) Ltd. and the Chittagong Stock Exchange (CSE) Ltd. Telenor - Norway Telenor’s wholly owned Norwegian mobile operation is the country’s leading telecommunications operator. Telenor - Denmark Telenor’s wholly owned subsidiary, Telenor Denmark, is Denmark’s second largest mobile operator. dtac - Thailand dtac is the second largest mobile operator in Thailand and is listed on the Stock Exchange of Thailand and the Singapore Exchange. Telenor - Hungary Telenor - Montenegro Telenor - Serbia DiGi - Malaysia Telenor’s wholly owned Telenor’s wholly owned Telenor’s wholly owned subsidiary, Telenor holds a 49 per cent subsidiary, Telenor Hungary, is subsidiary, Telenor Montenegro, Telenor Serbia, is the country’s ownership interest in DiGi, the third the country’s second largest is the country’s largest second largest mobile operator. largest mobile operator in Malaysia. mobile operator. mobile operator. DiGi is listed on Bursa Malaysia. VimpelCom Ltd. Telenor Group holds a voting stake of 39.5 per cent 5 Sustainability in Telenor Group (economic stake: 35.7 per cent) in VimpelCom Ltd.,operating in 18 markets. What is Sustainability at Telenor Group? For Telenor Group, a sustainable Our business matters. In all our markets we see examples business is one that delivers Telecommunications has significant of how people embrace new and long-term growth and profitability potential to positively impact innovative services to improve their by adding social, environmental as people’s lives, contribute to social lives or their income potential. well as financial value. This means and economic growth, have a Many more rely on our services that we manage risks, embrace beneficial influence on society, and to provide added safety. This is opportunities and build our help shape a sustainable future. why topics such as service reputation – while we continue Our efforts rest on two key strategic reliability and research & innovation to grow shareholder value. pillars: extending the benefits of are included in this report. Further, mobile communications across the topics covered in this report all our markets and integrating are selected through a materiality responsible business practices in assessment based on methodology all aspects of our operations. developed by the Global Reporting Telenor Group’s ambition is Initiative (GRI). You can read more to create shared value for the about this in the chapter on company and for the societies in Stakeholder Engagement which our business units operate. and Reporting Principles. Sustainability in Telenor Group 6 Message from President & CEO I am pleased to present Telenor use of communications that can Group’s Sustainability Report deliver significant reductions in the for 2011. It highlights our efforts greenhouse gas emissions of our and performance on issues of many customers. importance to our business and to our many stakeholders in wider Children’s eagerness to explore society. new technologies knows few limits. Their online lives are enriching and Our pursuit of responsible fascinating to observe. But with the business remains a key priority. boldness come risks. Together with This is an open-ended and lasting experienced partners we engage commitment. As a future-facing with students, teachers and parents company we strive to adapt through our successful school visits and continuously improve our programme, which targets digital performance in accordance with bullying. So far we have visited 250 expectations from the world around Norwegian schools, and talked us and with the ten principles of the to 70,000 students and 12,000 UN Global Compact. parents. We are greatly encouraged by reports showing that there is less Jon Fredrik Baksaas Our industry is an enabler. Right digital bullying today than when we President and CEO, now, rapid growth in mobile started our campaign. data is opening fantastic new Telenor Group opportunities for more people to Over the last years we have taken access and explore a vast universe major steps to improve the health of information and empowerment. and safety of our people, and we Essential services are made continue to target key risk areas. available to underserved population 13 people lost their lives working groups. As an example, many who indirectly for Telenor Group during were previously cut off from basic 2011. The majority of these fatalities banking now enjoy access for the occurred in Pakistan, where the first time. Each month 1.5 million general security situation remains financial transactions are made a challenge. I am deeply saddened through the Easypaisa mobile by this loss. In 2012 we will continue banking service in Pakistan. to work actively to improve security among our suppliers and their In the absence of effective, people. Risks associated with violent internationally binding agreements crime and road accidents will receive related to climate change, the a special focus in this respect. telecom sector is moving ahead with their own initiatives. At Telenor This report contains much more Group, our main climate change detail on a range of issues. focus is to improve the energy It is my hope that it will provide efficiency of our networks and useful insight into how we manage thereby reduce our carbon footprint. key sustainability issues at We also develop solutions for smart Telenor Group. Sustainability in Telenor Group 7 Message from Chairperson of the Board Ethics & Sustainability Committee Liselott Kilaas Deputy Chairperson of the Telenor Group Board of Directors and Chairperson of the Board Ethics and Sustainability Committee In 2011, a new Ethics and Group to develop a portfolio Sustainability Committee of the of initiatives called ‘Enable’. Telenor Board of Directors was These initiatives are all about set up. In this way we continue to applying communications develop the strong commitment technology in innovative ways of the Board to oversee and assess to reach new beneficiaries, with the sustainability of activities a special focus on vulnerable across Telenor Group. The new and underserved groups. Committee has a wider scope than the now discontinued Health, During 2011, Telenor Group field Safety, Security and Environment inspectors made 2,397 inspections Committee. This reflects a growing of suppliers and business partners. recognition that the business These inspections were made to sector plays an increasingly assess the suppliers’ performance important role in building the against commitments they have societies of the future. It is also made to our comprehensive recognition of the fact that we Supplier Conduct Principles. The are witnessing increased interest high number of field inspections in sustainable business among underscores Telenor Group’s Telenor Group stakeholders in commitment to strive to uphold all our markets. basic rights and improve working conditions for the many people Sustainability is also about employed by our suppliers. The maximising Telenor Group’s same level of activity is planned capacity to deliver value for for 2012. the communities in which we operate. Mobile phones and Decent work and respect for human internet connectivity offer rich rights and the environment remain opportunities for improving lives. crucial to Telenor Group’s success as This insight has
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