Albania Mobile Communications SA (AMC) Corporate Responsibility Report 2014 AMC Corporate Responsibility Report 2014 Table of Contents 1 About this report............................................................................................................. 1 2 About AMC ..................................................................................................................... 1 2.1 AMC Shareholders Structure ................................................................................................................................. 1 2.2 AMC Organizational Structure .............................................................................................................................. 2 2.3 Main Products and Services ................................................................................................................................... 2 2.4 AMC Business Performance Review ................................................................................................................... 3 2.5 AMC Financial Performance ................................................................................................................................... 4 2.6 Significant Developments/Changes in 2014 ................................................................................................... 4 3 CR Strategy and Management ......................................................................................... 5 3.1 CR Management Approach ..................................................................................................................................... 5 3.1.1 Key Achievements in 2014 ....................................................................................................................................... 6 3.2 The CR Governance and Management Structure .......................................................................................... 6 3.3 CR controlling and integrated reporting .......................................................................................................... 8 3.4 Corporate Governance ............................................................................................................................................. 9 3.5 Compliance Management System ...................................................................................................................... 12 3.6 Measurable results and GRI indicators ........................................................................................................... 16 3.7 Stakeholders Engagement .................................................................................................................................... 16 3.7.1 Stakeholders Engagement Approach .............................................................................................................. 17 3.7.2 Stakeholders Dialogue ........................................................................................................................................... 17 3.8 Memberships and Awards .................................................................................................................................... 21 3.9 Achievements in 2014 and Goals for 2015 .................................................................................................... 21 4 Marketplace .................................................................................................................. 22 4.1 Management Approach .......................................................................................................................................... 22 4.1.1 Key Achievement in 2014 ...................................................................................................................................... 24 4.2 Responsible Competition ...................................................................................................................................... 24 4.2.1 Activities for a Responsible Marketplace ....................................................................................................... 25 4.3 Expanding Mobile Internet in Albania ............................................................................................................. 26 4.4 Penetration ................................................................................................................................................................. 26 4.4.1 Key Investments ......................................................................................................................................................... 26 4.5 Public Awareness ..................................................................................................................................................... 27 4.5.1 Products and Services ............................................................................................................................................. 27 4.5.2 Cooperation with Recognized Bodies .............................................................................................................. 28 4.6 Responsible Marketing .......................................................................................................................................... 29 4.6.1 Responsible Marketing Practices ...................................................................................................................... 29 4.7 Transparency on Pricing ....................................................................................................................................... 30 4.7.1 Equipment Safety Labelling ................................................................................................................................. 31 4.8 Responsible Procurement and Supply Chain Management .................................................................... 31 4.8.1 Procurement Policy.................................................................................................................................................. 32 4.8.2 Suppliers Evaluation ............................................................................................................................................... 33 4.9 Customer Service and Satisfaction .................................................................................................................... 34 4.9.1 Complaints Management ...................................................................................................................................... 34 4.9.2 Customers Survey ..................................................................................................................................................... 35 4.10 Data Security and Privacy ................................................................................................................................. 36 4.10.1 Developments to Streamline with Deutsche Telekom security standards ..................................... 37 Page i AMC Corporate Responsibility Report 2014 4.11 Business Security Management ..................................................................................................................... 38 4.12 Achievements in 2014 and Goals for 2015 ................................................................................................ 38 5 Employees .................................................................................................................... 39 5.1 Management Approach .......................................................................................................................................... 39 5.1.1 Key Achievement in 2014 ...................................................................................................................................... 39 5.2 Employment ............................................................................................................................................................... 40 5.2.1 Workforce ..................................................................................................................................................................... 40 5.2.2 Fair Employment Policy Framework ............................................................................................................... 42 5.2.3 Non–Discrimination, Equal Opportunity and Diversity .......................................................................... 42 5.3 Health and Safety ...................................................................................................................................................... 44 5.3.1 Health and Safety Policy ........................................................................................................................................ 44 5.3.2 Health and Safety Performance in 2014 ........................................................................................................ 45 5.3.3 Health and Safety Prevention and Awareness ............................................................................................ 46 5.4 Employee Development ......................................................................................................................................... 48 5.4.1 Performance Management................................................................................................................................... 48 5.4.2 Performance Development 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