MORE YES! 2014 SUSTAINABILITY HIGHLIGHTS REPORT MARKETPLACE & CUSTOMERS COMMUNITY PEOPLE ENVIRONMENT

Transcription

1 MORE YES! 2014 SUSTAINABILITY MARKETPLACE & CUSTOMERS COMMUNITY PEOPLE ENVIRONMENT

2 ABOUT US We re Optus - Australia s second largest telco, providing communications and digital services to millions of people every day. We ve got more than 9,000 full-time equivalent (FTE) employees and operate 276 Optus yes stores right across this amazing country. OUR SUSTAINABILITY FOCUS AREAS MARKETPLACE & CUSTOMERS LEADING IN CUSTOMER EXPERIENCE Great network Simple and easy to understand products Brilliant service Customer support in times of need 2 OPTUS 2014 SUSTAINABILITY 3 A MESSAGE FROM PAUL O SULLIVAN We re the only carrier in Australia to own and operate three types of network infrastructure mobile, fixed and satellite. Our mobile network connects around 9.4 million customers every day. We operate more than 5,700 3G base stations covering 98.5% of the Australian population and have switched on 4G to almost 1,800 base stations across our network providing on-street coverage to 75% of the metropolitan population. Our full report and Global Reporting Initiative Index is available online at GOVERNANCE EMBEDDING RESPONSIBLE PRACTICES IN OUR BUSINESS EMPLOYEES ENGAGING EMPLOYEES IN OUR STRATEGY COMMUNITY USING OUR SKILLS AND RESOURCES TO MAKE A POSITIVE DIFFERENCE ENVIRONMENT MINIMISING OUR ENVIRONMENTAL FOOTPRINT Strong governance Values and ethics Stakeholder engagement Transparency and accountability Sustainable procurement Diversity Health, safety and wellbeing Training and development Employee engagement Strategic partnerships Education about responsible use of phones and Internet Local communities Energy consumption Sustainable transport Electronic waste Environmental impact of infrastructure We aim to be a sustainable company, and at the same time, contribute to the economic growth and prosperity of Australia. We re committed to making positive changes in our industry for our customers, our people, the community and the environment. For more than 22 years, Optus has been the voice of competition and choice in the Australian telecommunications market. Every day we strive to become Australia s most loved and most recommended service brand by our customers and our people. Optus has contributed more than $1 billion to Australia s economy through investments in our network. Around 9.4 million Australians have benefitted from the increased capacity and coverage of our network as a result of this ongoing investment. Optus employs more than 9,000 people in its offices and retail stores across the country. We invest heavily in their development and growth as we realise our success depends on it. SINGTEL OPTUS Being a sustainable company means building trust with our customers by providing responsible products and services which respond to their needs. Last year we did this by tackling the issue of bill shock which gave our customers greater confidence to use their data when and where they want without the fear of an unexpectedly high bill. Building trust goes far beyond our commitments to our customers. We ve got a long history of helping to build stronger communities through our funding, our people as well as through our technology and resources. We are committed to building a company that contributes to Australia s prosperity and has a positive impact in the communities in which we are a part of. Paul O Sullivan SingTel Optus

3 OPTUS 2014 SUSTAINABILITY 4 5 KEY PERFORMANCE INDICATORS AREA Indicator ECONOMIC Revenue (A$ million) 8,466 8,934 Profit (A$ million) MARKETPLACE & CUSTOMERS TIO complaints (number) 16,057 30,699 Hardship service (number) 7,638 10,310 PEOPLE Employee engagement (per cent) Lost time injury rate (LTIR) Females in executive positions (per cent) ENVIRONMENT Energy use (gigajoules) 1,363,670 1,328,724 Carbon footprint (tonnes C02e ) 346, ,997 COMMUNITY Community investment (A$ milion) Volunteering (hours) 8,724 6,835

4 HIGHLIGHTS OPTUS 2014 SUSTAINABILITY TRIPLED THE NUMBER OF VISITS TO THE MY WELLBEING SITE FOR EMPLOYEES 14-YEAR LOW IN COMPLAINTS TO THE TELECOMMUNICATIONS INDUSTRY OMBUDSMAN 1800 EMPLOYEES HAVE PARTICIPATED IN LOV (LISTEN, OWN, VALUE) TRAINING OUR SUSTAINABILITY STRATEGY 6 7 OBJECTIVES & PILLARS OF THE SINGTEL GROUPS CORPORATE SUSTAINABILITY STRATEGY We aim to deeply embed Sustainability in our DNA, Culture, Value System and the way we run our business and engage our stakeholders LAUNCHED MY PLAN WHICH IS HELPING TO REDUCE BILL SHOCK ESTABLISHED YES4GOOD AN INTEGRATED EMPLOYEE GIVING PLATFORM EMPLOYEE ENGAGEMENT SCORE IS UP NINE POINTS 9 POINTS CONDUCTED A PILOT OF A NEW OFFICE LIGHTING SOLUTION AT MACQUARIE PARK WATER USAGE REDUCED USAGE BY 9% AT MACQUARIE PARK LAUNCHED AUSTRALIA S LEADING DIGITAL EDUCATION PROGRAM DIGITAL THUMBPRINT NET PROMOTER SCORE HAS INCREASED TO +5 MARKETPLACE & CUSTOMERS Delivering superior customer experience and transforming the way our customers live and work with our innovative ICT products and services Adhering to the highest standards of corporate governance Embracing responsible business practice To create sustainable and long-term growth for our business, while leading and shaping the positive change for our marketplace & customers, the communities we operate in, our people and the environment COMMUNITY PEOPLE ENVIRONMENT Driving positive and sustainable changes to disadvantaged communities, especially vulnerable youth Enabling the inclusion and well-being of young people and the broader community Engaging our people to support the community through corporate workplace giving, and volunteer programs To be an employer our people are proud to work for by providing care and equal opportunities in a workplace and culture that is diverse, inclusive and collaborative Challenging and developing our people to reach their fullest potential Understanding managing and minimising our environmental impact through energy efficient practices and technologies, resource conservation and pollution prevention Focusing on 4 key aspects, energy and water use, carbon emmissions and waste management

5 MARKETPLACE & CUSTOMERS OPTUS 2014 SUSTAINABILITY 8 MARKETPLACE & CUSTOMERS 9 OUR APPROACH Our ambition is to become the most loved and recommended service brand in Australia. That s why we re committed to providing our customers with simple products, brilliant service and a great network. We re making significant changes to put customers at the heart of everything we do. But we can t do this alone. We need the support of partners and suppliers who share our values and approach to responsible business practices. PERFORMANCE HIGHLIGHTS A Declaration of Yes helped us make our way back to the founding principles of our business. My Plan is helping reduce bill shock, making a real difference almost 800,000 customers. Our market Net Promoter Score (NPS) has increased to +5, meaning we ve got more customers who d recommend us to their family and friends than not. We recorded a 14-year low in the number of complaints to the Telecommunications Industry Ombudsman (TIO). THE BASICS ABOUT BILL SHOCK With more people using smartphones, customers have an increased appetite for data. And when data usage goes up, it exposes people to unexpectedly high bills or bill shock. In fact, our research showed that 27% of customers had no idea what their data allowance was and 36% were concerned that their mobile data usage will exceed their allowance. In addition, around 32% of 1,200 parents surveyed in September 2013 had been hit by bill shock from their kid s mobile bill. A third of these parents received a bill of $300 or more. We know that most people aren t aware of the scale of excess charges that occur when they go over their data allowance. A customer that goes over their limit may be hit by charges that could be 10 or 20 times what they d normally pay. NO MORE SURPRISES This year we launched a product that turns bill shock on its head. My Plan was released in July It s a smart plan for smartphones that offers genuine fairness, flexibility and transparency with almost 800,000 postpaid customers. There are four key features of My Plan: 1. FLEXIBILITY - Customers are protected when they go over their monthly plan limit by automatically moving them up to the next usage level for that month. So instead of paying around $250 for an extra gig of data, customers are only charged $10 which according to our research was perceived as a fair and reasonable amount. 2. SIMPLE COMMUNICATIONS We ve removed confusing technical jargon like dollar value, flagfall, caps and so on. Simple terms like minutes, megabytes and unlimited text make life easier for our customers. 3. USAGE ALERTS We know it s sometimes hard for customers to keep track of how much data they re downloading or minutes they re chatting. That s why we keep them in the know with usage alerts. We ve also improved the usage meter in My Account and My Optus App so that no bill should ever come as a surprise again. 4. UNLIMITED TEXTING And because we re keeping it simple, we ve made standard national SMS and MMS unlimited for all My Plan customers. In addition, while most of our customers like to sign up for a 24-month contract with a phone included, there s a growing number who prefer to go month-to-month. The Optus My SIM Plan allows customers to use their own phone and choose between monthly or 12-month plans. In the long run My Plan will encourage our customers to confidently use their data when and where they want. These are bold and market leading moves for our industry.

6 COMMUNITY COMMUNITY 11 APPROACH Building trust is core to our ambition to be the most loved and recommended service brand in Australia. One of the ways we do this is by saying Yes to supporting and investing in the community. Our mission is to help vulnerable youth achieve their full potential and enjoy a bright future through the use of technology and investment in life enhancing programs. Our support is focused on three key areas: cyber wellness and online safety, education and employability, inclusion and wellbeing. We re investing in partnerships that not only help community organisations build their capacity and impact but also empower our people to support causes that they re passionate about. PERFORMANCE HIGHLIGHTS The launch of a digital education program Digital Thumbprint which has already reached almost 36,000 secondary school students. The establishment of yes4good an integrated giving platform providing a one-stop-shop where our people can donate time or money. The expansion of the mobile student2student program reaching 525 reading pairs with 93% improving their reading skills. Continued to expand our partnership with Kids Helpline reaching 4,866 students through the Kids School program. SAVVY CYBER CITIZENS We re building a digital education program called Digital Thumbprint. This innovative program provides young people with information, tools and tips to help them become digital savvy, responsible and proactive cyber citizens. It s one way we re helping to protect and empower young people to have positive experiences in the digital world. Digital Thumbprint makes digital education fun and interactive. It teaches secondary school students the advantages of a positive online presence whilst arming them with the facts they need to stay safe online. The program is aligned with the relevant school curriculum in each state and covers topics such security, cyberbullying and study resources. THESE SESSIONS WERE ENGAGING, RELEVANT AND INFORMATIVE. THE CASE STUDIES CHALLENGED OUR STUDENTS TO THINK ABOUT THE IMPACT THEY HAVE IN THE DIGITAL WORLD, WHILE THE FACILITATOR S PRESENTATION STYLE ENCOURAGED STUDENTS TO PARTICIPATE, ASK QUESTIONS AND REALLY TAKE HEED OF WHAT WAS BEING SAID. - Teacher We re seeking to achieve genuine social impact through positive behavioural change in students online experiences. We have run more than 1,200 sessions reaching more than 35,800 students across metro New South Wales and metro Victoria since the program was launched in This year the program reached more than 25,000 students. We ve applied our NPS modelling to the Digital Thumbprint program by asking teachers On a scale of 0-10, how likely are you to recommend Digital Thumbprint to other schools and teachers. The program has a positive score of +59 which is a very strong result for a program that has being going for less than 12 months. We will continue to monitor this key metric. FEEDBACK FROM DIGITAL THUMBPRINT STUDENTS STRONGLY AGREE AGREE DISAGREE STRONGLY DISAGREE The workshop was engaging 50% 48% 1% 1% The facilitator was engaging 62% 36% 1% 1% The workshop was relevant to me I learnt something in the workshop that I can use 41% 48% 9% 2% 57% 38% 4% 1% I enjoyed the workshop 53% 44% 2% 1% More information:

7 PEOPLE PEOPLE 13 OUR APPROACH We aim to become the most loved and recommended service brand by our customers and our people. Our people are strong customer advocates and their belief and passion is directly linked to our performance. We re supporting our people to unleash their potential, to connect with our customers and each other and to drive brilliant customer experiences. Our people leaders play a crucial role in demonstrating the right values, behaviours and attitudes for our organisation. PERFORMANCE HIGHLIGHTS Improved our employee engagement score which is up 9% points to 73% Completed our first Brand Camp which touched every employee across Australia More than 1,800 employees participated in Listen Own and Value (LOV) training which helps our people develop skills to provide brilliant customer service Commenced a program to improve workplace health and safety processes and controls for contractors Undertook our first Regional Talent Exchange with one employee undertaking an international secondment in Jakarta Launched Optus Mates Rates a new website that provides employees with access to amazing offers from over 1,000 brands and stores INTERNATIONAL OPPORTUNITIES TO GROW International opportunities are a great way to attract, retain and develop talented employees. A Regional Talent Exchange was established in 2012 to increase opportunities for employees to gain experience across the SingTel Group. The initial focus is young or emerging leaders who would benefit from an international role. Our first international exchange was Darren Werner, an Optus marketing graduate who spent three months at the SingTel Group subsidiary, Telkomsel, in Jakarta. Darren worked in the Digital Lifestyle team applying his marketing skills to video, music, games and other online products. According to Darren, Indonesians are among the most friendly and hospitable people he has ever met which made his transition to working and living in Jakarta much easier. Adapting to a new culture and way of doing business has been the most interesting yet challenging experience of my life, he said. ONE OF THE THINGS I LEARNT DURING MY FIRST FEW WEEKS IS THE IMPORTANCE OF FLEXIBILITY. THINGS DON T ALWAYS GO TO PLAN IN BUSINESS AND DEVELOPING THE ABILITY TO SELF-MANAGE EXPECTATIONS IS ESSENTIAL TO STAYING FOCUSED. Darren believes the Regional Talent Exchange is an invaluable opportunity to explore a new culture, learn about the broader SingTel Group business and to exchange ideas with colleagues in Asia. My team and mentor provided me with the perfect level of support in my development, learning and exposure to an emerging and dynamic market. I will remember the daily lunches in the pantry, the laughter after our cultural and language misunderstandings and the after work basketball and Futsal fun, said Darren. This year five employees across the SingTel Group took part in the program and our future plans are to have a minimum of 12 employees access secondment opportunities. These young, talented employees will work on strategic projects giving them the exposure to the broader business and an opportunity to understand the different markets we operate in and their unique challenges.

8 ENVIRONMENT ENVIRONMENT 15 OUR APPROACH We re committed to understanding, managing and minimising the environmental impact of our operations. We achieve this through energy management and technology and an ongoing focus on education and engagement with employees and contractors. We re actively understanding and managing our resource use and waste with a focus on efficient energy consumption. While there is much more work to be done, we re building strong foundations with a robust approach to governance and reporting. PERFORMANCE HIGHLIGHTS Conducted a pilot of a new office lighting solution at Macquarie Park Achieved modest energy savings of 3,805 gigajoules Recognised with an award for being a Cycling Friendly Business Reduced our water usage by 9% at Macquarie Park Year-on-year reductions in fuel usage for the past six years TELEPHONE EXCHANGES OF THE FUTURE As our network grows, so too does the demand on our telephone exchanges. Telephone exchanges are an integral part of the Optus telecommunications network. A telephone exchange houses the system of switches and connections that connect telephone calls from the dialler to the caller. Exchanges of the future will have much bigger energy requirements and hence reliable cooling so our customers can keep on talking. While current exchange technology has served us well to date, our new exchange rack standard positions us for future increases in power usage. Developed across our organisation and the broader SingTel Group, the Group Rack Standard sees the introduction of pre-provisioned equipment racks that save space, are more energy efficient, are cheaper to run and are more reliable. In the event of power loss, new exchanges will be capable in some circumstances of running without mechanical cooling, a huge win for our customers in terms of service reliability and for us in terms of potential energy savings as we expand the use of this improved capability. More simply, we re looking forward to our new energy efficient exchanges saving our business significant energy and expense as they are progressively rolled out over the coming few years. MUSTER UP YOUR OLD MOBILE Mobile phones are not biodegradable and contain substances that can potentially harm the environment if not handled correctly at the end of a phone s useful life. Our aim is to ensure that customers can recycle their mobile phones easily and safely. We ve been a member of MobileMuster since 1998 and this year we recycled 4.8 tonnes or around 18,787 phones. MobileMuster is celebrating its 15 year anniversary. Since then, the mobile phone industry has collected and recycled more than 1,000 tonnes of old mobile phones, batteries, chargers and accessories - keeping them out of landfill. Mobile phones can be recycled at any Optus retail outlet.

9 VISIT OUR WEBSITE optus.com.au/corporateresponsibility FEEDBACK We welcome your feedback on our progress and our Sustainability Report. Please contact us at HEAD OFFICE Our head office is locate at 1 Lyonpark Road, Macquarie Park NSW 2113 IMM_1404W1891_2014