Sustainability report 2018 CONSOLIDATED NON-FINANCIAL DISCLOSURE pursuant to Italian Legislative Decree 254/2016 Contents Contents............................................................................................................................................................. 2 Letter to stakeholders ........................................................................................................................................ 4 Summary data .................................................................................................................................................... 5 Note about the method ..................................................................................................................................... 7 TPER ................................................................................................................................................................... 9 Vision and Mission ....................................................................................................................................... 10 Sustainability scenarios, strategies and policies ........................................................................................... 11 Governance and corporate structure .......................................................................................................... 21 Control model and measures to combat corruption ................................................................................... 25 Integrated management system, policies and certification ......................................................................... 28 Stakeholders and materiality analysis .......................................................................................................... 31 Risk management ........................................................................................................................................ 36 Responsible management of the business ....................................................................................................... 42 Services provided ......................................................................................................................................... 42 Projects ........................................................................................................................................................ 46 Innovation .................................................................................................................................................... 48 Sector positioning and benchmarking (road services) ................................................................................. 52 Internal organisation - Human resources ........................................................................................................ 54 Labour practice ............................................................................................................................................ 55 Developing human resources ...................................................................................................................... 57 Industrial relations ....................................................................................................................................... 59 Employment ................................................................................................................................................. 60 Diversity and equal opportunities ................................................................................................................ 62 Health and safety ......................................................................................................................................... 63 Training and education ................................................................................................................................ 65 Economic sustainability .................................................................................................................................... 68 Economic value generated and distributed ................................................................................................. 68 Analysis of the economic impact on the area .............................................................................................. 71 Investments ................................................................................................................................................. 72 The extended value of TPER (direct, indirect, induced) ............................................................................... 72 Environmental sustainability ............................................................................................................................ 77 TPER's environmental policy ........................................................................................................................ 78 TPER fleet ..................................................................................................................................................... 79 Environmental sustainability and circular economy .................................................................................... 82 Materials ...................................................................................................................................................... 83 Energy consumption .................................................................................................................................... 84 Emissions ..................................................................................................................................................... 87 Gruppo Tper 2 Environmental performance. TPER's contribution to reducing emissions ................................................... 91 Waste management ..................................................................................................................................... 92 Water resources .......................................................................................................................................... 93 Biodiversity .................................................................................................................................................. 94 Suppliers .......................................................................................................................................................... 95 Responsible management of the supply chain ............................................................................................ 95 Customers ........................................................................................................................................................ 97 Ticket distribution ........................................................................................................................................ 98 Quality of services ........................................................................................................................................ 98 Communication, information, listening ..................................................................................................... 101 Security ...................................................................................................................................................... 102 Users' Advisory Committee ........................................................................................................................ 103 Customer satisfaction ................................................................................................................................ 104 TPER's commitment to the region ................................................................................................................. 109 Local communities ..................................................................................................................................... 110 Public shareholders - Local institutions in the areas of operation - Mobility agencies .............................. 112 Training and education .............................................................................................................................. 112 Company growth ....................................................................................................................................... 113 Marketing communication ......................................................................................................................... 115 Other initiatives ......................................................................................................................................... 115 GRI Content Index .......................................................................................................................................... 118 Report by the external auditors ..................................................................................................................... 122 Gruppo Tper 3 Letter to stakeholders GRI 102-14 The 2018 Sustainability Report, which contains the information required by the Consolidated Non-Financial Disclosure pursuant to Italian Legislative Decree no. 254/2016, again confirms the desire to present the Group's approach and performance in a transparent and shared manner. In fact, this document is a synthesis of TPER's commitment to integrate information