Corporate Social Responsibility 2013 complete report Corporate Social Responsibility complete report 2013 / Orange 2013 Corporate Social Responsibility contents editorial 4 vision and strategy 6 detailed CSR Report 8 1 CSR approach 9 1.1. our action priorities for 2014-2016 9 1.2. responsible governance 11 1.3. a process fuelled by dialogue 19 1.4. responsible purchasing policy 25 2 employees 33 2.1. establishing bonds between social performance and economic performance 33 2.2. building the Group’s future 39 2.3. promoting workplace diversity 43 3 customer support 47 3.1. becoming the customers’ choice 47 3.2. communicating with peace of mind 53 3.3. supporting families in the safe and responsible use of new technologies 57 4 society 61 4.1. combating the digital divide 61 4.2. supporting local development 69 4.3. responding to concerns about radio waves 75 5 environment 79 5.1. an ambitious environmental policy 79 5.2. combating climate change 81 5.3. optimising equipment life cycle and end-of-life 91 5.4. protecting biodiversity and rare resources 97 appendices 100 about this report 100 external opinion 104 environmental data 108 social data 116 Corporate Social Responsibility complete report 2013 / Orange 1 2013 Corporate Social Responsibility benchmarks 236 7,000 sales outlets millions customers 165,000 in 30 employees countries (1) more than 1.5 million used mobiles collected in 2013 in Europe 450,000 km of submarine cables 1,503,945 metric tons of CO2 emissions by the Group in 2013 (1) Non-Orange Business Services 2 Corporate Social Responsibility complete report 2013 / Orange 2013 Corporate Social Responsibility our presence worlwide enterprise business 220 countries and territories consumer / enterprise business 30 countries Armenia France Luxembourg Uganda UK Belgium Guinea-Bissau Madagascar Poland Senegal Botswana Guinea-Conakry Mali Central African Slovakia Republic Cameroon Equatorial Guinea Morocco Tunisia Democratic Côte d’Ivoire Iraq Mauritius Republic Egypt Jordan Moldova of Congo Spain Kenya Niger Romania 2013 revenue CO2 emissions by country Number of employees by region €41 billion 9.8% 7.0% 1.2% revenue Spain Orange Business Services rest of the world 20.95% 5.4% 7.4% France Europe Poland 9.5% Africa Middle 46.8% 44.99% East Asia France rest of the world 5% Spain 18.1% rest of the world 12.4% Poland 62.1% France 2.4% 29.06% Spain 14.9% Poland International Carriers 3% Enterprise and Shared Services Business Corporate Social Responsibility complete report 2013 / Orange 3 editorial Corporate Social Responsibility Orange, a committed operator by Stéphane Richard Chairman & Chief Executive Offi cer of Orange The digital revolution has totally transformed our lives. It has changed our modes of production and trade; it has changed our approach to work and knowledge, our ways of communicating and our relationships with others. It naturally raises expectations and hopes, as well as concerns and worries. Even so, I have a strong conviction: that digital technology is a tremendous tool for economic and social development and a real innovation catalyst, which must be available to everyone and put at everyone's service. For Orange, as an international company, operating in over 30 countries, there is a signifi cant role to play: that of putting In addition to providing access, by defi nition a means, we digital technology at the service of society. I would like this develop and deploy appropriate solutions in areas such ambition to become the backbone of our commitment as a as health, education, agriculture, and payment services . In socially responsible company. Africa and the Middle East, Orange Money currently provides To start, this commitment requires responsibility and exemplary access to banking services for over 9 million users. Likewise, behaviour in the conduct of all our activities, with respect to specifi c applications for agriculture (remote control of irrigation, all our stakeholders: customers, suppliers, employees and information on market prices, etc.) and health (detection of fake civil society. For our customers, we consider our role to be medicines, online consultations, prevention of epidemics, etc.) their guide in the digital world. Orange is the operator which are real drivers of economic and social development. helps them protect their personal data and private lives, which Our commitment is also to support digital talent which primarily supports families' safe use of digital resources which enables relies on the daily involvement of the Group's teams. If we further thoughts on technology impacts within an open naturally support specialized schools we most importantly offer discussion platform named Digital Society Forum . We have also internships to over 5,000 students, and our employees are adopted an ambitious approach to reduce the impact of our involved in tutoring. Similarly, everyone's commitment is what activities on the environment, principally by reducing our energy makes our Open Innovation process meaningful. By cultivating consumption and our carbon footprint, recycling equipment, the sharing of information and know-how, and by developing in particular mobile phones, and designing eco-friendly strong partnerships with other companies, we contribute to the products and services. As well, we offer innovative solutions development of the digital ecosystem. To achieve this, we have to help customers, companies and territories in their ecological set up start-up accelerators, linked directly with our Orange transition. Labs in Paris, San Francisco, Tokyo and Warsaw, as well as Our mission as a committed operator – ensuring that the digital Dakar and more recently Niamey. revolution benefi ts everyone – builds on from that requirement . Lastly, we are convinced that with digital tools, new socially W e are waging this battle on three fronts: access to digital tools, responsible economic models are now emerging, so we support the deployment of innovative digital services which are vectors initiatives which help speed up this transformation. For example, of progress, and support for talents and their projects in the in France we have formed a partnership with La Ruche, a digital fi eld. business incubator dedicated to social entrepreneurship. So , to reduce the “digital divide”, we invest so that everyone Accelerating the spread of the digital revolution and supporting can have access to the best possible network, even in the most innovation to promote economic, social and environmental remote areas: in France, this means 4G for already 50% of the progress – such is my ambition for Orange, a committed, population and the coverage of “dead zones” ; in Africa, this socially responsible operator. means 3G, solar sites and community phones. 4 Corporate Social Responsibility complete report 2013 / Orange editorial Corporate Social Responsibility CSR, a driver of progress and innovation by Muriel Pénicaud For the past three years, I've been a member of the Board of Directors of Orange, and Chairman of the Governance and Corporate Social Responsibility Committee tasked with informing the Board and assisting it in its decisions. This privileged position enables me to observe the company's long-term approach to corporate social and environmental criteria, as well as verify and reinforce their effective integration in its strategy. What I see at Orange is very encouraging. CSR is not new to the company. Ingrained in the DNA of Orange, whose prime mission is to create links between people, the operator's corporate social responsibility rests on its commitment to put digital technologies at the service of populations and territories. General Manager of Danone Human Resources and member This position is further supported by the company's history, its of the Executive Committee of Danone until end-2013, human resources and its exceptional network across regions currently Chairman of the National Economy Education and countries – in France, in other European countries, in Africa Board and Chairman of the Board of Directors of the Danone and in the Middle East. It is upheld by the everyday commitment Ecosystem Fund, Muriel Pénicaud is an independent director of Orange employees and by the numerous initiatives of the at Orange. In this capacity, she chairs the Governance and Orange Foundation. Corporate Social Responsibility Committee. However, despite or due to the many initiatives conducted in numerous CSR aspects, Orange has long abstained from publicising its achievements! Yet, highlighting CSR initiatives is model through recycling or second-hand sale. Tomorrow's essential to enable the largest number of people, both inside social, technological and environmental performance will be and outside the company, to understand their meaning and inseparable from economic performance. share their results – a prerequisite to move on to the next step. Indeed, the appropriation, involvement, exchange and pride In all countries where the Group operates – each with its of stakeholders (employees, customers, suppliers, territories, own degree of priorities – clear, coordinated initiatives are etc.) is part and parcel of the CSR endeavour. Orange has undertaken in these areas, which have business implications understood the importance of this matter and has decided for the operator, as well as social implications for the countries to structure its CSR approach in order to better coordinate in which it operates. Orange has understood that these two initiatives, previously seen as diffuse, and thereby greatly aspects need to be tackled together and coordinated within the amplify their effects. framework of a corporate strategy using CSR as a link between business and society, which enhances the social value of the The other encouraging and promising CSR development Orange brand. at Orange is the growing integration of this approach in the Group's strategy. As defi ned by Stéphane Richard with the support of the Board of Directors, Orange's strategy rests on a vision of innovation While there is still a long way to go, I think that Orange is on open to all stakeholders: customers, employees, scientists, the right track.