This is the third year we have published information in accordance with the Global Reporting Initiative (GRI) G3 standard and we continue to be an organisational stakeholder in this organisation.
Our Reports corresponding to 2006, 2007 and 2008 have been audited by a third party for compliance with the G3 principles. As was the case last year, our 2008 CSR Report is in accordance with GRI, with a level of A+.
Below, you can browse our online version of the GRI tables. Alternatively, you can download an Excel version here
As a new feature for this 2008 report, we have incorporated the GRI Tables correspond to each country. On the left, you will find various links to download each file in Excel. All tables will be available from September
| 1.1. | Statement from the most senior decisionmaker of the organization (e.g., CEO, chair, or equivalent senior position) about the relevance of sustainability to the organization and its strategy. | |||||
| Carta del Presidente Cesar Alierta (http://www.telefonica.com/ext/rc08/es/telefonica/informe_en_breve/carta_del_presidente.html) | ||||||
| 1.2. | Description of key impacts, risks, and opportunities | |||||
| Annual Report Telefónica Group (pg 50-55) | ||||||
| 2.1 | Name of the organization. | |||||
| Carta del Presidente Cesar Alierta (http://www.telefonica.com/ext/rc08/es/telefonica/informe_en_breve/carta_del_presidente.html) | ||||||
| 2.2 | Primary brands, products, and/or services. | |||||
| Annual Report Telefónica Group (pg 08-09 y pg. 28-29) | ||||||
| 2.3 | Operational structure of the organization, including main divisions, operating companies, subsidiaries, and joint ventures. | |||||
| Annual Report Telefónica Group (pg 10-11) | ||||||
| 2.4 | Location of organization’s headquarters. | |||||
| Reputación y Responsabilidad
Corporativa Telefónica S.A. Distrito C Edificio Oeste 2- Planta 1ª 28050 Madrid |
||||||
| 2.5 | Number of countries where the organization operates, and names of countries with either major operations or that are specifically relevant to the sustainability issues covered in the report | |||||
| Annual Report Telefónica Group (pg 08-09) | ||||||
| 2.6 | Nature of ownership and legal form | |||||
| Annual Report Telefónica Group (pg 50-55) | ||||||
| 2.7 | Markets served (including geographic breakdown, sectors served, and types of customers/beneficiaries). | |||||
| Annual Report Telefónica Group (pg 08-09) | ||||||
| 2.8 | Scale of the reporting organization | |||||
| Annual Report Telefónica Group (pg 08-09) | ||||||
| 2.9 | Significant changes during the reporting period regarding size, structure, or ownership including: The location of, or changes in operations, including facility openings, closings, and expansions; and Changes in the share capital structure and other capit | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/acerca_del_informe/perimetro/index.html | ||||||
| 2.10 | Awards received in the reporting period | |||||
| CR Report Telefónica Group (pg 54-55) (link a http://www.telefonica.com/ext/rc08/es/telefonica/informe_en_breve/resumen_ejecutivo.html) | ||||||
| 3.1 | Reporting period (e.g., fiscal/calendar year) for information provided. | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/acerca_del_informe/index.html | ||||||
| 3.2 | Date of most recent previous report (if any). | |||||
| CR Report Telefónica Group (pg 47) (link a http://www.telefonica.com/ext/rc08/es/telefonica/informe_en_breve/resumen_ejecutivo.html) | ||||||
| 3.3 | Reporting cycle (annual, biennial, etc.) | |||||
| CR Report Telefónica Group (pg 47) (link a http://www.telefonica.com/ext/rc08/es/telefonica/informe_en_breve/resumen_ejecutivo.html) | ||||||
| 3.4 | Contact point for questions regarding the report or its contents. | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/opina.html | ||||||
| 3.5 | Process for defining report content | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/acerca_del_informe/principios_elaboracion/index.html | ||||||
| 3.6 | Boundary of the report (e.g., countries, divisions, subsidiaries, leased facilities, joint ventures, suppliers) | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/acerca_del_informe/perimetro/index.html | ||||||
| 3.7 | State any specific limitations on the scope or boundary of the report8 | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/acerca_del_informe/perimetro/index.html | ||||||
| 3.8 | Basis for reporting on joint ventures, subsidiaries, leased facilities, outsourced operations, and other entities that can significantly affect comparability from period to period and/or between organizations. | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/acerca_del_informe/perimetro/index.html | ||||||
| 3.9 | Data measurement techniques and the bases of calculations, including assumptions and techniques underlying estimations applied to the compilation of the Indicators and other information in the report | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/acerca_del_informe/perimetro/proced_consolidacion.html | ||||||
| 3.10 | Explanation of the effect of any re-statements of information provided in earlier reports, and the reasons for such re-statement (e.g., mergers/ acquisitions, change of base years/periods, nature of business, measurement methods | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/acerca_del_informe/perimetro/index.html | ||||||
| 3.11 | Significant changes from previous reporting periods in the scope, boundary, or measurement methods applied in the report | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/acerca_del_informe/perimetro/index.html | ||||||
| 3.12 | GRI Table | |||||
| Link a tablas GRI | ||||||
| Mapa Web: http://www.telefonica.com/ext/rc08/es/telefonica/sitemap.html | ||||||
| 3.13 | Policy and current practice with regard to seeking external assurance for the report. If not included in the assurance report accompanying the sustainability report, explain the scope and basis of any external assurance provided. Also explain the relation | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/acerca_del_informe/aseguramiento/index.html | ||||||
| 4.1 | Governance structure of the organization, including committees under the highest governance body responsible for specific tasks, such as setting strategy or organizational oversight. UN7 | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/gobierno_corporativo/index.html | ||||||
| 4.2 | Indicate whether the Chair of the highest governance body is also an executive officer (and, if so, their function within the organization’s management and the reasons for this arrangement). | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/gobierno_corporativo/index.html | ||||||
| 4.3 | For organizations that have a unitary board structure, state the number of members of the highest governance body that are independent and/or non-executive members. | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/gobierno_corporativo/index.html | ||||||
| 4.4 | Mechanisms for shareholders and employees to provide recommendations or direction to the highest governance body. | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/gobierno_corporativo/index.html | ||||||
| 4.5 | Linkage between compensation for members of the highest
governance body, senior managers, and executives
(including departure arrangements), and the organization’s performance
(including social and environmental performance). |
|||||
| http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/gobierno_corporativo/index.html | ||||||
| 4.6 | Processes in place for the highest governance body to ensure conflicts of interest are avoided. | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/gobierno_corporativo/index.html | ||||||
| 4.7 | Process for determining the qualifications and expertise of the members of the highest governance body for guiding the organization’s strategy on economic, environmental, and social topics. | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/gobierno_corporativo/index.html | ||||||
| 4.8 | Internally developed statements of mission or values, codes of conduct, and principles relevant to economic, environmental, and social performance and the status of their implementation | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/estrategia_rc/index.html | ||||||
| 4.9 | Procedures of the highest governance body for overseeing the organization’s identification and management of economic, environmental, and social performance, including relevant risks and opportunities, and adherence or compliance with internationally agre | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/gobierno_corporativo/index.html | ||||||
| 4.10 | Processes for evaluating the highest governance body’s own performance, particularly with respect to economic, environmental, and social performance. | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/gobierno_corporativo/index.html | ||||||
| 4.11 | Explanation of whether and how the precautionary approach or principle is addressed by the organization. | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/acerca_del_informe/principios_elaboracion/index.html | ||||||
| 4.12 | Externally developed economic, environmental, and social charters, principles, or other initiatives to which the organization subscribes or endorses | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/medio_ambiente/estrategia/alianzas_colaboraciones/index.html | ||||||
| http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/uso_tic/colaboracion_socios/index.html | ||||||
| http://www.telefonica.com/ext/rc08/es/telefonica/contribucion_progreso/accesibilidad/red_colaboracion/index.html | ||||||
| http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/principios_actuacion/derechos_humanos/index.html | ||||||
| 4.13 | Memberships in associations (such as industry associations) and/or national/international advocacy organizations | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/medio_ambiente/estrategia/alianzas_colaboraciones/index.html | ||||||
| http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/uso_tic/colaboracion_socios/index.html | ||||||
| http://www.telefonica.com/ext/rc08/es/telefonica/contribucion_progreso/accesibilidad/red_colaboracion/index.html | ||||||
| 4.14 | List of stakeholder groups engaged by the organization | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/comunicar_y_dialogar/dialogo/index.html | ||||||
| 4.15 | Basis for identification and selection of stakeholders with whom to engage. This includes the organization’s process for defining its stakeholder groups, and for determining the groups with which to engage and not to engage | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/comunicar_y_dialogar/dialogo/index.html | ||||||
| 4.16 | Approaches to stakeholder engagement, including frequency of engagement by type and by stakeholder group (This could include surveys, focus groups, community panels, corporate advisory panels, written communication, management/union structures, and other | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/comunicar_y_dialogar/dialogo/index.html | ||||||
| 4.17 | Key topics and concerns that have been raised through stakeholder engagement, and how the organization has responded to those key topics and concerns, including through its reporting. | |||||
| http://www.telefonica.com/ext/rc08/es/telefonica/comunicar_y_dialogar/dialogo/informes_rc/index.html | ||||||
Disclosure on Management approach - Provide a concise disclosure on the management approach items outlined below with reference to the following economic aspects; economic performance, market presence and indirect impacts of Telefónica.
| EC01 | Direct economic value generated and distributed | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Revenues | Million Euros | 56,441 | 57,946 | |
| Purchases Volume (1) | Million Euros | 25,408 | 25,926 | |
| Salaries (2) | Million Euros | 6,458 | 6,767 | |
| Taxes (2) | Million Euros | 9,895 | 10,336 | |
| Capex (2) | Million Euros | 7,274 | 7,889 | |
| Shareholder remuneration (2) | Million Euros | 5,496 | 6,682 | |
| Community investment (3) | Million Euros | 155 | 93 | |
| Technologic Innovation (4) | Million Euros | 4,384 | 4,614 | |
| Disegn investment | Million Euros | 453 | 343 | |
| Equipment investment | Million Euros | 2,657 | 2,478 | |
| R&D investment | Million Euros | 594 | 668 | |
| Other knowledge investment | Million Euros | 588 | 1,049 | |
| Training and marketing investment | Million Euros | 92 | 75 | |
| More information: | ||||
| More information in Chapter Contribution to progress (http://www.telefonica.com/ext/rc08/es/telefonica/motor_de_progreso/index.html) | ||||
| CR Report Telefónica Group (pg. 06-07) (link a http://www.telefonica.com/ext/rc08/es/telefonica/informe_en_breve/resumen_ejecutivo.html) | ||||
| (1) The above information has been consolidated on a accruals basis. During 2008, the Purchases Volume on a payment basis was 23,832 million euros | ||||
| (2) The above information has been consolidated on a payments basis | ||||
| (3) LBG criteria (http://www.telefonica.com/ext/rc08/es/telefonica/accion_sociocultural/metodologia_lbg.html) | ||||
| (4) The above information has been calculated using OCDE criteria | ||||
| EC02 | Financial implications and other risks and opportunities for the organization’s activities due to climate change. UN7 | |||
| More information in Chapter Climate Change (http://www.telefonica.com/ext/rc08/es/telefonica/medio_ambiente/cambio_climatico/index.html) | ||||
| EC03 | Coverage of the organization’s defined benefit plan obligations | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Investment in benefit plan obligations for employees | Million Euros | 414 | 210 | |
| Work force with life insurance (1) | Units | 167,349 | 177,037 | |
| Work force with private medical insurance (2) | Units | 124,152 | 133,401 | |
| Workers with luncheon vouchers (3) | Units | 103,727 | 147,538 | |
| Work force with pension plans (4) (*) | Units | 68,182 | 61,716 | |
| (*) It does not include Atento Business. The difference between periods correspond to Peru business (Fixed and Mobile) and United Kingdom due to redundancy plans. It has also been decreased in Spain (418), Germany (437), Czech Republic (344), Brasil (350), and Mexico (467) | ||||
| (1) Number of active employees (not including early retirements or retirees) that have insurance plans with direct and specific contributions by the company. | ||||
| (2) Number of active employees (not including early retirements or retirees) that have private healthcare plans with direct and specific contributions by the company. Not including Social Security payments. | ||||
| (3) Number of active employees who receive alguna ayuda para comida from the company (Luncheon vouchers, meal tickets, grocery vouchers, any monetary help to employees for feeding) | ||||
| (4) Number of active employees (not including early retirements or retirees) that have private pension plans with direct and specific contributions by the company. | ||||
| More information in Chapter Compensation (http://www.telefonica.com/ext/rc08/es/telefonica/excelencia/empleados/promesa_empleado/compensacion.html) | ||||
| EC04 | Significant financial assistance received from government | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Subsidies (1) | Million Euros | n.d. | 22 | |
| (1) Financial assistance received by Telefonica R&D | ||||
| More information in Chapter on financial asistance to deploy infrastructure in remote areas (http://www.telefonica.com/ext/rc08/es/telefonica/contribucion_progreso/inclusion_digital/inclusion_geografica/espana.html) | ||||
| EC05 | Range of ratios of standard entry level wage compared to local minimum wage at significant locations of operation. UN1 | |||
| Entry level wage compared to local minimum wage (1) | Unit of measure | 2007 | 2008 | |
| España | Units | 1.8 | 1.4 | |
| Argentina | Units | 1.2 | 1.2 | |
| Brasil | Units | n.d. | 2.6 | |
| Chile | Units | n.d. | 2.0 | |
| Colombia | Units | 1.0 | 6.7 | |
| Centroamérica | Units | 1.3 | 2.5 | |
| Mexico | Units | 2.8 | 5.1 | |
| Perú | Units | 1.1 | 1.1 | |
| Venezuela | Units | 1.1 | 14.9 | |
| Note: the ratio was calculated by dividing the monthly salary of a basic level Atento call centre operator (8 hour working day) by the minimum salary of the country. It does not include variable salary or annual bonus | ||||
| Información adicional en la sección compensación del este informe (http://www.telefonica.com/ext/rc08/es/telefonica/excelencia/empleados/promesa_empleado/compensacion.html) | ||||
| (1) It does only include Atento Business, where is registered the lowest entry level salary of the Group. | ||||
| EC06 | Policy, practices, and proportion of spending on locally-based suppliers at significant locations of operation | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| % Local awarded suppliers (1) | Percentage | 91.6 | 80.3 | |
| % Purchases volume locally awarded (2) | Percentage | 80.0 | 84.0 | |
| (1) It represents the proportion of suppliers domiciled in the country over Total suppliers in the country | ||||
| (2) It represents the proportion of contracts awarded to suppliers domiciled in the country over Total volume awarded in the country | ||||
| More information CR Report Telefónica Group (pg. 07) (link a http://www.telefonica.com/ext/rc08/es/telefonica/informe_en_breve/resumen_ejecutivo.html) | ||||
| EC07 | Procedures for local hiring and proportion of senior management hired from the local community UN6 | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Local Directors | Percentage | 80.2 | 88.1 | |
| Note: It only includes employees under Senior Executive and Director categories | ||||
| EC08 | Development and impact of infrastructure investments and services provided primarily for public benefit through commercial, inkind, or pro bono engagement | |||
| More information in Chapter Infrastructures (http://www.telefonica.com/ext/rc08/es/telefonica/excelencia/clientes/infraestructuras.html) | ||||
| Note: for additional information see also country GRI tables (released from 31th July 2009) | ||||
| EC09 | Understanding and describing significant indirect economic impacts, including the extent of impacts | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Indirect Employment | Units | 289,391 | 329,350 | |
| Note: Formula: sum of contracted third party activities / unit cost of personnel. Cost of third party work, includes the costs of the temporary work agencies and those from habitually contracted activities. In general, the expenses from the accounts 6231,6232,6239 (Spanish GAP) are included in the Telefónica's Corporate Accounting Plan.Not included are expenses from services that are not part of the actual business, such as: auditing, notary expenses, real estate agency fees, security, maintenance, cleaning etc. Not included are expenses from services that are not part of the actual business such as: Legal and tax advice, training courses, television production, adminstration and other management, engineering, invoicing, payment management, logistical services, customer services, technical network support, expenses from personnel ceded to other companies. | ||||
| More information in Chapter Contribution to progress (http://www.telefonica.com/ext/rc08/es/telefonica/motor_de_progreso/index.html) | ||||
Disclosure on Management approach - Provide a concise disclosure on the management approach items outlined below with reference to the following human rights aspects: investment and procurement practices, non-discrimination, freedom of association and collective bargaining, abollition of child labour, prevention of forced and compulsory labour, complaints and grievance practices, security practices and indigenous rights
| HR01 | Percentage and total number of significant investment agreements that include human rights clauses UN1 / UN6 | |||
| More information in Chapter Business Principles (http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/principios_actuacion/index.html) | ||||
| HR02 | Percentage of significant suppliers and contractors that have undergone screening on human rights and actions taken. UN1 / UN6 | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Number of suppliers assessed | Units | n.a. | 55 | |
| Number of suppliers audits | Units | 1,167 | 1,125 | |
| More information in Chapter Responsible supply chain (http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/compras_responsables/index.html) | ||||
| HR3 | Total hours of employee training on policies and procedures concerning aspects of human rights UN1 / UN6 | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Employees trained in Business Principles | Percentage | 28.3 | 49.0 | |
| Total hours of employee training in Business Principles (*) | Hours | n.d. | 133,764 | |
| (*) It is an estimation (Number of employees trained in Business Principles * 1.5 hours of standar course douration) | ||||
| More information in Chapter Business Principles (http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/principios_actuacion/index.html) | ||||
| HR4 | Total number of incidents of discriminationand actions taken. UN1 / UN2 / UN6 | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Number of staff dismissed due to breach of our Business Principles | Units | n.d. | 358 | |
| Number of 'discrimination' related cases analysed | Units | n.d. | 15 | |
| More information in Chapter Business Principles (http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/principios_actuacion/index.html) | ||||
| HR5 | Operations identified in which the right to exercise freedom of association and collective bargaining may be at significant risk, and actions taken to support these rights UN1 / UN2 / UN3 | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Companies of the Telefonica Group that have ratified the Business Principles (*) | Percentage | 80 | 80 | |
| Employees with collective bargaining (1) | Units | 52,915 | 146,300 | |
| Employees with collective bargaining | Percentage | 21.3 | 63.9 | |
| Employees that vote in union elections (2) (**) | Units | 100,088 | 134,717 | |
| Number of hours worked annually per employee (3) | Hours | 1,994 | 1,981 | |
| Average Conflicting hours (4) | Hours | 35,062 | 37,066 | |
| Employees' labour lawsuits (5) | Units | 6,619 | 13,387 | |
| (*) It is measured each two years with the CUARF questionnaire (next measurement will be done in 2009). CUARF: Cuestionario evaluación de reporte financiero en cumplimiento de lo establecido en la Seccion 404 de la Ley Sarbanex-Oxley. | ||||
| (**) The indicator "Employees that vote in union elections" have been modified for 2007 due to a change of definition criteria. The value modified has been Telefonica Argentina (Fixed business) for 2007 | ||||
| (1) Employees whose collective bargaining is agreed between Union and Telefonica (not included sector collective bargaining, only those specifi between company and employee) | ||||
| (2) Number of employees that participate in the election processes for worker representatives (characterised by liberty and guarantees). | ||||
| (3) Number of hours that must be worked annually by employees, in accordance with the collective agreements and contracts. | ||||
| (4) Number of hours lost due to strikes or conflicts between the company and workers last year. | ||||
| (5) The aim is to monitor conflicts in the company, by tracking the number of employee lawsuits against the company. | ||||
| More information in Chapter Business Principles (http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/principios_actuacion/index.html) | ||||
| HR6 | Operations identified as having significant risk for incidents of child labor, and measures taken to contribute to the elimination of child labor. UN1 / UN2 / UN5 | |||
| More information in Chapter Responsible supply chain (http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/compras_responsables/index.html) | ||||
| HR7 | Operations identified as having significant risk for incidents of forced or compulsory labor, and measures taken to contribute to the elimination of forced or compulsory labor. UN1 / UN2 / UN4 | |||
| More information in Chapter Responsible supply chain (http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/compras_responsables/index.html) | ||||
| HR8 | Percentage of security personnel trained in the organization’s policies or procedures concerning aspects of human rights that are relevant to operations. UN1 / UN2 | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Security personnel trained in policies or procedures concerning aspects of human rights | Percentage | 100 | 100 | |
| Note: all employees that belong to security personnel contractuals of Telefonica have the obligation to be trained in the organization’s policies or procedures concerning aspects of human rights | ||||
| HR9 | Total number of incidents of violations involving rights of indigenous people and actions taken. UN1 / UN2 | |||
| No incidents have been found | ||||
Disclosure on Management approach - Provide a concise disclosure on the management approach items outlined below with reference to the following labour aspects: employment, labour/management relations, occupational health and safety, training and education and diversity and equal opportunity
| LA1 | Total workforce by employment type, employment contract | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| People in Post (1) | Units | 248,487 | 257,035 | |
| Equivalent workforce (2) | Units | 226,665 | 238,712 | |
| % Employees with permanent contract (3) (*) | Percentage | 91.0 | 97.0 | |
| Part time employees (4) (**) | Units | 10,058 | 9,999 | |
| % Employees with sales functions | Percentage | 21.7 | 21.3 | |
| % Employees with support functions | Percentage | 7.9 | 7.3 | |
| % Employees with operational functions | Percentage | 70.4 | 71.4 | |
| % Employees Directors | Percentage | 0.7 | 0.6 | |
| % Employees Managers | Percentage | 3.5 | 3.5 | |
| % Employees Co-workers' | Percentage | 95.8 | 95.9 | |
| Employees Survey (5) | Percentage | 66.4 | 69.4 | |
| Directors Survey | Percentage | 84.3 | 83.4 | |
| Managers Survey | Percentage | 76.6 | 79.6 | |
| Co-workers' survey | Percentage | 64.2 | 68.9 | |
| (*) Without Atento | ||||
| (**) El dato de 2007 ha sido modificado debido a un cambio en el criterio de la definición del indicador que ha provocado una reducción de empleados con reducción de jornada para las operaciones de Atento en Chile, México y Guatemala | ||||
| (1) Number of people in post working in the company at 31 December. Only includes own workforce: employees with fixed and temporary contracts (also included are temporary employees working directly for Telefónica under labour agreements, service agreements or those on a probationary period, as well as those with fixed contracts or of a specified duration). Employees subcontracted from temporary work agencies or interns are not included. | ||||
| (2) Average number of employees working in the company at 31 December. The formula would be (workforce at 31 December t-1 + workforce for each month t) / 13 months | ||||
| (3) Number of employees with permanent contract (the rest are from temporary work agencies). The aim is to determine the quality of the contracts, in terms of consolidating a stable workforce. | ||||
| (4) Total number of employees that are on part time schedules for personal motives, studies, maternity, illness or other reasons. Employees of Atento, Part-Time will not be considered | ||||
| (5) Corporate Climate Indicator. The Corporate Climate Indicator includes the 33 items previously specified. It is calculated by taking the average of the satisfactory or "green" answers (Agree strongly+Agree) of these 33 items.Calculation ICC: (∑ % MA/A) / 33. . | ||||
| More information in Chapter Employees (http://www.telefonica.com/ext/rc08/es/telefonica/excelencia/empleados/index.html) | ||||
| LA2 | Total number and rate of employee turnover by age group, gender UN6 | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Total Departures (*) | Units | 125,927 | 142,087 | |
| External rotation (with Atento) | Percentage | 50.7 | 55.3 | |
| External rotation (without Atento) | Percentage | 11.6 | 12.8 | |
| Nota: The data is included without Atento because the high turnover in the Customer Service Center business. During 2008, Atento recorded a 95% external rotation. However, It is important to note that 89% of the hirings in the Telefonica Group in 2008 corresponded to Atento, increasing its workforce in more than 134,000 employees. | ||||
| (*) Includes dismissals and voluntary departures | ||||
| More information in Chapter Employees (http://www.telefonica.com/ext/rc08/en/telefonica/EXCELENCIA/EMPLEADOS/Nuestros_profesionales/index.html) | ||||
| LA3 | Benefits provided to full-time employees that are not provided to temporary or part-time employees, by major operations. | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Number of days established for maternity leave | Days | 112 | 121 | |
| Number of days established for paternity leave | Days | 9 | 41 | |
| Work force with life insurance (1) | Units | 167,349 | 177,037 | |
| Work force with private medical insurance (2) | Units | 124,152 | 133,401 | |
| Workers with luncheon vouchers (3) | Units | 103,727 | 147,538 | |
| Work force with pension plans (4) (*) | Units | 68,182 | 61,716 | |
| (*) It does not include Atento Business. The difference between periods correspond to Peru business (Fixed and Mobile) and United Kingdom due to redundancy plans. It has also been decreased in Spain (418), Germany (437), Czech Republic (344), Brasil (350), and Mexico (467) | ||||
| (1) Number of active employees (not including early retirements or retirees) that have insurance plans with direct and specific contributions by the company. | ||||
| (2) Number of active employees (not including early retirements or retirees) that have private healthcare plans with direct and specific contributions by the company. Not including Social Security payments. | ||||
| (3) Number of active employees who receive alguna ayuda para comida from the company (Luncheon vouchers, meal tickets, grocery vouchers, any monetary help to employees for feeding) | ||||
| (4) Number of active employees (not including early retirements or retirees) that have private pension plans with direct and specific contributions by the company. | ||||
| More information in Chapter Employees (http://www.telefonica.com/ext/rc08/es/telefonica/excelencia/empleados/index.html) | ||||
| LA4 | Percentage of employees covered by collective bargaining agreements. UN1 / UN3 | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Employees with collective bargaining (1) | Units | 52,915 | 146,300 | |
| Employees with collective bargaining | Percentage | 21.3 | 63.9 | |
| (1) Employees whose collective bargaining is agreed between Union and Telefonica (not included sector collective bargaining, only those specifi between company and employee) | ||||
| More information in Chapter Employees (http://www.telefonica.com/ext/rc08/es/telefonica/excelencia/empleados/index.html) | ||||
| LA5 | Minimum notice period(s) regarding operational changes, including whether it is specified in collective agreements UN3 | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Notifice Period | Days | 41.8 | 28.3 | |
| Note: The introduction in the perimeter of the rest of operations in Latin America has decreased the indicator. In 2007, the information was available only in Spain, Germany, Ireland, Czech Republic, United Kingdom, Brazil and Argentina. The homogenous figure for 2008 was 33.6. | ||||
| LA6 | Percentage of total workforce represented in formal joint management–worker health and safety committees that help monitor and advise on occupational health and safety programs. UN1 | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Number of health and safety committees | Days | 193 | 144 | |
| More information in Chapter Health and Safety (http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/seguridad_y_salud/index.html) | ||||
| LA7 | Rates of injury, occupational diseases, lost days, and absenteeism, and number of workrelated fatalities by region. UN1 | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Number of workrelated fatalities (*) | Units | 2 | 1 | |
| Work days lost due to accidents | Days | 62,784 | 43,441 | |
| Number of workrelated accidents (1) | Units | 2,395 | 1,151 | |
| Rate of absenteeism (2) (**) | Units | n.d. | 3,8 | |
| (*) Corresponding to the Fixed Business in Spain. In 2007, Telefonica registered two workrelated fatalities in Telefónica of Peru. | ||||
| (**) Only includes information from Spain, Germany, Ireland, Czech Republic, United Kingdom, Argentina and Chile | ||||
| (1) Total number of accidents involving sick leave of workers belonging to labor contract with the company during the period. | ||||
| (2) It is the relationship between the total number of days lost due to absence from work, divided by the number of days worked by the group of workers during the period under review increased by a hundred | ||||
| More information in Chapter Health and Safety (http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/seguridad_y_salud/index.html) | ||||
| LA8 | Education, training, counseling, prevention, and risk-control programs in place to assist workforce members, their families, or community members regarding serious diseases. UN1 | |||
| More information in Chapter Health and Safety (http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/seguridad_y_salud/index.html) | ||||
| LA9 | Health and safety topics covered in formal agreements with trade unions UN1 | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Employees with collective bargaining (1) | Units | 52,915 | 146,300 | |
| Employees with collective bargaining | Percentage | 21.3 | 63.9 | |
| Note: Health and safety topics are covered in collective agreements with trade unions | ||||
| (1) Employees whose collective bargaining is agreed between Union and Telefonica (not included sector collective bargaining, only those specifi between company and employee) | ||||
| More information in Chapter Health and Safety (http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/seguridad_y_salud/index.html) | ||||
| LA10 | Average hours of training per year per employee by employee category | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Total training expenses | Miles of Euros | 57,365 | 64,515 | |
| Number of hours of on-site/presential training for the year | Hours | 14,327,190 | 10,758,123 | |
| Average hours of training per employee | Hours | 62.0 | 42.2 | |
| More information in Chapter Training (http://www.telefonica.com/ext/rc08/es/telefonica/excelencia/empleados/cultura_desempenho/formacion_desarrollo.html) | ||||
| LA11 | Programs for skills management and lifelong learning that support the continued employability of employees | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Employees with individualised training plans | Units | 98,416 | 103,364 | |
| Attendees at Universitas Telefónica courses | Units | 1,100 | 1,574 | |
| More information in Chapter Training (http://www.telefonica.com/ext/rc08/es/telefonica/excelencia/empleados/cultura_desempenho/formacion_desarrollo.html) | ||||
| LA12 | Percentage of employees receiving regular performance and career development reviews | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Work force evaluated by competencies (1) | Units | 66,861 | 149,540 | |
| Work force evaluated by competencies (%) | Percentage | 26.9 | 58.2 | |
| Work force evaluated by objectives (2) (*) | Units | 134,935 | 142,463 | |
| Work force evaluated by objectives (%) | Percentage | 54.3 | 55.4 | |
| (**) The data for 2007 has been amended due to a calculation error of the indicator (It was reported the workforce evaluated by competencies). The affected countries were Brazil (Atento Business) and Argentina (fixed business). | ||||
| (1) Number of employees whose competencies for their job (work under stress, time management, Team working....) were evaluated last year (in acordance with the corporate competencies programme established by the company). Linked to the development of the employee, not to variable goals. | ||||
| (2) Number of employees whose performances were evaluated last year (in accordance with the goals programme established by the company). These performance evaluations are associated with the variable payment scheme, excluding development or training plans | ||||
| More information in Chapter Employees (http://www.telefonica.com/ext/rc08/es/telefonica/excelencia/empleados/index.html) | ||||
| LA13 | Composition of governance bodies and breakdown of employees per category according to gender, age group, minority group membership, and other indicators of diversity. UN1 / UN6 | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Average workforce (1) | 5.8 | 6.1 | ||
| Average age (*) (2) | 31.3 | 35.6 | ||
| Hierarchical index of the workforce (3) | 4.3 | 4.1 | ||
| % Women | 48.3 | 49.0 | ||
| % women in upper management (4) (**) | 19.7 | 16.9 | ||
| % Women in middle management (5) (**) | 41.8 | 46.6 | ||
| % Women Co-workers' (6) (**) | 55.2 | 54.3 | ||
| Number of employees with disabilities | 1,538 | 1,542 | ||
| (*) Without Atento | ||||
| (**) The indicator does not include T.Europe as the above categories are not measured yet | ||||
| (1) Average number of employees working in the company at 31 December. The formula would be (workforce at 31 December t-1 + workforce for each month t) / 13 months) | ||||
| (2) Average age of the Telefónica workforce in a company. Obtained by adding the ages of all the current workers / Number of workers as of December. | ||||
| (3) Percentage of employees deemed as senior management, mangement or middle management. Percentages taken into account based on equivalent workforce. | ||||
| (4) ENumber of women with upper management contracts in force at Telefónica (management and upper management over Total Workforce with upper management contracts | ||||
| (5) Number of women in middle management with contracts at Telefónica over Total middle management workforce | ||||
| (6) Number of women (which are neither senior nor middle management) with a contract in force at Telefónica over Totalm Co-workers' (which are neither senior nor middle management) | ||||
| More information in Chapter Diversity (http://www.telefonica.com/ext/rc08/es/telefonica/excelencia/empleados/promesa_empleado/diversidad_inclusion.html) | ||||
| More information in Chapter employees profile (http://www.telefonica.com/ext/rc08/es/telefonica/excelencia/empleados/nuestros_profesionales/caract_plantilla.html) | ||||
| LA14 | Ratio of basic salary of men to women by employee category UN1 / UN6 | NA | ||
| Although we gather this information for our local CR reports, the difference in grading of job levels across multiple locations and the low number of women in certain job categories does not allow meaningful comparison. We will investigate the implications of collating this data in amore meaningful manner and report on our conclusions in future reports in the medium term. | ||||
| Nota: para más información consultar tablas País (públicas a partir del 5/09/09) | ||||
Disclosure on Management approach - Provide a concise disclosure on the management approach items outlined below with reference to the following environmental aspects:materials, energy, water, biodiversity, emissions, effluents and waste, products and services, compliance, transport anv overall. (UN7)
| EN01 | Materials used by weight or volume UN9 | |||
| Optimize the consumption of resources and raw materials, and the reduction and proper waste treatment, allowsTelefonica to increase its efficiency. In 2007, the perimeter was not complete (Information for T.Europe was not available) | ||||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| White paper consumption | kg | 7,627,178 | 16,247,326 | |
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/lahuellaambiental) | ||||
| EN02 | Percentage of materials used that are recycled input materials UN9 | |||
| Telefonica has promoted in recent years the use of recycled paper in its operations in Spain, this practice is spreading to the rest of the group. | ||||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Recycled paper consumption | kg | 504,141 | 683,543 | |
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/lahuellaambiental) | ||||
| EN03 | Direct energy consumption by primary energy source | |||
| Variations in fuel consumption are dued to different causes: a decline of natural gas in United Kingdom, different criteria used last year to differentiate buildings network and offices, outsourcing of services and oil consumption in Telefonica fleets, etc. | ||||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Natural Gas Consumption in Operations | Nm3 | 1,931,231 | 5,029,863 | |
| Natural Gas consumption in office buildings | Nm3 | 24,005,065 | 6,006,213 | |
| Diesel oil consumption for climate equipment in fixed network buildings. | Litres | 1,302,332 | 540,920 | |
| Diesel oil consumption for climate equipment and water heating in office buldings. | Litres | 1,095,963 | 767,769 | |
| Diesel oil consumption for electricity generation in mobile network - base stations | Litres | 2,217,204 | 3,293,982 | |
| Diesel oil consumption for electricity generation in office buidings | Litres | 7,280,135 | 8,768,288 | |
| Diesel oil consumption for electricity generation in fixed networks buildings | Litres | 121,182 | 262,518 | |
| LPG consumption in Telefónica fleets | Litres | 64,946 | 178 | |
| Ethanol consumption in Telefónica fleets | Litres | 685,894 | 2,812,721 | |
| Natural gas consumption in Telefónica and colaborating companies fleets | Nm3 | n.d. | 489 | |
| Gasoline (petrol) consumption in colaborating companies` fleets | Litres | 50,927,154 | 10,499,906 | |
| Diesel consumption in colaborating companies` fleets | Litres | 16,911,575 | 15,324,947 | |
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/lahuellaambiental) | ||||
| EN04 | Indirect energy consumption by primary source | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Electricity consumption at office buildings | MWh | 998,020 | 754,621 | |
| Electricity consumption in fixed network buildings | MWh | 1,868,150 | 2,404,054 | |
| Electricity consumption in mobile networks | MWh | 1,507,758 | 1,670,111 | |
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/lahuellaambiental) | ||||
| EN05 | Energy saved due to conservation and efficiency improvements UN9 | |||
| In 2008, Telefonica acquired the commitment to reduce by 2015 a 30% of the power consumption of the network and 10% of the offices. This will considerably reduce the emissions of greenhouse gases (GHG) of the Company worldwide. In addition, the CEO, César Alierta, announced at the World Exhibition in Zaragoza (Spain), the creation of the Climate Change office. One of the goals of this office is energy efficiency. In 2008, It was done a Manual of Good Practices on Energy Efficiency in networks, where it was collected, in a first step, more than half a hundred initiatives evaluated and tested clasified as Quick Wings. Among them, It is important to highlight the revision of thresholds air-conditioning temperature, the optimization of the contracted demand or the adequacy of the power factor. In our operations in Latin America, Telefonica implemented several energy efficiency projects. These projects have enabled Telefonica reduce its power consumption to 3.29 MWh in 2008, and reduce their CO2 emissions to the atmosphere at 865 t. | ||||
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/lahuellaambiental) | ||||
| EN06 | Initiatives to provide energy-efficient or renewable energy-based products and services, and reductions in energy requirements as a result of these initiatives | |||
| Also in the Climate Change Office, the Department of Business Development and Corporate Marketing, focuses on marketing ICT solutions to reduce GHG emissions through products and services of Telefónica. Its direct involvement with the business of the Company, makes this area one of the most important of the Office of Climate Change. Not surprisingly, the greatest achievement of ICT will increase energy efficiency in other sectors, an opportunity that could lead to carbon savings five times greater than the total emissions of the entire ICT sector in 2020. In 2008, Telefónica has developed several initiatives to provide efficient solutions to their customers, such as telepresence, Connected Home, a solution designed to facilitate telework service, The Inmótica Energy Efficiency, and other tools aimed at preventing and monitoring climate disasters. Separately, the company promoted the commercialization of more efficient equipment: Spain launched the Nokia 3110 Evolve, the first phone to recycled material with low energy consumption, with 17,262 units sold in five months, and introduced the Charger Universal, which has already reached 5,000 customers in United Kingdom an individual with energy 2.8 kWh per year. By 2009, the goal is to expand the supply of such products to continue to slow down climate change. | ||||
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/lahuellaambiental) | ||||
| EN07 | Initiatives to reduce indirect energy consumption and reductions achieved UN9 | |||
| Renewable Energy: Telefónica wants to encourage the use of renewable energy solutions for sustainable energy network. In 2008, Telefonica conducted an analysis of existing renewable energy systems and worked on the definition of indicators. The Company has 1,437 solar energy projects, 188 solar-wind hybrid systems and 10 power projects based on fuel cells. The generating capacity of renewable energy in Telefónica reaches approximately 6.52 MWh. This baseline allows Telefónica to define its strategy for 2009-2015 in this type of technology development network. | ||||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Renewable electricity purchase for office buildings | MWh | n.d. | 57,406 | |
| Renewable electricity purchase for networks | MWh | n.d. | 473,432 | |
| Consumption of self-generated renewable energy in office buildings | MWh | n.d. | 0.2 | |
| Consumption of self-generated renewable energy in networks | MWh | n.d. | 6,364 | |
| Renewable energy sale to electricity markets | MWh | n.d. | 3,300 | |
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/lahuellaambiental) | ||||
| EN08 | Total water withdrawal by source | |||
| Telefonica obtains the water that consumes from public sources | ||||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Water consumption | Miles of Litres | 5.844.040 | 4.867.049 | |
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/lahuellaambiental) | ||||
| EN09 | Water sources significantly affected by withdrawal of water UN9 | N.A. | ||
| Indicator not material. The water consumption of Telefónica comes from public distribution systems of cities. There is not a relevant water consumption in Telefonica and also the Company does not own a production process. | ||||
| EN10 | Percentage and total volume of water recycled and reused UN9 | N.A. | ||
| Indicator not material. Telefónica does not use recycled water as their consumption comes primarily from drinking water. In some cases, water recycled is used for irrigation | ||||
| EN11 | Location and size of land owned, leased, managed in, or adjacent to, protected areas and areas of high biodiversity value outside protected areas. | |||
| Telefónica controls the environmental impacts linked with the process of deploying the network, implementing best management practices, which include design and network planning, construction, maintenance and decommissioning. | ||||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Number of base stations instaled in natural and protected areas | Units | 1,053 | 2,195 | |
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/lahuellaambiental) | ||||
| EN12 | Description of significant impacts of activities, products, and services on biodiversity in protected areas and areas of high biodiversity value outside protected areas | |||
| Telefonica controls the environmental impacts linked with the process of deploying the network, implementing best management practices, which include design and network planning, construction, maintenance and decommissioning. Telefonica's activities do not impact on a regular basis on biodiversity and regular environmental impact studies are carried out. | ||||
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/lahuellaambiental) | ||||
| EN13 | Habitats protected or restored UN7 | |||
| Telefónica controls the environmental impacts linked with the process of deploying the network, implementing best management practices, which include design and network planning, construction, maintenance and decommissioning. Habitats are restored as a result of environmental impact studies carried out by Telefonica. | ||||
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/lahuellaambiental) | ||||
| EN14 | Strategies, current actions, and future plans for managing impacts on biodiversity. UN7 | |||
| Telefónica controls the environmental impacts linked with the process of deploying the network, implementing best management practices, which include design and network planning, construction, maintenance and decommissioning. | ||||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Number of Environmental Impact Assesment studies | Units | 862 | 954 | |
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/lahuellaambiental) | ||||
| EN15 | Number of IUCN Red List species and national conservation list species with habitats in areas affected by operations | |||
| Indicator not material.There is not any impact on these species. Telefonica carries out environmental impact assesments of its installations | ||||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Number of Environmental Impact Assesment studies | Units | 862 | 954 | |
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/lahuellaambiental) | ||||
| EN16 | Total direct and indirect greenhouse gas emissions by weight | |||
| To calculate these emissions since 2007 Telefónica provides a methodology based on international Greenhouse Gas Protocol and ISO 14064 apply to the entire company. Therefore, Telefonica is aware of the GHG emissions directly controlled by the company, known as Reach 1, as well as those arising from their activities but by other entities (electricity), called Scope 2, and finally, new as of 2008, we also measured their emissions associated with travel for work, called Scope 3. | ||||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| CO2 Direct emissions | Ton CO2 | 244,526 | 122,632 | |
| CO2 Indirect emissions (electricity) | Ton CO2 | 1,428,381 | 1,668,269 | |
| CO2 Indirect emissions (Travels) | Ton CO2 | n.d. | 27,909 | |
| Total CO2 emissions | Ton CO2 | 1,672,907 | 1,818,810 | |
| Más información en Especial de Medio ambiente y Cambio Climático (http://www.telefonica.com/cambioclimatico) | ||||
| EN17 | Other relevant indirect greenhouse gas emissions by weight | N.A. | ||
| To calculate these emissions since 2007 Telefónica provides a methodology based on international Greenhouse Gas Protocol and ISO 14064 apply to the entire company. Therefore, Telefonica is aware of the GHG emissions directly controlled by the company, known as Reach 1, as well as those arising from their activities but by other entities (electricity), called Scope 2, and finally, new as of 2008, we also measured their emissions associated with travel for work, called Scope 3. | ||||
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/cambioclimatico) | ||||
| EN18 | Initiatives to reduce greenhouse gas emissions and reductions achieved | |||
| In 2008, Telefónica acquired the commitment to reduce by 2015 30% 1 of the power consumption of the network and 10% of the 2 offices. This will considerably reduce the emissions of greenhouse gases (GHG) of the Company worldwide. It also created an Office of Climate Change for the Telefónica Group. This office, led by the Directorate of Processing and the Technical Secretariat of the Presidency is responsible for ensuring the reduction of energy consumption and GHG emissions of the activity of the Company to enhance the development of services to be more efficient for customers and other sectors, and position the sector of Information Technologies and Communication (ICT) in the center of the solution in the fight against global climático.Dado the global nature of the cross and climate change projects The Office has 5 lines of action led by the head of each line: operators, suppliers, employees, customers and society. This functional structure makes it more agile in implementing projects, as well as a natural confluence of institutional, operational and business. It also has, in turn, with a project office, headed by the Corporate Environment, to coordinate, promote, facilitate, and track the various projects. A publication date of this report have been implemented over 70 initiatives to be developed throughout 2009. | ||||
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/cambioclimatico) | ||||
| EN19 | Emissions of ozone-depleting substances by weight | N.A. | ||
| Indicator not material. Concerning the use of substances that damage the ozone layer, none installation of the Telefónica Group's buildings contain CFCs, or substances that deplete the ozone layer. | ||||
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/gestionambiental) | ||||
| EN20 | NOx, SOx, and other significant air emissions by type and weight | N.A. | ||
| Indicator not material. Due to Telefonica belongs to a service sector, emissions of SO and NO are not relevant. Telefónica estimates its GHG emissions under the Protocol and therefore assimilated to CO2 equivalent emissions. | ||||
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/cambioclimatico) | ||||
| EN21 | Total water discharge by quality and destination | N.A. | ||
| The Telefonica Group has its headquarters in urban areas, discharges are made through the urban network. Water consumption coincides with the discharge of water as they only waste water and industrial processes are not in the activities of Telefonica. | ||||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Water consumption | Miles of Litres | 5,844,040 | 4,867,049 | |
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/lahuellaambiental) | ||||
| EN22 | Total weight of waste by type and disposal method. | |||
| The generation of waste is one of the main environmental impacts of the activities of the Company. Telefonica promotes the practice of the three R's: Reduce, Reuse and Recycle. The reuse of equipment and components is usually widespread in the company: For example, in Spain sent to the workshop telephones, PBX, router and postcards, for repair. These practices prevent the consumption of resources and waste generation. The type of waste is varied, but they are all managed separately according to their dangerousness and processed by companies authorized under current law. By volume, the most important are those from electrical and electronic equipment and the network offices, 2,509t in 2008, and dangerous, mainly the batteries in the 1538 network t. In its commitment to the environment, the Group offers its clients, in most operations, the ability to deposit their phones in unused locations for recycling. | ||||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Paper waste (offices) | kg | 2,370,242 | 3,583,898 | |
| Other offices waste | kg | 4,111,585 | 4,689,499 | |
| Cable waste | kg | 18,444,440 | 9,883,993 | |
| Other network waste | kg | 19,626,398 | 27,318,626 | |
| Fluorescents waste | kg | 758,186 | 48,323 | |
| Battery waste (network) | kg | 3,609,643 | 2,110,427 | |
| Oil waste | Litres | 82,714 | 110,256 | |
| Electric and electronic waste (offices) | kg | 718,952 | 437,709 | |
| Electric and electronic waste (operations) | kg | 2,486,047 | 2,071,160 | |
| Electric and electronic waste (clients) | kg | 1,178,171 | 1,631,893 | |
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/lahuellaambiental) | ||||
| EN23 | Total number and volume of significant spills | |||
| To prevent spills of fuel, Telefónica has rules and preventive practices. If it happens, the result will be treated as hazardous waste. | ||||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Number of fuel accidents (spills) | Units | 8 | 27 | |
| Volume of spilled fuel | Litres | 2.910 | 4.585 | |
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/lahuellaambiental) | ||||
| EN24 | Weight of transported, imported, exported, or treated waste deemed hazardous under the terms of the Basel Convention Annex I, II, III, and VIII, and percentage of transported waste shipped internationally | N.A. | ||
| Indicator not material. Telefónica manages waste in the countries where they are generated. | ||||
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/lahuellaambiental) | ||||
| EN25 | Identity, size, protected status, and biodiversity value of water bodies and related habitats significantly affected by the reporting organization’s discharges of water and runoff | N.A. | ||
| Indicator not material. As a result of Telefónica does not produce this kind of impact. | ||||
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/lahuellaambiental) | ||||
| EN26 | Initiatives to mitigate environmental impacts of products and services, and extent of impact mitigation UN7 / UN9 | |||
| Telefónica controls the environmental impacts linked with the process of deploying the network, implementing best management practices, which include design and network planning, construction, maintenance and decommissioning. | ||||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Number of electromagnetic fields measures | Units | 15,167 | 5,442 | |
| Number of shared sites | Units | 6,376 | 17,612 | |
| Number of initiatives to reduce visual impact | Units | 413 | 473 | |
| Number of initiatives to reduce noise | Units | 54 | 176 | |
| Number of noise measures | Units | 980 | 906 | |
| N. attendant training hours (employees) | Units | n.d. | 19,956 | |
| N. e-learning training hours (employees) | Units | n.d. | 14,651 | |
| N. training hours (suppliers) | Units | n.d. | 3,232 | |
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/lahuellaambiental) | ||||
| EN27 | Percentage of products sold and their packaging materials that are reclaimed by category UN9 | |||
| The generation of waste is one of the main environmental impacts of the activities of the Company. Telefonica promotes the practice of the three R's: Reduce, Reuse and Recycle. The reuse of equipment and components is usually widespread in the company: for example, in Spain sent to the workshop telephones, PBX, router and postcards, for repair. These practices prevent the consumption of resources and waste generation. In 2007 the figure was incomplete. | ||||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Reuse of equipment | Units | 27,193 | 1,435,940 | |
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/lahuellaambiental) | ||||
| EN28 | Monetary value of significant fines and total number of non-monetary sanctions for non-compliance with environmental laws and regulations | |||
| As part of its new Environmental Management System, has developed a standard common to all Telefonica Group companies to improve the tracking of legal requirements applicable to the company. Among the priorities of Telefónica is preventing environmental damage and to verify legal compliance. | ||||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Number of legal proceedings | Units | 179 | 295 | |
| Number of informative proceedings | Units | n.d. | 34 | |
| Monetary value of significant fines for non-compliance with environmental laws and regulations | Euros | n.d. | 177,722 | |
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/lahuellaambiental) | ||||
| EN29 | Significant environmental impacts of transporting products and other goods and materials used for the organization's operations, and transporting members of the workforce. | |||
| Telefónica also aims to reduce emissions of greenhouse gases from its travel business, so in 2008 made the first complete inventory of travels and CO2 emissions | ||||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Number of Business trips by aeroplane (continental trips) | Units | n.d. | 19,980 | |
| Number of Business trips by aeroplane (inter-continental trips) | Units | n.d. | 4,183 | |
| Number of Business trips by aeroplane (national trips) | Units | n.d. | 48,175 | |
| Number of Bussiness trips by train | Units | n.d. | 45,525 | |
| Number of Bussiness trips by car | Units | n.d. | 13,695 | |
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/cambioclimatico) | ||||
| EN30 | Total environmental protection expenditures and investments by type UN7 / UN9 | |||
| In 2008 was made a first approximation to the costs and revenues associated with the environmental management of the Telefónica Group. With regard to available data from 2007 shows a positive trend in investments in reducing the noise impact. | ||||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Electromagnetic fields measures expenditure | Euros | 1.166.058 | 1.852.656 | |
| Electromagnetic fields measures investment | Euros | n.d. | 359.478 | |
| Noise reduction investment | Euros | 890.894 | 3.099.199 | |
| Environmental impact assesment expenditures for network deployment | Euros | n.d. | 740.338 | |
| Environmental sponsorships expenditure | Euros | n.d. | 381.272 | |
| Waste management expenditure | Euros | n.d. | 1.704.585 | |
| Environmental maintenance expenditure | Euros | n.d. | 544.226 | |
| Environmental repairs expediture | Euros | n.d. | 31.724 | |
| Other environmental managment expenditures | Euros | n.d. | 5.163.515 | |
| Investment for the legal adecuacy of infrastructures | Euros | n.d. | 3.214.432 | |
| More information in Chapter Environment & Climate Change (http://www.telefonica.com/lahuellaambiental) | ||||
Disclosure on Management approach - Provide a concise disclosure on the management approach items outlined below with reference to the following society aspects: community, corruption, public policy, anti-competitive behaviour and compliance. (UN10)
| SO1 | Nature, scope, and effectiveness of any programs and practices that assess and manage the impacts of operations on communities | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Reputation track Pulse | Units | 62.2 | 64.7 | |
| RepTrak - Protects the environment | Units | 57.1 | 57.7 | |
| RepTrak - Innovation Dimension | Units | 68.3 | 69.3 | |
| RepTrak - Governance dimension | Units | 60.9 | 63.1 | |
| RepTrak - supports good social causes | Units | 60.5 | 60.6 | |
| RepTrak - Workplace dimension | Units | 63.5 | 63.8 | |
| Reptrak - Products and services dimension | Units | 62.1 | 64.0 | |
| More information in Chapter Business Principles (http://www.telefonica.com/ext/rc08/en/telefonica/GESTION_INTEGRA/PRINCIPIOS_ACTUACION/index.html) | ||||
| SO2 | Percentage and total number of business units analyzed for risks related to corruption (UN10) | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Companies of the Telefonica Group that have ratified the Business Principles (*) | Percentage | 80 | 80 | |
| (*) It is measured each two years with the CUARF questionnaire (next measurement will be done in 2009). CUARF: Cuestionario evaluación de reporte financiero en cumplimiento de lo establecido en la Seccion 404 de la Ley Sarbanex-Oxley. | ||||
| More information in Chapter Business Principles (http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/principios_actuacion/index.html) | ||||
| SO3 | Percentage of employees trained in organization’s anti-corruption policies and procedures. (UN10) | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Employees trained in Business Principles | Percentage | 28.3 | 49.0 | |
| Total hours of employee training in Business Principles (*) | Hours | n.d. | 133,764 | |
| (*) It is an estimation (Number of employees trained in Business Principles * 1.5 hours of standar course douration) | ||||
| More information in Chapter Business Principles (http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/principios_actuacion/index.html) | ||||
| SO4 | Actions taken in response to incidents of corruption (UN10) | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Number of staff dismissed due to breach of our Business Principles | Units | n.d. | 358 | |
| Number of 'corruption' related cases analysed | Units | n.d. | 1 | |
| Note: incidents of corruption analysed in Telefónica Germany | ||||
| More information in Chapter Business Principles (http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/principios_actuacion/index.html) | ||||
| SO5 | Public policy positions and participation in public policy development and lobbying. (UN1 / UN10) | |||
| More information in Chapter Telecommunications market regulation (http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/respeto_al_mercado/index.html) | ||||
| SO6 | Total value of financial and in-kind contributions to political parties, politicians, and related institutions by country. (UN10) | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Total value of financial and in-kind contributions to political parties, politicians, and related institutions | Euros | 400,000 | 0 | |
| More information in Chapter Business Principles (http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/principios_actuacion/index.html) | ||||
| SO7 | Total number of legal actions for anticompetitive behavior, anti-trust, and monopoly practices and their outcomes | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Number of legal actions iniciated during the period for anticompetive behaviour or regulatory infringements (1) | Units | n.d. | 96 | |
| Number of legal actions finished during the period for anticompetive behaviour or regulatory infringements (2) | Units | n.d. | 146 | |
| Note: For both indicators, Brazil represents 90% of the legal actions for anticompetitive behavior | ||||
| (1) The number of Competition law and telecommunications regulation actions that have been notified to us in this period concerning the failure to comply with the law or regulatory requirements. | ||||
| (2) The number of Competition law and telecommunications regulation actions that have been notified to us in this period concerning the failure to comply with the law or regulatory requirements. | ||||
| More information in Chapter Telecommunications market regulation (http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/respeto_al_mercado/index.html) | ||||
| SO8 | Monetary value of significant fines and total number of non-monetary sanctions for noncompliance with laws and regulations. | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Monetary value of fines or non monetary sanctions for non-compliance with laws and regulations for anti-competitive behaviour, anti-trust, and monopoly practices | Euros | n.d. | 85,987,423 | |
| Note: Corresponding to Spain (36 million) and Brazil (49.9 million). In the case of Brazil, all fines correspond to sanctions about Telecommunications legal regulations imposed in 2008 by the regulatory agency. The company Telesp (fixed telephony in Brazil) has challenged all the sanctions, without having produced a decision by the competition authority till today. | ||||
| More information in Chapter Telecommunications market regulation (http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/respeto_al_mercado/index.html) | ||||
Disclosure on Management approach - Provide a concise disclosure on the management approach items outlined below with reference to the following society aspects: customer health and safety, product and service labelling, marketing communications, customer privacy and compliance.
| PR1 | Life cycle stages in which health and safety impacts of products and services are assessed for improvement, and percentage of significant products and services categories subject to such procedures. (UN1) | |||
| More information in Chapter Quality of Service (http://www.telefonica.com/ext/rc08/es/telefonica/excelencia/clientes/calidad_servicio/index.html) | ||||
| PR2 | Total number of incidents of non-compliance with regulations and voluntary codes concerning health and safety impacts of products and services during their life cycle, by type of outcomes (UN1) | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Total number of incidents of non-compliance with regulations and voluntary codes concerning the health and safety of product and services | Units | n.d. | 1 | |
| Monetary value of fines or non monetary sanctions for non-compliance with H&S laws and regulations of products ans services | Euros | n.d. | 232 | |
| Nota: This incident has not been included in this Report due to lack of materiality for the company | ||||
| PR3 | Type of product and service information required by procedures, and percentage of significant products and services subject to such information requirements. (UN8) | |||
| More information in Chapter Quality of Service (http://www.telefonica.com/ext/rc08/es/telefonica/excelencia/clientes/calidad_servicio/index.html) | ||||
| PR4 | Total number of incidents of non-compliance with regulations and voluntary codes concerning product and service information and labeling, by type of outcomes (UN8) | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Total number of customer complaints (1) | Units | 20,908,439 | 11,789,690 | |
| Nº of complaints in the Telefónica Customer Ombudsman | Units | 108,676 | 168,260 | |
| (*) Note: Data not comparable. Information fo 2007 corresponds to total customer complaints, whereas 2008 corresponds to billing complaints (only for Latin America countries) | ||||
| (1) Total number of customer complaints registered on internal channel of complaints as at 31 December 2008. Internal channels include phone and email customer complaints. | ||||
| More information in Chapter Quality of Service (http://www.telefonica.com/ext/rc08/es/telefonica/excelencia/clientes/calidad_servicio/index.html) | ||||
| More information in Chapter Responsible Marketing (http://www.telefonica.com/ext/rc08/es/telefonica/comunicar_y_dialogar/publicidad/index.html) | ||||
| PR5 | Practices related to customer satisfaction, including results of surveys measuring customer satisfaction. | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Customer satisfaction index (0-10) (1) | Units | 6.77 | 6.92 | |
| Surveys customer satisfaction | Units | 242,392 | 346,509 | |
| (1) Scale of 1 to 10 where 0 means not at all satisfied and 10 means completely satisfied.This figure does not include Vivo; If Vivo is included, the figure is 6.97. The global Customer Satisfaction Index figure for 2007 has been adjusted to take into account the project designed to standardize measurement methodologies throughout the Group. This project allows the scale and the questions relating to customer satisfaction to be unified, amongst other aspects. The global unadjusted Customer Satisfaction Index for 2007 was 6.84. | ||||
| More information in Chapter Customer Satisfaction (http://www.telefonica.com/ext/rc08/es/telefonica/excelencia/clientes/satisfaccion/index.html) | ||||
| PR6 | Programs for adherence to laws, standards, and voluntary codes related to marketing communications, including advertising, promotion, and sponsorship. | |||
| Telefonica fulfills with laws, standards, and voluntary codes related to marketing communications as part of its Responsible Marketing Strategy | ||||
| More information in Chapter Responsible Marketing (http://www.telefonica.com/ext/rc08/es/telefonica/comunicar_y_dialogar/publicidad/index.html) | ||||
| PR7 | Total number of incidents of non-compliance with regulations and voluntary codes concerning marketing communications, including advertising, promotion, and sponsorship | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Advertising standards authorities (ASA) complaints | Units | n.d. | 53 | |
| Monetary value of Fines for non-compliance with laws and regulations concerning marketing communications | Euros | n.d. | 1,096,769 | |
| Note: 90% of the amount corresponds to Colombia (982,494 euros) due to 32 fines regarding incidents of non-compliance with regulations and voluntary codes concerning marketing communications. None of the fines excedes the amount of 30,000 euro. | ||||
| More information in Chapter Quality of Service (http://www.telefonica.com/ext/rc08/es/telefonica/excelencia/clientes/calidad_servicio/index.html) | ||||
| More information in Chapter Responsible Marketing (http://www.telefonica.com/ext/rc08/es/telefonica/comunicar_y_dialogar/publicidad/index.html) | ||||
| PR8 | Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data. (UN1) | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Number of data protection adverse assessments | Units | n.d. | 275 | |
| Monetary value of significant fines for non-compliance with laws and regulations for privacy and data protection (1) | Euros | n.d. | 1,064,000 | |
| (1) All incidents and fines correspond to Spain. For Fixed Business, in 2008 have been resolved 36 adverse assessments by the Spanish Agency of Data Protection. In 31 cases, Telefónica has obtained favorable resolution and in only 5 obtained negative resolution. The sanctions imposed by the five amounts was 300,000 euros. Four of the penalties were challenged before the competent court and only one (60,000 euro) was finally imposed. On the other hand, for Mobile Business in Spain, in 2008 have been resolved 85 adverse assessments. In 69 cases, Telefónica has obtained favorable resolution and in only 16 obtained a negative resolution. The sanctions imposed by the 16 amounts was 764,000 euros. 15 out of 16 resolutions have been challanged before the competent court and only one (120,000 euro) was finally imposed. Nevertheless, considering the materiality of this issue, all fines have been reported. | ||||
| More information in Chapter Data Privacy (http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/ticyprotecci%C3%83%C2%B3ndedatos/index.html) | ||||
| PR9 | Monetary value of significant fines for noncompliance with laws and regulations concerning the provision and use of products and services. | |||
| No fines received in 2008 More information in Chapter Quality of Service (http://www.telefonica.com/ext/rc08/es/telefonica/excelencia/clientes/calidad_servicio/index.html) |
||||
| IO01 | Capital investment in telecommunication network infrastructure broken down by country/region. | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Capex (1) | Million Euros | 7,274 | 7,889 | |
| (1) The above information has been consolidated on a payments basis | ||||
| More information in Chapter Infrastructures (http://www.telefonica.com/ext/rc08/es/telefonica/excelencia/clientes/infraestructuras.html) | ||||
| IO02 | Net costs for service providers under the Universal Service Obligation when extending service to geographic locations and low-income groups, | |||
| Net costs under the Universal Service | Unit of measure | 2007 | 2008 | |
| Spain | Euros | 131,000,000 | 104,000,000 | |
| Czech Republic | Euros | n.d. | 8,679,609 | |
| Argentina | Euros | 9,745,238 | 20,250,554 | |
| Brazil | Euros | 84,392,288 | 65,942,667 | |
| Colombia | Euros | 39,446,988 | 44,630,516 | |
| Peru | Euros | 9,411,868 | 9,946,714 | |
| Venezuela | Euros | 18,513,903 | 22,015,641 | |
| More information in Chapter Universal Service (http://www.telefonica.com/ext/rc08/es/telefonica/contribucion_progreso/inclusion_digital/servicio_universal/index.html) | ||||
| IO03 | Practices to ensure health and safety of field personnel involved in the installation, operation and maintenance of masts, base stations, laying cables and other outside plant | |||
| More information in Chapter Health & Safety Prevention (http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/seguridad_y_salud/prevencion/acuerdos_rep_trabajadores.html) | ||||
| IO04 | Compliance with ICNIRP (International Commission on Non-Ionising Radiation Protection) standards on exposure to radiofrequency (RF) emissions from handsets | |||
| More information in Chapter EMF (http://www.telefonica.com/ext/rc08/es/telefonica/medio_ambiente/la_huella_ambiental/emisiones_electricas.html) | ||||
| IO05 | Compliance with ICNIRP (International Commission on Non-Ionising Radiation Protection) guidelines on exposure to radiofrequency (RF) emissions from base stations. | |||
| More information in Chapter EMF (http://www.telefonica.com/ext/rc08/es/telefonica/medio_ambiente/la_huella_ambiental/emisiones_electricas.html) | ||||
| IO06 | Policies and practices with respect to Specific Absorption Rate (SAR) of handsets | N/A | ||
| Telefonica includes in all their handset purchasing the fullfilmente of Policies and Practices with respect to Specific Absorption Rate (SAR) of handsets | ||||
| IO07 | Policies and practices on the siting of masts and transmission sites including stakeholder consultation, site sharing, and initiatives to reduce visual impacts | |||
| More information in Chapter EMF (http://www.telefonica.com/ext/rc08/es/telefonica/medio_ambiente/la_huella_ambiental/emisiones_electricas.html) | ||||
| IO08 | Number and percentage of stand-alone sites, shared sites, and sites on existing structures | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Number of shared sites | Units | 6,376 | 17,612 | |
| More information in Chapter Environment footprint (http://www.telefonica.com/ext/rc08/es/telefonica/medio_ambiente/la_huella_ambiental/impacto_ambiental_visual/index.html) | ||||
| PA01 | Polices and practices to enable the deployment of telecommunications infrastructure and access to telecommunications products and services in remote and low population density areas. | |||
| More information in Chapter Geographical Divide (http://www.telefonica.com/ext/rc08/es/telefonica/contribucion_progreso/inclusion_digital/inclusion_geografica/index.html) | ||||
| More information in Chapter Universal Service (http://www.telefonica.com/ext/rc08/es/telefonica/contribucion_progreso/inclusion_digital/servicio_universal/index.html) | ||||
| PA02 | Policies
and practices to overcome barriers for access and use of telecommunication
products and services including: language,
culture, illiteracy, and lack of education, income, disabilities, and age.
Include an explanation of business models applied. |
|||
| More information in Chapter Training Divide (http://www.telefonica.com/ext/rc08/es/telefonica/contribucion_progreso/inclusion_digital/inclusion_educativa/index.html) | ||||
| More information in Chapter Accesibility (http://www.telefonica.com/ext/rc08/es/telefonica/contribucion_progreso/accesibilidad/index.html) | ||||
| PA03 | Policies and practices to ensure availability and reliability of telecommunications products and services and quantify, where possible, for specified time periods and locations of down time. | |||
| More information in Chapter Quality of Service (http://www.telefonica.com/ext/rc08/es/telefonica/excelencia/clientes/calidad_servicio/index.html) | ||||
| PA04 | Quantify the level of availability of telecommunications products and services in areas where the organisation operates | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Coverage | ||||
| Geographical mobile phone coverate rate | Percentage | 35.8 | 54.8 | |
| Population mobile phone coverage rate | Percentage | 85.7 | 85.9 | |
| Broadband Penetration rate | Percentage | 34.8 | 35.5 | |
| Service Quality | ||||
| Call completion success ratio (GSM Network) | Percentage | 97.9 | 97.5 | |
| Fixed telephony adds installed in time (1) | Percentage | 86.1 | 85.9 | |
| Broadband adds installed in time (1) | Percentage | 88.2 | 83.3 | |
| Pay TV adds installed in time (1) | Percentage | 88,2 | 93.2 | |
| Breakdowns every 100 fixed lines (1) | Percentage | 3.5 | 4.3 | |
| Breakdowns every 100 Broadband lines (1) | Percentage | 5.4 | 5.0 | |
| Breakdowns every 100 Pay TV lines (1) | 9.1 | 5.4 | ||
| % of breakdowns in fixed lines resolved in time (1) | Percentage | 84.1 | 76.4 | |
| % of breakdowns in Broadband resolved in time (1) | Percentage | 67.9 | 73.7 | |
| % of breakdowns in Pay TV resolved in time (1) | Percentage | 59.8 | 70.1 | |
| Note: The Service Quality indicators are internal source, and are collected from controlling systems of the Company. For the indicators reported by country in these GRI tables, in some cases the criteria is to publish the information according to the regulation body criteria (in this case, the indicator would differ as the management internal criteria is not the same) | ||||
| (1) Average of Spain, Argentina, Brazil, Chile, Colombia amd Peru. Telefonica Europe does not apply | ||||
| PA05 | Number and types of telecommunication products and services provided to and used by low and no income sectors of the population. Provide definitions selected. Include explanation of approach to pricing, illustrated with examples such as price per minute of dialogue/bit of data transfer in various remote, poor or low population density areas | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Mobile prepaid services | Miles | 114,627 | 134,641 | |
| Mobile prepaid services (%) | Percentage | 67.7 | 71.5 | |
| Fixed prepaid | Miles | 6,417 | 6,289 | |
| Public phones | Miles | 716 | 883 | |
| Note: These indicators are internal source, and are collected from controlling systems of the Company. For the indicators reported by country in these GRI tables, in some cases the criteria is to publish the information according to the regulation body criteria (in this case, the indicator would differ as the management internal criteria is not the same) | ||||
| More information in Chapter Economical Divide (http://www.telefonica.com/ext/rc08/es/telefonica/contribucion_progreso/inclusion_digital/inclusion_economica/index.html) | ||||
| PA06 | Programmes to provide and maintain telecommunication products and services in emergency situations and for disaster relief. | |||
| A variety of actors involved in emergency situations use information technologies (ICTs). The first thing we have to raise before dealing with the consequences of a disaster is whether it could be avoided or at least could be predicted in order to mitigate their impact on the population. Many of the situations, although not known to most people, could be predicted in advance through ICT. The most obvious of these natural disasters are situations in which national and international meteorological centers play a vital warning. Having a good warning system for these cases is the first step towards an optimal response by avoiding many of the personal injury and property damage followed. Once the damage mitigated thanks to the foresight of the crisis, ICTs are a tool for improving the different tasks of helping people. The mobile phone associated with the international emergency number 112 has effectively restrict the permissible scope of search for missing persons in accidents. The GPS satellite system has facilitated the identification and monitoring of IDPs and refugees caused by war. This system allows the exact position of the groups of people by making it easier updating when moving. Systems allow VHF and HF radio communication between various units of local emergency (medical, civil protection, food aid, ...) distributed in the disaster site. For example, medical units of the International Committee of the Red Cross field displaced in extreme humanitarian crisis use these radios to communicate with the bases within the region. In the case of large displacements of people, the fields that need a temporary shelter census. The databases are an invaluable tool for centralized, updated information. | ||||
| Para ver programas desarrollados a nivel país, consultar tablas GRI país sección PA | ||||
| PA07 | Polices and practices to manage human rights issues relating to access and use of telecommunications products and services | |||
| More information in Chapter data privacy (http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/ticyprotecci%C3%83%C2%B3ndedatos/index.html) | ||||
| More information in Chapter Business Principles Policies (http://www.telefonica.com/ext/rc08/es/telefonica/gestion_integra/principios_actuacion/normativas_asociadas/index.html) | ||||
| PA08 | Policies and practices to publicly communicate on EMF related issues | |||
| More information in Chapter EMF (http://www.telefonica.com/ext/rc08/es/telefonica/medio_ambiente/la_huella_ambiental/emisiones_electricas.html) | ||||
| PA09 | Total amount invested in programmes and activities in electromagnetic field research. Include description of programmes currently contributed to and funded by the reporting organisation. | N.D. | ||
| PA10 | Initiatives to ensure clarity of charges and tariffs | |||
| Indicator measured in Telefonica | Unit of measure | 2007 | 2008 | |
| Total number of bills issued | Miles | 546.803 | 697.583 | |
| Number of customers with e-billing | Miles | 36.419 | 78.832 | |
| e-billing (%) | Percentage | 6,7 | 11,3 | |
| More information in Chapter Billing (http://www.telefonica.com/ext/rc08/es/telefonica/excelencia/clientes/calidad_servicio/facturacion.html) | ||||
| PA11 | Initiatives to inform customers about product features and applications that will promote responsible, efficient, cost effective, and environmentally preferable use. | |||
| More information in Chapter Awareness with the environment (http://www.telefonica.com/ext/rc08/es/telefonica/medio_ambiente/cambio_climatico/conciencia_compromiso/index.html) | ||||