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CSR STRATEGY
EXCELLENCE IN BUSINESS
COMPREHENSIVE MANAGEMENT
CONTRIBUTION TO PROGRESS
SOCIAL AND CULTURAL ACTION
COMMUNICATE AND DIALOGUE
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THE REPORT IN BRIEF
CHAIRMAN'S LETTER
2008 MILESTONES
TARGETS 2009
KEY INDICATORS
GLOBAL COMPACT
MILLENNIUM GOALS
EXECUTIVE SUMMARY
LEADING PROGRESS
CASH FLOW
SHAREHOLDERS
The share
Shareholder returns
Return per share 2008
SUPPLIERS
Amount allocated to suppliers
Size of registered suppliers
2008 Allocations by Product Line
ABOUT THE REPORT
Presentation of the report
Country reports
Principles applied
Content
Quality
Scope
Procedure for compiling information
Basic scope of the 2008 report
Exceptions
Assurance
Ernst&Young verification
Corporate citizenship verification
GRI Tables
Site Map
Areas involved in providing information
Downloads of the report in PDF
SPECIAL: ENVIRONMENT
Strategy
Follow-up of 2008 targets
2009-2011 targets
Partnerships and co-operative agreements
Spain
Latin America
Europe
Environmental policy
Climate change
Energy efficiency in networks
Spain
Latin America
Europe
Renewable energy
Spain
Latin America
Europe
Green IT
Low-carbon procurement
Efficient products and services
Products
Services
Awareness-raising and commitment
Awareness-raising
Responsibility of ICTs
Emissions inventory
Management model
Environmental performance index
Management review
Spain
Latin America
Europe
Extending our commitment
Customers
Employees
Environmental footprint
Environmental and visual impact
Initiatives to reduce visual impact
Roll-out in protected areas
Noise control
Radio wave emissions
Resource use
Waste management
Telefónica waste
Customer waste
Environment in figures
Emissions inventory
Network roll-out
Resource use
Waste
Environmental accounting
CSR STRATEGY
Human Resources, Corporate Reputation and Responsibility Committee
CSR management model
Self-assessment
Stakeholder perceptions
CSR Strategy 2.0
Comprehensive and transparent management
Excellence in business
Contribution to progress
Social and cultural action
Communicate and dialogue
EXCELLENCE IN BUSINESS
Customers
Customer access
Wireless telephony
Fixed telephony
Broadband
Pay-TV
Products and services
Fibre optics and wireless broadband
Social networks
New handsets, television...
The Information Society and productivity
New challenges
Innovation
New innovation capacity
Business initiatives
Universities
Infrastructure
Customer satisfaction
Regional development
Customer experience and improvement initiatives
Cultural transformation
Processes
Customer culture
Quality of service
Provision of service
Running the service
Technical support
Invoicing
Transparent invoicing
Movistar promises
Customer service
Stores
Telephone support
On-line channels
Complaints
Ombudsman service
Exchange of best practices
Employees
Our professionals
Workforce characteristics
Indirect employment
Workforce changes and rotation
Redundancy programmes
Opportunities for young people
Strategy: Employee promise
A great place to work
Turning employees into fans: GPTW
Horizonte and Integra programmes
Employee commitment
Working environment and commitment survey
Communication: global policies and tools
Diversity and inclusion
Remuneration
Corporate volunteering
A strong performance-based culture.
Training and development
A culture of confidence
Mobility
Belonging to an international company
Ekiss
Universitas Telefónica
International mobility
Leveraging global talent.
Opportunities for promotion
COMPREHENSIVE MANAGEMENT
Corporate governance
General Shareholders’ Meeting
Board of Directors
Board Committees
Transparency with shareholders
Communication channels with shareholders
Free phone for shareholders
On-line channels
Conferences and forums
Publications
Regulations governing financial reporting to the markets
External auditor
Business principles
Business principles office
Training
Spain
Latin America
Europe
Associated regulations
Responsible purchasing
Minimum environmental requirements
Regulations governing adult content
Risk management
Data protection
Responsible advertising
Integration in the workplace
Control tools
Confidential line
Internal audit
Transparency
Commitment to human rights
Colombia
Responsible purchasing
Procurement model
E-commerce
Supplier satisfaction
Payment obligations
Promotion of CSR
People involved
Evaluation of suppliers
Evaluation structure
Evaluation questionnaire
Content of questionnaire
External audit of suppliers
Purchasing from socially responsible suppliers
Training and raising awareness
Collaboration with the ICT sector
Third-party management in Latin America
Green purchasing
Respecting the market rules
Competitive environment
Spain
United Kingdom
Germany
Ireland
Czech Republic
Brazil
Argentina
Colombia
Central America
Chile
Ecuador
Mexico
Peru
Venezuela
Compliance with regulatory framework
Competition standards
Telecommunications sector standards
Significant procedures
Spain
Europe
Latin America
ICTs and intellectual property
Teaching to create
ICTs and data protection
Data protection
Localisation services
Use of ICTs: children and adolescents
Self-regulation
Security standards and policies
Adult content
Blocking illicit and undesirable content
Code of conduct
Raising sensitivity
Educating minors and families
Preventing bullying in schools using new technologies
Employee training
Interactive generations
Interactive Generations forum
Specific products
Anti-spam
Anti-phishing
Customised handsets
Content filters
Partnerships
Alliance against child pornography
TeachToday
Social dialogue
Freedom of association
Collective bargaining
Industrial disputes
Health and safety
Healthcare
Medical checkups
Health insurance
Occupational health and safety
Risk evaluation
Emergency measures
Negotiations with workforce representation
Coordinating business activities
Accident rate
Health and Safety Committees
CONTRIBUTION TO PROGRESS
ICTs leading progress
A more interconnected world
The Information Society
Spain
Latin America
Europe
Debate and knowledge in the Telefónica Foundation
Digital inclusion
Universal Service
Spain
Latin America
Europe
Economic inclusion
Spain
Latin America
Geographic inclusion
Spain
Latin America
Educational inclusion
EducaRed
Accessibility
Dialogue: Network of partners
Users' experience
Dialogue with institutions and business
Internal dialogue
Communication, raising awareness and training
Training
Events
Documents and manuals
O2 Ability Awards
Products for the disabled and senior citizens
Fixed telephony and broadband
Wireless
Customer service
Innovation: design for all
Integration in the workplace
Social action
Responsible investment
Telefónica is a responsible investment
Telefónica invests with responsibility
SOCIAL AND CULTURAL ACTION
Expenditure on social and cultural action
LBG methodology
Fundación Telefónica
Beneficiaries
ATAM
Integration in the workplace
Other partnerships
Transformation process
Business network
Own assistance centres
Services for members
Advances
Financial aid beneficiaries
Targets
Social action in Europe
If you could change one thing ...
Other programmes
Social and cultural sponsorship
Popularising culture
Sport and social integration
2008 World Expo
Campus Party
Brazil
Colombia
Latin America
COMMUNICATE AND DIALOGUE
Dialogue
Shareholders and investors
Customers
Employees
Media
Suppliers
Society
Opinion leaders
Debates
Chile
Peru
Germany
Ireland
Telefónica CSR reports
Spain
Argentina
Brazil
Colombia
Ecuador
Peru
Advertising
Transparency, legality and respect
A responsible advertising model
Advertising 'with a message'
CSR reports
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