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Annual Report Sustainability Annual report Sustainability 2013 Annual report Sustainability 2013 SUSTAINABILITY REPORT PRESENTATION 1 ENDESA ANNUAL REPORT 2013 Huinco2 hydroelectric plant (Peru) Contents Presentation 4 ENDESA, a leading group in the global electricity market 11 Our customers: guarantee of quality, security and efficiency 45 People: commitment to diversity and talent development 77 Good governance and transparency: commitment to good governance and ethical behaviour 109 Our shareholders and investors: commitment to creating value and returns 125 Commitment to protecting the environment 137 Innovation: commitment to efficiency 165 Our partners: commitment to our partners 187 Combating climate change: responding to the challenges and opportunities of climate change 203 Establishing ties with local communities: strengthening ties with local communities and the Company's legitimacy in the areas where it operates 227 Appendices 255 Appendix I. ENDESA, committed to reporting on sustainability 256 Appendix II. Independent review report 258 Appendix III. GRI Application Level Check Statement 260 Appendix IV. GRI content 261 Appendix V. Other GRI indicators 278 SUSTAINABILITY REPORT Presentation Borja Prado Eulate Chairman of ENDESA The 2013 Sustainability Report, designed to inform stake- tally-sustainable energy for the fulfilment of its mission and holders on the Company’s sustainability performance in the long-term development of its businesses. The Sustain- 2013, forms part of ENDESA’s commitment to sustainable ability Plan contains a total of 71 monitoring indicators, of development and transparency. The commitment to sustain- which 50 form part of the Sustainability Scorecard reported able development begins with senior management and ex- to senior management every six months. tends to every part of the Company and all employees. The 2008-2012 Sustainability Plan carried out over the past few The 2013 Sustainability Report has been prepared in accord- years was renewed and extended in 2013 for its natural in- ance with version G3.1 of the Global Reporting Initiative (GRI) clusion in the Enel Group Sustainability Plan. The 2008-2012 and has been verified by an independent external body. The Sustainability Plan carried out over the past few years was report is complemented by the specific GRI Electric Utilities renewed and extended in 2013 for its natural inclusion in the Sector Supplement and the principles of AA1000 APS (2008) Enel Group Sustainability Plan. and the Global Compact. The Sustainability Plan reflects ENDESA's firm commitment In ENDESA's sustainability management model, the concept to economic and social development through investment in of sustainability forms part of the principles of the Global productive activities geared towards ensuring environmen- Compact and is an integral part of the Company's manage- 4 ENDESA ANNUAL REPORT 2013 ment strategy, from the definition of its mission, vision and ENDESA has an ongoing commitment to respect and protect values to the individual objectives set for senior managers human rights. This commitment is reflected in the Compa- and other employees whose salaries are determined to some ny's mission, vision and values, evidenced in its adherence to degree by achieving management objectives. the UNGC. In 2013, within the scope of an initiative adopted throughout the Enel Group, ENDESA's Board of Directors ap- ENDESA's commitment to transparency is underscored by proved the Company's Human Rights Policy. This policy was the publication of 13 Sustainability Reports. The Company presented to and approved by the boards of directors of the believes that responsible conduct, accountability and sus- various subsidiaries. ENDESA's Human Rights Policy sets out tainability management are all essential to give legitimacy to the Company's commitment and responsibilities in relation our actions in the communities where we operate. to human rights in general, and those applicable to the busi- ness activities and corporate operations carried out by com- In 2013, ENDESA publicly renewed its commitment to the im- pany employees in particular. plementation, disclosure and promotion of the United Na- tions Global Compact (UNGC). Since adhering to the UNGC Approval of the policy marks a step forward in ENDESA's in 2012, the Company has endeavoured to embrace the ten longstanding commitment to principles of sustainable de- universally accepted principles in the areas of human rights, velopment. Year after year, this commitment poses new chal- labour, environment and anti-corruption in its operations lenges that the Company is willing to tackle decisively and and strategy. We are actively committed to this international transparently. initiative through our memberships to national and regional networks by adhering to various existing global initiatives under the UNGC framework. The information contained in the Sustainability Report describes the actions carried out by the Company to ensure that it upholds the ten principles in its businesses and promotes and disseminates them among Borja Prado Eulate its stakeholders. Chairman SUSTAINABILITY REPORT PRESENTATION 5 Presentation Each year, through its Sustainability Report, ENDESA pro- vides stakeholders detailed information of the activities un- dertaken by the Company in relation to sustainable develop- ment over the past year. It is just one of many expressions of transparency reflecting our conviction that a commitment to society is a key ingredient to the Company's long-term suc- cess; a commitment that does not just complement our busi- ness, but that is a core element of our business. Our objective is to create value and wealth for the commu- nity by providing a basic service that is both accessible and of quality, and to do so while protecting the environment and meeting the needs of the societies and communities in which we operate. In this way, we attempt to combine our financial, social and environmental commitment in a global, integrated effort. Admittedly, we are not the only Spanish company adopting a triple bottom line approach to sustainable development. However, at the risk of sounding pretentious, we were cer- tainly one of the first and one of the companies that has aligned its business model and management philosophy with principles of sustainability most clearly and decisively. This has resulted in the systematic control of compliance Andrea Brentano with sustainability targets, just as with any other perfor- CEO of ENDESA mance measure. ENDESA's sustainable development strategy is outlined in the Dow Jones Sustainability Index (DJSI), marking its 13th the 2008-2012 Sustainability Plan, which was rolled over in straight year in the index. 2013 for a smooth and seamless alignment with the objec- tives of the Enel Group Sustainability Plan. Our performance is discussed throughout the report, but I would first like to point out what I consider to be the mile- The Sustainability Report discusses the progress made in stones in the year. executing the Sustainability Plan in terms of the Company's seven commitments to sustainable development. These are our commitments to our people, our customers, our inves- tors, good governance and transparency, the environment, Health, safety and development of our technology and innovation, and our partners. The Plan is employees and partners also designed to address two strategic challenges: combat- ing climate change and strengthening ties with local com- munities in the countries and territories where ENDESA op- The health and safety of our employees and partners at work erates. In 2013, ENDESA achieved its highest score ever in is a top priority. This is evident in our "zero accident" objec- 6 ENDESA ANNUAL REPORT 2013 tive. «cero accidentes». We are continuously developing oc- new billing models and quicker customer perception meas- cupational health and safety (OHS) initiatives as part of our urement systems. The main results included an 8% increase 2011-2015 Safety Plan, which forms an integral part of the in overall satisfaction with the telephone channel in the mass Enel Group's OHS strategy. Thanks to this joint endeavour, market, a 100% increase in the number of existing e-billing ENDESA managed to lower the injury rate of its employees contracts, a 10% increase in overall satisfaction among busi- and contractors by 16% in 2013. ness customers of the complaints process and a 5% improve- ment in overall satisfaction with meter reading and billing in the mass market. At the same time, Ampla, one of our two Moreover, based on the results of the Enel Group's Working Brazilian distributors, was voted the top electricity utility in Climate Survey conducted at the end of 2012, we drew up an customer service according to the Exame IBRC 2013 Custom- action plan comprising more than 2,000 initiatives designed er Service Ranking. to leverage our strengths in this respect to address the areas of improvement identified. Meanwhile, ENDESA remains firmly committed to princi- Creating value and profitability ples of gender equality and non-discrimination, as well as to achieving a work-life balance. To illustrate, in 2013, ENDESA achieved an EBITDA of Euros 6,720 million in 2013, for the third consecutive year, ENDESA was awarded the down 4% from the year before. The decrease was mostly "Equality in the Workplace" seal by the Spanish Ministry of caused by the tax and regulatory measures applied in Spain Health, Social Services and Equality, making it part of the in 2012 and 2013, which combined had a negative impact network of companies with this recognition. ENDESA is also on EBITDA of Euros 1,329 million in 2013. However, this was certified as a "Family-Friendly Company" by Fundación Mas partly offset by the huge efforts made to optimise costs and Familia and in 2013 passed the maintenance review of its investments, in addition to the range of operating improve- business model, achieving a higher score and being raised ments made. to the "proactive plus" category. We also have this certifica- tion in Chile, while in Colombia we passed the related main- The Company regularly reports on its economic and finan- tenance audit.
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