The larger a corporation, the greater its social responsibility About this Report This report focuses on Taiwan Mobile’s ESG (environmental, social, and governance) performance during the two-year period of 2007-2008. Any topics exceeding this scope will be noted. While the report chiefly relates Taiwan Mobile Co., Ltd., some matters involving its affiliated enterprises are also addressed. The information disclosed in this report is from Taiwan Mobile’s statistics and survey results. However, relevant financial data also contains information published after CPA certification, which is expressed as generally-used statistical data. This report has been compiled based on the GRI/G3 guidelines of the Global Reporting Initiative (GRI) to address three main topics: business performance, environmental sustainability, and corporate social responsibility. All information and data in the report have been verified by a international assurance organization in accordance with AA1000 assurance standard. Major issues disclosed in the report comply with the GRI G3 application level of B+, as audited by an independent third-party assurance organization in compliance with AA1000. The assurance statements are included in the report. For questions, comments or further information, please contact us by any of the following methods: Taiwan Mobile Co., Ltd. Public Affairs Division Address: 13F-1, No. 172-1 Ji-Lung Rd. Sec. 2, Da-An Dist., Taipei Tel: +886 2 66386888 Fax: +886 2 66380098 E-mail: [email protected] URL: www.taiwanmobile.com 2 Contents Messages from the Chairman and President 4 Commitment to Social Responsibility 6 Communication with Stakeholders 7 Business Performance 9 Company Overview 9 Corporate Governance 13 Environmental Sustainability 20 Environmental Management Strategy 22 Environmental Management Framework 22 Overall Planning of Environmental Protection 22 E-Billing and Paper ReductionProgram 23 Handsets Recycling 24 Energy-saving Base Stations 26 Communication on Electromagnetic Radiation 27 Waste Cable Recycling 27 Energy Conservation and Recycling 28 Green Purchasing 31 Climate-Friendly Services 31 Environmental Education 32 Corporate Social Responsibility 34 Employee Relations 36 Customer Service 41 Supplier Relations 46 Community Feedback 47 Bridging the Digital Divide 55 Concern for the Underprivileged 61 Appendix 64 Assurance Statement 64 Supplementary Notes on GRI Indicators 67 GRI Index 68 Contents 3 Message from the Chairman The US subprime mortgage crisis in 2008 triggered a financial tsunami that led to a global economic downturn. Prominent, century-old firms such as Lehman Brothers were forced into bankruptcy, and the once-admired investment bankers of Wall Street came under a barrage of public attacks. Panic ensued, and confidence evaporated. But in this time of rebuilding value and order, corporate integrity and credibility have become more important than ever. We are reminded that instead of seeking quick profits, companies must bear their social responsibilities and promote sustainable economic and social development. This is close to our corporate philosophy: We do business on the basis of trustworthiness, social responsibility and maximizing value for our shareholders, employees, and the public. This CSR report has been published to respond fully, in a trustworthy and open manner and in accordance with international standards, to the major concerns of stakeholders including shareholders, employees, consumers, suppliers, the environment, and the community. We remain committed to creating value and providing stable, generous compensation for our shareholders in the midst of economic difficulty. We set an example among domestic listed companies in 2008 when our subsidiaries relinquished their parent company stock dividends in order to maximize shareholder equity. Embracing the digital convergence trend, we completed the acquisition of Taiwan Fixed Network Ltd (TFN) and Taiwan Telecommunications Network Services (TTN) in 2007. The deals expand our operation from mobile communications to fixed networks and cable television, paving the way for integrated digital convergence services. Crises bring opportunities. When the financial meltdown began, we took it as a reminder to rethink our social responsibilities and re-orient ourselves toward sustainable development. Looking ahead, we will continue to pursue long-term progress in line with our spirit of integrity and achieve win-win outcomes for business and society. Richard Tsai Chairman Taiwan Mobile Co., Ltd. Message from the President In recent years, we have made significant progress in fulfilling our corporate social responsibilities systematically and strategically. Using our core resources -- telecom technologies and skills, we help nonprofit organizations (NPOs) and groups meet social needs. The 5180 Mobile Donation Hotline, the 909 Mobile Audio Guides, and the myfone Mobile Composition Award are some examples of our innovative models for promoting social welfare. Since 2007 and 2008, we have been focusing on two main topics: environmental protection and bridging the digital divide. The threat of global climate change is looming ever closer, and natural disasters caused by climate change in Taiwan and abroad are growing in number and severity. Nature is constantly warning us to rethink our lifestyle and consumption of energy and resources. As one of the leading telecommunications service brands in Taiwan, we are keenly aware of our responsibilities and influence. Apart from promoting in-house energy conservation and carbon emission reduction, we are also encouraging handset recycling and e-billing to allow users, employees, and the public to participate in environmental protection. Our second concern is the growing gap between the rich and the poor, and between urban and rural areas in Taiwan. With the emergence of an information society, we believe that bridging the digital divide is a responsibility for all telecom firms. We are taking action on access to information, information skills, and information applications in order to help remote areas and underprivileged groups develop their soft power and digital competitiveness. Although a single company’s resources are limited, we hope in this report to share our beliefs and efforts with the public and all enterprises concerned about social responsibility. We look forward to receiving readers’ comments, which will motivate and steer our continued improvement. Harvey Chang President and Chief Executive Officer Taiwan Mobile Co., Ltd. Commitment to Social Responsibility At Taiwan Mobile, we aim to “create the best user experience for our customers.” Our all-round communications and media services have made us a leader in the digital convergence age. In the wake of the financial tsunami, observers around the world have been watching to see if CSR will become the norm for business. We at Taiwan Mobile consider CSR to be a manifestation of our corporate culture. Our strategies are based on our core values, and significant resources have been allocated for community involvement. In 2007, we published the first CSR report in the telecom industry elaborating on our CSR initiatives. This year’s CSR report conforms to international standards and covers corporate governance, environmental sustainability, and social responsibility. We pledge to continue to improve our governance performance as a responsible, environmentally-friendly green corporate citizen. A CSR report will be published every two years. Our CSR Organization e reso Cor urces Apart from contributing millions of NT dollars annually to social causes, we are among the first companies to set up a dedicated social responsibility •A communications network with department in 2007. 6.8 million users The SR department is responsible for planning and implementing CSR initiatives. The department reports on economic, environmental, and social issues and proposes appropriate CSR strategies to the Board of Taiwan •Identifying real •Integrity and y innovation Mobile Foundation and the Corporate Governance Committee of Taiwan t needs e i c •Providing timely •True care Mobile on an annual basis. The Board and the Committee, in turn, review o C s o f assistance r o e necessary budget plans and monitor the results of CSR initiatives. s v d a e l u e e N Taiwan Mobile allocated a total of NT$76.4 million to community activities s in 2007 and 2008. Of this budget, 25% went to bridging the digital divide and emergency rescue, 25% to concern for underprivileged groups and remote areas, 22% to art promotion and community development, 17% to environmental protection, and 11% to youth initiatives. Key CSR Issues This report addresses shareholders, the government, employees, customers, suppliers, the environment, and society. Materiality assessment processes have been employed to identify and prioritize key issues. The SR department relies on discussions at assessment meetings, questionnaires and surveys to collect the views of relevant departments. “Degree of stakeholder concern” and “impact on operations” are the main dimensions in further analysis. ● Information transparency ● Environmental protection and energy conservation The following priorities concerning CSR implementation ● Customer privacy have been identified through the materiality assessment ● Health and electromagnetic communication processes: operation performance and profitability, information ● Operating performance transparency, environmental protection and energy conservation, and protability ●