Corporate Responsibility Report 2011 Sustainability in the Global Eye

Corporate Responsibility Report 2 011 Content

About this report 2

Sustainability in the global eye – Comment from the Chairman of the Board and the CEO 3

Tele2 at a glance 4

Making Corporate Responsibility a part of everyday business 6

Focusing on essentials 8

Customer loyalty, safety and integrity 10

A great place to work 12

Socioeconomic impact 14

Community involvement 15

Environmentally sustainable business 16

GRI index 18

Abbreviations 19

About this report

This is Tele2’s second Corporate Responsibility report in accordance with the Global Reporting Initiative (GRI) and the fourth in all. It is made in accordance with G3.1 guidelines and our self-declared level of application is C. Tele2 will continue to report in accordance with the GRI guidelines annually.

The report summarises the company’s 2011 This report covers all of Tele2’s operations, report for the first time. In order to focus our Corporate Responsibility (CR) performance except outsourced operations, leased facili- data gathering on more material indicators, and focuses on issues considered to be ties, subsidiaries and joint ventures, unless the PR3 indicator reported on in the 2010 CR most material regarding Tele2’s economic, otherwise stated. Data in this report refers report has been excluded. When informa- social and environmental performance. The to the fiscal year 2011, unless otherwise tion has been included from previous year’s report is structured according to the follow- stated. Since Tele2’s acquisition of its opera- reports this is clearly stated in the text. ing areas: focusing on essentials, customer tions in Kazakhstan was finalised in March Tele2’s sustainability reports, annual loyalty, safety and integrity, a great place 2010, there is no comparative data for 2010 reports and other financial information can to work, socioeconomic impact, community included (with the exception of the financial be found at www.tele2.com. involvement and environmentally sustain- indicator EC1), since the numbers would not able business. For more information on how cover the whole year. For the indicator SO2 these areas were identified, see pages 8 and there is no comparative data for 2010, since 9 “Focusing on essentials”. the indicator is introduced in this year’s

2 Tele2 Corporate Responsibility Report 2011 Sustainability in the global eye

Sustainability has become a major area of focus across the telecom sector during 2011. The means of mobile communication have proved to be of great democratic importance when it comes to freedom of speech and bridging the digital divide.

Cooperation on growth Roundtable, as a part of the ICT sector’s on- strategic perspective and the organisation’s markets going dialogues to update the Guidelines for operational everyday work. Issues of democracy pose Multinational Enterprises. We believe that challenges especially in we can contribute to the process of dimin- Recognition for our CR work growth markets, Tele2’s ishing the digital divide and strengthening I am also glad that the organisation’s efforts main expansion area. freedom on the Internet in growth markets. within the CR area have not gone unno- This subject is too com- ticed. During the year, Tele2 received a plex for any company to New CR Advisory Group notable ranking in both the Carbon Disclo- address alone; therefore we have initiated To further develop CR as one of the key stra- sure Project and the Responsible Business and participated in dialogues with our com- tegic areas, the Board of Directors introduced index published by Folksam. Tele2 was petitors, trade organisations and relevant a CR Advisory Group in the beginning of also one of the companies highlighted in NGOs. The aim of the dialogues is to estab- the year. The group consists of three Board the Sustainable Value Creation Initiative lish common strategies on how to handle Members: Mr John Shakeshaft, Mr Lars Berg due to the rapid progression of our compa- those complex issues. We believe that coop- and Mrs Mia Brunell Livfors, the latter also ny’s CR work. eration is essential for all of us, if we are to be being the Head of the Advisory Group. The able to act responsibly in these markets. We advisory group’s responsibilities are to pre- are also proud to have been invited to partic- pare CR issues for the Board and to maintain Mike Parton ipate in the OECD Corporate Responsibility a continuous contact between the Board’s Chairman of the Board

With the telecom industry rapidly changing, it is more important than ever to maintain high ethical standards and stakeholder trust. For us at Tele2, 2011 was a year characterised by the continued implementation of our extensive CR programme.

Hands-on actions value chain. As of 31 December, 92 percent secure and private services is critical to In 2011, our focus shifted of Tele2’s employees and 84 percent of our maintaining our customers’ trust. The leg- from establishing pol- largest suppliers had signed the Code. The islation in the context is partly conflicting icies and guidelines to implementation of the Code required more between the countries in which we oper- determining strategies resources than anticipated. As a conse- ate. Therefore, we have established a new and hands-on actions quence, the short term goal of increasing working group that will monitor develop- and implementing rou- awareness of CR issues within the organisa- ments in legislation and other relevant areas tines for the follow-up on tion through providing a basic CR training and pursue the harmonisation of our corpo- set targets. We took yet another step towards for all employees was not met. In order to rate guidelines. integrating CR issues throughout our organ- have the necessary resources to prepare isation and reaching our goals. Tele2’s quality training, we postponed this goal Looking ahead new CR strategy establishes the division of until the second half of 2012. Going forward, the importance of sustain- responsibilities and mandates within the Read more about our goals and achieve- ability issues will only continue to grow. company and gives all employees clear guid- ments during the year on page 9. Customers, employees and other stake- ance on how CR issues should be handled. holders will place greater demands on Our challenges companies to take responsibility for their Reaching our goals Supply chain follow-up is one of our main impact on their surroundings. At Tele2, we In 2010, we defined a number of short, mid- challenges. Besides the implementation of will continue to stand strong in providing dle and long term CR goals. I am pleased to our Code of Conduct, we have also provided accessibility and offer our customers what see that we have reached many of our short CR training for all management and pur- they need, for less – while accepting wide term goals during 2011 and that we are well chasing staff during the year. In 2012, focus responsibility across our footprint. on track with our mid and long term goals. will shift to following up on our suppliers’ One of our primary short term goals was compliance with the standards of the Code. Mats Granryd to implement the Code of Conduct in our Safeguarding personal integrity through President and Chief Executive Officer

Tele2 Corporate Responsibility Report 2011 3 Tele2 at a glance

Tele2 provides residential and business customers with products and services in mobile telephony, complemented in some countries with fi xed telephony and fi xed broadband. With over 7,000 employees and 34 million customers, Tele2 is one of Europe’s leading telecom operators.

Corporate Responsibility continued to grow with good profi tabil- Direct economic value – our core business ity during 2011, with net sales in excess of generated and distributed Communication is a fundamental element SEK 40 billion. Total assets amounted to in our society and plays an important role in SEK 46,509 (40,369) million, with equities SEK million 2011 2010 people’s lives. Today, telecom services fulfi ll of SEK 21,452 (28,875) million and liabili- Direct economic value generated core needs of individual consumers as well ties SEK 25,057 (11,494) million. as businesses all over the world. Mobile Our capital investments in telecommu- a) Revenues 40,987 40,375 communication has also proved to be of nications network infrastructure totalled Economic value distributed great democratic importance to freedom SEK 3,941 (2,655) million. In the map on the b) Operating costs -26,238 -26,164 of speech and bridging the digital divide. opposite page, the fi gures are broken down c) Employee wages and benefi ts -3,763 -3,408 Hence sustainability is at the very core of by country. Tele2’s business. Tele2’s direct economic value generated d) Payments to providers of -12,354 -2,936 capital In addition to that, our services bring social and distributed is stated in the table to the and economic benefi ts to societies by improv- right. The table shows the fl ow of capital e) Payments to governments ing infrastructure and offer possibilities for among stakeholders, the major economic Sweden -1,508 -1,349 individuals and organisations to reduce their impacts of Tele2 throughout society and the Norway -177 -190 environmental impact by replacing physical contribution to sustainability in economic Russia -1,834 -1,176 products and travels with information and systems. communication technology (ICT) solutions. Estonia -86 -96 Our shareholders Lithuania -192 -228 The Best Deal Tele2 AB has been listed on the NAS- Latvia -154 -205 Our mission is to always provide the Best DAQ OMX Nordic Exchange since 1996 and Croatia -79 -73 Deal to customers, employees and share- the company’s headquarter is located in holders. In order to fulfi ll our mission, it is Stockholm, Sweden. The fi fteen largest Kazakhstan -110 -71 essential for Tele2 to build sound, sustain- shareholders on December 31 held shares Netherlands -713 -683 able relationships. corresponding to 51 percent of the capital Germany -101 -196 and 62 percent of the voting rights, of which Austria -143 -155 Being the Challenger Investment AB Kinnevik owns 30 percent Tele2 has grown fast since its start in 1986. of the capital and 47 percent of the voting Other -108 -114 The company currently has operations in rights. No other shareholder owns, directly f) Community investments -10 -6 eleven countries, divided into four market or indirectly, more than ten percent of the Economic value retained -6,583 3,325 areas: shares in Tele2. • Nordic – Sweden and Norway • Western Europe – The Netherlands, Austria and Germany Brands • Central Europe and Eurasia – Estonia,

Latvia, Lithuania, Croatia and Kazakhstan Main brand • Russia During the year, we have received six new GSM licenses, in Russia. We consider this a step in the right direction towards mak- Consumer facing ing our Best Deal proposition available to an even larger number of consumers and businesses. In Russia and Eurasia, we have the ambition to continue our expansion, thus Business facing contributing to bridging the digital divide.

Economic footprint Жұмыс үшін We pride ourselves in always offering price leading and easy-to-use communication services with expected quality. This pronto has proven to be a recipe for success. Tele2 das einfach-schneller-netz! Жұмыс үшін Для дела 4 Tele2 Corporate Responsibility Report 2011 Tele2 Market areas

Tele2 Estonia Number of customers: 498,000 Net sales: SEK 839 million Network investment: SEK 76 million Tele2 Sweden Number of customers: 4,742,000 Tele2 Latvia Net sales: SEK 12,398 million Network investment: SEK 433 million Number of customers: 1,019,000 Net sales: SEK 1,094 million Network investment: SEK 88 million Tele2 Norway Number of customers: 1,158,000 Tele2 Lithuania Net sales: SEK 3,245 million Network investment: SEK 133 million Number of customers: 1,723,000 Net sales: SEK 1,254 million Network investment: SEK 112 million

Tele2 Netherlands Tele2 Croatia Number of customers: 984,000 Number of customers: 710,000 Net sales: SEK 5,823 million Net sales: SEK 1,301 million Network investment: SEK 322 million Network investment: SEK 90 million

Tele2 Germany Kazakhstan Number of customers: 980,000 Number of customers: 1,371,000 Net sales: SEK 1,096 million Net sales: SEK 346 million Network investment: SEK 0 million Network investment: SEK 758 million

Tele2 Austria Number of customers: 365,000 Net sales: SEK 1,377 million Network investment: SEK 39 million Tele2 Russia Number of customers: 20,636,000 Net sales: SEK 11,463 million Network investment: SEK 1,890 million

Number and percentage of standalone sites, shared sites and sites on existing structures

Stand alone sites Shared sites Sites on existing structure Total

Sweden 1,084 (1,014) 2,778 (2,668) 2,101 (2,223) 5,963 (5,905) Russia 2,275 (1,800) 837 (300) 6,718 (6,120) 9,830 (8,220) Estonia 199 (193) 91 (84) 408 (396) 698 (673) Latvia 310 (289) 113 (98) 442 (303) 865 (690) Lithuania 208 (187) 118 (89) 532 (460) 858 (736) Croatia 137 (112) 225 (202) 467 (435) 829 (749) Norway 25 (3) 125 (0) 940 (14) 1,090 (17) Kazakhstan 40 (0) 540 (0) 1,290 (0) 1,870 (0) Netherlands 111 (116) 0 (0) 2,587 (1,527) 2,698 (1,643) Austria 49 (49) 3 (3) 358 (295) 410 (347) Germany 0 (0) 0 (0) 5 (42) 5 (42) Total 4,438 4,830 15,848 25,116 Percentage 18% 19% 63% 100%

Tele2 Corporate Responsibility Report 2011 5 Making Corporate Responsibility a part of everyday business

Successful governance is key to making Corporate Responsibility a part of everyday business. This includes well-communicated policies and guidelines as well as a clear division of responsibilities and mandates.

Policies by the committee when proposing Board The Remuneration Committee’s work The UN Global Compact’s ten principles members. includes recommending to the Board aspects constitute the basis of Tele2’s Code of Con- All shareholders, including minorities, can of remuneration and terms of employment for duct, which is the core CR policy. The Code exercise their voting rights at the highest the Leadership Team. The remunerations are of Conduct, adopted by the Board of Direc- decision making body, the Annual General based on a wide range of criteria, both finan- tors in 2010, applies not only to the company Meeting. During the AGM, the sharehold- cial and non-financial. itself, but also to suppliers and other parties ers elect the Board of Directors, the auditors The Audit Committee has the primary task representing Tele2. and vote on other key issues presented by of assisting the Board in its supervision and The Code of Conduct and subordinate poli- the Board. The AGM also provides all share- review of the internal and external audit cies such as the Environmental policy and the holders with an opportunity to express their process and of reviewing and ensuring the Whistle-blower policy are available on the opinions in regards to Tele2’s CR work. quality of the company’s external financial company intranet and on www.tele2.com. The Board of Directors is the highest reporting. Furthermore, the Audit Commit- governing body responsible for Tele2’s tee supervises the internal control functions A new CR strategy CR performance. The Board consists of the company. A new CR strategy has been developed of eight members out of which two are The auditors are elected by the share- to facilitate the integration of CR issues women. Three of the Directors of the holders at the AGM. The auditors revise the throughout the organisation, i.e. making Board, Cristina Stenbeck, Mia Brunell financial statements. it part of everyday business. The strat- Livfors and Erik Mitteregger, are considered The Leadership Team, consisting of eleven egy gives clear guidance on how the CR dependent. The Chairman of the Board, members, is the highest operational body issues will be handled and on the division Mike Parton, is independent. The Board of responsible for Tele2’s CR work. of responsibilities within the company and Directors as a whole assesses Tele2’s sus- The Head of Corporate Responsibility is mandates. tainability performance whenever needed, responsible for coordinating the CR work however at a minimum once a year. within Tele2, including proposing overarch- Governance structure The CR Advisory Group was introduced ing strategies and policies, developing focus The governance structure of Tele2 is illus- by the Board of Directors in the beginning areas, goals and the CR action plan, fol- trated on the opposite page. The responsi- of 2011 to support the Board on Corporate lowing up performance and presenting the bility and mandate of each unit is explained Responsibility topics. The group consists results to the Leadership Team. in the text below. of three Board members: John Shakeshaft, Business Units within Tele2 are respon- The Nomination Committee consists of Lars Berg and Mia Brunell Livfors, the lat- sible for implementing the CR action plan the three largest shareholders. The com- ter also being the Head of the CR Advisory in order to reach set goals and to reporting mittee is responsible for proposing Board Group. Mats Granryd, Tele2’s CEO, is affili- the results to the Head of CR. Working in members, the Chairman of the Board as ated to the CR Advisory Group. The group this way enables each Tele2 employee to well as remuneration to Board members held two meetings during 2011 and dealt contribute to the overarching goals in their and auditors to the Annual General Meet- with issues such as the Code of Conduct, everyday work. ing (AGM). Knowledge of CR issues is one supply chain follow-up and the new CR of the parameters taken into consideration strategy.

6 Tele2 Corporate Responsibility Report 2011 CR Governance in Tele2

Proposals Elections for Board External Auditors Shareholders AGM Nomination Committee Information Evaluation Election

Audit Committee, Remuneration Board of Directors Charters Committee & CR Advisory Group Reports

Strategies & Plans Reporting Reporting Reporting

President & CEO Internal Audit Leadership Team

Policies and Internal Head of Corporate Responsibility Reporting Reporting Steering Documents

Business Units

Board of Directors and Leadership Team divided by gender and age

Number Percentage

Total Men Women <30 30–50 >50 Men Women <30 30–50 >50

Nomination Committee 3 1 2 0 1 2 33% 67% 0% 33% 67% Board of Directors 8 6 2 0 3 5 75% 25% 0% 38% 62% Audit Committee 4 4 0 0 1 3 100% 0% 0% 25% 75% Remuneration Committee 4 3 1 0 2 2 75% 25% 0% 50% 50% CR Advisory Group 3 2 1 0 1 2 67% 33% 0% 33% 67% Leadership Team 11 10 1 0 9 2 91% 9% 0% 82% 18%

Tele2 Corporate Responsibility Report 2011 7 Focusing on essentials

The priorities made and actions taken within the CR area are based on the results of the Materiality Analysis and verified in the Stake- holder Dialogues.

Materiality Analysis Most important issues for Tele2 to Execution of During 2011, the Leadership Team and the focus on, external responses Stakeholder Dialogues Head of CR have reviewed the Material- ity Analysis. Two other aspects, CR training Important issues Actions taken 2011 Stakeholder Group Execution and Customer satisfaction, were added to Anti-corruption √ Anti-corruption training Private customers √ Customer Satisfaction survey the ten aspects already identified as being of significant importance internally as well Customer Integrity √ Member of the Telecom Management and √ CR survey industry dialogue, Formed key functions as externally in 2010. There has also been a an internal workgroup – Analysts and Investors √ ESG survey & CR survey shift in some of the ten aspects identified in Customer Integrity and Privacy Suppliers √ CR survey, 2010, where for example Freedom of speech Working Conditions √ Initiated work on supply chain Announced site visit has become more important. The results management Shareholders (owners) √ CR survey of the review are shown in the diagram on Environment √ Improved methods for calcu- page 9. lating energy consumption NGOs √ CR survey and CO -emissions 2 Employees √ Employee survey Reviewing the stakeholder mapping Regular Communication √ ESG KPI’s in the GRI report, During the year, we have reviewed the CR blog, CR website stakeholder mapping performed in 2010. Equality √ Gender & Diversity policy Neither additional stakeholders nor new areas of interest were identified. Tele2’s stakeholder groups remain the same, as it relates to freedom of expression and pri- for privacy and freedom of expression. It is illustrated in the figure below. vacy. Tele2 has therefore, together with a very early days in the process so the spe- number of other telecommunications oper- cific deliverables and timelines are still to Participating in the Industry Dialogue ators and vendors, started to work together be developed. The participants are seeking Tele2 considers the UN Guiding Principles to address these issues jointly. An Industry input, ideas and feedback from a wide range on Business and Human Rights, endorsed Dialogue was initiated during the summer of stakeholders at these very early stages of in June 2011, a significant milestone bring- of 2011, which is to explore the interaction the dialogue to ensure that its work is built ing clarity as to governments’ duty to and boundaries between the duty to pro- on a good understanding of stakeholder protect human rights and the responsibil- tect and the responsibility to respect human expectations, rather than on industry princi- ity of companies to respect human rights. rights. The participating companies want ples developed in isolation. Tele2, together with other stakeholders, will to develop and provide – jointly – broadly now need to define how the UN principles accepted principles, tools and due dili- Holding Stakeholder Dialogues using should be applied in our sector, especially as gence mechanisms to ensure the respect AA1000SES Stakeholder dialogues are of great importance for Tele2’s CR work. It allows us to Identified stakeholder groups The AA1000 Principles not only verify our priorities and maintain high transparency, but also to learn from each stakeholder group. The Stake- holder Dialogue survey was performed with the assistance of an external third Customers party guided by the AA1000 Stakeholder

Leadership Engagement Standard, which is an interna- Employees Team & Key Materiality tionally renowned standard. The AA1000 functions framework is based on the principles of

Inclusivity, Materiality, Completeness and

Responsiveness. The AA1000 series are Inclusivity NGOs Analysts & aligned with initiatives such as the Global Investors Accounting for stakeholders’ Compact, Global Reporting Initiative (GRI) as aspirations well as EFFAS’s environmental, social and and needs governance (ESG) indicators. Share- Suppliers holders Responsiveness Completeness

8 Tele2 Corporate Responsibility Report 2011 Results from Stakeholder Dialogues Identified aspects of significant importance within Tele2’s sphere of influence Tele2’s Stakeholder Dialogues have been performed through surveys, site visits, multi-stakeholder meetings and one-to-one High A Supply chain management meetings, all with specific focus on CR. More k D I of telecommunication information on the execution and results of devices the Stakeholder Dialogues can be found in B Transparent economic flows l B the table to the right. C Energy consumption & a F reduction of CO2-emissions Responding to stakeholder views J C D Freedom of speech Tele2 has taken stakeholders’ views into H G account when planning the work. For E CR training example, Tele2 has included new ESG E F Waste management indicators in this report as a response to G Equality requests put forward by analysts during last year’s dialogue. Regular commu- H Multinational business nication was one of the areas where culture stakeholders thought Tele2 could make the Significant importance from society’s point of view I Anti- corruption biggest improvement. Therefore, besides J Transparency regarding publishing our first GRI report last year, we licenses launched a new CR website in April. We K Customer integrity have also expanded this year’s report to include additional indicators. L Customer satisfaction Low High Goals Relevant and Controllable according to Tele2 The CR goals are based on Tele2’s long CR goals term vision, identified risks and opportunities as well as the aspects derived from Start year End year Progress the Materiality Analysis and the Stake- Short term holder Dialogues. To reaffirm the CR areas of Update governance documents and sustainability reporting 2010 ongoing £ greatest impact, the extensive risk analysis Gain control over greenhouse gases focus on CO -emissions 2010 ongoing £ performed during 2010 has been reviewed 2 during the year. Screen and improve anti-corruption system (focus on Russia and Kazakhstan) 2010 ongoing £ To ensure continuous work on CR, we Provide CR training for management and purchasing staff 2010 2011 ü have set long, middle and short term goals. Identify and manage value chain problems 2010 ongoing £ The base year for most CR goals is 2010, but some new goals have been introduced Further develop Tele2's work on diversity and equality 2010 ongoing £ during 2011. The goals are presented in the Implement governance and strategy for community involvement 2011 ongoing £ table to the right, together with the timeline E-learning program on CR for employees 2012 ¤ and progress made. Mid term Ensure that Tele2 is seen as a strong CR brand in the Telecom sector 2010 2012 ¢ Further develop an anti-corruption strategy 2010 2012 ¢ Reduce business risks through CR 2010 2012 ¢ Long term Maintain anti-corruption system with sector partners 2010 2013 ¢ Map ICT regulation and legislation related to CR 2010 2013 ¢ Gain market and new customers through CR 2010 2013 ¢

£Positive progress ¢ Ongoing progress ¤ Delayed progress ü Achieved target

Tele2 Corporate Responsibility Report 2011 9 Customer loyalty, safety and integrity

It is essential for Tele2 to gain and retain its customers’ loyalty and trust. Therefore, top priorities include knowing and meeting customers’ expectations as well as ensuring customer safety and integrity.

Listening to our customers including the company’s products and ser- as soon as the electrical device is turned off, Listening to customers is a fundamental pre- vices, we perform a yearly customer survey. so is the electromagnetic field. requisite for Tele2’s continuous growth and The Net Promoter Score (NPS) is a customer Ensuring product and service safety is development. To ensure that we always loyalty metric. The score is obtained by ask- important to Tele2. We follow both Swed- know how our customers perceive Tele2, ing mobile customers the question “How ish and internationally accepted guidelines likely is it that you would recommend our and norms within the area of electromag- Net Promoter Score company to a friend or colleague?”. The netic fields. Hence the company follows rating scale goes from 0 to 10, where 10 rep- the recommendation of the Swedish Subscription Result resents “extremely likely” and 0 represents Radiation Safety Authority (SRSA), the EU’s Country type Q4 2011 Trend “not at all likely”. The Netherlands, Kazakh- recommendation 1999/519/EG with the Russia Prepaid 40.7 ¢ stan, Austria and Germany are not included complementary Guidelines of The Interna- in the NPS results. The two first are yet to be tional Commission for NonIonizing Radiation ¤ Sweden Prepaid 17.3 introduced to the NPS system and the lat- Protection (ICNIRP) and the recommenda- Postpaid -0.7 ¤ ter two do not have mobile operations. The tions of WHO (World Health Organisation). Estonia Prepaid 25.8 ¤ table to the left shows the Net Promoter Tele2 also measures, on a regular basis, the Score survey result for the fourth quarter radio wave signals emitted in the networks Postpaid 28.0 ¤ 2011 compared to the third quarter. to ensure that the accepted guidelines and Latvia Prepaid 38.7 £ norms are met. On average, the radio wave Postpaid 28.6 £ Customer Safety signal is 100 to a 1,000 times lower than the

Lithuania Prepaid 49.2 ¤ Electromagnetic fields are constantly pre- limit value. sent, for example around electric devices The SRSA estimates that there are no Postpaid 32.1 £ such as mobile phones. Mobile phones adverse health risks of exposure from base Croatia Prepaid and postpaid 30.1 ¤ transmit radio waves and create electro- stations for mobile telephony, wireless Norway Prepaid and postpaid 15.7 £ magnetic fields as they communicate with networking or similar transmitters. During base stations. The strength of the radio the year, research from the World Health Explanations wave depends on the specific mobile phone, Organization led the SRSA to confirm that Result Q4 2011 Based on their responses, customers are categorised into one of as well as its distance to the base station. heavy use of mobile phones can potentially three groups: Promoters (9–10 rating), Passives (7–8 rating) and Wireless technologies are used for both affect the risk of cancer but it is not consid- Detractors (0–6 rating). The percentage of Detractors is then sub- phones and networks. The common denom- ered likely. Pending further knowledge, the tracted from the percentage of Promoters to obtain a Net Promoter Score. NPS can be as low as -100 (everybody is a detractor) or as inator to all wireless technologies is that SRSA advocates some caution in the use of high as +100 (everybody is a promoter). they send a weak signal, which decreases mobile phones, such as the use of hands-

Trend with distance. The stronger the electricity, free devices. The SRSA also highlights that Development compared to previous quarter. the stronger the electromagnetic field; some uncertainties remain about the long

10 Tele2 Corporate Responsibility Report 2011 term health risks for children and their use Number of complaints regarding Tele2’s Abuse Group in Sweden works of mobile phones. breaches of customer privacy actively against fraud and abuse. Tele2 also has a dialogue with the Swedish Customer integrity and privacy 2011 2010 Media Council, a governmental committee Tele2 manages large amounts of personal Complaints regarding breaches of 33 50 of inquiry, which studies the interaction data in its operations. Processing and stor- customer privacy of children and young people with differ- ing personal data presents significant Complaints received from outside 13 39 ent media. The aim of the Swedish Media privacy and data protection challenges. parties and substantiated by Tele2 Council is to reduce the risks of harm- Customers must be able to trust Tele2 to Complaints received from 8 60 ful effects of media. The Council covers all only collect, store and use its customers’ regulatory bodies moving image media, i.e. the Internet, film, personal information for defined busi- Identified leaks of information 0 0 television, computer and video games. ness purposes and not disclose customers’ Thefts 0 0 personal information. Therefore, Tele2 safeguards its customers’ information in accordance with applicable laws on cus- Content control tomer data protection. Internet and mobile phones bring many Any complaints regarding breaches of benefits to users, but can also expose them customer integrity and privacy are treated to inappropriate content and abuse. The swiftly and accordingly. The table above boundaries between TV, Internet and shows complaints received during the year. mobile phones are gradually being erased. Any suspected case of abuse should be Tele2 works continuously to increase the reported through our Whistle Blower Sys- protection of customers, children and adults tem at [email protected]. when using the Internet and mobiles and to In October, the CR Advisory Group decided combat online abuse in a number of ways, to establish a Workgroup on Customer such as: Integrity and Privacy. The purpose of the • Parental control workgroup is to monitor the development • Filtering and blocking (including within the area and advance Tele2’s work. blacklisting) The workgroup, consisting of representa- • Raising awareness tives from Legal, Security, Sales, M&A, Government Relations and CR, had its first meeting in February 2012.

Tele2 Corporate Responsibility Report 2011 11 A great place to work

Employee satisfaction and engagement are key to Tele2’s success. Providing a stimulating, challenging and rewarding work environment where employees can grow and achieve goals is one of our main priorities.

At the end of 2011, Tele2 had 7,878 the year, Tele2 has developed a new Gen- gender balance throughout the organisa- employees in eleven countries, 95.9 per- der and Diversity policy that was approved tion; to that end, there are several programs cent of which worked full time and 97.5 in April. This policy harmonises with the within the company meant to increase the percent of which were permanently overarching Code of Conduct and applies to number of women at managerial levels. employed. This is an increase by of 0.4 all employees. It forms the basis for our con- percent and 1.4 percent respectively. tinued work within the area. It is stated that Training Almost half of all employees work in Rus- everybody shall be treated equally, not- Tele2 is a value driven company. We have sia while a quarter of employees work in withstanding gender, ethnicity, national a simple set of values and working meth- Sweden. The charts and tables below pro- origin, religion, disability, sexual orien- ods, called the Tele2 Way, that runs through vide more detailed information. tation, general appearance, marital or the veins of the company. This is one of the parental status, union membership, politi- essential elements to Tele2’s success. Our Implementing the new Code of Conduct cal affiliation or age. core values are summarised in our internal During 2011, a vast programme to imple- Local knowledge and language skills are training program The Tele2 Way “walk-the ment the Code of Conduct was initiated in two of our most important competitive edges. talk”, which all managers participate in. all countries. Up to now, 92 percent of the Understanding the customer in each market During the year, non-management employ- over 7,000 Tele2 employees have signed. is pivotal in offering the Best Deal. During ees, managers and senior managers have The remaining 8 percent are expected to 2011, Tele2 started to map out the language received on average 9.23 and 8 hours of sign during the first six months of 2012. As skills within the company. This inventory is training respectively. of 2011, all new employees are asked to sign expected to be finalised during 2012. The e-learning program on CR issues the Code of Conduct. Tele2’s total number of employees consists planned for 2011 was postponed until the of 42.9 percent of women and 57.1 percent of second half of 2012, since we decided to Diversity is a strength men. Women constitute 27.7 percent of man- initially focus our efforts on communicating Diversity is regarded as a lever for profita- agers and 45.1 percent of non-management and implementing the new Code of Conduct bility and an asset to the company. During employees. Tele2 aims at achieving an equal to all employees.

Average hours of training per year per employee category Average number of employees divided by gender

Average Tele2’s employees divided by gender1 hours 2011 2010 50 Men Women Men Women

40 Management2 72.3 27.7 72.2 27.8 Non-Management 54.9 45.1 56.1 43.9 30 Tele2’s employees divided by age

20 2011 2010 <30 30-50 50< <30 30-50 50< 10 Management2 10.3 81.6 8.1 7.3 84.2 8.5 Men 58% Women 42% Non- 0 2011 2010 Management 43.2 51.8 5 38.4 55.7 5.9

Senior Managers1 8 (4) 1) Data on Board, Leadership Team and CR Advisory Group can be found on page 7. 2 Managers 23 (39) 2) Data includes Managers (first in line and middle management) Non-Management Employees 9 (8) and Senior Managers (local country management team and above). 1) Local country management team and above, including Group Market Area Directors and Leadership Team members 2) First line and middle managers

12 Tele2 Corporate Responsibility Report 2011 Individual career management 3 percentage points compared to the previ- Together with his or her manager, every ous year. The survey measures the general employee creates a yearly individual satisfaction of employees by means of the Anti-corruption development plan, including personal Employee Satisfaction Index (ESI); manag- screening goals. An assessment is made annually, ers´ leadership capabilities are measured which includes an evaluation of goals and by means of the Leadership Index (LSI); In 2011, HR and Security analysed results as well as career planning. Employ- and Tele2’s internal attractiveness as an risks related to corruption in one ees also have the opportunity to provide employer is measured by means of the Net of Tele2’s four market areas, Tele2 recommendations through the yearly Promoter Score (NPS). Russia. In order to ensure full under- evaluation or the everyday working rela- The ESI amounted to 96 percent, which standing and alignment with our tionships with senior managers. indicates that our employees are very satis- anti-corruption processes, 39 percent fied with the overall working climate, the of the management and 50 percent My Voice quality and relevance of the information of the non-management employees Tele2 invites all employees to participate they receive, their relationship with their received training in Tele2’s anti-cor- in the annual survey My Voice. The aim of manager and their work in general. Further- ruption procedures during the year. the survey is to evolve Tele2 as an employer more, the NPS revealed that our employees and to improve the workplace within sev- would gladly recommend Tele2 as a good eral areas, such as communication and place to work. Employees particularly leadership. The results are analysed at appreciate the company’s corporate culture Group level. Action plans including concrete and core values, workplace stability and measures and improvements are developed open communication. accordingly. A total of 96 percent of all employees participated in the 2011 survey, an increase of

Total workforce by country, average number

Total Total Men Women Men Women 2011 2010

Total Workforce Position Russia 1,502 1,594 Employees 4,372 3,145 7,517 – Sweden 1,121 512 Supervised Workers1, 2 1803 2193 973 – Netherlands 673 199 Kazakhstan 225 210 Contract Type2 Latvia 112 168 Indefinite or Per- Austria 192 66 manent Contract 4,313 3,218 7,531 6,140 Estonia 96 136 Russia 3,096 (2,931) Estonia 232 (237) Fixed Term or Tem- Sweden 1,633 (1,503) Norway 125 (63) Norway 87 38 porary Contract 86 93 179 249 Netherlands 872 Croatia 110 (97) Croatia 70 40 (1,048) Lithuania 87 (112) Lithuania 50 37 Employment Type2 Kazakhstan 435 (375) Germany 74 (79) Germany 49 25 Full time 4,287 3,111 7,398 6,104 Latvia 280 (294) Other 315 (366) Other 195 120 Part time 116 196 312 285 Austria 258 (276) Total 7,517 (7,381) 4,372 3,145 1) An individual who performs regular work on site for, or on behalf of, Tele2, but is not recognised as an employee under national law or practice. 2) Estimated numbers. 3) Gender data on consultants in Sweden and the Netherlands not included.

Tele2 Corporate Responsibility Report 2011 13 Socioeconomic impact

At Tele2, we strive to take responsibility for our entire value chain. This includes the way we do business as well as the demands we pose both upstream and downstream.

Bridging the digital divide Ethical business practices tions will result in liability claims or other Telecommunications bring many benefits. Tele2 has a strict policy under which no similar remedy claims by Tele2. Tele2 has a long history of entering emerg- employee or member of the Board of Direc- Background checks of suppliers (finan- ing market areas by providing affordable tors is allowed to offer, ask, give or accept, cial status, ownership, etc) are part of the telecom. directly or indirectly, any undue advan- purchasing process. Key suppliers in Russia By increasing access to communication tage for personal gain from any third party, and Kazakhstan also have to pass a security services, Tele2 promotes people’s possibili- unless it can be constituted as being within check before entering final negotiations. ties for expression and enhances economic the boundaries of accepted business prac- If a supplier is not approved by the Secu- opportunities and sustainable development. tices, such as representation and reasonable rity Department, this supplier cannot be Tele2 participated in the OECD Corporate hospitality given in the ordinary course of selected. Responsibility Roundtable, as a part of the business. During the year, Tele2’s Head of CR has ICT sector´s ongoing dialogues to update the All employees have a responsibility to performed a friendly visit at Tele2’s larg- Guidelines for Multinational Enterprises. As report any breaches of the policy. This est SIM card supplier in Slovakia. No major a result, Tele2 has been invited to partici- could be done either by reporting it to his inadequacies were identified during the pate in the forthcoming event, Stockholm or her manager or, if the employee for any visit and a mutually beneficial dialogue Internet Forum hosted by the Swedish reason does not want to report to his or her was established. The focus on supply chain Foreign Minister Carl Bildt. The aim is to manager, to another superior manager, follow-up will continue during 2012. diminish the digital divide and strengthen according to the so-called grandfather prin- freedom on the Internet, especially in ciple. There is also the possibility to report Complying with local laws and growth markets. breaches through the Whistle Blower Sys- respecting human rights tem at [email protected]. Tele2 has to comply with local laws and To secure fair competition, Tele2 always at the same time respect human rights, invites at least three suppliers to participate including freedom of speech and freedom Suppliers, together constituting 80 per- in a tender. The negotiation and selection of of assembly, as clearly stated in our Code of cent of the spending, divided by country a supplier is governed by the four eyes prin- Conduct. In situations where there is a risk ciple, implying that all negotiations should that the two might conflict, which could be have at least two people from Tele2 present. the case in a state of emergency, we will do All of these practices are clearly stated in our whatever we can under the circumstances Purchasing policy. to seek ways to always respect human rights. For that reason, Tele2 has joined an Supply chain follow-up international ICT working group, which In 2011, Tele2´s new Code of Conduct was aims to develop a common approach of made applicable to suppliers and vendors. Our guiding principles to manage such conflicts. Code of Conduct is included in the purchasing In December 2011 a series of protests agreements when a contract is renewed with and strikes, originally held by oil workers existing suppliers or when a new supplier or claiming improved working conditions, agent is contracted. degenerated into riots in the Kazakh city As a first step towards implementing of Zhanaozen. The gravity of the situa- Russia 404 the Code of Conduct in already existing tion led the country’s leaders to declare a Sweden/Central 166 contracts, the largest suppliers, together state of emergency. In connection with the Latvia 68 constituting 80 percent of the spending, escalating situation, our telecommunica- Netherlands 64 were asked to sign it. By December 31, 752 tion services were down for 5 days. To fulfill Austria 51 out of the 898 suppliers had signed Tele2’s our obligations within our control, we took Norway 36 Code of Conduct. immediate action and initiated a dialogue Our global Frame Supply Agreement and directly with the government and other rel- Kazakhstan 32 Vendor Certificate also ensure that suppli- evant parties to get the network up again. As Croatia 28 ers and contractors submit to high ethical a result, despite the existing state of emer- Lithuania 24 standards and refrain from all kind of cor- gency, the network was soon restored and Estonia 19 ruption. This document has to be signed by services were provided in the normal mode. Germany 6 suppliers before they can be invited to key Total 898 procurements. A violation of these regula-

14 Tele2 Corporate Responsibility Report 2011 Community involvement

It is important for Tele2 to contribute to global development by engag- ing in and supporting local communities. We do this by contributing knowledge and resources to organisations that relentlessly fight to improve living conditions for people around the globe.

Focus on children envisions a world where all children can Tele2’s charitable focus is to improve the play freely – a healthy, just and thriving situation for vulnerable children. To that society where all barriers to play have Sponsoring BRIS end, Tele2 gives donations to organisa- been removed. To fulfill that vision, focus tions working for children’s rights, such as must be on all the rights for children that Tele2 has been one of the main the World Child Foundation, the Red Cross, the United Nation Convention on the Rights sponsors of BRIS (Children’s Rights BRIS, Unicef and Radimichi – for children of the Child contains. Playing for Change in Society) since 2007. BRIS sup- of Chernobyl. Radimichi – for children of supports social entrepreneurs who want to ports vulnerable children and young Chernobyl is a Russian NGO working specif- make a better life for children and young people in particular and provides ically with people affected by the Chernobyl people. The social entrepreneurs contribute opportunities for children and young catastrophe. The organisation is active in with their power of initiative and an idea people to have a dialogue with adults. areas severely contaminated with radio- that can change the world. The entrepre- Beyond giving economic support, active pollution. Over 5,000 children and neurs, the “playmakers”, receive funding for Tele2 contributes with expertise in young people between the ages of four and up to three years and the support of some infrastructure and new services that twenty-three participate in the programs. of the Kinnevik Group’s best employees make it easier for children and youths with expertise in business development, to get in contact with BRIS. Currently, Playing for Change marketing, law and communications. Nine Tele2 has a fundraising campaign via Tele2 has supported Playing for Change employees from Tele2 are advisors and SMS in aid of BRIS. since 2009 as part of its effort to improve have regular contact with their entrepre- the situation for children and young people neur and one of Tele2’s employees is a around the world. representative in Playing for Change’s jury abuse of children in Sweden are examples Tele2 is, together with other companies when choosing the social entrepreneurs to of projects that have been supported during in the Kinnevik Group, a senior partner in support. An organisation working against the year. Playing for Change. Playing for Change violence on women and children in Ghana is a strong voice for children’s rights that and an organisation working against sexual

Playing for Change opening up in Russia

During the third and fourth quarter, Playing for Change launched its activities in Russia together with senior partners Tele2, Metro and Viasat. The launch in Russia started by identifying needs and possibilities in the country. Then, in early November, Playing for Change Russia opened up the Search and Selection for appli- cants and received 318 pitches from all over Russia through an intense network search. Three NGOs working for children and youth in St Petersburg and Moscow were also identified and supported. In order to follow-up on progress, Playing for Change has developed KPI’s for measuring results. By the end of the fourth quarter, the efforts of Playing for Change Russia had already resulted in the support of 5,131 children and the engagement of 30 supporters and 21 opinion leaders.

Tele2 Corporate Responsibility Report 2011 15 Environmentally sustainable business

Environmental sustainability is at the very core of Tele2´s business. We enable our customers to lower their greenhouse gas emissions by offering products and services that provide them with alternatives to travelling.

Tele2’s environmental impact Tele2’s environmental impact was analysed by an external party in 2010. The results of Providing services that reduce global emissions the analysis, UN’s precautionary approach The ICT for Energy Efficiency Forum concludes that a smarter use of technologies could and Tele2’s environmental policy have been help citizens and other industries cut 15 percent of global emissions by 2020. Tele2’s the basis for Tele2’s efforts within the envi- services enable emission saving solutions that can be used by both developing and ronmental area. developed countries. The Global e-Sustainability Initiative (GeSI) provides the following In the analysis, four main risk areas were examples, which often help reduce emissions by 80 percent or more. identified: E-commerce: ICT allows for reductions of physical transport of products. This supports • Extraction of raw materials and assembly dematerialisation, from downloadable books to enabling farmers to check prices online. of components during the manufacturing These solutions can reduce emissions with over a billion tonnes of CO2e. of devices Virtual meetings and remote working: Remote collaboration has the potential of signifi- • Rolling out and running networks cantly reducing greenhouse gas emissions from travel. 0.5 billion tonnes CO2e can be saved • Transportation of goods and staff without any major investments. • Disposal and recycling of materials

Extraction and assembly Extraction of raw materials and assembly Rolling out and running networks energy and is therefore one of the main of components for devices are Tele2’s main When rolling out, running and closing down sources of Tele2’s greenhouse gas emis- issues to follow up in the supply chain. To sites and networks Tele2 takes the greatest sions. In an effort to lower emissions, all ensure that environmental issues are taken environmental care, especially in sensi- new base stations are equipped with fresh into consideration during the entire man- tive surroundings. Tele2 also minimises the air cooling, which is much more energy ufacturing process, we have increased visual intrusion of masts and antennas by efficient than older systems. When cool- demands on suppliers and sub-suppliers taking positioning into consideration when ing systems in existing base stations need during the year. More information on our choosing the site and actively using design replacing, fresh air cooling is phased in supply chain follow-up can be found in the as means of mitigation. there as well. chapter Socioeconomic impact. The cooling of base stations requires Our indirect energy consumption by primary source and our emission of green- Indirect energy consumption Total greenhouse gas emissions house gases have increased during the by primary source, Giga Joules (GJ) by country, Tonnes CO year compared to 2010, the main reason 2 being an increase in number of sites in the Netherlands, Norway, Latvia and Rus- sia and the inclusion of Kazakhstan in the 2011 data. Tele2 also continued to report the organisation’s carbon emissions to the Carbon Disclosure Project (CDP). For 2011, the group received a score of 73 out of 100, which according to the CDP indicates that senior management understands the business issues related to climate change and integrates climate-related risks and opportunities into the core business. Electricity Russia 71,897 (57,521) Austria 3,818 (3,300) 1 Non-Renewable/Unknown 1,008,197 (911,615 ) Nether- Latvia 2,063 (980) Transportation of goods and staff Electricity lands 27,020 (13,475) Lithuania 1,568 (5,225) Another main source of greenhouse gas Renewable 288,562 (275,425) Sweden 13,784 (15,794) Germany 931 (1,100) emissions is the transportation of goods and Heating and Cooling Estonia 7,600 (7,3291) Norway 19 (0.79) staff. In an effort to minimise emissions, Non- Renewable 60,897 (47,514) goods are purchased locally when possi- Kazakhstan 6,556 (–) Total 139,559 (108,944) 1) 2010 figures have been revised due to methods of data gathering. ble and employees are encouraged to meet Croatia 4,303 (4,220) virtually by using the telephone or video 1) 2010 figures have been revised due to methods of data gathering. conferencing. Environmentally friendly

16 Tele2 Corporate Responsibility Report 2011 Greenhouse gas emissions

Greenhouse gases

HFCs CO 2 CH 4 PFCs SF N2O 6

Scope 1 Scope 2 Combustion of fuel in Purchased Scope 3 proprietary Scope 3 electricity, facilities heating and cooling for Employee End-of-life proprietary use business treatment travel

Sub-suppliers’” Sub-suppliers’ Product use vehiclesvehicles” Transportation Production of purchased and distribu- materials tion

Upstream activities Reporting company Downstream activities

cars are continuously replacing existing material extraction needed in the fi rst place. company cars. At the end of 2011, environ- Tele2 continually strives to increase the mentally friendly cars constituted nearly percentage of recovered and reused mate- 88 percent of the car fl eet in Sweden, an rial from network equipment. increase of 10 percent since 2010. During 2010, a programme aiming at increasing the amount of discarded devices Waste handed in were introduced in Sweden Effective end- of- life management of both and in the Netherlands. The customers are telecom devices and network equipment given a voucher for every old device handed is critical due to the fact that they contain in which can be used in Tele2 shops. The rare and potentially toxic materials. Recov- programme expanded during 2011 and will ery and reuse of these materials prevents side with the roll out of Tele2 shops in our them from entering and polluting the envi- operating countries. ronment, thus reducing the amount of raw

Tele2 Corporate Responsibility Report 2011 17 GRI index

Reference Comments Reference Comments Reference Comments

1. Strategy and Analysis 3. Report Parameters 4. Governance

1.1. Statement from the Page 3 Fully reported 3.1. Reporting period Page 2 Fully reported 4.1 Governance struc- Page 6 Fully most senior decision (e.g., fiscal/calendar ture of the organisa- and 7 reported maker of the organisa- year) for information tion. tion (e.g., CEO, chair, provided. or equivalent senior 4.2 Chairman of the Fully position) about the rel- 3.2. Date of most recent Page 2 Fully reported Board’s role(s) in the reported. evance of sustainability previous report. organisation. The Chair- to the organisation and man of The its strategy. 3.3. Reporting cycle. Page 2 Fully reported Board is not an executive 3.4. Contact point for Page 20 Fully reported 2. Organisational Profile officer. questions regard- 2.1. Name of the Page 20 Fully reported ing the report or its 4.3 Number of inde- Page 6 Fully organisation. contents. pendent, non-execu- and 7 reported tive directors. 2.2. Primary brands, Page 4 Fully reported 3.5. Process for defin- Page 8 Fully reported products and/or and 5 ing report content. and 9 4.4 Mechanisms for Page 4, 6 Fully services. shareholders and and 13 reported 3.6. Boundary of the Page 2 Fully reported employees to provide 2.3. Operational struc- Page 4, 6, 7 Fully reported report. recommendations or ture of the organisa- and Annual direction to the Board 3.7. State any spe- Page 2 Fully reported tion. report page or senior management cific limitations on the 40–43 and team. 60 scope or boundary of the report. 4.8 Internally devel- Page 6 Fully 2.4. Location of organi- Page 4 Fully reported oped statements of and 12 reported 3.8. Basis for report- Page 2 Fully sation’s headquarters. mission or values, ing on joint ventures, reported codes of conduct and subsidiaries, leased 2.5. Number of Page 4 Fully reported principles relevant to facilities, outsourced countries where the and 5 economic, environ- operations and other organisation operates. mental and social entities that can sig- performance and the 2.6. Nature of owner- Page 4 Fully reported nificantly affect compa- status of their imple- ship and legal form. rability from period to mentation. period and/or between 2.7. Markets served Page 4 Fully reported organisations. 4.14 The organisation’s Page 8 Fully (including geographic and 5 stakeholders. reported breakdown, sectors 3.10. Explanation of Page 2 Fully served and types of the effect of any re- reported 4.15 Method Page 8 Fully customers/beneficiar- statements of informa- used for identifying and 9 reported ies). tion provided in earlier stakeholders. reports and the reasons 2.8. Scale of the Page 4 Fully reported for such re-statement. 4.16 Types of dialogue Page 8 Fully reporting organisation. and 5 with stakeholders. and 9 reported 3.11. Significant Page 2 Fully 2.9. Significant chang- Fully reported. changes from previous reported 4.17 Issues that arose Page 8 Fully reported es during the reporting No significant reporting periods in during dialogue with and 9 period regarding size, changes. the scope, boundary, or stakeholders. structure, or owner- measurement methods ship. applied in the report. 5. Performance Indicators

2.10. Awards received No significant 3.12. Table identify- Page 18 Fully EC 1 Direct economic Page 4 Fully reported in the reporting period. CR awards ing the location of the and 19 reported value generated and received. Standard Disclosures in distributed. the report. EC 8 Development and Page15 Fully reported impact of infrastructure investments and services provided primarily for public benefit through com- mercial, in kind, or pro bono engagement.

IO 1 Capital investment Page 5 Fully reported in telecommunication network infrastructure broken down by country/region.

18 Tele2 Corporate Responsibility Report 2011 Abbreviations

Reference Comments BRIS HFCs

IO 8 Number and per- Page 4 Fully reported Barnens rätt i samhället (Children’s Hydroflorocarbons centage of stand-alone and 5 Rights in Society) sites, shared sites HR and sites on existing CDP Human Resources structures. Carbon Disclosure Project ICNIRP EN 4 Indirect energy Page 16 Fully reported CEO The international Commission for consumption by primary source. Chief Executive Officer Non-Ionizing Radiation Protection

EN 16 Total direct and Page 16 Fully reported CH4 ICT indirect greenhouse Methane Information and Communications gas emissions by Technology weight. CO2 PR 5 Practices related Page 10 Fully reported Carbon dioxide KPI to customer satisfac- and 11 Key Performance Indicator tion, including results CoC of surveys measuring Code of Conduct KwH customer satisfaction. Kilowatt hour CR PR 8 Total number Page 10 Fully reported Corporate Responsibility LSI of substantiated Leadership Index complaints regarding CSI breaches of customer privacy and losses of Customer Satisfaction Index N2O customer data. Nitrous Oxide EFFAS LA 1 Total workforce Page 12 Fully reported The European Federation of Financial NGO by employment type, and 13 Analysts Societies Non Governmental Organisation employment contract and region, broken EMC NPS down by gender. Electro Magnetic Compatibility Net Promoter Score LA 10 Average hours Page 12 Fully reported of training per year per EMF OECD employee, by gender Electro Magnetic Fields Organisation for Economic and by employment Co-operation and Development category. ESG LA 13 Composition of Page 7 Fully reported Environmental, Social and PFCs governance bodies and 12 Governance Perfluorocarbons and breakdown of employees per category ESI SF6 according to gender, Employee Satisfaction Index Sulfur Hexafluoride age group, minority group membership GeSI SRSA and other indicators of The Global e-Sustainability Initiative The Swedish Radiation Safety diversity. Authority SO 2 Percentage and Page 13 Fully reported GHG total number of busi- Greenhouse gases UNGC ness units analysed The United Nations Global for risks related to GJ Compact corruption Giga Joule WHO SO 3 Percentage of Page 13 Fully reported GRI employees trained in World Health Organization organisation’s anti- Global Reporting Initiative corruption policies and procedures.

ESG Indicators Mobile Communications

E01-01 Energy Page 16 Fully reported. Consumption

E02-01 Page 16 Fully reported GHG-emissions

V28-01 Supply Chain Page 14 Partially reported

Tele2 Corporate Responsibility Report 2011 19 Production: Tele2, Etnos International and Intellecta Corporate. Photos: Klara Källström, Thobias Fäldt, Peter Jönsson and Playing for Change. Print: Intellecta Infolog. Intellecta Change. Print: for Jönsson and Playing Peter Thobias Fäldt, Klara Källström, Photos: Corporate. and Intellecta Etnos International Tele2, Production:

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