Access Bank Plc Sustainability Report 2012 Leadership Responsibility Performance Contents Sustainability Statement Overview Pg 32 Customers As a leading African financial institution with over 6,000,000 Welcome to Access Bank 01 Executive Summary 08 customers, 800,000 shareholders and 12,000 employees across Chairman’s Statement 10 Africa and the United Kingdom, Access Bank is committed to Group Managing Director’s Statement 11 Our Business at a Glance 12 building a lasting and profitable financial institution whose Financial Highlights 16 Our Approach to Sustainability 17 operations promote the ability of future generations to live in a healthy and prosperous manner. Customers Key issues in the marketplace 32 Customer management 32 Consistent with our vision to be the World’s Most Respected Customer satisfaction and ratings 37 Service improvement initiatives 37 African bank, we will be a flagbearer for sustainable business Customers’ Ombudsman 38 practices which have tangible benefits for the financial system Employees and our host communities. Specifically we will pursue positive Key issues in the marketplace 40 Our people, our power 40 environmental, social and governance outcomes through our Service quality 40 Capacity building 40 lending activities, promote diversity and healthy living in our Employee engagement 40 Employee satisfaction and motivation 44 workplace, treat our customers fairly in line with international Satisfaction index by country 44 Pg 40 Core competencies 45 Employees best practices and deliver world-class services to hitherto excluded Core competency benchmark ranking 48 segments of the economy through innovation and technology. Training programmes in 2012 49 Environment We are confident that we will tell a story of continued sustainable Key issues in the marketplace 50 Environmental sustainability strategy 50 growth and excellence; as we consciously manage the social and Global best practice benchmarking 50 ESRM policy review 51 environmental impact of our business operations and activities. Customised sustainable finance toolkit 51 Pg 50 Client engagement 51 Environment Due diligence and cost benefit analysis (CBA) 51 This is our commitment to sustainable banking. Setting out ESRM needs in loan documents 51 Environmental initiatives 52 Supply Chain Key objectives 58 Communities Pg 58 Key issues in the marketplace 60 Demystifying the HIV virus 60 Supply Chain Gift from Africa 61 SME workforce policy programme 62 Female empowerment and diversity 62 Employee volunteering 63 Other information Nigeria Sustainable Business Principles 70 GRI Data 74 Our Approach to Tax 84 Assurance 85 Designed and produced by MerchantCantos, www.merchantcantos.com Methodological Notes 87 Corporate Directory 88 Printed by Empress Litho Limited Contact information Printed on Greencoat 55 Silk which is carbon balanced paper. This means the carbon intensity has been 88 measured through the production process and an equivalent carbon credit (offset) has been purchased. It is made from 55% recovered fibre, diverting waste from landfill, and contains material sourced from responsibly managed Pg 60 forests together with recycled fibre, certified in accordance with the FSC (Forest Stewardship Council). It is Communities manufactured to the ISO 14001 international standard, minimising negative impacts on the environment. Welcome to Access Bank Overview About this Report The 2012 Access Bank Group By applying sustainability in Sustainability Report gives a comprehensive insight into the Bank’s sustainability journey and performance in the year all we do, we lead by example under review in relation to its key stakeholders, communities and the environment. and have a positive impact on our This report is the fifth Access Bank Group Sustainability Report. It covers the period January through December 2012. society. We make the difference The report also represents a landmark in the Bank’s sustainability journey because in our industry by ourselves the revision of the Bank’s Corporate Philosophy meant that sustainability was defined as an integral part of the embodying the change we want to Bank’s operations. Unlike our previous Sustainability reports, which adopted the see. In this way, we are setting the Global Reporting Initiative (GRI) reporting format GR13, this latest Access Bank Group Sustainability Report is an standard for all of Africa. improvement as it is developed in line with the GRI G3.1 Guidelines, the Nigeria Sustainable Banking Principles and the Social Responsibility (SR) guidance in ISO26000. We have also adopted leading international assurance standards by utilising the AA1000 Assurance Standards provided by Corporate Citizenship, a leading independent third-party assurer of corporate responsibility reports. The assurance process was done in line with the AA1000 See page 02-03 Assurance Standard and by Leadership For further information undertaking on-site visits and conducting interviews with several managers and heads We apply international best practice, pioneer new of Strategic Business Units around the Group. standards, break new grounds and challenge the status The content of this report therefore fully reflects the quo. We are determined to build the world’s most Bank’s activities during the year under review. We hope respected African bank. it demonstrates clearly how we have truly embedded sustainability into the core of our business. See pages 04-05 Responsibility For further information We see it as our duty to help grow local communities and the real economy. We are determined to balance economic, environmental and social considerations in our work. See page 06-07 Performance For further information We surpass our targets, set new records and create new values in our industry and beyond. We have overcome many hurdles and are the best in all that we do. Access Bank Plc Sustainability Report 2012 01 Leadership We are focused on creating a responsible financial At Access Bank we translate organisation that will be the pride of Africa. Pages 08-09 vision into reality. We are For further information focused on leading by example throughout Africa. We apply international best practice, pioneer new standards, break new grounds, cross new frontiers and challenge the status quo. We are determined to be the best and build the world’s most respected African bank. Our goal is to secure the future by building a sustainable business that brings prosperity to our stakeholders and the African continent. 02 Access Bank Plc Sustainability Report 2012 Overview Access Bank Plc Sustainability Report 2012 03 04 Access Bank Plc Sustainability Report 2012 Responsibility Overview As a responsible organisation, we have aligned the way we As a bank of best practice, we have manage our environmental impacts with global best environmental standards. a responsibility to the society. We Pages 50-57 see it as our duty to help grow local For further information communities and the real economy through the provision of capital, which in turn drives infrastructure development, creates jobs, and enables companies and individuals to purchase goods and do business every day. We are determined to drive profitable and ethical economic growth that is environmentally responsible and socially relevant. We will be a force for good in all that we do. We take personal responsibility for delivering outcomes to our respective stakeholders. We are fully committed to our day-to-day actions and business decisions, and remain determined to balance economic, environmental and social considerations in our work. Access Bank Plc Sustainability Report 2012 05 Performance We have received numerous accolades and awards for our achievements. We have consistently surpassed Page 18 our targets, set new records For further information and created new values in our industry and beyond. We embody the change we want to see and have continuously created new opportunities to secure the prosperity of the Bank and its stakeholders. We have also mastered our operating environment and benchmarked our goals against the best. We have overcome many hurdles and are proud of our unique achievements. We are the best in all that we do. 06 Access Bank Plc Sustainability Report 2012 Overview Access Bank Plc Sustainability Report 2012 07 Executive Summary The past year was a unique achievement for the Bank as it continued on its sustainability journey. A key development was our decision to embed Access Bank is committed to delivering products We aim to be Africa’s most respected bank and have sustainability into our operations and make and services that make everyday life better for set out a strategy and it a core component of our business outlook. people. We take every opportunity to improve developed the capabilities We also reviewed our Corporate Philosophy people’s lives in a way that protects the Earth’s for achieving this. and set our focus to be the most respected environment and improves the communities in Pages 17-31 bank on the African continent. We also asserted which we live and work. We also take care to focus For further information our leadership position through our responsible our sustainability efforts on improvements that business practices and by enhancing our matter so that we make the most meaningful performance in all areas of our business. impact possible. The Bank is focused on embedding sustainability World’s most respected African bank into the business and laying a firm foundation We aim to be the world’s most respected African based on sustainable best practices, while also bank and have set out a strategy and developed delivering continued growth. We are taking the the capabilities for achieving this. We seek to lead in the communities we serve and within our provide industry leadership in sustainability and wider finance and banking industry by helping to are not afraid to take bold decisions to accomplish solve society’s challenges and improve people’s our objectives. quality of life. We see it as our duty to go beyond We are focused on creating a responsible our basic responsibilities and do more than financial organisation that will be the pride of is expected. Africa.