C.R. Certifications and Indices

OTE’s CR strategy, initiatives and reporting are aligned closely with a number of European and International standards.

Certifications

• In 2010, the number of OTESHOPs (ΤΕΚ) that are certified according to the ISO 9001: 2008 standard, was 127 throughout Greece (from a total 202), with an additional 15 Executive Departments also certified.
• Improvement of Environmental Management Systems, according to ISO 14001:2004 Standard, was achieved for two departments: Department of Maintenance and Repairs of the Transportation Means Unit and the Customer Technical Support Department.
• Improvement of Occupational Health and Safety Management Systems, according to ELOT 1801:2008 - OHSAS 18001: 2007 Standard, was achieved for two departments: Department of Maintenance and Repairs of the Transportation Means Unit and the Customer Technical Support Department

The above certification processes ensure the provision of quality services, which undergo continuous re-assessment and improvement.

Global Reporting Initiative (GRI)

OTE was one of the first Greek companies to apply GRI’s G3 principles (Global Reporting Initiative “G3” Sustainability Reporting Guidelines), achieving the GRI “C” application level for the 2006 CR Report, and the GRI “B” application level for its 2007 and 2008 CR Reports. 

External Assurance

In 2010, ΟΤΕ’s 2009 CR Report was also among the first by a Greek company to be independently externally assured, pursuant to the ΑΑ1000 AccountAbility Principles Standard, thus achieving the GRI “B+” application level. 

AA1000 AccountAbility Principles Standard

OTE’s CR program “Building Ties”, focuses on issues that are of great importance for both our business and our stakeholders. In 2010, OTE continued to develop its approach to applying the ΑΑ1000 principles pertaining to Inclusivity, Importance and Responsiveness.  From the stakeholder feedback received during 2010 and in preparing this Report, we are confident that our programs address our stakeholders’ main priorities, while acknowledging the need for further development of systems to support our efforts to determine and evaluate emerging or changing issues.

Inclusivity

Our approach regarding “inclusivity” (the determination of stakeholders and cooperation with them in order to gain a thorough understanding of the issues that concern them) has been largely developed by the establishment of dialogue mechanisms with the employees, the investors, the customers, the public and regulatory bodies, NGOs and the media. We are aware of the need and the value of a two-way communication channel for the discussion of emerging issues, as this helps to develop an informed overview on issues of Stakeholders’ concern, which helps us plan and form future decisions. So far, most Stakeholders are satisfied with the level and modes of dialogue with OTE.
In 2010, at the request of our NGO social partners for the establishment of a direct dialogue with the company, we began a series of organised discussions to promote the exchange of views on issues concerning both OTE and the social partners. These discussions continued into 2011, as part of fulfilling our 2010 CR goals. These dialogue meetings focus on the most important social and environmental issues in Greek society, an exchange of views on those issues from the NGO and corporate perspectives, as well as on each other’s roles and where cooperation is best directed. The most crucial issues identified by Social NGOs were:

• The negative impact of the current economic crisis on children and families, resulting in decreased protection and greater risk of harm

• The increasing role of technology in people’s lives, particularly for young people, which can be very beneficial with the right education and harmful when it is lacking

• Extremely low levels of social welfare, due to low levels of public awareness and the lack of organised state welfare for vulnerable social groups, particularly people with disabilities and serious illnesses

The Environmental NGOs identified as most crucial the following:

• Despite the economic crisis, the issue of the environment is now considered as the second most crucial social issue in our society. This is because environmental problems have started affecting directly the everyday life of people especially those of low income. As a result support for voices calling for action has grown

• The lack of state policies and action in this area has left an immense space for initiatives and collaborative actions by NGOs, private citizens, corporations and individual politicians. The lack of protection of the environment has also led to a high threat for biodiversity

In addition, our NGO partners’ views on the corporate world, CR, and the role of OTE, can be summarised as follows:

• The lack of organised state policies and measures on these issues has left a large space for corporate involvement and as a result expectations on companies have grown

• Companies have responded to this by taking action and developing CR programmes, but not always in the right way. Phenomena such as ‘green-washing’ or undertaking actions without incorporating the underlying values in their business and corporate culture, or without following through, are often observed in the corporate world

• These NGOs welcome strategic and long term partnerships with companies and expect not only financial support from them, but also evidence that the company is incorporating the values of CR in their business structure and promoting these with their employees

• During the current economic crisis when direct financial support from companies is decreasing, NGOs encourage companies to keep their long term relations with NGOs with a proven track record and to explore alternative and creative ways of using corporate resources to support them. Corporate volunteerism is one such method, and is very welcomed as long as it is well organised and supported by both sides and it is followed through

• NGOs are also encouraging companies to find ways of using their core business resources, products and services (for example, technology in the case of OTE), to help social groups and to protect the environment.  Green ICT is seen as a very positive contribution in the right direction

Materiality

Our approach to “materiality” (determining what issues are important for OTE and its stakeholders) focuses on the impact that our company has on the marketplace and the environment, as well as on the support we provide to the society and the employees. In 2010 we began to develop a materiality mapping system, the implementation of which was delayed by some internal reorganisation, and will now be pursued in 2011. Our aim is to further map and prioritise the issues that combine a high degree of impact for our enterprise and a high degree of importance for the stakeholders, as well as to expand our measurement capabilities and reporting of those issues.  The dialogue we have started with NGOs gave us valuable input on what is material for them. However, we acknowledge the need for a more complete systemisation of the materiality procedure during 2011.

Responsiveness

Our approach towards “responsiveness” (to material issues and to being transparent regarding our performance) is well developed in individual domains, such as our customers, our investors and the employees and is increasingly becoming embedded in the environmental management. Our approach regarding issues that are material for multiple stakeholder domains, such as Internet Safety, were developed for the most part in 2010, thus proving the importance of Corporate Responsibility and its more systematic integration in the company’s business planning.
For the 2010 CR Report, Deloitte has committed to provide independent assurance regarding the implementation of the Accountability AA1000 principles in the “2010 Corporate Responsibility Report”.

International CR Indices

FTSE4Good

ΟΤΕ, for the last three consecutive years (since 2008) is included in the FTSE4Good index on issues pertaining to Corporate Responsibility, guaranteeing transparency and continuous effort for the implementation of good practices. The FTSE4Good index measures Corporate Responsibility performance and includes top companies from all over the world.

Corporate Responsibility Index (CRI)

In 2010, for a third consecutive year, ΟΤΕ participated in the Corporate Responsibility Index (CRI) evaluation procedure, in cooperation with BITC (Business in the Community), and for the first time received the "gold” distinction, among many other significant Greek companies and multinational enterprises. The CRI index is an evaluation tool and is considered as one of the most important international indices in Europe for the measurement of the performance of the companies regarding Corporate Responsibility.