1 Report on non-financial information of Bank Millennium and Capital Group of Bank Millennium in 2017 year 2 Report on non-financial information of Bank Millennium and Capital Group of Bank Millennium in 2017 year This report includes a Bank Millennium and Capital Group of Bank Millennium statement prepared in accordance with the Accounting Act (Article 55, paragraph 2b-2e) according to the GRI Standards, includes non-financial information related to the Bank Millennium and Capital Group of Bank Millennium for the period from 1 January to 31 December 2017 and is an integral part of the Bank Millennium and Capital Group of Bank Millennium. INDEX I. BANK AND THE BANK MILLENNIUM GROUP .......................................................... 6 1. PROFILE OF THE ORGANIZATION ............................................................................ 6 1.1. SCALE OF OPERATIONS .................................................................................. 7 1.2. SHAREHOLDER STRUCTURE ............................................................................. 7 1.3. BUSINESS PERFORMANCE ................................................................................ 8 2. BUSINESS MODEL AND THE VALUE CREATION MODEL .................................................... 10 3. STRATEGY 2018-2020 ........................................................................................ 14 4. MANAGEMENT APPROACH TO SUSTAINABLE DEVELOPMENT ............................................ 15 4.1. OVERSIGHT, IDENTIFICATION AND MANAGEMENT OF ECONOMIC, ENVIRONMENTAL AND SOCIAL ISSUES ................................................................................................. 16 4.2. IMPACT OF THE BANK'S ACTIVITY ON SUSTAINABLE DEVELOPMENT AND STAKEHOLDER RIGHTS ......................................................................................................... 16 4.3. DESCRIPTION OF THE SIGNIFICANT RISKS RELATED TO THE ENTITY’S ACTIVITY ............... 18 4.4. MANAGEMENT OF RISKS ASSOCIATED WITH THE IMPACT OF ENVIRONMENTAL AND SOCIAL FACTORS ....................................................................................................... 18 5. MISSION, VALUES AND ETHICS .............................................................................. 19 5.1. THE BANK MILLENNIUM GROUP’S VALUES ............................................................ 19 5.2. ETHICAL STANDARDS ................................................................................... 20 5.3. RESPECTING HUMAN RIGHTS .......................................................................... 21 II. BUSINESS .............................................................................................. 22 1. EASY BANKING ................................................................................................ 22 1.1. INNOVATIVE BANKING AND NON-BANKING SERVICES ............................................... 22 1.2. SOCIALLY RESPONSIBLE PRODUCTS AND SERVICES ................................................. 23 1.3. CONVENIENT ACCESS TO FINANCIAL SERVICES ...................................................... 27 2. QUALITY OF CUSTOMER SERVICE .......................................................................... 28 2.1. HIGH CUSTOMER SERVICE STANDARDS ............................................................... 28 2.2. APPRECIATING CUSTOMER EXPECTATIONS .......................................................... 28 2.3. COMPLAINTS MANAGEMENT ........................................................................... 29 3. RESPONSIBLE ADVERTISING AND SALES .................................................................... 31 3.1. CLEAR ADVERTISING MESSAGES ....................................................................... 31 3.2. RELIABLE MARKETING COMMUNICATION ............................................................. 31 3.3. TRANSPARENT INFORMATION ABOUT PRODUCTS AND SERVICES ................................. 31 3.4. ETHICAL STANDARDS IN CLIENT SERVICE ............................................................ 32 4. SAFETY OF CLIENT FUNDS ................................................................................... 34 4.1. COMPLIANCE - ENSURING THAT ACTIVITIES COMPLY WITH THE LAW ............................ 34 4.2. FRAUD PREVENTION .................................................................................... 34 4.3. ANTI-MONEY LAUNDERING AND COUNTERING TERRORISM FINANCING (AML/CTF) ............. 35 4.4. PREVENTING CONFLICTS OF INTERESTS .............................................................. 35 4.5. ANTI-CORRUPTION ...................................................................................... 36 4.6. INFORMATION AND TRANSACTION SECURITY ........................................................ 36 4.7. INTERNAL AUDIT ........................................................................................ 37 5. THE BANK IN THE MARKET ENVIRONMENT ................................................................. 38 5.1. COOPERATION WITH TRADE ORGANIZATIONS ....................................................... 38 5.2. RELATIONS WITH THE CAPITAL MARKET ............................................................. 39 6. BUSINESS PARTNERS ......................................................................................... 41 3 III. EMPLOYEES ........................................................................................... 43 1. HEADCOUNT .................................................................................................. 43 1.1. BANK MILLENNIUM’S AUTHORITIES AND CORPORATE GOVERNANCE STRUCTURE .............. 43 1.2. HEADCOUNT STRUCTURE .............................................................................. 44 2. WORKING CONDITIONS ...................................................................................... 49 2.1. HR POLICY ............................................................................................... 49 2.2. COMPENSATION POLICY ................................................................................ 50 2.3. SIGNIFICANT RISKS RELATED TO THE EMPLOYEE AREA ............................................ 50 2.4. SUPPORTING DIVERSITY AND COUNTERACTING DISCRIMINATION ................................. 51 2.5. FREEDOM OF ASSOCIATION ............................................................................ 53 2.6. EMPLOYEE APPRAISAL .................................................................................. 53 2.7. PROFESSIONAL DEVELOPMENT ........................................................................ 54 2.8. FRIENDLY WORKPLACE ................................................................................. 57 2.9. SOCIAL BENEFITS ........................................................................................ 58 3. EMPLOYEE HEALTH AND SAFETY ........................................................................... 61 IV. SOCIETY ............................................................................................... 63 1. SOCIAL ENVIRONMENT ....................................................................................... 63 2. DIALOGUE WITH STAKEHOLDERS ........................................................................... 64 3. PRO-SOCIAL ACTIVITIES ..................................................................................... 66 3.1. BANK MILLENNIUM FOUNDATION PROGRAMS ........................................................ 67 3.2. CHARITABLE CAMPAIGNS ............................................................................... 68 3.3. PROMOTION OF CULTURE .............................................................................. 68 3.4. SUPPORTING INNOVATION ............................................................................. 69 3.5. SUPPORTING EDUCATION .............................................................................. 69 V. NATURAL ENVIRONMENT ........................................................................... 72 1. ENVIRONMENTAL IMPACT MANAGEMENT .................................................................. 72 2. REDUCTION OF MATERIAL CONSUMPTION ................................................................. 72 3. WASTE MANAGEMENT CONTROL ........................................................................... 73 4. MONITORING ENERGY, WATER AND FUEL CONSUMPTION ............................................... 74 5. INTRODUCTION OF ENVIRONMENTALLY-FRIENDLY SOLUTIONS ......................................... 77 6. BANK'S ENVIRONMENTALLY FRIENDLY PRODUCTS AND SERVICES ....................................... 80 7. ENVIRONMENTAL EDUCATION CAMPAIGNS ................................................................ 81 VI. ABOUT THIS REPORT ................................................................................ 82 1. APPROACH TO REPORTING .................................................................................. 82 2. ACCOUNTING ACT COMPLIANCE TABLE .................................................................... 84 3. GRI STANDARDS CONTENT INDEX ........................................................................... 85 4. CONTACT ...................................................................................................... 91 Report on non-financial information of Bank Millennium and Capital Group of Bank Millennium in 2017 year 4 LETTER FROM THE CHAIRMAN OF THE MANAGEMENT BOARD Dear Sir or Madam, „We always aim higher” is one of the key values of Bank Millennium – it orients our actions and makes us stand out with