sustainability report - vodafone · managing sustainability 6 responsible behavior 20 ... such as...

April 2013 – March 2014

SustainabilityReport

Letter from the Chairman & CEO 1

Strategy 2

Introductory note 4

About Vodafone Greece and the Vodafone Group 5

Managing Sustainability 6

Responsible Behavior 20

Eco-Efficiency 48

Contribution to Sustainable Societies 62

Objectives - Results - New Commitments Table 74

Main Figures in Table Form 80

Website Index 82

Abbreviations 83

GRI (G3.1) Relevant Requirements Table 84

GRI (G3.1) Report Application Level 87

Application of AA1000 88

Assurance Report 89

C o n t e n t s

| 1Vodafone Sustainability Report 2013- 2014

At Vodafone Greece, while operating in a difficulteconomic environment, and a market full ofchallenges, we remain focused on implement-ing our strategy, whose implementation is layingthe foundations of sustainability. We continue toimprove the services we provide to our cus-tomers and stand out from the competition. Weare further upgrading our network, our customercare service in all stages of interaction with thecustomer and keep on leading with innovativeproducts and services. Implementation of ourstrategy entails investments in infrastructureand technologically ground-breaking services,which in more than 20 years of operation, haveexceeded the amount of 3 bn. euros. Moreover,we operate within a framework of agreed princi-ples and values, in line with our company’s Codeof Conduct, ensuring that our business activityis carried out with integrity, transparency, hon-esty and objectivity on all levels.

In the framework of our strategic objective toprovide integrated communication services,mobile and fixed, in August 2014, VodafoneGreece came into an agreement with IntracomGroup and World Equities Investments HoldingsSA to acquire 72.7% of their share capital in hel-las online.

Additionally, following the company’s agree-ment with Wind Hellas, in June 2013, regardingpartial common use of their 2G/3G mobile com-munications network, mainly in the country’srural areas and in certain urban areas, this coop-eration was implemented in March 2014 withthe creation of VICTUS Networks S.A., a new ad-vanced technology company.

Furthermore, at Vodafone Greece we continue toinvest in new technologies, as well as services andproducts that make the company commerciallystand out. We have already launched our 4G net-work and will keep extending our 4G coverage,whose roll-out is not part of our agreement withWind Hellas and shall continue to be exclusivelyprovided by Vodafone. We insist on further devel-oping our 3G network by utilising the company’savailable spectrum through new technologies,such as the UMTS-900, ensuring coverage for oursubscribers even in indoor spaces.

For us, at Vodafone Greece, our priority is to ex-plore and develop opportunities that can,through our technology, contribute to sustain-ability of the Greek economy, businesses, andsociety as a whole. As a leading services providerfor professionals and businesses, we have already developed and made available servicesand smart applications that allow businessesthat implement them to cut down on their operating costs, increase their productivity and competitiveness, while also generating environmental benefits, such as, for instance,services and smart applications, like VodafoneProfessional for Hoteliers, Zelitrack and SmartEcometer PV.

True to our commitment, we are particularlyproud that our Telemedicine Program was ex-tended to 100 areas nationwide, offering highquality of specialised health care services tomore than 500,000 residents of Greece’s remoteareas, free of charge. Moreover, for the last 10years, we have been running services with theaim to ensure equal access to communicationfor all, namely through the Vodafone SpeakingApp for the visually impaired.

Since the start of our operations, we aim atdoing as much as possible for our customers,while consuming as few resources as possible(energy and materials). In this context, we sys-tematically invest in energy efficiency programsand the use of renewable energy sources at thecompany’s offices and our telecommunicationsnetwork, in recycling programs, as well as thepromotion of environmentally friendly productsand services.

We are committed to acting responsibly withthe aim to build trust relations with our employees, customers, suppliers/partners,and society as a whole. In 2011, we were thefirst mobile communications provider, whichthrough the “Cost control” service, began in-forming its entire subscribers’ base on theirremaining tariff plan usage, thus protectingthem from unexpected charges. Also, for the10th consecutive year, we have implementedthe Vodafone bsafeonline program, the mostintegrated program on responsible use of

mobile phones and safe Internet navigationby children and teenagers alike.

With the aim to meet society’s current pressingneeds, we are pursuing our collaboration with re-spected institutions and foundations, such asMedecins du Monde and SOS Children’s Villages,to implement programs that fulfill true needs.Accordingly, over the last 5 years, at VodafoneGreece we have emphasised on developing vol-unteerism, by encouraging our employees andproviding incentives so that they may directlycontribute to supporting society. In this context,Vodafone Greece employees participate in a se-ries of volunteering actions, devoting their time,skills and dexterities, in order to support the SOSChildren’s Villages, as well as the Family SupportCenters that the SOS Children’s Villages havebeen supporting in 6 cities across Greece. What’smore, our company’s employees responded im-mediately and consistently with the aim to offerrelief to residents in the earthquake stricken is-lands of Cephalonia and Ithaca.

The 12th Report presents the programs whichwe implemented and will continue to develop,our objectives and results achieved in the last fi-nancial year, as well as our commitments for thenew financial year. For the 10th consecutiveyear, we are following the Global Reporting Ini-tiative (GRI 3.1) guidelines, to ensure that our re-sults are reported objectively and transparently.In recognition of our endeavour to constantlyimprove the range and accuracy of informationincluded in the Sustainability Report, we areproud to announce that the content of thisyear’s Report has once again been rated at GRIapplication Α+, and again is compliant with theprinciples of the ΑΑ1000 standard following anaudit by an external, independent body.

Glafkos PersianisChairman of the Board of Directors and CEO

Letter from the Chairman and CEO

Vodafone Sustainability Report 2013- 2014

Our strategy, as well as the areas in which themulti-faceted Vodafone Greece Sustainabilityprogram is focused, are determined accordingto the Material Issues that pertain the company’soperation. Material Issues, as depicted in thefollowing table, result from:¬ The annual impact assessment of the com-

pany’s operation, products and services (seep. 11-12), through which we identify the is-sues that affect us and shape our company’spresent and future.

¬ Consultation with Stakeholders (see p. 12-13), with the aim to evaluate their opinion asregards the importance of issues that pertainto our company’s operation.

The areas where we focus our activities, in theframework of Sustainability, with systematic ac-tions and measurable results, are the following:

Responsible behavior 1. Mobile Phones – Base stations – Health –

Network Deployment2. Customers3. Safe internet use by children and

adolescents4. Supply Chain5. Employees

Eco-efficiency6. Energy efficiency and use of renewable

energy sources7. Recycling8. Use and promotion of environmentally

friendly products and services

Contribution to sustainable societies9. Use of mobile communications

technology, products and services for the purpose of:¬ Supporting the greek economy¬ Supporting greek society

10. Programs in cooperation with respectedinstitutions that meet the direct contemporary needs of today's society

11. Employees Volunteerism initiatives

2 |

St ra t e g y

Our missionTo be the leading company in communications and to be admired for our business principles,

our responsible operation, our multifaceted work and services that contribute to sustainability.

Responsible behavior:We are committed to acting responsibly in all our activities to maintain the trust of our customers, our employees and other stakeholders.

Eco-efficiency - doing more for customers with lessWe aim to reduce environmental impacts in our operations and across our value chain, from design and manufacturing of products by suppliers through to use and disposal by our customers.

Contribution to sustainable societies:We aim to utilise our technology and offer innovative products and services to support the Greek economy while also generating parallelbenefits for the environment and Greek society.At the same time, we are also collaborating with

respected institutions and foundations to implement long-term programs that meetthe direct contemporary needs of today's society.

Material Issues Section/page

Contribution to public finance Message from CEO & Chairman of the Board of Directors (p. 1).,

Vodafone Greece in numbers (p. 5), Main figures in Table form (p. 80-81)

Contribution to employment Our employees at a glance (p.39,41), Main figures in Table form (p. 80-81)

Ethics Responsibility is part of our Business Principles, Strategy and Governance (p. 7-11),

Focusing on compliance with Group policies (p. 15),

Coming into line with the bribery legislation (p. 17-18)

Mobile phones, base stations and health/network deployment Mobile phones – Base stations – Health– Network Deployment (p. 21-26)

Privacy and security Integrating responsibility into our Management systems (p. 13-15)

Employees Employees (p. 39-47)

Occupational Health & safety Protecting employee health and safety (p. 45-47)

Responsible Supply chain Supply chain (p. 36-38)


Low Medium High

Materiality Table*

Low

Med

ium

Hig

h

Impact on company’s operation

Impo

rtan

ce (

Stak

ehol

ders

)

Child programs

Recycling

Customer experienceEnergy efficiency / RES

Products & services to support the economy

Contribution to employmentChild safety online

Responsible supply chain

Use of our technology to support society

Occupational Health & Safety Our employees

Tax & contribution to public finance

Privacy & Security

Mobiles, masts & health /Network deployment

Ethics

*This Table lists Material Issues that describe company’s operation. These issues are derived from identification and assessment of the impact of “important”

company issues on its operation, combined with the importance attributed to said issues by Stakeholders (based on processing of the Stakeholder Engagement

survey results).

Material Issues Section/page

Child safety online Safe Internet usage by children and teenagers (p. 34-36)

Customer experience Clients (p. 26-33)

Energy efficiency / Renewable energy sources Eco efficiency (p. 50-54)

Recycling Eco efficiency (p. 55-59)

Products and services that support the economy/businesses Utilising our technology to boost greek businesses’ competitiveness,

with parallel benefits for the environment (p. 63-64),

Utilising our technology to support the greek economy and local communities (p. 64)

Use of our technology to support society Utilising our technology for equal access to communication (p. 65-66),

Utilising our technology in the areas of health and education (p. 67-68),

Supporting initiatives for the common good (p. 68-69)

Child programs Programs in cooperation with respected institutions that meet direct

contemporary needs of today’s society (p. 69-73)

4 | Vodafone Sustainability Report 2013- 2014

This is the 12th Vodafone Greece SustainabilityReport which presents the management prac-tices and the results of our actions for the finan-cial year from 1 April 2013 to 31 March 2014(2013-2013 period).

The information relates to VODAFONE PANAFONS.A. and its operations at its central and regionaloffices, its telecommunications network and itsshops (own and franchise*) and does not includeassociates or hellas online.

Note

¬ The term Vodafone Greece refers to the Greekcompany, while ‘Vodafone Group’ refers toVodafone Group Plc which indirectly holds99.871% of Vodafone Greece’s share capital.

¬ The 2013-2014 objectives cited in this reportwere laid down in the Report for the 2012-2013 financial year, which is available on thevodafone.gr website.

Sources of information

All information included in this publication is al-so available on the company’s website. For moreinformation you can visit the vodafone.grweb-site.¬ The current Sustainability Report that refers

to the financial year 1 April 2013-31 March2014, as well as all previous Reports are avail-able at vodafone.gr/Sustainability.

¬ Vodafone Group Sustainability Report is avail-able at vodafone.com/Sustainability.

Comments

We welcome your feedback about our activitiesin the Corporate and Sustainability area and aboutthis publication. Please send your views to:

Please send your views to

Vodafone GreeceNafsika ZevgoliSustainability and Social Investment Supervisor1-3 Tzavella St., HalandriAthens GR-15231email: [email protected] Greece customers can send a SMS,free of charge, to 1256Tel.: +30 210 67 02 651, Fax: +30 210 67 02 946

Vodafone Greece SustainabilityReport Data Audit

The assurance of Vodafone Greece selectedperformance data related to sustainability, inclusive of the self declaration of the GRI Application Level and the adherence to theprinciples of AA1000 standard, were assignedto KPMG Advisors AE, a Greek Societe Anonymeand a member firm of the KPMG network of independent member firms affiliated withKPMG International Cooperative (‘KPMG International’), a Swiss entity. Information regarding KPMG’s work as well as the relevantContent Assurance Report can be found at the end of the Sustainability Report.

*The operation of franchise shops is not taken into account

in the data included in the Eco-Efficiency section of this re-

port, with the exception of data for the Mobile Phones, Ac-

cessories and Household Batteries Recycling Program.

I n t ro d u c t o r y N o t e


About Vodafone Greece and the Vodafone Group

04/2013 Vodafone Greece and hellas onlineoffer free Internet at Goody’s and Flocafe shopsacross Greece

05/2013 Vodafone creates the innovative “Personalised service” for all businessmen

05/2013 Vodafone, in its first participation inthe CR Index, The National Corporate Social Re-sponsibility Index, received the “Silver” award forthe Sustainability Program it implements, whileit also received special praise on its best corpo-rate performance in the “Market” category

06/2013 Vodafone Greece extends its 4G net-work, offering incredibly fast speeds to sub-scribers with smartphones, tablets and laptops

07/2013 Vodafone Greece received a top inter-national award for its “Vodafone Free 3GHotspot” service

07/2013 Vodafone Greece offers lower chargesfor communication and Internet abroad

07/2013 Vodafone Greece has commerciallylaunched the Online Top up service

07/2013 Vodafone Greece is the first in thecountry and with an exclusivity that cooperateswith Napster, the pioneer in global service digitalmusic market

07/2013 “Mobile for Good Europe Awards”launched by the Vodafone Group to develop ap-plications that can help improve the quality oflife helping improve the quality of life and pro-mote sustainable societies

07/2013 Vodafone launches the innovative“New Smartphone Every year” service

07/2013 Vodafone innovates and introducesthe Eco-rating program for mobile phones

08/2013 Vodafone Greece offers to all its sub-scribers unlimited mobile internet, for free

08/2013 For the 5th consecutive year, Voda-fone employees participated, on a volunteer ba-sis, in a cycling journey to support the SOS Chil-dren's Villages

09/2013 Vodafone Greece invites everyone tosupport the SOS Children’s Villages and light upthe new school year by collecting school sup-plies

09/2013 Vodafone Greece received, for the 4thtime in a row, the “Gold Social EnvironmentalEthical Governance Award”, by the Hellenic Busi-ness Ethics Network (EBEN GR)

10/2013 New CU Student Xclusive bundles forstudents

10/2013 Vodafone extends the innovative“Personalised service” to small and medium sizebusinesses and professionals

10/2013 Vodafone received 7 awards (3 Goldand 4 Silver) at the 2013 Social Media Awards

11/2013 Vodafone is the first and only inGreece to offer the possibility to all its sub-scribers using its 4G network to enjoy unbeliev-ably fast mobile internet speeds when travelingin Italy, Portugal and Romania using Vodafone’s4G network in these countries

11/2013 Vodafone Greece received two Corpo-rate Responsibility Excellence Awards, in theframework of the 6th ceremony of the “Corpo-rate Responsibility Excellence Awards” by theHellenic Advertisers Association, in the “Society”category, for its Telemedicine Program and INthe “Social products and services” category, forthe Youth Safe Pack prepay connection packageand Vodafone Safety Net application

12/2013 New important call termination re-ductions for calls to Vodafone mobile network

12/2013 This Christmas, Vodafone Greece of-fers Mobile Internet automatically and totallyfree of charge to all its subscribers, from the 25thDecember 2013 to the 1st January 2014

12/2013 Vodafone receives 17 awards in total(2 Grand, 6 Gold, 5 Silver and 4 Bronze) in thecontext of the Ermis Awards 2013 by the GreekAssociation for Advertising and Communication

01/2014 3.5 tons of food collected by Voda-fone employees for the SOS Children’s Villages

01/2014 Vodafone Greece stands by all of itssubscribers living in the earthquake stricken is-lands of Cephalonia and Ithaca, offering free mo-bile communication services

02/2014 A new ground-breaking applicationVodafone Speaking App for visually impairedpeople by Vodafone

02/2014 Vodafone extends the free communi-cation offer for prepay subscribers living in theislands of Cephalonia and Ithaca, providing freeof charge mobile communication services

02/2014 Alpha Bank and Vodafone Greece in-novate and offer for the first time in Greece, theinnovative “Τap ‘n Pay” application for paymentsvia mobile phones

03/2014 Vodafone global leader in terms ofM2M networks for the third consecutive year

03/2014 Vodafone Greece is giving all of itssubscribers travelling to the United Kingdomthe possibility to use its 4G network via roamingand enjoy amasingly fast mobile internet speeds

*Financials for 2012-2013 were reviewed by Vodafone Group.

For more information see Vodafone Group Financial report

at vodafone.com

Vodafone Group 2013-2014 2012-2013(£ m) (£ m)

Revenue 38,346 38,041*

Adjusted Operating Profit 8,254 7,580*

Free cash flow 4,183 5,501*

Customers (m) 433.6 403.8

Vodafone Group - Vodafone Greece:Key financials and statistics

Vodafone Greece 2013-2014 2012-2013(£ m) (£ m)

Turnover 708.33 912.02

Earnings before interest, taxes, depreciation and amortization (EBITDA) 158.130 189.80

Earning before taxes -25.79 -27.57

Net sales 315.39 366.03

Total investment in assets 392.95 545.99

Cost of goods sold 2,893.97 2,877.87

Managing Sustainability

As businesses face increasingly more reserved stakeholders as a result

of the economic crisis and the consequent lack of trust in large

enterprises, the need for transparency has become all the more vital.

Vodafone Greece has worked hard to rise to this challenge and to put

in place suitable management systems certified by recognised bodies.

We recognise that maintaining and building trust, which is of vital

importance, requires unwavering dedication and constant alertness.

To that end, our systems continue to develop as we come face to face

with new issues. We cannot avoid all ethical business issues we might

have to face, but our Business Principles are designed so as to ensure

that our stakeholders know that Vodafone Greece always endeavors

to make responsible choices.

This section of the Report is within KPMG limited assurance scope (see pages 89-91, Assurance Report)


Responsibility is part of ourBusiness Principles, Strategy and Governance

Our Code of Conduct

As a responsible company we must ensure thatwe enjoy the trust and respect of all our stake-holders. Vodafone’s Business Principles defineour ethical standards so as to ensure the com-pany goals are pursued within a framework ofagreed principles and values, which will deter-mine the everyday conduct and practice of itsemployees. Our corporate values will explicitlydefine all employees responsibilities which are–directly or indirectly– affected by business ac-tivities.

The Code of Conduct seeks to provide specificguidelines on our day-to-day conduct and tohelp attain company targets and priorities. Allcompany employees have been informed viathe Code of Conduct about how to deal with cor-ruption. The Code of Conduct requires that allemployees act fairly, honorably and with integri-ty in their dealings with all stakeholders. It is one

of the tools used to ensure that we will continueto be a responsible business.

All employees are responsible for implementingthe Code of Conduct, and managers are respon-sible for briefing those under them. In order tobrief all employees, a Code of Conduct e-learn-ing program was developed, attended by 74%of employees. Every year the managementteam signs a statement that it accepts the Codeof Conduct and undertakes to implement it.

All employees are obliged to report any incidentor possible situation by utilising the clearly de-fined procedures which have been put in place.Failure to comply with the Code of Conduct is ex-amined by the Business Conduct Committeewhich has been set up, and this can lead to ap-propriate disciplinary measures being imposed.No case of corruption was drawn to the Commit-tee’s attention via the available communicationchannels this year.

2013-2014 objective

All cases of corruption reported via availablecommunication channels will be investigatedand drawn to the Committee’s attention.

2013-2014 result

There were no reports for cases of corruption.

Degree of success

100%

Our Business Principles

1. Individual conduct: We will act with honesty,integrity and fairness in our dealings bothinternally and externally. We will not tolerateany form of bribery, including improperoffers of payments or gifts to or from em-ployees. We will avoid any contracts thatmight lead to, or suggest, a conflict ofinterest between personal activities and thebusiness. We will neither give nor accepthospitality or gifts that might appear toincur an obligation. We will pursue mutuallybeneficial relationships and seek to promotethe application of our Business Principleswith our business partners and suppliers.

2. Compliance with the law: We will complywith the provisions of all applicable domesticand international laws and appropriate stan-dards and principles.

3. Health and safety: We will protect the health,safety and wellbeing of our customers, em-ployees, partners and the communities inwhich we operate and disclose any infor-mation that comes to our knowledge thatclearly demonstrates that any of our productsor services breach internationally acceptedsafety standards or guidelines.

4. Financial integrity: We will provide the bestpossible return for our shareholders overthe longer term. We will base our investment

| 7


decisions, acquisitions and business rela-tionships on economic criteria but will alsotake into account social and environmentalconsiderations.

5. Public policy: We will voice our opinions ongovernment proposals and other mattersthat may affect Vodafone and our stake-holders. We will not make gifts or donationsto political parties or intervene in party po-litical matters.

6. Communications: We will communicateopenly and transparently with all our stake-holders within the bounds of commercialconfidentiality. We will protect confidentialinformation from improper disclosure, andany authorised communication of confi-dential information should be limited to in-dividuals who need it to carry out theirwork.

7. Customers: We will value the trust our cus-tomers place in us and will safeguard theinformation provided to us.

8. Employees: We will base relationships withand between employees on respect for in-dividuals and their human rights and willnot tolerate child labour. We will not acceptany form of discrimination, harassment orbullying. We will pursue equality of oppor-tunity and inclusion for all employeesthrough our employment policies and prac-tices.

9. Communities and society: We will engagewith local communities to help us understandand respond to any concerns they mayhave, for example in relation to networkdeployment. We will always provide ourstakeholders with access to correct, relevantand current information and build trustthrough integrity, transparency, honesty

and objectivity. We will invest in society in away that makes effective use of our resources,including support for charitable organisa-tions.

10. Environment: We will commit to protectingthe environment. We will minimise our useof finite resources (such as energy, waterand raw materials) and the release of harmfulemissions to the environment (includingwaste, air emissions and discharges to water).We will seek to improve the environmentalperformance of the products and serviceswe provide, as well as support those thatoffer environmental and social benefits toour customers.

In addition, the Vodafone Group’s Corporate Gov-ernance and Policies Manual (available at voda-fone.com), which all members of the Group areobliged to adhere to and which is revised at reg-ular intervals:¬ covers optimum management of potential

business risk¬ stresses the importance of vision and values¬ provides information about the structure of

the Group’s various teams, their competences,and sectors where guidance is required.

Our Corporate Governance

Corporate Governance is a set of principles usedto promote responsible management, running,organization and control of a company. VodafoneGreece attaches particular importance to Corpo-rate Governance and has developed a set of prin-ciples and rules to ensure that the company op-erates in a transparent manner and to ensure thatthe company is managed in line with the inter-ests of all stakeholders. Within this framework,we have the committees:

Board of DirectorsVodafone Greece is managed by the Board of Di-rectors consisting of 3 to 11 Directors. The mem-bers of the Board of Directors (who are first lineexecutives) are appointed by the shareholders ofthe company for a five year term, automaticallyextended until the first regular General Meetingfollowing the expiration of their term, which termcannot exceed a six year period. The members ofthe Board of Directors, shareholders or not, canbe re-elected and are freely revocable.

M a n a g i n g S u s t a i n a b i l i t y

VODAFONE PANAFONCEO

HUMANRESOURCES

CORPORATEAFFAIRS

LEGALREGULATORY &

CORPORATE SECURITY

INFORMATIONTECHNOLOGY

TECHNOLOGY

STRATEGY

FINANCE

ENTERPRISE BUSINESS UNIT

COMMERCIALOPERATIONS

CONSUMERCOMMERCIAL


The Board of Directors has the responsibility forthe administration (management and disposi-tion) of the company’s property and the repre-sentation of the company. It decides generallyon all issues concerning the company including(indicatively: the raising of loans, the approval ofthe years financial statements), guarantees infavor of third parties and the entrusting of themanagement of the company to third partieswithin the frame of the company’s object, withthe exception of those which, pursuant to thelaw or to articles, belong to the exclusive author-ity of the General Meeting.

The Board of Directors may, exclusively and onlyin writing and by special resolution, entrust theexercise of all or several of its powers and author-ities (except for those requiring collective ac-tion), as well as the representation of the com-

pany, to one or more persons, among its mem-bers or not, determining at the same time theextent of their authority. In any event the author-ity of the Board of Directors is subject to the pro-visions of Articles 10 and 23a of C.L. 2190/1920,as in force. Especially for the cases where it is im-perative for the company to be represented bypersonal appearance before any Court, Prose-cutor or other Judicial Authority, in order to tes-tify under oath, submit lawsuits or file a com-plaint and to relinquish from these actions,attend as civil plaintiff before any penal courtboth in the prejudicial stage and in the courthearing stage and to relinquish from this atten-dance, initiate judicial process against penalcourt decisions and orders and relinquishmentfrom these actions, the company is duly andlegally represented apart from the Chairman, bythe Deputy Chairman and Chief Executive, by

any Director of Division or subdivision, or region-al division and for cases regarding VodafoneShops by its manager or his substitute.

Immediately after its election the Board of Di-rectors meets self-invited or after invitation bythe elder of the Directors and is organised as acorporate body electing its Chairman and ViceChairman. The Board of Directors may elect oneManaging Director (Chief Executive Officer), onlyamong its members, determining at the sametime their authority. The capacity of the Chair-man or the Vice Chairman can coexist in thesame Director with the one of the Managing Di-rector. The Chairman of the Board of Directorsconducts the meetings. The Chairman, in his ab-sence or hindrance, is replaced to the full extentof his authority by the Vice Chairman and in caseof hindrance of the latter, following a resolutionof the Board of Directors, by the Managing Direc-tor, or by any other Member of the Board.

If for any reason, a Director’s seat is vacated, theremaining Directors, as long as they are at leastthree, elect temporarily a substitute for the re-maining time of the term of office of the re-placed Director. Such election must be submit-ted for approval to the first following Ordinary orExtraordinary General Meeting. The actions ofthe Director who was elected this way are con-sidered valid, even if his election is not approvedby the General Meeting. After the annual ac-counts (annual financial statements) have beenapproved, the General Meeting, by a special voteconducted by roll call, resolves on the releaseof the Board of Directors and the Auditors fromany liability for compensation. The Board of Di-rectors and the employees of the company voteonly with shares they own. The release of the

Age range

Board of Executive Management Internal Audit BusinessDirectors Committee Committee Committee Conduct

Committee

Men Women Men Women Men Women

1 - 1 - 4 1

3 1 5 1 6 1

- - - - - 1

5 7 13

35-44

45-55

>55

Total

See pages 10-11

See page 11

Positions per gender

Board of Executive Management Internal Audit BusinessDirectors Committee Committee Committee Conduct

Committee

Άνδρες 4 6 10

1 1 3

5 7 13

Men

Women

Total

See pages 10-11

See page 11

Board of Directors is invalid in the cases of Article22a of Codified Law 2190/1920.

More information regarding the Board of Direc-tors, is available on the websites vodafone.gr andvodafone.com.

Executive Committee

The CEO set up the Executive Committee to as-sist him in his work and its activities include:

¬ Reviewing financial and business trends andevaluating the suitability and appropriatenessof company strategy.

¬ Reviewing organizational issues.

¬ Setting business priorities.

¬ Taking business investment decisions.

¬ Reviewing major audit findings and decidingon the appropriate steps to be taken.

¬ Providing briefings about developmentsand/or new guidelines at Vodafone Group level.

The company’s Executive Committee has 7

members; the CEO, the CFO, the Human Re-

sources Director, the Technical Division Director,

the Consumer Commercial Director, the Enter-

prise Business Unit Director and the Customer

Operations Director. It meets twice a month after

the end of each month to discuss results, and

extraordinary meetings are also scheduled

whenever they are considered necessary.

Management Committee

The CEO also set up the Management Commit-tee to assist him in his work and its activities in-clude:

¬ Reviewing company results.

¬ Reviewing the progress of important projectsand deciding on the next steps to be taken.

¬ Providing briefings about developmentsand/or new guidelines at Vodafone Group level.

The company’s Management Committee has 13members; namely all the 7 members of the Ex-ecutive Committee and the Head of Legal andCompany Secretary, the Corporate Affairs SeniorManager, and the Regulatory and Interconnec-tion Senior Manager, the Strategy Director andthe Products & Services Senior Manager. Itmeets once a month and there are a total of 12meetings a year, but extraordinary meetings canalso be scheduled if that is considered neces-sary.

Internal Audit Committee

The Chairman of the Internal Audit Committeeis the only official member of the Committee.He is not a company employee, but must comefrom the same regional unit of the VodafoneGroup that the company belongs to, and musthave a financial background. The Chairman ofthe Internal Audit Committee from time to timeis proposed by the Vodafone Regional CFO andthe Vodafone Group Audit Director and is ap-pointed by the Company’s Board of Directors.Two member of the Company’s Board of Direc-tors are invited to attend all Committee meet-ings as representatives of the Board and its Man-agement Committee. For that reason the line-upof the committee cannot be broken down byage and gender.

The Internal Audit Committee meets as often asnecessary to deal with issues within its remit.The minimum number of meetings is 2 a year.

The Internal Audit Committee’s main mission isto assist the Board of Directors in complying withits audit-related obligations for audits of:

1. company internal audit procedures and sys-tems

2. company risk management procedures andsystems

3. company compliance with its legal and reg-ulatory obligations

4. how issues arising from internal audits arehandled, by analysing and reviewing all man-agement activities intended to address gaps.

At least once a year the Chairman of the InternalAudit Committee submits a report to the com-pany’s Board of Directors about the current in-ternal audit system, the risk management sys-tem, the degree of compliance with companypolicies, and the degree of success in settlingissues raised by internal audits.


BOARD OF DIRECTORS

COMMITTEESInternal Audit Committee

Business Conduct Committee

Management Committee

Executive Committee


Business Conduct Committee

The Board of Directors decided to establish aBusiness Conduct Committee which exercisesdisciplinary power within the company in linewith its approved Labor Regulation. The BusinessConduct Committee has 3 members; the HumanResources Director, the Chief Financial Officerand the manager of the department in which theemployee charged with a disciplinary offencecomes from. The Committee meets wheneverthere are disciplinary matters to be examined.For that reason the line-up of the committee can-not be broken down by age and gender.

The Business Conduct Committee is responsiblefor the following issues:

¬ Examining whether company staff com-plaints about working conditions in the com-pany are well-founded, in line with the provi-sions and the restrictions in the applicablelaws and Labor Regulation.

¬ Reviewing poor management of corporateaffairs.

¬ Hearing the employees involved or other wit-nesses in line with Articles 24 or 25 of its La-bor Regulation.

¬ Contacting Executives or other company em-ployees to obtain information, if necessary.

¬ Inviting company employee’s charged with adisciplinary offence to provide explanations.

¬ Taking a reasoned decision on whether or notto impose a disciplinary measure after disci-plinary proceedings are over.

¬ Briefing the CEO, submitting disciplinarymeasure imposed for approval and notifyingits decision to impose sanctions to the em-ployee concerned within a reasonable timeperiod.

‘Speak Up’

Since 2006-2007, we have developed andlaunched the ‘Speak Up’ program, a whistle-blowing mechanism that encourages suppliersand Vodafone Greece employees to point outany inappropriate conduct or practice by thecompany or its suppliers. Suppliers and Voda-fone Greece employees have the ability to raiseany concerns they have about the correctnessof procedures and practices implemented byVodafone Greece in the procurement sector bysending them to a specific email address or bycalling to a specific number. At the same time,Vodafone Greece undertakes to complete atimely investigation, follow-up and resolution ofall issues reported. From November 2012 on-wards it became possible to file an anonymousreport about behavior that is not compatiblewith the Code of Conduct (see page 7), or com-pany policies and procedures. Such reports cannow be made by phone or using a special web-site. In December 2012 the company’s lead sup-pliers were briefed about the ‘Speak Up’ programmore than 150 main and basic suppliers. Ourcompany in the context of information andawareness of all employees and management,held in December 2013 and February 2014 pre-sentations, that also included the program«Speak Up». During 2013-2014 we received fourreports, where after an internal investigation, itwas concluded that there was no violation ofcompany’s policies and/or intentional non-com-pliance with company’s business principles.

Assessing the impact of ouroperation

Once a year, in Vodafone Greece, we assess ouroperation and we evaluate the impact of the is-sues that affect us. Our aim is to identify the risksand the opportunities arising from our operation,products and services. In specific, the followingareas are examined:

¬ Contribution to public finance¬ Contribution to employment¬ Ethics – Corporate governance – Legislation

compliance ¬ Mobile phones – Base stations – Health /

Network deployment¬ Electromagnetic fields (ΕΜF) ¬ Privacy and security ¬ Employees¬ Occupational health & safety¬ Responsible supply chain¬ Responsible marketing¬ Services’ content - Spamming ¬ Responsible mobile phone and

internet usage¬ Customer experience

(billing, invoicing policy, etc)¬ Energy – CO2 emissions ¬ Waste ¬ Cooling - Fire suppression systems¬ Environmentally friendly products

and services¬ Water – noise pollution ¬ Transport¬ Emergencies¬ Accessibility of products and services to all¬ Utilising mobile communication

technology, products and services, with a positive economic, environmentaland social footprint


The process we follow to assess and evaluatethe impact of issues that affect us includes thefollowing stages:

1. Identification of direct and indirect impactsthat Vodafone Greece’s operations may have.The term “impact” includes the risks and theopportunities that may arise from the com-pany’s operations, products and services.

2. Risk or opportunity quantification, on a ratingscale of 1-5, where 1=minor and 5=intolerable

3. Evaluation of risk or opportunity likelihood,on a rating scale of 1-5, where 1=rare and5=highly likely

4. Significance assessment of identified risksor opportunities, based on likelihood andimpact

5. Prioritization and target-setting to minimiserisks or boost identified opportunities.

Identifying our Stakeholders’expectations

In compliance with the principles of ΑΑ1000standard, in order to recognise the needs and ex-pectations of our Stakeholders both in-houseand in the environment in which we operate, weimplement specific methods to foster dialogue(relevant analysis to follow) and to create a suit-able atmosphere in which opinions can be ex-pressed and exchanged.

The Stakeholders the company has identified inrelation to Sustainability issues are as follows:

1. Non-Governmental Organisations2. Government - Local Authorities – Institutions 3. Suppliers4. Journalists5. Academia6. Business Community7. Local Communities8. Owners of Base Station installation sites9. Parents – Teachers

10. Employees11. Customers

Stakeholder Engagement survey

To better understand the needs and expecta-tions of the society in which we operate, adher-ing to the principles of AA1000 standard, oncea year we perform a survey using an independ-ent research firm. That survey may include in-depth personal interviews, a quantitativephone survey and focus groups, depending onthe company’s specific needs.

The following Stakeholders’ categories partici-pate in the aforementioned survey:

1. Non-Governmental Organisations 2. Government - Local Authorities -

Institutions3. Suppliers4. Journalists5. Academia6. Business Community7. Business Customers

In 2013-2014 we conducted our 5th StakeholderEngagement Survey, on the basis of the phonesurvey methodology on the entirety of the sam-ple. The aim of the survey in question was forStakeholders to evaluate Material Issues pertain-ing to company operations, as well as the com-pany’s performance against specific indexes.

Regarding evaluation of Material Issues, the ma-jority of the company’s Stakeholders assess themas Extremely important /Very important in theirentirety, giving the following five issues highernotes as far as their importance is concerned:

¬ Contribution to employment (direct and indirect employment) (79%)

¬ Safe internet usage by children and teenagers (79%)

¬ Privacy and security (76%)

¬ Occupational Health and Safety (72%)

¬ Employees (employee training/development, benefits) (72%)

Processing the Stakeholder Engagement Sur-vey’s results, combined with the outcome of theassessment and evaluation of the “important”issues’ impact on company operations, estab-lishes – among others – the company’s MaterialIssues (see p. 2-3).

Face-to-face meetings

In the context of our consultation with Stake-holders, in order to inform them, while seekingto understand their needs and expectationswith regard to our Sustainability Program, weregularly organise face-to-face meetings. Thelist of Stakeholders includes – among others –representatives from Non-Governmental Or-ganisations, Business Community, National andLocal Government, National and Local Media.




General public survey

At Vodafone Greece we conduct a systematicnationwide survey of a representative sampleof the general public, with the aim to assessconsumer perceptions of the company’s brandimage. This survey reflects the degree to whichthe general public considers that VodafoneGreece is a company that operates responsiblytowards society as a whole, compared to othermobile communications companies and con-cretely supports the country’s economy andsociety.

We also evaluate the positive perception of ouractions in the Sustainability field based on an-nual surveys conducted by independent firmsin Greece. More specifically, according to theannual “Awareness and Social Behavior Index”(ASBI) prepared by MEDA Communication andVPRC, Vodafone Greece ranked 2nd in the CSRcomposite index, in terms of its recognizability,while it was 1st in the popularity index.

Vodafone Group People Survey

Once a year, all Vodafone Group companies, incollaboration with specialised external consult-ants, conduct the “People Survey”. This surveyis a tool which enables the company to listento its employees’ opinions on various issues re-lating to their level of commitment to the com-pany, their views about their managementpractices, their career prospects, job securityand work conditions, as well as their overall sat-isfaction. (see p. 42).

Employee survey on Sustainability

In July 2009, we conducted the first in-housesurvey to measure employee knowledge andperception of, involvement in and importancefor them of the Corporate Responsibility andSustainability programs we run. Employeeswere asked to evaluate these programs, to de-clare how often they took part in them and tostate their intention to participate in new pro-grams.

Participate in organisations

Both, the Vodafone Group and VodafoneGreece are members of international and na-tional organizations operating in the Sustain-ability sector. In particular, the Vodafone Group,and Vodafone Greece by extension, as a mem-ber, belong to the:

¬ GSM Association (GSMA) and GSM Europe¬ Global e-Sustainability Initiative (GeSI)¬ International Telecommunications Union¬ Joint Audit Cooperation (JAC)¬ Telecommunications Industry Dialogue on

Freedom of Expression and Privacy

Likewise, in Greece, Vodafone is an active mem-ber of the Hellenic Network for CSR. Moreover,Vodafone Greece is a Founding and Boardmember of the Business Council of the Hel-lenic Federation of Enterprises for SustainableDevelopment, which participates in the re-gional network of the World Business Councilfor Sustainable Development (WBCSD). Accord-ingly, it is a member of the CSR Committee ofthe American - Hellenic Chamber of Com-merce. The Vodafone Group, and VodafoneGreece, as a member, are also members of theFTSE4Good Index. For more information regard-ing the above organisations’, such as participa-tion start dates, please visit the relevantentities’ websites.

2013-2015 objective

1. Carry out the 5th Stakeholders Survey

2. Carry out the Employee Survey onSustainability programs.

2013-2014 result

The 5th Stakeholders Survey survey wascarried out.

Degree of success

100%

►2014-2015 objective

1. Carry out the 6th Stakeholders Survey.

2. Carry out the Employee Survey onSustainability programs.

Integrating responsibility into our Management Systems

At Vodafone Greece we have developed man-agement systems which are certified by accred-ited bodies. In this way we ensure an even moresystematic and efficient approach to CorporateResponsibility and Sustainability issues.

ISO 14001

The Environmental Management System we im-plement for all our activities and facilities hasbeen certified according to the requirements ofthe ISO 14001 standard since June 1999 (Certifi-cate No. 04.33.01/006 ELOT). In October 2013the annual surveillance audit of the Environmen-tal Management System was successfully com-pleted by the certification body Lloyd’s RegisterQuality Assurance (Certificate No. 362212Δ).

OHSAS 18001: 2007

The Occupational Health and Safety Manage-ment System we implement for all our operationshas been certified according to the requirementsof the OHSAS 18001 2007 standard. In 2013 theannual surveillance audit for the company’s Oc-cupational Health and Safety Management Sys-tem was successfully completed. Certificationwas carried out by the certification body Lloyd’sRegister Quality Assurance (Certificate No.PIR0362212/C).

ΙSO 9001:2008

The Quality Management System we implementfor all our operations has been certified accordingto the ISO 9001 standard requirements sinceMarch 1996. Since July 2002 the Quality Man-agement System implemented at the Vodafoneretail chain has also been certified according toISO 9001. This was an innovative step; VodafoneGreece was the first retail chain in the countryto receive such a distinction. This certificationensures that all points of sale across the entirecountry offer the same high standard of service,follow the same procedures and implementpractices focused on the customer. In 2013 the

annual surveillance audit of the Quality Man-agement Systems that are implemented to thecompany and to the Vodafone shops was suc-cessfully completed. The audit was carried outby the certification body Lloyd’s Register QualityAssurance (Certificates Nos. PIR362212/A andPIR362212/B).

ΕΛΟΤ ΕΝ ISO/IEC 17025

Vodafone Greece has an EMF (75MHz – 6GHz) &Noise Lab, accredited by the Hellenic Accredita-tion System, in line with ISO/IEC 17025/2005standard. The Lab was developed in March 2009(Accreditation No. 533) with an accreditationscope 75MHz – 3GHz. In March 2012, Lab’s ac-creditation was extended to environmental noisemeasurements, while radio frequency range wasextended to 6GHz (Accreditation No. 533-2). InFebruary 2013, the company successfully re-newed Lab’s accreditation from the Hellenic Ac-creditation System (Certificate No. 533-3). Theseaccreditations come as recognition of the reli-able scientific work Lab does and its problem-freeoperation. Lab is fully equipped and staffed withsuitable personnel who carry out EMF and envi-ronmental noise measurements in accordancewith national and international guidelines andstandards. The accreditation certificate ensuresthat Lab measurements are completely accurateand reliable. The validity of the procedure is en-sured by the annual audit performed by the Hel-lenic Accreditation System.

ISO 27001: 2005

Since 1999, as the first Greek mobile communi-cations company and on of the first in Europeand the Vodafone Group, has been certified forits Information and Data Security ManagementSystem in order to provide the maximum possi-ble security and protection of our customers’ da-ta (BS 7799). In June 2007, our company certi-fied with the newest ISO 27001: 2005 standard,which includes 133 security mechanisms andorganizational measures (Certificate No.: PIR362212 / F). The implementation of this systemprovides an integrated framework throughwhich the security risks are identified, tested andevaluated systematically as well as proposedthe security mechanisms to ensure the neces-sary protection level on our subscribers or em-ployees data. In October 2013 re-certification ofthe Information and Data Security ManagementSystem was successfully completed with nofindings by the certification body Lloyd’s Regis-ter Quality Assurance.

ISO 22301:2012

Vodafone Greece’s Business Continuity Man-agement System, which applies to the plan-ning, development, implementation, operation,maintenance and surveillance of mobile com-munications networks to successfully provide2G and 3G voice services, Short Message serv-ice, Mobile Broadband services, fixed telephoyservices and business customer internet serv-ices, customer service operations in Greece, aswell as sales and after sales customer servicefor mobile communications products and serv-ices – including mobile data services - is certi-fied according to ISO 22301 by the certificationbody Lloyd’s Register Quality Assurance

(Certificate No. 362212/K). Vodafone Greece isthe first mobile communications company inthe country to receive certification under theBS 25999 standard and one of the first withinVodafone Group. This certificate demonstratesthe existence of an effective Business Continu-ity Management System which seeks to ensurethe uninterrupted provision of critical Vodafoneactivities and services in the case of unforesee-able events. In 2013 the certification bodyLloyd’s Register Quality Assurance successfullycompleted the annual surveillance audit forVodafone Greece’s Business Continuity Man-agement System.

In March 2005, Vodafone Greece was in-formed of a security issue in its network. Soft-ware foreign to the network and capable ofperforming interception had been installedwithout Vodafone Greece’s knowledge in thenetwork software created, supported andmaintained by an external supplier. The for-eign software was removed without delay andthe Greek authorities were promptly informed.The authorities conducted investigations andsubsequently made the matter public in Feb-ruary 2006. As a result, the Administrative Au-thority for Secrecy of Communicationsimposed a €76 million fine on VodafoneGreece, which the company duly paid. Voda-fone Greece appealed against that to theCouncil of State, which handed down judg-ment No. 3319/2010 which accepted the ap-plication and overturned the entire fine. Thefine dully paid was returned to the companyvia settlement offsetting company fiscal obli-gations. The Administrative Authority for Se-crecy of Communications re-examined thecase in January 2013 and imposed a total fineof € 50.6 million on Vodafone Greece, that the


Vodafone Greece certifications



company duly paid. The company filed a peti-tion for annulment before the Council ofState, which was discussed in May 2014. Rul-ing is awaited. Likewise, the National Telecom-munications and Post Commission (EETT)imposed a €19.1 million fine on the company.The company lodged an appeal against thatDecision before the Athens AdministrativeCourt of Appeal. Judgment No. 1237/2011 re-jected that appeal. The Company has nowfiled a petition for cassation before the Coun-cil of State against that judgment, and thehearing date is set – following a stay – for De-cember 2014.

2013-2014 objective

Successful evaluation of the managementsystems by independent validation agencies.

2013-2014 result

Management systems successfully evaluated.

Degree of success

100%



Focusing on compliance with Group policies

As it is conducted in the entire Vodafone Group,Vodafone Greece evaluates the level of compli-ance to Group standards and policies. On an an-nual basis, the High Risk Policies are reviewedand in-depth checks are made to ensure thatVodafone Greece operation complies with Voda-fone Group standards. The aim is to ensure thelevel of compliance and to identify measurableareas that require improvement. The methodol-ogy is common within Vodafone Group, focusingon the risk that policy non-compliance entails.The annual evaluation is conducted by spe-cialised Vodafone personnel in order to ensurethe reliability of results and to provide a consis-tent view about compliance issues to Top Management.

2013-2014 objective

Successful evaluation of the implementationof 6 high risk policies according to VodafoneGroup requirements.

2013-2014 result

Overview of compliance on 6 high risk policiesand identification of 9 areas that requireimprovement.

Degree of success

100%


1. Implement remediation actions in the areasthat need improvement identified during 2013-2014.

2. Evaluate the 100% of the controlmechanisms for 7 high risk policies.

Integrating responsibility into our organisational structure

¬ Vodafone Group and Vodafone Greece haveboth set up Corporate Responsibility and Sus-tainability departments.

¬ The Vodafone Greece Corporate Responsibil-ity and Sustainability Department partici-pates in Vodafone Group Sustainability Team.

¬ To ensure better coordination of CorporateResponsibility and Sustainability issues, Voda-fone Greece has also established the follow-ing inter-departmental committees:

• the Energy and Environment Committeeand Team charged with implementingsound environmental practices

• the Content Standards Steering Commit-tee, charged with continuous monitoringof content issues, including adult servicesmade available via mobile phones. It is alsoresponsible for validating and implement-ing local policies and for adapting interna-tional Vodafone Group guidelines on thismatter

• the Health and Safety Committee at work,responsible for identifying and investigat-ing relevant issues and possible diver-gences from Greek legislation and compa-ny policies on employee Health and Safetyissues

• the EMF (Electromagnetic Field) SteeringCommittee, responsible for implementingVodafone Group policies on EMF and safetyissues and for ensuring compliance withGreek legislation.

Evaluating our Sustainabilityperformance

Based on procedures adopted by VodafoneGroup in 2003, we evaluate our practices and ac-tivities at a quantitative level.

More specifically, we collect the results of theprograms we implement and organise that datainto specific categories in line with our strategyin this field. We aim to ensure better manage-ment of that data and allow comparisons of per-formance on a year-on-year basis.

The results are collected twice a year basis andthe results are included in this Report. There areover 300 indicators. Each year the indicators in-crease in number to cover the constantly ex-panding range of sustainability issues which weaddress.

Evaluating the reliability of our financial results

The US Sarbanes-Oxley Act was developed andadopted by the US Securities Exchange Com-mission (SEC) to promote the quality of financialreporting by:

¬ promoting basic principles of business ethicsand corporate governance

¬ introducing internal mechanisms to managebusiness risks.

Given that the shares of Vodafone Group are alsotraded on US stock exchanges, Section 404 ofthe Act stipulates that the company should in-clude the following information in its Annual Fi-nancial Report:

¬ a statement certifying the adequacy of thebusiness procedures leading to financial re-porting

¬ certification of financial results through de-tailed internal audits and operationalprocesses

¬ corrective actions, measures and controls re-garding such results.

Since 2004-2005, Vodafone Greece has alsostarted implementing Section 404, by docu-menting and evaluating the effectiveness of in-ternal mechanisms for business risk manage-ment and the main processes and transactionsleading to financial reporting.


Vodafone Greece organisational structure for issues concerning Sustainability

VODAFONE GROUP VODAFONECHAIRMAN OF THE BOARD & CEO

Coordination Participation

**The Director is a member of company’s Management Committee with designated responsibility in his/her objectives for Sustainability.

GROUPFOUNDATIONS TEAM

CORPORATE AFFAIRSDIVISION*

SUSTAINABILITY ANDSOCIAL INVESTMENT

DEPARTMENT

CORPORATECOMMUNICATIONS AND

MEDIA RELATIONSDEPARTMENT

HEALTH ANDSAFETY COMMITTEE

EMF STEERINGCOMMITTEE

ENERGY ANDENVIRONMENT COMMITTEE

ENERGY ANDENVIRONMENT TEAM

ENERGY ANDENVIRONMENT

PROJECT TEAMS

GROUP SUSTAINABILITY TEAM

CONTENT STANDARDSSTEERING COMMITTEE



2013-2014 objective

1. Check proper implementation andapplication of corporate processes andchecks which safeguard: a) the correctness of financial results and b) company revenues.

2. Successfully obtain validation fromindependent auditors, who will certify thecompany’s compliance with therequirements of Section 404 of the Sarbanes-Oxley Act.

2013-2014 result

1. Successful assurance of properimplementation and application of corporateprocesses and checks, including correctiveactions and changes that were required.

2. Validation of company’s compliance(comments for improvement were includedbut these have no impact whatsoever on thefinancial results) by independent internal andexternal company auditors, in accordancewith the requirements of section 404 of theSarbanes-Oxley Act.

Degree of success

1. 100%

2. 100%


1. Successful assurance of properimplementation and application of corporateprocesses and checks, which safeguard: a) the correctness of financial results and b) company revenues as well as sign off ofthe Entity Certification Form by the CEO and the CFO.

2. Successfully obtain validation from inde-pendent auditors, who will certify the compa-ny’s compliance with the requirements ofSection 404 of the Sarbanes-Oxley Act.

Ensuring Business Continuity

A Business Continuity Management departmenthas existed within Vodafone Greece since 1997and its objective is to ensure the continuity ofessential business operations and critical serv-ices/processes, safeguarding the company’sbrand, reputation and revenue.

In 2013, our business continuity planning activ-ities focused on the following:

¬ improving the existing business continuityplans,

¬ testing the existing business continuity plansto ensure their effectiveness,

¬ continuing compliance with the ISO22301:2012 standard (Societal security -Business continuity management systems)

¬ providing training and briefings to employeesinvolved in business continuity plans.

2013-2014 objective

Continue compliance with ISO 22301:2012Standard.

2013-2014 result

Successful compliance of the BusinessContinuity Management System in line withISO 22301:2012 standard by the certificationbody Lloyd’s Register Quality Assurance.

Degree of success

100%


1. Successful audit for the implementation ofthe Business Continuity ManagementSystem by an independent certificationbody.

2. Successful completion of 80% of the annualplan to test business continuity plans

Coming into line with the briberylegislation

In July 2011 the UK law that combats briberycame into force. All companies in the VodafoneGroup that carry on activity in England and othercountries should come into line with the newbribery legislation.

Vodafone Group had issued, since 2008, a policyon combating bribery and corruption, in all thecountries where it operates, including VodafoneGreece (Anti-bribery Compliance policy).

This policy was reviewed for the first time in June2011 and has since been reviewed several timesto be in line with UK Bribery Act 2010.

Vodafone Greece issued the local policy “Anti-bribery Compliance policy” (March 2012) whichis in line with Vodafone Group’s policies and therelevant clauses of the legislation in force.

The main principle is one of zero tolerance ofbribery practices. Vodafone’s employees mustNOT receive or give any form of bribes.

In order to ensure that it fully complies with thisprinciple, Vodafone Greece implements the fol-lowing arrangements:

¬ Members of the management team and em-ployees are systematically brief about the le-gal requirements in this sector (via presenta-tions and e-learning tools), about how to dealwith cases of active and passive bribery, andabout how to report instances of bribery.

¬ Company suppliers are also briefed about thenew requirements and special limits havebeen introduced for existing contracts in linewith the Vodafone Group’s guidelines. It is alsopossible to report cases of bribery by contact-ing a specific email address as part of the‘Speak Up’ program (see p. 11)

¬ Cases of bribery can be reported by companyemployees (who can provide their name ormake an anonymous report) as part of the‘Speak Up’ program (see p. 11)

¬ Written assurances are provided by all com-pany Management team members about thenon-existence of bribery cases are systemat-ically provided.

¬ Risk methods and assessments are carriedeach year out to identify high risk areas andto specify improvements that need to bemade.

The Code of Conduct implemented by both theVodafone Group and Vodafone Greece containsa special section on the obligation to complywith this specific legislation. During 2013-2014there was no relevant incident of non compli-ance.

Performing internal audits of our operations

Vodafone Greece’s Internal Audit Unit is part ofthe comprehensive assurance model the com-pany has put in place to optimise and harmoniseits risk management activities.

The unit’s primary role is to conduct an inde-pendent, objective examination of how the com-pany operates and to propose ways to optimisethat based on the practices adopted by othercompanies in the Group and generally acceptedcorporate governance and auditing practices.

The annual audit schedule is prepared based onthe company’s estimated exposure to majorrisks. Estimated exposure is determined basedon risk assessments and the managementteam’s self-assessment auditing mechanism aswell as the independent assessment made bythe internal auditors. To ensure a high level ofservice is provided when implementing theschedule, auditors from other companies in theGroup who are experts in high risk areas are ac-tively involved in the audits carried out.

As part of its role, the Unit oversees the properimplementation of the annual self-assessmentof the internal audit framework for all processes,and overall compliance with Group policies. Therelevant questionnaires also cover Sustainabilityissues. The results of this assessment are signedoff by the CEO to underscore the importance ofthis exercise.

Exchanging examples of best practice

In the context of exchanging views, experiencesand best practices and coordinating joint strat-egy on Sustainability issues, the Vodafone Grouporganises:

¬ a Sustainability video conference once a yearattended by the relevant departments ofcompanies in the Group from around theworld,

¬ a monthly conference call among Sustain-ability officers from companies around theworld.

Collaborating with the academic community

In order to stay abreast of new trends which areemerging all the time in the mobile telephonysector, we collaborate with the academic com-munity. We respond to students from universi-ties and educational institutions who requestinformation on our operations and proceduresas part of the academic studies.




Communicating Sustainability principles

Vodafone Greece supported/participated in thefollowing conferences/workshops that promotethe principles of Sustainability and convey themto the public:

¬ 10 April 2013: 5th Infocom Green ICT Confer-ence

¬ 20 June 2013: Corporate Waste & RecyclingConference

¬ 7-8 June 2013: Energy and the Environmentevent organised by the Municipality of Herak-lion, Crete

¬ 27 June 2013: 3rd Corporate Social Respon-sibility Conference “People for the People”hosted by Capital Link

¬ 1-2 November 2013: 3rd Pan-Hellenic Inter-scientific Conference E-Life 2013

¬ 18 November 2013: 11th CSR Conferencehosted by the Hellenic-American Chamber ofCommerce

¬ 17 December 2013: Corporate Social Respon-sibility Seminar: The Business Case for the En-vironment” hosted by the Association of ChiefExecutive Officers and the Hellenic Networkfor Corporate Social Responsibility

¬ 12 February 2014: 4th Infocom Mobiles &Apps 2014

¬ 6 February 2014: 3rd Conference on internetsafety hosted by the Cyber Crime Unit

¬ 12 February 2014: Press Conference hostedby the 7th Regional Health Authority of Creteon the participation of Vodafone GreeceTelemedicine Program

¬ 25 February 2014: Corporate Responsibilityin Practice Conference hosted by MarketingWeek magazine

¬ 27 March 2014: Bravo 2014 Open Dialoguefor Sustainable Development and Responsi-ble Enterpreneurship held by the Quality NetFoundation

In the workplace environment, which we consideras important, we took the following steps to pro-vide our employees with more substantial infor-mation about the company's initiatives in the Sus-tainability field.

The actions design aim to maintain and furtherimprove the results of the Employee Survey con-ducted annually to measure knowledge, percep-tion, participation and the importance for employ-ees of the Sustainability programs we run.

¬ publication of 7 articles and in the corporateonline magazine ‘ejoin’,

¬ presentation of the results of our programs,prevailing global trends, and examples of bestpractices from other organizations on thecompany’s intranet (HUB),

¬ distribution of the Vodafone SustainabilityReport for 2012-2013 in electronic format,

¬ news about all company programs on thecompany’s bulletin board

¬ energy savings-related messages on the lo-gin screen,

¬ special messages on the thermostats at ourpremises reminding staff to correctly adjustthe temperature depending on the season.

Furthermore, in 2013-2014 we conducted theinternal communications campaign “DoingWhat's Right” that aimed at reminding to all em-ployees their obligation to comply both with thecompany’s Internal Regulation of Operation andthe Regulatory, and Legislative framework (atnational and international level) in which we op-erate and conduct our activities. The issues towhich particular emphasis was given were rele-vant to the requirements of legislation in force:

¬ Combating Corruption and Bribery¬ Key principles of Competition Law:

• Forbidden Agreements/Practices

• Random checks

• Penalties

The following issues were also covered:

¬ Reporting mechanism of incidents and/or behavior contrary to the Company’s Inter-nal Operation Regulation

¬ Ensuring subscribers personal data and privacy

¬ Applicable policies for the security and com-munication of sensitive Company informa-tion.

¬ Structure and operation of compliance poli-cies and procedures for all business opera-tions of the Company.


Repeat the “Doing What's Right” internalcommunications campaign.

1. Corporate magazine for employees

2. The ‘Hellenic Network for CSR’ logo

3. The ‘Hellenic Business Ethics Institute’ logo 2. 3.1.

Responsible Behaviour

At Vodafone Greece, in parallel with achieving our commercial

objectives we also take into account the impact of our operations

on society as a whole and take suitable steps in that regard with

measurable results. Depending on the extent of its activities -

without this necessarily translating into financial outlays- the

company is obliged to reduce the potential negative impact and

bolster the positive impact on the world around it.


Mobile Phones -Masts - Health - Network Deployment

Responsibly deploying our network

The rapid growth of mobile communications hasfamiliarised us with mobile phone usage, but notwith the technology required for their operation.As a result, while most people demand to be ableto use their mobile phones everywhere and at anytime, others are concerned about the way mobilecommunications networks operate. At VodafoneGreece, we deploy our network of Base Stationsin line with the guidelines issued by internationalscientific organizations and strictly comply withthe standards adopted in relation to public expo-sure limits to electromagnetic fields.

In addition to the national legislative require-ments, Vodafone Group has also developed a spe-cific policy and guidelines on Network Deploy-ment which specify how the following issues areto be managed and implemented:

¬ radio wave emissions

¬ environmental impacts

¬ network location planning and selection

¬ communication with local government repre-sentatives and local communities living closeto Base Stations

¬ awareness and support of Base Stations instal-lation sites owners.

In Greece, the safety exposure limits (basic restrictions and reference levels) for the general public are specified in paragraphs 9 and10 of Article 31 of Law 3431 (GovernmentGazette 13/A/3.2.2006) on electronic commu-nications and other provisions, as modified bythe Law 4070/2012 (Government Gazette082/Α/10.4.2012), as well as in Articles 2-4 ofJoint Ministerial Decision No. 53571/3839(Government Gazette 1105/B/6.9.2000) of theMinisters of Development, Environment, Plan-ning & Public Works, Health & Welfare, andTransport & Communications on Protectivemeasures for the public regarding the opera-tion of land antennas. That Joint Ministerial De-cision was based on Recommendation1999/519/EC of the Council of the EuropeanUnion on limitation of the exposure of the gen-eral public to electromagnetic fields (0 Hz –300 GHz) (see Table below) (OJ L 199,30.7.1999).

In addition, other safety factors have been in-corporated into the safety exposure limits forthe general public in Greece. More specifically,in the case of a Base Station installed within adistance of less than 300 meters from the

perimeter of buildings housing kindergartens,schools, elderly homes or hospitals, the limitsin Greece equal the 60% of the EU Recommen-dation while in all other cases they equal 70%.

Vodafone Greece’s mobile communications net-work has been designed and installed based onthe 60% of the recommended safety exposurelimits for the general public irrespectively ofwhether there exist kindergartens, schools, elderlyhomes or hospitals within a distance of up to 300meters from the Base Station installation. To en-sure compliance within the national legislation re-garding exposure limits, the company submits atechnical study on the radio emissions for everyBase Station to the Greek Atomic Energy Commis-sion (GAEC). Micro Base Stations (cells operationat very low power – total effective radiated poweris less than 164 Weirp) are excluded from the afore-mentioned requirement. Moreover, the companyhas the Vodafone ISO/ 17025-certified Environ-mental EMF and Noise Measuring Lab carry outregular checks (measuring the level of EMF radia-tion and noise) on a part of its Base Station networkeach year in collaboration with academic bodiessuch as Universities, NTUA and the GAEC. During2013-2014, 11 checks were carried out.

| 21

Benchmark figures in the Greek legislation in various frequency ranges calculated using a 70% and 60% reduction in the E-field strength,H-field strength, and equivalent plane wave power density (P). Mobile communications networks operate at frequencies of 900, 1800and 2100 MHz.

Safe exposure levels for the general public in Greece as a % of the EU’s safe exposure levels

70% 60%

Ε (V/m) Η (A/m) Ρ (W/m2) Ε (V/m) Η (A/m) Ρ (W/m2)

900 MHz 34.5 0.0929 3.1 31.9 0.0860 2.7

1800 MHz 48.8 0.1313 6.3 45.2 0.1216 5.4

2 –300 GHz 51 0.1339 7 47.2 0.1239 6

Frequencyrange

EMF measurements from 13 regions of Greece(which measured power density units, W/m2)are presented in the following table. The spe-cific measurements were performed either bythe Vodafone Greece accredited lab, accordingto ISO 17025, or by independent authoritiessuch as GAEC or Universities, responding to in-dividual requests or implementing their obliga-tions under Greek law.

In addition, mobile phones sold at VodafoneGreece shops comply with the ICNIRP guidelineson restricting the exposure of people to radio fre-quency (RF) fields. At the same time, we are alsoimplementing an integrated information pro-gram for stakeholders and citizens about issuesarising from the operation of mobile communi-cations.

2013-2014 objective

Workshop for the promotion of VodafoneGroup network deployment policy principles in order to inform the company’s employeesand contractors, whose responsibilities relateto deployment of the company’s network and how it is operated.

2013-2014 result

Given that a workshop took place in 2012-2013 and there were no significant changes in 2013-2014 regarding human resourcesinvolved in the network deployment andoperation, nor in related policies, a newworkshop was not organised.

Degree of success

0%


Workshop for the promotion of VodafoneGroup network deployment policy principles in order to inform the company’s employeesand contractors, whose responsibilities relateto deployment of the company’s network and how it is operated.

Global Group Policy Standard –Radiofrequency electromagneticfields – Risk Management

At Vodafone Greece we implement a Health andSafety for RF Electromagnetic Fields policy forthe proper management of potential risks for thehealth and safety of employees and the generalpopulation from exposure to RF fields. The policycovers all phases in the lifecycle of Base Stationsand terminals, from design and supply until op-eration and maintenance thereby protecting thesafety of employees and the general population.

Measuring exposure to RF fieldsfrom devices close to the body

Vodafone Greece requires that manufacturers

of mobile phones sold at its shops take meas-

urements of the Specific Absorption Rate (SAR)

for terminal use next to the ear in accordance

with the European standard EN50360 and IEC

62209-1.The company has also innovated by re-

quiring that manufacturers measure SAR values

following the new European protocol

(EN50566/2013) and the International protocol

(IEC 62209-2/2010), for devices use next to the

body. These measurements are designed to

check that the SAR is in compliance with the na-

tional and international standards.

Visual impact

Aiming to reduce Base Stations visual impact,Vodafone Greece in 1998 began to design styl-ish small-scale antennas with a low visual impactin urban, semi-urban and sensitive surroundings.In particular, Vodafone Greece:

¬ develops alternative methods for integratingantennas into the existing built environment,so as to avoid interfering with the natural sur-roundings

¬ creates special installations at existing build-ings and ensures co-location is achieved withother mobile communications companies.In 2013-2014 there were 18 special construc-tions and 11 collocations.

¬ special installations, which blend into the sur-roundings, are also used such as Stations inthe shape of a palm tree, cypress or churchtower, or even with the majority of the instal-lations located underground. These specialconstructions relate to Base Stations locatedin areas of special interest such as archaeo-logical sites or national parks.

22 |

Re s p o n s i b le B e h a v i o r

‘The apple of discord: Technology, antennas, mobile phones, health’


Average representative power Density

Region value [W/m2]

ATTICA 0.00766

EASTERN MACEDONIA & THRACE 0.0066

WESTERN GREECE 0.0041

THESSALY 0.0235

CENTRAL MACEDONIA 0.0137

CRETE 0.0086

SOUTHERN AEGEAN 0.0249

PELOPONNESE 0.0455

IONIAN ISLANDS 0.2416

WESTERN MACEDONIA 0.0062

NORTHERN AEGEAN 0.0243

CENTRAL GREECE 0.0009

EPIRUS 0.2479


Compliance with environmental provisions

At Vodafone Greece we prepare the environ-mental studies required by the relevant legis-lation in order to ensure that any possible en-vironmental impacts from the construction andoperation of Base Stations are avoided. De-pending on the Base Station category, weprepare either Environmental Impact Studies(EIS) or draw up and submit declarations agreeingto be bound by model environmental termsand conditions. Despite that, in 8 cases, a fineof €34,500 overall was imposed on the company,due to lack of proper studies. The complex, bu-reaucratic and time-consuming nature of thelicensing and installation procedure of basestations functioned until June 2012 as a brakeon the development of mobile telephony anduninterrupted communication among users. Itis illustrative that more than 15 central/localauthority services were involved in the licensingprocedure while the time needed for licensesto be issued could reach 3 years. The new legalframe set in 2012 shortens the procedure of

antennas installation. The new procedure ap-points EETT as one-stop-shop and allows con-struction of new antenna (or modification ofexisting one) within 4 months, having obtaineda positive opinion from the Greek Atomic EnergyCommission and the Hellenic Civil Aviation Au-thority (provided that no other competent gov-ernment body has issued a negative opinion).Existing antennas under licensing procedurecontinue to operate lawfully, under conditions,and a 24-month deadline was issued for thecompletion of the licensing procedure, that isalready extended for at least another 24 months(N.4249/2014) due to the large number ofpending applications in the authorities involved.It is worth noting that one of the most importantobjectives of the new legal frame is the simpli-fication of the licensing procedure. The relevantauthorities have issued environmental approvalsfor the 60% of the studies submitted by thecompany, while transfer of existing pendingapprovals is in progress, to the new legal frameof submitting declarations instead, where ap-plicable, in order to accelerate the license pro-cedure of the base stations.

Public perception surveys on mobile communications,technology and health issues

The qualitative and quantitative public percep-tion survey (2009) to learn the public's opinionabout how responsible the company is on mo-bile phone, technology and health issuesshowed that the public's main concern is its lackof understanding about technology and theneed for antennas and how they operate. In par-ticular:

¬ 67% of those questioned did not know that anearby antenna is needed for a mobile phoneto operate

¬ 79% of those questioned are not concerneddue to personal reasons but because of the in-formation they had heard/read about healthissues

¬ 60% of those questioned requested more in-formation about the way mobile phones andantennas operate.

In addition, the results of the Special Eurobarom-eter survey No. 347 (June 2010) showed thatthe majority of Greek citizens (81%) are con-cerned about possible risks associated with EMFfields, while 53% said they considered mobilephones to be a potential source of serious healthproblems.

Netpolis: Greece’s first web-based game using

mobile telephony technology

1819

45

Annual special constructions - Collocations

0

20

40

60

120

100

80

0

21 Collocations (with other mobiletelecommunications companies)

Special constructions

2013-20142012-20132011-2012Number

11

Informing the public

¬ During 2013-2014, we distributed more than600 copies of the “The Apple of Discord: Tech-nology, antennas, mobile phones, health”booklet via the Vodafone Greece shops, by di-rect mailing or at info-meetings with Greekauthorities, bodies, the mass media, to com-pany employees. This brochure explains (ineasily comprehensible language) issues suchas how mobile phones work, why we need an-tennas, the global and national regulatoryframework for mobile communications andthe views of the World Health Organization(WHO) and other respected international bod-ies on mobile ommunications, technologyand health issues in easy-to-understand lan-guage.

¬ In 2013-2014 we continued to offer informa-tion on the vodafone.gr website section enti-tled “Antennas, mobile phones, technologyand health” as well as at the company intranet(Hub). We also continued to offer training forcompany employees via the e-learning pro-gram entitled ‘Mobile Phones, Masts andHealth’. The program offers technically cor-rect and scientifically documented informa-tion on all issues that staff should be fully andproperly informed about so that they can an-swer any questions from the public properly.The program is available on the company in-tranet (Hub).

¬ In 2013-2014 we continued to provide Net-Polis, Greece’s first web-based game usingmobile telephony technology. NetPolis wasdeveloped under the supervision of ProfessorTheodoros Samaras, Aristotle University ofThessaloniki, Radio Communications Labo-ratory. The players, via the websitehttp://www.netpolisgame.gr, “build” theirvery own NetPolis mobile communicationsnetwork by complying with the technical re-quirements and the key rules of Greek law fornetwork deployment.

2013-2014 objective

Communicate issues of mobilecommunications, technology and healthbased on scientific developments in line with the needs of stakeholders.

2013-2014 result

Issues were communicated.

Degree of success

100%


Communicate issues of mobilecommunications, technology and healthbased on scientific developments.

Awareness and support BaseStation installation sites owners

Owners of sites where company Base Stationsare installed are major players when it comes tonetwork deployment and retention. The callcenter we designed and develop to handle siteowners has been operating successfully since2008 and handles a large number of questionsand requests daily, enabling those requests toeither be resolved immediately or sent to thecompetent departments for resolution.

In 2013-2014 in particular, the call center andthe relevant company department receivedmore than 14,700 calls including the number ofcalls made by base station owners directly tocompany employees. Almost all issues whicharose were resolved and the average time to res-olution was:

1. Construction issues: 15 days

1. Technical and procedural issues: 5 days

1. Relations between owners and local commu-

nities: Immediately

The call center contributes to maintaining a cli-mate based on collaboration between ownersand our staff and ensuring they can rely on eachother, and also to effectively managing issueswhich arise in good time so as to ensure the un-interrupted provision of company services andproducts. Our aim is to constantly improve BaseStation owner customer service levels by furtherdeveloping the call center so that it can handlethe ever-increasing number of issues involved.

24 |

1. 2.

1. Mobile measuring station‘HERMES’

2. Informative leaflet for ‘HERMES’ program



1.

| 25

1. Informative stand ‘HERMES’in the Science Center

and Technology Museum

2. Monitoring Station ‘HERMES’ in the Science Center

and Technology Museum

Supporting innovative University information programs

‘HERMES’ Program: 24-hour monitoring of EMF

The ‘HERMES’ program is an innovative round-the-clock system for measuring and checkingradio frequency electromagnetic radiation emit-ted to the environment from various sourcessuch as radio and television station antennas,mobile communications antennas and radars.The ‘HERMES’ program is being implementedby the Mobile Radiocommunications Labora-tory/National Technical University of Athensand the Radiocommunications Laboratory/Aris-totle University of Thessaloniki. In order to im-prove the program in terms of know-how andto respond to requests for the installation ofmore measuring stations, the ‘HERMES’ programworked with the University of Piraeus’ Internetand Telecom Systems, Services and SecurityLab/Information Technology Department. TheUniversity of Piraeus collaborates with the Na-tional Technical University of Athens and theAristotle University of Thessaloniki, which haveoverall responsibility for managing the ‘HERMES’program. Program technological equipmenthas been provided to the universities by VodafoneGreece to allow them to implement the program.

The University laboratories check and confirmthe measuring apparatus and post the resultsof measurements on the program websitewww.hermes-program.gr on a daily basis. Onthe website visitors can search for all measure-ment results, find general information aboutEMF, the views of international organizations,the Greek legislation, sources of further infor-mation and an interactive e-learning tool. Theprogram started back in November 2002.

In 2013-2014 the program was extended to 2new locations, with a total of 125 measuringstations in 13 Regions around Greece. A moni-toring station operates at the Thessaloniki Sci-ence Center and Technology Museum (NOESIS).The HERMES SMS service also operates as partof the program, which allows Vodafone Greecesubscribers, especially those with no internetaccess, to send a SMS free of charge from theirVodafone Greece mobile phone and receiveinformation about EMF levels in the areas where‘HERMES’ program stations are in operation. InApril 2008 the Aristotle University of Thessa-loniki’s Radiocommunications Lab began runningthe Mobile HERMES service which measuresand records EMF along main roads in urbanareas. During 2013-2014, the HERMES MobileMeasuring Station took measurements in 2Municipalities (the Municipality of Agia Varvaraand Egaleo).

In 2011 the new i–Hermes service became op-erational. This is yet another innovative serviceproviding information to the public about thelevels of the electromagnetic field in the envi-ronment. The service’s innovative feature isthat it can provide the public with immediateupdates about the results of measurementson computer screens installed in communalareas. For example, one of the HERMES program’smeasuring devices is installed on the roof of abuilding (e.g. a municipal building) and presentson a computer screen, located at the publicpremises of the municipality, the levels of theelectromagnetic field in the environment, inreal time. In this way, in addition to the HERMESprogram’s website, citizens are offered theoption of being informed in real time at the lo-cation of interest. I-Hermes operates in ourcompany buildings at Chalandri and Pallini, aswell as in the YMCA building in Thessaloniki.

The “ENIGMA” Information Programabout Electromagnetic Fields

The “ENIGMA” program was designed to developa documentation center and to provide informa-tion to specialists and healthcare professionals,providing public health and preventative medi-cine consultancy services. The program’s scien-tific team recorded the level of knowledgeamong specialists and healthcare professionalsabout modern lifestyle and technological de-velopment issues in the field of mobile commu-nications, and provided scientific guidance onthose issues.

2.



The program was implemented by the Healthand Epidemiology Laboratory of the Universityof Athens Medical School and the Hellenic So-ciety for Social Pediatrics and Health Promotion(HSSPPHP) from November 2006 to July 2013.Vodafone Greece supported the “ENIGMA” pro-gram.

The program’s scientific team updated the bib-liography every year and reviewed new scientificarticles every year. It also conducted researchto record the views and opinions of specific pop-ulation groups in order to determine their levelof knowledge about the impact of EMF.

An info-sheet and website were prepared for theprogram (www.enigma-program.gr), with infor-mation about the technology used to generateEMF, bibliographic sources about the conclu-sions of well-respected scientific bodies, resultsof published surveys and polls/ perception sur-veys on the level of knowledge among the gen-eral public and specialist population groupsabout EMF and health issues. Surveys were alsoconducted to record the views and opinions ofspecific population groups.

During the operation of the program, 44 info-seminars and 3 one-day workshops were organ-ised for members of the Medical Association,health educationalists and medical schools.More than 2,500 people attended the seminars.At the same time, the program was presented to62 Medical Conferences via an info-stand andrelevant brochures were distributed. More than12,430 brochures were handed out as part of theprogram.

During 2013-2014, the continuation of theENIGMA program was evaluated and it was de-cided that it should be terminated since its worksand objective have been achieved.

2013-2014 objective

1. Provide support for the activities of theNational Technical University of Athens andthe Aristotle University of Thessaloniki toextend the ‘HERMES’ program to 2 newlocations.

2. Evaluation for the continuation of theENIGMA program.

3. Provide support to the Aristotle Universityof Thessaloniki to conduct measurementsvia the ‘Mobile HERMES’ program, in 2 newareas.

2013-2014 result

1. Extended the ‘HERMES’ program to 2 newlocations.

2. The continuation of the ENIGMA programwas evaluated and it was decided that itshould be terminated since it has achievedits objective.

3. Conducted measurements via the ‘MobileHERMES’ program, in 2 new areas.

Degree of success

1. 100%2. 100%3. 100%


1. Provide support for the activities of theNational Technical University of Athens andthe Aristotle University of Thessaloniki toextend the ‘HERMES’ program to 3 newlocations.

2. Provide support to the Aristotle University of Thessaloniki to conduct measurementsvia the ‘Mobile HERMES’ program, in 3new areas.

CustomersImplementing responsiblemarketing practices andcommunication of our operation

In 2004 the Vodafone Group prepared a manualcontaining responsible marketing guidelines,which was updated in June 2012. The aim ofthose guidelines was to set advertising, pro-motion and responsible marketing standardsso that Vodafone’s marketing materials werelegal, proper, fair, sincere and truthful, and re-spected people’s differences in terms of age,gender, sex, religion and physical or intellectualabilities. For example we are seeking to:

¬ develop and distribute innovative productsand services to better meet our customersneeds, offering them the maximum possiblevalue in communication

¬ communicate without hidden charges, aimingto provide transparent information to ourcustomers

¬ communicate simply and clearly, aiming toprovide understanding of our messages fromall the consumers.

We also took the following steps to ensure com-prehension and transparency in relation to pricesand charges for all our products and serviceswhether aimed at individuals or businesses:

¬ preparation and updating of detailed tariff listswhich were distributed to all sales channels,

¬ tariffs are displayed on the company websiteand updated after any changes,

26 |

Information program ‘Enigma’


Vodafone Sustainability Report 2013- 2014 | 27

¬ reference is made to tariffs in all advertisingflyers,

¬ any change in tariffs or special offers is an-nounced in the press,

¬ use of letters, newsletters, microsites, presen-tations at meetings,

¬ clear-cut communications about the serviceswe offer.

2013-2014 objective

Check marketing materials in relation to therevised guidelines.

2013-2014 result

Vodafone Greece’s marketing materials werechecked. No non-conformities were found.

Degree of success

100%


Check marketing materials in relation to theguidelines.

We offer our customers anunparallel network experience,wherever they are

We, at Vodafone Greece, commit to provide areliable and technologically advanced mobilecommunications network which uninterruptedlycovers our customers’ communication needs,in terms of voice and mobile internet. We con-stantly upgrade our network and systematicallyinvest in the most modern technologies to pro-vide innovative services at the highest quality.

Since November 2012 our 4G network usingLTE technology which ensures that customershave an exceptional mobile internet experience,allowing them to send and receive large files ina short time and to play back high-definitionvideos at the highest quality.

Meanwhile, we utilise progressively the spectrumat the 900MHz frequency to offer data services,and offering thus greater signal penetrationand coverage even in inside spaces such asbasements.

Furthermore, with an aim to timely and accuratelyinform our customers in a transparent way, wecommunicate developments and evolution inour network across the country but also at alocal level, adapting our message according tothe technological evolution of our network ateach area.

We offer our customers cost controlof their usage wherever they are

Vodafone Greece is committed to being therefor consumers, to listening to their needs andto reacting to them by offering reliable highquality products and services. Our primary con-cern is to improve the level of service we offerand to protect subscribers.

Cost Control

As a company that strives to meet our sub-scribers’ need to have control over how muchthey pay, and to protect them in a simple, fastway from unexpected charges, Vodafone Greeceoffers since 2011 the Cost Control service.

¬ The service is automatically activated and isfree of charge for all pre-pay and post-paysubscribers, consumer and business. Sub-scribers receive a free SMS once they reach80% of the voice or data bundle of their tariffplan.

¬ All post-pay subscribers, consumer & busi-ness, can call or send SMS to 1284, with nocharge, at any time to check their remainingvoice/SMS or data bundle for their mobile.Pre-pay subscribers in particular can checktheir remaining allowances in real time bycalling 1252 free of charge or by sending afree SMS to 1252 containing the message ‘Y’.

¬ Respectively, all Vodafone Mobile Broadbandsubscribers, consumer and business, cancheck their data bundle allowance for theirlaptop or tablet at any time via the webpagevodafone.gr/myvmb. Even if the customerneeds to exceed his data allowance, he hasthe option to get an extra data bundle and en-sure even better cost control.

¬ The Vodafone Cost Control service is alsoavailable to all subscribers traveling abroad.

¬ Moreover, all post-pay subscribers, consumerand business, automatically receive a freeSMS when their airtime and SMS allowanceunder their tariff plan is renewed.

28 |

Usage Control

In December 2011 Vodafone Greece launchedthe Vodafone Usage Control service for all pre-pay and post-pay subscribers (consumer & busi-ness) which provides control of the remaing tariffplan usage via bar charts. The service is availablevia mobile phones (smartphones) free of chargeby downloading My Vodafone application or vialaptop or tablet through My account section ofvodafone.gr. Subscribers can register for My Ac-count free of charge at vodafone.gr or at anyVodafone shop.

The Vodafone Usage Control service won the2012 Innovation Prize at the National CustomsService Awards and the Grand Effie Award 2012at the Communication Prizes based on how ef-fective it was.

In 2013-2014, following detailed analysis ofmonthly e-surveys conducted with subscribersusing the services, but also following sugges-tions recorded by our customer care service, wehave simplified all electronic services provided.This update improved and simplified electronicservices tool, resulting in more customer-friend-ly services which provide a clear view of usageand charges in a quick and safe way.

In particular, subscribers enjoy the followingservices:

¬ Have access to their bills with call analysis(with a maximum bill retrieval period of 12months)

¬ Generate call reports using easy filters (i.e. inbundle / outside bundle usage)

¬ Bill payment and top up airtime 24h a day viaa secure environment

¬ Ability to activate prepaid bundles, renew air-time and bundle extension for pre-pay sub-scribers

¬ Directly communicate with their personal ad-visor, etc.

Listening to our customers needs

Young people

Understanding to the need of our younger sub-scribers who need to communicate with every-one irrespective of the network involved, we of-fer CU tariff plans with x-net minutes so that allCU subscribers can talk freely with their friends.Furthermore, in order to cover the need of youngsubscribers for cheap internet on their mobilephone, we offer free MB upon 10€top up. Also,CU users can each month participate in specialpromotions and receive “surprise gifts” from CUwith free communication for one and / or severaldays.

We also support students with exclusive offerswith free communication to CU subscribers, andalso bundles with lots of airtime to all networksfrom CU pre-pay, exclusive 1+1 offers, discountsin devices and accessories, as well as special of-fers for internet at their laptop or tablet.

Friends & Family

Aimed at all adult subscribers who are looking fora simple, easy-to-use pre-pay service, Vodafonepre-pay offered the possibility of automatically ac-tivating a 200 minutes x-net bundle for a monthupon 10€ top-up, with 5€ for the activation, settingfree their communication channels.

At the same time the company also offered theFriends & Family program which charges just €0.01a minute for calls placed to 2 other Vodafone num-bers of the subscriber’s choice without limitationany time of the day, any day of the week so thatthey can practically communicate free of chargewith loved ones.

At Christmas 2013, in cooperation with Procterand Gamble, we supported 50,000 families withfinancial difficulties, offering free communicationwith CU pre-pay for an entire year to each memberof the family so that they be in contact with theirloved ones.


Vodafone Usage Control



Mobile Internet

To allow all pre-pay subscribers to acquire easierinternet access via their mobile phones, we of-fered them the chance to surf the internet freefor almost 1 whole month a year, and offeredsmartphones at particularly low prices with a dis-count for first time pre-pay subscribers (whowere given the chance to acquire a Vodafonesmartphone at the preferential low price of €69).We also offered internet plans of up to 500MBfor just €5 so that all our subscribers could ac-cess the internet without having to worry aboutthe cost.

Vodafone International

We offer Vodafone International, a pre-paid tariffplan designed to cover the communicationneeds of immigrants in Greece. Customers allnationalities enjoy preferential rates when talk-ing or sending sms to their country of origin andalso benefit from free internet from their mobilephone as well as airtime. With every top-up, theyearn bonus airtime on our network or free MBsfor internet use from their mobile phone andfree airtime to the same pre-pay bundle. Also,they have the possibility to buy affordable bun-dles for additional airtime to all networks or evenfor additional MBs for internet use from their mo-bile phone, for only €1.

Post-pay subscribers

Taking into consideration our subscribers’ needto talk and send SMS towards all operators whileenjoying internet surfing worry-free, welaunched the new Vodafone RED tariff plans inDecember 2012. These plans are designed toprovide real worry-free communication with themost complete communication deal so far.

For the first time, Vodafone RED offers sub-scribers the option to have the following:

¬ Worry-free talk and SMS towards all networks

¬ A large number of MB for carefree internetsurfing from their mobile phone

¬ Share the MB of your mobile plan with yourlaptop or tablet anywhere you are

¬ Handset repair in case of accidental damageor failure from a liquid.

¬ Vodafone Protect service for protection ofyour personal files in case of handset loss ortheft.

¬ My Transfer service for transfer of your dataand contacts to the new mobile phone.

The Vodafone ‘Go Everywhere’ roaming planthat offers Vodafone RED subscribers the optionto use their voice, SMS and data bundles abroadfor a small daily cost. Even greater savings andunlimited communication for the entire familysince every member of the family has up to 20%discount with our family plan and an additional10% saving when combined with hellas onlinefixed or internet service.

Vodafone και Hellas On Line

Vodafone Greece, aiming to provide integratedcommunication solutions for mobile, fixed andadsl internet, proceeded with strategic co-oper-ation with hellas online in 2009. During all theseyears, listening to our subscribers’ needs wehave offered converged plans for mobile, fixedand internet resulting in communication costsreduction for family. To communicate combo of-fers we:

¬ developed advertising materials available in-shop featuring detailed tables and showingthe plans and the advantages of our specialoffers.

¬ advertised the itemised charges and com-bined tariff plans on the company's website.

Additionally, we provide customer service to allhellas online subscribers through the Vodafoneshops network.

Business subscribers

• Vodafone My BusinessVodafone Greece supports Greek business-men and SME businesses since the 2012launch of Vodafone My Business tariff plansdesigned to meet all their communicationneeds in a reliable, cost-efficient manner.Businesses enjoy a complete communicationsolution; they can communicate with all net-works by paying a single fixed charge withoutany add-ons. More specifically these tariffplans provide:

¬ Lots of airtime to all national mobile andfixed networks

¬ Build-in MB allowance for mobile phoneusage

¬ Unlimited intra-company communication

¬ The ability to use the airtime abroad.

• Vodafone Business Connect (VBC)

With Vodafone Business Connects we trulysupport businesses by proving a value formoney complete fixed and internet solution.

All self-employed businessmen and SMEbusinesses can enjoy real economy. By com-bining Vodafone Business Connect with Voda-fone My Business tariff plans, they can makeunlimited intra-company fixed and mobilecalls and have a 20% on VBC forever. None theless, they enjoy even more benefits with VBC:

¬ Unlimited calls to national land lines andcalls to 25 international land lines with do-mestic charges

¬ A free of charge domain name with thecompany’s name (ex. www.mycompany.gr)

¬ Company Web site development

¬ Unlimited 5GB accounts (ex. [email protected])

¬ A variety of additional digital tools and serv-ices that facilitate communication

¬ A single bill for mobile and fixed telephony,from one single provider and one singlepoint of contact

• Personalised treatment for businesses

With the purpose of always being by the sideof our customers, business people and enter-prises, Vodafone Greece created the first Per-sonalised Customer Service Team. Each Busi-ness is assigned to a Personal Advisor whoquickly and reliably handles any request. Ef-fectively, businesses save time as they don’tneed to deal with issues themselves, be puton hold or repeat their issues to several peo-ple until they are resolved, and the time savedcan be channeled towards their core busi-ness.

At Business Customer Care, personal advisorsoffer assistance relative to:

¬ Information on tariff plans and services

¬ Activation/deactivation of services

¬ Activation of call barring in case of deviceloss

¬ Clarification concerning their bill

The Business advisor visits customers at theirpremises whenever needed, following an ap-pointment, offering:

¬ Insights on their communication needs

¬ Detailed brief on new Vodafone GreeceBusiness Services

¬ Renewal of their business contacts

¬ Information on subsidies and devices

• Vodafone Greece Professional for Hoteliers

Vodafone Greece supports businessesthrough customised solutions that contributeto the businesses’ operation agility and com-petitiveness. In particular, we reinforce thetourism sector which is the country’s drivingforce, by offering Vodafone Professional forHoteliers, a complete solution for communi-cation, organization and promotion. This so-lution provides:

¬ Seasonal Vodafone Business Connect,Double Play (fixed and internet) with moreairtime during high season and a signifi-cantly reduced charge during low season,while Hoteliers benefit further if they com-bine it with Vodafone Mobile

¬ Vodafone for Hotels Service, which in-cludes an online service for organisingbookings and availability, promotional of-fers for Hotels, as well as more tools thatcan used from any device (pc, tablet, mo-bile phone with internet access). This serv-ice is free of charge exclusively for Voda-fone Greece subscribers.



• Vodafone Business Club

In order to reward our customers we createdVodafone Business Club which is addressedexclusively to Vodafone Business Customers(companies and other self-employed profes-sionals). The scheme’s goal is to provideunique exclusive product & services offers(apart from the core businesses communica-tion offerings) that are essential for business-es’ daily operation and contribute to their op-erational cost reduction.

Roaming servicesVodafone Greece’s new innovative ‘Go Every-where’ service allows all Vodafone subscribersto communicate abroad carefree. In particular,for just €4.99 a day in Europe (EU, Albania,Switzerland, Iceland, Lichtenstein, Norway, FY-ROM and Turkey) or € 11.99 a day in more than100 countries worldwide subscribers can:

¬ use their voice bundle towards all networksfor outgoing calls to Greece and to the coun-try they are in

¬ enjoy free incoming calls

¬ use the SMS that come with their tariff planto send sms to everyone

¬ use the data bundle of their tariff plan (MB) tosurf the internet, read emails or download ap-plications.

With Vodafone Cost Control service, all Voda-fone Greece subscribers have cost control oftheir usage across the world, since they are au-tomatically informed free of charge via smsonce they have reached 80% and 100% of thedata bundle. Also, as of November 2013, Voda-fone Greece offers its subscribers the possibility

of 4G roaming. Thanks to Vodafone 4G net-work, subscribers, consumer & business, havethe possibility to use mobile internet at 4Gspeeds which are 10 times faster in relation toother technologies, in Germany, United King-dom, Spain, Italy, the Netherlands, Portugal andRomania. At the same time, they may uploadand download large volume files, high defini-tion streaming and use multimedia applica-tions.

Mobile InternetFor all subscribers who wish to surf the internetwithout worrying about the cost entailed, evenif they are away from home, Vodafone Greece of-fered during 2013-2014:

¬ the option to surf completely free on theirmobile, laptop or tablet at amasingly fastspeeds via our reliable 3G network duringEaster, Summer and Christmas. Specifically,all pre-pay and post-pay subscribers, con-sumer and business, with integrated databundle or with add-on mobile internet plansalong with Vodafone Mobile Broadband sub-scribers could enjoy unlimited free mobile in-ternet. In addition, Vodafone subscribers withno mobile internet plan also had the oppor-tunity to surf the internet free of charge with-out limitation.

¬ As part of a competition run by the NationalResearch and Technology Network for whichVodafone Greece was chosen as the provider,we offered students and the academic staffof universities a University Mobile Internetplan for laptops and tablets at a particularlypreferential rate. The University Mobile Inter-net plan is a service designed to provide prac-tical support to the Greek academic commu-

nity. The plan offers 4GB to students and thestaff of Greek universities and technologicaleducational institutes for just €4.74 a month.Thanks to this initiative students and staff attertiary education institutes have wireless in-ternet access to the educational contenthosted by their institute or on the web and arealso being encouraged to utilise innovative,mobile communication-based platforms.

Vodafone Mobile BroadbandVodafone Mobile Broadband post-pay tariff plansaim at internet users that need their laptop ortablet connection away from home. Vodafonehas design cost-effective plans starting from€10/month to meet different needs. In addition,all Vodafone Mobile Broadband post-pay tariffplan subscribers need no longer worry about un-expected charges since from July 2011:

¬ they are informed automatically and real-time via SMS to Vodafone Mobile Broadbandapplication when they reach 80% of their dataallowance.

¬ when they reach 100% of the plan’s usage al-lowance, usage is frozen but they can opt tocontinue surfing or not. To continue surfingthey can buy an additional plan valid for 30days (500MB or 5 hours at a cost of €10and/or a 200MB or 2 hours plan at a cost of€5).

¬ Any Mobile Broadband users connected tothe service can check their remaining al-lowance at any time via the webpage voda-fone.gr/myvmb, that allows them to managetheir connection.



Vodafone KartoInternet

¬ The Vodafone KartoInternet service for all sub-scribers who want to connect to the internetvia a laptop or table without any bills or com-mitments, just logging on whenever they wantfor as long as they want. Given that many ofour customers need internet connections ontheir summer holidays, Vodafone Greece of-fered 30-days free internet access along witheach Vodafone KartoInternet connection thatincludes a SIM card for accessing the service,usage instructions and a wireless USB modem.When purchasing a Vodafone KartoInternetconnection all subscribers were given thechance to surf the internet free of charge froma laptop or tablet during their holidays.

Vodafone Internet 4 Sharing

¬ In April 2013 we launched the innovative In-ternet 4Sharing service that offers our sub-scribers the possibility to share their tariffplan’s MBs among other devices (tablet or lap-top) so that they may surf from wherever theyare and from any of their devices. Sharing ofMBs can be among up to four devices, whilethere is also the possibility of buying addition-al MBs with the Internet 4 Sharing service, sothat subscribers may freely enjoy faster mo-bile internet on their smartphone, laptop ortablet, no matter where they are.

At Vodafone, in order to avoid network conges-tion and ensure the quality of our network andthe services provided to our subscribers, we havedesigned and implemented the Fair Usage Pol-icy for tariffs, services and offers of Vodafone re-lated to unlimited usage (and/or any other cir-cumstances). For more information, please visitvodafone.gr.

Internet teamSince 2012 we have set up the “Internet Team”comprised of experts whose objectives it is toensure the provisions of fast, easy, straightforwardinformation and training to our customers aboutthe internet and smartphones, and the bestway to use them either directly or in conjunctionwith our products and services. This team helpsus ensure that customers are fully briefed andinformed at points of sale (shops, switchboards,website) from the very first moment they comeinto contact with the product so as to maketheir day-to-day life easier. Bearing in mind cus-tomer needs at all times, we monitor markettrends and strive to ensure the best possibleprices and to provide special offers on ourmobile phones and the services available in-shop and via our other sales channels.

Tap n Pay – The first application for contactless transactions via mobile phone in GreeceVodafone Greece and Alpha Bank, in coopera-tion with Visa Europe and First Data innovatedand presented to the Greek market in February2014 the first application for contactless pay-ments via mobile phone (mobile payments). Tap΄n Pay, the groundbreaking “mobile wallet”, en-sures maximum speed, ease and security intransactions, fully utilising the new capacitiesoffered by the NFC (Near Field Communication)technology.

The innovative Tap ´n Pay application requiresthe use of a special Vodafone Greece mobilephone SIM card, which safely stores the user’sAlpha Bank Enter Visa debit card. It allows carry-ing out contactless transactions by debiting thebank account associated with the debit card, atbusinesses that operate points of sale with spe-cial contactless readers. Tap ΄n Pay was intro-duced in Greece on a pilot basis, during whichselected users had the possibility to acquaintthemselves with the application as well as all itsprivileges.

Νapster service Vodafone was the first in Greece to become theexclusively reference in music, in July 2013through the cooperation with the global digitalmusic market, Napster. Napster allows VodafoneGreece subscribers to enjoy music on an unlim-ited and easy basis via streaming and access mil-lions of Greek and foreign music titles on theirsmartphone, the tablet, or desktop computer,no matter where they are. The service is avail-able for smartphones and tablets with Android,iOS (iPhone, iPad, iPod Touch) and windows, butalso accessible from a web browser for desktopcomputers.

32 |



Responding to consumer requests

We place great emphasis on the feedback we re-ceive from the public. The written complaintsconcerning Vodafone Greece transfered to thecompany were as follows:

¬ 904 from the EETT

¬ 428 from the Ministry of Development, 5

from the Consumers Institute and 4 from

‘Quality of Life’Consumer Association.

Vodafone Greece’s primary concern is to provideexcellent customer service and to protect itssubscribers. That is why the company has laiddown extremely strict terms and conditions forcollaborating with providers of Multimedia In-formation Services. We are in fact the first com-pany which has set a maximum monthly chargeper subscriber on associated companies. In ad-dition, we have included very strict penaltyclauses for associated companies in the case ofcomplaints from our subscribers. However, if thesubscriber wants to contact any third companyto cancel his/her subscription to a service, if theyknow the code number for that service, all theyhave to do is contact the Vodafone Greece Cus-tomer Service Department to obtain the phonenumber of that company. We also allow cus-tomers to call the Vodafone Customer ServiceDepartment, free of charge, to activate the blockon all multimedia information services or spe-cific series of numbers (which offer voice or smsservices).

Providing advice on the use ofmobile phones while driving

Apart from being illegal, using a mobile phonewhile driving is truly dangerous because it dis-tracts drivers and endangers both themselvesand others. Greek law on this point prohibits theuse of mobile phones and hands-free acces-sories. Mobile phones can only be used whiledriving using a hands-free kit with voice activat-ed dialing or answering or via a wireless blue-tooth. Failure to comply is a fineable offence. AtVodafone Greece, we are making every possibleeffort to provide systematic information on theproper use of mobile phones to all mobile com-munications users, regardless of the networkthey use by making information available on thevodafone.gr company website.

2013-2014 objective

Continue to provide information.

2013-2014 result

Continued provision of information.

Degree of success

100%



Informing and raising awarenessamong the public aboutSustainability issues

We provide systematic briefing to the generalpublic, regarding company’s Sustainability pro-grams, through articles, special publicationsand various information inserts in high circula-tion newspapers and magazines. In 2012-2013we updated the page about Sustainability is-sues on vodafone.gr so that it is easier for read-ers to directly find concise information aboutthe company’s Sustainability programs.

2013-2014 objective

Inform public about Sustainability issues viaarticles.

2013-2014 result


Degree of success

100%


Inform public about Sustainability issues viarelevant articles.

Safe internet usageby children andteenagersVodafone Greece bsafeonline: learninghow to use the internet safely

Vodafone Greece is keenly aware of the ever-growing need to ensure that children andteenagers can safely surf the internet. With thatin mind, it developed the well-roundedbsafeonline program. This program seeks toensure safe internet usage for all whether surf-ing the net from a mobile phone or computer.Vodafone Greece’s bsafeonline site offers suit-able mechanisms for controlling access to con-tent aimed at adults, for mobile phones andsuitable tools for providing information andraising awareness about safe internet usage.

Access Control mechanisms

• Vodafone MyWeb services menuAt Vodafone Greece, in the case of servicesaimed only at adults that are available via theMyWeb menu:

¬ We require mandatory age confirmation be-fore allowing access to the specific services.

¬ We allow parents to request that their chil-dren’s access to specific services to beblocked (Minors profile). Those users who dowish themselves or their children to have ac-cess to all Vodafone Greece services aimedexclusively at adults can stop those servicesfrom appearing on their mobile phone by call-ing the Vodafone Greece Customer ServiceDepartment and requesting activation of the‘Minors Profile’ for the specific number.

• Internet If a customer has entered the MyWeb menu

and wishes to enter the internet, a messageappears on the mobile phone screen inform-ing him/her that he/she is about to enter anarea not controlled by Vodafone Greece. Inthis case, at Vodafone Greece we provide toall of our customers the ability to control ac-cess, via their mobile phone, to content whichis freely available on the internet. They canjust contact the Customer Care departmentand ask to activate a special filter that limitsthe access to specific internet websites viatheir mobile phone.

• Youth Safe Pack To assist parents Vodafone Greece’s shops are

now offering a ‘Youth Safe Pack’ which is thefirst pre-pay card specifically designed for chil-dren. This SIM card comes with filters alreadyinstalled that deactivate access to adult-basedinternet content and also does not allow callsto be made to high cost numbers, chargeableincoming sms or high cost sms to 5-digit num-bers.

• “Vodafone Safety Net” application Vodafone Greece offers a ‘Vodafone Safety

Net’ application that allows parents –easy andfree of charge- in cooperation with their childto decide on how he/she will use a smart-phone’s functions. It is available for all Androidmobile phones.

Among other things the settings for ‘Voda-fone Safety Net’ allow parents to decide howlong each day their child can use the phonefor calls and internet access, and to set thesmartphone to only receive calls from a se-lected list of contacts. Thus, the applicationis a very useful tool against cyberbullying , asthe user does not receive calls or text mes-sages from unknown numbers or expunged ,while text messages which are received bysuch numbers, are stored in the mobile’smemory and can be accessed by the parent

If the application is deactivated by the childthe parent will be notified by SMS. The app isavailable from Vodafone Updates and AppS-elect and via the Play Store for all mobile com-munications subscribers (more than 9,000downloads have been already performed).


1.

1. bsafeonline program print insert

2. “Vodafone Safety Net” application

3. Youth Safe Pack 2. 3.


Safe internet usage information andawareness raising tools

• vodafone.gr/bsafeonline The main info-tool in Vodafone Greece's

bsafeonline program is the webpage voda-fone.gr/bsafeonline, that was developed tofamiliarise parents and anyone dealing withchildren and teenagers, about popular webservices, such as social networking sites (face-book, twitter), blogs, forums, apps, and abouttelephony and television over the internet.This webpage allows parents to learn aboutthe challenges that they or their children mayface when surfing the internet, such as spammessages, malicious communication, cyber-bullying, and unlawful / misleading content,etc.

The bsafeonline webpage focuses on eachage group individually, so that parents canfind out information based on their own chil-dren’s age, and learn about the web servicesthat are of interest to them and the corre-sponding challenges that exist. bsafeonline.gralso includes hints, tips and advice from ex-perts about the issue, such as K. Siomos, Psy-chiatrist, and Chairman of the Hellenic Asso-ciation for the Study of Internet Addiction andE. Sfakianakis, Director of the Electronic CrimeDivision of the Hellenic Police, as well as rep-resentatives of international web serviceproviders (such as facebook).

• Parent’s GuideInformation about safe internet usage is alsoavailable in hard copy in the updated Parent’sGuide, available at Vodafone shops or on thecompany’s website, vodafone.gr/bsafeonline.The updated Guide which replaces the firstParent’s Guide that was published in Greecein 2007 has been developed in cooperationwith two well-respected bodies in the field,the Hellenic Association for the Study of In-ternet Addiction and the Hellenic Society forSocial Pediatrics and Health Promotion.

• bsafeonline one-day events As part of the bsafeonline program, Vodafone

Greece held a series of info-events in variouscities nationwide in collaboration with childpsychologists from the Hellenic Associationfor the Study of Internet Addiction. Theseevents were intended for parents, teachersand anyone working with children. During theevents, participants were able to hear from ex-perts about the internet's unlimited potential,the risks users can encounter when surfingthe web and about internet addiction andhow to deal with it. Participants also had thechange to engage in discussion with expertsand have any queries they had answered. 2info-events here held nationwide in 2013-2014, attended by more than 110 parents andteachers.

• Teleconferences Vodafone Greece supports Teleconferences con-

ducted by the Cyber Crime Unit in schoolsthroughout Greece, through the Microsoft Office365 offered by the company. The Teleconfer-ences aim at raising awareness of children aged5-18 years, for the internet risk. During 2013-2014 school year approximately 2,150 studentswere informed.

• World Day for Internet Safety Vodafone Greece in cooperation with SKAΙ

group, at the World Day for Internet Safety,through SKAI television and SKAΙ and Melodiaradio stations, held a relevant campaign, in theframework of Vodafone “bsafeonline: Learn-ing to use the internet safely” program. Thecampaign aimed at informing viewers andraising awareness on safe Internet navigationthrough the use of short messages offeringuseful information and tips.

• Partnerships Vodafone Greece supported the Safe Surfing

Events organised by the Cyber Crime Unit ofthe Hellenic Police in cities across all ofGreece aimed at teachers, parents and chil-dren. It also supported in the 3rd Safe InternetConference organised by the Ministry of Citi-zen Protection and the Cyber Crime Unit ofthe Hellenic Police, to celebrate World SafeInternet Day on 6 February 2014. At the con-ference, Vodafone Greece presented dele-gates with an overview of its well-roundedprogram entitled ‘bsafeonline: learning howto use the internet safely’.


1. “Parents’ Guide”leaflet

2. bsafeonlineprogram logo 1. 2.


Operating framework

• Content Standards Steering Committee

At Vodafone Greece we have a Content Stan-dards Steering Committee which constantlymonitors the guidelines issued by VodafoneGroup at international level and applies themin Greece. Its functions include proceduressuch as content and services classification,SPAM reduction, as well as briefings about thenew communication methods via mobilephones (Social Networking, Instant messen-ger, etc) for non-adult users to ensure saferbrowsing.

• European Framework Vodafone Greece and Greece’s other mobile

communications companies have adoptedthe European Framework on Safer Mobile Useby Younger Teenagers and Children by incor-porating it into the existing Code of Conductfor mobile phone value added services andprotection of minor users, a self-regulation ini-tiative of the sector in Greece. Some of themain objectives of this MoU are to developmechanisms for controlling access to contentunsuitable for minors, to categorise contentso that content unsuitable for minors is clearlyand immediately recognizable, and to prepareinfo campaigns for parents and children aboutsafe mobile phone usage. At European level,Greece is one of the countries which has al-ready implemented the majority of the provi-sions in the European Framework.

2013-2014 objective

1. Leaflet distribution.

2. Hold bsafeonline info-events in 8 citiesnationwide.

3. Vodafone Mobile Broadband/tablets filterdevelopment.

2013-2014 result

1. Leaflet was distributed.

2. bsafeonline info-events organised in 2 citiesnationwide. (due to different internalpriorities, holding info events in 8 cities wasnot possible)

3. Filter for Vodafone Mobile Broadband/tabletswas developed.

Degree of success

1. 100%

2. 25 %

3. 100%


1. Leaflet distribution.

2. Hold bsafeonline info-events in 4 citiesnationwide.

3. Information of subscribers on VodafoneMobile Broadband/tablets filter availability.

Supply Chain

Applying the Code of EthicalPurchasing and supplierevaluation methods

Further to our collaboration with suppliers andNGOs and drawing on best practices, VodafoneGroup developed a Code of Ethical Purchasingso as to set social and environmental standards.In Vodafone, with the aim to integrate sustain-ability in our supply chain, we work together withour suppliers to help them adopt the Code’s prin-ciples and improve their social and environmen-tal performance. Vodafone expects from all itsassociates to follow or avoid practices describedin the Code. In particular, Code of Ethical Pur-chasing covers the following areas (for furtherinformation, please visit company’s websitevodafone.gr/sustainability):

1. Child Labor2. Forced Labor3. Health, Safety and Wellbeing4. Freedom of Association5. Discrimination6. Disciplinary Practices7. Working hours8. Payment – Insurance coverage 9. Individual Conduct

10. Environment



The compliance of the company’s suppliers andassociates with the principles of the Code of Eth-ical Purchasing is a contractual obligation, sincethese principles are incorporated in all contractssigned by the company and its suppliers and as-sociates.

New supplier qualification procedure

In Vodafone we have developed a special proce-dure through which it is determined how the company starts collaboration with newsuppliers.

Any new supplier, wishing to collaborate withVodafone, must follow the steps below:

1. Sign up at Vodafone electronic records ofsuppliers and accept the principles of theCode of Ethical Purchasing.

2. Fill in the Self-Assessment questionnaire, inwhich the supplier is invited to give details onthe level of compliance of their operation withthe principles of the Vodafone Code of EthicalPurchasing. The self-evaluation questionnaireincludes questions on labour issues, healthand safety, environmental management,bribery and corruption. More specifically, thesustainability criteria included therein are:

¬ Commitment to the Code of Ethical Pur-chasing, including policies on child andforced labour

¬ Public reporting of their performanceon social, environment and health &safety issues

¬ Certification of Environmental Manage-ment Systems to ISO14001or EMASstandards

¬ Certification of Health & Safety Manage-ment Systems to OHSAS18001 orequivalent

¬ Evidence that the supplier manages so-cial, environment and health & safety is-sues in its own supply chain

¬ Evidence that the supplier manages therisks and opportunities associated withclimate change

¬ Evidence of steps to manage and pre-vent bribery and corruption

¬ Evidence that a supplier managesequality, diversity and inclusion

¬ Evidence of how suppliers are addingsocial, ethical and environmental valueto society

3. Based on the supplier’s answers in the Self-As-sessment questionnaire, a Risk Assessment iscarried out regarding the company’s coopera-tion with the supplier. Based on the analysis re-sults, it is decided to:

¬ start cooperation with the supplier

¬ conduct an on-site audit to the suppli-er’s facilities in order to ensure that theiroperation is in compliance with the prin-ciples of the Code of Ethical Purchasing.

4. After successful completion of all above pro-cedures, “approval” is granted in order forVodafone to start cooperation with the newsupplier.

During 2013-2014, there was no need to conduct an on-site audit to a new supplier.

Supplier audits

In Vodafone, we conduct on-site audits to oursuppliers to ensure compliance with the Codeof Ethical Purchasing and systematically assessour cooperation with them, as well as their per-formance on project quality and delivery issues,business risk, privacy and security. Our aim is toachieve mutual trust with our suppliers via iden-tification of areas for improvement, and helpthem also improve their own sustainability per-formance. In cases of non-compliance, correc-tive actions are proposed and should any sup-plier systematically fail to comply withVodafone’s principles, rules and standards, co-operation with them is terminated. In order forVodafone to achieve improvement further downthe supply chain, we ask our suppliers to requireadoption of the Code of Ethical Purchasing, orother similar rules, by their own suppliers.

In 2013-2014 we carried out audits on 24 sup-pliers. As a result, we pointed out 57 findings, forwhich our suppliers agreed to engage in specificactions, in order to improve their performance.These findings involved the following issues:

• Compliance with Code of Ethical Purchasing

(4 instances); in specific:¬ Payment issues (1 instance), ¬ Individual conduct issues (1 instance) ¬ Disciplinary practices issues (2 instances)

• Quality (12 instances),

• Health & Safety (4 instances),

• Information security (28 instances),

• Business risk (5 instances),

• Physical security (4 instances)


‘Speak Up’

Since 2006-2007, we have developed andlaunched the ‘Speak Up’ program, a whistle-blowing mechanism that encourages suppliersand Vodafone Greece employees to point outany inappropriate conduct or practice by thecompany or its suppliers. Suppliers and VodafoneGreece employees have the ability to raise anyconcerns they have about the correctness of pro-cedures and practices implemented by VodafoneGreece in the procurement sector by sendingthem to a specific email address or by calling toa specific number. At the same time, VodafoneGreece undertakes to complete a timely inves-tigation, follow-up and resolution of all issues re-ported. It is also possible to file an anonymousreport about behavior that is not compatible withthe Code of Conduct, or company policies andprocedures. For more information on the specificprogram, please see page 11.

Vodafone Eco-rating

In July 2013, Vodafone innovated and launchedVodafone Eco-rating, a rating program for mobilephones, so that customers can choose the mo-bile phone they wish to buy based on environ-mental and social criteria too. The aim of the program is to motivate mobile phones manu-facturers to design and produce mobile phoneswith ever better environmental performance. Inaddition to that, we aim to motivate the manu-facturers to continuously improve their own en-vironmental and social performance, regardingtheir operation, thus promoting good practicesand developing social and environmental stan-dards in the area of mobile phones industry. Formore information on the specific program,please go to page 61 (or visit vodafone.gr/eco-rating).

2013-2014 objective

1. Complete the process of issuing and approvingthe updated Code of Ethical Purchasing in theGreek language, via company’s corporatedocumentation system.

2. Incorporate updated Code of Ethical Purchasinginto all contracts with the company’s suppliers.

3. Promote Vodafone Code of Conduct tocompany’s contractors, whose responsibilitiesrelate to the deployment of company’s networkand its operation.

2013-2014 result

1. Completion of process of issuing and approvingthe updated Code of Ethical Purchasing in theGreek language, via company’s corporatedocumentation system.

2. Incorporation of updated Code of EthicalPurchasing into 79% of contracts with thecompany’s suppliers.

3. Incorporation of Vodafone Code of Conductinto contracts with the company’s contractorswhose responsibilities relate to the deploymentof the company’s network and its operation.

Degree of success

1. 100%

2. 79%

3. 100%


1. Update existing Code of Ethical Purchasing inorder to enhance environmental standards andincorporate requirements for bribery andcorruption prevention.

2. Incorporate Vodafone Code of Conduct into allcontracts with the company’s new suppliers,whose responsibilities relate to the deploymentof company’s network and its operation.


Vodafone Eco-rating


Employees

Our employees at a glance

It is company strategy to try and attract, developand retain capable individuals to ensure that ourbusiness objectives and priorities are constantlyattained. Our objective is to be an “employer ofchoice” for both existing and future employees,by adopting processes and practices which seekto find and utilise people with talent and specialskills.

At Vodafone Greece we offer all employees(100%) competitive pay, irrespective of genderand irrespective whether they are on an open-ended or fixed-term contract or whether theywork full-time or part-time. That pay is higherthan the minimum salary set in collective laboragreements based on employee skill. We alsooffer side benefits.

In addition, we have a stock option scheme forspecific members of senior management, andwe also have a policy performance recognition,and a recognition scheme for all employees torecognise and reward innovative ideas and ini-tiatives which seeks to bolster morale and em-ployee dedication to the company.

It is also company policy to tie pay to employeeperformance in achieving strategic objectives.

The Vodafone Way

‘The Vodafone Way’ describes how we should op-erate and behave towards customers and to eachother so that we remain successful in the future.Our goal is for Vodafone to become an admiredcompany. We want our customers to admire usfor the experience we offer them, allowing themto communicate freely, reliably no matter wherethey are or what communication means theychoose. Our customers must therefore ‘experi-ence’ a company that is:

¬ Customer Obsessed: We want to exceedour customer’s expectations, understandtheir needs, increase their dedication and doeverything to make them feel important.

¬ Innovation Hungry: We are creating and of-fering new, innovative products and servicesand are constantly improving our systemsand procedures so that they are not a barrierto the development and implementation ofnew or improved ways of working.

¬ Ambitious & Competitive: We bring energyand passion to our work, we believe in our abil-ities and set high standards for ourselves andour teams.

¬ One Company, Local Roots:We work as onecompany across all markets to achieve the bestoutcome for our customers, employees andshareholders. We value our diversity and buildeffective teams to deliver outstanding results,taking into account the local aspect of eachmarket we operate in.

In order to achieve our goals, we need to have aconsistent way of operating, no matter wherewe operate.

¬ Speed: We operate with speed in the market.We focus on rapid response and set priorities,always ensuring high standards of quality andsafety.

¬ Simplicity: We make things simple for cus-tomers, associates and colleagues.

¬ Trust: We are reliable and transparent to dealwith, not just with our customers but witheach other. We act with honesty, fairness, in-tegrity, in a reliable way and appreciate thetrust and loyalty placed in us by our cus-tomers, our employees and our associates.

Vodafone GreeceHeadquarters in Attiki


Providing equal opportunities toour employees – Human Rights

Our aim is to create a working environmentwhere Vodafone Greece’s values can thrive,where there is respect for diversity, where peopleare treated with respect and dignity and whereeveryone has equal opportunities.

No case of racial or other form of discriminationwas drawn to the company's attention via avail-able communication channels. Women accountfor 52% of staff and 27.8% of managers arewomen. Moreover, 3 of the 13 members of theManagement Committee are women.

In addition, there is no discrimination when itcomes to employee pay/benefits. The samepay/benefits is offered for the same job irrespec-tive of gender. The company does not hire mi-nors and there is no such thing as forced labor.

Trade unions and collectivebargaining

A European Employees Council has been estab-lished at Vodafone Group level, in accordancewith the relevant EU directive and PresidentialDecree 40/1997 to effectively safeguard em-ployee rights to information and consultationwithin Community level undertakings.

A trade union has also been set up within Voda-fone Greece to safeguard and promote the work-ing, financial, and social security interests andthe employees acquired rights and to improvethose rights in qualitative and quantitativeterms. Trade union activity and employer con-duct are governed by the provisions of Law1264/1982. Article 16(4) of that Law states thatcompany representatives must hold regularmeetings with trade union representatives.

Improving communication and the exchange of ideas

All our actions concerning Vodafone Greece’shuman resources are governed by specific workprinciples that promote respect and confidencebuilding. Our objective is to create an open lineof communication between the company andits employees.

Through these communication channels, weaim at keeping employees abreast of companyaffairs (strategy, developments, new productsand services, company initiatives) and to provideproper, up-to-date information about companypolicies and systems and to bolster “corporateculture”. Line 3222, to which only company em-ployees have access, can be used to makephone calls. It is accessible from corporate andemployee mobile phone numbers (a numberthat has no fixed fee and is offered to employeesat preferential rates) and from office phones.Line 3222 can be used for accounts, services,and IT support.

A human resources help desk (Ask HR) has beenin operation since April 2003 which answersquestions from all company employees aboutpay, leave, overtime, internal job ads, Medicareand pension plans, training courses and othergeneral work-related issues. In 2013-2014 AskHR received 6,872 requests by phone or online.Of all requests, 96% were answered within 3working days by Ask HR help desk employees,while 91% of calls were addressed within 24hours.


| 41Vodafone Aπολογισμός Βιώσιμης Ανάπτυξης 2013-2014

2013-2014

Contract type Part timers TEI practice Full timers Seasonal Total

Men Women Men Women Men Women Men Women Men Women

Open-ended 13 21 0 0 732 769 0 0 745 790

Fixed-term 0 0 0 0 5 10 0 0 5 10

Total 13 21 0 0 737 779 0 0 750 800

2013-2014

New recruits New recruit departures

<25 25-34 35-44 45-55 >55 Total <25 25-34 35-44 45-55 >55

7 49 5 1 0 62 0 8 1 0 0

4 36 6 3 0 49 0 7 0 0 0

11 85 11 4 0 111 0 15 1 0 0

Gender

Women

Men

Total

Age range

2013-2014 2012-2013 2011-2012

Φύλο <25 25-34 35-44 45-55 >55 <25 25-34 35-44 45-55 >55 <25 25-34 35-44 45-55 >55

13 354 379 50 4 14 390 384 50 - 12 527 487 65 -

10 261 389 87 3 10 329 495 82 2 14 387 541 83 8

23 615 768 137 7 24 719 879 132 2 26 914 1,028 146 8

Gender

Women

Men

Total

Age

Lowest 21

Highest 60

Average 37

Gender

Women 52%

Men 48%

New recruits:

2013-2014 111

2012-2013 83

2011-2012 77

Departures

2013-2014 317 *

2012-2013 445

2011-2012 288

* 31.9% women & 68.1% men

2013-2014

Contract type Total %

Open-ended 1,535 99%

Fixed-term 15 1%

Total 1,550 100%

Level of education

Ph.D. 1%

Postgraduate studies 25.9%

University degree 22.5%

Technical Education Institutes 15.9%

College 5.3%

Institutes of Vocational Education 15.6%

High School 13.7%

Other 0.1%

Parental leaveVodafone Greece in addition to those provided by the legisla-tion on parental leave, enables working mothers who choosenot to make use of a six-month maternity protection of theEmployment Agency, the possibility of a 2-month absencefrom work with pay. In 2013-2014, 2 men and 21 women ben-efited from this childcare parental leave (regardless if theirleave began or ended in another fiscal year.

No. of Employees

2013-2014 1,550

2012-2013 1,756

2011-2012 2,122

Turnover*

2013-2014 6.7%

2012-2013 17.3%

2010-2011 7.8%

* The rate of staff turnover refers to the total number of vol-untary leavers divided by the number of recruitments duringeach year and the number of employees at the start of the year.


Sharing our opinion

Direct communication with employees is one ofthe most important aspects of the VodafoneGreece corporate culture and a way of buildingstronger relations with each other.

Vodafone Group People Survey

Once a year, all Vodafone Group companies, incollaboration with specialised external consult-ants, conduct the People Survey. This survey isa tool which enables the company to listen toemployees’ opinions on various issues relatingto their level of commitment to the company,their views about their management practices,their career prospects, job security and workconditions, as well as their overall satisfaction.The key indicators in this survey are:

¬ The Engagement Index

¬ The Manager Index

¬ the Employee Net Promoter Score whichmeasures the intention of company employ-ees to recommend its products and servicesto relatives and friends.

The manager’s effective management indexplays an important role in their evaluation, sinceit is a sign of the climate a manager creates with-in his team in order to achieve optimum per-formance. The results of the survey are dis-

cussed in-depth at meetings with individual di-visions with employee participation, and short-term and long-term action plans are preparedwhich are monitored in order to improve specificareas.

In the 2013 People Survey, Vodafone Greeceachieved a 92% participation rate. The engage-ment index was 84%, while the manager indexwas 79% and the Employee Net Promoter Scorewas 80%.

2014-2015 objective

Carry out the Employee Survey.

Strategy

In 2013-2014 a series of measures were imple-mented such as:

¬ Reviews of business issues every four months.In order to improve communication the com-pany holds Team Leadership Meetings everyfour months attended by around 135 execu-tives to discuss the company’s financial re-sults, key performance indicators, its achieve-ments and so on.

¬ Cross-functional projects to increase interac-tion between divisions in the mind of cus-tomers, in relation to the knowledge of issuesand the experience employees have.

¬ The ‘Make a Difference’ recognition program,with the aim of encouraging employees totake the initiative and propose innovative so-lutions that could be implemented to add val-ue, and rewarding those ideas which were putinto practice.

¬ ‘The Vodafone Way Global Heroes’ programcontinued. whose purpose is to identify andreward employees who embrace and live theprinciples underpinning ‘The Vodafone Way’and act in accordance with them every day. Atotal of 7 proposals were submitted from April2012 to March 2013, 6 of which received in-dividual or team rewards. These related toprojects of particular importance for the com-pany’s objectives and priorities.

The ‘Voice of the Customer’ program places em-phasis on customer experience issues, which ineffect helps Vodafone Greece executives focuson the customer so as to understand their needsand wishes. The program includes:

¬ Monthly visits by the Management Commit-tee to corporate customers, Vodafone Greeceshops and customer services.

¬ Monthly ‘Voice of the Customer’ meetingswith top company executives to solve prob-lems reported by customers.

Positions per gender

2013-2014 2012-2013 2011-2012

Managerial Staff Managerial % Staff % Managerial Staff Managerial % Staff % Managerial Staff Managerial % Staff %

Άνδρες 65 685 72.2% 46.9% 78 840 78% 50.7% 103 930 81.7% 46.6%

Γυναίκες 25 775 27.8% 53.1% 22 816 22% 49.3% 23 1,066 18.3% 53.4%

Σύνολο 90 1,460 100% 100% 126 1,656 100% 100% 126 1,996 100% 100%

Men

Women

Total



2013-2014 objective

1. Design the ‘Inspire to Change’ program andrun the program for all shop managers.

2. Continue cross-functional projects.

3. Continue the Skills Development Center forthe Enterprise Business Unit and ConsumerBusiness Unit.

4. Design and develop a skills developmentcenter for Commercial Operations Division.

5. Continue the recognition programs ‘Make aDifference’ and ‘The Vodafone Way GlobalHeroes’.

6. Run mentoring programs and workshopswith emphasis on developing leadership skillsfor company executives.

2013-2014 result

1. Design and implement the program to allVodafone shop managers.

2. Cross-functional projects continued to beimplemented.

3. The programs for the Enterprise Business Unitand Consumer Business Unit continued.

4. The specific courses were not held because ofother project prioritisation.

5. The recognition programs were continued.

6. Mentoring programs and workshops withemphasis on developing leadership skills forcompany executives were carried out.

Degree of success

1. 100%

2. 100%

3. 100%

4. -

5. 100%

6. 100%


1. Implement “Leading in the Vodafone Way”and “First Time Line Manager” programs tothe company’s managerial staff.

2. Continue the “Skills development center”program for the Enterprise Business Unit andConsumer Business Unit.

3. Redesign and implementation of trainingprograms for new recruited employees ofthe Commercial departments.

4. Continue 2 recognition and rewardingprograms.

5. Continue Μentoring and workshopsprograms with emphasis on development ofmanagers’ leading skills.

6. Create of commercial culture for 100% ofemployees through the “CommercialMentality” program.

7. Implement the new “Vodafone Way of Retail”training program on shops employees.

8. Continue the Marketing Academy programfor all employees of the marketingdepartments.

9. Implement the “Vodafone Way of Selling”program on corporate sales employees.

Providing opportunities for life-long learning

At Vodafone Greece, using ‘Performance Dia-logue’ and “Talent Reviews” procedures, supervi-sors exchange views about employees, agree ofdevelopment actions, succession plans and thesteps which ensure development and the reten-tion of talented people by the company. Theseprocedures have been designed to ensure thatcompany employees can engage in life-longlearning, training and development, while at thesame time support their work and contribute toeffective management of their career by equip-ping them with the necessary skills.

‘Performance dialogue’ seeks to ensure thateveryone falls into line with company strategyand to create development actions for every yearwhich will assist employees in attaining theirgoals.

Women in managerial positions per band

0

2

4

6

8

10

12

14

16

18

20

Band D: Director

Band E: Senior Manager

Band F: Director

5

1

19

2013-2014

0

5

18

2011-2012

4

1

17

2012-2013

44 |

Each year 100% of staff who have worked for thecompany for more than 3 months are evaluated.

During 2013-2014, 1,550 employees coveredby the procedure were evaluated, 48.3% ofwhom were men and 51.7% were women.

In an effort to bolster a meritocratic culture, ‘Per-formance dialogue’ is accompanied by calibra-tion meetings at the end of each fiscal year toensure that the evaluation criteria are matchedto the relevant roles across the entire company.

‘Talent Reviews’ entail discussions about em-ployee progress, succession plans, and the stepsrequired in order to achieve company strategicobjectives by properly preparing its human re-sources.

2013-2014 objective

100% participation by employees covered bythe annual ‘Performance Dialogue’ process.

2013-2014 result


Degree of success

100%



During 2013-2014, Vodafone Greece investedmore than € 269,000 on training its employees.

Training sectors we focus on are the following,combining training room, e-learning, actionlearning, workshops, as well as suggested bibli-ography:

1. Training in products/services

2. Training in scope of work/specialisation

3. Training in business skills/executives devel-opment

4. Training in health, safety issues and handlingemergencies

5. Orientation training

At the same time, the Vodafone Group has setup Vodafone Academies, which allow us to bol-ster our knowledge and skill sets. VodafoneAcademies include a series of options such asarticles, e-learning courses, webinars, videos,case studies, practical guides, developmenttools, and so on which are chosen depending onthe field of interest and the skills that need to bedeveloped to allow employees to perform theirjobs better. The materials are updated and im-proved at regular intervals, and are also an im-portant source of information on all topics anddevelopments in the sector in which each em-ployee works in.


The percentage of training hours per category of training 2012-2013

Health and Safety

New recruit training

Business skills

Products and Services

Technical skills/specialization

19%

5%

30%

12%

34%

Training – average no. of training hours per position

Managerial Staff

2013-2014 23.42 18.40

2012-2013 19.4 33.26

2011-2012 24.5 24.1

Training – average no. of training hours per gender

Men Women

2013-2014 20.08 17.05

2012-2013 22.84 21.92

2011-2012 30.78 30.6

Training – No. of hours per position and per gender (2013-2014)

Men Women

Managerial 1,416 528

Staff 16,740 13,356

Σύνολο 18,156 13,884

Training 2013-2014 (No. of hours per position and per gender)

Men 904

Women 814



Through our partnership with Harvard BusinessPublishing, all Vodafone employees now haveaccess to our Harvard Manage Mentor guidewhich is constantly being updated. Currently inversion 11 it helps improve knowledge and pro-motes personal development. The guide in-cludes a variety of topics that contribute to skillsdevelopment, team work, managing interper-sonal relations better and becoming more ef-fective in our day-to-day activities.

2013-2014 objective

Continue to bolster the corporate culture byemphasising 'The Vodafone Way', by developingskills and competences related to thecustomer-centered approach and bydeveloping and growing good executives.

2013-2014 result

Continue to bolster the corporate culture.

Degree of success

100%


Continue to bolster the corporate culture“The Vodafone Way” for 100% of employees.

Strategic partnerships with universities

As part of our objective to build the best possibleteam and to provide a productive working envi-ronment that encourages knowledge acquisi-tion and personal growth and development:

¬ We support students from Greek universitieswho want to do work experience at the com-pany.

¬ We encourage the transfer of knowledge viaeducational workshops and lectures given bytop company executives.

¬ We collaborate with students and their profes-sors on dissertations that are being prepared.

¬ We actively participate in career days held byUniversity Departments

¬ We offer positions to students to allow themto acquire experience. During 2013-2014 aspart of the Discover Graduate Program we gave11 talented young men and women who hador were about to finish postgraduate studiesthe chance to work for remuneration with thecompany on specific projects for a 12-monthperiod.

2013-2014 objective

Continuation of the ‘Discover Graduate Pro-gram’ with the goal of recruiting 10 postgradu-ate students or/and alumni.

2013-2014 result

11 postgraduate students were recruited.

Degree of success

110%


Continuation of the ‘Discover Graduate Pro-gram’ with the goal of recruiting 11 postgradu-ate students or/and alumni.

Protecting employee health and safety

Health and Safety issues are managed in accor-dance with Greek laws and international stan-dards (OHSAS 18001) with a system guarantee-ing the health and safety of Vodafone Greeceemployees in all aspects of their work and focus-ing on risk prevention.

Since June 1999, we have held ELOT 1801 cer-tification; which in February 2007 becameOHSAS 18001:2007 certification; proof of ourresponse to the requirements for systematicmanagement of employee health and safety is-sues for employees, associates and customers.

We collaborate with Work Doctors and Occupa-tional Health and Safety Consultants to coverthe needs across all of Greece and provide ad-vice and guidance about the measures to be tak-en to ensure the safety and mental and physicalhealth of our employees. Safety Engineers andWork Doctors make regular visits to all companyfacilities (buildings, shops, Base Stations) andmake recommendations to Management abouthow the company can comply with Greek lawand international standards.

A Health and Safety Committee has also beenset up chaired by the Human Resources Directoror the Occupational Health and Safety Officer,which also includes employees at all managerialgrades and from all company divisions/ depart-ments, who represent all company employeeson Health and Safety at work issues. The Healthand Safety Committee meets 4 times a year toprevent occupational risks and improve workingconditions.

At Vodafone Greece in order to confront emer-gencies, we have prepared and implemented anemergency plan at all its facilities and during2013-2014 10 evacuation drills took place at allcompany facilities in which 1,750 employeesparticipated. The company also makes use ofSafety Volunteers who assist in evacuating col-leagues, associates and customers from build-

‘6 Absolute Health and Safety Rules’promotional material

ings if need be. Currently, there are 85 Safety Volunteers.

Moreover:¬ There is a regular ‘Health and Safety Week’

each year, attended by employees and asso-ciates involved in high risk activities so as toraise awareness and provide information, al-low views to be exchanged and obtain com-mitments from everyone about continuousimprovement.

¬ We carry out reviews on high risk associatesand on-the-spot checks while work is beingcarried out at our facilities to develop a sharedcultured when it comes to safety issues.

¬ We trained employees working at heightsabout how to work safely at heights, to ware-house staff about safe work in warehouses andthe handling of forklift trucks, to companymessengers about safe driving and to safetyvolunteers about first aid and fire fighting.

Our company has adopted the ‘6 Absolute Rulesfor health and safety’ worldwide, which aim toreduce accidents and incidents across the entirerange of its operations. These 6 rules are manda-tory for all employees and associates, and thecompany will not accept any breach of theserules.

¬ Mandatory use of Personal Protective Equip-ment.

¬ Avoidance of work with electricity by col-leagues and associates who are not certifiedand suitable for that work.

¬ Prohibition of work while drunk or under theinfluence of prohibited substances.¬Mandatory use of seat belts when driving.

¬ Prohibition of the use of mobile phones whendriving.

¬ Prohibition on speeding while driving.

In order to brief company executives about the 6Absolute Rules and foster a Health and Safety atwork culture, the company plans various activitiessuch as training sessions/briefings, talks, and soon.

2013-2014 objective

1. No increase in workplace accidentscompared to 2012-2013.

2. Develop and run an e-learning programabout occupational health and safety issues for 35% of employees.

2013-2014 result

1. No increase in workplace accidents.

2. e-learning program followed by 58% ofemployees

Degree of success

1. 100%

2. 166%


1. No increase in workplace accidentscompared to 2013-2014.

2. Develop and run an e-learning programabout occupational health and safety issuesfor 90% of employees.




In order to highlight those areas of the workingenvironment and its processes requiring im-provement, Vodafone Greece also monitors em-ployee sickness and accident leave.

More specifically:

Ratio of direct staff days off work lostdue to accident or illness*

2013-2014 0.96%

2012-2013 1.26%

2011-2012 1.28%

*The percentage of days off work lost due to accident or ill-ness divided by the total number of working days (VodafoneAlbania is not included)

Voluntarily offering benefits to employees

Vodafone Greece offers its employees benefitsthat include:

¬ medical scheme for all employees and theirdependents

¬ favourable policies for working mothers, forthe period of maternity

¬ one additional day off during Christmas/NewYear

¬ regular check-ups for employees engaged inhigh risk activities (base station employees,warehouse staff and messengers) and dailycooperation with Work Doctors

¬ a fully equipped gym is in operation at thecompany’s headquarters for employees touse and keep in shape a basketball teamwhich takes part in company championship

¬ financial support for the participation of em-ployees’ children in summer camps all overGreece

¬ once a year organise a party for employees’children, at which gifts are distributed

¬ discounts and special offers on companyproducts

Moreover, as far as the pension plan is con-cerned, Vodafone Greece offers all employeesthe opportunity to participate in a group pensionplan. Employees who want to participate in theplan, pay mandatory monthly contributionswhich are withheld from their salary which areequal to a figure corresponding from 1% to 10%of their basic salary. The company pays monthlycontributions for all employees participating inthe plan equal to 2.5% of their salary. In 2013-2014, this figure was approximately €1,280,000.

Table of accidents

(all accidents cited involved loss of working time )

Fatal accidents involving company staff

Fatal accidents involving associates andcontractor's staff

Third party fatal accidents (customers, etc.)

Uncontrolled work-related accidents (i.e. accidentswhich occurred one hour before or after workinghours away from company facilities) involvingcompany staff

Controlled work-related accidents (i.e. accidents atcompany facilities) involving company staff

2013-2014 2012-2013 2011-2012

0 0 0

0 0 0

0 0 0

5 2 1

2 2 3

( Women: 100%) ( Men: 100%)(Men: 50%Women: 50%)

(Men: 50%Women: 50%)



The gym in Vodafone GreeceHeadquarters in Attiki

Eco-Efficiency

At Vodafone Greece our objective is to make as much as possible for

customers, while consuming fewer resources. Our objective is to reduce

environmental impact across the spectrum of our operations, starting

from the design and manufacture of products and services that we

promote to the market, and including the use and disposal from our

customers. These programs are managed as part of the Environmental

Management System which is ISO 14001 certified for all the company

activities and facilities.


Eco-Efficiency

Environmental aspects of a mobile telecommunicationscompany’s operation

Electromagnetic fields

Από τη λειτουργία του δικτύου κινητής επι-

κοινωνίας εκπέμπεται ηλεκτρομαγνητική

ακτινοβολία στο περιβάλλον η οποία το επη-

ρεάζει. Για το λόγο αυτό, οι προδιαγραφές λει-

τουργίας του εξοπλισμού δικτύου πρέπει να

ακολουθούν τα όρια που θέτουν διεθνείς ορ-

γανισμοί (π.χ. Διεθνής Επιτροπή Προστασίας

από τις Μη Ιονίζουσες Ακτινοβολίες - ICNIRP).

Energy

The energy that is consumed to cover the oper-

ational needs of the company is mainly pro-

duced from conventional energy sources (e.g.

lignite, oil. etc.). The combustion of these

sources results in the increase of carbon dioxide

emissions to the atmosphere. Carbon dioxide is

one of the greenhouse gases that lead to global

warming and climate change.

Ozone layer (ODS)

Some cooling and air-conditioning systems use

sudstances such as hydroclorofluorocarbons

(HCFC) that could damage the ozone layer.

Wastes

For the operation of the company, a wide range

of materials is used (e.g. network equipment and

mobile phones to office consumables) which af-

ter having reached their end-of-life, could be:

¬ re-used

¬ recycled, or

¬ disposed of at landfills or illegal dumpsites.

The last option hinders the danger of contami-

nating underground waters and the soil with

heavy metals (e.g. lead, mercury, cadmium, etc.)

or other dangerous substances.

Resources

Company operation requires the use and con-

sumption of natural resources (e.g. water) and

materials. This use causes the depletion of nat-

ural resources (e.g. water, minerals, trees, etc.),

and the deterioration of the atmosphere, the

surface and underground waters and the soil

from the production of these materials.

Transportation

Employee transportation to work along with

business air-travel, contribute to global warming,

air pollution, and the increase of road traffic.

Visual Impact

The operation of the company’s mobile telecom-

munications network is based on Base Stations

for the reception and transmission of radio’s sig-

nals. These Base Stations could have a visual im-

pact in urban, rural and environmentally sensi-

tive areas.

| 49

SHOP

12

3

4

5

2 3

2 3 41

2 3

2 31

5

1

1

41

50 |

Eco - E f f i c i e n c y


Preventing CO2 emissions to the atmosphere*

We are implementing programs through which wesignificantly reduce energy consumption at ournetwork and offices. In 2013-2014 we estimatethat we prevented the emission of more than50,900 tons of CO2 into the atmosphere via ourenergy efficiency programs and the use of renew-able energy sources, activities which are outlinedbelow. The cost savings from these energy pro-grams are in the order of € 11.5 million, a figurewhich represents 1.62% of the overall companyturnover.

2013-2014 objective

1. Prevent the emission of 50,000 tons of CO2.

2. Reduce, by 2020, CO2 emissions by 50%against a 2006-2007 baseline (this is a Vodafone Group overall commitment).

2013-2014 result

1. The emission of 50,933 tons of CO2 was pre-vented.

Degree of success

1. 102%


1. Prevent the emission of 51,000 tons of CO2.

2. Reduce, by 2020, CO2 emissions by 50%against a 2006-2007 baseline (this is a Voda-fone Group overall commitment).

Innovating by using renewable energy sources

Utilising solar energy, having installed hybridphotovoltaic systems at 45 Base Stations, locat-ed in non – urban areas, not covered by the na-tional grid, which operate with diesel-fuelledgenerators. During 2013-2014 we improved ef-ficiency of photovoltaic systems by modifyingconnection with electric charge, thus resultingin an approximate 25% increase in the amountof energy available for use. The energy producedby the photovoltaic systems is 0.6% of the totalenergy used by the network.

2013-2014 objective

Integration of photovoltaic systems at 30 more base stations in order to implementthe combined operation of photovoltaic and hybrid schemes.

2013-2014 result

Photovoltaic systems were integrated at 38 more base stations in order toimplement the combined operation of photovoltaic and hybrid schemes.

Degree of success

127%


Transfer of photovoltaic systems from basestations that were connected to the power grid to 10 more base stations, which arepowered by generators in order to implementthe combined operation of photovoltaic and hybrid schemes.

Energy consumption allocation 2013-2014

67%

1% 4%

15%

3%

8%

1%1%

BS (Grid)

BS (Generators)

BS (Solar Energy)

Data centers (Grid)

Offices (Grid)

MTXs (Grid)

Shops (Grid)

Offices (Gas)

CO2 emission prevention fromVodafone Greece programs

0

20,000

40,000

60,000

80,000

100,000

160,000

140,000

120,000

50,933

98,757

C02 emissions prevention

C02 emissions

2013-20142012-20132011-2012Ton (tn)

47,976

109,782

50,663

105,989

*In 2013-2014 the method for calculating energy savings at

base stations was improved. For that reason, results regard-

ing CO2 emission prevention from company’s programs, for

the last 2 years, have been adjusted accordingly, in order to

ensure comparativeness of results.

Saving energy across our network*

Heating/Cooling energy savings

Base Stations

At Vodafone Greece we save heating/cooling en-ergy at Base Stations which accounts for around50% of their total energy consumption. Savingsare achieved by installing ‘Free Cooling’ systemsthat take into account the external temperature,maintaining areas adequately cool.

Where ‘Free Cooling’ systems cannot be in-stalled, ‘inverter’ air-conditioners are used whichconsume less energy than conventional air-con-ditioners.

Free cooling systems are installed at all newBase Stations resulting in more than 60% heat-ing and cooling energy savings. Moreover, aspart of the network upgrade program, old tech-nology systems are gradually being replacedwith new reduced energy consumption tech-nologies.

As a result of these initiatives, approximately70% of the base stations air-conditioning unitsare either “free cooling” or “inverter” operated.Furthermore, since 2006-2007, we have beengradually adjusted cooling and heating temper-ature set-points at base stations so as to reduceenergy consumption. During 2010-2011, we fur-ther increased cooling temperature (from 28oCto 32oC) thereby significantly reducing energyconsumption.

MTXs and Data Centers

Since 2006, at Vodafone Greece we have imple-mented all the necessary actions, in order tosave heating and cooling energy at MTXs andData Centers which accounts for around 50% oftotal energy consumption at a MTX and DataCenter. In 2013-2014 back-up air-conditionerswith a total installed capacity of 1,100 KW at thecompany’s MTXs and Data Centers were kept of-fline, resulting in energy saving of 1,009 MWhand 998 tons of CO2 prevention from being emit-ted in the atmosphere.

Since 2008, we have increased the cooling tem-perature point in the areas of MTXs and DataCenters, from 21oC to 23oC and 25oC, dependingon the needs of each area, thus resulting in 600MWh energy savings, in 2013-2014, and 593tons of CO2 prevented from being emitted in theatmosphere.

New telecommunications equipment at Base Stations

In 2011-2012 we started replacement of exist-ing 2G and 3G access network equipment withnew tech equipment. The new equipment cansupport both technologies at the same time andis around 25% more energy efficient. In addition,placing part of the equipment outdoors reducescooling needs thus contributing to further re-duction of energy consumption. By 2013-2014,the installation of new equipment has resultedin an overall energy saving of about 3.1 GWh,while more than 3,300 tons of CO2 are preventedfrom being emitted in the atmosphere.


Photovoltaic System in Base Station

*The company’s network includes Base Stations, MTXs and

Data Centers. In 2013-2014 the method for calculating en-

ergy savings at base stations was improved. For that reason,

results regarding energy efficiency from programs imple-

mented in company’s network, for the last 2 years, have

been adjusted accordingly, in order to ensure comparative-

ness of results.

Sulphur dioxide (SO2) and nitrogen oxides emissions (NOx)

0

2

4

6

8

10

12

14

5.5

1.6

NOxSO2

2013-20142012-20132011-2012tn

10.8

3.2

8.2

2.4

Energy efficiency from programs implemented in Vodafone Greece’s network

0

20,000

40,000

60,000

80,000

100,000

120,000

140,000

43,337

86,208

2013-20142012-20132011-2012MWh

Network energy efficiency

Network energy consumption

39,327

89,990

41,827

89,852

Activation of energy saving mechanismat 2G & 3G Base Stations

In 2010-2011 we put in place a mechanism toall 2G Base Stations that monitors in real timethe telecommunication traffic of each Base Sta-tion and keeps active only the TRXs that are es-sential to cover the specific needs. Excess TRXsare deactivated, thereby saving energy, which isestimated to be around 4.5% of the total basestation energy consumption; while retaininghigh quality service offered to customers. In2012-2013, this mechanism was further appliedto 3G base stations, where a similar energy sav-ing feature was activated, at periods of lowtelecommunication traffic.

Power generation at base stations

Base Stations located in remote rural areas thatcannot be connected to the power grid requirethe use of generators in order to operate. In2009-2010 we reduced capacity of generatorswhile ensuring proper operation of Base Stationsand we managed to reduce diesel consumptionby 40%.

In our endeavor to further reduce environmentalimpact of gens operation, we applied in 2010-2011, a hybrid operation scheme to the stationsusing batteries. This resulted in a 17.5% de-crease in diesel consumption. In 2011-2012, weimproved the hybrid operation through extend-ing the time period during which the stations op-erate with batteries and the time period was fur-ther extended in the following years, resultingin all hybrid base stations operating with batter-ies for about 12.7 hours per day, in 2013-2014.By applying this program to 149 hybrid stations,1,008,689 lt diesel were saved in 2013-2014 and2,673 tons of CO2 were prevented from beingemitted in the atmosphere.

Electromechanical infrastructureupgrade at MTXs

In 2010-2011 we improved the electromechan-ical infrastructure at the company’s MTXs in Meta-morfossi to optimise operations. In specific, weupgraded part of the old electromechanicalequipment, removed old tech telecom equip-ment, performed cabling management, made ap-propriate changes in the indoor space and im-proved air-conditioning system. This programresulted in 1,040 MWh energy saving in 2013-2014, thus annual prevention of 1,029 tons of CO2

being released in the atmosphere.

Energy consumption per network element (2G or 3G or 4G)

0

2,000

4,000

6,000

8,000

10,000

12,000

14,000

11,18210,850

C02 emissions (kgr) / 2G or 3G or 4G

Energy consumption / 2G or 3G or 4G (KWh)

2013-20142012-20132011-2012

12,76311,872 11,414

12,024




Power quality optimisation of electrical facilities at MTXs

In 2010-2011 we installed special harmonic fil-ters in the electrical panels of Pallini MTX to op-timise the power quality of the electrical facili-ties. Via this program, it was estimated that weannually save 8% of the total energy needed forthe operation of the building. In 2013-2014 thisfigure is translated to 523 MWh energy savingand 517 tons of CO2 prevented from being emit-ted in the atmosphere.

Data processing facilities optimization at Data Centers

In 2010-2011 we implemented a pilot programat Data Centers of Pallini and Kifissos whichutilised the “virtualisation” technology in orderto improve the operation effectiveness of com-puter systems. The principle concept of virtu-alisation is that any function can be run oneither real machinery (physical servers) or vir-tually using software programs. The computingpower of a physical server is fully utilised bysimulating at the same time multiple virtualservers, thereby allowing many systems to runon one ‘virtual’ system. This reduces the need

for physical servers and increases the capacityof existing servers, while improving their per-formance.

This program was extended in 2012-2013 atthe Data Center of Pireos, achieving in 2013-2014, a ratio of physical to virtual servers of 1to 7.5 and a percentage of virtual Data Centersservers of 72%. In particular, we virtualised 33servers; i.e. we disconnected 22 servers andavoided the purchase and installation of 11new ones. As a result, we achieved, in 2013-2014, an energy saving of 972 MWh and pre-vented the emission of 961 tons of CO2 intothe atmosphere.

Vodafone Greece network energy consumption

0

10,000

20,000

30,000

25,000

15,000

5,000

2013-20142012-20132011-2012

CO2 emissions (kgr) / BS

Energy consumption (kWh) / BS

24,5

90

24,0

64

26,0

08

24,6

21

25,9

51

24,9

69

Κέντρα Μεταγωγής (MTXs) της εταιρείας

1. Kalohori (Thessaloniki), 2. Finikas (Thessaloniki), 3. Larissa, 4. Dasilio (Patra), 5. Patra,

6. Metamorfosi (Αthens), 7. Kifissos (Αthens), 8. Pireos (Athens), 9. Pallini, 10. Syros, 11. Irakleio

Free Cooling


2013-2014 objective

47% savings in network energy consumption.

2013-2014 result

50% savings in network energy consumption(this represents 34.444 MWh energy savingat Base Stations and 8.892 MWh atMTXs/DataCenters).

Degree of success

106%



Saving energy at the company’soffices*

Lighting efficiency

Since 2001, Vodafone Greece has been one ofthe 54 founding members of the GreenLightEuropean program. This is a voluntary programwhere public and private organizations committhemselves to upgrading lighting efficiency attheir building premises.

Today this specific practice has been extendedto office space covering approximately 36,000m2 including the building complexes in Halan-dri, Kifissos, Lykovrysi, Pallini, Pireos and Thes-saloniki. Energy savings for lighting at thebuildings covered exceeded 20%. In 2006, mo-tion detectors were installed in the communalareas of the Halandri building complex (meet-ing rooms and WCs). Lighting in these areas isautomatically switched on only when peopleare present thus avoiding power wastage. At

the same time, the number of hours that light-ing is on in the underground parking areas atthe Halandri building complex was reduced toapproximately 4 hours a day (in operation dur-ing employee arrival and departure times). Dur-ing the rest of the day, only safety lighting is lefton. The overall energy savings for lighting pur-poses from all the above initiatives is over 40%in the applied areas.

Idle Power Demand

Since 2004 we have been taking the steps nec-essary to achieve power factor (cosφ) correctionat the company’s offices and switching centers(MTX) nationwide. The results of these steps havebeen that the power factor at offices and switch-ing centers has improved significantly and is nowclose to unity (1). In 2013-2014, energy savingswere 5,465 MWRh (idle power megawatt hours).Power factor correction makes the national pow-er transmission system more reliable. This is par-ticularly important, especially during the sum-mer, since it prevents power generation plantsfrom overloading and also reduces the likelihoodof transmission system failures in the form of ex-tensive power blackouts.

134

434

Vodafone Greece offices energy consumption

0

100

200

300

500

400

600

Energy consumption /employee (x10 kWh)

Energy consumption / m2 (kWh)

2013-20142012-20132011-2012

121

435

131

466

The European program‘GreenLight’ logo

*Where the term ‘per employee’ is used, it corresponds to the

average number employees in the examined financial year.

In 2013-2014, the number of external employees working

at the company’s offices was also taken into account.



Cooling/Heating energy savings

In 2013-2014 we carried out the complete re-design of the Kifissos offices’ building air condi-tioning system and replacement of the oldequipment with new technology air conditioningunits, aiming at saving up cooling/heating ener-gy at office buildings. The program’s pilot phasewas implemented in Kifissos, resulting in savingup 148 MWh per annum and corresponding pre-vention of 146 tons of CO2 from being emitted.

2013-2014 objective

3% reduction in energy consumption per m2 at offices.

2013-2014 result

7.3% reduction in energy consumption per m2 at offices.

Degree of success

243%



Natural gas usage

In 2012-2013 we connected Chalandri officebuilding to the natural gas network, thus substi-tuting diesel use for heating purposes. The en-vironmental benefit from this initiative is impor-tant since in 2013-2014 we prevented theemission of more than 36 tons of CO2 into theatmosphere, while reducing by about 34% theCO2 emissions that would be emitted if dieselwas used for the same purpose.

Recycling lead batteries

In 2013-2014, we recycled via approved batteryrecycling bodies, 149 tons of lead batteries,which accounts for the 100% of the batteriesstored in our warehouse.

2013-2014 objective

100% recycling of stored lead batteries.

2013-2014 result

100% recycling of stored lead batteries (149 tons).

Degree of success

100%



Recycling waste oils

During 2013-2014, 24,706 lt of waste oil collect-ed from base stations, MTXs and office buildingswere sent for recycling via an authorised wasteoil collection and recycling scheme. The hybridand photovoltaic operation with batteries of thegenerator-powered base stations (see page 52)reduces the operating hours of the generators,which results in respective reduction of theamount of waste oils that are produced; As a re-sult, we avoided production of 12,500 lt of wasteoil for the 2013-2014 period. This approach re-sults in reduction in time of the waste oil quan-tities collected from base stations that are sentfor recycling.

Lead batteries

Lead batteries (Pb) recycling

0

50

100

150

200

250

Recycled (tn)

Percentage (%) Recycled/ Re-used

2013-20142012-20132011-2012

149

100100

145

210

100


2013-2014 objective

Recycling of 100% of waste oils collected from Base Stations.

2013-2014 result

1. Recycling of 100% of waste oils collectedfrom Base Stations.

2. Production of 12,500 lt of waste oil was pre-vented at gen-powered base stations wherehybrid operation using batteries was applied.

Degree of success

100%


Recycling of 100% of waste oils collected fromBase Stations.

Recycling electrical andelectronic equipment

At Vodafone Greece we send telecommunica-tions equipment, computers, printers and mon-itors for recycling, in cooperation with the ap-proved waste electrical and electronicequipment recycling body. In this way we areeliminating the environmental impact of heavymetals such as lead, zinc and cadmium disposedto landfills. In 2013-2014 we sent for recyclingmore than 119.6 tons of electrical and electron-ic equipment (including used light bulbs) andwe re-used additionally 57 tons, correspondingto 100% of the old equipment of the company'snetwork and office buildings.

The program has included light bulbs recyclingsince 2008-2009. Special collection bins havebeen placed in the company office buildings andMTXs to collect bulbs from building mainte-nance works and send them for recycling. Col-lection bins have also been placed at officebuildings for company employees to be able torecycle the light bulbs they use at home. In2013-2014 we sent 260 kilograms of used lightbulbs for recycling.

Since 2008-2009 special collection bins havebeen placed at 11 of the company’s buildings inAttica, Thessaloniki, Larisa, Patra and Heraklionto collect small household electrical and elec-tronic devices. Company employees can now re-cycle small household electronic and electricaldevices that they don’t use anymore. In 2013-2014 we sent 4.9 tons of small household elec-tronic and electrical devices for recycling.

Electrical and electronic equipment recycling

0

50

100

150

200

250

300

Percentage (%) of re-used /recycled equipmentoutgoing of warehouse

Recycled (tn)

Re-used (tn)

2013-20142012-20132011-2012

100119.6

57

100127.6

0

100

267.4

0

Waste oils recycling

0

10,000

20,000

30,000

40,000

2013-20142012-20132011-2012

0

24,706

lt

25,410

0 0

39,742

Waste oils recycling(with the appropriate certificates )

Waste oils recycling(without the appropriate certificates)



2013-2014 objective

Re-use and recycle 100% of electrical andelectronic equipment leaving our warehouse.

2013-2014 result

1. 100% of electrical and electronic equipmentleaving our warehouse was re-used and recy-cled.

2. 4.9 tons of small household electronic andelectrical devices were recycled.

Degree of success

100%



Recycling paper and toners

At Vodafone Greece, we implement recyclingprograms for waste paper and empty toners.

During 2013-2014:

¬ 88.43 tons of paper (71.92 tons of office pa-per from Attica buildings, 16.51 tons of ad-vertising leaflets) were sent for recycling, sav-ing more than 1,150 trees

¬ 816 toners were sent for recycling,

The use of paper and toners has a small impact

on the environment based on the impact assess-

ment of our operation. However, it consists one

of our office activities and therefore we have de-

cided to manage this impact.

2013-2014 objective

1. Maintain paper recycling percentage per em-ployee in line with 2011-2012 results (22.2kgr per employee).

2. 60% recycling of used toners.

2013-2014 result

1. 46% increase in paper recycling peremployee in comparison with 2011-2012results (32.4 kgr per employee).

2. 38.1% of used toners were recycled.

Degree of success

1. 146%

2. 64%


1. Maintain paper recycling percentage peremployee in line with 2013-2014 results(32.4 kgr per employee).

2. 60% recycling of used toners.

1. Paper collection bin

2. Toners collection bin

3. Small electrical and electronicappliances collection bin 2. 3.1.

Toners recycling

Toner recycling (units x 100)

Toner recycling/Toner purchased (%)

2013-20142012-20132011-20120

20

40

60

80

100

120

38.1

8.1610.95.32

96.1

26.61

Paper use and recycling

32,4

17

Paper comsumption (kgr)/employee

2013-20142012-20132011-20120

10

5

15

20

25

30

35

Paper recycling (kgr)/employee

kgr

22,2

16,4

34

12,1


Mobile phones, batteries andaccessories recycling program

In June 2003 Vodafone Greece was the firsttelecommunications company to implement anationwide mobile phones, batteries and acces-sories recycling program. In 2013-2014 morethan 18,000* mobile communications productswere collected at around 1,000 special binsplaced at Vodafone shops and company build-ings across Greece, at all scouts of Greecebranches and at 150 Vodafone business cus-tomers.

All mobile phone owners were able to partici-pate in the program regardless of the networkoperator they use.

Furthermore, after cleaning our warehouses,more than 65,900 mobile and fixed communi-cations products were collected and sent for re-cycling.

Since January 2009 the mobile phones & acces-sories recycling program that runs at Vodafoneshops has been extended to include fixed te-lephony devices, laptops, modems and otherfixed/mobile/internet equipment and acces-sories.

After gathering the materials for recycling, usedmobile phones, batteries & accessories are col-lected by a specialised body authorised by thestate, which under national law is responsiblefor the re-use, dismantling and further use of thematerials for the production of other materials.

Although the program runs for the 11th consec-utive year, public participation is not proportion-ally in line with mobile phones and accessoriessales. According to the available data, in 2013-2014, only 1.2% of the mobile phones sold byVodafone shops were collected for recycling atour shops and company buildings.

To enhance puplic and company emploeesawareness, in 2013-2014 we took the followingsteps:

¬ By March 2014, 150 business customers hadplaced 204 Vodafone collection bins at theirpremises for the collection of mobile phones& accessories.

¬ In cooperation with sport clubs, over the lastyears we placed collection bins at selectedareas of their football grounds and also tooka series of steps to promote the program.

¬ We continued public awareness and trainingregarding recycling of mobile phone materi-als, via relevant print inserts.

2013-2014 objective

Collect 30,000 mobile phones and accessories.

2013-2014 result

18,252 mobile phones and accessories werecollected.

Degree of success

61 %


Collect 20,000 mobile phones andaccessories.**

1,232

1,219

Mobile phones, batteries and accessories recycling

0

15.000

30,000

45,000

60,000

105,000

120,000

90,000

75,000

2013-20142012-20132011-2012units

Dummies

Accessories

Chargers Other**

Mobile phones

Batteries

4,9304,903

5,968

8,7241,623

8,1651,8509,205

10,218

17,8842,199

34,543

6,724

44,543

Mobile phones, accessories and householdbatteries collection bin

*Quantities are calculated based on the date the mobile com-

munications items are sent to company’s main warehouse.

**The word “accessories” refers to all mobile communications

items – besides mobile phones – which are included in the

relevant chart. The word “other" refers to items –besides mo-

bile telecommunication equipment- that were collected dur-

ing the recycling events in collaboration with SKAI Group and

were sent for recycling. These mainly include laptops,

modems and other fixed telephony and internet equipment

and accessories.



Household batteries recycling program

The household batteries recycling program com-menced on a pilot basis at the company’s 4 cen-tral buildings in July 2004 and was extended inNovember 2005 to all Vodafone Greece shopsand the company’s buildings. The program isjointly implemented with the approved bodyAFIS. In 2013-2014 we sent for recycling morethan 7.2 tons of used household batteries(around 241,000 batteries).

2013-2014 objective

Collect 8 tons of used household batteries (around 266,600 batteries).

2013-2014 result

7.2 tons of used household batteries were collected (around 241,000 batteries).

Degree of success

90%


Collect 8 tons of used household batteries (around 266,600 batteries).

Using more environmentally-friendly refrigerants and firesuppressants

At Vodafone Greece we only use fire suppressantswith zero Ozone Depletion Potential (ODP),while as part of our scheduled maintenanceactivities, we gradually replace old refrigerantsystems that operate with HCFC R-22 with newones operating with zero ODP refrigerants. In2013-2014 the total installed quantity of HCFCR-22 (a substance contributing to ozone layerdepletion) reduced by 6%, while at the sametime the overall ODP indicator reduced by 4%as to last year’s respective period. As a result of

our efforts, the number of refrigerant systemsoperating with HCFC R-22 decreased and there-fore malfunctions decreased, leading to a 48%decrease in the quantity of R-22 replenished.

2013-2014 objective

5% reduction in the ODP indicator forrefrigerant systems.

2013-2014 result


Degree of success

80%



Household batteries recycling

0

5,000

10,000

15,000

20,000

25,000

30,000

35,000

Household batteriesrecycling (unit x 10)

Household batteriesrecycling (kgr)

2013-20142012-20132011-2012

24,170

7,251

28,503

8,551

25,019

7,506

Mobile phones, accessoriesand household batteries collection bin

112203

2,580

Refrigerants

ODP of replenished R-22 (Kgr x 10-1)

Replenished R-22 (kgr)

Total refrigerants ODP / kgr of refrigerants (x 10-5)

2013-20142012-20132011-20120

kgr

500

1,000

1,500

2,000

2,500

3,000

3,500

4,000

319580

3,017

216393

2,684

Refrigerants types

0

HFC (R-407)HCFC (R-22)

2013-20142012-20132010-2011kgr

2,000

4,000

6,000

10,000

8,000

16,000

18,000

12,000

14,000 7,826

6,852

7,402

8,742

7,725

7,291


Reducing paper consumption

At Vodafone Greece we implement a programthat aims to reduce paper consumption for thecompany’s daily needs. Over recent years thecompany has modified most of its computersoftware so that all the employees that usecomputers in their day-to-day work, can printtwo or more pages on one sheet of paper. How-ever, in 2013-2014, printing paper use (A4 andA3) per employee was increased by 41%(mainly due to the fact that there was an in-crease in the number of external employeesworking in our offices whose’ everyday job de-mands increased use of printing paper).

Furthermore, since September 2007, allpayslips have been available to VodafoneGreece employees exclusively in electronic for-mat.

In order to drastically reduce the amount ofpaper used in printing bills, in February 2009Vodafone Greece stopped sending out fullanalyses of calls to all post-pay numbers heldby company employees, while in September2010 the company completely stopped send-ing out such bills. All company employees haveaccess to the particulars of their bill and a fullanalysis can instead be viewed online throughthe “e-bill” (see “My Account” on vodafone.gr.This initiative has resulted in 324 kilos of papersaving per year, which is translated into around6 trees per year, while the percentage of theemployees participating in the program is 75%.

Since July 2009, the company stopped sendingfull analysis of calls to retail customers, whilesince November 2010, the company extendedthe initiative to business customers too. Thepercentage of customers participation in theprogram is 92%, resulting in paper saving ofmore than 139 tons per year, which corre-sponds to saving of more than 2,360 trees peryear.

Since April 2013, the company offers the “Mye-bill” service, allowing all subscribers to elec-tronically receive their bill only, via email, andnot receive any bill in paper form. Τhe sub-scribers’ participation rate (individual and busi-ness) in the “My e-bill” service has reached 9%and annual paper savings amount to 9.4 tons,which correspond to approximately 160 treesper year.

2013-2014 objective

Maintain paper use for printing purposes peremployee in line with 2012-2013 (12 kgr ofpaper per employee).

2013-2014 result

41% increase in paper use per employeecompared to 2012-2013 (17 kgr of paper peremployee).

Degree of success

0%



Monitoring the environmentalimpacts of transport

Based on available data, fuel consumption* bycompany’s corporate fleet of vehicles droppedby 29% over the last year. In 2013-2014 air milestraveled on business were reduced by 13.5%**.Since 2008, Vodafone has invested in develop-ing video-conferencing infrastructure, while in2013 the Lync Online service (see page χχ) wasmade available to our employees, allowing themto make online videoconferences wherever theyare through a simple Internet access. Vodafonepromotes teleconferences and invests in rele-vant infrastructure to replace the need for trav-elling by air on business, aiming to reduce CO2

emissions from air travelling.

Moreover, with the aim to reduce direct CO2

emissions from the use of company vehicles, weadopted, in Vodafone, in 2012, a policy of leasingexclusively diesel and downsized vehicles. Sinceearly 2012, when legislation permitted circula-tion of diesel vehicles in Attica and Thessaloniki,we are gradually replacing our fleet’s petrol ve-hicles with smaller diesel cars and our target isto have fully replaced our existing fleet by March2016. In 2012-2013, 26% of our company fleetwas replaced by diesel vehicles, achieving a CO2

emissions average of 137 grams per kilometerfrom the total of our vehicles. In 2013-2014 weincreased diesel vehicles to 71% of the fleet, fur-ther reducing the average of CO2 emissions to116 gr per km.

*Data on fuel consumption pertain to the use of special con-

sumption cards by company executives and senior man-

agement.

**Data refers to the total of domestic and international trips

since company has developed a central system to record

and monitor all flights.



Fuel consumption used in road transport andthe impact on the atmosphere from air travel bythe company’s executives is not one of the com-pany’s main impacts on the environment basedon the impact assessment of our operation.

2013-2014 result

1. 29% reduction in fuel consumption fromcompany vehicles.

2. 13.5% reduction in air miles traveled.

2014-2015 objective

1. The average CO2 emission for new cars in thecompany’s fleet, over the last 12 monthperiod, won’t exceed 130 gr CO2 per km.

2. Replace 100% of petrol vehicles ofcompany’s fleet by diesel vehicles by March 2016.

We promote environmentallyfriendly products and services

In July 2013, Vodafone innovated and launchedVodafone Eco-rating, a mobile phone rating pro-gram, allowing customers to choose the mobilephone they wish to buy according to environ-mental and social criteria too. Each mobilephone is rated depending on how friendly to theenvironment it is, on the basis of specific criteria,from 1 to 5, with 5 being the highest rate. If a mo-bile phone has no rate, this is labelled accord-ingly, meaning that either the required data isnot yet available or the manufacturer has decid-ed not to participate in the rating process. Themobile phones ratings are available, along withthe rest of the device’s specifications, at Voda-fone shops, as well as online, on the e-shop ofvodafone.gr (vodafone.gr/eco-rating).

The aim of the program is to motivate mobilephones manufacturers to design and producemore and more environmentally friendly mobilephones. The assessment is carried out by inde-pendent agencies which are specialised in envi-ronmental and social certifications. The ratesare attributed based on the mobile phones man-ufacturers' answers to an extensive question-naire that covers information regarding the mo-bile phones' environmental impact throughouttheir life cycle, as well as based on the manufac-turer's responsible management of their envi-ronmental and social impact resulting from theiroperation.

The assessment includes the following threekey areas:

¬ Green design: whether a mobile phone hasfeatures that improve its environmental im-pact; for example, if it is made from recycledplastic and metals or if it is free from danger-ous chemicals.

¬ Life cycle of mobile phone: this is about as-sessing the impact of the mobile phone onthe environment, in all stages of its life, frommining of raw materials that are used in theproduction stage of the phone and its parts,till use by consumers and final disposal at theend of its life cycle.

¬ Manufacturer's environmental and social per-formance: this is about assessing the manu-facturer's commitment to responsibly man-age the environmental and social impactresulting from their operation; for example,proper management of waste deriving fromproduction processes or safeguarding theiremployees' health and safety.

Transports

0

500

1,000

1,500

2,500

2,000

Flown distance for business travels(x 1,000 miles)

Car fuel consumed by company ‘s fleet (x 1,000 lt)

2013-20142012-20132011-2012

688

1,3631,080

2,132

974

1,575

Vodafone Eco-rating

Contribution to Sustainable Societies

The company’s future is intimately bound up with the challenges

that sustainable development presents. We are focusing on sectors

where our mobile technology solutions can help ensure equal

access to communications, support the Greek economy, address

challenges at an economic, social and environmental level,

while at the same time generating new opportunities for the

company to develop.


Supporting the Greekeconomy andcontributing in thedevelopment andcompetitiveness of theGreek businesses, withparallel benefits for theenvironment

Offering the Microsoft Office 365 service

As a strategic associate of Microsoft around theglobe, Vodafone offers the Office 365 servicewhich is an integrated suite of productivity ap-plications such as Exchange Email, SharePointworkspace, Office tools and video conferencetool through the Lync Online service. Office 365combines cloud technologies with Microsoft’smost popular tools allowing every company towork in a modern way with minimal cost by util-ising the internet and Vodafone’s telecommu-nications infrastructure.

The Lync Online service allows users to commu-nicate with their associates and customers in adirect, effective way, wherever they are, just byhosting web video conferences with the aid ofan ordinary internet connection. This service re-duces the need to travel to hold business meet-ings, thereby resulting in a drop in the fuel con-sumption for business trips and a correspondingdrop in CO2 emissions into the environment.

Offering the ZeliTrack fleetmanagement service

The ZeliTrack service is a simple-to-use sub-scriber Web Fleet Management service availableexclusively from Vodafone Greece.The specialdevice installed on the vehicle constantlyrecords the geographical coordinates and trans-mits the data via Vodafone Greece mobiletelecommunications network which is thenstored and presented to the customer in realtime with full reports and historical data abouttraffic, routes, vehicle operations and other datasuch as door opening /closure, cargo tempera-ture and driver ID.

The ZeliTrack service allows all companies witha corporate fleet of vehicles to improve the serv-ices offered to end customers while also reduc-ing operating costs arising from diesel consump-tion and thereby reduce its environmentalfootprint by:

¬ using statistical data to more effectively

deploy vehicles and reduce itineraries

¬ optimising itinerary scheduling and reduce

the number of kilometers traveled

¬ monitoring vehicle usage to schedule

preventative maintenance more effectively

¬ motivating drivers to implement best driving

practices.

64 |

Co n t r i b u t i o n t o S u s t a i n a b le S o c i e t i e s


Offering telemetering andsurveillance of photovoltaicfacilities using SmartEcometer PV

The SmartEcometer PV service is a comprehen-sive subscriber service that allows fitters and pri-vate power generators to do the following in realtime using the Vodafone mobile communica-tions network:

¬ to have full control of whether photovoltaicsystems are operating properly thanks toerror reports

¬ to check the amount of power being gener-ated by photovoltaic facilities per hour, day,month and the corresponding amount ofmoney generated

¬ to receive daily updates by sms about thepower generated, the output and the dailyfinancial benefit

¬ to view complete historical and comparativepower generation diagrams compared tothe previous time period.

This allows subscribers to the service to ensureefficient, uninterrupted operation of the photo-voltaic system, thereby contributing to the per-centage of electricity generated by renewableenergy sources.

Offering a natural gasconsumption checking systemSmartEcometer GAS

Vodafone Greece has joined forces with AtticaNatural Gas Supply Co. S.A. to provide naturalgas consumers in Attica with an innovative serv-ice for monitoring consumption levels calledSmartEcometer GAS. SmartEcometer GAS is aninnovative, cost-effective solution that allowssubscribers, whether household or businessconsumers, to reliably monitor and check natu-ral gas consumption levels. The service offers:

¬ control over natural gas consumption levelsfrom anywhere, any time of the day via theinternet and info-SMS.

¬ estimates of the cost of consumption

¬ the option top view consumption data perday, hour, month, or any selected time period,in the form of diagrams or reports showingm3 or KWh.

¬ the option to view maximum values andconsumption averages for each time period

¬ the option to compare data from previousconsumption periods (if telemetering wasavailable then)

¬ updates via sms or email, if consumptiongoes outside of expected levels in any period

¬ updates by email about consumption levelsthat go over the monthly limit set by theconsumer

¬ updates about the price of natural gas eachmonth

¬ option to view CO2 reductions achieved byusing natural gas compared to the use ofoil

Subscribers to this service are given adequateinformation in good time about any problemsin how the system operates and can alsoproperly plan their consumption, thereby avoid-ing unwanted costs and pointless energy con-sumption as well as CO2 emissions to the envi-ronment.

Utilising ourtechnology for thesupport of the Greekeconomy and the local communities

We support greek tourism throughthe Vodafone Explore Greece app

Since 2012 Vodafone has developed and pro-moted an innovative application called Voda-fone Explore Greece which is available to its glob-al subscriber base. This application promotesGreece as a tourist destination thereby con-tributing to the growth of the Greek economyand supporting the local community.

The Vodafone Explore Greece application isavailable worldwide free of charge to smart-phone and tablet owners worldwide. It supports4 languages (Greek, English, German and Italian)and is compatible with Android and iOS operat-ing systems.

This application is a useful travel guide for allGreece’s most popular destinations, and helpsvisitors to Greece no matter what network theyuse or country they come from, travel the coun-try and enjoy a more comfortable, straightfor-ward and cost-effective stay.

It has a rich body of content and useful hints andtips about where to stay, what to do, culturalevents and detailed maps while also highlight-ing Greece’s natural beauty and the historicaland cultural wealth of each area.

Especially for Vodafone subscribers from aroundthe world travelling to Greece, they can benefitfrom exclusive offers like free entry to specificmuseums or preferential package rates includ-ing both flights and accommodation.

“Vodafone Explore Greece” application


Utilising ourtechnology for equalaccess tocommunication

Contributing to equal quality oflife and access to communicationfor the visually-impaired

Vodafone Greece, in order to ensure equal ac-cess to its products and services for all, innovat-ed once more in 2013-2014, offering theground-breaking “Vodafone Speaking App” ap-plication, which is addressed to users with totalloss of vision or serious vision problems.

The Vodafone Speaking App application is thefirst and unique text-to-speech conversion ap-plication for Android, offering correct readingout in greek of text messages (SMS), e-mail mes-sages, Internet navigation, as well as telephonenumbers from the list of contacts, calls, dates,etc. Moreover, the application correctly spellsout in Greek content from useful applications,such as news feeds, entertainment, weatherforecast, etc.

The application is available free of charge byVodafone on Google Play for Vodafone tariff planor prepay subscribers and it is compatible withAndroid smartphones and tablets running theAndroid version 2.3 and higher. Users of othernetworks have the possibility to try the applica-tion for one day per SIM card. During Februaryand March 2014 the application was down-loaded by 568 users.

The “Vodafone Speaking App” application fulfilssmartphones and tablets users’ modern needsand is an evolution of the “Vodafone SpeakingPhone” service which was first launched in 2005.

Offering the Speech Service on www.vodafone.gr

In March 2010 Vodafone Greece was the first mo-bile communications company in the country tooffer all visitors to our website the option to usethe Speech Service. The service reads out thecontent of specific pages on the Vodafone web-site. This frees visitors from the need to stay infront of the screen, allowing them to listen totexts and engage in other activities in parallel. Inaddition to reading out text, the service alsomakes it possible to browse the website usingsuitable keys. They enable the user to listen,browse or follow a link in one of the specialmenus on the Vodafone webpages, without hav-ing to use the mouse. It is aimed at visitors to theVodafone website who have difficulty readingtext such as the visually impaired, the elderly, thedyslexic and people who find it difficult to operateelectronic equipment because of some disability.From a visual and functional viewpoint, the serv-ice is easy to use and comprehend.

Handling requests from hearing-impaired customers

People with hearing impairments can commu-nicate with Vodafone Greece’s Customer ServiceDepartment. Users of this service can sendcomplaints or request clarifications about howto use their mobile handsets to the CustomerService Department by text message (SMS)and the Customer Service Department willreply in the same manner. The SMS is sent to13830, in other words the same number whichapplies when placing an ordinary phone callto the Customer Service Department.

Offering special charges for the hearing-impaired

In order to facilitate people facing hearing im-pairments, since April 2002 the company hasbeen offering a special post-pay and pre-paytariff plan on the Greek market by name of“Vodafone Special”. This plan offers a 50% dis-count per SMS message to any network.

Vodafone Speaking App


Supporting www.blind.gr, aninnovative polymorphicinformation and communicationhub for the visually impaired

For 7 consecutive years Vodafone Greece hasbeen supporting www.blind.gr. This is an inno-vative information and communication hub forthe visually impaired by Greek standards, thathas been developed by the Hellenic Technologyfor the Blind Development Association (STAT).The hub offers useful information on politics,technology, culture and sports and also featuresnotices from the association. It has an infor-mation management and upload tool whichdoes not require any specific skills and was de-signed to be completely accessible by the dis-abled since it is fully compliant with the relevantinternational standards (W3C). Information post-ed to www.blind.gr is available in real time si-multaneously on the internet, mobile phonesand fixed phones (from 210-5226600). Moreover,it offers:

¬ the RSS WebRhetor Feed phone navigationplatform. This new service is intended tooptimise use of the website’s voice portalwhich can be accessed by dialing 2105226600 and allows disabled individuals todirectly access information from numeroussources. This tool reads the full text contentof info-portals, newspapers, blogs and otherwebsites in real time using RSS WebRhetorFeed.Websites that provide RSS feeds (ordecide in the future to provide such feeds)can join this service free of charge simplyby contacting STAT, thereby enriching theirwebsite with an additional tool that offersalternative access to all.

¬ voice recognition, making it easier to navigatethe website’s voice portal. This service allowsindividuals with severe mobility-related dis-abilities to use the site, since all that isneeded to obtain information is the user'svoice.

¬ blind OCR (optical character recognition)which allows registered users of blind.gr toconvert images and .pdf files into accessible,readable text. Using this service, people withimpaired vision now have access to onlinetexts which up until now were inaccessiblevia specialised computer access software(screen and text readers).

The blind.gr portal remains an important infor-mation hub via which all recognised blind as-sociations in Greece and Cyprus can uploadposts to notify their members. The number ofhits is steadily growing with the figure reaching200,000 visits from the service commencementdate until 31.3.2014. Over 3,000 voice callsare also made a month.

2013-2014 objective

Retain existing products and services.

2013-2014 result

Existing products and services were retainedand a new application was launched.

Degree of success

100%



‘Voice Navigation Service’



Utilising ourtechnology in theareas of health andeducation Vodafone Greece’s Telemedicine program

In 2013-2014, Vodafone Greece’s TelemedicineProgram was extended to 100 remote and fron-tier locations across Greece:

1. In cooperation with the Athens Medical Center

2. Under the auspices of the Ministries of Healthand Mercantile Marine and the Aegean

3. With the involvement of the Hellenic HealthyCities Network, and the company Vidavo.

Τhe Telemedicine Program utilises the unlimit-ed capacities offered by Vodafone’s network andthe mobile communication technology andaims at improving the daily life of people livingin the country’s remote areas. It has allowedmore than 500,000 residents of such areas toobtain access to high level specialised healthservices without leaving their place of residence.

Through the Vodafone Greece TelemedicineProgram, residents of remote areas can visit themunicipal/peripheral medical center and re-ceive their medical examinations, such as elec-trocardiogram or spirometry, which are trans-ferred, through Vodafone’s network, to medicalspecialists at the Athens Medical Center. Medicalspecialists then offer their diagnosis and advicedirectly and fast, again using Vodafone Greecemobile communications network.

Τhe Telemedicine Program supports generalpractitioners and peripheral doctors, while pro-moting preventive medicine. Moreover, it con-tributes to preventing illnesses through theirtimely diagnosis and it also covers patients withchronic diseases, since it gives them the possi-bility to systematically monitor their health sta-tus, at their place of residence, thus overcominggeographical or other limitations.

The Program’s pilot phase began in 2006, cov-ering 5 areas in Central Macedonia. In 2008, itwas extended to 17 areas and in 2011 to 30 ar-eas across Greece.

In 2013-2014 more than 7,900 medical exami-nations were sent from municipal/peripheralmedical centers participating in the Program.

2013-2014 objective

Extend the telemedicine program to 100 points across all of Greece.

2013-2014 result

The Telemedicine Program was extended to 100 points across all of Greece.

Degree of success

100%


Maintain the Telemedicine Program at 100points across all of Greece and evaluate theinclusion new examinations.

Telemedicine program: Process of taking and sending examinations

Telemedicine program

68 | Vodafone Aπολογισμός Βιώσιμης Ανάπτυξης 2013-2014

Click … ON HISTORY

Working in collaboration with the Foundation forthe Hellenic World, in 2010 Vodafone Greece de-veloped the ‘Click … on history’ educational pro-gram. This program was addressed to SecondarySchool level students and sought to highlightlocal history from the viewpoint of students andto make them more familiar with mobile com-munications technology as a contemporary toolof education.

More specifically, students were asked to recordtheir local history using ‘smart’ mobile phonesby utilising the camera, video and voice recorderfunctions.

This program brought an important contributionto students’ education as far as research methodis concerned, while it also helped them acquireskills regarding essay creation in electronic formthrough a process that is bound to have the stu-dents’ attention. The program was implementedat 42 schools in various areas nationwide.

2013-2014 objective

Evaluate continuation of the program.

2013-2014 result

The program was completed.

Degree of success

100%

Supporting initiativesfor the common goodThe “Prosfero” Service

In February 2006 the three mobile communica-tions companies Cosmote, Wind and VodafoneGreece set up the “Prosfero” service to supportand provide integrated management for charita-ble events like TV-marathons. This service allowscertain 5-digit numbers to be used to be used bythe non-governmental charitable organisations.Customers of all three companies can send asmany SMS as they want to the specific numberduring that period. Each SMS costs €1 plus VAT.The total net revenues (VAT excluded) which re-sult from use of the service are paid over by thethree mobile communications companies to theinstitution body organising the charity event (bydepositing it with the Deposits and Loans Fund).It is worth noting that all three companies in-volved in offering this service gain no financialbenefit from it and do not retain any sum forthemselves, not even to cover operating costs.During the year 17 actions were implemented toraise funds for charitable bodies.

2013-2014 objective

Continue the program.

2013-2014 result

11 organisations were supported.

Degree of success

100%



Free of charge social support lines

We offer our customers the ability to make freecalls from their mobile phone to social supportlines and the emergency services. During theperiod 2013-2014, the following lines receivedmore than 71,150 calls.

¬ 1031: OKANA Drug Helpline

¬ 1056: Smile of the Child

¬ 1147: Hellenic National Transplant Organi-zation

¬ 197: National Center for Urgent Social Aid

¬ 1145: Ithaki Helpline (Drug Addict TreatmentCenter Helpline)

¬ 116111 EU Support line for children andadolescents, and

¬ 116100 EU Missing Child Hotline.

Educational program“Click... on history”



At the same time, in 2013-2014 more than2,990,000 calls were placed over the VodafoneGreece network to emergency services. Themain volume was received by the Hellenic Police(100), and the National Ambulance Center -EKAB (166). Moreover, Vodafone Greece also of-fers its customers the ability to send free SMS tothe emergency services using short dialingcodes:

¬ the Hellenic Police (100)

¬ Ambulances (166)

¬ the european Emergency Number (112)

Furthermore, in alignment with our legislationrelated to 112 Emergency Number, in 2011Vodafone Greece processed 105 requests fromGeneral Secretariat for Civil Protection. In partic-ular, the General Secretariat for Civil Protectionasked from Vodafone Greece to locate mobilecommunication users in danger. The average re-sponse time for those cases were covered by theVodafone Greece network was 25 minutes. Forthe cases where the user was not served by Voda-fone Greece network, the response time for theresponse is 35 minutes. The above timeframesinclude the necessary and mandatory prepara-tion of the required forms and always there istelephone communication/briefing with the Au-thority. These requests are confirmed caseswhere the mobile subscriber is in danger andthere is a demand for tracking through mobilephone.

2013-2014 objective

Retain the existing social support lines andevaluate the possibility to provide more freecalls to social support lines.

2013-2014 result

Existing social support lines were retained anda new emergency number 1024 was addedfree of charge for Attiki Odos (replacing former1866).

Degree of success

100%


Retain the existing social support lines.

Programs incooperation withrespectful institutionsthat meet directcontemporary needsof today's society

Mobile pediatrics and dentistry unit

The mobile pediatrics and dentistry unit estab-lished by Vodafone Greece and Medicins duMonde in 2003, travels around all of Greece toprovide pediatric and dental care to children liv-ing in areas where access to healthcare servicesis more difficult for economic or social reasons.The unit provides the following services:

¬ pediatric examination, treatment, dental ex-amination and follow up

¬ drug treatment with basic pediatric drug pro-vision

¬ preventative health care and hygiene guide-lines

¬ implementation of vaccination programs tochildren lacking insurance

Mobile pediatrics and dentistry unit

Vodafone Sustainability Report 2013- 201470 |

Bearing in mind that large urban centers havehigher primary medical care needs (based onthe experience of Medicins du Monde) in theperiod September 2012-March 2014 a total of25 2-day events were held in the Attica andThessaloniki regions with the involvement ofSKAI, so that even more children could bebriefed and receive care from the mobile unit.A total of 4,176 children were examined aspart of those 25 events.

2013-2014 objective


2013-2014 result

25 2-day events were held in the Attica andThessaloniki regions.

Degree of success

100%


Organise 15 2-day events in rural areas.

Children's Creativity Workshops at the SOS Children’s Villages

In 2005-2006 in cooperation with the SOS Chil-dren’s Villages we established Children’s Creativ-ity Workshops at the charity’s premises in Athensand Thessaloniki. At these workshops, childrenfrom the SOS Children’s Villages and from thewider area of Vari and Plagiari receive trainingand can express themselves through innovativeartistic and creative expression methods underthe guidance of special instructors.

At the SOS Children's Village in Vari a buildinghas been suitably designed and fully fitted tohouse:

¬ A music workshop¬ A visual arts workshop ¬ A theater workshop¬ A dance workshop¬ A new technologies workshop

At the SOS Children's Village in Northern Greecein the Plagiari area of Thessaloniki a building hasbeen suitably designed and fully fitted to house:

¬ A music workshop¬ A visual arts workshop ¬ A theater workshop¬ An environmental awareness workshop

To further support the SOS Children’s Villageswe launched a bag exclusively at Vodafoneshops featuring paintings by children who liveat the SOS Children’s Villages.

The bag was 100% cotton and was on sale fromDecember 2011 at Vodafone shops, as well ason www.vodafone.gr at €2.90 and all revenuesfrom sales of the bags went to support the edu-cational and pedagogical programs run by SOSChildren’s Villages. The bag featured paintingsdone by children from the SOS Children’s Vil-lages who took part in the visual arts workshop.

2013-2014 objective

Re-evaluate and change the workshops tomeet children’s needs and to match availableresources.

2013-2014 result

The workshops were re-evaluated to meetchildren’s needs.

Degree of success

100%


Maintain 8 workshops in Athens andThessaloniki.

SOS Villages bag



Donation of material and technical equipment

With the aim to meet society’s direct contempo-rary substantial needs and responding to rele-vant requests, in 2013-2014 we implemented aseries of donations in material and technicalequipment, thus supporting the operation of 25schools across the entire country, as well as 2Non-Governmental Organisations. More specif-ically, we donated laptops, copiers, SWITCH net-working equipment, desks, office seats, lockers,cabinets and cloth racks. This is company equip-ment that has been withdrawn in the frameworkof our buildings restructuring, as well as of ourelectronic equipment renewal.

Vodafone World of Differenceprogram

In September 2010 we implemented the Voda-fone World of Difference program which givesindividuals with vision and passion the oppor-tunity to make their dream come true and workfor the charity of their choice on one specificproject. This is a global program that has beenimplemented so far in 19 countries with greatsuccess, and has given the opportunity to morethan 3,025 individual winners around the worldto work for a charitable organization of theirchoice.

In 2013, during the fourth round of the program,during the 4-week application submission period,we received 242 applications from the public.10 candidates were eventually chosen to workfor six months (January-July) at a charity oftheir choosing meeting society’s substantialneeds. More specifically:

¬ Ms Fotini Avdelli, works as Librarian at the"Network for the Child's Rights". Her goal isto increase the Network's existing librarycollection, as well as the number of its mem-bers, and give children the opportunity tolove books through a properly organisedlending library.

¬ Mr. Giorgos Arapoglou, is Responsible forthe management of the "Schedia" streetmagazine vendors network at "DiogenisNGO". His goal is to extend the magazine'snetwork of vendors and ensure income forpeople from vulnerable social groups.

¬ Mr. Nagi El Kahout is Responsible for themanagement of Raw materials and Mealpreparation at the "Bread - Action" PanhellenicCharitable association. His goal is to increasethe daily meal production to meet the needsof poor families and people.

¬ Mr. Fanis Lekkas, works as Coordinator ofShelter for the Homeless Program at theCivil Non profit "Human – People" organisa-tion. His goal is to secure accomodationand food for families in need, as well as jobopportunities for them.

¬ Mr. Constantinos Bouyouris, works as OrganicCultivation Agronomist at the "InternationalBiopolitics Organisation". His goal is to trainpeople with financial problems cover a partof their daily nutritional needs, by growingorganic vegetables at their own space.

¬ Ms Marilia Paraschaki, is a Social Worker atthe "Aghioi Theodoroi" Association for Peoplewith mental disabilities of the Prefecture ofRhodopi. Her goal is to help people withmental disabilities acquire the necessarytools, in order to autonomously cope withtheir daily needs, at the Home of Assistedliving, currently being built by the Associa-tion.

¬ Μs Maria Skiada, is a Social Worker at the"IKE - Hadjipaterio Rehabilitation Centre ofSpastic Children". Her goal is to support thechildren and their families who find shelterat the Centre.

¬ Ms Annie Skourleti, is Responsible for Trainingand Internet platform content management,at the "Desmos" Association. Her main goalis to make the Internet platform availableto charitable organisations, so that they mayhave access to goods offered as donationby companies and individuals alike.

¬ Ms Katerina Tsakmaki, is a Social Worker atthe "Women's Shelter" Support Centre forabused women. Her goal is to provide supportto women who have suffered abuse and in-formation on services and structures, wherethey can turn to.

¬ Ms Constantina Psallida, is a Work Counselorwith the Employment Promotion Agency at"PRAKSIS". Her goal is to offer service andsupport to vulnerable goups in seeking jobopportunities.

Vodafone World of Difference

Vodafone Sustainability Report 2013- 201472 |

In 2012, during the third round of the program,during the 6-week application submission period,we received 242 applications from the public.5 candidates were eventually chosen to workfor one year at a charity of their choosing inthe 2013-2014 period. They were:

¬ Paraskevi Vasiliadou took up the post of Eld-erly Support Program Manager at ‘ARSIS’ inKozani in order to provide counseling in foursectors: Psychological support, social em-powerment, day-to-day practical problem-solving and money saving. More specifically,throughout the year in the framework ofthe “Zoi Gemati” Seniors’ support Program,Alzheimer’s prevention workshops, a Paintingand Constructions Workshop, a Therapeuticgame Workshop were designed and becameoperational, as well as Strengthening ofSocial Skills Workshop to which participateda total of 113 persons.

¬ Mili Gialabouzi took up the special instructorpost at the Greek Down’s Syndrome Associ-ation in order to train individuals with Down’sSyndrome how to read and write, to improvetheir social and communication skills andteach them how to look after themselves.More specifically, throughout the year a pro-gram of functional and social skills was im-plemented on 18 persons, as well as a pro-gram of communication skills on 30 personsfrom three different age groups.

¬ Zoe Lymberopoulou took up the post of Ed-ucational Programs Manager at the Museumof the City of Athens / Vourou –Evtaxia Foun-dation, to create educational programs forchildren and attract larger numbers of visitorsto the museum. More specifically, throughoutthe year 4 training programs were designedand became operational, in which more than2,900 children participated. Moreover, 2leaflets were produced and distributed forfree to the museum’s visitors.

¬ Stavroula Ropi took up the post of psychol-ogist with the phone counseling service runby the Association for the PsychosocialHealth of Children and Adolescents (A.P.H.C.A)in order to increase the number of calls theassociation answers by 25% and to identifymental health problems in children and ado-lescents in good time and to provide imme-diate access to treatment. More specifically,throughout the year 1,159 telephone callswere answered on the service’s both tele-phone lines out of 5,000 total calls, increasingthe rate of received calls by the company’sservices by 24%.

¬ Evgenia Touriki is working as a psychologistat the Daycare Center for dementia patientsat the Athens Alzheimer’s & Related DisordersAssociation, in order to provide psycho-social support to patients via a continuousdaily program of activities and to brief relativesand carers about dementia-related issues,the symptoms and progress of Alzheimer’sdisease, hereditary issues, practical issuesabout how to care for patients withAlzheimer’s disease, etc. More specifically,in the framework of the program, 50 patientsparticipated to groups of preventive therapy,while 79 individual and 129 telephone coun-selling sessions to patients’ relatives wereperformed. Moreover, seminars for caregiverswere carried out, accommodating 90 relativesand paid patient caregivers, who received28 hours of training.

2013-2014 objective

Evaluate program continuation.

2013-2014 result

Program was evaluated to meet society’scurrent needs through increase of candidates(from 5 to 10) and reduction of work period (6 months instead of 12).

Degree of success

100%


Repeat the program (10 candidates over a 6 month-period).



EmployeevolunteerisminitiativesVodafone Greece’s employees participate in aseries of voluntary activities, offering their time,skills and abilities to support charitable purposes.Our aim is to generate the greatest possiblebenefit for the recipient of such services, andso we chose the SOS Children’s Villages as thebeneficiary of all our volunteer measures. Inthis framework:

¬ We have collected -through the participationof all company employees – 3.5 tons ofpackaged foods to support the families stay-ing at the Children and Family SupportCenters of the SOS Children’s Villages, whichoperate in 6 cities of Greece. In order to col-lect, sort out and distribute foods to 360families, 60 volunteers from the companystaff, dedicated a total of 239 hours fromtheir work time.

¬ We have collected for the same cause -through the participation of all companyemployees – school supplies for 440 children.To contribute and sort out school supplies,50 volunteers from the company staff, ded-icated a total of 211 hours from their worktime.

¬ We have created –to support the work ofthe SOS Children’s Villages – 2,000 handmadeEaster decorative items and Paschal candles,which were sold at Bazaars both at the com-pany’s headquarters, in Halandri, and at theAthens Metro Mall. To create and sell theseobjects, 100 Vodafone staff volunteers ded-icated a total of 300 hours from their worktime.

¬ For the fifth consecutive year, 4 employeesrepresented Vodafone Greece in the chari-table Global Biking Initiative, by cycling fromParis to Dusseldorf to disseminate informationabout the work of the SOS Children’s Villages.The team’s efforts raised 7,500€ for the VariSOS Children’s Village, from friends’ and col-leagues’ donations.

Furthermore, the company’s employees alsostood by residents of Cephalonia who werestricken by the January 2014 earthquakes, bycollecting first need items, such as blankets,bottled water and canned food. A total of 76blankets, 2,097 liters of bottled water and 27boxes of canned food were collected.

Since 2002 employees have been systematicallyinvolved in collecting clothes and offering themto charities such as Medicins du Monde, theGreek Red Cross, the Strofi Treatment Center,as well as individual families in the Municipalityof Perama. During 2012-2013 around 12 hourswere spent in implementing the scheme by ateam of employees in the context of their day-to-day work while more than 500 items ofclothing were distributed.

Running a blood donationprogram

Since 1996, Vodafone has been implementinga blood donation program at company premiseswith the active involvement of employees. Thisvoluntary blood donation program is run twicea year in cooperation with the Athens hospitals,Patissia General and Amalia Fleming, and theThessaloniki hospital, Agios Pavlos. The resultingblood bank covers the needs of all our peopleand their close relatives. In 2013-2014 331 em-ployees took part in the voluntary blood dona-tion scheme and 155 blood units were used byemployees and their family.

2013-2014 objective

1. Continue the clothes collection program.

2. Continue the blood donation program.

3. Run 3 employee volunteerism programs.

2013-2014 result

1. The clothes collection program was continued.

2. The blood donation program was continued.

3. 5 employee volunteerism programs were run.

Degree of success

1. 100%

2. 100%

3. 166%


1. Continue the clothes collection program.

2. Continue the blood donation program.

3. Run 3 employee volunteerism programs.

Employees volunteerism


2013-2014 objective

All cases of corruption reported via availablecommunication channels will be investigatedand drawn to the board’s attention.

Carry out the 5th Stakeholders Survey (2013-2015).

Carry out the Employee Survey (2013-2015).


Successful evaluation of the implementation of6 high risk policies according to Vodafone Grouprequirements.

Check proper implementation and application ofcorporate processes and checks whichsafeguard: a) the correctness of financial resultsand b) company revenues.

Successfully obtain validation from independentauditors, who will certify the company’scompliance with the requirements of Section404 of the Sarbanes-Oxley Act.

Continue compliance with the ISO 22301:2012standard.

❙

2013-2014 result

There were no reports for cases of corruption.

The 5th Stakeholders Survey survey was carried out.

❙

Management systems successfully evaluated.

Overview of compliance on 6 high risk policiesand identification of 9 areas that requireimprovement.

Successful assurance of proper implementation andapplication of corporate processes and checks,including corrective actions and changes that wererequired.

Validation of company’s compliance (comments forimprovement were included but these have noimpact whatsoever on the financial results) byindependent internal and external companyauditors, in accordance with the requirements ofsection 404 of the Sarbanes-Oxley Act.

Successful compliance of the Business ContinuityManagement System in line with ISO 22301:2012standard by the certification body Lloyd’s RegisterQuality Assurance.

❙


❙

Carry out the 6th Stakeholders Survey.

Carry out the Employee Survey onSustainability programs.


1. Implement remediation actions in the areasthat need improvement identified during2013-2014.

2. Evaluate the 100% of the controlmechanisms for 7 high risk policies.

Successful assurance of properimplementation and application of corporateprocesses and checks, which safeguard: a) thecorrectness of financial results and b)company revenues as well as sign off of theEntity Certification Form by the CEO and theCFO.

Successfully obtain validation fromindependent auditors, who will certify thecompany’s compliance with the requirementsof Section 404 of the Sarbanes-Oxley Act.

1.Successful audit for the implementation ofthe Business Continuity ManagementSystem by an independent certificationbody.

2. Successful completion of 80% of the annualplan to test business continuity plans

Repeat the “Doing What's Right” internalcommunications campaign.

O b j e c t i ve s - Re s u lt s - N e w Co m m i t m e n t s Ta b le

Managing Sustainability

Reported results against objectives marked with this symbol is within KPMG’s limited assurance scope (see pages 89-91, Assurance Report).


Responsible Behaviour

2013-2014 result

Given that a workshop took place in 2012-2013and there were no significant changes in 2013-2014 regarding human resources involved in thenetwork deployment and operation, nor in relatedpolicies, a new workshop was not organised.

Issues were communicated.

Extended the ‘HERMES’ programto 2 new locations.

The continuation of the ENIGMA program wasevaluated and it was decided that it should beterminated since it has achieved its objective.

Conducted measurements via the ‘MobileHERMES’ program, in 2 new areas.

Vodafone Greece’s marketing materials werechecked. No non-conformities were found.

Continued provision of information.


Leaflet was distributed.

bsafeonline info-events organised in 2 cities nationwide. (due to different internalpriorities, holding info events in 8 cities was not possible).

Filter for Vodafone Mobile Broadband/tablets was developed.

2013-2014 objective

Workshop for the promotion of Vodafone Groupnetwork deployment policy principles in orderto inform the company’s employees andcontractors, whose responsibilities relate todeployment of the company’s network and howit is operated.

Communicate issues of mobilecommunications, technology and health basedon scientific developments in line with theneeds of stakeholders.

Provide support for the activities of the NationalTechnical University of Athens and the AristotleUniversity of Thessaloniki to extend the‘HERMES’ program to 2 new locations.

Evaluation the continuation of the ENIGMA program.

Provide support to the Aristotle University ofThessaloniki to conduct measurements via the‘Mobile HERMES’ program, in 2 new areas.

Check marketing materials in relation to therevised guidelines.

Continue to provide information (advice on theuse of mobile phones while driving)

Inform public about Sustainability issues viaarticles.

Leaflet distribution (parents guide).

Hold bsafeonline info-events in 8 citiesnationwide.

Vodafone Mobile Broadband/tablets filterdevelopment.


Workshop for the promotion of VodafoneGroup network deployment policy principlesin order to inform the company’s employeesand contractors, whose responsibilities relateto deployment of the company’s network andhow it is operated.

Communicate issues of mobilecommunications, technology and healthbased on scientific developments.

Provide support for the activities of theNational Technical University of Athens andthe Aristotle University of Thessaloniki toextend the ‘HERMES’ program to 3 newlocations.

❙

Provide support to the Aristotle University ofThessaloniki to conduct measurements viathe ‘Mobile HERMES’ program, in 3 new areas.

Check marketing materials in relation to theguidelines.


Inform public about Sustainability issues viarelevant articles.

Leaflet distribution.

Hold bsafeonline info-events in 4 citiesnationwide.

Information of subscribers on VodafoneMobile Broadband/tablets filter availability.


Mobile Phones – Masts – Health – Network Deployment

Customers

Safe internet usage by children and teenagers


2013-2014 objective

1. Complete the process of issuing andapproving the updated Code of EthicalPurchasing in the Greek language, viacompany’s corporate documentationsystem.

2. Incorporate the updated Code of EthicalPurchasing into all contracts with thecompany’s suppliers.

3. Promote Vodafone Code of Conduct tocompany’s contractors, whose responsibilitiesrelate to the deployment of company’snetwork and its operation.

❙

Design the ‘Inspire to Change’ program and run the program for all shop managers.

Continue cross-functional projects.

Continue the Skills Development Center for the Enterprise Business Unit and Consumer Business Unit.

Design and develop a skills development center for Commercial Operations Division.

Continue the recognition programs ‘Make aDifference’ and ‘The Vodafone Way GlobalHeroes’.

Run mentoring programs and workshops withemphasis on developing leadership skills forcompany executives.

❙

❙

❙

❙

2013-2014 result

1. Completion of process of issuing and approvingthe updated Code of Ethical Purchasing in theGreek language, via company’s corporatedocumentation system.

2. Incorporation of updated Code of EthicalPurchasing into 79% of contracts with thecompany’s suppliers.

3. Incorporation of Vodafone Code of Conduct intocontracts with the company’s contractors whoseresponsibilities relate to the deployment of thecompany’s network and its operation.

❙

Design and implement the program to allVodafone shop managers.

Cross-functional projects continued to beimplemented.

The programs for the Enterprise Business Unit and Consumer Business Unit continued.

The specific courses were not held because of other project prioritisation.

The recognition programs were continued.

Mentoring programs and workshops withemphasis on developing leadership skills forcompany executives were carried out.

❙

❙

❙

❙


1. Update existing Code of Ethical Purchasingin order to enhance environmentalstandards and incorporate requirements forbribery and corruption prevention.

2. Incorporate Vodafone Code of Conduct intoall contracts with the company’s newsuppliers, whose responsibilities relate tothe deployment of company’s network andits operation.

Curry out the Employee Survey.

Implement “Leading in the Vodafone Way” and“First Time Line Manager” programs to thecompany’s managerial staff.

❙

Continue the “Skills development center”program for the Enterprise Business Unit andConsumer Business Unit.

Redesign and implementation of trainingprograms for new recruited employees of theCommercial departments.

Continue 2 recognition and rewardingprograms.

Continue Μentoring and workshops programswith emphasis on development of managers’leading skills.

Create of commercial culture for 100% ofemployees through the “CommercialMentality” program.

Implement the new “Vodafone Way of Retail”training program on shops employees.

Continue the Marketing Academy program forall employees of the marketing departments.

Implement the “Vodafone Way of Selling”program on corporate sales employees.

Responsible Behaviour ( continue)


Supply Chain

Employees



2013-2014 objective


Continue to bolster the corporate culture byemphasising 'The Vodafone Way', by developingskills and competences related to the customer-centered approach and by developing andgrowing good executives.

Continuation of the Discover Graduate Programwith the goal of recruiting 10 postgraduatestudents who have or are about to completetheir studies.

No increase in workplace accidents comparedto 2012-2013.

Develop and run an e-learning program aboutoccupational health and safety issues for 35% ofemployees.

Prevent the emission of 50,000 tons of CO2.

Reduce, by 2020, CO2 emissions by 50% againsta 2006-2007 baseline (this is a Vodafone Groupoverall commitment).

Integration of photovoltaic systems at extra 30base stations in order to implement thecombined operation of photovoltaic and hybridschemes.


3% reduction in energy consumption per m2 atoffices.


2013-2014 result

100% participation by employees covered by theannual ‘Performance Dialogue’ process.

Continue to bolster the corporate culture.

11 postgraduate students were recruited.

No increase in workplace accidents.

e-learning program followed by 58% ofemployees.

The emission of 50,933 tons of CO2

was prevented.

❙

Photovoltaic systems were integrated at 38 morebase stations in order to implement the combinedoperation of photovoltaic and hybrid schemes.

50% savings in network energy consumption (thisrepresents 34.444 MWh energy saving at BaseStations and 8.892 MWh at MTXs/DataCenters).

7.3% reduction in energy consumption per m2

at offices.

100% recycling of stored lead batteries (149 tons).



Continue to bolster the corporate culture“The Vodafone Way” for 100% of employees.

Continuation of the ‘Discover Graduate Program’with the goal of recruiting 11 postgraduatestudents or/and alumni.

No increase in workplace accidents comparedto 2013-2014.

Develop and run an e-learning program aboutoccupational health and safety issues for 90% ofemployees.

Prevent the emission of 51,000 tons of CO2

Reduce, by 2020, CO2 emissions by 50% againsta 2006-2007 baseline (this is a Vodafone Groupoverall commitment).

Transfer of photovoltaic systems from basestations that were connected to the power gridto 10 more base stations, which are powered bygenerators in order to implement the combinedoperation of photovoltaic and hybrid schemes.




Responsible Behaviour ( continue)


Eco-Efficiency


2013-2014 objective

Recycling of 100% of waste oils collected fromBase Stations.


Maintain paper recycling percentage peremployee in line with 2011-2012 results (26.6kgr per employee).

60% recycling of used toners.


Collect 8 tons of used household batteries(around 266,600 batteries).

5% reduction in the ODP indicator for refrigerantsystems.


❙

2013-2014 result

1. Recycling of 100% of waste oils collected from Base Stations.

2. Production of 12,500 lt of waste oil wasprevented at gen-powered base stationswhere hybrid operation using.

1. 100% of electrical and electronic equipmentleaving our warehouse was re-used andrecycled.

2. 4.9 tons of small household electronic andelectrical devices were recycled.

46% increase in paper recycling per employee incomparison with 2011-2012 results (32.4 kgr peremployee).

38.1% of used toners were recycled.

18,252 mobile phones and accessories werecollected.

7.2 tons of used household batteries werecollected (around 241,000 batteries).


41% increase in paper use per employeecompared to 2012-2013 (17 kgr of paper peremployee).

1. 29% reduction in fuel consumption fromcompany vehicles.

2. 13.5% reduction in air miles traveled.


Recycling of 100% of waste oils collected from Base Stations.


Maintain paper recycling percentage peremployee in line with 2013-2014 results (32.4kgr per employee).

60% recycling of used toners.


Collect 8 tons of used household batteries(around 266,600 batteries).



1. The average CO2 emission for new cars inthe company’s fleet, over the last 12month period, won’t exceed 130 gr CO2 perkm.

2. Replace 100% of petrol vehicles ofcompany’s fleet by diesel vehicles by March 2016.

Eco-Efficiency ( continue)




2013-2014 objective


Extend the telemedicine program to 100 pointsacross all of Greece (2012-2014).

Evaluate continuation of the program (Click …ON HISTORY)

Continue the program (Prosfero).

Retain the existing social support lines andevaluate the possibility to provide more free callsto social support lines..

Continue the program Mobile pediatrics anddentistry unit).

Re-evaluate and change the workshops to meetchildren’s needs and to match availableresources (SOS Children’s Villages).

Evaluate program continuation (Vodafone Worldof Difference).

1. Continue the clothes collection program.2. Continue the blood donation program. 3. Run 3 employee volunteerism programs.

2013-2014 result

Existing products and services were retained anda new application was launched.

The Telemedicine Program was extended to 100points across all of Greece.

The program was completed.

11 organisations were supported.

Existing social support lines were retained and a new emergency number 1024 was added free of charge for Attiki Odos (replacing former 1866).

25 2-day events were held in the Attica andThessaloniki regions.

The workshops were re-evaluated to meetchildren’s needs

Program was evaluated to meet society’s currentneeds through increase of candidates (from 5 to10) and reduction of work period (6 monthsinstead of 12).

1. The clothes collection program wascontinued.

2. The blood donation program was continued.

3. 5 employee volunteerism programswere run.



Maintain the Telemedicine Program at 100points across all of Greece and evaluate theinclusion of new examinations.

❙


Retain the existing social support lines.

Organise 15 2-day events in rural areas.

Maintain 8 workshops in Athens andThessaloniki

Repeat the program (10 candidates over a 6month-period).

1. Continue the clothes collection program.2. Continue the blood donation program. 3. Run 3 employee volunteerism programs.

Contribution to Sustainable Societies


Δράσεις Εθελοντισμού Εργαζομένων

Exploiting our technology for equal access to communication

Exploiting our technology in the areas of health and education

Supporting initiatives for the common good

Programs in cooperation with respectful institutions that meet direct contemporary needs of today's society

80 |

Ke y D a t a i n Ta b le Fo r m 1


Income tax (€ million)

Value added tax (€ million)

Mobile telephony duties (€ million)

Salaried staff social security contributions (€ million)

Total cost of payrolling and benefits (€ million)

-

101.75

74.27

15.93

79.16

Social – Income distribution 2013-2014 2012-2013 2011-2012

3.21

123.30

98.01

20.32

100.69

-

101.01

89.87

20.61

103.00

Society - Economy 2013-2014 2012-2013 2011-2012

Turnover (€ million)

Earnings before interest, tax, depreciation and amortization (EBITDA) (€ million)

Earnings before tax ( € million)

Net sales ( € million)

Cost of goods sold (€ million)

Total investments in assets ( € million)2

1,013.03

188.15

117.74

402.24

610.80

2,915.32

912.02

189.80

-27.57

366.03

545.99

2,877.87

708.33

158.130

-25.79

315.39

392.95

2,893.97

Δικαστικές προσφυγές που εκκρεμούν ή ολοκληρώθηκαν κατά τηδιάρκεια της περιόδου έκδοσης του απολογισμού για θέματα μηανταγωνιστικής συμπεριφοράς, δημιουργίας τραστ και μονοπωλίου

2

Competition 2013-2014 2012-2013 2011-2012

03


Total Vodafone Greece customer base3

Complaints through EETT

Complaints through Ministry of Development, etc.

Total No. of employees

No. of women in first line managerial level (Management Committee) Total No. of accidents

New recruits

Turnover

No. of leavers

4,899,347

904

437

1,550

3

5 uncontrolled &2 controlled

111

6.7%

317

Responsible Behavior 2013-2014 2012-2013 2011-2012

4,205,596

560

364

2.122

2

1 uncontrolled & 3controlled

77

7.8%

288

4,509,203

936

469

1.756

3

2 uncontrolled & 2 controlled

83

17.3%

445


Program financial aid (€)

Value of products provided to charities (€)

245,550

0

Contribution to the Sustainable Societies 2013-2014 2012-2013 2011-2012

396,8100367,690

11,284

1. For more information on Board’s approach regarding

financial issues, analytical information about the

company's scale and information about the share, as

well as complete financial data, please visit

vodafone.com.

2. Asset investments are calculated based on the

international accounting standards and the amount

depicted is accumulated since the start of company

operations.

3. Due to the Vodafone Greece operating segment, it is

not possible to include customer type and

geographical distribution. For example, a postpay

customer that has requested Vodafone Greece

services in the Attica area does not necessarily mean

that he/she will use those services in the Attica area

or that he/she lives in that specific area..

Data marked with this symbol is within KPMG's limited assurance scope (see pages 89-91, Assurance Report).

Network energy consumption with use of renewable energy sources (kWh)

Network and offices diesel consumption (lt)

Total energy consumption (network, offices, shops) (MWh)

Total energy consumption (network, offices, shops) (Gigajoule)

Total CO2 emissions (network, offices, shops) (tn)

Total CO2 emissions including travelling (tn)

Total CO2 emissions prevention due to the company’s programs (tn)

Installed quantity of R-22 refrigerant (kgr)

Replenished quantity of R-22 refrigerant (kgr)

Ozone Depletion Potential (ODP) indicator for refrigerants / kgr (x 10-5)

No of handsets, accessories, batteries collected as part of the recycling program

Approximately flight distance covered by employees (miles)

No of special constructions

Environmental fines (€)

412

2,796,340

95,652

344,349

96,831

98,757

50,933

6,852

203

2,580

18,252

1,363,259

18

34,500

Eco-efficiency 2013-2014 2012-2013 2011-2012

335

5,525,072

102,007

367,225

106,902

109,782

47,976

8,742

580

3,017

105,893

2,132,191

45

25,100

309

4,161,479

100,490

361,765

103,407

105,989

50,663

7,291

393

2,684

29,567

1,575,240

21

4,500

ΑAccountAbility Standardswww.accountability.org.ukAlpha Bank www.alpha.grAmerican-Hellenic Chamber of Commercewww.amcham.grAnthropinoi-anthropoi www.anthropinoi-anthropoi.grAristotle University of Thessalonikiwww.auth.grArsis Kozanis http://arsiskozanis.blogspot.grAssociation for the Psychosocial Health of Children and Adolescents www.epsype.grAssociation of Chief Executive Officerswww.ease.grAthens Alzheimer’s Associationwww.alzeimerathens.grAthens Medical Center www.iatriko.grAttica Natural Gas www.aerioattikis.grAttiki Odos www.aodos.gr

ΒBiopolitics International Organisationhttp://biopolitics.grBlind.gr www.blind.grBody for the collection of home batteries (AFIS) www.afis.grBread & Action http://artosdrasi.rei.grBusiness Council for the SustainableDevelopment www.sevbcsd.org.gr

CCapital Link http://greece.capitallink.gr/Civil Protection Authoritywww.civilprotection.grConsumers Institute www.newinka.grCorporate Social Responsibility Europewww.csreurope.orgCR Index www.cri.org.gr

DDesmos http://desmos.orgDiogenis NGO www.shedia.gr/about-us/Down Syndrome Association of Greecehttp://down.gr/site

EEffie Hellas www.effiehellas.gr‘ENIGMA’ Information Program for EMFwww.enigma-program.grERMIS Awards www.ermisawards.grEuropean Commission http://ec.europa.eu

FFire Brigade www.fireservice.grFirstData www.firstdata.com/en_gr/FLOCAFE www.flocafe.grFoundation of the Hellenic World www.ime.grFTSE4GOOD www.ftse.com

GGlobal e-Sustainability Initiativewww.gesi.orgGlobal Reporting Initiative (GRI)www.globalreporting.orgGOODY'S www.goodysnet.comGreek Atomic Energy Commissionwww.eeae.grGreek Research and Technology Network www.gnet.grGreenLight www.eu-greenlight.orgGSM Association www.gsma.comGSM Europe www.gsm-eur.com

HHadzipaterion Rehabilitation Center for Children with Cerebral Palsy www.ike.org.grΗellas online www.hol.grHellenic Accreditation System S.A. (E.SY.D.) www.esyd.grHellenic Advertisers Associationwww.sde.grHellenic Authority for the Information and Communication Security and Privacy(ADAE) www.adae.grHellenic Business Ethics Institute (EuropeanBusiness Ethics Network - EBEN GR)www.eben.grHellenic Data Protection Authoritywww.dpa.grHellenic Healthy Cities Network www.ddy.grHellenic National Transplant Organisationwww.eom.grHellenic Network for Corporate SocialResponsibility www.csrhellas.grHellenic Organisation for Standardisation(ELOT) www.elot.grHellenic Police www.astynomia.grHellenic Red Cross www.redcross.grHellenic Society for Social Paediatricsand Health Promotion www.socped.grHellenic Society for the Study of InternetAddiction Disorder www.hasiad.gr‘HERMES’ Program for the systematic measurement of EMF www.hermes-program.gr

IInternational Commission on Non-IonisingRadiation Protection (ICNIRP) www.icnirp.deInternational Organisation forStandardisation www.iso.orgInternational Telecommunications Union www.itu.int

KKatafygio gynaikaswww.katafygiogynaikas.org/prostasiaKPMG Advisors A.E. www.kpmg.gr

LLloyd's Register Quality Assurance (LRQA)www.greece.lrqa.com

MMeda Communication www.meda.grMedecins du Monde www.mdmgreece.grMicrosoft www.microsoft.comMinistry of Development andCompetitiveness www.ypoian.grMinistry of Health www.moh.gov.grMinistry of Mercantile Marine www.yen.grMinistry of Public Order and Citizen Protection www.minocp.gov.grMunicipality of Agia Varvarawww.agiavarvara.grMunicipality of Aigaleo www.aigaleo.grMunicipality of Heraklion Cretewww.heraklion.grMunicipality of Ithaki www.ithaki.grMunicipality of Kefalloniawww.kefallonia.gov.grMunicipality of Perama www.dperama.grMuseum of the City of Athens - Vouros - Eutaxias foundationhttp://athenscitymuseum.gr

ΝNapster www.vodafone.gr/napsterNational Center for Urgent Social Aidwww.ekakv.grNational Center of Instant Helpwww.ekab.grNational Technical University of Athenswww.ntua.grNational Telecommunications and Post Commission www.eett.grNetpolis www.netpolisgame.grNetwork for children's rights www.ddp.org.gr


We b s i t e s


0Organisation Against Drugs (OKANA)www.okana.gr

PPRAKSIS www.praksis.gr/elPublic Power Corporation www.dei.grProcter and Gamble www.epithimies.gr

QQuality Net Foundationwww.qualitynetfoundation.gr

RRecycling center (ΤΕΧΑΝ)www.recycling-center.gr

SScience Center and Technology Museum (NOESIS) www.tmth.edu.grScouts of Greece www.sep.org.grSKAI www.skai.grSOS Children’s Villages www.sos-villages.grSocial Media Awards www.socialmediaawards.gr

TTelecommunications Industry Dialogue on Freedom of Expression and Privacy www.telecomindustrydialogue.orgThe Council of State www.ste.grThe Smile of the Child www.hamogelo.grTherapy Center for Dependent Individuals www.kethea.gr

UUniversity of Piraeus www.unipi.gr/eng_site

VVidavo www.vidavo.grVodafone CU www.vodafonecu.grVPRC www.vprc.gr

WWelfare Association "Agioi Theodoroi" www.facebook.com/ag.theodoroiWorld Business Councilfor Sustainable Development www.wbcsd.chWorld Health Organisation www.who.int/en/

YYMCA Thessaloniki www.ymca.gr

ΑADAE Hellenic Authority for the Information andCommunication Security and PrivacyAFIS Portable Battery Recycling SchemeAPHCA Association for the Psychosocial Health of Children and Adolescents

BBS Base StationBS British Standard

CCEO Chief Executive OfficerCO2 Carbon DioxideCR Corporate ResponsibilityCSR Corporate Social Responsibility

EEBEN GR Hellenic Business Ethics InstituteEETT National Telecommunications and PostCommissionEIA Environmental impact assessmentEKAB National Center of Instant HelpELOT Hellenic Organisation for StandardisationEMAS Eco-Management and Audit SchemeEMF Electromagnetic FieldE.SY.D. Hellenic Accreditation System S.A.

GGeSI Global e-Sustainability InitiativeGRI Global Reporting InitiativeGSM Global System of MobileTelecommunication (2nd Generation)GPRS General Packet Radio Service

ΗHCFC HydroChloroFluoroCarbonsHOL hellas onlineHSSPHP Hellenic Society for Social Paediatricsand Health Promotion

IICNIRP International Commission on Non-Ionising Radiation ProtectionISO International Organisation for StandardisationICT Information Communication Technology

KKCQ Key Control QuestionnaireKETHEA Therapy Center for Dependent Individualskgr KilogramKw KilowattKwh Kilowatthour

LLRQA Lloyd’s Register Quality Assurancelt Litre

Mm3 Cubic Metrem2 Square MetreMb MegabyteMMS Multimedia Messaging ServiceMTX Switching CenterΜWR Megawatt hours

NNGO Non-Governmental Organisation

OO.C.R. Optical Character RecognitionODP Ozone Depleting PotentialOKANA Organisation Against Drugs

PPb LeadΡV Photovoltaic

RRF Radio Frequency

SSAR Specific Absorption RateSIM Subscriber Identity ModuleSMS Short Message ServiceSTAT Hellenic Technology for the BlindDevelopment Association

TΤn TonΤRX Transceiver

VVAT Value Added Service

WWSCSD World Business Council for Sustainable Development

-€ Euro3G 3rd Generation Telecommunications Network4G 4th Generation Telecommunications Network

A b b rev i a t i o n s


Strategy and analysis

1.1 CEO Statement1.2 Key impacts, risks and opportunities

Organisational profile

2.1 Name of the reporting organisation 2.2 Brands, products and/or services 2.3 Operational structure 2.4 Headquarter location 2.5 Countries in operation 2.6 Nature of ownership 2.7 Μarkets served 2.8 Scale of the organisation 2.9 Significant organisational changes2.10 Awards received

Report parameters

3.1 Reporting period 3.2 Previous report 3.3 Reporting cycle 3.4 Contact point for questions 3.5 Content definition 3.6 Boundary of the report3.7 Limitations on the report’s scope 3.8 Joint ventures, subsidiaries and

outsourcing 3.9 Data measurement techniques 3.10 Effects of information re-statement 3.11 Changes from previous reports 3.12 Location of Standard Disclosures 3.13 Εxternal assurance

Government, commitmentsand engagement

4.1 Governance structure 4.2 Chair’s role and function 4.3 Independent / non-executive

members at the board 4.4 Shareholder / employee

participation 4.5 Executive remuneration and

performance 4.6 Conflicts of interest at the board

4.7 Board expertise on sustainability 4.8 Mission and value statements 4.9 Board governance 4.10 Evaluation of the Board’s performance 4.11 Precautionary approach / principle 4.12 External charters / principles 4.13 Αssociation memberships 4.14 List of stakeholders 4.15 Stakeholder identification 4.16 Approaches to stakeholder

engagement 4.17 Topics raised by stakeholders

Economic performance indicators

Disclosure on Management approach

EC1 Direct economic value EC2 Implications from climate change EC3 Defined benefit plan EC4 Financial government assistance

EC5 Range of ratios of standard entry levelwage by gender compared to localminimum wage at significant locations of operation

EC6 Local suppliers approach EC7 Local recruitment EC8 Infrastructure investment EC9 Indirect economic impacts

Environmental performance indicators


EN1 Volume of materials used EN2 Recycled materials

EN3 Direct energy consumption by primary energy source

EN4 Indirect energy consumptionby primary source

EN5 Energy savedEN6 Initiatives for renewable energyEN7 Initiatives for reducing indirect energy

1, 7-112-3, 7-11, 36-387-11, 15-18, 43-457-11, 16-17, 42-452-3, 11-12, 21-22, 58-592-3, 12-13, 18-19, 33-3612-13, 4512-1312-132-3, 11, 12-13, 16, 19,23-24, 38, 40-453, 12-13, 19, 21-2634-36

1, 80-81

1, 5, 80-811, 2-3, 49, 51-55, 63-6447Vodafone Greece has not received any significant financial assistance fromthe government and gov-ernment is not present in VodafoneGreece shareholdingstructure.

39, 40, 41

36-38Not material.21-26, 62-7327-32, 64-67, 80-81

1, 7-11, 48-61

Not material-VodafoneGreece does notmanufacture.

50-55, 80-81

50-55, 80-81

50-5550-54, 6460-61, 63-64

11, 2-3, 4, 6-19

456-194445, 80-815, 53, 80-811, 55

44442-3, 4, 11-1342-44

4, 47, 50, 57-59, 60-61, 80-815, 50-554-5, 50-5584-874, 89-91

7-11, 15-167-117-11

11, 19, 40, 42-43

43-45, 80-81

7-11, 15-16

GRI Indicators Section / Note Section / Note

GRI (3 .1)Relevant Requirements Table


EN8 Water withdrawal

EN11 Land assets in sensitive areas EN12 Biodiversity within lands owned

EN16 Greenhouse gas emissions EN17 Other indirect greenhouse gas

emissions

EN18 Initiatives to reduce greenhousegases

EN19 Ozone-depleting substanceemissions

EN20 NOx and SOx emissions EN21 Water discharge

EN22 Waste by disposal method EN23 Significant spills EN26 Εnvironmental impact mitigation EN27 Packaging materials EN28 Νon-compliance sanctions EN29 Environmental impact of transport

Social performance indicators: Labour practices and decent work


LA1 Workforce breakdown LA2 Εmployee turnover LA3 Benefits provided to full-time

employeesLA4 Collective bargaining agreements

LA5 Minimum notice periods

LA6 Workforce in joint health and safety committees

LA7 Occupational injuries andabsenteeism

LA8 Education on serious diseases LA10 Training per employeeLA11 Lifelong learningLA12 Career developmentLA13 Employee diversity

and governance LA14 Basic salary ratio of men

to women

LA15 Return to work and retention ratesafter parental leave, by gender

Social performance indicators: Human rights


HR1 Ηuman rights clauses ininvestment

HR2 Supplier screening on human rights HR3 Total hours of employee training on

policies and procedures concerningaspects of human rights that arerelevant to operations, includingthe percentageof employeestrained

HR4 Discrimination HR5 Αssociation and collective

bargaining HR6 Child labour HR7 Forced labour HR10 Percentage and total number of

operations that have been subjectto human rights reviews and/orimpact assessments

HR11 Number of grievances related tohuman rights filed, addressed andresolved through formal grievancemechanisms

At Vodafone Greece there is a minimum notice period of approximately three weeks forsubstantial operational changesaffecting the long-term relationship of employees.

45-47

45-47, 80-81

45-4743-4543-4540, 43-45, 80-8140-41

41, Vodafone Greece offers the same pay for the same job irrespective of gender. 41

2-3, 7-12, 36-38

7, 36-38, The company takes intoconsideration the P.D. 178/2002(employees rights protection)in cases of important investmentagreements.

7, 11, 36-387, 18, 43-45

7-11, 4011, 36-38, 40-41

36-38, 4011, 36-39, 402-3, 7-12, 36-38, 40-41

7-11, 36-38, 40-41


Not material based on company’s Impact Assessment results. Water consumption is not one of thecompany’s main impacts on theenvironment, as these derivefrom its operation, however, thissector as well is responsibly handled.

Not material-However, Vodafone Greece does assesspotential impacts on biodiversity in its networkdeployment.

50, 80-8180-81, The indirect greenhousegas emissions derive fromelectrical energy use from the network for company'soperations as well as from the employees air travel.

50

59

51Not material based on company’s Impact Assessment results. 48-61No relevant incident occurred.48-6158-59, 80-8123, 80-8160-61, 80-81

7-11, 39-47

41, 80-814147

40-41


Social performance indicators: Society

Disclosure on Managementapproach

SO1 Impacts on communities SO2 Corruption risks SO3 Αnti-corruption training SO4 Actions against corruption SO5 Public policy and lobbying

SO6 Political contributions/donations

SO7 Anti-competitive behaviorSO8 Regulatory non-compliance

sanctions SO9 Operations with significant

potential or actual negative impacts on local communities

Internal operations

IO1 Investment in telecom networkinfrastructure

IO2 Extended service to not profitablelocations

IO3 Health and safety offield personnel

IO4 Radiofrequency emissions from handsets

IO5 Radiofrequency emissions from base stations

IO6 Specific Absorption Rate of handsets

IO7 Sitting of masts and transmission sites

IO8 Data for sites

1, 7-11, 21-26, 62-73

2-3, 12-14, 21-26, 36-38, 80-817-11, 17-18, 36-387-11, 17-18, 36-387-11, 17-18, 36-387-8, http://www.vodafone.com/content/index/about/about_us/policy.html

7-8, http://www.vodafone.com/content/index/about/sustainability/managing_sustainability/public_policy.html80-817-11, 13-15, 16-17, 80-81

2-3, 12-14, 21-22, 36-38, 48-61

1, 80-81

Vodafone Greece has nouniversal service obligations(Universal Service Obligation),according to legislative andregulatory framework.22, 45-47

22

21-26

22

13-14, 21-26

Vodafone Greece characterisesthis information as confidential.However, the companypublishes the number ofcollocations with other mobiletelecommunicationscompanies.

Telecommunications Sector Specific Section / Note Section / NoteGRI Indicators

SO10 Prevention and mitigation measuresimplemented in operations with significant potential or actual negative impacts on localcommunities

Social performance indicators: Product responsibility


PR1 Product life cycle PR3 Product information PR6 Marketing communications

programs PR7 Non-compliance in marketing

practicesPR8 Client privacyPR9 Product non-compliance

2-3, 12-14, 21-22, 36-38, 48-61

7-11, 21-33

19, 21-26, 33, 38, 58-59, 6133, 34-36, 38, 61

26-27

13-1513-15

At Vodafone Greece we developtelecommunicationsinfrastructure in order to providecoverage and high qualitycommunications servicesthroughout the entire state,including not just urban andsemi-urban areas but also remoterural areas, villages and townswith low populations, roadwaysand almost the entire surface ofGreek territorial waters. 65-66

17, www.vodafone.gr

www.vodafone.grDue to Vodafone Greece operat-ing segment, it is not possible toinclude customer type and geo-graphical distribution. For exam-ple, a postpay customer that hasrequested Vodafone Greece serv-ices in the Attica area, does notnecessarily means that he/sheuses these services in the Atticaarea and/or that he/she stays inthis specific area.

Providing access

PA1 Remote and low population density areas

PA2 Overcoming barriers for access and usage

PA3 Availability and reliability ensurance

PA4 Level of availability


86 |

GRI (3 .1)Relevant Requirements Table



Technology applications

TA1 Resource efficiency of productsand services

TA2 Potential replacement of physicalobjects

TA3 Measures of transport and/orresource changes of customer use

TA4 Estimates of the rebound effect

TA5 Intellectual property rights andopen source technologies

Notes:The afore-mentioned requirements-indicators refer to Sustainability Reporting Guidelines of GRI (2011) and to GRI Telecommunications Sector Supplement (2003).

The additional GRI Indicators are presented in grey color.


51-55, 60, 63-64

60-61, 63-64

63-64http://www.sepe.gr/files/pdf/Executive%20Summary.pdf

63-64http://www.sepe.gr/files/pdf/Executive%20Summary.pdf

www.vodafone.gr

PA5 Usage by low and no incomepeople

PA6 Emergency situations anddisaster relief

PA7 Human rights issues for accessand usage θέματα πρόσβασηςκαι χρήσης

PA8 EMF issues communication PA9 Ιnvestement in electromagnetic

field research

PA10 Charges and tariffs clarification PA11 Information on responsible,

efficient and environmentallypreferable use

26-33

17, 68-69

34-36

21-26, 3322, 25-26, http://www.vodafone.com/content/index/about/sustainability/mpmh/scientific_research/research_programmes.html

26-27

2-3, 12-13, 19, 33, 34-36, 54-55, 58-59, 63-64

REPORT APPLICATION LEVEL C C + B B + A A +

PROFILEDISCLOSURES

OU

TPU

T

MANAGEMENTAPPROACH

DISCLOSURES OU

TPU

T

PERFORMANCEINDICATORS &

SECTOR SUPPLEMENTPERFORMANCE

INDICATORS

Report on:¬ 1.1¬ 2.1-2.10¬ 3.1-3.8, 3.10-3.12¬ 4.1-4.4, 4.14-4.15.

Report on all criteria listedfor Level C plus:¬ 1.2¬ 3.9, 3.13¬ 4.5-4.13, 4.16-4.17.

Same as requirementfor Level B.

Not Required. Management ApproachDisclosures for each IndicatorCategory.

Management ApproachDisclosures for eachIndicator Category.

Report on a minimum of 10 Performance Indicators,including at least one fromeach of: Economic, Socialand Environmental.

Report on a minimum of 20Performance Indicators, atleast one from each ofEconomic, Environmental,Human rights, Labor, Society,Product Responsibility.

Report on each core andSector Supplement*Indicator with due regard to theMateriality Principle by either:a) reporting on the Indicator orb) explaining the reason forits omission.

* Sector supplement in final version

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G R I ( 3 . 1 ) Re p o r t A p p l i c a t i o n Leve l


A p p l i c a t i o n o f Α Α 1 0 0 0

Vodafone Greece Sustainability program is deter-

mined through the annual assessment of our oper-

ations impact in conjunction with regular consulta-

tion with Stakeholders. Via this process the "Material

Issues" for the company derive, and based on those

we set the areas that we focus our actions, in accor-

dance with the principles of the AA1000 APS. Our

aim is to manage our Sustainability program and the

content of the company’s Sustainability Report, so

that it follows the principles of the ΑΑ1000APS stan-

dard.

We continue to face the challenge of the systematic

dissemination of the ΑΑ1000 standard’s principles

and integrating them into the entire range of com-

pany activities. A continuous priority for the compa-

ny is to keep Stakeholders constantly briefed and

aware regarding Sustainability issues, so that con-

sultation with them will generate added value for the

company.

Inclusivity

To identify Stakeholders, we evaluate those groups

in society that are affected by or affect company op-

erations. We then recognise and record their needs

and expectations, through face-to-face meetings,

qualitative (in-depth) and quantitative surveys, as

well as focus groups. This fosters dialogue, creating

a suitable field within which opinions can be voiced

and exchanged. Through the specific dialogue, our

belief that we understand the needs and expecta-

tions of Stakeholders is reinforced, as well as the cer-

tainty that we are managing issues of concern to

them. We remain committed to constantly endeav-

oring to meet our Stakeholders’s needs and expec-

tations.

More specifically, in relation to the Stakeholder En-

gagement Survey carried out approximately every

two years, we reexamined its frequency and we are

exploring the possibility of conducting a short survey

on an annual basis and a more extended every two

years. This change we believe will help us to better

manage the issues that our Stakeholders are con-

cerned about, in a constantly changing environ-

ment.

Materiality

From the company’s outset, we have been focusing

on sectors, which are deemed material for company

operations and on sectors which have been highlight-

ed as important by our Stakeholders. Moreover, cur-

rent social and financial circumstances have brought

to light new sectors to which the company can con-

tribute through its technology. Conclusively, the

most important material areas for Vodafone Greece

are the following:

Responsible Behavior1. Mobile Phones - Base stations - Health - Net-

work Deployment

2. Customers

3. Safe Internet use by Children and Adoles-

cents

4. Supply Chain

5. Employees

Eco efficiency6. Energy Efficiency and Use of Renewable En-

ergy Sources

7. Recycling

8. Use and Promotion of Environmentally

Friendly Products and Services

Contributing to Sustainable Societies9. Utilising mobile communications technolo-

gy, products and services in order to:

¬ support the Greek economy

¬ support the Greek society

10. Programs in cooperation with solid bodies

aiming to cover society’s current needs

11. Employees’ volunteerism

The pages of this Report, describe specific pro-

grams with measurable results that the company

has implemented in the aforementioned areas.

Responsiveness

We strive to meet our Stakeholders’ needs and ex-

pectations, using the feedback obtained from con-

sultation with them. Their expressed needs and ex-

pectations are taken into account in relation to the

company’s operation. As a result, we set specific

measurable objectives for every program we im-

plement, to be achieved within a specific time

frame, which we also publish. We also publish the

results of our programs regardless of whether the

specific objectives have been achieved or not, in

our effort to reinforce transparency.

It remains at the centre of our vision, the exploration

and development of opportunities that can -via

our technology- contribute to the sustainability of

the Greek economy, business, and society in gen-

eral.

That is why, we strategically invest in utilising our

technology to promote society’s sustainability, in

financial, social and environmental terms; our per-

formance in that sector is described in the Sustain-

ability Report. This utilisation of technology focuses

on areas pertaining to supporting the Greek economy,

stimulation of Greek businesses’ competitiveness,

while generating benefits for the environment,

equal access to specialised health care services for

residents of remote areas, as well as equal access

to communication for disabled people. Furthermore,

the company invests in programs implemented by

solid bodies that provide solutions to society’s

current needs.

The aim of our company’s Sustainability Program is to continue to operate responsibly, toefficiently use natural resources, energy and materials and to utilise our technology to offerinnovative products and services, in order to support the Greek economy, while generatingbenefits for the environment, as well as the Greek society. Moreover, we are partnering up withsolid bodies and institutions to implement long lasting programs that cover society’s currentneeds.


What was included in the scope of ourassurance engagement?

Our engagement was designed to provide limited

assurance in accordance with ISAE 30001 and the

requirements for a Type 2 assurance engagement

under AA1000AS (2008)2 on the following aspects

of the Report (assurance scopes):

1. the application of AA1000APS (2008)3 princi-

ples, as described on page 88 of the Report,

2. the reliability of the “Managing Sustainability”

section marked with the symbol on pages

6-19 of the Report,

3. the stated results against objectives marked with

the symbol and reported in the “Objectives –

Results – New Commitments Table” on pages

74-79 of the Report,

4. the reliability of performance data for 2013-

2014 marked with the symbol and reported

in the “Main Figures in Table Form” section on

pages 80-81 of the Report,

5. Vodafone’s self-declared Global Reporting Ini-

tiative (GRI) application level of the Report, in-

cluding the telecommunications sector specific

GRI indicators.

The nature, timing and extent of evidence-gather-

ing procedures for limited assurance is less than

for reasonable assurance, and therefore a lower

level of assurance is provided for the data and ob-

jectives under the limited assurance scope. Read-

ers should note that moderate level of assurance

in AA1000AS (2008) is consistent with limited as-

surance in ISAE 3000.

We have not been engaged to provide assurance

over any prior reporting period data or information

presented in the Report.

Which reporting criteria did Vodafoneuse?Vodafone applies the AA1000APS (2008) criteria

for the three principles of inclusivity, materiality and

responsiveness as described on page 88 of the Re-

port.

For the Report, Vodafone applies the Sustainability

Reporting Guidelines (G3.1) of the GRI as declared

οn page 1 of the Report.

Our conclusions are based on the appropriate ap-

plication of the abovementioned criteria.

What was excluded from the scope of ourassurance engagement?

The scope of our work did not include the financial

data of the Company contained in the Report.

To obtain a thorough understanding of Vodafone’s

financial results and financial position, the 2013-

2014 audited financial statements should be con-

sulted.

Which assurance standards did we use?

We conducted our engagement in accordance with

ISAE 3000 and the requirements for a Type 2 assur-

ance engagement under AA1000AS (2008). A Type

2 Assurance Engagement covers not only the na-

ture and extent of the organization’s adherence to

the AA1000APS (2008), but also evaluates the reli-

ability of selected sustainability performance infor-

mation.

We conducted our engagement in accordance with

the “IFAC Code of Ethics for Professional Account-

ants” which requires, among other things, the inde-

pendence of the members of the assurance team

and of the assurance organization, including not

being involved in writing the Report. The Code con-

tains detailed requirements regarding the integrity,

objectivity, confidentiality and professional compe-

tence and behavior. KPMG has internal systems

and processes to monitor compliance with this

Code and to prevent potential conflicts regarding

independence. Our engagement was conducted

by a multidisciplinary team with extensive experi-

ence in sustainability (including environmental, so-

cial and financial aspects) and sustainability

assurance.

Assurance Repor t

1. International Standard on Assurance Engagements

(ISAE) 3000: Assurance Engagements other than Audits

or reviews of Historical Financial Information, issued by

the International Auditing and Accounting Standards

Board.

2. AA1000 Assurance Standard (2008), issued by Account-

Ability.

3. AA1000 Principles Standard (2008), issued by Account-

Ability

Independent Limited Assurance Report to the Management of Vodafone

KPMG Advisors A.E. was engaged by Vodafone-Panafon Hellenic Telecommunications Company S.A. (further referred to as “Vodafone” or “the

Company”) to provide limited assurance over selected aspects of the Greek version of the Vodafone Sustainability Report 2013-2014 (further

referred to as the “Report”) for the reporting period ended 31 March 2014.


What did we do to reach our conclusions?

We planned and performed our work to obtain all

the evidence, relevant documentation, information

and explanations that we considered necessary in

relation to the above scope. Our work included the

following procedures using a range of evidence

gathering activities which are further explained be-

low:

¬ Inquiries of management to gain an under-

standing of Vodafone’s processes for deter-

mining the material issues for its key stakeholder

groups inclusive of an evaluation of the results

of Vodafone stakeholder consultation processes

and their methodology.

¬ Interviews with senior management and rele-

vant managerial staff of Vodafone concerning

sustainability strategy and policies for material

issues, and the implementation of these across

the business.

¬ Interviews with relevant Vodafone staff re-

sponsible for providing information in the Re-

port, during which we also reviewed the systems

and processes for information management,

internal control and processing of the qualitative

and quantitative information, at Company

level. We also tested on sample basis the reli-

ability of underlying data for the selected per-

formance data within the scope of our assur-

ance.

¬ Enquiring about Vodafone’s assertions and ex-

planations regarding progress against objectives

through evidence collection, covering internal

and external documentation such as corre-

spondence, minutes of meetings, reports, pre-

sentations and research and survey results.

¬ Visits to the central offices of Vodafone in

Athens, which were selected on the basis of a

risk analysis including the consideration of

both quantitative and qualitative criteria.

¬ A media analysis and an internet search for

references to Vodafone during the reporting

period.

¬ Review of the Report to ensure there are no

disclosures that are misrepresented or incon-

sistent with our findings.

¬ Checking the GRI Index provided by Vodafone,

to ensure consistency with the GRI application

level requirements of A+.

What are our conclusions?

The following conclusions should be read in con-

junction with the work performed and scope of our

assurance engagement described above.

Assurance scope 1: On the AA1000APS prin-ciples of Inclusivity, Materiality and Respon-siveness (limited assurance):

Nothing has come to our attention to suggest that

Vodafone’s description of its alignment with the

AA1000APS (2008) principles on page 88 of the

Report, is not fairly stated in all material respects.

Without affecting our conclusion, the following are

recommended:

¬ In relation to the principle of inclusivity, Voda-

fone should maintain and build on the already

established model for stakeholder engage-

ment with its latest adjustments, which allow

for a more frequent contact with its stakehold-

ers.

¬ In relation to the principle of materiality, Voda-

fone should maintain the current procedures

for identifying material issues and aim at further

expanding them by i.e. disclosing the way of ad-

dressing conflicts or dilemmas between differ-

ent expectations regarding materiality.

¬ In relation to the principle of responsiveness,

Vodafone could further enhance the existing

collaborative approach of integrating stake-

holders needs and expectations in the prod-

ucts, services and programs the company de-

velops to meet its Sustainability objectives, as

well as in the way the company communicates

its sustainability performance.

Assurance Repor t

90 |


Assurance scopes 2, 3 and 4: On the reliabil-ity of selected section and data, and resultsagainst selected objectives (limited assur-ance):

Nothing has come to our attention to suggest

that the reliability of the “Managing Sustainabili-

ty” section marked with the symbol on pages

6-19 of the Report, the stated results against ob-

jectives marked with the symbol reported in

the “Objectives – Results – New Commitments

Table” on pages 74-79 of the Report, and the re-

liability of performance data marked with the

symbol for 2013-2014 reported in the “Main

Figures in Table Form” section on pages 80-81 of

the Report, are not fairly stated in all material re-

spects.

Assurance scope 5: On the self declared GRIapplication level (limited assurance):

Nothing has come to our attention to suggest that

Vodafone’s self-declaration of GRI application level

A+ on pages 1 and 87 is not fairly stated in all ma-

terial respects.

Without prejudice to our conclusions for all the as-

surance scopes, as presented above, we provide

Vodafone’s management with an internal memo

presenting in more detail specific findings and ar-

eas for improvement.

Responsibilities

Vodafone’s Management are responsible for

preparing the Report, and the information and

statements within it. They are responsible for iden-

tification of stakeholders and material issues, for

defining objectives with respect to sustainability

performance, and for establishing and maintaining

appropriate performance management and inter-

nal control systems from which reported informa-

tion is derived.

Our responsibility is to express our conclusions in

relation to the above scope. Our assurance report

is made solely to Vodafone in accordance with the

terms of our engagement. Our work has been un-

dertaken so that we might state to the Company

those matters we have been engaged to state in

this assurance report and for no other purpose. We

do not accept or assume responsibility to anyone

other than Vodafone-Panafon Hellenic Telecom-

munications Company S.A. for our work, for this as-

surance report, or for the conclusions we have

reached.

KPMG Advisors A.E

.

George Raounas

Partner

Athens, December 2nd 2014

VODAFONE - PANAFON HELLENIC TELECOMMUNICATIONS COMPANY S.A.

1-3 Tzavella str., 152 31 Halandri, Greece

Tel.: +30 210 67 02 000, +30 210 67 03 000, Fax: +30 210 67 03 200

vodafone.gr

April 2013 – March 2014

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