Vodafone's response to stakeholders
We listen to our stakeholders, assess the issues raised, review our objectives, policies and programmes, and respond accordingly.
Responsiveness is one of the three key principles of the AA1000 Assurance Standard alongside materiality and completeness. We recognise that this is an integral part of our reporting process.
The table below outlines the key elements of our response to stakeholders on key issues in 2007/08.
| Issues | Main stakeholders affected | Vodafone’s response |
|---|---|---|
| Extending access to communications | Customers, governments, development agencies and communities | We continue to research the socio-economic impact of mobile and develop products with a high social value. Our focus is on enabling financial transactions, international remittances, developing low cost handsets and reducing preventable exclusion. |
| Mobile phones, masts and health | Customers, communities, regulators, governments, the public | Vodafone recognises there is public concern about the safety of radio frequency fields from mobile phones and base stations. We survey stakeholder opinion on how responsibly we are acting. We continue to make objective information widely available and engage openly with stakeholders on this issue. |
| Responsible network deployment | Communities, local councils, landlords | Our Group policy and guidelines on responsible network deployment set consistent standards for our local operating companies. We require all local operating companies to communicate with local communities and authorities and address their concerns. Vodafone continues to engage with local stakeholders in the selection and management of base station sites. |
| Earning the trust of our customers | Customers, regulators, content providers, child protection NGOs | Access controls have been installed by all local operating companies that offer age-restricted content. We published new guidelines summarising our Content Standards policies and giving advice on using mobiles responsibly. Vodafone has signed the European Framework for Safer Mobile Use by Younger Teenagers and Children and is working with EUN Schoolnet to develop an online education resource to help teachers raise awareness of these issues in schools. |
| Clear pricing | Customers and regulators | Vodafone Passport is now used by approximately 28 million customers in 17 markets. The average cost of European roaming calls has been cut by more than 40% and the cost of calls can be easily checked by text or online. We have made our pricing more transparent and provide information online and in brochures in-store. |
| Privacy | Customers, governments, human rights and civil liberties groups | Vodafone is participating in a multi-stakeholder dialogue to establish principles on freedom of expression for the industry. Privacy officers have been appointed in all local operating companies. We engage with stakeholders to seek their views on the appropriate balance between safeguarding privacy and assisting law enforcement authorities to tackle serious crime and terrorism. We are working with the European Commission on data security notification. |
| CR in our supply chain | Workers in developing countries, suppliers, NGOs | CR has been incorporated into our supplier qualification process across the Group. We are working with the industry to develop a common approach to CR supply chain management. |
| Energy use and climate change | Governments, communities, environmental NGOs | We have set a target to cut our CO2 emissions by 50% by 2020. To achieve this, our main focus is on identifying opportunities to reduce energy use in our base stations and working with suppliers to improve the energy efficiency of new network equipment. We are part of the UK and EU Corporate Leaders Group on Climate Change, working with governments and industry to reduce CO2 emissions. |
| Reuse and recycling | Customers, handset manufacturers, environmental NGOs, governments | All our local operating companies have handset recycling programmes in place. We raise awareness about handset recycling in-store and through consumer campaigns. Many of our local operating companies offer customers incentives to return phones. |
| Employment | Employees | Our employee strategy covers six key areas of people management. We communicate regularly with employees and measure employee engagement through our annual People Survey. |
| Ethics | Employees, suppliers | Our Duty to Report policy requires employees to report any violations of our Business Principles to their line manager or local HR manager. Suppliers can also report ethical concerns via an anonymous third-party hotline. |
| Public policy and tax | Governments | Openness and transparency are the key elements of our approach in dealing with governments on these issues. We engage with regulators and governments on issues relevant to our industry. |
This page is within the scope of the assurance statement by Deloitte.