CORPORATE RESPONSIBILITY PROGRAMME for a better world Corporate Responsibility Report 2009 3 Page: V. ΗUMAN RESOURCES Page: A. Μessage from the Chairman 4 Briefly 45 B. Μessage from the CEO 5 1. Job Positions 46 C. About out Report 6 2. Health & Safety 46 3. Fair Employment 48 4. Freedom of Association 49 Ι. INTRODUCTION Page: 5. Employee Development 49 1. Mobile Telephony 8 6. Αdditional Benefits 51 2. Our Company 9 7. Internal Communication 51 3. Products and Services 10 8. Targets 2009 and 2010 52 ΙΙ. STRATEGY AND MANAGEMENT Page: VΙ. MARKETPLACE, SUPPLIERS, CUSTOMERS Page: Briefly 11 Briefly 53 1. Strategy and Responsibility Framework 12 1. Corporate Governance 54 2. Management Approach 13 2. Ethical Competition 55 3. Recognition - Membership 16 3. Responsible Marketing 56 4. Stakeholder Engagement 16 4. Responsible Procurement 59 5. Targets 2009 and 2010 19 5. Public Awareness 60 6. Customer Satisfaction 62 ΙΙΙ. ENVIRONMENT Page: 7. Data Security 62 Briefly 20 8. Targets 2009 and 2010 63 1. Management System 21 2. Energy and Climate Change 22 VII. INFORMATION ABOUT THE REPORT Page: 3. Raw Materials and Solid Waste 24 1. Summary Table 64 4. Ozone Layer 29 2. Global Compact, GRI, AA1000, 5. Water 29 ISO26000 Tables 65 6. Transportation 29 3. Glossary 67 7. Biodiversity 30 4. External Assurance 68 8. EMF 30 5. Feedback Form 70 9. Visual Impact 33 10. Noise 33 11. Targets 2009 and 2010 34 ΙV. SOCIETY Page: Briefly 35 1. Social Products and Services 36 2. Social Contribution 37 3. Economic Development 41 4. Volunteering 42 5. Business Enterprising 43 6. Digital Divide 44 7. Targets 2009 and 2010 44 Corporate Responsibility Report 2009 4 A. Μessage from the Chairman As one of the largest and strongest corporate Groups in the Greek market, OTE has consistently for the last years undertaken its corresponding role to support Greek society. Under the current economic conditions and the challenging business environment in countries the Group op- erates, OTE shows endurance and vision. OTE continues its efforts not only to defend its own market position, but at the same time to leave a positive “societal footprint” in the business environments it operates in. Panagis Vourloumis Chairman of the COSMOTE Board of Directors Messages 5 B. Message from the CEO Dear friends, This decade’s conditions require an essential contribution of all healthy corporations in confronting real needs and chal- lenges of our economy, society and environment. COSMOTE's corporate strategy, programs and activities towards this direction constitute our long term commitment. It is our unbreakable promise to grow responsibly, but also to respond to our citizens’ trust in a factual, measurable and effective way. This commitment is common among employees within all four COSMOTE companies in S.E. Europe. The 2009 CR Report is aer all a result of their collaboration and inspiration. As you will notice, our approach is holistic and dynamic, taking into consideration particularities of our challenging times and utilizing a continuous and fertile dialogue with our Stakeholders and millions of citizens, which entrust us with their communication. Our fundamental objective is for our corporate growth not to have a negative impact on the Environment, with manage- ment of required energy for our operations being a priority for the entire Group. We review international and domestic studies and evaluate options, in order to contribute substantially through “green” telecommunication technology, to the challenge of climatic change. Through extensive briefings, responsible practices, products and services we also seek to make our customers more aware of this issue, in order to function as responsible citizens. We seek to offer services which improve the communication and therefore quality of life for everybody, especially for sensitive social groups. To the digital divide challenge, we reply by upgrading and expanding our telecommunications network and at the same time develop suitable products and services, in order for information to become more accessible for all fellow-citizens, through digital technology. Our efforts create tangible results and this is evident by numerous measurable indicators we use in order to evaluate our work. This is also apparent in perception surveys we realise, inside and outside our company, as well as through positive external testimonials and important awards we receive from third party institutions. However, we cannot rest. In the commencing period COSMOTE will contribute in the effort for recovery, to the extend which corresponds to its size, through its dynamism, experience, organisation, but most of all through its people. This is anyway the true meaning of our corporate message: “Our world, You.” I wish you all the best. Michael Tsamaz COSMOTE Chief Executive Officer Corporate Responsibility Report 2009 6 C. About our Report CΟSMOTE’s present Corporate Responsibility Report, is the 5th report our company issues. Its content reflects the overall perception our company has, about the essence of Corporate Responsibility (CR) and the programmes we implement, in order to support the world’s sustainable development and our company’s responsible operation. Report Principles To facilitate the evaluation of its content, our Report follows the basic principles, guidelines and directives “Sustainability Reporting Guidelines” (publication G3, 2006) of the Global Reporting Initiative (GRI), while the following have also been used: for the principles of the Report, the UN’s Global Compact for the content of the Report, the AA1000-Assurance Standard of AccountAbility for the presentation of Report data, the EFQM’s RADAR Card. Report Development In our continuous effort to improve our Report, we particularly emphasized this year: presenting more quantitative results within the Report (see section ΙΙ-2C) using internationally recognized guidelines on Corporate Responsibility responding to issues raised by our Stakeholders in 2009 (see section ΙΙ-4A) Report Scope balanced presentation of all Corporate Responsibility areas This CR Report: external assurance of our Report content (see section VII-4). refers to the period 1/1/2009-31/12/2009 (unless otherwise indicated in certain points) refers to all activities of COSMOTE in Greece, and partially Report Restrictions to operations of our subsidiaries abroad and our subsidiary Our company recognizes limitations in the Report it pub- GERMANOS in Greece lishes (limitations, it intends to handle in future publica- tions), such as: contains, as a norm, quantitative results for all indicators presented, for at least the last three years expansion of its quantitative measurement system alignment of quantitative indicators, throughout its sub- covers elements from all our company’s operations sidiaries. (network, offices, sales, aer sales) summarises in a table (see section VII-1) absolute figures of consumption, whereas in the main body of the Report, also efficiency figures are presented. About our Report 7 GRI Application Level The level of application for our company’s CR Report according to the «Sustainability Reporting Guidelines» of the Global Re- porting Initiative (GRΙ), is indicated in the following table. The “B+” application level has also been checked by the GRI itself. 2003 in accordance C C+ B B+ A A+ Self Declared Mandatory Third Party Checked GRI Checked Optional Report Report Report externally externally externally assured assured assured Feedback For convenient reading of this Report, please pay attention to The CR Report is one of the main tools to discuss and collab- the following terms and symbols, which are widely used: orate with our Stakeholders, but also a means to communi- cate with them. For this reason, we welcome potential Terms comments, thoughts and remarks (for which you can also the terms “company”, “we”, “COSMOTE” and “COSMOTE use the respective questionnaire in our website). Group”, refer to COSMOTE’s activities in Greece and abroad (which this Report addresses) the term “COSMOTE Greece”, refers to COSMOTE’s activities in Greece, except its GERMANOS subsidiary the term “OTE Group” refers to OTE Group, to which COSMOTE constitutes a subsidiary Kindly forward your comments to: the terms “Report” and “CR Report” refer to the present Mrs Anna Malti 2009 Corporate Responsibility Report CR Manager COSMOTE S.A. terms indicated as “II-3, V-2” etc. refer to the area and 44, Kifisias Ave. Marousi 151 25, Athens, Greece section of this Report (e.g. used in the GRI, Global Compact Τ: +30-210 61.77.777 F: +30-210 61.77.239 and Stakeholder Tables). For example, the term “III-2Α” E-mail: [email protected] makes reference to area III (Environment), section 2 (Water) and paragraph A. Symbols For further information, please visit COSMOTE’s website www.cosmote.gr Case Studies of our company are indicated Ανάγνωση του Απολογισμoύ Corporate Responsibility Report 2009 8 Ι. Ιntroduction 1. Mobile Telephony Mobile telephony constitutes one of the most significant tates business operations and contributes to economic technological achievements of our generation. Its growth, growth, through significant investments, know-how trans- which is based on provision of innovative new products and fer and creation of new job positions (Source: Smart 2020). services, corresponding to needs and requirements of con- sumers, has established mobile services a fundamental part According to a study conducted by the Association of Mo- of everyday lives for hundreds of million people around the bile Telephony Companies (EEKT) in 2009, the sector