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Connecting People. Touching Lives Connecting People. Touching Lives. Singapore Telecommunications Limited Sustainability Report 2012 1 01 About SingTel 01 07 Measuring our environmental impact 37 Manage wastes and hazardous materials responsibly 37 02 About this report 03 Manage efficient energy consumption 41 Reduce impact on climate change and GHG emissions 44 03 Message from Group CEO 05 Conserve and manage water usage 45 04 Sustainability at SingTel 07 08 Touching lives, Bridging communities 47 Managing sustainability at SingTel 07 Support community development 48 Materiality review 08 Activate employee volunteerism 52 Engaging our stakeholders 08 Engage future leaders 53 05 Leading the market, 09 09 GRI Index Table 55 Sustaining business growth Innovate for sustainable business growth 11 10 UN Global Compact Principles 65 Pursue proactive market leadership 12 Embrace responsible business practices 13 Build customer loyalty and satisfaction 20 06 Powering up our people 25 Build a winning team 27 Attract and nurture talent 29 Enhance employee well-being 32 Table of Contents FY2012 Highlights PEOPLE Attained the bizSAFE Enterprise Level 3 certification Successfully concluded the Collective Agreement 2012 with the Union of MARKETPLACE Telecoms Employees of Singapore COMMUNITY (UTES) for the period First in Asia to voluntarily disclose 1 Jan 2012 - 31 Dec 2014 Raised a record high of S$2.6 million the average speeds of our mobile broadband for the SingTel Touching Lives Fund services to help consumers make informed choices Over 20,000 volunteering hours contributed towards community and Launched TGIS (Thank Goodness It’s SingTel!), environmental causes, a 150% increase a made-for-web lifestyle TV series on YouTube from the previous year to give a fresh perspective on the latest ENVIRONMENT consumer technologies and gadgets as part Embarked on an exercise to measure of our digital engagement programme and monitor our carbon footprint Collaborated with GSMA on its Mobile Energy Efficiency Benchmarking initiative to drive energy cost savings and reduce greenhouse gas emissions in our network operations 01 About SingTel Singapore Telecommunications Limited (SingTel) is Asia's leading communications group providing a portfolio of services including voice and data solutions over fixed, wireless and Internet platforms as well as infocomm technology and pay TV. The Group has presence in Asia and Africa with 445 million mobile customers in 26 countries, including Bangladesh, India, Indonesia, Pakistan, the Philippines and Thailand. We also have a vast network of offices throughout Asia Pacific, Europe and the United States. SingTel is listed on both the Singapore Exchange (SGX) and the Australian Securities Exchange (ASX). We employ about 23,500 people worldwide, with about 13,500 employees in Singapore and 10,000 in Australia. Overview of SingTel’s Business Operations SingTel’s Singapore business* Market leader in Singapore Biggest mobile operator with 3.58 million customers and 45.9% market share Leading broadband operator with 545,000 customers and 45.3% market share Biggest fixed-line operator with1.69 million telephone lines, representing 83.8% market share Fast-growing IPTV service provider with 368,000 customers Largest professional IT service provider in Singapore with 20% market share Leading satellite service provider with four satellite teleports * As at 31 March 2012 1 Singapore Telecommunications Limited Sustainability Report 2012 SingTel’s Financial Performance FY2012 For the full year ended 31 March 2012, the Group’s revenue increased For the full year, Optus saw a 0.9% increase in operating revenue 4.2% to S$18.83 billion and net profit increased 4.3% to S$3.99 billion. to A$9.37 billion while EBITDA grew 1.0% from revenue growth The Group’s free cash flow was S$3.46 billion, which was 14% lower and prudent cost management. Net profit increased 1.5% due to higher capital expenditure and special dividends received from to A$787 million. AIS a year ago. Cash flows from the Singapore business was S$1.17 billion. The Group’s share of pre-tax ordinary profit from the regional mobile associates declined 6.2% to S$1.9 billion on weaker regional currencies and higher fair value losses. The Group and our regional Revenue from SingTel Singapore grew 2.3% to S$6.6 billion. Our mobile mobile associates continued to register strong customer growth services continued to be a key driver with revenue growth of 7.3% to and had 445 million mobile customers as at 31 March 2012, a 10.7% S$1.92 billion, driven by strong postpaid customer acquisitions. EBITDA increase from a year ago. was stable at S$2.24 billion, reflecting investments in mio TV content and higher mobile customer connections. Net profit rose 19.4% to SingTel has a strong track record of cash returns to shareholders. The S$1.57 billion after including the exceptional tax credit on transfer of ordinary dividends paid and proposed in respect of the financial year assets to an associate. ended 31 March 2012 represent 68% of underlying net profit. Our total shareholder payout is S$27 billion over the last 10 years or 76% of earnings over the same period. Key financial highlights Group (S$m) Growth (%) Singapore (S$m) Growth (%) Revenue 18,825 4.2 6,551 2.3 Retained earnings 24,434 (0.5) N.A. N.A. Net profit 3,989 4.3 1,572 19.4 Operating costs 11,397 4.7 3,474 3.1 (excluding staff costs) * The final ordinary dividend in respect of the financial year ended 31 March 2012 totalling approximately S$1.4 billion as Staff costs 2,313 5.3 985 9.3 proposed by the Directors are subject to approval at the Annual General Meeting in July 2012 ** Due to a special dividend of approximately S$1.6 billion in the Dividends to shareholders 2,518* (38.7)** N.A. N.A. previous year *** Due to an exceptional tax credit of S$270 million on the Tax expense 978 (16.4) (183)*** N.M. increase in value of assets transferred to an associate N.A. denotes Not Available, N.M. denotes Not Meaningful Singapore Telecommunications Limited Sustainability Report 2012 2 02 About this report This is SingTel’s third annual Sustainability Report and was This report includes the results of a carbon footprinting published in June 2012. It presents and discusses aspects exercise and has significantly expanded the range of data of our sustainability strategies, policies and performance presented. This is also the first time that our report has been relating to environmental, social, governance and economic subject to an assurance process by an external third party. issues. It also charts the developments and progress of our ongoing sustainability journey. Reporting period SingTel has identified a framework with four key focus This report relates to our sustainability performance during areas which our sustainability strategy and report the financial year 1 April 2011 to 31 March 2012 (FY2012). are based upon: Marketplace, People, Environment The last report produced was for the preceding financial and Community. year. The report is available in a fully integrated web version and as a downloadable Portable Document Format (PDF) file. GRI guidelines This report follows the Global Reporting Initiative’s (GRI) Scope reporting guidelines version 3.1. We have also used aspects of the pilot version of GRI’s Telecommunications Sector The information contained in SingTel’s 2012 Sustainability Supplement. It meets the requirements of a GRI Level B+ Report covers the sustainability practices and initiatives report having been subject to an application level check by of SingTel Group’s business in Singapore where it is the GRI and an external assurance process. headquartered. All data, statistics and improvement targets refer to these operations unless otherwise stated. For more information on the GRI guidelines please visit www.globalreporting.org. In Singapore, our 100% owned subsidiaries include NCS Pte Ltd, SingTel Mobile, SingNet, SingTel Digital Media and SingTel Innov8. Our wholly-owned subsidiary, Optus, Feedback operates in Australia and has been producing its own We are fully committed to listening to our stakeholders and Corporate Responsibility Report since 2000. These reports we welcome feedback on this report and any aspect of our are available online at www.optus.com.au. sustainability performance. Please address all feedback to Deputy Director, Group CSR, at [email protected]. 3 Singapore Telecommunications Limited Sustainability Report 2012 Singapore Telecommunications Limited Sustainability Report 2012 4 03 Message from Group CEO Connecting People. Touching Lives. In a bold move to ensure SingTel’s sustained growth and pursuit of innovation in this fast-paced, highly competitive digital age, we are rolling out a new organisation structure to better align ourselves with our customers. The new structure in the coming financial year will enable us to quickly realise the potential of our scale advantage by developing services that are relevant and attractive to our customers across Asia Pacific and beyond. While we sharpen our focus on maintaining our market leadership position and delivering strong financial returns to our shareholders, we remain committed to being an employer of choice, supporting community development and managing our environmental footprint. Throughout the year, we have implemented numerous initiatives and programmes to help us attain these goals. Most of the targets set for FY2012 have been achieved and the results are presented here in SingTel’s third annual Sustainability Report. This is also our first report that has undergone an assurance process with an external independent party. I am pleased that our efforts to be a responsible company are recognised by, for example, Corporate Governance Asia: Asian Excellence Awards for Best CSR and Best Environmental Responsibility. And for the second year running, SingTel is the only Asian telco to be included among the ‘World’s Most Ethical Companies’ by US-based think-tank Ethisphere Institute for our strong governance approach and practices.
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