An Italian story since 1472 R e p o r t 09 Social responsibility of the Montepaschi Group 1 INDEX REMARKS FROM THE CHAIRMAN . .3 REMARKS FROM THE CEO . .4 1. STRATEGY AND ANALYSIS . .5 2. GROUP PROFILE . .9 3. REPORT PARAMETERS . .14 4. GOVERNANCE, COMMITMENTS, AND INVOLVEMENT . .19 FS. SOCIAL AND ENVIRONMENTAL ASPECTS OF THE FINANCE SECTOR . .29 Policies and Management and Verification systems . .29 Management approach . .29 Products and Services . .35 EC. ECONOMIC PERFORMANCE . 44 Policies and Management and Verification systems . 44 EN. ENVIRONMENTAL PERFORMANCE . .51 Policies and Management and Verification systems . .51 Raw materials . .52 Energy . .55 Water . .62 Bio-diversity . .63 Emissions, effluents, and waste . .63 Products and Services . 66 Compliance . 68 Transport . .69 Overall . .69 LA. DEVELOPMENT AND VALORISATION OF PERSONNEL . .70 Development strategies and models . .70 Work relationships and conditions . .72 Industrial relations . .78 Health and safety at work . .81 Training and resources development . .83 Quality of working life and equal opportunities . .88 HR. PROMOTION OF HUMAN RIGHTS . 90 Policies and Management and Verification systems . 90 Investments and Procurement Practices . .91 Non Discrimination . .92 Freedom of association and collective bargaining . .92 Child labour . .93 Forced labour . .93 SO. IMPACT ON SOCIETY . 94 Policies and Management and Verification systems . 94 Community . 94 Corruption . .95 Political participation . .96 Anti-Collusive behaviour . .97 PR.PRODUCT RESPONSIBILITY . .99 Policies and Management and Verification systems . .99 Consumer Security . .101 Information on Products and Services and Customer Satisfaction . 103 Marketing and Communication . ..