We replaced/ enriched the central median of the motorway with 7,000 plants and we recycled tons of waste We made prompt and 77.51 coordinated interventions in 15,000 We trained incidents on the motorway 60% of our employees CORPORATE SOCIAL RESPONSIBILITY REPORT
1,200 We fully undertook students the cost of the toll cards for the and 400 teachers of Larissa Prefecture DISABLED participated in our action “Promoting the correct We fully restored the Biological road behavior, investing Treatment System in in road safety” Skopelos, whilst we maintained, repaired, and procured with new equipment the Health Center in Skopelos.
CORPORATE SOCIAL RESPONSIBILITY REPORT | GRI Table 87 Our Commitments: 1 To develop a healthy and safe working environment where all Employees are offered equal opportunities irrespective of their gender, age, nationality, 5 body ability, religion etc.
To develop corporate social responsibility and contribution mentality through group activities of environmental 2 or social nature To develop communication channels between all, irrespective of their hierarchy level.
To develop teamwork and enhance social status of our employees via social events and training sessions especially To detect, identify designed to this effect and resolve problems regarding overtime, discrimination, harassment or any other kind of intervention against Workers which may constitute an offence 4 to their personality 3
86 AEGEAN MOTORWAY SA CORPORATE SOCIAL RESPONSIBILITY REPORT Contents
1. CEO’s Message 4
CSR Specialist’s Message 6 2. Regarding the Corporate Social Responsibility Report 7
Purpose 7 Areas and period covered by the Report 7 Implementation of the Global Reporting Initiative (GRI) 7 Contact 7 3. Aegean Motorway 9
Site & Registered seat 9 Operation 11 Financial Statements 12
Our Vision 12 Our Commitments 13 Our Policies 13 Our Certifications 13 4. Corporate Governance 16
Contractual Framework and Related Parties 18 Participation in Associations, Agencies and Organisations 18 5. Responsible Communication with the Stakeholders 21 6. Process for Identifying Material Aspects 25
Methodology 25 Our material Aspects 26 7. Our Employees 29
Employee Benefits 31 Corporate and other Events 32 Employee Training and Development 33 Occupational Health and Safety 34 8. Our Contribution to the Greek Society 37
Responsible Management for better Safety 38 Traffic Regulations with Responsibility 39 Incidents & Action Plans 42 Contribution to the Safety of Customers/ Motorway Users 42
Collection of Immobilized Vehicles 43 Users’ Safety is our Top Priority 44 Rockfall protection measures at Tembi Valley 46 Customers/Users’ Health and Safety in coordination with the Local Authorities and Agencies 47 Responsible Information to Motorway Users and Local Communities 47 9. Our Contribution to the Local Community 49 10. Our Contribution to the Protection and Preservation of the Environment 55
Noise Management 56 Natural Restoration of the Vegetation 56 Landscaping 57
Participation in Environmental Conferences 57 Our Carbon Footprint and Actions for its Reduction 58 Management of our Waste 62 Our Water Footprint 63 Protection of Animals on the Motorway 63
11. Responsible Service to Customers and Suppliers 65
Serving our Customers / Motorway Users 65 Customer / Motorway User Services 66 Customer Service Points (CSP) 68 Customer Service Line / Call Center 68 Electronic Communication with Customers (email) 69 “My easy way” Online Account Information and Management Platform 70 Services for Professional Users 70 Emphasis on Customer Service Quality 71 Eway Customer Satisfaction Surveys 71 Customer Grievance Mechanism 72 Company Policy on facilitating Disabled Badge Holders at the toll stations 72 LOCAL Discount programs 72 Protection of Customers’ Personal Data 73 Our Supply Chain 73 12. Future objectives 76 13. Boundaries and limitations of material Aspects 78 14. GRI Index 80 1 CEO’s Message
Corporate Social Responsibility (CSR) constitutes one of the founding principles of Aegean Motorway. All our key Activities since the establishment of the company have been constructed and put in operation on the basis of CSR. Profitability and Social Accountability constitute parallel Processes of our business practice towards our Vision and Mission.
The Management of the Company is firmly orientated towards identifying the needs and detecting the expectations of the wider Social Environment, in which it operates. Particular emphasis is given to Employees, Permanent Contractors and Suppliers, local Agencies, Municipalities and Regions, as well as the wider Environment the Motorway crosses, the Shareholders and the State.
The main scope of the Company is the constant upgrade of road safety, which we promote via focused interventions and actions for our employees and the wider society. One of the key elements of our corporate philosophy is to ensure that drivers on the Motorway are satisfied with the services provided by Aegean Motorway. Of course, there are more to do, however we are confident we are moving in the right direction having developed and installed integrated management systems, including – among others - services quality management and motorway safety management systems. These Systems ensure high quality of services and, in combination with patrols and maintenance services, provide added value to Road Safety.
4 AEGEAN MOTORWAY SA Another matter of crucial importance for us is Even though 2015 was a year full of the development of a healthy and safe working financial uncertainty and social tension, we environment for our employees. For this successfully responded to business challenges purpose, we have installed a human resources and achieved our goals for sustainable management system and an occupational development. health and safety system via which we promote This issue - which constitutes our first ever equality for all Employees irrespective of effort – provides in-depth information on our gender, age, nationality, body ability or religion. actions so that all stakeholders have a clear Another strategic parameter of Aegean picture of our activity in whole as regards Motorway is environmental management. Corporate Social Responsibility. An essential goal of ours is to operate above and beyond the environmental legislation as Dimitrios Gatsonis regards the preservation and protection of Chief Executive Officer the natural environment. We conducted noise measurements, reviewed the effectiveness of the rockfall protection measures at Tembi Valley and calculated for the first time the gas emissions from our activities.
As regards society, we offered support to schools and socially vulnerable social groups; we sponsored student events and conferences; we restored problems in Skopelos - an island tested by never-seen-before extreme weather conditions; we raised awareness on road safety in the areas we are active in; we welcomed university students in our project.
Recently, Corporate Social Responsibility (CSR) and Sustainable Development have become matters of great significance. We included them in the corporate strategy of Aegean Motorway primarily because they benefit societies in the area the company is active in, as well as all stakeholders.
CORPORATE SOCIAL RESPONSIBILITY REPORT | Message 5 CSR Specialist’s Message
Since the day Aegean Motorway SA was established, all of us have been working with the aim of constantly improving its services, an integral part of which is sustainable development.
By basing our actions on human values, applying processes for the continuing development of our personnel, giving the proper attention to the protection of the environment and the preservation of the ecosystem, and furthermore, by taking into account the needs of the local societies that the motorway crosses, we put in place the proper conditions for its operation and use.
Irene Zavridou Corporate Communications & CSR Manager
6 AEGEAN MOTORWAY SA 2 Regarding the Corporate Social Responsibility Report
Purpose Implementation of the Global The purpose of the CSR Report is to inform all Reporting Initiative (GRI) stakeholders in a comprehensive manner. This first CSR Report by Aegean Motorway is based on the guidelines of the Global Areas and period Reporting Initiative (GRI) and more particularly, the new version G4 (In Accordance - Core); covered by the Report these guidelines are internationally recognized The present Report is the first attempt by and are the most demanding of their kind. Aegean Motorway SA to put on paper its strategy and annual activities as regards Contact Corporate Social Responsibility matters (reference period 1.1.2015 - 31.12.2015). For clarifications regarding the 2015 Corporate Social Responsibility Report, please contact The Report presents our commitments to the the Corporate Communications & CSR principles and strategy of the Corporate Social Department, T: 2410 680300, Responsibility. e-mail: [email protected]
CORPORATE SOCIAL RESPONSIBILITY REPORT | Regarding the CSR Report 7 3 Aegean Motorway
Aegean Motorway Concession Company for PATHE Motorway, Maliakos – Kleidi section was established on 12 June 2007 in Larissa, Greece. The exclusive purpose of the Company is to carry out the design, construction, financing, operation, maintenance and exploitation of the Maliakos - Kleidi Motorway (from Raches I/C to Kleidi I/C) along with all supplementary works and relevant activities.
More particularly, the Project Aegean newer Agreement that was ratified by virtue of L Motorway has undertaken consists of: 4219/2013.
■■ The reconstruction and update of the existing motorway extending over 230 Site & Registered Seat km from Raches, Fthiotida Prefecture to Kleidi, Imathia Prefecture Aegean Motorway has its registered seat in ■■ The construction of a new motorway Larissa (Larissa, Post Code 41222). It however section of 25 km from Evangelismos - maintains sites across the length of the Larissa Prefecture to Skotina - Pieria motorway at the following locations: Prefecture, which includes amongst other ■■ Pelasgia Toll Station 3 twin tunnels, 20 bridges and structures (+2 Ramp Toll Stations) ■■ The construction and operation of 5 ■■ Drymonas Operation & new Motorists Service Stations (MSS), Maintenance Centers ■■ The construction of 3 new interchanges, ■■ Main offices at Moschochori the Northern Katerini I/C, the ■ Korinos I/C and the Aiginio I/C ■ Moschochori Operation & Maintenance Centre ■■ The operation of the motorway ■■ Moschochori Motorway for 30 years via a fully equipped Management Centre Management Centre and lastly, ■■ Moschochori Toll Station ■■ The maintenance of the motorway and the Old National Road - from Evangelismos, ■■ Makrychori Toll Station Larrisa Prefecture to Skotina, Pieria (+ 3 Ramp Toll Stations) Prefecture for 30 years according to the ■■ Design & Construction international safety specifications. Division at Itea, Larissa Aegean Motorway signed a Concession ■■ Pyrgetos Toll Station Agreement with the State, ratified by L 3605/2007. ■■ Leptokarya Operation & However, whilst the Concession Project was in Maintenance Centre progress, and in order for matters preventing the ■■ Leptokarya Toll Station implementation of the scope of the Concession (+ 2 Ramp Toll Station) Agreement to be resolved, it became necessary ■■ E/M facilities building of the Katerini C&C for the contractual and financial documents of the Project to be amended. Therefore, the Concession ■■ Kleidi Toll Station Agreement was partially amended based on a ■■ Athens office
CORPORATE SOCIAL RESPONSIBILITY REPORT | Aegean Motorway 9 13 June 2007 28 June 2007 8 August 2007
Concession Agreement Aegean Motorway SA The Concession L 3605/2007 is ratified is established Agreement is signed by the Hellenic Parliament 5 March 2008
20 March 2008 Concession Agreement Commencement Date
Contractual Commencement 8 July 2009 of Operations
Evangelismos MSS – Petrol Station open for business 20 October 2009 17 December 2009
E way is introduced Rockfall incident at Tembi Valley 31 December 2009
Completion of works 8 May 2010 23 March 2010 for the upgrade of the existing motorway
Rockfall Protection 31 May 2011 Works are completed Tunnel T1 breakthorugh and traffic is reinstated 2 Km long at Tembi
Tunnel T2 – the longest tunnel in the Balkans - Breakthough 1 June 2011 11 December 2012 6 Km long
Significant reduction of the works pace Large scale at the New Sections readiness excersise 18 December 2012 due to suspension at Katerini C&C of financing
Commencement 14 August 2013 11 August 2013 of Interoperability
11 December 2013 Commencement Commencement of operation of operation of Skotina MSS of Almyros MSS
Ratification of the Revised Terms of the Concession Agreement 17 December 2013 25 July 2014 L 4219/243
Financial Breakthrough Close for Project Reset of T3 Tunnel 2,7 Km long
10 5 March 2008
For the purpose of better managing the Operation motorway, the Project has been split Aegean Motorway operates throughout the year, geographically and administratively in on a 24/7 basis, providing drivers a high level two Districts, the Northern and Southern of services during their journey. The services we offer are addressed to all drivers using the District respectively. “Maliakos – Kleidi” motorway. In 2015, a total of 31 December 2009 20,690,595 transactions were made of which ■■ The Southern District which extends ■■ 127,667 – 0.62% concern Category from the southern end of the Project 1 vehicles (motorcycles) at Raches up to Evangelismos I/C and ■■ 15,866,401 – 76.68% - concern Category ■■ The Northern District which 2 vehicles (passenger cars) ■■ 1,773,775 – 8.58% - concern extends from Evangelismos I/C to Category 3 vehicles the northern end of the Project at ■■ 2,922,751 – 14.12% - concern Kleidi, Imathia. The Katerini Cut & Category 4 vehicles. Cover and the part of the Old National Of these, 2,767,801 transactions – 13.38% - were Road belong to this district, which electronic. In order to maintain the high level of operation, we provide the following services: will also undertake the new section ■ of the motorway with the three large ■ Traffic management ■■ Identification and management tunnels, currently under construction. of incidents The “Maliakos – Kleidi” section extends ■■ Regular maintenance of the motorway over 230 km, from Raches, Fthiotida ■■ Winter maintenance and snow removal Prefecture to Kleidi, Imathia Prefecture; in ■■ Heavy maintenance ■ other words, it crosses 3 Regions – Sterea ■ Management of Oversize / Overweight Vehicles Ellada, Thessaly, Central Macedonia - 5 ■■ Quality and convenience, Prefectures – Fthiotida, Magnesia, Larissa, fully equipped MSS Pieria, Imathia – and 10 Municipalities - ■■ Complaints Management ■ Stylida, Almyros, Rigas Ferraios, Volos, ■ Facilitation of toll transactions for the Disabled Killeler, Tembi, Dion – Olympus, Katerini, ■■ Electronic and conventional Pydna-Kolindros, Alexandreia. toll collection services
CORPORATE SOCIAL RESPONSIBILITY REPORT | Aegean Motorway 11 Financial Statements
Financial data (amounts in euros) 2015 2014
Turnover 146,164,186.14 168,732,674.77
Operational Cost 135,756,317.79 157,868,219.79
Employee benefits (included in οp. costs) 12,473,299.22 11,128,602.48
The amounts comply with the New Hellenic Accounting Standards.
The Financial Statements of Aegean Motorway Our efforts to ensure the long-term, continuous can be found on the Company’s web page at and constant development of the Company http://www.aegeanmotorway.gr/i-etairia/ and the safeguarding of the interests of our oikonomikes-katastaseis shareholders and social partners depend to a great degree on management’s and employees’ Our Vision compliance with the commonly acceptable
Our vision is to be recognized as the leader in principles and business ethics. our sector. Our founding principle has been The behavior of each one of us and the way we and continues to be respecting our employees work form our corporate culture. This is why we and our customers whilst also caring for the adopted a Code of Organizational Behavior, a social environment. charter that is of our principles and values which
Our mission is to fulfill our responsibilities as sets out the way that the management and our sector leader operating with integrity by: employees ought to conduct themselves in their work environment. ■■ Developing a Healthy and Safe Working Environment that offers The Code of Organizational Behavior is based the same opportunities to all on the basic principle that all employees are Employees irrespective of gender, responsible professionals, acting with honesty age, nationality, body ability, religion and integrity, always undertaking responsibility etc, where Employees’ rights are for their actions. It complements the applicable safeguarded and H&S rules and legislation and is binding for all members regulations are complied with of Aegean Motorway, irrespective of the ■■ Maintaining the infrastructure, department they belong to.
■■ Facilitating transportation, The Management assumes responsibility for ■■ Investing in drivers’ safety, informing all employees, permanent contractors
■■ Contributing to the common good and suppliers accordingly so as to achieve a and the public’s quality of life. common operation framework.
12 AEGEAN MOTORWAY SA Our Commitments ■■ Management of Environmental Impact deriving from its Activities The Company’s Management acknowledges ■■ Management of Risks related the requirements set out by the Greek Law to Security of the Information and the International Standards compliant to and Management of Personal which it certifies its Operations ensuring that Data held by the Company these are fully met. It also sees to the constant ■■ Human Resources Management improvement of the efficiency and efficacy of ■■ Road Traffic Safety Management their application. ■■ Energy Management. Special emphasis has been placed to the The Company aims for the constant improvement development and establishment of internal of the services provided by improving its internal procedures, which focus on the following: processes and strengthening cooperation ■■ The development of Communication between its employees. channels reaching out to the In that view, the company sets out objectives lowest hierarchy level and provides all the necessary resources for ■ ■ The identification, recognition and delivering its visions. management of problems in relation to Overtime, Discrimination, Harassment The final objective is to achieve customer and any other kind of intervention satisfaction not only within the narrow against Workers which may constitute framework of the Quality of the Service an offence to their personality provided but in the broader social context also ■■ The development of team spirit encompassing economy and culture. and the common definition of high objectives through social events and Our Certifications specifically designed training programs The collective effort Aegean Motorway staff ■■ The development of a corporate has made and is still making in order to social responsibility and contribution mentality through establish, implement and constantly improve group activities of environmental the Integrated Management System is or social community nature confirmed and validated by its Certification, a process carried out by an independent The objective is to develop a Healthy and Accredited Certification Agency. Safe Working Environment offering Equal opportunities to all Employees, regardless of Because of the degree of complexity and gender, age, ethnicity, body ability, religion, the extent of the Company’s Activities, the etc. to protect Employees’ rights, to meet Company decided to start with the Initial Health Safety Regulations and to plan, develop Certification of part of the Company, which it and provide social goods to the external achieved in August 2009. environment of the Company. Upon completion of the first three-year period Our Policies of certified implementation of the Integrated Management System, the Certificates were Aegean Motorway, concurrently with the renewed covering all Company operations as commencement of its activities installed follows: an Integrated Management System, which includes: ■■ Occupational Health and Safety Management in compliance with the ■■ Services Quality Management OHSAS 18001:2007 Standard- ■■ Management of Occupational ■■ Aegean Motorway has been certified Health and Safety Hazards since 2009 for its Occupational
CORPORATE SOCIAL RESPONSIBILITY REPORT | Aegean Motorway 13 Health & Safety System as per the ■■ Energy Management as per the ISO OHSAS 18001:2007 Standard. The 50001:2011 Standard - The constant certification concerns the Management development and improvement of Occupational H& S Risks and covers of the operations of Aegean all activities of the Company. Motorway for the fulfilment of its ■■ Environmental Management in compliance objectives lead to the extension of with the ISO 14001:2004 Standard- its Certifications. Therefore in 2015, Aegean Motorway has been certified Aegean Motorway was certified since 2009 for its Environmental for its Energy Management as Management in compliance with per the ISO 50001:2011 Standard. The Certification concerns energy the ISO 14001:2004 Standard.The Certification concerns the Management management of all company activities. of Environmental Impacts produced ■■ The Corporate Social Responsibility from all Activities of the Company. Report, drafted in compliance with ■■ Corporate Social Responsibility as per the Global Reporting Initiative (G4) – In Aegean Motorway, we decided the SA8000:2008 Standard - Aegean to issue our Corporate Responsibility Motorway has been certified since Report by complying with the most 2009 for the Management of its recognized Standard worldwide, the Corporate Social Responsibility as Global Reporting Initiative (GRI) G4. per the SA8000:2008 Standard.The certification concerns the Management of the human resources employed at the Company and covers all its activities. It must be noted that the Company is one of the first 14 companies in the Hellenic area that were certified according to the SA8000:2008 Standard. ■■ Quality Management as per the ISO 9001:2008 Standard - Aegean Motorway has been certified since 2009 for its Quality Management as per the ISO 9001:2008 Standard. The Certification concerns the Management of the Quality of its Services and covers all its Activities. The constant development and improvement of the operations of Aegean Motorway for the fulfilment of its objectives lead to the extension of our Certifications, adding the following two Certificates to our Integrated Management System: ■■ Road Safety Management as per the ISO 39000:2012 - In 2015, Aegean Motorway was certified for Road Safety Management as per the ISO 39000:2012 Standard. This certification concerns the management of the company vehicles and the management of the safety of the Motorway, covering all company activities. It is noted that Aegean Motorway is the first company in Greece that has been certified for Road Safety on the Motorway.
14 AEGEAN MOTORWAY SA CORPORATE SOCIAL RESPONSIBILITY REPORT | Corporate Governance 15 4 Corporate Governance
Aegean Motorway is a société anonyme with registered shares.
The General Assembly is the Highest Governing Body of the company and its shareholders are:
■■ HOCHTIEF Solutions AG ■■ VINCI CONCESSIONS S.A. by 13.75% via HOCHTIEF PPP Solutions ■■ AEGEK by 10.00% GmbH, by 35.00% ■■ ATHENA CONSTRUCTION ■ ■ AKTOR CONCESSIONS S.A. by 20.00% COMPANY by 5.00% ■■ J&P – AVAX S.A. by 16.25%
Aegean Motorway is governed by a 12-member Board of Directors, comprising of the following persons:
Name Position Company
Oliver Wagner President HOCHTIEF Solutions AG via HOCHTIEF PPP Solutions GmbH
Klaus Boede Member -II-
Dirk Ortkemper Member -II-
Peter Coenen Member -II-
Leonidas Bobolas Managing Director AKTOR CONCESSIONS S.A.
Vasileios Halkias Member -II-
George Demetriou Member J&P – AVAX S.A.
Stelios Georgallides Member -II-
Christopher Pelissie Du Rausas Member VINCI CONCESSIONS S.A.
Panagiotis Papanikolas Member -II-
Ioannis Gaitanaros Member AEGEK
Apostolos Mytilis Member ATHENA SA
16 AEGEAN MOTORWAY SA Board of Directors
Chief Executive Officer
Chief Technical Officer Chief Operations Officer Chief Financial Officer Legal Department
Contract Management Tolling Operations Department AccountingΤµήµα Λογιστηρίου Department Corporate Communications Department & CSR Department
IMS & Internal Audit Buildings Motorway Operations Financial Control & Treasury Department Department Department Department
Pavement & Structures North District Operation & Procurement Department Human Resources Department Maintenance Department Department
Technical Office South District Operation & Insurance Expert Tunnel Safety Officer Maintenance Department
Systems & IT Department Head of MSS
In line with the Law on sociétés anonymes, by ■■ The Design & Construction Division, means of a resolution of the Board of Directors which is located at Itea, Larissa (BoD), members and non- BoD members were and is in charge of monitoring all also assigned duties regarding the executive upgrade and construction works for management and representation of the Company. the new sections performed by the Construction Joint Venture in line with All corporate processes are managed in the contractual and/ or international accordance with the Company’s organizational specifications, as well as for the chart. monitoring of the works time schedule.
To fully implement its scope of works, Aegean ■■ The Operation & Maintenance Motorway has been organized in 4 main Division, which is responsible Divisions: for the proper operation and maintenance of the motorway. ■■ The Management Division, which The Motorway Operations Department, part is based at Moschochori, Larissa and is responsible for the proper of the Operation & Maintenance Division, operation of the Company. is responsible for managing Motorway operation, whilst the Maintenance Department ■■ The Finance Division, which is based at Moschochori, Larissa and is responsible is responsible for carrying out all types of for the financing and the financial maintenance works along the motorway, when management of the Company. and where required.
CORPORATE SOCIAL RESPONSIBILITY REPORT | Corporate Governance 17 The chief executive officers of Aegean construction phase, as shown in the Motorway, as appointed by the Board of following graph: Directors, form the Board of Executives which decides on significant corporate issues in Participation in Associations, scheduled meetings. Agencies and Organizations
Furthermore, in accordance with the applicable We support and maintain relations with legislation, a Health and Safety Committee national and international associations of has been formed and meets on a regular basis; which we are members. By participating, the said Committee, which is convened by we contribute to the progress of the the Integrated Management & Internal Audit sector and aim at constantly improving Manager, is comprised of four (4) employee our infrastructures and the services we representatives, the Occupational Physician, offer to our customers/motorway users. the two Nurses, the Safety Officer and the We also contribute via the exchange of HR Manager, with the aim of assessing viewpoints and proposals to issues related occupational risk and identifying measures for to sustainable development. mitigating/eliminating such risks. ■■ Association of S.A. and Ltd companies (Association of Contractual Framework and sociétés anonymes and limited Related Parties liability companies) ■■ HELLASTRON - Since late 2014, Aegean The implementation of the Concession Motorway has become a member Agreement is co-assisted by a number of the organization «HELLASTRON” of additional agreements and contracts, (HELLENIC ASSOCIATION of TOLL as well as by related third parties in the ROAD NETWORK), established
Direct Agreement Independent Engineer INDEPENDENT LENDERS with the State GREEK STATE Contract ENGINEER (PARSONS)
Concession Independent Agreement Engineer Contract
LENDERS’ LEGAL Loan Agreements ADVISORS CONCESSIONAIRE AEGEAN MOTORWAY S.A.
LENDERS’ CONCESSIONAIRE’S Design & TECHNICAL Service Providers SHAREHOLDERS Construction ADVISORS Contract
Direct Agreement with the Contractor MALIAKOS-KLEIDI OTHER CONSTRUCTION SUBCONTRACTORS JOINT VENTURE
Joint Venture Agreement
CONSTRUCTION JOINT VENTURE’S SHAREHOLDERS
18 AEGEAN MOTORWAY SA by all modern motorways and toll Social Responsibility (CSR) since infrastructures operating in Greece. 2010 and one of the leading Greek ■■ ITA - International Tunnel Companies certified as per SA 8000, Association – Since 2014, the Company Aegean Motorway is informed on the participates in all training sessions initiatives, actions and experiences and actions on tunnel safety. of the Network members as regards Corporate Social Responsibility. ■■ “Panos Mylonas” Road Safety Institute - In June 2008, just 3 months ■■ Hellenic Institute for Customer after commencement of its operation, Service (HISC) – Since January 2011, Aegean Motorway became a member Aegean Motorway is a member of the of the “Panos Mylonas” Road Safety Hellenic Institute for Customer Service, Institute (R.S.I.) by actively participating participating actively in the Institute’s in the Institute’s activities and actions and initiatives for the “promotion organizing –in cooperation with the and improvement of the services provided Institute- training sessions and actions and the transmission of the knowledge focused on Road Safety. Aegean and experience regarding customer Motorway’s aim via its cooperation with services in the Greek market” (www. R.S.I. is to promote Road Safety and customerservice.gr). Aegean Motorway’s enhance the feeling of safety whilst aim, in cooperation with the HISC, is to driving on the motorway for our users. upgrade the role of drivers in modern ■■ CSR Hellas – A member of the Greek motorways and develop even Hellenic Network for Corporate more the services provided to them.
CORPORATE SOCIAL RESPONSIBILITY REPORT | Corporate Governance 19 CUSTOMERS STATE
OTHER SHAREHOLDERS MOTORWAYS
AGENCIES LENDERS
POLICE SUPPLIERS FIRE BRIGADE SERVICE
MASS MEDIA LOCAL AGENCIES 5 Responsible Communication with the Stakeholders
We acknowledge that our business operation affects and is affected by multi-variable groups of stakeholders. Constant communication with them on matters in which we have common interests underlines the significance we attribute to the strengthening of these relations. We wish to have an ongoing and constructive dialogue with them and –after taking into consideration their needs- to contribute to the resolution of any arising matter.
CORPORATE SOCIAL RESPONSIBILITY REPORT | Responsible Communication with the Stakeholders 21 The following table describes the key requirements of each group of stakeholders, the manner of communication with them, as well as the frequency of communication.
STAKEHOLDERS KEY REQUIREMENTS COMMUNICATION FREQUENCY
Customers/ Users Safety By phone, Daily The uninterrupted and In writing, by e-mail undisturbed Operation By mail Toll fees By filling in the Discount packages complaint form Project progress
Employees The feeling of insecurity due Contact with the Daily to the wider economic climate direct supervisors in the country The progress and sustainability of the Project The Company’s benefits policy Safety at Work
Shareholders The construction progress In the BoD Meetings Monthly of the project Via the Top Executive Daily The profit and loss accounts Management of the Company Risk management
Lenders The construction progress Via the Top Executive Daily of the project Management The profit and loss accounts By mail of the Company Risk management The outcome of the pending disputes with the State and third parties
Suppliers Transparency By phone Daily Timely payment Participation to possible tenders
Local Agencies/ Local The progress of the Project By phone Daily community Toll fees By mail The possibility of using local agencies and resources in the implementation of the Project Recruitment of manpower from the local community Requests for sponsorships, donations
Μass Media The progress of the Project By phone Daily Tolling policy Incidents on the motorway Requests for presentation of the Project and interviews
22 AEGEAN MOTORWAY SA STAKEHOLDERS KEY REQUIREMENTS COMMUNICATION FREQUENCY
Police/ Fire Brigade Anything related to the By phone Daily Service implementation of the By mail Policing and Fire-fighting agreements In meetings
State Anything related to the By phone Daily implementation of the By mail Concession Agreement and the fulfillment of both In meetings Parties’ obligations Project visits
Other Motorways The completion of the By phone Daily Project In meetings The applied tolling policy Project visits Common approach to dealing with risk Interoperability Common actions/ information campaigns on road safety matters
Agencies Technical methods applied By phone Every six (Technical Universities, in the implementation of the By mail months Hellenic Institute Project of Transportation Regular Inspections The environmental impact of of Management Engineers, certification the Project organizations, etc.) Systems Compliance with the Environmental Legislation Project visit requests Conference sponsorship requests Request for joint actions Compliance with the Labor Legislation Compliance with the Legislation on Occupational Health and Safety Company’s performance regarding the Environmental Protection, Personnel Management, Safety at Work, Motorway Safety
CORPORATE SOCIAL RESPONSIBILITY REPORT | Responsible Communication with the Stakeholders 23 6
24 ΑΥΤΟΚΙΝΗΤΟΔΡΟΜΟΣ ΑΙΓΑΙΟΥ Α.Ε. Process for Identifying Material Aspects
One of the most significant and fundamental GRI guidelines is the materiality principle. During the process of identifying the material aspects, Aegean Motorway carried out a survey among its stakeholders in order to consider all significant issues/ aspects related to Corporate Social Responsibility, as well as to commence a dialogue on these issues
Methodology representatives of the local community and subcontractors. The methodology followed is described below Step 2: We identified and prioritized the key Step 1: We specified and prioritized the main CSR indicators (economic, environmental, labor stakeholders to be part of the identification practices, human rights, social, responsible of material aspects. These included groups services, etc.) in line with the GRI guidelines. of significant stakeholders, i.e. employees, customers, mass media representatives, In this process, we took into account the
CORPORATE SOCIAL RESPONSIBILITY REPORT | Procedure for identifying material aspects 25 material aspects identified in the Corporate ■■ Protection of Privacy Social Responsible Reports issued by ■■ Diversity of Employees companies in the same sector. ■■ Equal Opportunities
Step 3: We conducted a survey ■■ Non-discrimination (questionnaire) across the entire organization between Employees as well as among key internal and ■■ Security Practices external stakeholders in order to classify ■■ Contribution to Local Communities sustainability indicators at two levels: ■■ Greenhouse Gas Emissions ■■ Significance (Carbon Footprint) ■■ Impacts ■■ Water Consumption ■■ Market Presence Step 4: We created a matrix table (graph) identifying the material aspects. ■■ Investing in the Environment ■■ Waste Our material Aspects ■■ Transportation After analyzing the above two parameters, ■■ Environmental Impacts the following aspects are reported as ■■ Employee-Management Communication material, i.e. significant: ■■ Labor Practices Grievance Mechanism ■ ■ Indirect Economic Impacts ■■ Economic Performance ■ ■ Energy Consumption ■■ Freedom of Association and ■■ Users’ Health and Safety Collective Bargaining ■■ Occupational Health and Safety ■■ Noise ■■ Employee Training ■■ Customer Service
26 AEGEAN MOTORWAY SA High
■ Indirect Economic ■ Occupational Impacts Health and Safety ■ Environmental ■ Waste Impacts ■ Energy ■ Employee training ■ Investing in the Consumption ■ Transportation Environment ■ Protection of ■ Users’ Health and Privacy Safety
■ Non- ■ Market Presence discrimination between ■ Diversity of ■ Water Employees Employees Consumption ■ Security Practices ■ Equal ■ Greenhouse Remuneration Gas Emissions ■ Contribution Opportunities (Carbon to Local Footprint) Communities
■ Employee ■ Suppliers’ -Management Practices ■ Anti-corruption ■ Supplier Communication Assessment ■ Supplier ■ Communication (Environment) ■ Labor Practices Assessment (Marketing) Grievance (Labor practices) Mechanism
SIGNIFICANCE FOR THE STAKEHOLDERS SIGNIFICANCE FOR ■ Economic Performance ■ Grievance ■ Environmental Mechanism Grievance ■ Freedom of for Impacts on Mechanism Association Society and Collective Bargaining
■ Supplier Assessment (Social security benefits)
Low SIGNIFICANCE FOR AEGEAN MOTORWAY
CORPORATE SOCIAL RESPONSIBILITY REPORT | Procedure for identifying material aspects 27 7
28 AEGEAN MOTORWAY SA Our Employees
Aegean Motorway’s aim is to employ individuals with vision and creative flair who possess the required training and experience to contribute effectively to the achievement of the Company’s goals.
We trained We provide equal 155 field opportunities to all 60% employees completed No discrimination of our employees a Certified Training (7 training hours per program on Safe 43% of our employee) Work at Height with employees are women the use of Movement Restraint Systems and Fall Arrest Systems
During 2015, Aegean Motorway employed 548 apart from offering all legally required benefits to employees of various specialties, e.g. labourers, our employees, we also offer a number of other electricians, plumbers, engineers, systems and benefits as follows: IT engineers, toll collectors, administrative ■■ Group Health Insurance Scheme personnel, etc. We have turned our attention into ■ hiring skillful individuals to ensure sufficiency ■ Regular Company Events of Educational and/ or Social Nature in numbers and thus, to assist our employees to balance their personal and occupational life. ■■ Training in Occupational Health Employee selection is made in cooperation and Safety matters with external certified skills and qualifications ■■ Training in Road Safety assessment centers to ensure meritocracy. ■■ Participation of our staff members Aegean Motorway prides itself for its highly in training sessions and conferences competent personnel; the outcome of their work in Greece and abroad for topics significantly boosts its activities. For this reason, associated to their scope of works
CORPORATE SOCIAL RESPONSIBILITY REPORT | Our employees 29 GENDER
Contract type Men Women Total
Indefinite term 250 190 440
Definite term 63 45 108
Total 313 235 548
Aegean Motorway rejects segregation and prohibits any kind of discrimination related to gender, age, nationality, body ability, etc. Even though the company has an extensive technical scope of works, women make up 42.9% of our personnel. This is a deviation of 7.14% from the 2015 world rates according to which personnel numbers are made by 49.96% men and 50.04% women. This deviation is substantiated by the extensive scope of the construction and maintenance works of Aegean Motorway.
TYPE OF WORK MEN WOMEN TOTAL
Management 17 3 20
Engineers 21 4 25
Finance 5 3 8
Lawyers 1 0 1
Specialized clerical 23 18 41 staff
Clerical staff 12 47 59
Technical staff 92 9 101
Labourers 49 0 49
Toll employees 93 151 244
Total 313 235 548
AGE OF EMPLOYEES MEN WOMEN TOTAL
<30 30 33 63
30-50 261 195 456
>50 22 7 29
Total 313 235 548
We put particular emphasis on the recruitment of specialized personnel, at a percentage of 46.5% of all employees.
30 AEGEAN MOTORWAY SA For the better operation and provision of our services, we operate facilities across the entire length of the motorway (230 km), employing trained personnel from the local and regional communities.
AREA MEN WOMEN TOTAL
Attica 10 4 14
Imathia 4 9 13
Thessaloniki 9 6 15
Karditsa 1 1 2
Kozani 1 1 2
Larisa 136 119 255
Magnesia 28 18 46
Patra 1 0 1
Pieria 106 57 163
Trikala 0 1 1
Fthiotida 17 19 36
Total 313 235 548
Our criterion for the remuneration policy For any change that may take place in applied by Aegean Motorway is to ensure the manner of our operation, we apply an that the actual needs of the present average advance notification policy depending on Greek family are met, even if salaries the complexity of the actions that need to be exceed the financial thresholds set out by taken. the legislation in force. Our satisfaction is Employee Benefits the fact that we have secured a decent way of living for our employees. The Company The additional main benefit that our has succeeded to keep the wages at the employees enjoy is the Group Health same level as before the introduction of Insurance Policy. the memoranda, and according to latest In special cases, for particular posts with data, our wages are 30% higher than the additional operational needs, a company corresponding wages of the active manpower car, laptop and mobile phone are provided. of the Country. More specifically, company benefits to our The collective labor agreements that we employees include the following: enforce remain effective since 2007 and cover The Group Health Insurance Scheme: 332 employees or 60.6% of our manpower, Apart from social security insurance, from whilst the remuneration of 216 employees 2011 and up to present, Aegean Motorway exceeds the remuneration level provided for provides to its employees a Group Private in the relevant collective labor agreement. Health Insurance Scheme (extensive
CORPORATE SOCIAL RESPONSIBILITY REPORT | Our employees 31 medical-pharmaceutical coverage and life District employees’ children. insurance). ■■ Organization of regular meetings In addition, a discount of 50% has been between the Management and secured at IASO Thessaly for diagnostic Executives of Aegean Motorway tests for Aegean Motorway’s personnel and for information purposes, with their parents, spouses and children. presentations and follow- ups on company matters. Corporate and other Events ■■ Organization of intra-company ■■ New Year’s celebration and cutting of basketball games – each year, the traditional cake – At the start of Aegean Motorway organizes a each year, the Management of Aegean company basketball championship, Motorway visits all company sites with the participation of along the motorway and hosts short referees, promoting fair play. celebratory events for its employees. ■■ Organization of an annual Christmas ■■ Organization of a carnival event Celebration for the employees and their for employees’ children – Aegean partners in a city located along the Motorway organizes two carnival motorway. events, one in Larissa for the South Moreover, we arrange free District employees’ children and accommodation for all employees that one in Leptokarya for the North travel a long distance to attend the event.
32 AEGEAN MOTORWAY SA Employee Training and ■■ “Infrastructures and Restart of Development the Economy” – May 2015. ■■ 6th International Conference “Bituminous In 2015, each employee had an average Mixtures and Pavements” – June 2015. of 7 hours of training whilst 60% of all ■■ 14th CFO Forum – June 2015. employees had training to further develop ■■ 10th Top Conference on Customer their skills. Indicatively, they received Service – July 2015. training regarding: insurance matters, energy management, customer service, ■■ HR Minds Forum – September 2015. management and administration skills, ■■ “The Past, Present and Future of finance, IT technology, procurement, Internal Audit” - October 2015. health and safety, and infrastructures ■■ 9th Corporate Communication management. - October 2015.
We place particular emphasis on our ■■ The Big HR Debate - November 2015. employees taking part in training ■■ 7th International Conference of Research seminars and conferences in Greece on Transports – November 2015. and abroad, where they can enrich their ■■ Lighting Conference and knowledge in issues directly associated presentation titled “Road LED with their work scope. Indicatively, some Lighting” - December 2015. of programs attended by our personnel in ■■ ITS Conference and presentation 2015 are: of the Company’s motorway management system under ■■ Waste and Recycling Conference implementation – December 2015. and presentation entitled “Solid Waste Management on the At the same time, we offer continuous training Motorway” – January 2015 to all our staff, in first aid, fire-safety and ■■ “Customer Service Good fire-fighting, road safety and other issues Practices” – April 2015. regardless of their professional grade.
CORPORATE SOCIAL RESPONSIBILITY REPORT | Our employees 33 TRAINING TRAINING TRAINING NUMBER OF TRAINING MALE FEMALE HOURS HOURS SUBJECT MATTER TRAINEES HOURS TRAINEES TRAINEES TOTAL FOR TOTAL FOR MEN WOMEN
Health & Safety 377 231 305 72 4071 546
Professional 135 30 135 0 822 0 Skills
Finance 15 53 12 3 125 28
Management & Administration 12 29 8 4 53 48 Skills
IT 6 52 5 1 88 20
Customer 3 53 0 3 0 53 Service
Procurement 2 8 1 1 4 4
Infrastructures 1 8.5 0 1 0 8.5
Energy 1 7.5 1 0 7.5 0
Insurance 1 6 0 1 0 6
Occupational Health and Safety on an annual basis by the local fire brigade stations for all personnel across all company The Integrated Management and Internal sites. In addition, the said Department Audit Department plans and implements plans innovative and certified trainings in training programs aiming at constantly specialized work areas, i.e. certified training in improving safety at work and eliminating the safe performance of works at height and occupational accidents. The Occupational Physician’s Office also plans and carries out the use of movement restrain and fall arrest training sessions for all personnel employed systems, conducted by HIGH ACCESS in 2015 by Aegean Motorway in all its sites, on an and attended by 157 employees, who work annual basis. Training seminars on Fire- at height and/or operate or work using the safety and Fire-fighting are also carried out bucket trucks of the company.
Number of Percentage on the staff’s Staff Absences in 2015 Absences total working hours
Days of staff absence due to pregnancy 1800 0.17%
Days of staff absence due to sickness 2256 0.21%
Total number of days of absence 4056 0.38%
34 AEGEAN MOTORWAY SA Occupational Accident Indicator 2015
Total Accidents (2015) 10
Frequency Indicator 9,4 (accidents/working hours x 1000)
The final performance indicators of our and given our agreement with the IASO Company remain at high levels and are not hospital, mothers-to-be can have health affected by absences due to maternity screenings at half-cost. leave, as replacement staff on definite Also, mothers-to-be get a maternity term contracts are hired to cover these allowance in addition to any state position of employment. In addition, maternity benefit.
CORPORATE SOCIAL RESPONSIBILITY REPORT | Our employees 35 8
36 AEGEAN MOTORWAY SA Our Contribution to the Greek Society
The main scope of works of Aegean Motorway is to upgrade road safety through a number of methods and measures used for the prevention of accidents. To achieve this, it is necessary that the proper infrastructure is in place, that drivers contribute to this effort by complying with the safe driving regulations, and that this is further supported by additional measures that raise the wider society’s awareness.
We managed We performed We inspected 14961 incidents 2 (on a 6-month basis) 117 bridges of the on the motorway inspections project of the rockfall protection measures in Tembi valley
In this context, Aegean Motorway Furthermore, useful information can be found on our webpage for our drivers on: ■■ operates a Motorway Management Center with ■■ how to drive safely by car cutting-edge equipment, ■■ how to contact the Motorway ■■ inspects the infrastructure and Management Center performs maintenance and ■■ what to do if the car breaks down damage restoration works ■■ what to do in case of an accident ■■ cooperates with the Local Authorities and Agencies ■■ how to drive safely in rain, fog, snow, and ice conditions ■■ informs the customers/ users of the motorway ■■ how to drive safely at night
CORPORATE SOCIAL RESPONSIBILITY REPORT | Our contribution to the Greek Society 37 Responsible Management ■■ immediate response and securing of the incident area in for better Safety order to lower the possibilities of a secondary incident; The Motorway Management ■■ timely warning to passing drivers Center (MMC) operates all year on regarding incidents, delays, a 24/7 basis with the purpose of adverse weather conditions, etc. meeting the operation needs of the Motorway. It is staffed with trained Our primary concern has always been and specialized personnel, ready to constantly enhance road safety and to deal -at all times- with any of better serve motorway drivers. the 15,000 approximately incidents To support all the above, we have recorded each year thus ensuring: installed and put in operation a Motorway ■■ Safe and smooth operation of the Management System allowing real-time Project providing high level of control of operation and monitoring of services to its customers/ users motorway traffic. The said system includes: ■■ Ongoing and uninterrupted ■■ Closed-circuit television (CCTV) flow of traffic ■■ Emergency roadside ■■ Immediate and effective telephones (ERT) response to emergencies. ■■ Meteorological stations The MMC coordinates all stakeholders in incident response, whilst patrol staff ■■ Traffic Counting System and specialized crews undertake onsite ■■ System detecting vehicles action so as to make sure that there is: traveling in the opposite direction
38 AEGEAN MOTORWAY SA ■■ Electronic variable Traffic Regulations message signs (VMS) with Responsibility ■■ Integrated Information System Within the framework of our obligations and to ■■ Incidents Recording System better serve scheduled events (construction/ ■ ■ Works Scheduling System maintenance works or other events), Aegean ■■ System for the monitoring of transit Motorway implements special traffic of oversize/ overweight vehicles arrangements and takes traffic measures Particularly for Katerini Tunnel the following (closure of a part of the pavement or closure systems are added to the above: of the whole lane and its entrances/ exits in conjunction with temporary restrictions, i.e. ■■ Supervisory Control and Data speed limits, overtaking, etc.). Acquisition System (SCADA) Generally, Aegean Motorway, aiming at ■■ Over-height vehicle detection system (OHVD) minimizing inconvenience to the motorway users, makes all effort possible so that ■■ Luminous signage for such restrictions or traffic interruptions are traffic lane control implemented during low traffic periods. ■■ Luminous signage (for complete road closure, one-way roads, etc.) Incidents & Action Plans ■■ Ventilation system Incidents include the following situations that ■■ Lighting system may take place on the motorway and/or its ■■ Fire detection system adjacent areas:
CORPORATE SOCIAL RESPONSIBILITY REPORT | Our contribution to the Greek Society 39 40 AEGEAN MOTORWAY SA CORPORATE SOCIAL RESPONSIBILITY REPORT | Our contribution to the Greek Society 41 ■■ Traffic congestion increasing the operational capacity ■■ Accidents (with material damages of the road and ensuring safety of the and/or injured persons) Users. ■ ■ Immobilized vehicles (due to The Action Plans include detailed damage, abandonment, etc.) planning as regards the organization ■■ Infrastructure or equipment and management of all phases of an failure (settlements, emergency/ incident (detection of electronic failures, etc.) incident, verification, mobilization of ■■ Acts of god (adverse involved parties, cleaning, restoration weather phenomena, floods, of traffic, etc). In the context of the earthquakes, etc.) Action Plans, Aegean Motorway, in ■■ Obstacles or pollutants cooperation with the other Services, on the motorway conducts Readiness Exercises with the ■■ Other possible incidents (fires, participation of all stakeholders. terrorist and criminal actions, etc.) Aegean Motorway, in cooperation with Contribution to the Safety of the Emergency Services, elaborates (and Customers / Motorway Users if required, updates) Action Plans for the Aegean Motorway has undertaken joint management of Incidents. the Technical Policing of the Main The objective of the Action Plans is to Concession Project (MCP) (inspection, allow for the systematic planning and detection and management of incidents, coordination of the human, mechanical removal of vehicles, measures for and technical resources of all Services informing Users/ Customers, traffic involved, mobilizing them in order to management and assistance to the reduce the duration and impact of Competent Authorities) using its own the Incidents whilst at the same time, personnel and means.
42 AEGEAN MOTORWAY SA For this reason, crews are patrolling road network or at a safe parking lot the motorway on a 24/7 basis; crew or in areas destined for this purpose members are appropriately trained and within the MCP (e.g. rest areas, MSS, Toll drive dedicated vehicles equipped with Stations, etc.). yellow beacons, electronic variable message signs, flashing arrow and fixed emergency signs. Collection of Immobilized Vehicles
Aegean Motorway has Units for the collection and removal of vehicles which have been immobilized within the Main Concession Project (MCP) and affect the smooth and safe operation of the motorway.
Our especially authorized personnel ensures the motorway users’ safety, removing any immobilized vehicle from the motorway.
The Collection Units of Aegean Motorway are responsible for transferring the immobilized vehicle, free of charge for the user, to the nearest safe point outside the traffic zone of the MCP. Such points can be in the external
CORPORATE SOCIAL RESPONSIBILITY REPORT | Our contribution to the Greek Society 43 Users’ Safety is our Top Priority was carried out by using a specially-designed furnace. The test was conducted during the Inspection – Check of the fire resistance of night (after 22.00 hours) whlist traffic was Katerini Tunnel suspended in the entire branch of the tunnel. Checking the structural efficiency of Katerini A specific kilometric position of the branch C&C in case of fire was a specific project (towards Thessaloniki) was selected for the assigned to and carried out by a partnership realization of the test. of companies that worked with research and university foundations. It also included the The thermocouples measuring the temperature recording of a range of potential stress loads inside the concrete lining were placed inside and failures (e.g. collapse) in infrastructures and the 3 holes that were opened in the tunnel’s adjacent structures (e.g. local road network). lining, below the surface under testing, at a The following firms and institutes were depth of 5, 10 and 15 cm, respectively. involved in the partnership that performed the checks and tests: scientific personnel of the company ENALOS Ltd, the Athens National Technical University, and the National Center for Scientific Research “Democritus”.
Testing included the numerical simulation of the Katerini Cut & Cover at fire conditions. The RWS temperature-time curve was selected for the simulation of the temperature developing on the surface of the tunnel’s lining, with a maximum temperature of 1350oC and fire duration of 120min, thus, covering the contractual requirement for tests against a 100MW fire.
On 2 April 2015 the on-site fire-resistance test
44 AEGEAN MOTORWAY SA During the test, temperatures inside the Inspection of 117 existing bridges of the furnace and the concrete were monitored project. The purpose of this inspection was constantly; also, records were taken of the to ascertain the condition of the structures camera indications inside the furnace. Test and to update our database as regards any results were assessed by the specialized visible problems. scientists.
Detailed Visual Inspection of the Final lining of New Tunnels
In the framework of the Structures Management System, we designed, organized and implemented with the assistance of our expert staff the Detailed Visual Inspection of the surface of the Final Lining of the new tunnels of the Project (Τ1Nb&Sb, T2Nb&Sb, T3Sb). The purpose of this inspection was to ascertain the condition of the final lining and to update our database with any visible problems in the final lining.
Detailed Visual Inspection of Existing Structures
In the framework of the Structures Management System our company designed, organized and implemented with the assistance of the expert design consultancies CONCRETEFRANCE & SETECFRANCE, the Detailed Visual
CORPORATE SOCIAL RESPONSIBILITY REPORT | Our contribution to the Greek Society 45 Rockfall protection traffic on the National Road was measures at Tembi Valley suspended.
According to the Operations and The works were deemed absolutely Maintenance Manual for the Rockfall necessary so that the customers/ users Protection Measures at Tembi Valley and of the motorway pass through the area Panteleimonas area, in 2015, the Technical with the best possible safety. The most Division performed two (2) inspections for important interventions are cited below: the evaluation of the effectiveness of the measures. The inspections were followed Rockfall mesh stabilization by small scale maintenance works. The Works for the stabilization of the inspections showed that the condition mesh were executed using permanent of the slopes is stable and that rockfall anchors of Thread bar G20/S type. Fast- activity remains at a low and under control level. setting resin cartridges were used for rock-bolding. Extensive maintenance works were carried out in the Tembi Valley area in the time Installation of witness points periods: Installation of witness points in a 21 - 27/04/2015 and 9 - 13/11/2015 whilst rockmass.
46 AEGEAN MOTORWAY SA Scaling works at the natural and of the Ministry of the Interior, so that manmade slopes the services provided by the Hellenic Police and of the Fire Brigade Service are Numerous slope inspection works were adjusted according to the needs of our performed and the dangerous, due to Project. corrosion, rock boulders were removed. We have also elaborated common action Installation of a small fence for the plans with all involved emergency services protection from small rockfalls (Police,j49 Fire Brigade Service, Ambulance The installation took place using Service, etc.). permanent anchors of Thread Bar G20/S Within the framework of the type. Fast-setting resin cartridges were implementation of the said activities, we used for rock-bolding. have established the proper organizational Removal of rock boulders from rockfall structure (divisions, departments, etc.), catchment fences at different locations we provide suitably trained personnel inside the valley (working in shifts, on-call service, etc.), and we use the appropriate means (fixed and Repair of mesh of rock catchment fence mobile equipment, marked vehicels, etc.).
Customers/Users’ Health and In 2015, coordinated interventions were Safety in coordination with made in 14,961 incidents out of which 759 the Local Authorities and –i.e. 5.08%- were road accidents, with only one (1) casualty. Agencies
Pursuant to the Concession Agreement, Responsible Information to Aegean Motorway is responsible for the Motorway Users and Local Operation of the Main Concession Project Communities (MCP) for the entire Operation Period. In fulfillment of its scope, the Company is When temporary traffic arrangements are called to perform a number of contractual put in place (for scheduled works or other activities in cooperation and/or coordination events, as well as incidents), customers/ with other agencies or services for the users of the motorway are informed via benefit of the Customers/Users. special temporary signage, electronic variable message signs, and the relevant In this framework, various contractual instructions of the Emergency Services and non-contractual relations have been and/or our personnel. developed (contracts, agreements, and procedures) with a number of agencies: Significant or extended traffic arrangements (traffic suspensions) ■■ Hellenic Police are announced in Mass Media prior to ■■ Hellenic Emergency & their application; at the same time, all Ambulance Service (EKAB) necessary prohibition and/or information ■■ Fire Brigade Service signs are placed as required on the ■■ Road Assistance Companies Motorway. ■■ Winter Maintenance In general, for any matter that might arise, Subcontractors we provide information to the motorway’s As regards policing and fire-fighting of customers/ users via electronic variable the Project, we have concluded a special message signs, the internet or any other agreement with the competent services useful medium (e.g. information leaflets, etc.).
CORPORATE SOCIAL RESPONSIBILITY REPORT | Our contribution to the Greek Society 47 9
48 AEGEAN MOTORWAY SA Our Contribution to the Local Community
Aegean Motorway stands by the people and the local communities, by implementing donation programs and actions addressed mostly to schools, hospitals, and socially vulnerable groups. In 2015, we organized and participated in a number of actions of social nature, rendering our Company a social stakeholder that is interested in the needs of the local community in the area it is active. In particular:
We won an In Skopelos, We supported award we restored both in terms of at the “Responsible the problems in financial aid and basic Business Awards” for the Biological necessities, societies, our action “Promoting Treatment System organizations, and proper road behavior, and we performed schools investing in road maintenance works in safety” its Health Center
■■ Proving in practice the attention our at the Responsible Business Awards. Company pays to Road Safety, we The objective of the first part of the implemented the action «Promoting program, which was implemented in correct road behavior, investing in road cooperation with “Panos Mylonas” Road safety”, aiming at raising awareness Safety Institute and Larissa Emergency on Road Safety. The action lasted & Ambulance Service (EKAB), was for five (5) days, with 1200 students to raise awareness in teachers and and 400 teachers of the Prefecture of students of the Primary and Secondary Larissa participating in the activities education and included the following: organized; for this program, the company received the silver award ◗ to cover all grades of education
CORPORATE SOCIAL RESPONSIBILITY REPORT | Our contribution to the local society 49 with hands-on programs on ■■ We distributed to drivers passing road behavior, according to through our Toll Stations information the ages of the participating leaflets regarding the European children and adolescents. Day of Politeness on the Road, and the Prevention of Fires ◗ to approach teachers, presenting during the Summer Months. to them tools and programs. ■■ Twice in 2015, we organized ◗ to inform all participants on voluntary blood donation sessions first response to an injury for our employees, promoting in a road accident. volunteering and enhancing the feeling of pride and achievement in The students, throughout the entire our employees. The donation of our process of hands-on learning were employees won a commendation actively participating showing their from the Ministry of Health. enthusiasm and enjoyment. The teachers’ ■■ We hosted visits from students of the response was also moving both for the Aristotle University of Thessaloniki and people of Aegean Motorway as well as the Technical University of Thessaly the Road Safety Institute. on the Motorway and in the Motorway Management Center, providing students ■■ We organized and implemented, with the opportunity to gain know- together with volunteering employees how and valuable knowledge on best- –under the auspices of “Panos practices used in the construction Mylonas” Road Safety Institute and operation of our motorway. - the “European Night without ■■ We fully restored the Biological Accidents” initiative in Larissa and Treatment System in Skopelos, which Katerini nightclubs contributing in was damaged by the unprecedented this manner to the reduction of road adverse weather conditions of accidents caused by over-drinking, September 2015. by informing the public on site. Moreover, we maintained, repaired,
50 AEGEAN MOTORWAY SA and procured new equipment for for their students to become familiar the Health Center in Skopelos, with new technologies, we offered supporting in this manner the work to nine (9) public schools of the of the doctors in the island. Prefectures of Larissa and Pieria ■■ We organized a volunteer action modern electronic and other school involving the collection of clothes, linen, equipment worth €12,000 –as well as household items and money. In total, we second hand electronic equipment collected 65 boxes with clothes, 9 boxes in a good condition worth €5,000. with toys, 3 boxes with shoes, 4 boxes In this manner, we facilitated and with linen items, 1 box with medicines, boosted the work of teachers, 1 computer, 14 boxes with pasta, as harmonizing teaching with modern day well as money in the form of super requirements, and thus, created the market vouchers, which we offered proper conditions for improving the to the “Ark of the World” Non-Profit Organization. Supporting volunteering students’ quality of life and education. within the company identifies ■■ To support children in need, we offered employees’ values with company values stationary for their new school year to and reinforces the company’s image. the children of the “Smile of the Child” ■■ In an effort to support the students Non-Profit Organization of Thessaly. of the Workshops of Special ■■ We offered sixty (60) families in financial Vocational Education & Training in need of the Pan-Thessalian Society of their integration in society, we bought People with Disabilities all necessary and installed, in cooperation with one of our Shareholders, professional goods for their Christmas dinner. kitchen equipment, greenhouse and ■■ We supported the people in financial alarm equipment, creating an open need of the Municipality of Tembi workshop so that the students of the by offering 2 tons of food to the Volos Workshop of Special Vocational Grocery Shop of Social Solidarity Education & Training have the of the Municipality of Tembi. opportunity to produce and sell their products and thus, cover part of their ■■ We supported, for the 5th year running, own as well as their school’s expenses. the loving work of the administration ■■ We offered toys and gifts to of the SOS children’s village in children hospitalized in the Plagiari, Thessaloniki by offering University Hospital of Larissa. them 800 kilos of food, 400 kilos of cleaning products, and approximately ■■ We sponsored, in the form of supporting them with our infrastructure, 1,200 essential paper products. the semi-marathon (Run Greece ■■ Aiming at safeguarding and exhibiting Larissa) organized by SEGAS the findings from the excavation of (Hellenic Athletics Federation). the new Motorway in Platamonas ■■ We sponsored the organization of area, we supported financially the conferences of the Hellenic Institute opening event of the Periodical of Transportation Engineers and of Exhibition that was held in Dion. the National Technical University of ■■ We supported financially the Athens, enhancing in this manner the organization of the students’ event dissemination of information on Road Safety issues. “Olympia in Dion”, by bringing together students from all over the world and providing them with the In addition, in 2015: opportunity to discover the significance ■■ Aiming at supporting the schools that of ancient tragedies and become do not have the necessary equipment participants in this experience.
CORPORATE SOCIAL RESPONSIBILITY REPORT | Our contribution to the local society 51 Voluntary blood donation of our employees Voluntary action - clothes collection
Supporting the SOS children’s village in Plagiari, Supporting the Grocery Shop of Social Thessaloniki Solidarity of the Municipality of Tembi
Visiting and distributing gifts to children hospitalized Receiving the award for the voluntary in the Larissa University Hospital blood donation of our employees
52 AEGEAN MOTORWAY SA Raising awareness Offering modern educational on Road Safety in Larissa equipment to a school
Safeguarding the findings from the excavations of the new motorway in Platamonas area
Supporting the “Smile of the Child” Participation of employees in the initiative Offering modern educational Non-Profit Organization of Thessaly “Night without Accidents” equipment to a school
Supporting the Workshop Financial support for the organization of Special Vocational Education & Restoration of the Health Center “Olympia in Dion” Training of Volos in Skopelos
CORPORATE SOCIAL RESPONSIBILITY REPORT | Our contribution to the local society 53 10
54 ΑΥΤΟΚΙΝΗΤΟΔΡΟΜΟΣ ΑΙΓΑΙΟΥ Α.Ε. Our Contribution to the Protection and Preservation of the Environment
CO2 We replaced/ We recycled We calculated, for enriched with the first time, the 77.5 greenhouse gas 7,000 tons of waste emissions resulting from plants the central our activities, which median (emissions) amounted to 14,565 tons
Protection of the environment constitutes a key parameter of our operation. Our main concern is to operate within and beyond the environmental legislation as far as protection and preservation of the environment are concerned. The Ratio of our Environmental Expenses to the total of our Operation and Maintenance Expenses in 2015 is equal to 3%. The following categories are included therein:
■■ Waste Management – Recycling by 1% ■■ Environmental Studies by 7%
■■ Landscaping by 34% ■■ Cleaning of the Motorway by 57%
CORPORATE SOCIAL RESPONSIBILITY REPORT | Our contribution for the protection 55 and preservation of the environment Noise Management
Road noise measurements were taken in 2015; the respective Technical Report containing the findings was drawn up and submitted to the Noise Division and the Special Service for the Environment of the Ministry for the Environment, Energy and Climate Change. In 2015, Road Noise levels were measured at 17 different geographical locations determined following assessment of the findings of the Road Noise Monitoring Program for the Year 2014. The results of the measurements concluded that it was not necessary for road noise levels to be monitored at the other 8 geographical locations remaining out of the total of 25 locations, since noise levels were significantly lower than the respective threshold specified in the applicable environmental term. Natural Restoration of the
According to the findings of the 2015 Study, Vegetation values in excess of the Environmental Within the framework of compliance with the Threshold were recorded at 10 locations, for Environmental Term 3.3 of JMD 120770/20- which noise barriers installation designs are being prepared. Statistical processing of the 01-2010, our company prepared the Annual road noise values for the four years (2010 – 2015) Study for the Assessment of the Natural show little change in the Road Noise levels Restoration of the Vegetation at Tembi along the Motorway. Valley and the N. Panteleimonas area, Kato
56 AEGEAN MOTORWAY SA Olympus Municipality, Pieria Prefecture. The the Report, the condition of the flora across Study constitutes a brief assessment of the the entire area is wholly satisfactory both as environmental impact and an evaluation of regards the numbers of the Species and their the degree to which the flora of the area dispersion to the habitats. is affected by the works scheduled to be carried out twice a year for the stabilization Landscaping of the slopes at particular locations. Maintenance works carried out at the For the fifth continuous year, an evaluation of Southern and the Northern District of the natural condition of the vegetation at the Aegean Motorway SA include landscaping particular locations was carried out by the works, i.e. planting and irrigation along the Environmental Department with the support entire Motorway. of a specialized Environmental Scientist of the company and the Environmental Participation in Environmental Engineer of the Independent Engineer of the Conferences Project. The findings were included in the Study prepared for the June 2014 –June 2015 In 2015, our company participated in period, which was submitted in July 2015 to two environmental conferences, where the Ministry of Productive Reconstruction, it presented company practices of Environment & Energy of the General environmental interest: Directorate for the Environment, ΕΥPΕ. Waste and Recycling Conference:
The actual condition of the flora in the area The conference was held in Athens on 29 was recorded in the Study as of 2015 and January 2015 and was organized by the took place 5 years after the performance of company Plant Management. the rockfall protection measures at Tembi Valley and Neos Panteleimonas. According to The objective of the conference was to
CORPORATE SOCIAL RESPONSIBILITY REPORT | Our contribution for the protection 57 and preservation of the environment exchange knowhow and communicate Our Carbon Footprint and ideas as regards the matter of the “circular Actions for its Reduction economy” and correct management of the lifecycle of products using new technologies. In 2015, we calculated for the first time the Our company participated in the conference greenhouse gas emissions resulting from our and presented a paper on the “WASTE activities, using the tool DEFRA Guidelines for MANAGEMENT ACTIVITIES ON THE GHG Conversion Factors. The fields pertaining MOTORWAY”. to our Project are as follows:
■ Lighting Conference ■ Fuel consumption for the fleet and facilities
The conference was held in Athens on 8 ■■ Energy consumption December 2015 and was organized by Plant ■■ Personnel transport Management. The conference aimed to ■■ Cooling – Heating promote led lighting solutions and their advantages in terms of productivity, safety, ■■ Production of waste energy saving, economy, reduction in energy The result of the calculation for the above dependence, improvement of competitiveness fields was equal to 14,565.24 tons of CO2 - e. and green development of businesses and The table below shows in detail the greenhouse organizations. Our company participated in gas emissions for each one field, as well as the the conference with the paper “ROAD LED intensity of the emissions either per kilometer or LIGHTING”. per employee.
58 AEGEAN MOTORWAY SA TONS of TONS CO2-e/ CH4 N2O CO2 – CO2-e/ employee CO2 (kg) (kg) (kg) e (kg) km. 548 230 km. employees
Fuel 1,085,051.65 671.43 11,830.28 1,097,553.36 2.0
Electricity 9,725,206.82 4,309.55 60,513.20 9,790,209.13
Motorway’s 6,667,325.64 2,954.50 41,486.13 6,711,889.37 Operation
Motorway’s 251,191.37 111.31 1,562.99 252,870.31 29.18 pumping stations
Katerini Tunnel 1,110,289.21 492.00 6,908.56 1,117,710.27
Facilities 1,680,152.60 744.53 10,454.42 1,691,382.57 3.14
Personnel transport - 1,019.44 29.61 5.19 1054.23 Motorcycle
Personnel transport – Car 395,619.20 379.32 2,023.02 398,021.54 (petrol)
Personnel 1.24 transport – Car 86,635.35 28.39 942.46 87,606.20 (diesel)
Personnel transport – Car 178,728.39 291.16 967.91 179,987.46 (LG)
Personnel 2,643.30 2.97 150.96 2,797.25 transport – Train
Business trips 9,976.11 2.07 98.22 10,075.39 0.02
Refrigerators - 227 R134A
Freezers - R404A 326
Split - R407 700,502.74
Split - R410 1,832,338.90
Split - R22 2,215.44 5.06 Split - Installation 66
Split - Disposal 395
Chillers - R407 52,446.69
Chillers - R410 125,985.38
Chillers - R134 11,340
Waste 272,091.00 0.50
CORPORATE SOCIAL RESPONSIBILITY REPORT | Our contribution for the protection 59 and preservation of the environment For the 2015, the total energy consumption program, in November 2013, a study was in the Motorway’s facilities and operation elaborated and works were carried out for the amounted to 17,926,438 KWh. pilot replacement of the conventional lamps with LED lighting at the Eastern side of the ENERGY FACILITIES/ ACTIVITY Interchange (right branch of the motorway, KWH direction to Thessaloniki). Motorway’s Operation – 12,310,424 Road lighting Existing lights were installed on 12m high pillars Motorway’s pumping as follows: 463,795 stations ■■ Philips with a Son T PIA Plus 400W Katerini Tunnel 2,050,017 55,000 lumens / 15,000hrs lamp ■■ Philips with a Son T PIA Plus 250W Facilities 3,102,202 32,000 lumens / 15,000hrs lamp More particularly, 39 lights were replaced as TOTAL 17,926,438 follows:
■■ 28 High Pressure Sodium 250W bulbs and ■■ 11 High Pressure Sodium 400W LED road lighting program bulbs, with the respective LED technology lights. The Environmental Program for the Reduction The main objective of the program was to of Energy Consumption from the Road compare for the first half of 2014 the energy Lighting of the motorway is in progress; consumption of pillar No1, which feeds high the said program was designed and is pressure sodium bulbs, with Pillar No2, which implemented in the context of improving feeds LED technology lights. the Company’s energy efficiency. The original research program was designed In particular, comparison of the energy by the Operation and Maintenance Centre consumption was made between the two of the Northern District for the Leptokarya branches of Leptokarya Interchange with the Interchange. Within the framework of this different type of lamps.
60 AEGEAN MOTORWAY SA The following findings resulted from the ■■ Completion of installation of the measurements: LED lights and of construction of the fiber network and traffic ■■ LED type lights have the same – if measuring devices within 2017 not better – photometric results than the Sodium High Pressure lights. ■■ Completion of the central system of lighting energy ■■ Expressed in percentage, the reduction management within 2017. in the consumption levels reached 38.8% ■■ The energy cost was reduced by 38.5% Upon completion of the above objectives the following benefits are anticipated: The findings of the Research Program were encouraging and were used for the ■■ Reduction of energy consumption by preparation of a Business Plan for the 60% - 70% compared to presently; replacement of conventional lighting of the ■■ Reduction of the technical motorway with LED energy efficient lighting. inspection cost; Furthermore, use of the reduction system in ■■ Reduction of the maintenance cost; combination with the dynamic categorization of ■■ Reduction of the greenhouse gas the motorway per section is expected to further emissions to the environment. decrease energy consumption and costs. Upon completion of the program’s The direct objectives of the program are as implementation in 2018, it will be possible to follows: assess in total all measurable sizes that were ■■ Completion of the procurement mentioned above. The accurate evaluation of of the LED lights and Pillar the reduction in energy consumption will also Controllers within 2016 be possible.
CORPORATE SOCIAL RESPONSIBILITY REPORT | Our contribution for the protection 61 and preservation of the environment Management of our Waste
In 2015, the total quantity of the waste that our company recycled amounted to 77.51 tons. This quantity is confirmed by the waste management companies and has been recorded in the Waste Producer’s Annual Report.
MATERIAL ACTIVITY QUANTITY (t)
Paper Facilities Operation 7.97
Plastic Facilities Operation /Maintenance 11.37
Glass Facilities Operation 0.07
Aluminum Facilities Operation 0.04
Batteries Facilities Operation 0.36
Lamps Facilities Operation 0.24
Electric devices Facilities Operation 0.41
Metals Motorway Operation (Barriers) 49.92
Tires Tires from motorway users 5.99
Oil filters Vehicles Maintenance 0.44
Anti-freeze liquids Vehicles Maintenance 0.34
Other Vehicles Maintenance 0.36
TOTAL 77.51
62 AEGEAN MOTORWAY SA Our Water Footprint water supply networks, whilst the water used for Motorway maintenance works (greenery In Aegean Motorway, we understand the maintenance and toilets) comes from significance of the rational use of water in boreholes. meeting our operational needs. For this reason, we monitor water consumption both For the operation and maintenance of the from the municipal water supply networks Motorway, we aim to restrict use to the and from boreholes. The water that is used quantities absolutely necessary and to detect in our facilities comes from the municipal any leaks in the network the soonest possible.
ANNUAL ACTIVITY MUNICIPALITIES QUANTITY m3
Municipality of Larisa Municipality of Kileler Facilities 5.514 Municipality of Eastern Olympus Municipal Water Supply Networks Municipality of Tembi Municipality of Katerini Municipality of Stylida Municipality of Almyros Motorway maintenance Municipality of Rigas Feraios (greenery and toilets) Municipality of Kileler 460.114 Boreholes Municipality of Tembi Municipality of Dion – Olympus Municipality of Katerini Municipality of Pydna - Kolindros
Protection of Animals the Company’s employees rescued two on the Motorway puppies: ■ Aegean Motorway S.A. ensures the ■ On 4 August 2015 a male puppy was found at a culvert. The mother was found dead, 100 protection of stray animals that accidentally meters away from the spot, hit by a car and enter the Motorway and immediately the other 3 puppies were found dead from intervenes by collecting them, so that on the starvation. one hand they do not cause an accident on The dog, after being transferred to a the road, and on the other, they are kept safe Veterinary’s surgery where all necessary from passing traffic; the company transfers tests were made and all necessary them to animal protection centers where they vaccinations were given was adopted receive all medical checks and then, returns by an employee of the company. them to their natural environment. ■■ On 20 November 2015, a male puppy was found at a parking lot of the motorway. The Two cases are indicatively cited below where dog was adopted by a company employee.
CORPORATE SOCIAL RESPONSIBILITY REPORT | Our contribution for the protection 63 and preservation of the environment 11
64 AEGEAN MOTORWAY SA Responsible Service to Customers and Suppliers
Six (6) frontal and seven (7) ramp toll stations operate on the motorway with 68 toll lanes in total. The toll stations of Aegean Motorway are situated in selected locations along PATHE motorway, Maliakos-Kleidi section in order to achieve proportionate charging – to the degree possible - for the users of the motorway pursuant to the provisions of the Concession Agreement.
Audit and We have fully Creation of special evaluation undertaken the cost discount programs of all our suppliers for offering discount of 2,552 up to 80% toll cards issued to in the monthly toll Disability Badge transactions of drivers holders
Serving our Customers / significantly reduces the number of traffic Motorway Users accidents caused by driver’s fatigue. The four (4) Motorist Service Stations that were completed 11 Motorist Service Stations (MSS) by late 2015 provide the following facilities: We aim to provide all drivers with a safe, ■■ Petrol stations (24/7) comfortable journey of high quality. At selected ■■ Tire repair and maintenance locations along the Motorway, four (4) Motorist services (tire repair shop) Service Stations (MSS) and twenty-eight (28) ■■ Restaurants and cafés Parking and Rest areas operate, whilst the ■ driver is timely informed of their location with ■ Mini Market shop appropriately placed information signs. Research ■■ Cash machines (ΑΤΜs) has shown that a short break from driving ■■ Toilets
CORPORATE SOCIAL RESPONSIBILITY REPORT | Responsible Service of Customers and Suppliers 65 It is worth noting that the areas of Motorist to support drivers on the motorway Service Stations (MSS) of Aegean Motorway when they need immediate assistance, are fully accessible to people with disabilities. the Emergency Line 1075 operates on Customer / Motorway User Services
The manpower of Aegean Motorway includes the Customer Service team, which is daily at the disposal of the drivers and users of the Motorway, informing them on any matter relating to its operation, recording all comments and complaints, and responding to user requests in the best way possible. Communication and cooperation with our customers help us constantly improve our services. Depending on the needs and requests of the drivers, customers may contact Customer Service in any of the following ways:
■■ Emergency Line 1075: For intervention in emergencies and
66 AEGEAN MOTORWAY SA a 24/7 basis, throughout the year ■■ Electronic communication by e-mail or through the company’s website ■■ Customer Service Line: For any (www.aegeanmotorway.gr) information regarding the services of Aegean Motorway, to subscribe to In order to serve our customers/users of the eway by phone and to submit customer motorway more effectively, we use different requests, comments or complaints, the “customer touch points” that combine the Customer Service Line T: +30 2410 741440 traditional communication channels with new is available to users every day, from technologies, thus providing customers with an optimum combination as regards their Monday to Sunday from 07:00 to 22:00 service. Four hundred (400) of our employees ■ ■ Customer Service Points: To subscribe are directly involved in Customer Service to eway, to discuss customer (as a part of their primary or secondary requests, or to get an Electronic Toll duties, at a front line role) and specifically: Card (for Disability Badge holders), (toll collectors, supervisors and heads of toll the customers/ Motorway users stations/ employees of Customer Service can visit the Customer Service Points, Customer Service Line and Back Points (CSP) operating at selected Office of tolls/ patrol and intervention crews/ Toll Stations and Motorist Service supervisors of the Motorway Management Stations (MSS) on the Motorway Center).
CORPORATE SOCIAL RESPONSIBILITY REPORT | Responsible Service of Customers and Suppliers 67 Requests/ Information of Customers
5%
25%
70%
REQUESTS
PROVISION OF INFORMATION
COMPLAINTS
Customer Customer Service Points (CSP) Service Line / Call Center
At the Customer Service Points, customers/ The Customer Service phone lines are open users of the motorway can get information daily from 07:00 until 22:00 hours and are at on all services offered by Aegean Motorway. the disposal of our customers/users; they provide customer service, they inform them on The relevant map shows the exact location the motorway and its operations and support of the Customer Service Points on the them on all matters concerning the “eway” Motorway along with details on their electronic toll collection service. In particular, opening hours. they provide the following services:
Total Customers Served CUSTOMERS/ SUBSCRIBERS SERVED AT CSPs IN 2015
8.918
ΤΟTAL
KLEIDI CSP
LEPTOKARYA CSP
3.076 MAKRICHORI CSP 2.419 1.559 PELASGIA CSP 982 882 ALMYROS CSP
68 AEGEAN MOTORWAY SA ■■ Handling all calls concerning “eway” REQUESTS BY PHONE CALLS ■ ■ Providing information on all Information 31889 company operations Complaints 2109 ■■ Communication and handling of Comments 1694 requests/ remarks/ complaints General matters 21 ■■ Handling toll exemptions Positive comments/ 262 ■■ Handling Emergency calls/ praise line transfers to the Motorway TOTAL 35713 Management Center ■■ Advising on the issuance of toll Electronic Communication cards for disability badge holders from Customers (email)
■■ Providing administrative Email is becoming more popular over the support to the issuance of the years; the number of customers/users who Passage Information Notices contact us via e-mail at customercare@ for Oversize Vehicles (MOS) aegeanmotorway.gr to pose questions, ■■ Providing administrative support in submit requests and express their the repayment of toll fees by users/ complaints has been steadily on the payment of compensation to users increase. The Customer Service team looks into the matter and responds to messages as soon as possible. BREAKDOWN OF INCOMING CALLS
Tolls Operation 27724 BREAKDOWN OF CUSTOMERS’ EMAILS
Motorway Operation 12550 Tolls Operation 1424
Calls Transferred 10855 Motorway Operation 21
General matters 2780 Motorway Maintenance 9
Motorway Maintenance 262 General matters 107
TOTAL 54181 TOTAL 1561
CORPORATE SOCIAL RESPONSIBILITY REPORT | Responsible Service of Customers and Suppliers 69 “My easy way” Online ■■ Print the monthly invoice/ copy of account Account Information and statement and have access to the 12 last Management Platform monthly invoices/ account statements. ■■ Find easily key information of each Eway subscribers can get information and eway account (account status, manage their account online via the “My easy active subscription program, way” online account management platform, bank payment code, etc.) which has been in operation since January 2013. The platform “My easy way” provides ■■ Print a copy of the annual expenses subscribers with the opportunity to manage statement for each eway account. their account directly and easily from In 2015, 2,071 new users registered with the their computer, tablet or mobile phone. “My easy way” online account information platform, raising the total number of users to My easy way enables subscribers to: 4,680, whilst the total number of visits to “My ■■ Get information on the balance easy way” platform amounted to 21,085. of their eway account.
■■ Get information on the transactions Services for Professional Users made with the use of each Procedure for the passage of overweight / transponder of their eway account oversize vehicles and works machinery (detailed list of transactions). Vehicles that are larger than the maximum ■ ■ Manage online their personal data dimensions allowed or vehicles that transport (change of address, change of plate, etc.). or intend to transport large loads are ■■ Add/ remove a vehicle from permitted only by means of special permits their eway account. that are issued by the State.
70 AEGEAN MOTORWAY SA The Passage Information Notice is an information service provided by Aegean Motorway to professional users on whether their overweight - oversize vehicles/ works machinery can use the motorway, depending on the scheduled works and the existing traffic conditions.
Aegean Motorway monitors the passage of these vehicles within the MCP’s boundaries and takes all necessary safety measures to ensure safety and comfort of the other customers/users of the motorway. Emphasis on Customer Service Quality
Mystery Shopping Program
In order to assess as accurately as possible the level of service provided to the customers/users of the motorway, we design and implement at regular intervals a Mystery Shopping research program which aims to record the condition as is and to constantly evaluate the services offered to the motorway customers.
The mystery shopping findings are an The mystery shopping research program important factor in evaluating the level of is implemented at regular intervals so service provided and the way customers that the company has an up-to-date are treated, as well as a factor on the basis understanding of the level of customer of which the customer forms a viewpoint about Aegean Motorway. The objective of service provided. the mystery shopping program is twofold; Eway Customer first to evaluate the services provided, Satisfaction Surveys the behavior and how knowledgeable employees are and secondly, by reaching At Aegean Motorway, we place particular certain conclusions and notifying them emphasis on the views of our customers/ to the employees, to mobilize them to subscribers, since in this manner we can improve the services provided to our improve our efforts to fully meet their customers. needs. In this framework, Customer Satisfaction Surveys are carried out on The Mystery Shopping is conducted at: a regular basis by sending out electronic ■■ The Toll Stations of the motorway questionnaires to eway subscribers. ■ ■ The Customer Service Points The surveys were carried out on an annual ■■ The Customer Service Line basis in 2012, 2013 and 2014; from that year
CORPORATE SOCIAL RESPONSIBILITY REPORT | Responsible Service of Customers and Suppliers 71 onwards, surveys will be carried out every two years.
Each survey’s findings are sent via e-mail to all eway subscribers. At the same time, the conclusions drawn from all Customer Satisfaction Surveys are uploaded on the Aegean Motorway website, accessible by all interested parties
(http://www.aegeanmotorway.gr/ plirofories/ereunes-pelatwn). Customer Grievance Mechanism
In 2015, 349 complaints and remarks were recorded, 347 of which were answered/ settled in the course of the same year. Company Policy on facilitating Any form of communication with our Disabled Badge Holders at the customers is significant because this is how toll stations we can better understand and meet their needs. The complaints and observations Aegean Motorway, in the context of its that we receive are considered as well- policy for facilitating disabled people at intentioned criticism, and are assessed and the toll stations of the company, applies a program of issuing them special electronic formally responded to. toll cards. These cards are provided to the beneficiaries (Individuals with Disabilities MANAGEMENT OF REQUESTS/ COMPLAINTS and War Veterans) free of charge and ensure that these individuals pass through
CENTRAL CUSTOMER the company’s toll station free of charge. TOLLS PROTOCOL CARE Since 1st May 2015, use of this electronic
Services Mail Email Evaluation toll card is the only means of passing FAX Forms through the toll stations of Aegean Motorway. In the context of our Corporate Social Responsibility policy and actions, CUSTOMER SERVICE LINE we cover the entire cost for these cards. FAX CALLS LOCAL Discount programs
To facilitate car drivers who use the motorway on a daily basis, we developed
CRM SYSTEM the “eway LOCAL” discount programs, offering discounts of up to 80% to the cost of the monthly transactions at a Toll CUSTOMER COMPETENT MANAGEMENT Station of users’ choice. SERVICE LINE DEPARTMENTS WRITTEN CALLS ANSWERS The “eway LOCAL” programs were designed to facilitate the residents of
72 AEGEAN MOTORWAY SA the areas adjacent to the motorway who use the motorway very often. The said programs are addressed to drivers of category 2 vehicles (light vehicles/ vehicles with or without trailer and height of up to 2.20m) concerning exclusively transactions made by eway transponder, at one Toll Station of the motorway, as chosen by the drivers. Protection of Customers’ Personal Data
Regarding data management and data protection, the company made sure that it has uploaded on its website the applicable legislation: “Personal data management and protection terms (article 11 of Law 2472/1997 and Regulatory Act No 1/1999 ΑΠΔΠΧ)” (http://www.aegeanmotorway.gr/ diaxeirisi-dedomenwn). Our Supply Chain
Aegean Motorway works with several suppliers aiming at fully meeting the needs of the company and providing Motorway users with a high-quality end product and service.
We operate in full compliance with the specifications of the Concession at competitive prices. We carry Agreement under the Greek and European out audits and assessments on all Laws and Regulations and, being aware of our suppliers on an annual basis. the market and technology dynamics, we ■■ Assigning part of the works to make sure that we select reliable suppliers/ external specialized partners partners who are able to support the so that we can focus more on motorway’s operation and maintenance activities that are particularly works. significant for users’ safety. The foregoing needs relate to a wide ■■ Selecting expert international variety (around 9000 code numbers) and partners, focusing only on some they are met by means of: of our main strategic activities.
■■ Closed and open tenders or direct The main suppliers of Aegean Motorway are: procurement following market research, with quotes being ■■ The Construction Joint Venture of requested for each category of new sections (obliged to procure products. This way, we succeed in materials and provide services sourcing excellent quality materials for the construction activities)
CORPORATE SOCIAL RESPONSIBILITY REPORT | Responsible Service of Customers and Suppliers 73 ■■ Contractors of other works
■■ Motorway maintenance contractors (landscaping, cleaning of parking and rest areas, snow removal and other)
■■ Suppliers of materials (fixed assets, spare parts, consumables and others)
■■ Service providers collaborating with the administrative division of the company (chartered accountants, lawyers, consultants and others)
■■ Designers Aegean Motorway contributes to the Greek economy by means of the construction works it implements as well as by its daily operation and maintenance activities.
By applying a number of Procedures we ensure transparency and meritocracy in the selection of our suppliers and we manage the flow of the procurement phases, from the demand/need, order, delivery, materials check, storing phase up to their distribution to the competent departments, all being integrated in the framework of an activated Enterprise Resource Planning system (ERP).
74 AEGEAN MOTORWAY SA CORPORATE SOCIAL RESPONSIBILITY REPORT | Responsible Service of Customers and Suppliers 75 12 Future Objectives
SECTION OBJECTIVE FOR 2016
Increase the training hours of employees by 10%. Employees Eliminate serious work accidents. Increase participation of our employees in voluntary actions.
Reinforce our support to agencies and schools that are in need. Maintain the high safety specifications with the aim of reducing the Society number of accidents. Measure the Social Impact of our Social Responsibility initiatives.
Decrease road noise by 30% in the locations where noise is in excess of Environment the permissible thresholds. Certify the measurements of pollutant emissions.
Maintain the high level of services also in conditions of increased Customers/Users demand (increased road traffic)
76 AEGEAN MOTORWAY SA
13 Boundaries and Limitations of material Aspects
BOUNDARIES BOUNDARIES Limitations Limitations MATERIAL WITHIN THE OUTSIDE THE WITHIN THE OUTSIDE THE ASPECTS ORGANIZATION ORGANIZATION ORGANIZATION ORGANIZATION
Local Aegean Motorway, Economic Community, Shareholders, - - Performance State, Banks, Employees Suppliers
Local Community, Market Presence Aegean Motorway - - State, Lenders, Suppliers
Indirect Economic Aegean Motorway Local Community - - Impacts
Local Energy Aegean Motorway Community, - - State, Agencies
Local Water Aegean Motorway Community, - - State, Agencies
Local Emissions Aegean Motorway Community, - - State, Agencies
Local Waste Aegean Motorway Community, - - State, Agencies
Local Environmental Community, Aegean Motorway - - Impacts State, Agencies, Mass Media
Local Aegean Motorway, Transports Community, - - Employees State, Agencies
Local Investing in the Community, Aegean Motorways - - Environment State, Agencies, Mass Media
Local Noise Aegean Motorway Community, - - State, Agencies
Management-Labor Aegean Motorway, - - - Communication Employees
78 AEGEAN MOTORWAY SA BOUNDARIES BOUNDARIES Limitations Limitations MATERIAL WITHIN THE OUTSIDE THE WITHIN THE OUTSIDE THE ASPECTS ORGANIZATION ORGANIZATION ORGANIZATION ORGANIZATION
Occupational Aegean Motorway, Mass Media, - - Health and Safety Employees Agencies
Education and Aegean Motorway, Training of - - - Employees Employees
Diversity Aegean Motorway, and Equal - - - Employees Opportunities
Equal Aegean Motorway, Remuneration - - - Employees Opportunities
Labor Practices Aegean Motorway, Grievance - - - Employees Mechanism
Non- Aegean Motorway, - - - discrimination Employees
Freedom of Association Aegean Motorway, - - - and Collective Employees Bargaining
Motorway users, Aegean Motorway, Security Practices Police - Fire - - Employees Brigade Service
Local Aegean Motorway, Community, Local Communities - - Employees State, Agencies, Mass Media
Motorway users, State, Agencies, Customer Health Aegean Motorway Mass Media, - - and Safety Police - Fire Brigade Service
Customer Privacy Aegean Motorway Motorway users - -
Customer Service Aegean Motorway Motorway users
CORPORATE SOCIAL RESPONSIBILITY REPORT | Boundaries and restrictions of material aspects 79 14 GRI INDEX
This Corporate Social Responsibility Report of Aegean Motorway forms the first report of our Com- pany and covers the activities we implemented in 2015. It was assessed by the Center of Sustainability and Excellence (CSE) and in line with the GRI G4 Guidelines it has been assured that the compliance level is “Core”.
INDEX OF GRI-G4 INDICATORS
IN ACCORDANCE - CORE
INDICATOR DESCRIPTION REFERENCE
Corporate Profile
Statement from the most senior decision-maker of the CEO’s Message G4-1 organization
Organizational Profile
G4-3 Corporate name Aegean Motorway S.A.
Concession Company G4-4 Primary brands, products and/or services for PATHE Motorway Maliakos-Kleidi Section
G4-5 Location and headquarters of the Organization Aegean Motorway
G4-6 Number of countries where the organization operates Site and registered seat
G4-7 Nature of ownership and legal form Aegean Motorway
G4-8 Markets served Corporate Governance
G4-9 Sizes of the Organization issuing the report Aegean Motorway
Information of workforce by category, gender, age group, Financial Statements G4-10 mobility and other differentiation indicators
Report the percentage of total employees covered by Our Employees G4-11 collective bargaining agreements
G4-12 Describe the organization’s supply chain Our Supply Chain
During the reporting Report any significant changes during the reporting period, no significant G4-13 period changes took place
80 AEGEAN MOTORWAY SA Our Policies, Report whether and how the precautionary approach or Our Commitments, G4-14 principle is addressed by the organization Our Certifications
Our Contribution to List externally developed economic, environmental and the Local Community, G4-15 social charters, principles, or other initiatives to which Participation in the organization subscribes or which it endorses Associations, Agencies, and Organizations
List memberships of associations (such as industry asso- Participation in G4-16 ciations) and national or international advocacy organiza- Associations, Agencies, tions in which the organization participate and Organizations
Identified Material Aspects and Boundaries
List all entities included in the organization’s G4-17 consolidated financial statements or equivalent Financial Statements documents
Process of Identifying Process for defining the report content G4-18 Material Aspects
List all the material Aspects identified in the process for Process of Identifying G4-19 defining report content Material Aspects
Boundaries and For each identified material Aspect, report whether the Limitations for Material G4-20 Aspect is material within the organization Aspects
Boundaries and For each identified material Aspect, report whether the Limitations for Material G4-21 Aspect is material outside of the organization Aspects
Report the effect of any restatements of information This is the first Report provided in previous reports, and the reasons for such G4-22 of Aegean Motorway restatements
Report significant changes from previous reporting peri- This is the first Report G4-23 ods in the Scope and Aspect Boundaries of Aegean Motorway
Stakeholder Engagement
Responsible G4-24 List of stakeholder groups engaged by the organization Communication with the Stakeholders
Responsible Report the basis for identification and selection of stake- Communication with G4-25 holders with whom to engage the Stakeholders
Responsible Report the organization’s approach to stakeholder en- Communication with G4-26 gagement and concerns raised by the stakeholders the Stakeholders
Responsible Report key topics and concerns that have been raised Communication with G4-27 through stakeholder engagement the Stakeholders
REPORT PROFILE
Reporting period (such as fiscal or calendar year) for 1.1.2015 - 31.12.2015 G4-28 information provided
CORPORATE SOCIAL RESPONSIBILITY REPORT | GRI Table 81 This is the first Report Date of most recent previous report (if any) G4-29 of Aegean Motorway
G4-30 Reporting cycle (such as annual, biennial) Annual
Provide the contact point for questions regarding the Contact G4-31 report or its contents
Regarding the Corpo- Report the ‘in accordance’ option the organization has rate Social Responsibili- chosen ty Report G4-32 Report the GRI Content Index for the chosen option Α GRI Index This first Report of ours Report the reference to the External Assurance Report, if has not been externally the report has been externally assured assured
For this first Report of Report the organization’s policy and current practice ours we have not sought G4-33 with regard to seeking external assurance for the report external assurance
GOVERNANCE
G4-34 Governance structure of the organization Corporate Governance
ETHICS AND INTEGRITY
Describe the organization’s mission or values, princi- Our Policies, ples, standards and norms of behavior such as codes of G4-56 conduct and codes of ethics that are applicable internally Our Commitments, and are related to the economic, environmental and so- cial performance, and their stage of implementation. Our Certifications
82 AEGEAN MOTORWAY SA SPECIFIC STANDARD DISCOSURES
MATERIAL INDICATOR DESCRIPTION REFERENCE ASPECTS
CATEGORY: ECONOMY
Economic Report the direct economic value generated G4-EC1 Financial Statements Performance and distributed
Entry level wage in the Organization (by Market Presence G4-EC5 gender) compared to the wage of local Our Employees market
Indirect Economic Significant indirect economic impact of the G4-EC8 Financial Statements Impacts organization and extent of impacts
CATEGORY: ENVIRONMENT
Our Carbon Footprint Energy consumption within the Energy G4-EN3 and Actions for its organization Reduction
Water G4-EN8 Total water withdrawal by source Our Water Footprint
Our Carbon Print Emissions G4-EN18 Greenhouse gas emissions intensity and Actions for its Reduction
Management of our Waste G4-EN23 Total weight of waste by type Waste
Our Carbon Footprint and Actions for its Reduction, Extent of impact mitigation of Environmental Protection of Animals G4-EN27 environmental impacts of products and Impacts on the Motorway, services Landscaping, Natural Restoration of Vegetation
Significant environmental impacts Our Carbon Footprint of transporting materials for the Transports G4-EN30 and Actions for its organization’s operations, and transporting Reduction members of the workforce
Our Contribution Investing in the Total environmental protection to the Protection G4-EN31 Environment expenditures and investments by type and Preservation of Environment
CATEGORY: SOCIETY
Labor- Minimum notice periods regarding Management G4-LA4 operational changes, including whether Our Employees Communication these are specified in collective agreements
Occupational Rates of injury, occupational diseases, lost Occupational Health G4-LA6 Health and Safety days, and absenteeism and Safety
CORPORATE SOCIAL RESPONSIBILITY REPORT | GRI Table 83 Employees’ Training and Average hours of training per year per Education and G4-LA9 Development of our employee by gender Training Employees
Diversity Breakdown of employees per employee and Equal G4-LA12 category according to gender, age group, Our Employees Opportunities and other indicators.
Equal Ratio of basic salary and remuneration of Remuneration G4-LA13 Our Employees women to men by employee category Opportunities
During the reporting Labor Practices Number of grievances about labor practices period no grievances Grievance G4-LA16 filed, addressed, and resolved through about labor practices Mechanism formal grievance mechanisms were filed
During the reporting Non- Total number of incidents of discrimination period no incidents of G4-HR3 discrimination and corrective actions taken discrimination were reported
During the reporting period there were no Operations and suppliers identified in operations and suppliers Freedom of which the right to exercise freedom of identified in which Association G4-HR4 association and collective bargaining the right to exercise and Collective may be violated or at significant risk, and freedom of association Bargaining measures taken to support these rights and collective bargaining was violated or at significant risk
The security of the facilities has been assigned to a subcontractor, who, under the relevant agreement, is Percentage of security personnel trained in obligated to observe Security Practices G4-HR7 the organization’s human rights policies or the policies of our procedures that are relevant to operations Company, which reserves the right to carry out audits regarding fulfillment of the subcontractor’s obligations.
Operations with significant actual and Local G4-SO2 potential negative impacts on local Noise Communities communities
During the reporting period there were no incidents of Total number of incidents of non- non-compliance Customer Health compliance with regulations and voluntary G4-PR2 with regulations and Safety codes concerning the health and safety and voluntary codes impacts of services concerning the health and safety impacts of services
During the reporting period there were no Total number of substantiated complaints complaints regarding Customer Privacy G4-PR8 regarding breaches of customer privacy breaches of customer and losses of customer data privacy and losses of customer data
84 AEGEAN MOTORWAY SA This Corporate Social Responsibility Report was conducted with the cooperation of CSE
Graphic Design PEAK ADVERTISING We replaced/ enriched the central median of the motorway with 7,000 plants and we recycled tons of waste We made prompt and 77.51 coordinated interventions in 15,000 We trained incidents on the motorway 60% of our employees
1,200 We fully undertook students the cost of the toll cards for the and 400 teachers of Larissa Prefecture DISABLED participated in our action “Promoting the correct We fully restored the Biological road behavior, investing Treatment System in in road safety” Skopelos, whilst we maintained, repaired, and procured with new equipment the Health Center in Skopelos.
86 AEGEAN MOTORWAY SA