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2011 SUSTAINABILITY REPORT
TURKCELL 2011 SUSTAINABILITY REPORT
02
ABOUT THE REPORTTurkcell 2011 Sustainability Report is our second
report issued. We present our key stakeholders
the social, environmental and economic
performances regarding our impacts created
throughout 2009-2011 periods.
Scope of the ReportThe information included in the report covers
the overall corporate responsibility performance
of Turkcell İletişim Hizmetleri A.Ş. during the
January 1, 2009 – December 31, 2011 period
unless stated otherwise.
Although Turkcell subsidiaries and international
operations are not included within the scope of this
report, information about the group companies is
was included as much as possible. The financial data
given are Turkcell’s consolidated data.
Principles of the ReportThe following global standards and frameworks
were considered in the preparation of the report
content. We have determined the performance
content according to the requirements of these
standards and frameworks.
We included the GRI G3 Sustainability Reporting
Principles and United Nations Global Compact
Principles (UNGC) indexes in detail at the end of
our report.
www.globalreporting.org
www.unglobalcompact.org
Our Next ReportWe intend to share our 2012 sustainability
performance in our next report and publish it in 2013.
03
TABlE Of CONTENTS PAGEMESSAGE FROM GENERAL MANAGER 4
OUR CORPORATE PROFILE 6TURKCELL IN NUMBERS 9OUR PRODUCTS AND SERVICES 10
OUR QUALITY APPROACH 11
STRATEGY AND MANAGEMENT 12CORPORATE GOVERNANCE 14
BUSINESS ETHICS 16INVESTOR RELATIONS 16OUR CORPORATE PRIORITIES 18
OUR CORPORATE RESPONSIBILITY APPROACH 19OUR DIALOG WITH OUR STAKEHOLDERS 19DETERMINING MATERIAL ISSUES 19
MESSAGE FROM CHIEF CORPORATE AFFAIRS OFFICER 20
OUR SOCIAL PERFORMANCE 22OUR EMPLOYEES 24
HEALTH AND SAFETY 27DEVELOPMENT AND TRAINING OPPORTUNITIES 28PERFORMANCE MANAGEMENT 30HUMAN RIGHTS 30COMMUNICATION WITH OUR EMPLOYEES 31
OUR SOCIAL INVESTMENTS 32OUR EMPLOYMENT APPLICATIONS 32OUR SOCIAL INCLUSION APPLICATIONS 34
OUR ECONOMIC PERFORMANCE 40SUSTAINABLE GROWTH 42
OUR CUSTOMERS 43OUR BUSINESS PARTNERS 45OUR SOLUTION PARTNERS 46OUR SUPPLIERS 47OUR TECHNOLOGICAL INVESTMENTS AND SOLUTIONS 47
OUR ENVIRONMENTAL PERFORMANCE 50ENERGY AND CLIMATE CHANGE 52INSTALLATION AND INSPECTION OF BASE STATIONS 54WASTE MANAGEMENT 55
ANNEXES 56OUR AWARDS AND ACCOMPLISHMENTS 56OUR MEMBERSHIPS 57GRI & UNGC INDEXES 58GRI STATEMENT 62CONTACT INFORMATION 63
TURKCELL 2011 SUSTAINABILITY REPORT
04
MESSAGE fROM GENERAl MANAGER
When we look at Turkcell’s story of establishment and its success today, we always see “novelty” and “innovation”. We work in full effort to sustain this quality that runs through our genes and present the best and newest technologies to the service of Turkey in the most appropriate manner possible. From the scratch, we saw “innovation ability” as the prerequisite of permanent success not only in information and communication technologies but every field and included this concept in our social responsibility area
05
Dear Stakeholders,
I am happy to share our 2011 Sustainability Report,
which is the second stage of the sustainability
vision we established according to our responsibili-
ties and your expectations. Since our establishment
we have been such a company, which is aware of
its responsibilities as well as the necessity of main-
taining sustainability in pursuit of financial success.
We carefully consider our ecological environment
as well as our social stakeholders when conducting
our activities.
Corporate responsibility is among the top priorities
for companies in the new century. As an industry le-
ader, we see the positive impacts we can create on
issues such as climate change, social development,
human rights, employee satisfaction and loyalty and
more transparent communication with internal and
external stakeholders. We are aware of the neces-
sity of taking effective steps on these issues. Our
customers and shareholders are also aware that
our performance concerning sustainability-related
issues will have a positive impact on our company’s
value in the long run. Consequently we believe that
our performance will carry our company to the top
as perceived by our key stakeholders. As Turkcell
we act according to this approach and vision.
When we look at Turkcell’s story of establishment
and its success today, we always see “novelty” and
“innovation.” We work in full effort to sustain this
quality that runs through our genes and present
the best and newest technologies to the service of
Turkey in the most appropriate manner possible.
From the scratch, we saw “innovation ability” as
the prerequisite of permanent success not only in
information and communication technologies but
every field and included this concept in our social
responsibility area. We are proud to prove that
Turkey can have a “World Company” in the field of
communications and technology thanks to our
ability to innovate, inspire and be an exemplary
company for Turkish people and institutions.
We are proud of our past achievements and inno-
vations, of course, but it’s the future that excites us
the most, because Turkcell will continue to introdu-
ce the newest advanced technologies to Turkey and
to support our institutions so that our companies
may be successful in the global arena. That’s why
we say, “In Turkcell, our past is innovation; and our
future is more innovation.”
We tried to present our progress to improve our
economic, social and environmental impacts with
solid examples and goals in our 2011 Sustainability
Report. Our 7 million TL investments in renewable
and alternative energy, our coverage of 99.13% of
the Turkish population, our success in shifting to 3G
technology, millions of satisfied Turkcell customers
and our Turkcell family of employees, who are the
architects of this success, are the fundamental
proof of our rapid progress and leadership in Turkey
regarding these issues.
Corporate responsibility leadership at global
standards is not a dream for Turkcell but it is a goal
that we are striving to achieve in the short term. As
a Leader in Responsibility, performance of Turkcell
brand will continue to be one of the major milesto-
nes of Turkey’s corporate responsibility journey in
the upcoming years.
Sincerely yours,
SÜREYYA CİLİVGeneral Manager
Corporate responsibility leadership at global standards is not a dream for Turkcell but it is a goal that we are striving to achieve in the short term
OUR CORPORATE PROfIlE
TURKCELL 2011 SUSTAINABILITY REPORT
08
OUR CORPORATE PROfIlE
As the third largest GSM operator in Europe on a subscriber basis, Turkcell
serves a total of 64.8 million customers in a region stretching from
Germany to Kazakhstan.
As well as our international subsidiaries providing high-end
telecommunication services to customers in Germany, Belarus, Moldova,
Ukraine, Georgia, Kazakhstan, Azerbaijan and TRNC, we provide
value-added services locally in Turkey with our domestic companies,
Superonline, Inteltek, Turkcell Technology, Global Bilgi and Global Tower.
Turkcell is also the first and the only Turkish company publicly traded on
the ISE (Istanbul Stock Exchange) and New York Stock Exchange (NYSE)
concurrently.
%34
Post-paidPre-paid
%63
%37
Malefemale
Our Customers Our Employees
%66
09
TURKCELL IN NUMBERS
Sales
8 Billion Tl
Coverage area in TurkeyAll settlements in Turkey with
population of over 1,000
3G ServiceContracts with 204 operators in 108 countries
GPRS RoamingContracts with 466 operators in 165 countries
Total number of full time employees in Turkey
3,149 (about 40% of the total number of employees of mobile operators)
Total number of subscribers in Turkey
34.5 million (53% of the market)
TURKCELL 2011 SUSTAINABILITY REPORT
10
51% %34.69
13.07%1.18%
0.05%
0.01%
Important Changes During the Reporting PeriodTurkcell focused on balanced growth during the
reporting period and invested in 7 power houses, 4
offices, 1 warehouse and 1 plaza, mostly located in
Anatolia and also 1 Operation Management Center
in Manisa, engaging a total service area of 20,603
square meters.
Our company’s 100% subsidiary, Superonline
İletişim Hizmetleri A.Ş. and our other four group
companies signed a share purchase contract on
August 12, 2011 in order to acquire all shares of
Global İletişim Hizmetleri A.Ş., one of the leading
companies in its field under Yıldız Holding A.Ş.
Our Operational StructureUpdated and detailed information on the partners-
hips and subsidiaries of Turkcell are present in our
periodical financial tables and our website.
OUR PRODUCTS AND SERVICES
In each country and region we serve, we endeavor to
make the information technologies and related ser-
vices accessible and usable to meet our customers’
and users’ current and future needs. We are proud to
provide our 34.5 million customers with the privilege
of Turkcell in signal reception and voice quality
through our total investment of 7.9 Billion USD.
We use the latest techniques in our infrastructure,
which work with various phone models, so our
customers could speak with superior sound quality.
The number of continuous connections is one
of the most important indicators of a successful
infrastructure. In Turkcell, it is of great importance
to provide continuous connection to our customers
through our ever-growing infrastructure and the
engineering work, which we constantly update.
Providing continuous service despite intense net-
work traffic is another criterion for evaluating the
quality in mobile communication. As Turkcell, we
provide quality service to our customers at a value
much lower than traffic rate intensity accepted by
international GSM standards as well as the Turkish
average, which is 2% GoS (Grade of Service).
Our Pre-Paid ProductTurkcell’s pre-paid product, preferred by those who
want to keep their calls under control and make
calls within their budget, as well as those who need
to be called rather than willing to calling others is
HazırKart.
Our Post-Paid linesOur communication services product, in which
payments can be made in return for an invoice after
obtaining the service from our GSM network, is the
Post-paid Line.
Other ServicesBesides mobile communication Turkcell provides
value added services to its subscribers. The lists
of these services and tariffs are present at www.
turkcell.com.tr. All of these products and services
are available for our customers via Turkcell stores,
Turkcell Communication Centers, Corporate Soluti-
on Centers, Turkcell Distribution Centers, Turkcell
Sales Points, the Call Center, the Online Operations
Center and Corporate Sales Managers.
Our Coverage AreaTurkcell delivers services to all settlements with
a population of over 1,000 by covering 88.30% of
Turkey’s geography and 99.13% of the total popu-
lation as of the end of 2011. We are a telecommu-
nications company with the most widespread, best
quality service network with nearly 28,000 base
stations throughout Turkey. We are also a leader
in EDGE technology, which all of the 2G network
uses. Turkcell has also made important investments
in rural areas and included many settlements with
a population of below 1,000 in 2011. Turkcell is also
among the operators servicing dual carrier 13.DC-
HSPA+, up to 42 Mbps speeds, in the world with its
3G network.
Our Shareholder Structure
Turkcell Holding A.Ş.
Çukurova Holding A.Ş.
MV Holding A.Ş.
Publicly Traded
Müflis Bilka Bilgi Kaynak ve İletişim San. ve Tic. A.Ş.
Sonera Holding A.Ş.
11
Turkcell coverage rates, service quality value and
base station numbers are reported to the Informa-
tion Technologies and Communication Association
(BTK) Spectrum Monitoring and Inspection Direc-
torate. Coverage values are calculated according to
BTK coverage criteria.
OUR QUAlITY APPROACHIn parallel with the Quality Policy, Turkcell
measures the satisfaction of its customers and
all its stakeholders at specific time intervals
according to accepted methods. The results are
then evaluated and the necessary actions are
taken for improvement.
Our Quality PolicyThe basis of our quality policy is to manage our
system with a continuous improvement approach
according to our strategic business priorities,
ensuring the satisfaction of all our stakeholders,
including our employees and their families.
Our Quality Management SystemsThe upper management of Turkcell takes a
customer-oriented management approach in
the application, development and continuous
improvement of the Quality Management System in
accordance with laws and regulations. The Turkcell
Quality Policy and Strategic Business Priorities that
form a framework for the achievement of the vision
and quality goals set out by upper management are
examples of this approach.
ISO 1002 and ICT 20000 systems are applied at
Turkcell. Our company, which began the application
process for the ISO 9001:2008 Quality Management
Systems in 1999, is now in the process to receive
the ISO 10002 Customer Complaints Management
Certificate as well. Also distinguishing itself within
the sector with certified ISO 27001:2005 Informati-
on Security and ISO 20000:2005 ITIL Management
Systems, Turkcell continues to advance and develop
through a Lean Management approach.
Product and Service Information All general information related to Turkcell products
and services is established through a variety of app-
lications at all contact points with our customers,
primarily in our website.
Our customers can share their ideas and sugges-
tions with Turkcell via our call center, dealers and
the website. Also, the expectations and ideas of all
our customers are reviewed within the 7th Sense
Customer Estimation Center. The related teams
review customer suggestions.
GSM Sector in Turkey
The telecommunications sector today plays an impor-tant role in the advancement of the information-based economy. 2009-2011 were lively years for the Turkish telecommunication sector. Positive steps taken for the sector include publication of the reports and Council decisions that make Information Technologies and Communication Council (BTK) a more transparent regulatory authority, including BTK market data, reduction in Internet service taxes, the provisions of the Electronic Communication Law introduced in 2008 in relation to authorization coming into effect on May 10, 2009, which therefore facilitated the easier servicing of operators and the legal start of fixed number portability on September 9, 2009.
According to the 2011 Market Data, 3rd Quarter Report of BTK, the total amount of traffic increased by 12.9% in 2010, reaching 149.4 billion minutes. App-roximately 84% of this traffic is mobile traffic. The number of fixed subscribers, which was 16.2 million in December 2010, decreased to 15.5 million by the end of September 2011. As of September 2011, the number of mobile subscribers is was 64.8 million. According to data from the same period, approximately 66% of mobile subscribers use pre-paid lines and 34% use post-paid lines.
The number of 3G subscribers, which was 16.6 million in the third quarter of 2010, reached 28.6 million in the third quarter of 2011. While an average of 30% of the mobile subscribers in Europe are 3G subscribers, Turkey, which only started providing the service in July 2009, exceeded the European average with the rate of 44% 3G subscribers.
The number of SMS messages sent was 38.5 billion in the third quarter of 2011 in Turkey and the number of MMS messages was 36 million. Turkey exceeds Ireland, Norway, the United Kingdom, Spain, Italy, Portugal and Germany with average monthly mobile communication of 261 minutes.
The Turkish telecommunications sector, which has a market volume of over 20 billion USD, is predicted to reach a volume of 30 billion USD in the next 5 years.
• We believe that customers come first• We are an agile team• We promote open communication• We are passionate about making a difference• We value people
OUR VALUES
To ease and enrich the lives of our customers with communication and technology solutions
OUR VISION
OUR STRATEGIC PRIORITIES
As a leading communication and technology company, our strategic priorities are:
• To grow in our core mobile communication business through increased use of voice and data,
• To grow our existing international subsidiaries with a focus on profitability,
• To grow in the fixed broadband business by creating synergy among Turkcell Group companies through our fiber optic infrastructure,
• To grow in the area of mobility, Internet and convergence through new business opportunities,
• To grow in domestic and international markets through communications, technology and new business opportunities, and
• To develop new service platforms that will enrich our relationship with our customers through our technical capabilities.
STRATEGY AND MANAGEMENT
TURKCELL 2011 SUSTAINABILITY REPORT
14
STRATEGY AND MANAGEMENT
CORPORATE GOVERNANCE
Being aware that the foundation of operational
excellence lies in a transparent management app-
roach and good corporate governance, Turkcell
supports its goal of development and constant
growth through its corporate governance
system.
Our company’s accountability approach consists
of direct/regular information and reporting and
constant accessibility of information on Turkcell,
not only in financial fields but also concerning
our impacts related to our social and ecologic
environment and the expectations of our stake-
holders.
Board of DirectorsThe highest governing body at Turkcell is the
Board of Directors. Members of the Turkcell
Board of Directors are not involved in any
executive functions. The necessity of not having
any executive function for members of the Bo-
ard of Directors is a stipulation of Turkish Trade
Law. Therefore, all our Board Members consist
of non-executive members. Turkcell Chairman
of the Board Colin J. Williams is confirmed as
independent according to the requirements of
US legislation and CMB (Capital Markets Board)
Corporate Governance Principles revised in February 2005.
The Turkcell Board of Directors consists of 7 members elected for a maximum of 3 years in the annual ordinary general meeting of share-holders. Each board member is encouraged to limit the number of their board memberships in
other publicly traded companies. This is intended
to prevent the impact of other memberships and
related obligations on the service provided as
an effective and active member of the Turkcell
Board of Directors. At least 11 ordinary general
meetings are convened at appropriate intervals
in order for the Board of Directors to fulfill its
responsibilities.
The business relations of Turkcell are managed
under the instructions of the Board of Directors,
who are responsible to and represent the
shareholders. The Board’s responsibilities and
authorities include but are not limited to those
stated on the Turkcell’s web site in detail.
Compensation of Board of Directors and Evaluation of ManagementThe shareholders in the General Assembly
determine compensation of the Members of
the Board of Directors. Performance goals,
including the sustainability framework, are de-
termined each year for the Board of Directors,
company and, therefore, the General Manager
and Assistant General Manager Responsible
for Finance within the framework of Turkcell
corporate governance principles. The Board of
Directors evaluates the performance of these
managers at the end of each year with the sup-
port of the Corporate Governance Committee
in parallel with financial and other goals and
determines their compensation accordingly.
Goal cards of the Assistant General Managers
are reviewed on a quarterly basis by evaluating
company goals, functional goals and human
resources goals. Performance assessments are
conducted through face-to-face meetings with
the CEO.
Changes in ManagementIn order to identify international commercial
and financial investment opportunities and to
support the work to realize these opportunities,
the International Expansion Functional Group
was re-structured during the reporting period.
The Legal Affairs Functional Group has also
been structured in order to achieve the goal to
Turkcell supports its goal of development and constant growth
through its corporate governance system
15
increase business effectiveness as part of our
management excellence principles.
The Turkcell Board of Directors appointed
Colin J. Williams as the Chairman of the Board
effective as of the meeting dated February 25,
2010. Working as an Independent Member of the
Board of Directors since May 22, 2006, Williams
is also the Chairman of the Audit Committee
since July 21, 2006.
Preventing Conflicts of Interest Conflicts of interest occur when the private inte-
rests of the employee conflict with the interests
of Turkcell. Rules that Turkcell employees are ob-
liged to follow in relation to conflicts of interest
are stated in the Turkcell Common Values and
Business Ethics guide. The principles on ethics
contain the working principles with Turkcell
and other related entities, principles concerning
accepting/giving gifts, as well as the information
security of the customers and the company. The
guide also defines upper management conflict of
interest situations and explains the mechanisms
to prevent these.
Corporate Risk Management Turkcell has been subject to ever-changing
financial structures in the operational growth
process since its establishment. It has conduc-
ted affairs with alternative capital markets
in order to fund and support this structure.
Since the companies’ obligations depend on
the requests and obligations of the markets
that fund them as well as the financial regimes
they operate in, Turkcell has applied different
regulations, laws and rules since 1994. Turkcell
is subject to SEC rules since it is listed on the
NYSE (New York Stock Exchange) in the USA.
Internal control mechanisms exist at Turkcell
and the Group companies that are within the
scope of audit under Article 404 of the Sarba-
Corporate Risk Management Department
At our company, Risk Management, Internal Audit Management, Information Security Management and Internal Fraud Management processes are regulated in order to increase the focus on corporate risk management work, establish risk management methodology and promote the culture of corporate risk management work, as well as to centralize the activities that have an impact on the success of corporate risk management. All these func-tions within the company are carried out by the Corporate Risk Management Department, which was re-structured as of January 2009.
The Turkcell Corporate Risk Management De-partment reports directly to the Audit Commit-tee, which consists of Independent Members of the Board of Directors, the General Manager and Assistant General Manager Responsible for Finance according to the independence principal and the related communiqué of the Capital Markets Board.
All departments identify the risks they enco-unter regularly and classify them according to their priorities. Also, detailed action plans are prepared and applied for critical risks. These processes coordinated by Risk Management are reported regularly. The Corporate Risk Management Department, which analyzes the processes and detects existing and potential risks in order to ensure the reliability and accuracy of the financial tables of Turkcell and Group companies, the conducting of activities in accordance with SoX legislation and to increase the efficiency and effectiveness of the operations within the framework of this mec-hanism, also contributes to finding solutions to minimize these risks.
TURKCELL 2011 SUSTAINABILITY REPORT
16
nes Oxley act, which publicly traded companies
must comply with; and since the company
is also listed on the ISE (Istanbul Stock Exc-
hange), audits and evaluation processes for
preventing breaches are carried out regularly
under these mechanisms.
BUSINESS ETHICS The core of our business ethics approach is con-
ducting all of our activities in accordance with
international business ethics standards as well
as acting in full compliance with the laws and
regulations and managing our business processes
with an honest, transparent and accountable
approach. All affairs with our employees are also
carried out in accordance to this approach.
The Turkcell Common Values and Business Ethics
Rules published on our intranet are specified as
the common beliefs and values that the emplo-
yees are expected to consider in their work life
and to internalize them as natural behaviors.
These values are communicated to each emplo-
yee recruited at Turkcell through an orientation
program, and it is explained that these rules are
an inseparable part of the labor contract. Each
employee signs a statement of commitment.
Revisions made after the date of signing the
statement of commitment are published on the
Turkcell intranet. All Turkcell employees and
management are responsible for following the
related revisions as well as complying with these
rules and regulations.
The Ethics Committee assigned by the Audit
Committee established within the Turkcell
Board of Directors determines the regulations
on this subject. The Ethics Committee reviews
and updates the rules, evaluates irregularities,
then finalizes and presents the rules to the Audit
Committee quarterly. Regulations and respon-
sibilities approved by the Audit Committee take
effect following this approval.
Training and information via various channels are
conducted throughout the year in order to promote
awareness and understanding of the Common Va-
lues and Business Ethics rules among employees. A
Mobile learning training, in which 1,326 employees
have participated, was provided in 2010 on values
and ethics in order to keep the employees informed.
The same training was provided to 3,428 employees
through e learning in 2011.
Turkcell Ethics Rules are published in summary
on our website in the Investor Relations section
under Corporate Governance. These rules comp-
lement the other policies, codes of conduct and
guides published by the company.
Ethics lineEach Turkcell employee is obliged to report situ-
ations that may pose a conflict with the rules and
regulations stated in the Turkcell Common Values
and Business Ethics Guide or that cause a rational
suspicion or concern that such conflicts may occur
by filling out the Turkcell Intranet Ethics Reporting
Form or by calling the Ethics Reporting Line.
The employee does not have to disclose his or
her identity, unless he/she desires to do so, on all
three channels. Confidentiality of this subject is
under the Turkcell Audit Committee’s warranty.
No cases have been filed against our company
regarding misuse or corruption.
INVESTOR RELATIONSThe Turkcell Investor Relations Department
carries out its activities in order to ensure
that Turkcell shares continue to be preferred
investment instruments for both domestic and
The core of our approach to business
ethics is to conduct all of our activities in accordance with
international business standards and to act
in full compliance with laws and regulations
17
foreign investors, expand the investor base of
the company, reflect Turkcell’s operational suc-
cess and potential concerning its market value
and present and promote our company in the
best way possible within the framework of the
governance principles we have adopted.
Since shares are traded in the US and Turkish
stock markets, we have a corporate governance
model in direction of the obligations Turkcell
undertakes in accordance with capital markets
of both countries. While these rules generally
come with certain regulations concerning the
transparency, accountability and responsibility
areas of the companies related to good corporate
governance, Turkcell especially considers this
subject as it may create additional value to
investors and other stakeholders.
Information PolicyAll contacts with investors, financial analysts,
press members and similar stakeholders are
conducted within the framework of the Turkcell
Information Policy. The aim of the Turkcell In-
formation Policy is to provide full, fair, accurate,
timely, comprehensive, low-cost, equal, accessib-
le, active and transparent communications with
all stakeholders such as shareholders, investors,
employees and customers in accordance with the
regulations it is subject to.
The Turkcell Information Committee supervises
disclosure of the developments that might have an
impact on the value of the company’s capital market
instruments to the public at predetermined time
intervals and in accordance with the legislation.
Relations with shareholders and issues related to
public disclosure are under the responsibility of
the Investor Relations Department. The Ordinary
Meeting of the General Assembly is conducted at
least once a year for shareholders. The sharehol-
ders and investors obtain all related information
and state their opinions and suggestions related
to management at these assembly meetings. The
Pre/Post Feedback Report survey is distributed
to investors and analysts at least twice a year
concerning their performance expectations. The
expectations related to results disclosed are
analyzed following the disclosure.
Briefings are held for company upper management
and the Board of Directors and public meetings are
organized with the participation of Turkcell mana-
gers. Road shows and analyst events are organized
for investors. Feedback is sent for analyst reports
on behalf of Turkcell. The questions of domestic
and foreign investors are answered within the
context of investor relations. The relationship with
credit rating organizations is carried out to ensure
that independent organizations consider the
powerful financial structure of Turkcell. The In-
vestor Relations and International Media Relations
Department work closely with various depart-
ments and subsidiaries within the Turkcell Group
in order to ensure that the company messages are
accurately and fully communicated to the market
on time, follows the needs of the market closely
and shapes the company messages with the sug-
gestions it presents to the upper management.
The groups that Investor and International Media
Relations directly communicate information to
are;
• Investors, Analysts
• Upper Management
• Members of the Board of Director
• Rating Organizations
• Capital Markets Board (CMB)
• Istanbul Stock Exchange (ISE)
• Securities and Exchange Commission (SEC)
• New York Stock Exchange (NYSE) and
• International Media.
Relations with shareholders and issues related to public disclosure are under the responsibility of the Investor Relations Department
TURKCELL 2011 SUSTAINABILITY REPORT
OUR CORPORATE PRIORITIES
• Corporate Governance • Business Ethics • Research - Development • Customer Satisfaction • Information Safety • Responsible Supply Chain • Business Continuity
• Employment • Social Development • Health and Safety • Human Rights • Disaster Recovery
• Employee Satisfaction and Loyalty• Career Management and Employee Development• Employee Health and Safety
• Raising Envrionmental Awareness of our Stakeholders
• Mitigating our Environmental Impact• Energy Efficiency• Network Efficiency• Environment Friendly Technologies
Sustainable Growth(Investors, Customers,
Public Institutions, Suppliers)
Social Development(Local Public, Public
Institutions, Global Initiatives, Investors)
Environmental Awareness(Society, Customers, Non-Governmental
Organizations, Public Institutions)
Satisfied Employees and Business Environment
(Employees, Shareholders, Investors)
18
19
OUR DIAlOG WITH OUR STAKEHOLdERS Our stakeholders are the people who influence
or are affected by our business. In Turkcell
every business unit determine its key stakehol-
ders that they directly have interest on in able
to form Turkcell’s key corporate stakeholder
groups. We approach these stakeholders also
in terms of their specific concerns as grouped
on page 18. Learning the expectations of our
key stakeholders through a variety of ongoing
dialogue platforms, we focus on understan-
ding these and plan on actions to meet these
expectations.
Knowing that transparency is among priorities
of our key stakeholders, we have continued to
enhance our communications and listen to the
expectations of stakeholders during this repor-
ting period through the following platforms.
Our Stakeholders Our Dialog Platforms
Our Customers Customer satisfaction surveys, Turkcell communication centers, Turkcell stores, Turkcell sales points, chain stores, call center, voice response system, website, My-Turkcell WAP, SIM Menu, customer services via Internet and wap (online operations), social media (Facebook, Twitter), complaint websites, SMS/USSD/Cell Info, e-mail, fax, mailing, bill, fax/letter, Corporate Solution Centers
Our Investors/Shareholders
Face-to-face meetings, conference calls after quarterly disclosures every 3 months, Road shows
Our Employees ERP Human Resources Module, Academy Portal Career Opportunities, Suggest and Win, White Shadow, Turkcell Assist, internal advertisements,
Our Suppliers Supplier evaluations, E-Firm Portal, e-mail, phone
Academic Institutions
Conferences and conventions, Life with Turkcell Seminars, Turkcell Graduate Studies Scholarship Program
Non-governmental Organizations
Memberships of the Board of Directors, Commission Work Group Memberships, report work, conference participations, face-to-face meetings
Society Social participation applications, call center, e-mails
Media Face-to-face meetings, press releases, press conferences, press visits
Our Dealers Dealer meetings, e-mails
Economic Environmental Social
Sustainable Growth Environmental Awareness Transparency and Accountability
Collaboration Platforms Efficient Use of Resources Social Development
OUR CORPORATE RESPONSIBIlITY APPROACH
As a leading company for corporate social
responsibility in Turkey, fulfilling our social,
economic and environmental responsibilities is
among our business priorities. We believe in the
importance of sustainability for our country’s
future and we support this in every field we
operate in. We act upon the philosophy that
we should give back to society and add value
to it both with improvements we make in our
business areas and our corporate social respon-
sibility projects.
As Turkcell, we believe in the importance of an
effective stakeholder communication policy
for the sustainability of our business. We build
clear and transparent relations with all our
stakeholders, find out their priorities and seek
appropriate solutions. We take our decisions
with the goal of creating mutual benefit by
integrating their expectations into our business
strategies.
For Turkcell, operating according to a res-
ponsible and sustainable approach is a social
necessity. Corporate responsibility is a part of
our corporate strategy as well as a management
tool.
Turkcell determines its corporate responsibility
policies within the context of priorities determi-
ned by opinions obtained from its stakeholders.
Corporate social responsibility is an impor-
tant part of Turkcell values together with its
policies. At Turkcell, the Corporate Citizenship
Unit work under Corporate Relations Depart-
ment and is a vital part of company corporate
responsibility initiatives.
We manage our corporate responsibility fields
on four main axes. (See Graph on Page 18)
DETERMINING MATERIAl ISSUES The Corporate Citizenship Unit under Corpo-
rate Relations Department consolidated the
issues mentioned by the key stakeholders
during the reporting period through the dia-
logue platforms listed in the above table and
prioritized the most frequently stated issues in
parallel to the corporate priorities listed in the
graph on page 18 of this report. Key stakehol-
der expectations that meet Turkcell’s strategic
priorities are grouped in the following table
within the context of sustainability impacts. The
actions taken regarding these issues form the
content of this report.
TURKCELL 2011 SUSTAINABILITY REPORT
20
MESSAGE fROM CHIEf CORPORATE AffAIRS OffICER
We define ourselves as a “corporate citizen” and strive to meet the requirements of this label in every area. In order to share our accomplishments and create the best for all our shareholders through the feedback we receive, we have been producing our reports with the principles of GRI (Global Reporting Initiative) since 2009. We present to you our sustainability performance for the 2009-2011 activity period in our second report
21
Dear Stakeholders,
As an organization in Turkey that has placed the concept of sustainability at the center of its business, carrying out our social, economic and environmental responsibilities is at the top of the commitments we have made to you.
We define ourselves as a “corporate citizen” and strive to meet the requirements of this label in every area. In order to share our accomplishments and create the best for all our shareholders through the feedback we receive, we have been producing our reports with the principles of GRI (Global Repor-ting Initiative) since 2009. We present to you our sustainability performance for the 2009-2011 activity period in our second report.
As Turkcell management, we are aware of the positi- ve effects that we can create on our community and environment with our technology, competences and areas of expertise. Beyond only managing our social and ecological footprint, we are creating sustainable projects and working towards a sustainable future socially, environmentally and economically.
The reason why we are one of the most popular and most sought out companies for employment in our sector and country is, in fact, the value we attach to our people. our country is our “People First, Leader Turkcell” approach. Our employees and the satisfacti-on of our employees are at the focus of every decision that we make. In addition to the career, sharing, education and development opportunities we provide to our employees at Turkcell, you can also examine our applications and communication platforms that are based on support and recognition, in this report.
On another note, The social responsibility projects that bring us closer to the community are also very significant to us. We especially develop and apply projects that invest in the future of young people.
‘Runners To The Future’, which supports our talented athletes on their path to the Olympics, ‘Bridge Of Hearts’ where 140,000 students from 81 provinces made trips from west to east and from east to west, building bonds of friendship are only two of the projects we continue to realize.
The Snowdrops Project, which we support through providing scholarships for 10,000 female students every year throughout Turkey in collaboration with CYDD (Association In Support Of Contemporary Life), added a new success to the recognition and awards it has received over the last 12 years, by being selected as the best in the world in the category of “contribution to the community” at 2011 World Communication Awards.
Through our applications that we continue with the goal of contributing to the economic development of our community, and hence our country; and collabo- rations with organizations such as IŞKUR, we are providing thousands of people with educations and employment.
Supporting projects that accomplish added value by investing in qualified human resources and good ideas in Turkey forms an important part of our social responsibility vision. In 2011 we showed our support for good ideas by sponsoring the Global Enterprise Forum in which 1,500 entrepreneurs discussed many subjects from ideas to financing, in addition to the “Enterprise Factory” which we launched in cooperati- on with Özyeğin University.
In addition to using our advanced technology to provide the fastest, uninterrupted service possible to our customers we are also developing applications to make emergency communication easier at times of disaster. In 2011, immediately after the earthquake that happened in our Van province, we worked 24/7 with our 230 stations, with our operation center which is the only one in the area and our crew of 200, despite power outages blackout and quadrupled traffic that had , to provide uninterrupted service to our customers. We provided network support with 11 mobile stations. We are also planning social responsibility projects in 2012 that will be directed at education in Van.
Another issue subject that we emphasize with sensitivity, in all of the units of Turkcell is information security and our customer confidentiality policies. We make constant improvements in our work applicati-ons and follow the latest technology with regard to this subject.
Our goal is to utilize the recommendations and feed- back we receive from you, to continue and increase our contributions to the community.
Respectfully,
KORAY ÖZTÜRKLERChief Corporate Affairs Officer
As Turkcell management, we are aware of the positive effects that we can create on our community and environment with our technology, talents and areas of expertise
OUR SOCIAl PERfORMANCE
TURKCELL 2011 SUSTAINABILITY REPORT
24
OUR SOCIAl PERfORMANCE
OUR EMPlOYEES
At Turkcell, we have an employee-centric
approach, which we briefly describe as “First
People, Leader Turkcell.” To maximize employee
satisfaction, we create a flexible, sensitive and
democratic work environment that supports
change and continue our investments in the
company in order to motivate our employees.
We define our business environment more as a
“living area” than a “working area.” We commu-
nicate the career, support, sharing, recognition,
enjoyment and development opportunities we
provide to our employees with our slogan
“I have more at Turkcell.”
Our Employees in figuresThe Turkcell team has grown with the economic
growth targets during the reporting period. The
number of male and female employees increased
11% from 2010 to 2011.
Our female employees at Turkcell comprise
36.54% of all employees. This figure is more
than 22.6%, which is the sector average.
The average age of our employees is 33.
The main employment regions of Turkcell during
the reporting period have been Istanbul (80%),
Ankara (6%) and İzmir (4%). In addition to this,
the regional structure of Turkcell also covers
Diyarbakır, Antalya, Trabzon, Bursa, Kayseri,
Erzurum, Van, Samsun, Kocaeli, Balıkesir, Muğla
and Eskişehir. We also have employees in North
Cyprus, Ukraine and Belarus.
Employee Turnover 269 people in 2009, 324 people in 2010 and 288
people in 2011 resigned from our company for
various reasons. Our total resignation rate in
2009 and 2010 was 14% and 9.7% in 2011. 63%
of the employees, who resigned in 2009, were
male and 37% were female. By age distribution,
36% of the resigning employees were 30 years
of age or below, 63% were between 30 to 50
and 1% were over 50.
66% of the employees, who resigned in 2010,
were male and 34% were female. By age distri-
bution, 38% of the resigning employees were 30
years of age or below, 61% were between 30 to
50 and 1% were over 50.
To maximize employee satisfaction, we create
a flexible, sensitive and democratic work
environment that supports change
Our Employees
2009 2010 20110
400
800
1,200
1,600
2,000
Malefemale
Education levels (2011)
71.4%
23.3%
5%0.3%
Post Graduate Undergarduate-Vocational
High School Secondary School
1,72
8
981
1,01
1
1,13
5
1,77
8
2,01
4
25
Workforce
Total workforce Unit 2009 2010 2011 GRI
White collar employees Number 2,709 2,789 3,149 LA1
Blue collar employees Number 0 0 0 LA1
Employees of the contractors Number - - 929 LA1
Employees by contract Unit 2009 2010 2011 GRI
Temporary/Part Time employees Number 69 93 125 LA1
The resignation rate in 2011 was 4.5%, and the
total rate of exits (including resignation, termi-
nation of job contract and military service) was
9.7%. 59% of the employees, who resigned in
2011, were male and 41% were female.
SalariesOur aim with the wage and benefit process is to
support Turkcell vision and strategies, to reward
high performance based on our employees’ com-
petences, the responsibilities they undertake,
their education and job experience, to be fair and
innovative and to consider the individual needs
of our employees.
Gender is not a determinant regarding salaries.
Male and female employees are on the same
compensation scale. The proportions of average
salaries are stated in the following table.
Employee BenefitsBenefits provided to our employees are:
• Private health insurance covering spouse and
children
• Individual Pension Plan with company contribution
• Private life insurance
• Company vehicle depending on the position
• GSM line and mobile phone
• Leave on birthday
• Kindergarten aid for female employees with
children aged 2 to 5
• Employee credit
• Transportation aid for moving between cities
for employment
The distribution of our employees during the reporting period according to their managerial levels and
gender are shown in the following graph.
2009
2 2 3 12 12 13
155 155 182
305 310 349
Female Female Female Male Male Male2010 2011 2009 2010 2011
0
500
1000
1500
950
1483 1456
1652
854937
The distribution of our employees during the reporting period according to their managerial levels
and age groups are shown in the following graph.
731 638 732
205 5 416 13100 0 10 13 13 14 1 1 1 17
445 450493
1684 1656
1793
2009 2009 2010 20112009 2010 20112010 2011<30 50> 50> 50>30-50 30-50 30-50<30 <30
0
500
1000
1500Professionals
Upper Management
Middle Management
Professionals
Middle Management
Upper Management
The proportion of average male employee salary to female employee salary
Full-time 1.07
Part-time 0.97
Upper Managers 1.03
Middle Managers 1.03
Staff 1.06
General 1.09
The employees may design their additional bene-
fit packages every year by choosing according to
their needs from our flexible additional benefit
program called Flex Menu, which provides vari-
ous options from shopping coupons to vacation
package, from interim individual pension fund
payments to healthy life package.
Our employees and their families may produce
fast and easy solutions to their needs in their
private lives with Turkcell Assist, which both our
employees and their families may use for free.
We provide our employees with the opportunity
to invest in their future and apply a mutual cont-
ribution model with our Individual Pension Plan
covering all employees. If our employees stay in
the pension fund for 36 months, they earn the
right to obtain the contribution shares deposited
for them by our company. 56% of our employees
are included in the individual pension plan. Cont-
ribution shares paid for pension payments vary
according to the gross salary of the employee.
We pay contribution shares of 2% or 3% of our
employee’s gross salary according to seniority.
We have no employees subject to a collective
labor agreement at Turkcell. There are also no
unions. However, Turkcell employees are free to
join employee unions. We have no operations
where freedom of association and collective
bargaining may be under risk.
RewardingAt Turkcell we have reward programs to show
our appreciation to our employees, who can
make a difference with their work and present
exemplary behaviors that live up to our values.
612 Turkcell employees have been rewarded
within the context of rewarding mechanisms
we carry out with More Recognition approach,
and the material values they have contributed
to Turkcell reached 236 million USD during the
reporting period. The work and behaviors that
create a difference within the company realized
via ‘I Have a Very Good Idea’ continue to be
rewarded. We collected 868 ideas in 2011 and
shared them with business owners for evalua-
tion.
At Turkcell we have reward programs to
show our appreciation to our employees, who can make a difference
with their work and present exemplary
behaviors that live up to our values
TURKCELL 2011 SUSTAINABILITY REPORT
26
We also have work promoting a culture of recogniti-
on among employees. Our companies may nominate
each other according to the added value they provide
to the company with our ‘This Must Be Rewarded’
application. Nominations are evaluated by the Rewar-
ding Committee, which is comprised of employees
from different departments. The Rewarding Com-
mittee decides based upon criteria such as the Target
Group (Customer, Employee, Stakeholder) affected
by the idea and its effects on Income, Customer
Satisfaction and Corporate Image/Corporate Culture.
Employees deemed eligible for reward are presented
with their award by our upper management in an
award ceremony held every 4 months.
Also, Turkcell managers have motivation budgets
for allowing them to reward their employees
instantly. Our upper level managers may award
special prizes to our employees who display high
performance. There is also a CEO Special Award
in this context.
Turkcell Social Activity GroupThe Turkcell Social Activity Group (TSAG)
organizes various events for our employees
with the slogan ‘entertainment of work’. Trips,
tournaments, kids’ club events, competitions,
parties, surprise daytime treats and special TSAG
events are held every week. The average annual
number of events held by TSAG during the
reporting period was 500 and more than 40,000
people participated in these events, including the
families of our employees.
Our Corporate Sports Teams9 sports branches are represented in corporate
games with corporate sports teams at Turkcell.
About 150 Turkcell member athletes are suppor-
ted in basketball, cycling, bowling, football, car-
ting, ping-pong, sailing and swimming branches.
The common goal of all programs coordinated by
the Employee Participation Programs Unit is to
represent Turkcell in the best way at the tourna-
ments and events in which they participate.
Always seeking the newest and most creative
applications in the above mentioned examples of
rewarding systems, social activities and loyalty
studies, Turkcell measures the effectiveness of
all of its activities regularly.
HEAlTH AND SAfETYWe have procedures regarding employee health
and safety at Turkcell. These procedures are
complied with in order to protect our employees’
wellbeing. An office doctor is present in all of our
offices with more than 50 employees. Our shift
employees are provided with a check-up every 2
years as well as Private Health Insurance.
Employee health and safety is at the top of
Turkcell’s list of priorities. We also expect our
stakeholders with whom we conduct business to
show the same care regarding this issue. Articles
on taking necessary occupational health and sa-
fety measures and providing training are included
in the contracts we sign with our suppliers.
The Occupational Health and Safety Committee
defines the general procedures on maintaining
and improving the health and safety conditions in
the work environment as well as protective clot-
hing and equipment, and ensures the compliance
of all of our employees, including the employees
of subcontractor companies.
Risk groups related to health and safety, are
determined by the mentioned committee accor-
ding to the nature of the work conducted. The
employees in the high-risk group, whose health
reports are obtained and renewed annually, are
27
The social, academic and professional development of
employees, as well as providing them
with information on the issues regarding
our existing or future expectations is among
our prioritiesequipped with protective equipment according to
the nature of their work. Protective equipment
use and on-the-job trainings are provided to
the employees. The employees that have to use
the protective equipment due to the nature of
their work must participate in these trainings.
Trainings are repeated when needed. A certified
work safety expert is assigned to each unit.
While there were no occupational accidents at
Turkcell in 2009, an accident with injury occurred
in 2010. In 2011, two work accidents occurred,
one of which resulted with fatality. Cause
analyses for these accidents were conducted
and maximum measures were taken in order to
prevent reoccurrence of similar incidents.
dEVELOPMENT ANd TRAINING OPPORTUNITIESThe social, academic and professional develop-
ment of employees, as well as providing them with
information on the issues regarding our existing or
future expectations is among our priorities. Invest-
ments made by Turkcell for its employees’ training
and development; bring a committed and highly
qualified employee portfolio to our company.
Turkcell AcademyAs a leading technology company, Turkcell views the
communication of the latest updated content in its
field with the most effective technological solutions
and infrastructures in development programs as a mis-
sion due to changing business conditions and dynamic
structure of the company. We constantly monitor
the performance and potential of all employees in
our ecosystem - primarily Turkcell Group and field
employees - and we develop them in parallel with the
fast changing business environment and corporate
strategies to make them “ready” for competition.
Realizing development solutions under “Custo-
mer,” “Technology” and “Leadership” categories,
Turkcell Akademi reached out to 62,066 people
included in the Turkcell Group ecosystem and
provided 1,419,745 hours of training in total and
23 hours of training per person on average.
Trainings were provided to 573 people with the
ongoing strategic collaboration between İŞKUR
and Turkcell with the vision to develop and recruit
qualified human resources for the sector. 364
people were employed at Turkcell Communication
Centers and our Call Center.
TURKCELL 2011 SUSTAINABILITY REPORT
28
Promoting the sharing of information within the
company and transforming personal information
and experience into corporate information, Turk-
cell Akademi supports the employees to volunteer
as trainers and with more than 700 “Academy
Trainers” and provides the opportunity to share
information. Trainings on approximately 500
topics were provided using internal resources and
provided an annual savings of 1.5 million TL.
Turkcell Academy, leader in Training TechnologiesIn parallel with Turkcell’s leading approach to
technology, we aim to apply the most appropriate
methods for individuals with platforms we develop
as an alternative to classical classroom trainings. As
one of the first companies that offered e-learning
solutions to its employees among the corporations
in Turkey, we continue to provide opportunities for
development to approximately 25,000 employees
with our Turkcell Academy e-learning platform. We
realized 78% of all of our training development
solutions with remote learning systems in 2011.
Therefore, we provided savings of 18 million USD.
Turkcell Academy, the corporate university of
Turkcell Group, supports various academic studies
and projects in various fields such as technology,
innovation, entrepreneurship, brand management,
mobile marketing, customer management, market
research and leadership. This is conducted with
various universities, which are leaders in their fields
in Turkey and the world and provides for coordi-
nation with business units through the “University
– Industry Collaborations” it carries out.
Knowing that the young generation developing
today will shape our country and technology, we
aim to provide a qualified work force to the fast
developing IT sector with the programs developed
in the light of our corporate know-how.
Programs realized with this vision include;
• Turkcell Mobile Communication and Technologies
• Turkcell Technology Software Quality and Test
• Turkcell Superonline Optical Network
• Turkcell Mobile Marketing
• Turkcell Customer Relations Management
• Turkcell Global Bilgi Call Center Services Associate
Degree Programs
• Turkcell Global Bilgi Customer Relations Develop-
ment Programs
• Turkcell Retail and Sales Development Program
Turkcell Academy reached more than 20,000 uni-
versity students in more than 50 universities in 23
cities with “Life with Turkcell” and “If You’re Young,
You’re the Future” event visits and contacted over
5,000 students through 71 university events in 2011
and shared its sector information and applications
with the young students.
The “Technology Leaders Graduate Scholarship
Program” has continued to support the develop-
ment of promising young people in technology
and develop a qualified work force for the sector
since 2007. We provide one-year scholarships to
graduate students under the direction of university
administration and select from successful students
and support their studies in the program with the
valuable contribution of the Informatics Association
of Turkey.
With the aim of providing successful young talent
with the opportunity to begin professional life one
step ahead and in the right direction, we established
Turkcell Academy PAF Program (Stepping into Pro-
fessionalism Formation). We provided internship
opportunity for 195 people in 2010 and 270 people
in 2011 within the Turkcell Group. We employed
72 of these interns in part-time positions and 18 of
them in full-time positions.
Turkcell Academy, which is the strategic develop-
ment center of the Turkcell Group, was awarded
several times in the recent years. (See Page 56,
Our Awards and Accomplishments)
Employee Development By Numbers 2009 2010 2011
Number of trainees 217,468 335,576 511,503
Total training hours 1,095,490 1,026,579 1,405,542
Proportion of internal trainers %86 %81 %81
Number of trainers at Turkcell Academy 500 + 542 710
Proportion of web based trainings %56 %71 %77
Number of training partners 100 + 200 398
Average Training Hours Man / Hrs Man / Hrs Man / Hrs
Staff 57 68 45
Manager 70 76 46
Average 59 69 71
Our Training Performance
2009 2010 2011
1,500,000
1,000,000
500,000
0
Training HoursParticipants
29
1,09
5,49
0
217,
468
335,
576
511,
503
1,02
6,57
9 1,40
5,54
2
For Turkcell, raising awareness among its employees on human
rights and ensuring that they act with
this awareness is an important issue
PERfORMANCE MANAGEMENT Performance and Talent Management at Turkcell
is realized according to our goals for measuring the
performance and potential of our employees through
objective processes. It focuses on providing them
with regular, clear and constructive feedback and pre-
senting them with personalized development/career
opportunities, distinguishing and retaining those who
create a difference. 100% of our full time employees
are included in this process regularly.
The Performance and Talent Management Pro-
cess consisting of the following 4 steps each year
evaluate performance, behaviors and potentials
of Turkcell employees.
1. Identifying Goals
2. Interim Assessment
3. Behavior Model Assessment
4. Performance Assessment and Talent Management
30% of our employees are determined as high
potential employees within the context of our Per-
formance and Talent Management process. Since
these employees have the possibility to be assigned
as top managers in the medium and long term,
they are enrolled in the development programs of
Turkcell Academy for following up their horizontal
career movements and career developments.
HUMAN RIGHTSFor Turkcell, raising awareness among its emp-
loyees on human rights and ensuring that they
act with this awareness is an important issue. A
training manual including our human rights app-
roach was presented to our employees with the
TODIEK (Turkcell Common Values and Ethical
Principles) in 2010.
Our new employees are also informed on the
ethics processes and channels in orientation
trainings. 1,326 employees participated in and
successfully completed these trainings during
the reporting period.
No incidents of discrimination have been reported
in our company until today. However, there are
communication channels in place where our emplo-
yees may report any potential violations. Our ethics
processes will be applied within the framework
of rules and procedures in order to evaluate the
subject in detail, in cases where an incident occurs.
Employees are recruited according to the
provisions of Turkish Republic Labor Law. People
under 18 years of age cannot work at Turkcell;
therefore none of our operations bear significant
risk of child labor.
Freedom of communication is listed among the
basic human rights in the European Convention
on Human Rights and Constitution of Turkish Re-
public. Therefore, the communication activities
carried out by our company are a public service
carried out for fulfilling basic human rights. We
place the importance of this service we provide
at the top level and we continue our work for
providing quality communication.
We participate in the work carried out under the
leadership of BTK (Information Technologies and
Communication Council) for the accurate infor-
ming of the public on health issues. We conduct
briefings with non-governmental organizations,
local authorities and participate in conferences
on this subject. We also participate in meetings
TURKCELL 2011 SUSTAINABILITY REPORT
30
in the ‘Health’ sub-commission of the GSM Asso-
ciation as a member and follow up on the work of
international organizations on this issue.
COMMUNICATION WITH OUR EMPlOYEESThe Employee Relations Management department,
where the main functions of Human Resources are
located, is placed under the Turkcell Business Sup-
port Function. Basic functions such as recruitment,
employee operations and human resources planning
are located under the roof of this department
and which is stemmed from the CRM approach.
The needs of the employees are determined and
solutions are provided through supporting groups
via an internal customer management team, which
maintains close contact with our employees in the
field, and consults and guides the employees at
various points from recruitment to resignation.
Necessary information for effective internal
communications at Turkcell is specified in
Corporate Internal Meetings and Organizations
Procedures, Corporate Internal Announcement
Regulation and Intranet Content Management
Regulations. There are top-down, bottom-up and
horizontal communication channels.
Two types of internal information processes are
carried out at Turkcell:
• The announcements that may directly affect
the work the employees carry out, and
• Informative announcements that do not directly
affect the work employees carry out.
We use our information channels such as e-mail,
Habercell, SMS, Tuesday Market, LCD and Intracell
for all information to be announced at Turkcell.
The previous year is evaluated in functional
group based Communication Meetings held each
year and the goals for the new-year are shared
with the related group. Besides these meetings
held regularly for the last three years, we also
have INFODAY Communication Meetings with
the participation of all Group Companies. An in-
house survey is run at the end of each meeting.
Employee loyalty SurveyAs well as numerous work we carry out with our
investment in people approach, the various internal
communication tools and applications mentioned
above are also used for communicating the value we
attach to our employees and to increase their loyalty
to the company.
Turkcell employees share their feedback on the com-
pany applications and operations through Employee
Loyalty Surveys. After the survey, work groups are
formed on the development areas and they carry out
improvement work.
Our average loyalty rate during the reporting period
according to the results of the employee loyalty
survey is 81%.
Our Communication Channels
We ensure that the right unit delivers information
and business announcements to all Turkcell emplo-
yees via the right instrument and at the right time.
Intracell: This is an intranet portal only open to
Turkcell, where all announcements and publications
about work are located. Intracell is visited 250,000
times monthly on average.
Habercell: This is the weekly electronic magazine
and is distributed to all group companies. All internal
and external news and novelties related to the
company are published in Habercell. Our online
weekly internal communication magazine includes
news about the sector, features about our business
from inside and outside of Turkcell and news about
any subject independent of business. Our online
magazines, where volunteer authors among our emp-
loyees share their columns every week, are visited by
approximately 2,000 different employees throughout
all Turkcell Group Companies every week.
Tuesday Market: A new project, technology-re-
lated subjects are shared each month at our face-
to-face communication platform, Tuesday Market.
Well-known speakers from outside the company are
invited to the programs organized under the name
Tuesday Market Special.
Pikcell: Pikcell is the common video-sharing portal
of all Turkcell Group Companies where all events at
Turkcell, (Quarterly Presentations, Tuesday Market,
Trainings, Social Activities etc.), may be viewed live
or as recordings by all our employees.
LCD Boards: All announcements and launches at
the company, current local and global news, and our
new advertisements reach our employees with the
LCD Boards located in all plazas.
Desktop Alert (Pop up): This application, installed
on the computers of all Turkcell employees, includes
a warning bubble that pops up on the screen of the
message receiver along with directions.
Quarterly Presentations: Turkcell top managers
and management team convene meetings where
our quarterly results are shared with all employees.
While a live broadcast is made to all our plazas
in Turkey from these presentations via Turkcell
Multimedia (Pikcell), online Q/A sessions are also
held with our managers.
31
Turkcell, as a leading technology and
telecommunications company, continues its
work to contribute to the economic growth
of our country and to fulfill its duties in
reducing poverty
OUR SOCIAL INVESTMENTS
Turkcell supports various initiatives from
education to technology, from culture & arts to
sports, which it believes to create value for our
society. Turkcell’s aim behind these supports is
to contribute to the development of qualified
human resources in our country.
Its responsibility for our key stakeholders con-
sisting of shareholders, employees, customers,
dealers, non-governmental organizations,
universities and the media lies at the heart of
Turkcell’s social responsibility approach. We
reflect the expectations of our stakeholders in all
our business processes and also determine the
social projects we support as a result of these
expectations.
OUR EMPlOYMENT APPlICATIONSTurkcell, as a leading technology and telecom-
munications company, continues its work to
contribute to the economic growth of our country
and to fulfill its duties in reducing poverty. Parallel
to the development of retail and call center sec-
tors in Turkey, the need for technology-educated
workforce that is specialized in communication,
marketing, sales and customer-oriented service
increases every day.
We a developed collaboration with the T.R.
Ministry of Labor and Social Security and
İŞKUR General Directorate under the leadership
of Turkcell Academy in order to introduce a
qualified workforce to the sectors and to provide
employment. In this context, we prepared the
“Turkcell Retail Sales Development Program”
and “Customer Relations Development Program”
gathering the human resources power of İŞKUR
throughout Turkey and the academic information
of universities with the corporate know-how
of Turkcell Group and the expertise of Turkcell
Academy. First theoretical classroom trainings
given by Aegean University, Erzurum Atatürk
University and Turkcell Academy and afterwards
applied trainings at Turkcell dealers and web-
based in call centers continue.
Within the context of our strategic collaboration
with İŞKUR since 2010, 2,173 people were provided
with trainings and 474 people were employed at
Turkcell Communication Centers and the Call Center
Global Bilgi Call Center Established as a 100% Turkcell subsidiary in
1999, Global Bilgi Call Center has now become
the leading customer relations management
center with a 45% market share. Turkcell Global
Bilgi employs a total of 9,000 people, 620 of
which are abroad. Our Call Center employees are
employed both part time and full time.
Full time customer representative staffs are
selected among part time staff from successful
people with similar metrics such as performance
and seniority. Type of employment may vary
between full time and part time for customer
representatives. Our specialist and managers are
full time staff.
Turkcell provided 2,000 young people with full
time employment in 2009 in İzmir, Erzurum and
Diyarbakır in addition to İstanbul and added
Anatolian cities including Ankara, Trabzon,
Karaman and Artvin, cities with the highest rate
of unemployment, in 2011. We employ a total of
3,274 young people in these cities.
Turkcell also paid particular attention to emp-
loying disabled people. Turkcell employed 500
disabled people across the group companies. A
majority of our handicapped employees (200 pe-
ople), are working at Turkcell Global Information
Call Centers located throughout Turkey. Out of
100 employees that work in our Turkcell Global
Information Karaman Call Center, 50% are han-
dicapped citizens. Also, within the project we are
conducting with the Ministry of Transportation
we employ 7 people who provide services from
their homes in Diyarbakır, İzmir and İstanbul.
TURKCELL 2011 SUSTAINABILITY REPORT
32
Impact on Regional Economic Growth: Turkcell Global Bilgi Erzurum Call CenterEstablished as one of the greatest technology
investments in the east of Turkey 5 years ago by
Turkcell as part of an “explorer entrepreneur”
approach, the Turkcell Global Bilgi Erzurum Call
Center has made important contributions to the
economic and social development of the region.
Turkcell’s impact on Erzurum’s economy was the
subject of research in the “Turkcell Global Bilgi
Erzurum Call Center: Economic Impact Assess-
ment Study” conducted by the Turkish Economy
Policies Research Foundation in 2011. According
to results Turkcell, which provided an important
source of employment to the city through its 40
million TL investment, played a great role in cre-
ating an economy of 309 million TL in Erzurum
within 5 years by triggering the production and
consumption of the city with a multiplier effect.
leader in female EmploymentCreating a great difference in the economic and
social life of the city through the employment of
over 1,000 people, our private sector investment
provided important contributions, primarily for
women, to participate in the business life. In Er-
zurum, where female employment is low and the
“black economy” is high, it was determined that
the number of women working at the Turkcell
Global Bilgi Call Center reached 46%, and this
job is the first job for 55% of the female emplo-
yees. The results showed that 33% of the emplo-
yees would search for a job in another city if they
weren’t recruited. Considering these results, it
was observed that the call center investment had
an important role in reversing the brain drain so
common in areas such as this.
Increasing the Spending Potential of the CityIt was also observed that Turkcell’s share in the
17.9 million TL total income taxes accrued in
Erzurum is 6% and provided important contribu-
tions to the government budget. Also increasing
the spending potential of the city with the
employment it creates, Turkcell increased the use
of credit cards and accelerated the establishment
of a shopping mall, also acting as a pioneer for
other call centers entering the region afterward.
33
Turkcell, which provided an important source of employment in Erzurum through its 40 million TL investment, played a great role in creating an economy of 309 million TL within 5 years by triggering the production and consumption of the city with a multiplier effect
OUR SOCIAl INClUSION APPlICATIONS Turkcell conducts and supports social responsibility
projects in the areas of education, sports and
employment for the development and future of
youth, the impacts of which are measurable and
also spread over time.
EducationKnowing that a sustainable future depends on a
well-educated younger generation brought up with
environmental and social awareness and high self-
esteem, Turkcell’s corporate responsibility works
are carried out primarily in the context of spreading
education. The goals of empowering the local public
and women are also the focus of our educational
support projects.
SnowdropsThe “Snowdrops” Project, carried out in a collabo-
ration between Turkcell and the Association in Sup-
port of Contemporary Life (CYDD), aims to provide
equal opportunity for girls who cannot continue
their education due to the economic difficulties of
their families, and to turn them into individuals with
professions and wide horizons. In 2000, the Snowd-
rops Project started out by providing educational
scholarships to 5,000 female students showing the
will and determination for education throughout
Turkey. Turkcell extended the project scope in 2007
and raised the number of scholarships provided
each year to 10,000.
Including 2011, within the scope of the project,
approximately:
• ➢27,500 students were provided with Turkcell
scholarships,
• 11,000 Snowdrops graduated from high school,
• 3,500 Snowdrops started college,
➢• 1,250 Snowdrops graduated from college.
The Snowdrops Project creates important value
in our country’s development, not only with its
support for the empowerment of Turkish women,
but also its support to reduce poverty and increase
education.
34
The Snowdrops Project supports the
empowerment of Turkish women and
creates important value in our country’s
economic development
TURKCELL 2011 SUSTAINABILITY REPORT
35
At 2011 World Communication Awards, Snowdrops is nominated as the ‘Best in Social Contribution’ among telecommunications companies of the world
A sententious award from london to The Snowdrops of Turkcell
TURKCELL 2011 SUSTAINABILITY REPORT
36
Bridge of HeartsInitiated in 2008 through a collaboration between
Turkcell and the Ministry of National Educati-
on, Bridge of Hearts Project aims to create the
opportunity for financially disadvantaged children
throughout Turkey to meet with their peers in a
city other than the city they live in, allowing them
to explore the natural and cultural beauties of our
country and participate in events that will contribute
to their social development as well as providing
them with experiences and friendships they will
never forget. 140,000 students have had the chance
to participate in the Bridge of Hearts project, 40,000
of which were during the reporting period.
Turkcell Graduate Scholarship Program Turkcell established the Turkcell Graduate Scholars-
hip Program in 2008 with the aim of introducing a
qualified workforce to the communications/tech-
nology industry, and supporting the development
of promising young people in technology with the
vision to introduce new ideas to the industry. Initi-
ated as a pilot program in a certain number of state
universities, today this program includes graduate
and doctoral students from all over Turkey.
In the program, established in collaboration with
the Turkish Informatics Association, the scholars are
determined by the Turkcell Scholarship Committee’s
assessment of the projects of graduate and doc-
toral students suggested to Turkcell by university
administrations. Turkcell Group Companies develop
joint projects with these young scholars within
their focus areas. With scholarships granted to 70
young people enrolled in graduate and doctoral
140,000 students from all around Turkey, had the chance to participate in the Bridge of Hearts
project
37
programs, coordination of these young people with
Turkcell business units is provided, making available
necessary opportunities for transforming academic
studies to business at the same.
SportsAs Turkcell, we carry out support for both
individual athletes and national sports teams
within the framework of our social responsibi-
lity approach, in order to contribute to Turkish
sports, support the development of young
athletes and carry their success to the future via
sponsorships.
Runners to the futureThe aim of the Runners To The Future project,
carried out by Turkcell in collaboration with the
Directorate General of Sports, is to support the
development of young athletes who will carry
Turkish sports further in Tennis, Swimming, We-
ight Lifting, Athletics, Skiing and for the Visually
Impaired Cycling branches and successfully rep-
resent our country abroad. Supports provided to
athletes include everything from health controls
to material support, camp opportunities to pre-
mium support, and a performance improvement
center to trainer support.
‘Runners To The Future’ supports the athletes
who may act as role models for young athletes
with their success and tenacity. We supported
more than 150 athletes during the reporting
period, including the national athletes in interna-
tional competitions such as Marsel İlhan, Çağla
Büyükakçay, Merve Aydın, Ayşegül Çoban and
Ediz Yıldırımer.
Turkcell extended the scope of the Runners
To The Future project to the national team,
sponsoring 6 branches in collaboration with the
federations in 2011.
TURKCELL 2011 SUSTAINABILITY REPORT
38
Basketball National Teams Main SponsorWe continue the support we provide to our National
Basketball Team who provide courage and inspiration
to young generations with their important achieve-
ments. Our sponsorship began in 2002 as Official
Communication Sponsor and as Main Sponsor in
2006. We extended our support as the Main Sponsor
to our national athletes until 2015 by sponsoring the
FIBA 2010 World Basketball Championship held in
Turkey, where our Basketball National Team achieved
great success, being the 2nd best in the world. We
sent the breaking news and footage from the games
to the mobile phones of Turkcell customers instantly
during the championship with our innovative services.
We built the communication infrastructure needed by
press members from all over the world and provided
all communication via 3G in the sports centers where
the games were played.
football National Teams Main SponsorWe know the value of all successes of the National
Team for our society and their importance for our
country’s international prestige. Therefore, we
continue to support the Turkish National Team. The
National Team Sponsorship of Turkcell, which is the
Main Sponsor of Football National Teams and the
Turkish Football Federation, started in 2002 as the
Official Communication Sponsor. The three-year
Official Communication Sponsorship support was
extended to Main Sponsor of National Teams in
2005. We continued to support our team during the
reporting period.
VOLUNTEERINGEstablished in 2003 by Turkcell employees,
Turkcell Volunteers supported many projects
with only the material and moral contributions of
Turkcell employees. Turkcell Volunteers became a
foundation in 2008 and, since then, they continue
their activities as the Forest of Life Foundation.
Focusing only on children in the recent two
years, including the reporting period, Turkcell
Volunteers realize projects for curious, participa-
tory, environmentalist children who have strong
communication skills and a sense of inquiry.
Within the context of the Turkcell Volunteers
program, the needs of the schools suggested by
our employees or through various channels are
determined with face-to-face interviews and rese-
arch and they are supplied with necessary items.
Turkcell Volunteers have initiated many pro-
jects, which touched the lives of many children,
such as “Would You Share Your Toy?” “Let’s
Warm up the Yukarı Tandır Village,” “My First
Vacation,” “A Book for Each Kid,” “We Give
Life to Şırnak Fatih Elementary School,” “Urfa
Siverek Kapıkaya Elementary School Social
Area Furnishing” and “Curiosity Room.”
Turkcell supports both individual athletes and national sports teams
to contribute to Turkish sports, to enhance the development of young
athletes and to carry their success to the
future via sponsorships
39
Turkcell Volunteers in 2009• We established a Laboratory at Kağıthane
Hasdal Elementary School where they will take
their first steps into science and a Conference
Hall, in which they can present their perfor-
mances.
• At the Urfa Siverek Kapıkaya Elementary Scho-
ol we built a playground, a basketball court, a
football field and presented the students with
gifts of clothing, stationary and toys.
• We started the Curiosity Room Project at Tak-
sim Elementary School and Turkcell volunteers
organized discussions on photographs, space
and discoveries.
Turkcell Volunteers in 2010• We presented 13,000 items of second hand
clothing, books and various stationery
products in good condition, collected in 81
cities with the help of Turkcell Individual Sales
Management and Mass Distribution Centers to
students of 7 schools in 7 cities.
• We carried our Curiosity Room Project that
we started at Taksim Elementary School to
Tepebaşı Plaza and hosted students from areas
with low socio-economic development.
• We developed the Curiosity Library projects
inspired by the Curiosity Room. We built co-
lorful and rich libraries in 24 schools without
libraries in 16 cities for 14,831 students.
• Our employees asked, Would You Share Your
Toy? And we shared 12,000 new or second hand
toys with children who had never had toys in our
sister schools.
Turkcell Volunteers in 2011• We continued the Curiosity Room project we
carried to Tepebaşı Plaza and hosted approxi-
mately 1,000 students from the schools in low
socio-economic neighborhoods.
• We began granting scholarships to 25 successful
students who were unable to continue with their
education in Sister Schools.
• We carried the Curiosity Library project we
started in 2010 to 17,000 students in 20 cities
and 28 schools.
• We furnished the sports hall and playground of
Tokat Harun Yüksel Primary School.
• We built a science laboratory and conference
hall at Gebze Mimar Sinan Primary School.
• We carried the needed materials collected from
our employees and their families three days after
the Van Earthquake to the region with 4 tractor
trailers, we distributed the necessary materials
for shelter to those in need by visiting villages.
• We provided stationery materials and shoes for
cold weather to Akören Elementary School stu-
dents, as well as the toys and clothes collected
from the employees with the slogan, Let’s Warm
up Kars Akören Village.
Curiosity Room
The Curiosity Room project started by Turkcell
Volunteers in 2009 was born from the concept
of Curiosity. In the first stage of the project,
initiated in order to teach children to be
curious and to examine, a Curiosity Room was
installed at Taksim Elementary School.
Turkcell Volunteers held chat sessions once a
week on subjects students are curious about.
In order to provide for healthy execution and
quick development of the project, the Curio-
sity Room was moved to the Turkcell building
in 2010. Thus, children from different schools
and orphanages can visit the Curiosity Room
and more Turkcell Volunteers can participate
in the project.
Fun and interactive presentations are held in
subjects such as Life in Space, Lego World,
Photography, Environment, Social Media,
Discoveries, Our Body, Bees, and Cartoon
Production etc. in the Curiosity Room. 20
students that participate in each session
are selected especially from the elementary
schools in regions of low socio-economic
development.
As well as the work carried out at our Curi-
osity Rooms, we also installed 28 libraries in
different regions in addition to clothing and
stationery supplies.
OUR ECONOMIC PERfORMANCE
42
TURKCELL 2011 SUSTAINABILITY REPORT
OUR ECONOMIC PERfORMANCE
SUSTAINABlE GROWTH
A balanced and sustainable approach to growth
increases value in the new world economy. Subjects
such as quality, development of products and
services according to changing expectations and de-
velopments, speed, efficiency, accurate and correct
use of resources, asset management, responsible
investment, a common quality and value approach
in the supply chain, customer satisfaction, employee
wellbeing and satisfaction rank at the top of the list
of main elements that may ensure the sustainability
of a company.
At Turkcell, we define our approach to sustainable
growth as operational excellence and create our
vision for the future with this approach. We focus
on these areas with an endless desire and continue
our work to create sources for responsible growth.
The Economic Value Created and distributedWe are aware of the path to sustainable growth
with the value we create for our key stakeholders
during or as a result of our activities. Distribution
of the economic value we created for stakeholders
is illustrated in the following graph.
At Turkcell, we define our approach to
sustainable growth as operational excellence
and create our vision for the future with this
approach
80%
12%
7%1%
Economic Value distributed to Our Stakeholders
Government
financial Institutions
Employees
Suppliers
Economic Value Created & distributed Unit 2009 2010 2011 GRI
Economic value generated (Net sales) Million TRY 8,936.4 9,003.6 9,371.4 EC1
Economic Value distributed to Stakeholders
Operating expenses (Cost of Goods Sold excluding amortization and personnel expenses, sales, marketing and general management expenses)
Million TRY -5,321.2 -5,301.1 -5,587.4 EC1
Benefit to governments (tax etc) Million TRY -529.1 -483.6 -495.6 EC1
Benefit to lenders/creditors (interest etc) Million TRY 223.8 264.0 40.0 EC1
Benefit to employees (salaries etc) Million TRY -636.7 -754.2 -856.8 EC1
The numbers in the table are Turkcell Group’s consolidated data.
Contribution to Entrepreneurship
The M.I.T. Enterprise Forum, which has been estab-
lished to develop enterprise under the leadership of
one of the world’s most respected universities, the
Massachusetts Institute of Technology, has been
brought to life in Turkey as the second country in
Europe with the collaboration of Turkcell. Turkcell,
as one of the shareholders in the Global Enterprise
Week celebrated every November in over 100
countries, undertook the main sponsorship of this
year’s Global Enterprise Forum, where this year
over 1,500 entrepreneurs discussed many topics
from ideas to financing. Providing support for the
project, which will achieve added value by investing
in qualified human resources and cutting edge ideas
in Turkey, forms an important part of our social
responsibility vision. In line with a similar vision, we
support good ideas with the “Enterprise Factory”
which we launched with the cooperation of Özyeğin
University and Turkcell. With this cooperation, we
are continuing our support in this field by turning
innovative ideas into sustainable working models
that add value to the community.
43
OUR CUSTOMERSTurkcell aims to increase customer satisfaction and
loyalty with the processes it undertakes and the
projects it conducts. Both organizational structure
and the activities being carried out (customer sa-
tisfaction surveys, product/service and campaigns
etc.) provide for understanding and achievement of
this goal by employees.
We conduct customer satisfaction surveys annually
in order to regularly monitor the satisfaction of our
customers with our products and services and to
improve our company. We apply the surveys carried
out by specialists and competent research companies
through sampling for our customers and take the
necessary actions as a result of the related analyses.
In addition, we also follow a monthly index calculated
by subtracting the rate of our customers who would
not advice Turkcell to their friends from the rate of
those who would, through the Net Promoter Score.
Individual Sales Management in Customer SatisfactionThe Individual Sales Management teams also have
important responsibilities for customer satisfaction
in products and services provided to our customers
via face-to-face communication channels. Providing
channel management and inspection for the pre-
sentation of products and services that reach our
customers at the same standards and quality at all
points is among the duties of these teams. All busi-
ness processes managed at Turkcell Sales Functions
were re-organized considering the improvement
suggestions in 2010.
Customer Complaint ManagementAs the leading communications technology company
in Turkey, Turkcell undertakes to solve the customer
complaints in a clear, transparent, quick, reliable and
customer-oriented manner. We provide consistency
between Turkcell solution channels and manage
the complaints in accordance with our approach to
provide quality products and services. The related
units review each complaint in an objective, rigorous
and careful manner and present their suggestions
for solution. The Management Process of Turkcell
Customer Complaints and the Turkcell Customer
Satisfaction Policy are included on our website.
Our customers may send their complaints to Turkcell
via call center, video call center, website, mail, fax and
social media applications. Our customers may also
send their complaints to our company via independent
complaint websites or legal authorities. Complaints
sent to independent complaint websites are followed
simultaneously by the customer solution center
and solutions are suggested accordingly. Corporate
customers may also send their complaints via Sales
Managers. A follow-up number is assigned to the
complaints coming from the call center and website
after the complaint is sent and this number is provided
to the customers. Our customers may monitor the
progress of their complaint via the call center with
this complaint number. 80% of the complaints are
resolved within 24 hours. Also, our customers are in-
formed via SMS of the status of their complaint within
at least 24 hours. When detailed review is necessary
according to the type and subject of complaint, subs-
cription documents and other related information and
documents are reviewed by units such as commercial
units, finance and legal units and the problem is solved
and then the customer is informed.
7th Sense Customer Estimation CenterThe aim of 7th Sense Customer Estimation Center
established in 2010 is to get our customers and emp-
loyees together and to determine what our customers
don’t tell us as well as what they do tell us. Think alo-
ud and eye-tracking methods are used in the center.
Eye tracking detects what our customers are looking
at. The points where our customer has difficulties in
product and service use, and the elements that attract
their attention in advertisements are detected using
this method. In the think aloud method, customers are
given some tasks related to some products and servi-
ces and they are asked to articulate their experiences
while fulfilling these. During the think aloud process,
the device they use records customers’ behaviors
and statements. We also plan to use neurological
measurement tools in the future.
Zero Tolerance Approach Regarding Information Security
All personal information belonging to Turkcell subscribers is recorded and secured in accordan-ce with the laws and regulations of the Republic of Turkey. The related units regularly review ac-cess authorities to critical information within the company and authority updates are carried out with care. The related departments do the legally required storage of records of the operations carried out at Turkcell (agreements, reports etc.), taking necessary physical and rational security measures.
In our company, which has held the ISO 27001 certificate since 2008, we provide classroom training and information via electronic environ-ments (e-learning, mobile learning, LCD panel and HaberCell information etc.) in recruitment orientation in order to support the training and awareness level of our employees concerning information security issues.
We have communicated the Zero Tolerance in Information Security approach to our emp-loyees via various in-house channels within the context of Information Security Training and Awareness studies in 2010-2011. The important facts about the security of personal information of our customers are stated on the Turkcell Corporate website.
All personal information belonging to Turkcell subscribers is saved and secured in accordance with the laws and regulations of the Republic of Turkey
44 Competence in ServiceThe Competence in Service era started at
Turkcell Communication Centers (TCC) during
the reporting period. Investments of 125 Million
TL were made in the renewal of approximately
1,000 TCCs and they were transformed to
expert communication technologies stores in
order to make our customers’ lives easier.
In 2010, it was decided to carry the Turkcell
Extra service given from 400 points within the
context of the TCC project to 1,000 points and a
training program, including classroom, on-the-
job and remote learning that lasted about one
month to 1,245 new employees. In addition to
classroom trainings, a total training of 302,111
man/hours was provided to TCC employees
in 2011 using remote access systems such as
e-learning and virtual classroom trainings.
Innovations that create added value in service
quality such as the phone book backup device
and fast charging machines provided only by
Turkcell among the operators in Turkey were
implemented at TCCs, where 7,000 competent
employees work according to a service and
experience oriented approach.
In order to provide standardization of product
availability, supply facility and merchandising
application at Turkcell Sales Points (TSP)
throughout Turkey, the number of Turkcell
Distribution Centers (TDC) increased to 48 and
the number of Turkcell Sales Points increased to
approximately 16,000 as of the end of 2011 and
improvements were made.
We serve our pre-paid customers from over
92,000 points such as digital channels, ATM,
POS, kiosk, call center, Internet, WAP, retail
chains, SMS, digital televisions and serve all
our other customers at 25,084 points such as
www.turkcell.com.tr, providing the conveni-
ence of depositing TL at any time to any line,
Turkcell kiosks, 3rd party call centers, Internet
branches of contracted banks, ATMs and call
centers.
Turkcell Mobile TrainingWith this platform that our corporate cus-
tomers may use over the Internet without
the need for infrastructure investment, the
corporations can;
• Prepare trainings, exams or surveys consisting
of video, photo and sound files they gather,
• Choose one of the package trainings on the
platform and register their employees,
• Follow their training status any time.
All companies with mobile employees, which
have a dealer network or an ever-changing pro-
duct and service portfolio may benefit from this
service to increase their efficiency and to gain
an advantage on the competition through their
employees with updated information. More
efficient improvements may be provided via
collaboration with companies in the education
sector on the Mobile Training platform.
TURKCELL 2011 SUSTAINABILITY REPORT
In addition to classroom trainings,
a total training of 302,111 man/hours is provided to TCC employees in 2011
using remote access systems such as
e-learning, virtual classroom trainings
45
OUR BUSINESS PARTNERS
Turkcell Partner Program The Turkcell Partner Program is an important
instrument that will provide for focusing mobile
business ideas and projects on clearly specified
goals and for reaching the wider public. The
program, which is a well-established and effecti-
ve business ecosystem of Turkey with hundreds
of business partners, integrates the companies
with partnership potential into the ecosystem
by establishing special business models for
business areas with development programs while
contributing to the development of our business
partners with support programs.
Value Added Services (VAS) started to produce
outcomes approximately 10 years ago in the
individual services (B2C) main category. Today,
their business capacity is much broader, including
corporate services (B2B) and operator services
(B2O) segments as well as vertical business fi-
elds such as Mobile Payment, Mobile Marketing,
Mobile Health and Mobile Information.
The Turkcell Partner Portal serves not only those
who have established or desire to establish busi-
nesses, but also individuals with an idea and who
desire to specialize in the sector. The visitors
can follow the innovations in technology thanks
to often-updated rich content and also develop
software using Turkcell Wiki and Turkcell Inter-
net service (API).
New trends in all these business areas and new
Turkcell abilities are shared with our partners
within the context of the Turkcell Partner
Program. Therefore, it is designed to establish
applications that will quickly react to the chan-
ging world and market conditions and create a
difference.
Turkcell Partner Portal – turkcellpartner.comThe meeting point of everyone who has a busi-
ness idea and project and who wants to conduct
business with Turkcell, Turkcellpartner.com, is
the first address where prospective business
partners are recorded. It is also an important pro-
motion channel for the companies accepted as
business partners. Our customers who would like
to explore the value added products and services
of Turkcell in different business areas are able to
reach Turkcell’s business partners via the portal.
Our Business Partners are able to communicate
their success stories related to their products and
services directly via the Turkcell Partner Blog.
Our private blog for Turkcell Business Partners
contains articles on entrepreneurship and
innovation, the latest news from the sector and
our business partners, and the latest advances in
technology.
The Turkcell Partner Program Most Successful
Product and Service Awards is one of the major
benefits of the program for promotion and
motivation of our business partners. The awards
are awarded in different categories in order to
support the developments in the sector, deter-
mining and awarding the best business partners
every year.
Our Turkcell Partner Satisfaction Assessment
Survey is online at our website. The result of
the satisfaction survey that covers all of our
Business Partners in 2011 was 4.1 over 5.
TelemetryCompanies and users are able to remotely
access and intervene in their field information
with a technology called telemetry. For examp-
le, in areas like agriculture and breeding, mobile
communication contributes to the cultivation of
healthier products and offers the opportunity
for more efficient and environmentally sensitive
applications. Necessary measures may be taken
by foreseeing the changes that occur in the
agriculture industry and greenhouse conditi-
ons. Thus, thousands of tons of product are
saved and important amount of revenue loss is
prevented.
Turkcell Business Partnership Ecosystem
Always on the run for innovation, believing in
change and diversity and valuing people, Turkcell
is a company growing with its own ecosystem.
The focus of this ecosystem is new ideas,
innovation, business partners and entrepreneurs.
Training programs, seminars and various events
are organized for developing this ecosystem. The
material benefits of these development works
that have been initiated, especially with the iPho-
ne, have reached a notable level. The lives of our
customers are enriched with colorful applications
while the competence of our software developers
increases through these works.
Software developer companies are always regar-
ded as potential business partners in the Turkcell
Business Partnership Ecosystem. Turkcell worked
with the leading Non-Governmental Organiza-
tions of the software and IT sector such as the
Software Industrialists’ Association (YASAD),
Informatics Industry Association (TUBISAD), Mo-
bile Service Provider Businessmen’s Association
(MOBILSAD) and Association of the Information
and Software Work Owners (BIYESAM) at
Turkcell Meets Software Developers event held in
2010. At these events, where intensive professio-
nal network relations are established and new op-
portunities for collaboration may be nurtured, the
member software companies have shared their
vision concerning the Turkcell Business Partners-
hip Ecosystem and Turkcell value added services.
While more than 120 companies participated in
the event, the BTK (Information Technologies and
Communication Council) Chairman participated
via videoconference and showed their considera-
tion and support on the subject.
Software developers are provided with the
opportunity to commercialize their ideas as well
as training and consultancy with the software de-
velopers support events held in order to develop
new mobile applications and services.
46Similarly, we help the health sector by increasing
the efficiency of entities and planned use of our
country’s equity in areas such as temperature-
moisture control of vaccine storage, automation
and central management of system rooms and
remote management of electricity, water and
gas counters with telemetry projects. Business
partners are primarily requested to develop shelf
products packaged for certain needs in the area
of telemetry.
Detailed information on the Turkcell services
used frequently by our Business Partners in pro-
duct development can be found on the Turkcell
wiki page.
http://lab.turkcellpartner.com/wiki/dashboard.action
OUR SOlUTION PARTNERSTurkcell aims to build long-term collaboration
with all its business partners in direction of
mutual gain and development principles. In
addition to this, it aims to communicate the
latest updated content in its field with the most
effective technological solutions and infrastruc-
tures in development programs due to changing
business conditions. Increasing corporate
performance and achieving customer satisfaction
can only be possible with effective management
of our business partners and development of the
training sector.
Strategic collaborations established with domestic
and international educational organizations, con-
sulting companies, universities, non-governmental
organizations and public institutions for this
purpose are very important. Turkcell is the only
GSM operator to participate in the Business
Partners Program of IMD (International Institute
of Management Development) from Turkey. Our
company has the ability to follow the latest deve-
lopments in the telecommunications sector thanks
to the Gartner system, which provides for access
to market research and analyses.
Turkcell is also a corporate business partner
of the Corporate University Exchange, one of
the leading corporations providing consultancy
services for universities in the US, and Harvard
Business School Publishing, with the rich content
and leading solutions it provides.
The other new solutions, new technologies and
details of the collaborative programs we have
developed for this purpose are located on our
corporate website.
Relations with the Software World
The demand for mobile applications is increasing globally with the spread of smart phones. A rich mobile application world suitable for various ne-eds and lifestyles has begun to take over our lives. While it gets easier to develop applications that run on various operation systems such as Java, Symbian, Windows Mobile, iPhone and Android, the number of software developers interested in this field and the diversity of these open sources increases day by day. Especially the mobile Internet speed that increased with 3G will pave the way for these applications and accelerate the development of this market. Turkcell plans its in-vestments in accordance with the importance and potential of this area. Using the existing sources located in the Turkcell ecosystem in application development is among these plans.
Applications Contest
An Applications Contest was developed in order to increase the number of mobile applications de-veloped in Turkey, introduce new players to the Turkcell ecosystem and encourage entreprene-urship. Colorful and creative ideas are submitted to the Applications Contest, the most compre-hensive mobile application contest in Turkey. Talented entrepreneurs who win the contest are awarded the opportunity to share their applica-tions with millions via the Turkcell Applications Platform as well as monetary awards.
TURKCELL 2011 SUSTAINABILITY REPORT
Turkcell aims to build long-term
collaboration with all its business partners
in direction of mutual gain and development
principles
47
OUR SUPPlIERSAs well as always providing the best quality service
in accordance with ever-developing and changing
global conditions, Turkcell also plans and continues
its activities within the framework of social respon-
sibility and respect for customer, supplier and emp-
loyee rights. According to our mutual responsibility
strategy, we expect our suppliers to act according
to the same awareness by developing their own
social and ecological environment and being aware
of their responsibilities.
Suppliers who hold quality management and
information security management certificates
and work with a responsible approach which
displays environmental sensitivity are selected
by accepting proposals under equal conditions
and/or through a tender method considering the
technical and commercial criteria.
Our suppliers are also evaluated under the follo-
wing categories according to the related business
fields during selection:
• Quality and information security management
• Environmental and ecological compliance
• Social responsibility performance
Turkcell constantly monitors and evaluates the
performance of the suppliers it accepts as busi-
ness partners. Turkcell when needed supports
development of the company.
Responsible Business Conduct of Our SuppliersIt is important that Turkcell suppliers comply with
Turkcell Ethics Principles. The “Ethical Rules and
Legal Obligations” are detailed in the Framework
Agreement as well as the Turkcell Ethics Principles
Guide. Turkcell also expects its suppliers to respect
the rights of their own employees. Working hours
within legal limits, prevention of discrimination
among employees, and presenting a healthy and
secure work environment to employees is among
the articles of our contracts. Also, the companies
we work with must be able to prove that they fully
comply with all legal regulations on environmen-
tal protection in all activities according to their
business fields.
OUR TECHNOLOGICAL INVESTMENTS AND SOlUTIONSTurkcell aims to make the lives of its customers easier
with the products and services it presents and to inc-
rease the quality of the communication service with
economical and simple solutions. The most important
focus point for sustainability of the Turkcell brand
in the sector is to increase the quality of service it
provides with new technologies. Also, providing our
customers with the opportunity to make better use
of their time and conduct their business in a shorter
time by benefiting from the new technologies is
among the primary missions of the company. The
development and presentation of new technolo-
gies, which are among the core activities directed
towards sustainability for Turkcell, shall continue in
the future as during the reporting period
We Connected a 3G Base Station to the Network via SatelliteWe connected a 3G base station to the network via
satellite using the 3G services over satellite con-
nection, which is a first in the world among 2G/3G
operators and iDirect VSAT systems. We introduced
the 3G speeds we tried in population areas with our
customers everywhere in the country, including areas
where infrastructure companies cannot serve and
microwave communication is impossible, such as rural
areas, during difficult weather conditions, natural
disasters, carnivals and festivals.
We Reached 42 Mbps with 3GWe reached 42.2 Mbps speed with 3G using Dual
Carrier Technology and we’ve been one of the
first 10 operators to apply this technology. We
duplicated our customers’ Internet access speed
with the new Turkcell 3G VINN and introduced an
unmatched Internet speed.
We Duplicated Our Speed in 2GWe tested the EEDGE (Evolved EDGE) technology,
which is among the latest technological advance-
ments in mobile communications, successfully on our
network, ranking among the first in the world to do
so. We have enhanced our leadership in technology
with this step in EEDGE while providing the fastest,
top quality mobile communication with 3G.
Ethical Rules and legal Obligations for Turkcell SuppliersThe supplier companies are obliged to follow and comply
with all related legislation in effect while fulfilling its ob-
ligations and ensure that it works in accordance with the
Labor Law and the related legislation. In this context, the
following topics should be considered and implemented
in business principles by the supplier companies.
forced labor: The employees of the supplier must not
be forced to work in any way. This requirement also
covers forced labor in prison, labor in return for a debt
with a high interest or other forms.
Child labor: The supplier should not employ children.
Unless the local laws state a higher age restriction,
no one under 15 years of age (in the context stated in
International Labor Organization (“ILO”) Nr: 138) and
who has not completed their basic education may be
employed. Employees under 18 years of age shall not be
employed in jobs that pose hazards and on night shifts in
order to fulfill their educational needs.
Harassment: Employees of the supplier must not be
exposed to physical punishment or physical, sexual,
psychological or oral harassment or abuse.
Bribery: The supplier cannot offer a bribe to any Turkcell
Group employee under any name or condition.
Compensation: Wages of the supplier’s employees must
be equal to or more than the minimum wage stated in
the laws and regulations in effect, including salary and
overtime payments.
Nondiscrimination: The supplier must act towards all
employees according to their talents and qualifications
without discrimination based on race, ethnicity, langu-
age, religion, sexual orientation, gender, and political or
ideological opinions in all of its decisions on employment,
including but not limited to recruitment, promotion,
compensation, benefits, training, mandatory resignation
and termination of employment.
Health and Safety: The supplier must provide a healthy
and safe work environment to its employees in order
to prevent accidents and injuries and also healthy and
safe facilities in accordance with local laws in effect in
applicable situations. Therefore, the supplier must take
actions to mitigate the potential risks that may pose
threats to employee safety and establish systematic
actions that ensure employee health and safety in accor-
dance with the related standards and laws. Environment:
The supplier must be able to prove that it fully complies
with all legal regulations on environmental protection in
all its activities.
48
We Crossed the Seas
We realized one of the longest cross-sea appli-
cations (85 km and 95 km) with our Radio Link
connection together with Superonline in order to
provide alternative transmission to the TRNC-Turkey
fiber line. We provided a top quality continuous
communication opportunity to our customers in
North Cyprus.
We Expanded Our Operation Centers
We invested 15 Million USD in Van, Gaziantep and
Hatay in order to spread quality mobile communica-
tion service throughout our country and contribute
to the economic life and employment in Turkey,
introducing new generation power stations with a
total of 5.2 million subscribers. The number of our
operation centers increased to 36 with these cities.
University – Industry Collaboration
In today’s world, where the pace of change is acce-
lerating in all fields, the educated societies that are
able to produce technology and who have more in-
formation could lay the foundation of development.
As a leader in technology, Turkcell attaches special
importance to university – industry collaboration
in order to Develop Qualified Human Resources for
the Sector, especially in innovation and entrepre-
neurship. Turkcell is involved in increasing mutual
interaction with universities and adds value to
its business through this strategy as a part of its
mission. We continue to support various domestic
and international academic studies and realize joint
projects and events with universities through our
university – industry collaboration, which we carry
out under Turkcell Academy, the corporate training
institute of Turkcell.
University Certificate Programs
Turkcell believes that the young students in our
universities who represent the new century will
shape our country and the technology. The Turkcell
Mobile Communication and Technology Develop-
ment Program prepared for this purpose aims to
share Turkcell’s information and technology with
university students and to introduce a qualified work
force to the fast-developing IT sector. Both programs
realized with the valuable support of our academi-
cians aim to provide the professional information
and skills that will be fundamental in the careers of
university students and to prepare them for business
life after graduation.
Mobile Applications
Turkcell invests in the platforms enhancing user ex-
perience and increase notice ability of the products
and services. Turkcell T-Market provides for paid
and free application downloads by users via mobile
phone with over 4,500 applications and over 1,000
compatible mobile phones. Over 4 million individual
users of Turkcell T-Market, from which one applicati-
We forwarded the location Information to 112 in Emergency Calls We have ensured that emergency services
obtain the information on location where the
call is made to 112 Emergency Aid Center for
Ankara, Antalya and Isparta for the first time
in Turkey with the improvements made to our
network. As Turkcell, we are ready for other
cities as well and we continue to work in
cooperation with the Ministry of Health.
We Opened our Network Infrastructure for the use of Earthquake Information ProjectWe signed a collaboration agreement for
the common work to be carried out with
Bosphorus University Kandilli Observatory
and the Earthquake Research Institute under
the name Earthquake Information System
Project. We opened our base stations and
network infrastructure to scientific projects in
order to support the institutions in search for
a solution related to earthquake danger, which
is an important priority for our country.
We Provided Continuous Communication after the Van EarthquakeWe worked 24/7 for continuous communication,
with our 230 stations, our operation center, which
is the only one in the region, and with our staff of
200. We provided network support to 11 mobile
stations. We provided continuous communication
despite electricity blackout and quadrupled traffic.
We provided 100 minutes, 100 SMS and 100 MB
Internet service to our customers in Van, Bitlis and
Siirt for 1 month free of charge. We reopened the
lines of 16,000 customers whose lines were can-
celled. 6,908 people could send SMS for help to
112 and 3,198 could send a help SMS to 155. We
called 65 customers who faced emergency situati-
ons. We reached 57 customers and found out that
44 of our customers were in good condition.
TURKCELL 2011 SUSTAINABILITY REPORT
WE MAdE A SIGNIFICANT dIFFERENCE IN dISASTER RECOVERY COMMUNICATIONS
49
on is downloaded per second, downloaded 35 million
applications in 2011. The number of downloads for
25 applications such as Turkcell Branded Compass,
Music, Goals in Pocket, MobilTV and Road Informati-
on has surpassed 9 million.
The Recommendation Engine, which obtains the
profile and service use information of subscribers to
determine their fields of interest, the Social Media
Platform, which provides for direct access to desired
service/content and ensures participation in mobile
social sharing applications from Turkcell and exter-
nally, and the POI Exchange Server that provides the
opportunity for location notifications are some of
the applications we established during the reporting
period while ensuring their compatibility with other
services.
Turkcell Technology
Turkcell Technology is one of Turkey’s leading R&D
and innovation companies, established in order to
develop competitive products and services in tech-
nology, information and communication technologies
fields. Developing services and products in network
services and providers, SIM card and terminal solu-
tions, mobile Internet, mobile marketing, multimedia
applications, business intelligence solutions and
business support systems fields; Turkcell Technology
employs 360 qualified engineers.
Attaching great importance to the involvement
of employees in the innovation process, Turkcell
Technology established an online platform within the
company for casting and maturing ideas and launc-
hed it with the name, Think. This platform, where the
ideas and the opinions of other employees on these
ideas may be entered and rated, and collaboration
proposals may be sent, creates a highly efficient
environment for building a network and harnessing
its potential.
The innovation process, i.e. the chain from idea to
economic value, is completed by designing the ideas
that have been developed in this environment as
projects and presenting them in Project Markets held
monthly along with the realization of projects found
appropriate upon assessment. Our customer is our
focus all through the innovation process. Continu-
ous improvement of prototypes and final products
according to customer experience forms the most
important part of the innovation process.
Turkcell Technology also creates value for other
operators by providing international expansion of
products and services that create a difference for
Turkcell and group companies. Continuing its success-
ful technology and software export activities to the
Commonwealth of Independent States (CIS), Russia,
the Middle East, Africa and Europe, Turkcell Techno-
logy has set its sights on becoming a world brand.
Intellectual Rights and Patent Applications
Turkcell Technology manages the patent application
process with well-specified steps. Patent application
rights and support are provided to each employee.
The patent application owner, manager and consul-
tant gather in workshops held twice a month and fill
out the Invention Notification Form together.
The number of patent applications is an important
performance criterion for many engineers working
at Turkcell Technology and is reflected in the
year-end performance assessments. Inventors are
also awarded for each patent application. Turkcell
Technology’s goal is to be an innovation and R&D
company, which attracts attention in global
competitions, as its number of patent applications is
increasing each year.
With 10 patent applications in 2008 and 21 in
2009, Turkcell Technology’s number of national and
international patent applications reached 74 at the
end of 2010 and 148 at the end of 2011. The number
of national applications made by Turkcell Technology
by the end of the reporting period was 126 in total
and number of international applications was 22.
According to the latest report (2009) published by
the Turkish Patent Institute (TPE), 53% of all patent
applications made in the related field in Turkey
belong to Turkcell Technology.
R&d ProgramsThere are several R&D programs carried out nationally
and internationally at Turkcell Technology. The common
point of these programs is to create a collaborative
environment and to produce information and technolo-
gies that will provide competitive power to nations and
companies.
There are several programs established by the European
Union in this vein. The 7. Framework Program and
EUREKA are outstanding platforms for our sector.
Participation in these programs is very important for
companies, which aim to maintain competitive and be
informed about future trends while shaping the future.
These programs provide the opportunity to work with
companies, universities, politicians and scientists.
With high information and technological competence,
they also provide donation support and increase R&D
investment opportunities.
Turkcell Technology conducts joint projects with the
leading R&D and technology companies of Europe and
Turkey. Inviting local business partners to join projects
and supporting their participation, Turkcell Technology
is a member of NESSI (Networked European Software &
Services Initiative) Technology Platform.
Applied Research ProjectsCarrying out medium and long term research projects
with universities, establishing common laboratories or
engaging in the common use of existing laboratories is
important for effectiveness of R&D resource manage-
ment. Updating and developing university curriculums
according to private sector needs and collaborating
with the private sector during determination of student
theses brings important benefits to all stakeholders.
Turkcell Technology works with well-known national
and international universities, especially in Applied
Research and EU projects. Scholarships are granted to
post-graduate and doctoral students and these students
are encouraged to build their theses at Turkcell Tech-
nology under the consultancy of instructors. Research
project ideas from universities are evaluated and a joint
project development target is set for ideas in compliance
with our strategic focus areas. Turkcell Technology emp-
loyees participate in the classes and explain the existing
applications, playing a role in the preparation of lecture
content in order to contribute to university curriculums.
OUR ENVIRONMENTAL PERfORMANCE
TURKCELL 2011 SUSTAINABILITY REPORT
OUR ENVIRONMENTAL PERFORMANCE
As Turkcell, fulfilling our environmental responsi-
bilities is also among our business priorities. As in
technology, Turkcell evaluates its environmental
impacts and responsibilities with the goal of raising
environmental awareness and managing its operati-
ons according to these priorities.
Our Environment Policy • We value the environment, because we value
future generations.
• We adopt, support and apply environmental
policies with social responsibility awareness.
• We play a leading role in increasing environmental
awareness in the society together with our emplo-
yees, dealers, business partners and suppliers.
• We take care to use all our resources economically
in our internal company operations.
• We invest in sustainable environmental applicati-
ons and alternative energy sources.
We use our technological competences to add
value to the environment and our customers’ lives
with innovative products and services.
Our Environmental InvestmentsTurkcell shapes its entire work around its environ-
ment policy. Taking care that most of the materials
used during operations and daily activities are
recycled, Turkcell plans its investments according to
this framework.
We made investments of more than 530 million TL
during the reporting period in order to manage our
environmental impacts more efficiently, including
environmental infrastructure and renewable energy
investments.
ENERGY AND ClIMATE CHANGE
Turkcell knows that its responsibility towards
the environment starts with reducing the energy
consumed during business processes. Continuing to
invest in alternative energy within this framework,
Turkcell also continues to develop innovations
in order to reduce energy consumption using the
latest technologies.
Energy Savings at Turkcell158 free cooling systems were installed in our
stations for testing as of the second half of 2007.
The main function of the Free Cooling System is to
discharge the hot air in a container instead of coo-
ling it with an air conditioner and releasing the cold
air outside. While the cold air is taken inside the
container with a fan, the hot air inside is discharged
outside from the vent located near the container ce-
iling through internal pressure. It was observed that
an average of 10% in energy savings was provided
in this manner and installation of these systems
continued during the reporting period.
New equipment supplied for Turkcell base stations
has the ability to help the existing equipment to
work at an ideal temperature and provide savings
from the energy used for cooling.
Fan cooling is carried out in our stations in addition
to air conditioning and Passive Cooling is carried
out in some of the stations. Whereas fans are used
in addition to air conditioning in stations with app-
ropriate weather conditions, the air conditioning is
engaged when the fans are insufficient. Therefore,
the energy to be consumed by the air conditioning
due to unnecessary use is saved.
The number of Free Cooling installed base stations
as of 2011 is 6,230. Each of our base stations
started to consume 3.1 kWh of energy with the 3G
systems joining the network. CO2 savings of 11,480
tons was achieved in 2011 with these new systems.
The number of stations where these systems
will be installed at the end of 2012 is planned to
be 7,750 and approximately 14,280 tons of CO2
savings is planned with these applications as of
2012 end.
As in technology, Turkcell evaluates its
environmental impacts and responsibilities
with the goal of raising environmental
awareness and managing its
operations according to these priorities
52
The use of inverter air conditioning units,
which consume less energy, was also started
in this reporting period with the purpose of
saving energy. Inverter air conditioning units
were used in a total of 8,530 fields as of the
end of 2011. Annual savings of 18,530,000
kWh of electricity and 12,573 tons of CO2 were
provided with this application.
17,500,000 kWh of energy savings were pro-
vided with the BTS Power Saving application
used during the reporting period, which pro-
vides for power consumption of GSM cabinets
at the necessary level, adjusts system power
according to traffic on the cabinet and prevents
unnecessary power consumption.
The efforts on energy savings continued in
2011 as well. The number of base stations with
more energy efficient power supplies, providing
7% more energy savings, reached 2,308 as of
2011 end.
We reduced our building interior fuel consump-
tion, which was 355,166 liters in 2009 by 17%
in 2010 with various savings applications. An
increase of 19% in 2011 was due to the enga-
gement of the Zonguldak, Kayseri, Levent-Sur
Yapı and Bayrampaşa buildings. Natural gas,
water and electricity consumption increased
with the addition of our new offices. We intend
to decrease our resource consumption, which
has increased due to these new investments,
through measurement, evaluation and impro-
vement work.
Renewable Energy at TurkcellTurkcell, which is able to reach areas where it is
impossible to access energy sources with sta-
tions using renewable energy, has 25 stations
working with wind and solar energy and also
reducing CO2 emissions throughout Turkey.
Turkcell will continue to build alternative
energy systems with the goal to minimize
carbon emissions. We made a total investment
of 1,262,844 TL during the reporting period
for alternative energy systems for 16 fields,
construction of 2 new fields and improvement
work to increase the performance of existing
fields in 2011.
2011
Our Electricity Consumption (1,000 kWh)
2009 2010
100,000
0
200,000
300,000
400,000
500,000
Our Performance on Use of Natural Resources
100,000
2009 2010 20110
200,000
300,000
400,000
500,000
Water (m3) fuel Oil (lt.) Naturalgas (m3)
53
GreencellOur project of using wind turbines in GSM towers
(Greencell), the development and field testing
work of which were completed in 2009 in order to
realize a first in the world in its own area, was app-
lied to 181 base stations (communication units) as
of 2011. These stations, working by combining the
network and wind energy - the first applications in
the world in this area - were constructed with the
know-how of engineers working for Turkcell.
Wind turbines were built in parallel with the net-
work, especially in locations where the wind capa-
city is high, with the Greencell project. 4 to 16% of
the energy needs of a station are supplied through
wind energy according to the wind conditions of
the region within the context of the project.
We made investments of approximately 2,421,604
TL for 181 fields in the context of the Greencell
Project, and we provided energy savings of
738,000 kWh. As a result, CO2 emissions were
reduced by 500 tons.
358,
761
378,
121
431,
843
453,
994
315,
000
247,
000
352,
198
294,
385
49,0
00
81,7
39
355,
166
52,0
00
54
Alternative Energy Systems Electrical energy of 1,400,000 kWh is produced
and CO2 emissions are reduced by 950 tons by the
alternative energy sources in the Turkcell ecosystem
annually. 25 OFF_GRID (off the national energy
distribution network) and 181 ON _GRID (on the
national energy distribution network) fields joined
the Turkcell network during the reporting period with
the investments made in alternative energy sources.
Energy Savings with the New TechnologyWe started to use higher capacity advanced cabinets
and units that provide for less energy consumption
in our network in 2010. Thanks to a new generation
feature, integration of which to all our network is
completed, power consumption of some network
equipment’s that are idle in low-traffic hours were
reduced and we provided energy savings in 4-5%
and reduced CO2 emission by 8,800 tons.
We initiated remote access to 300 fields by installing
USMS (Unified Site Management System) infrastruc-
ture; therefore we provided fuel saving by reducing
the need for transport and reduction in emissions
arising from transport. Thanks to the same infrastruc-
ture, we saved the energy used in air conditioners and
emissions arising from the air conditioning gas with
remote control of the fan ventilation system.
We started using RPMO-Real-time Performance
and Measurement Operation features for promoting
Network Optimization tools to reduce field test
needs and therefore we reduced exhaust emissions
as well as fuel consumption.
Fuel Consumption / Our VehiclesFuel consumptions of the Turkcell sales and service
team vehicles are stated in the table below. The fuel
consumption recorded a balanced increase compared
to the previous year due to increase in number of
vehicles.
INSTAllATION AND INSPECTION Of BASE STATIONS
Turkcell provides electronic communication
services in Turkey according to the Concessi-
on Agreement it signed with the Information
Technologies and Communication Council (BTK).
Electronic communication devices, also called
base stations, are constructed on the locations
deemed technically appropriate and necessary
for providing this service. Our company obtains a
construction permit from BTK for each electronic
communication device constructed and the audit
operations are carried out after the devices
become active by BTK.
The right and freedom of communication is guaran-
teed under Article 22 of the T.R. Constitution. Mo-
bile communication service is a public service. Base
stations that have to be constructed for physical
provision of service are a part of the public service.
Turkcell base stations are constructed taking the
maximum care for natural texture and urban or
rural structure. All work to be carried out in this
context is carried out by conducting the neces-
sary audits by the related units. Environmental
compliance work carried out are established
and developed together with the control and
acceptance mechanisms.
Environmental compliance works are carried out
under three topics. These are:
1. Environmental compliance work carried out for
facilitating the rental process of the stations to
be constructed and construction of the field,
2. Works additional to the preceding environ-
mental compliance work due to revisions such
as antennas or mini link additions to existing
sites, location change of stations, change of
antenna locations, and
3. Revisions related to regulation of relations with
the local public and fulfillment of expectations.
In this context, the fact that a base station has
a Safety Certificate issued by the Information
Technologies and Communication Council means
that this station is constructed in compliance
with the provisions of the Regulation, audited by
the Council and continues its activities without
exceeding the limit values specified in the Regu-
lation in constant settlement areas, and there is
no reason for our citizens to be concerned. The
address information, technical specifications
and safety distance information are stated on
this certificate. Turkcell conducts its activities in
compliance with all these standards.
Base Station Energy Back-Up Units The common backup units used at Turkcell base
stations in order to provide service continuity in
case of energy cuts are batteries and generators.
Batteries used are generally 100 Ah and 155 Ah
with a capacity of 6 and 12 volts. The average
number of batteries used in a base station is 16.
These batteries are dry batteries with no need
for maintenance.
Outer sections of the dry batteries used by
Turkcell are fully covered and they don’t have
a lid. These dry batteries are batteries, which
Our fuel Consumption (1,000 lt.)
2009
500
1,000
1,500
2,000
2,500
02010 2011
Our fuel Consumption (1,000 lt.)
1,000
2,000
3,000
4,000
5,000
02010 2011
TURKCELL FAALİYET RAPORU 2011
Turkcell (All Group vehicles except Global Bilgi)
Base Stations Maintenance and Operation (Contractors)
1,47
5 1,85
9 2,50
0
4,45
3
3,09
9
TURKCELL 2011 SUSTAINABILITY REPORT
55
do not contain liquid acid, water, electrolytes
etc., but contain inert electrolyte instead and,
therefore, do not leak under normal conditions,
even in case of piercing. Turkcell carries out all
processes related to both transportation and
storage of defective, spent batteries according to
the procedures and regulations published by the
T.R. Ministry of Environment.
Another backup unit used at Turkcell base
stations in energy cuts is generators. The number
of fixed generators Turkcell uses in base stations
is 260. Annual fuel consumption of these genera-
tors is about 330,000 liters.
Also, the Regional Solution Partners responsible
for maintenance and operation of base stations
feed the base stations with mobile generators
during sudden power cuts. There are 1,523
mobile generators in 17 regions. 718,112 Lt. of
fuel was consumed in these generators in 2009,
971,367 Lt. in 2010, and 1,270,692 Lt. in 2011.
WASTE MANAGEMENT
Managing its wastes effectively with regard to
the environment, Turkcell carries out various
studies in order to enhance environmental awa-
reness for both its employees and its customers.
There are recycling bins at Turkcell plazas
where the collected waste is separated as paper,
plastic and domestic waste. Each type of waste
is collected separately and is given to related
organizations for recycling. Also, the expired
batteries are collected in battery waste bins and
are sent to local municipalities for recycling.
In cafeterias, we have containers for used oils as
well as solid wastes and oil wastes are disposed
of by being vacuumed with a vehicle sent by the
municipality every 3 months. Hygienic materials
are also collected in a manner that will not harm
the environment and are disposed of by the
related organization.
Use of EquipmentUsed operational or out-of-operation fixed
assets are either disposed of and re-used or
included in recycling at Turkcell. All scrap sales in
our company are recorded and monitored.
There are approximately 17,500 units of materi-
als (equipment, 5,500; disposable, 12,000) in the
Turkcell network. Our total number of units of
equipment is about 3 million. Cables and similar
products that are deemed as disposables are not
included in this total.
TowersThere are 2,565 towers at Turkcell infrastructure
as of December 2011, 98 of which are mobile.
588 of these towers were purchased in 2011.
Displaced towers are disposed of for renewal or
field replacement. 214 towers were displaced
and disposed of in total during the reporting
period. Towers are given to authorize companies
for disposal as iron scrap for recycling.
Our Wastes Wastes in all plazas of Turkcell are utilized and
included in the recycling process. Boxes that col-
lect waste paper, cardboard cups and wet wastes
separately are placed in each business unit. Our
employees separate their wastes before putting
them in these boxes with the awareness that the
wastes will be utilized.
A 26% increase in our paper waste and 97%
increase in our garbage from 2010 to 2011 were
due to increases in personnel in Maltepe, Kartal,
Tepebaşı, Ankara, Antalya, Bursa and İzmir plazas
varying from 40% to 99.5% and the launch of
Levent Plaza. Paper waste increased in Davutpa-
şa Plaza when the legal department moved in the
building. The reason for the increase in Antalya
is that the expired promotional materials of
Digitürk and Inteltek were disposed of and sent
to recycling.
There was an important decrease, especially in
paper waste, at the Trabzon Plaza during the
reporting period; group company employees
supplied their own materials in 2011, the Digiturk
sales support unit was closed and plaza employe-
es were cautioned about paper consumption. The
decrease at Diyarbakır plaza also in paper waste
is due to our monitoring of photocopy activities
in 2011 of our external maintenance solution
partners who used the photocopier and other
disposables in our plaza in 2010.
Waste According to Locations
Waste Paper (Kg) Garbage (m2) Oil (Lt)
Offices/Years 2010 2011 2010 2011 2010 2011
Maltepe Plaza 12,900 16,400 1,050 1,750 2,431 1,450
Kartal Plaza 10,700 10,400 600 2,688 1,045 940
Tepebaşı Plaza 18,100 25,550 250 550 270 320
Davutpaşa Plaza 2,000 7,800 648 462 760 215
Şişli Plaza 2,300 2,800 340 420 0 0
Adana Plaza 2,000 1,000 408 37 320 0
Ankara Plaza 980 1,920 450 650 550 650
Antalya Plaza 500 2,160 187 1,200 280 612
Bursa Plaza 2,000 1,500 68 110 340 0
Trabzon Plaza 6,200 300 88 75 30 80
İzmir Plaza 7,200 7,800 2,586 4,800 0 708
Diyarbakır Plaza 1,000 350 425 80 320 400
Samsun Plaza 850 250 43 63 110 270
Levent Plaza - 5,600 - 1,200 - 0
TOTAL 66,730 83,830 7,143 14,085 6,456 5,645
TURKCELL 2011 SUSTAINABILITY REPORT
ANNEXES
Awards received by various departments and
projects of Turkcell during the reporting period are
stated below under 4 main topics.
Social Responsibility Snowdrops, first place in “Social Contribution” at
2011 World Communication Awards
Turkcell Volunteers, “Honorary Award” in PR
News Nonprofit PR Awards held in USA in 2009
Turkcell Volunteers, “Best Social Responsibility
Project Established by Employees” award from
USA-based E2E in 2010
Bridge of Hearts, Silver Drum Award in “Corpora-
te Social Responsibility” category in 2009 Golden
drum Award and TÜHİd 8th Golden Compass
Public Relations Awards, “Other Corporate
Social Responsibility” category award
Forest of Life Foundation volunteer activities, 2009
PR News Nonprofit PR Awards “Internal Commu-
nication” award
Snowdrops and Bridge of Hearts projects, Honorary
Award in “Social Responsibility Project of the
Year” category in 2009 International Business
Awards
Good Corporate Governance
“European Employer Of The Year” award in Eu-
ropean Business Awards with innovative human
resources applications
Evaluated as “World’s Best Annual Report in
Telecommunication Sector” in 2010 by lACP, one
of the most prestigious public relations platforms
in the world.
“Best financial Disclosure Made to Public”
in IR Global Rankings Award ceremony held in
Amsterdam
First place in “The Most Satisfactory and Consis-
tent Company Strategy in Mobile Phone Sector”
and third place in “Best Governed Company”
category in “Best Governed Companies of Middle
and East Europe 2010 Survey” organized by Euro-
money Magazine
“Most Popular Company of 2010” award by
Capital Business Magazine
First place in “Best Corporate Governance and
Public Information” and “Best Annual Report”
categories and first place in “Best CfO – Investor
Relations” category awarded to Turkcell Chief
Financial Officer Serkan OKANDAN in the first
Investor Relations Awards of Turkey
General Manager Süreyya Ciliv, “CEO Of The Year”
in 2009 World Communication Awards
General Manager Süreyya Ciliv, Honorary Award
in “European Executive Of The Year” category in
International Business Awards 2009
“The Most Popular Telecommunications
Company of 2008” award by Capital Business
Magazine
“The Most Popular Company of 2008” award by
Capital Business Magazine
Training and Employment
Turkcell, first place award with “I Have More at
Turkcell” in “Best HR Strategy Overseas” cate-
gory by British HR Magazine
Turkcell Academy mobile training application,
“Best Practice” award by Corporate University
Exchange
Turkcell Academy, Silver award in “Best Mobile
Training Application” category and Bronze award
in “Best Content” category in Brandon Hall 2011
Excellence Awards
Turkcell Academy, “Annual Corporate University
Xchange Awards for Excellence and Innovation”
held by Corporate University Xchange, “Excellence
Award in learning Technologies” category
Turkcell Academy “Leadership Development
Programs,” award on “Applied Excellence” by
American Society for Training & development-
ASTD
Turkcell Academy, Honorary Award in “Best New
Corporate University” category in Cubic Awards
(Corporate University Best in Class)
56
OUR AWARDS AND ACCOMPlISHMENTS
57
Products and Services
Turkcell Technology, ISO Innovation 2011 “Grand
Prize”
Turkcell Technology, SIMagine award in “Best
No-Touch Mobile Transaction (NfC)” category
with Cep-T Cüzdan
More Tweets project, “Innovation of the year”
award in Digital Communication Awards
3G Speed test event held by Turkcell for 1st anni-
versary of 3G, honorary award in “Best Anniver-
sary Event” category in PR News Awards
“Turkcell Partner Program,” 2009 Alliance Excel-
lence Awards “Growth Company: Alliance- Ma-
nagement Excellence” category award
3G Launch, first place awards in “Best Service
launch” category in IPRA Awards
first place in IT 500 Awards with “Mobile Appli-
cation”
First place in “Product Development Team of
the Year” category with AdinAction Develop-
ment Team, “Marketing Web Site” with www.
turkcell3g.com, “financial Services” with Garanti
e-trader in International Business Awards and 10
more Honorary Awards in 7 different categories
First place in “Best PR Event” category in Golden
Drum with 3G first Anniversary Event
Turkcell NTV 3G Video News Packages, “Best
Mobile Video Content Producer” in “Best Mobile
Production” in Mobile Excellence Awards 2009
Turkcell, Ebiko 2009 5th International IT
Olympics “The GSM Communication Company
Supporting the Science the Most” award
“Innovation of the Year Award” in Second White
Gold Turkish Entrepreneurship Awards by Eski-
şehir Association of Entrepreneur Industrialists and
Businessmen (EGSIAD)
First place in “Best Mobile Advertisement”
category with TonlaKazan application in World
GSMA Awards
Turkcell Super League Campaign, 2009 Internatio-
nal Business Awards, “Best Online Ad Campa-
ign” category award
SMS Search, 2009 International Business
Awards, “Best New Product or Service of the
Year- Services” category award
OUR MEMBERSHIPS
ATC (American Turkish Council)
CEPS (Center for European Policy Studies)
GSMA (GSM Association)
ITU (International Telecommunication Union)
Internet Committee (Ministry of Transportation)
ISO (Istanbul Chamber of Industry)
ITO (Istanbul Chamber of Commerce)
MMA (Mobile Marketing Association)
MOBILSAD (Mobile Service Provider
Businessmen’s Association)
TABA (Turkish-American Business Association)
TBD (Informatics Association of Turkey)
TBV (Turkish Informatics Foundation)
TEID (Turkish Ethics and Prestige Association)
TESID (Turkish Electronic Industrialists Founda-
tion)
TOBB (The Union of Chambers and Commodity
Exchanges of Turkey)
TUBISAD (Informatics Industry Association)
TUSIAD (Turkish Industrialists’ and Businessmen’s
Association)
TUTED (All Telecom Businessmen Foundation)
ITEA2 (Information Technology for European
Advancement)
UMTS Forum (Universal Mobile Telecommunicati-
ons System)
Tax Council
YASAD (Software Industrialists’ Association)
YASED (International Investors’ Association)
TURKCELL 2011 SUSTAINABILITY REPORT
58
GRI Strategy and Analysis References & Comments Reported
1.1. Statement from the most senior decision-maker of the organization
Pages 4,5 Fully
1.2. Key impacts, risks, and opportunities Pages 4,5, 11, 24-39, 42-49, 52-55 Fully
GRI Organizational Profile References & Comments Reported
2.1. Name of the organization Turkcell İletişim Hizmetleri A.Ş. Fully
2.2. Primary brands, products, and/or services Page 10 Fully
2.3. Operational structure h”http://www.turkcell.com.tr/site/en/turkcellhakkinda/yatirimciiliskileri/Sayfalar/genel.aspxIFRS_Report_Q3_2011_Final.pdf (Page 68)”
Fully
2.4. Location of headquarters “Turkcell Plaza Meşrutiyet cad. No: 71 Tepebaşı ISTANBUL” Fully
2.5. Countries of operation “Turkcell 2010 Annual Report (Pages 8, 56-61)” Fully
2.6. Ownership Turkcell 2010 Annual Report (Page 75) Fully
2.7. Markets served Page 8 Fully
2.8. Scale and Size “http://www.turkcell.com.tr/site/en/turkcellhakkinda/yatirimciiliskileri/Sayfalar/genel.aspxIFRS_Report_Q3_2011_Final.pdf (Pages 1-3)”
Fully
2.9. Significant changes Pages 10, 14, 55 Fully
2.10. Awards Pages 56-57 Fully
GRI Report Parameters References & Comments Reported
3.1. Reporting period Page 2 Fully
3.2. Date of previous report 2007-2008 Fully
3.3. Reporting cycle Annually Fully
3.4. Contact Page 63 Fully
3.5. Defining content Pages 18-19 Fully
3.6. Boundary of the report Page 2 Fully
3.7. Limitations Page 2 Fully
3.8. Basis for reporting entities Page 2 Fully
3.9. Data Measurement Techniques Page 2, 11 Partially
3.10. Re-statements Similar topics as in our first report took place with updated activities. We have either gave summary of some of the information that took place in our annual report or gave references.
Fully
3.11. Changes No changes Fully
3.12. GRI Content Index Pages 58-61 Fully
3.13. Assurance No external assurance Fully
Profile disclosures
GRI AND UNGCP REPORTING INDEX
59
Un Global Compact Principles
Human RightsPrinciple 1: Businesses should support and respect the protection of internationally proclaimed human rights; and
Principle 2: make sure that they are not complicit in human rights abuses.
laborPrinciple 3: Businesses should uphold the freedom of association and the effective recognition of the right to collective bargaining;
Principle 4: the elimination of all forms of forced and compulsory labor;
Principle 5: the effective abolition of child labor; and
Principle 6: the elimination of discrimination in respect of employment and occupation.
EnvironmentPrinciple 7: Businesses should support a precautionary approach to environmental challenges;
Principle 8: undertake initiatives to promote greater environmental responsibility; and
Principle 9: encourage the development and diffusion of environmentally friendly technologies.
Anti-CorruptionPrinciple 10: Businesses should work against corruption in all its forms, including extortion and bribery.
Profile disclosures (Continued)
GRI Governance & Committments References & Comments Reported
4.1. Governance structure Pages 14-17 Fully
4.2. Chairman Page 14 Fully
4.3. Unitary Board Page 14 Fully
4.4. Mechanisms for recommendations Pages 17, 19, 31 Fully
4.5. Compensation and performance Page 14 Fully
4.6. Conflicts of Interest Page 15 Fully
4.7. Qualifications Turkcell 2010 Annual Report (Page 18-19) Fully
4.8. Mission and Values Pages 4, 12-19 Fully
4.9. Overseeing sustainability Page 15 Fully
4.10. Evaluating sustainability Page 14 Fully
4.11. Precautionary approach Page 15 Fully
4.12. External principles Page 2, 47 Fully
4.13. Memberships in associations Page 57 Fully
4.14. Stakeholder Groups Page 19 Fully
4.15. Basis for selection Page 19 Fully
4.16. Approaches to stakeholder engagement Page 19 Fully
4.17. Key topics from stakeholders Page 18-19 Fully
TURKCELL 2011 SUSTAINABILITY REPORT
60
UNGC GRI Social Performance (Employees) References & Comments Reported
Employment
LA1 (Core) Total workforce by employment type, employment contract, and region
Page 23 Fully
6 LA2 (Core) Total number and rate of employee turnover by age group, gender, and region
Pages 24-25 Fully
LA3 (Add) Benefits provided only to full-time employees Pages 25-26 Fully
Occupational Health and Safety
1 LA7 (Core) Injuries, occupational diseases, working days lost, absentee rate and work-related fatalities
Pages 27-28 Fully
1 LA8 (Core) Preventive healthcare counselling and training regarding serious diseases
Pages 25-26 Fully
Training and Education
LA10 (Core) Average hours of training per year per employee by employee category
Page 29 Fully
LA11 (Add) Skills management and lifelong learning that support the continued employability of employees
Pages 28-29 Fully
LA12 (Add) Percentage of employees receiving regular performance and career development reviews
Page 30 Fully
Diversity and Equal Opportunity
1,6 LA13 (Core) Diversity in senior management and employee structure Page 25 Fully
1,6 LA14 (Core) Ratio of basic salary of male and female employees Page 25 Fully
UNGC GRI Social Performance (Human Rights) References & Comments Reported
Investment and Procurement Practices
1-6 HR3 (Add) Employee training on human rights Page 30 Fully
Non-Discrimination
1,2,6 HR4 (Core) Incidents of discrimination and actions taken Page 30 Fully
Freedom of Association and Collective Bargaining
1,2,3 HR5 (Core) Operations with significant risk concerning the freedom of associa-tion and collective bargaining
Page 26 Fully
Child Labor
1,2,5 HR6 (Core) Operations with significant risk for incidents of child labor and measures taken
Pages 30, 47 Fully
Forced and Compulsory Labor
1,2,4 HR7 (Core) Operations with significant risk for incidents of forced and compul-sory labor
Page 47 Fully
BMKİS GRI Social Performance (Society) References & Comments Reported
Community
SO1 (Core) Impacts of entering, operating, exiting on local communities and regions
Pages 10-11, 48, 54 Fully
Corruption
10 SO2 (Core) Business units analyzed for corruption risks Page 16 Fully
10 SO3 (Core) Employee training regarding anti-corruption Page 16 Fully
10 SO4 (Core) Actions taken in response to incidents of corruption Turkcell 2010 Annual Report (Pages 83-84, 92-94)
Fully
61
UNGC GRI Social Performance (Product/Service Responsibility) References & Comments Reported
Customer Health and Safety
1 PR2 (Add) Incidents of non-compliance with regulations concerning health and safety of products
No incidents Fully
Product and Service Labelling
8 PR3 (Core) Principles and measures related to product and service information and labelling
Pages 10-11 Fully
8 PR4 (Add) Incidents of non-compliance with regulations concerning product information and labelling
No incidents Fully
PR5 (Add) Customer satisfaction practices Pages 43-44 Fully
UNGC GRI Economic Performance References & Comments Reported
Economic Performance
EC1 (Core) Direct economic value generated and distributed Page 42 Fully
EC3 (Core) Organisation's defined benefit plan obligations Page 26 Fully
Market Pesence
6 EC7 (Core) Procedures for local hiring Pages 24, 32-33 Fully
Indirect Economic Impacts
EC8 (Core) Impact of infrastructure investments and services for public benefit Pages 32-39, 42-49 Fully
EC9 (Add) Indirect economic impacts Pages 33, 42 Fully
UNGC GRI Environmental Performance References & Comments Reported
Energy
8 EN3 (Core) Direct energy consumption by primary energy source. Page 53 Fully
8,9 EN5 (Add) Energy saved due to conservation and efficiency improvements Page 52 Fully
8,9 EN6 (Add) Initiatives to provide energy-efficient or renewable energy based products and services, and reductions in energy requirements as a result of these initiatives
Pages 53-54 Fully
Water
8 EN8 (Core) Total water withdrawal by source Page 53 Fully
Emissions, Effluents and Waste
7,8,9 EN18 (Add) Initiatives to reduce greenhouse gas emissions and reductions achieved
Page 52 Fully
8 EN22 (Core) Total weight of waste by type and disposal method Page 55
Products and Services
7,8,9 EN26 (Core) Initiatives to mitigate environmental impacts of products and ser-vices, and extent of impact mitigation
Pages 52-53 Fully
Compliance
8 EN28 (Core) Monetary value of significant fines and total number of non-mon-etary sanctions for non-compliance with environmental laws and regulations
No fines paid Fully
Transport
8 EN29 (Add) Significant environmental impacts of transporting products and other goods and materials used for the organization's operations, and transporting members of the workforce
Page 54 Fully
Overall
7,8,9 EN30 (Add) Total environmental protection expenditures and investments by type Page 52 Fully
TURKCELL 2011 SUSTAINABILITY REPORT
62
63
for your feedback and questions regarding the report:
Turkcell İletişim Hizmetleri A.Ş.
Turkcell Plaza, Meşrutiyet Cad. No: 71, Tepebaşı, İstanbul
Phone: (212) 313 10 00
Miss. Zeynep Özbil – Head of Corporate Responsibilities Department
Mrs. Aslı Ünlü – Corporate Social Responsibility and Sponsorships Unit [email protected]
Miss. Derya Kökten – Corporate Social Responsibility and Sponsorships [email protected]
Reporting Consultants
Sercom ConsultingMrs. Elif Özkul Gökmen
0533 648 07 40
FCS ConsultingMr. Alp Borak
0216 353 20 20
CONTACT INfORMATION
www.turkcell.com.tr/en