Building a Brilliant Digital Future
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Building a brilliant digital future Rogers Communication Inc. 2016 Corporate Social Responsibility Report At Rogers, being a good corporate citizen is at the very heart of our business. It was a value adopted by our founder, Ted Rogers, and continues to be lived by the company today. Contents 3 About this Report 37 Employee experience 5 External assurance statement 38 Talent management 9 A message from our President & CEO 44 Inclusion and diversity 47 Employee health, safety and wellness 10 CSR at Rogers 12 Vision and values 51 Environmental responsibility 13 Corporate strategy and CSR 53 Energy use and climate change 13 Stakeholder engagement 59 Paper reduction 15 Our material topics 61 Waste and recycling 16 Operating environment and boundary 17 Our progress and targets 66 Community investment 67 Digital inclusion 19 Good governance 70 Community giving 20 Governance and ethics 75 Economy and society 24 Customer experience 76 Economic performance 25 Customer service and transparency 82 Supply chain management 28 Network leadership and innovation 85 Public policy 31 Product responsibility 34 Customer privacy Rogers Communications Inc. 2016 Corporate Social Responsibility Report | 2 About this Report Rogers is a leading diversified Canadian communications We, us, our, Rogers, Rogers Communications, and the and media company that’s working to deliver a great Company refer to Rogers Communications Inc. and experience to our customers every day. We are Canada’s our subsidiaries. RCI refers to the legal entity Rogers largest provider of wireless communications services and Communications Inc., not including our subsidiaries. one of Canada’s leading providers of cable television, Rogers also holds interests in various investments and high-speed Internet, information technology, and ventures. telephony services to consumers and businesses. Through Rogers Media, we are engaged in radio and television This Rogers Corporate Social Responsibility (CSR) Report broadcasting, sports, televised and online shopping, communicates our social, environmental, and economic magazines, and digital media. performance in Canada for the 2016 calendar year, focusing on what matters most to our stakeholders. Rogers Communications Inc. 2016 Corporate Social Responsibility Report | 3 as well as links to policies related to our material topics. Here, stakeholders can dig deeper on topics of interest, access a Glossary of Terms used throughout our Report, read featured stories, download past CSR Reports and more. GRI compliance To guide our CSR reporting, we have used the GRI’s G4 Sustainability Reporting Guidelines. We self-declare that our 2016 CSR Report has been prepared in accordance with the G4 core reporting requirements. Download our CSR reporting approach 2016 GRI Index. To meet the information needs of our diverse stakeholders, we report on our CSR activities in three Data measurement ways: We have a CSR team that is responsible for the collection and presentation of information provided in this Report. CSR Report: This year-in-review highlights our CSR work Every effort was made to ensure that all content is for 2016 and the progress we’ve made in addressing our accurate and has been authenticated by internal subject top material topics identified through our stakeholder experts and reviewed by management. All currency is in Symbol key engagement exercise. The CSR Report is available online Canadian dollars unless otherwise stated. All information Assurance as a downloadable PDF. is as of December 31, 2016 unless otherwise indicated. Data assured by KPMG in 2016 Global Reporting Initiative (GRI): Our GRI Index, available External assurance online separately as a downloadable PDF, allows Help us improve For the fifth consecutive year, Rogers engaged KPMG stakeholders to easily locate information about how we We encourage your ideas and LLP (KPMG) to provide limited assurance over selected are addressing topics and requirements contained in the information contained in the CSR Report, in addition to comments to help us improve GRI G4 Sustainability Reporting Guidelines. the audit of Rogers’ consolidated financial statements. our reporting. KPMG’s 2016 assurance report on selected performance About Rogers website: The Impact and Responsibility Email us at [email protected] indicators is on page 5 of this Report, and KPMG’s audit pages on Rogers’ website (rogers.com/csr) contain high- report on Rogers 2016 consolidated financial statements level information on our programs and performance is on page 99 of Rogers’ 2016 Annual Report. Rogers Communications Inc. 2016 Corporate Social Responsibility Report | 4 External assurance statement Independent Limited Assurance Report to Selected Indicators and Applicable Criteria Rogers Communications Inc. The scope of our limited assurance engagement, as agreed with management, comprises the following We have been engaged by the management of Rogers Selected Corporate Social Responsibility (CSR) Indicators Communications Inc. (Rogers) to undertake a limited and Selected Greenhouse Gas (GHG) Indicators assurance engagement, in respect of the year ended (collectively, the “Selected Indicators”). December 31, 2016, on certain quantitative performance information disclosed in the 2016 Corporate Social Responsibility Report (the Report) as described below. Selected CSR Indicators Governance • Percentage of employees trained in Business Conduct Policy • Aboriginal employees overall and in senior manager roles (%) (%) • Lost-time incident rate Customers Environment • Customer retention – prepaid and postpaid wireless monthly • Direct and indirect energy use (GJ) churn rate (%) • Customers who receive electronic bills (%) • Complaints reported to Rogers Office of the Ombudsman • Paper consumption (tonnes) (number) • Complaints resolved by Rogers Office of the Ombudsman Community within 60 days (%) • Community investment - cash ($) • Complaints accepted by the Commissioner for Complaints for • Community investment - in-kind ($) Telecommunications Services (number) • Pre-tax profits donated to charities and non-profit organizations (%) • Devices collected and processed for reuse and recycling • Volunteer hours (number) (number) • Employees who volunteer through Rogers Employee Volunteer • Capital expenditures ($) Program (number) Employees Economomy & Society • Employee engagement score (%) • Economic value distributed ($) • Participation rate in the employee engagement survey (%) • Income taxes paid ($) • Voluntary turnover rate (%) • Political donations ($) • Visible minority employees overall and in senior manager roles (%) Select GHG Indicators • Persons with disabilities overall and in manager roles (%) Scope 1 and Scope 2 GHG emissions (tonnes CO e) • Women employees overall and in senior manager roles (%) 2 Rogers Communications Inc. 2016 Corporate Social Responsibility Report | 5 The Selected Indicators, contained within the Report of stakeholders and material issues, and for establishing and denoted by the symbol, have been determined by and maintaining appropriate performance management management on the basis of Rogers’ assessment of the and internal control systems from which the reported material issues contributing to Rogers’ CSR and GHG performance information is derived. Management has performance and most relevant to their stakeholders. chosen to prepare the Report in accordance with the Global Reporting Initiative’s G4 Sustainability Reporting There are no mandatory requirements for the preparation, Guidelines. Information on management’s approach to publication or review of CSR performance metrics. As CSR reporting can be found in the section “About this such, Rogers applies its own internal reporting guidelines Report” on page 3 and 4 of the Report. and definitions for CSR reporting in preparing the Selected CSR Indicators which are in the Glossary of Our responsibility Terms online. Our responsibility in relation to the Selected Indicators is to perform a limited assurance engagement and to The Selected GHG Indicators contained within the Report express a conclusion based on the work performed. have been prepared by management in accordance with We conducted our engagement in accordance with the accounting requirements of the World Resources International Standard on Assurance Engagements Institute/World Business Council for Sustainable (ISAE) 3000 (Revised) Assurance Engagements Other Development Greenhouse Gas Protocol (the GHG than Audits or Reviews of Historical Financial Information, Protocol). issued by the International Auditing and Assurance Standards Board, and ISO 14064-Part 3 Specification Management’s responsibilities with Guidance for the Validation and Verification Management is responsible for the preparation and of Greenhouse Gas Assertions. ISAE 3000 and ISO presentation of the Selected Indicators in accordance 14064-3 require that we comply with applicable ethical with Rogers’ internal reporting guidelines and definitions requirements, including the International Standard on for CSR reporting for the Selected CSR Indicators and that Quality Control 1. the Selected GHG Indicators are prepared and presented in accordance with the accounting requirements of Assurance approach the GHG Protocol, current as at the date of our report. We planned and performed our work to obtain all the Management is also responsible for determining Rogers’ evidence, information and explanations we considered objectives in respect of sustainable development necessary in order to form our conclusions