2017 SUSTAINABILITY REPORT 2 2017 SUSTAINABILITY REPORT AMERICA MÓVIL Report Scope (102-46, 102-48, 102-49, 102-50, 102-51, 102-52, 102-53, 102-54, 102-56) América Móvil has published a Sustainability Report annually since 2010; it describes our accomplishments regarding our employees, social development, and the environment in a clear and transparent manner in order to enhance our communication with our main stakeholders. This report includes América Móvil’s results for the period between January 1st and December 31st 2017. The report was drafted based on the Global Reporting Initiative (GRI) Standards methodology, using the “in accordance” core option. Unless we state otherwise, we report information corresponding to the 25 countries where we operate, which we have grouped by region. The content of this report is based on our materiality assessments, our commitment to the UN’s 10 Principles of the Global Compact and Sustainable Development Goals, and the methodology suggested by the Sustainability Index of the Mexican Stock Exchange. Adhering to our commitment to share true and transparent information, Valora Consultores verified several of the indicators included in this report. The scope of the indicators that were subject to verification and the letter issued by Valora Consultores are referenced in the sections entitled GRI Content Index and External Verification Letter. CONTENT Introduction 2 Message from the CEO 3 Company Profile 5 Sustainability Management 14 Corporate Governance 21 Employees 35 Society 48 Environment 77 Appendix 91 3 2017 SUSTAINABILITY REPORT AMERICA MÓVIL MESSAGE FROM THE CEO (102-14) IN THE 21ST CENTURY, ACCESS TO TELECOMMUNICATIONS In 2017, at América Móvil we continued Hyper-connectivity and IoT are among to be an agent of change, transforming the most relevant evolutions ever SERVICES AND TO THE INTERNET HAS OPENED UP A how we relate to each other, how we experienced by telecommunications. WORLD OF DEVELOPMENT OPPORTUNITIES. CONNECTIVITY do business, and how we interconnect Our solid platforms will allow us to the world with innovating products and meet the growing demands in data TRANSLATES INTO EMPOWERMENT: THE MORE services. We contributed to closing traffic and the increase in the volume CONNECTED A SOCIETY, THE STRONGER IT BECOMES. the digital divide by investing in a of transactions we foresee across our convergent platform and modernizing networks over the next few years. We mobile and fixed networks with state- will continue to offer the best user of-the-art technologies. experience and connect hundreds of thousands of IoT devices, fostering Smart phones are currently our best innovation, growth, and efficiency in allies in addressing many of our daily our homes, cities, and industries. We needs; they have become our mobile will continue to improve the quality of office, bank, store, and source of life in our society by offering solutions entertainment. This is why in Mexico such as smart homes and cars, and all over the world, connectivity and health services, education, and on-line data traffic have increased significantly entertainment. over the past few years. At América Móvil we are convinced Daniel The evolution of our industry that connectivity generates Hajj Aboumrad compelled us to go beyond empowerment and that the CEO telecommunications, paving the telecommunications sector is a América Móvil way for us to offer integrated digital catalyst for development and inclusion services. The new digital world in our society. To this end, we are ecosystem has allowed us to develop constantly promoting and developing comprehensive solutions based on strategies that will enable us to the interaction between the Internet of maintain our leadership position in this Things (IoT), cloud-based services, Big sector, confirming our commitment to Data services, information analysis, our employees, commercial partners, e-commerce, and Over the Top (OTT) shareholders, and to the communities services. where we operate. 4 2017 SUSTAINABILITY REPORT AMERICA MÓVIL Based on our ethical and moral It is with great pleasure that I present commitment to reducing poverty the 2017 América Móvil Sustainability in the areas where we operate, Report, where you will find detailed we worked hand in hand with the information on our achievements for Carlos Slim Foundation to eliminate this year. access to information barriers. Through the Aprende.org platform, We wish to express our appreciation for example, every person with an for the trust our investors have internet connection in a rural or placed on us; for the hard work and urban area can obtain free access to commitment of our employees, health, educational, cultural, and job- suppliers, and distributors in our training contents, including programs effort to continue offering the best developed by MIT, Harvard, Berkeley, telecommunications solutions and and the Sorbonne in Paris. This services. In particular, we would platform currently has more than 11.5 like to thank our customers for their million users in 194 countries. preference and the opportunity they give us to connect them with the world We have also developed a and with their worlds. sustainability strategy that includes a risk and materiality assessment, the We reiterate our commitment to AMÉRICA MÓVIL INTRODUCED THE creation of a Sustainability Executive continue to be an agent of change Committee, and the alignment of our and transformation for the 21st INTERNET OF THINGS SOLUTIONS environmental and social programs to century by leveraging our strategic the Sustainable Development Goals telecommunications technologies in TO LATIN AMERICA, RATIFYING ITS (SDGs) of the United Nations. order to provide greater well-being for LEADERSHIP IN INNOVATION. the people. Resulting from these achievements, and many others included in this report, we see a future full of hope and we are convinced that we will continue to contribute to the development of society in those places where we are present. 5 2017 SUSTAINABILITY REPORT AMERICA MÓVIL COMPANY PROFILE AMÉRICA MÓVIL IS THE WORLD’S FOURTH LARGEST TELECOMMUNICATIONS COMPANY— EXCLUDING CHINA—IN TERMS OF WIRELESS SUBSCRIBERS. Our world-class communications platform allows us to offer our clients a portfolio of value-added services and innovative communications solutions. We are present in 25 countries in the Americas, Europe, and the Caribbean: Mexico, United States, Brazil, Peru, Colombia, Ecuador, Argentina, Paraguay, Uruguay, Chile, Costa Rica, El Salvador, Guatemala, Honduras, Nicaragua, Panama, Puerto Rico, Dominican Republic, Austria, Belarus, Bulgaria, Croatia, Slovenia, Macedonia and Serbia. 6 2017 SUSTAINABILITY REPORT AMERICA MÓVIL In Latin America, América Móvil operates COMPANY under its brands Telcel, Telmex, and Claro. In Europe it operates under the A1 brand, PRESENCE through Telekom Austria. (102-1, 102-3, 102-4) BELARUS AUSTRIA SLOVENIA SERBIA CROATIA UNITED BULGARIA STATES MACEDONIA HONDURAS MEXICO DOMINICAN REPUBLIC GUATEMALA PUERTO RICO EL SALVADOR COLOMBIA NICARAGUA COSTA RICA BRAZIL PANAMA PARAGUAY ECUADOR URUGUAY PERU ARGENTINA Corporate offices 7 2017 SUSTAINABILITY REPORT AMERICA MÓVIL AS OF DECEMBER 31ST 2017, AMÉRICA MÓVIL HAD 362 MILLION ACCESSES: 279 MILLION WIRELESS SUBSCRIBERS, 83 MILLION REVENUE GENERATING UNITS (RGUS) INCLUDING FIXED LINES, BROADBAND, AND PAY TV. (102-2, 102-6) MAIN BRANDS AND BUSINESSES IN COUNTRIES WHERE WE OPERATE Percentage of Percentage of Number of Number of the operation the operation Country or Region Main Brands Main Businesses Equity Stake Accesses Country or Region Main Brands Main Businesses Equity Stake Accesses (millions of (millions of (thousands)3 (thousands)3 accesses) accesses) Telcel 100.00% The Caribbean 95,706 26% Telmex Infinitum 98.80% Mexico Dominican Republic Claro 100.00% 2 8,337 2% Sección Amarilla 98.40% Puerto Rico Claro 100.00% Telvista 90.00% TracFone Brazil Claro 97.70% 94,926 26% United States 100.00% 23,132 6% Straight Talk Claro 99.40% Colombia 36,106 10% Austria and Eastern Europe Telmex 99.30% Austria A14 Southern Cone Belarus A1 Claro 100.00% Argentina Telmex 99.70% Bulgaria A1 Claro 100.00% Croatia A1 51.00% 26,694 7% Chile 2 33,099 9% Telmex 100.00% Macedonia A1 Paraguay Claro 100.00% Serbia A1 Uruguay Claro 100.00% Slovenia A1 Andean Region TOTAL 361,856 100% Ecuador Claro 100.00% 22,117 6% Peru Claro 100.00% Mobile services Central America Costa Rica Claro 100.00% Fixed-line services El Salvador Claro 95.80% Pay TV Guatemala Claro 99.30% Content sales1 21,738 6% Honduras Claro 100.00% Others Nicaragua Claro 99.60% Panama Claro 100.00% 1 Includes Claro video and Claro música services and, for Mexico, includes services offered by subsidiaries that are not concessionaires of telecoms services. 2 Equity held by Telmex Internacional, in which América Móvil holds a 97.90% stake. 3 Includes our mobile, fixed-line, broadband, and TV subscribers, including DTH. 4 In 2017 Telekom Austria AG (“Telekom Austria”) announced it would change the name of all its commercial brands in the region to A1. 8 2017 SUSTAINABILITY REPORT AMERICA MÓVIL WE HAVE THE MOST EXTENSIVE SATELLITE SYSTEM IN LATIN AMERICA COVERING MEXICO, THE US, AND CENTRAL AND SOUTH AMERICA. Infrastructure The Submarine Cables is more than (203-1) 168,000 km long and includes a At América Móvil, we firmly believe that 17,500-km AMX-1 System and 12 we need to perform a continuous effort landing points. to increase, improve, and incorporate state-of-the-art technology into our The transmission capacity of this infrastructure so that we can continue submarine cable is 90 Tbit/second. to offer our customers the best When operating at full capacity, the connectivity solutions. cable is able to process 846 million calls simultaneously, transfer 53 Throughout the year we worked on million images per second, and virtualizing our servers in order to download 2.2 million songs per improve our general performance and second. In order to support our expand our availability, flexibility and complex infrastructure, we have a scalability, and to reduce costs.