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 ................................................................................................................... 5 The Report .................................................................................................................................................. 6 Reading this Report .................................................................................................................................................. 6 Drawing up this report .............................................................................................................................................. 8 About us .................................................................................................................................................... 11 Hera today............................................................................................................................................................... 11 History .................................................................................................................................................................... 11 Services managed ................................................................................................................................................... 12 Mission and Values................................................................................................................................................. 13 Managing sustainability.......................................................................................................................................... 14 The instruments of governance............................................................................................................................... 21 Governing Corporate Social Responsibility............................................................................................................ 28 Dialogue with stakeholders...................................................................................................................... 35 Hera’s stakeholders................................................................................................................................................. 35 Dialogue and involvement initiatives ..................................................................................................................... 36 Dialogue on the Sustainability Report .................................................................................................................... 38 Results and Value Added......................................................................................................................... 40 Operating results..................................................................................................................................................... 40 Allocation of value added ....................................................................................................................................... 46 Workforce ................................................................................................................................................. 50 Objectives and performance ................................................................................................................................... 50 Breakdown.............................................................................................................................................................. 51 Turnover ................................................................................................................................................................. 54 Diversity and equal opportunities ........................................................................................................................... 57 Training and professional development.................................................................................................................. 60 Pay, salaries and bonuses........................................................................................................................................ 65 Health and safety .................................................................................................................................................... 69 Industrial relations .................................................................................................................................................. 72 Internal communication .......................................................................................................................................... 74 Cultural associations............................................................................................................................................... 76 Internal climate survey............................................................................................................................................ 76 Others dialogue and envolvement inititatives ......................................................................................................... 81 Customers ................................................................................................................................................. 83 Objectives and performance ................................................................................................................................... 83 Breakdown.............................................................................................................................................................. 84 Tariffs and billing ................................................................................................................................................... 86 Service quality ........................................................................................................................................................ 97 Quality of drinking water........................................................................................................................................ 99 Service security and continuity............................................................................................................................. 103 Customer relations................................................................................................................................................ 109 Customer satisfaction survey ................................................................................................................................ 114 Other customer listening, dialogue and involvement initiatives ........................................................................... 117 Shareholders ........................................................................................................................................... 119 Objectives and performance ................................................................................................................................. 119 Breakdown............................................................................................................................................................ 119 Corporate Governance and safeguards for shareholders....................................................................................... 122 Distribution of dividends ...................................................................................................................................... 123 Stock exchange share performance....................................................................................................................... 123 Relations with investors and financial analysts..................................................................................................... 125 Financial Institutions ............................................................................................................................. 127 Suppliers.................................................................................................................................................. 130 Objectives and performance ................................................................................................................................. 130 Breakdown............................................................................................................................................................ 131 Operations within local communities.................................................................................................................... 133 Qualification and selection of suppliers................................................................................................................ 135 Contract management ........................................................................................................................................... 139 Supplier relations.................................................................................................................................................. 141 Public Administration............................................................................................................................ 143 Breakdown...........................................................................................................................................................
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