GRI index

This section provides you with a way to cross-check our performance against the indicators of the Global Reporting Initiative (GRI).

In the printed version of this report there are cross-references to this section throughout the reporting section.

In this section you can also read how we report against the 11 GRI Principles.

Status key

1 - Yes this indicator has been covered by the report, by this table or by associated reports
2 - Yes, but this indicator has only partially been covered by the report
3 - No this indicator has not been reported on, or it is not being measured
4 - Not applicable for O2

back to top

1. Vision and strategy

Indicator Description Status O2 Reference Page reference to O2 plc Corporate Responsibility
report 2005
1.1 Statement of the organisation's vision and strategy regarding its contribution to sustainable development. 1 Inside front cover
p. 3
1.2 Statement from the CEO describing key elements of the report 1 p. 3
p. 4
back to top

2. Profile

Indicator Description Status O2 Reference Page reference to O2 plc Corporate Responsibility
report 2005
2.1 Name of reporting organisation 1 p. 5
2.2 Major products and/or services, including brands, if appropriate 1 p. 5
2.3 Operational structure of the organisation 1 p. 5
2.4 Description of major divisions, operating companies, subsidiaries and joint ventures 1 p. 5
p. 6-19
2.5 Countries in which the organisation's operations are located 1 p. 5
2.6 Nature of ownership; legal form 1 p. 5
p. 2-3
2.7 Nature of markets served 1 p. 5
p. 6-19
2.8 Scale of the reporting organisation:
- number of employees
- products produces/services offered (quantity or volume)
- net sales; and
- Total capitalisation broken
down in terms of debt and equity


In addition to the above, reporting organisations are encouraged to provide additional information, such as: Value added; total assets; and breakdown of any or all of the following:
- sales /revenues by countries/regions that make up 5% or more of total revenues;
- major products and/or identified services
- costs by country/region; and
- employees by country/region
 2
Operating Business reviews 		p. 5
p. 6-19; 66-67; 71-72, 84

Key data
2.9 List of stakeholders, key attributes of each, and relationship to the reporting organisation 2 Understanding opinion, p. 10
Content standards, p. 14
Customer focus, p. 15
Ethical procurement, p. 17
Masts and network build, p. 20
Transport emissions, p. 27
Engagement, p. 29
Reorganisation, p. 33
Inclusion, health and wellbeing, p. 36
Report scope        
2.10 Contact person(s) for the report, including e-mail and web addresses 1
p. 8
2.11 Reporting period for the information provided 1 p. 5
2.12 Date of most recent previous report 1 Deciding what to report on, p. 10
2.13 Boundaries of report (countries/regions, products/services, divisions/facilities/joint ventures/subsidiaries) and any specific limitations on the scope 1 p. 5
2.14 Significant changes in size, structure, ownership or products/services that have occurred since the previous report 1 p. 5
2.15 Basis for reporting on joint ventures, partially owned subsidiaries, leased facilities, outsourced operations, and other situations that can significantly affect comparability from period to period and or between reporting organisations 1 p. 5
2.16 Explanation of the nature and effect of any re-statements of information provided in earlier reports, and the reasons for such re-statements (e.g. mergers/acquisitions, change of base years/periods, nature of business, measurement methods) 1 Energy consumption and greenhouse gas emissions, p. 26

Table 2, p. 26
Report profile        
2.17 Decisions not to apply GRI principles or protocols in the preparation of the report. 1 Online
2.18 Criteria/definitions used in any accounting for economic, environmental and social costs and benefits. 1 Benchmarking, p. 37
2.19 Significant changes from previous years in the measurement methods applied to key economic, environmental and social information. 1 Energy consumption and greenhouse gas emissions, p. 26

Table 2, p. 26
2.20 Policies and internal practices to enhance and provide assurances about the accuracy, completeness and reliability that can be placed on the sustainability report. 1 Deciding what to report on, p. 10

Community assurance statement, p. 37

p. 42-43
2.21 Policy and current practice with regard to providing independent assurance for the full report. 1 Community assurance statement, p. 37

p. 42-43
2.22 Means by which report users can obtain additional information and reports about economic, environmental and social aspects of the organisations activities, including facility-specific information. 1
Operating Business reviews 		p. 17
p. 19-21


p. 7
p. 12
p. 6
back to top

3. Governance structure and management systems

Indicator Description Status O2 Reference Page reference to O2 plc Corporate Responsibility
report 2005
Structure and governance
3.1 Governance structures of the organisation, including major committees under the board of directors that are responsible for setting strategy and for oversight of the organisation 1 Managing performance, p. 9
p. 41
3.2 Percentage of the board of directors that are independent, non-executive directors 1 Measuring diversity, p. 32
p.41
3.3 Process for determining the expertise board members need to guide the strategic direction of the organisation, including issues related to environmental and social risks and opportunities 1 Managing performance, p. 9
p. 45-50
3.4 Board-level processes for overseeing the organisation's identification and management of economic, environmental and social risks and opportunities 1 Managing performance, p. 9
3.5 Linkage between executive compensation and achievement of the organisations financial and non-financial goals (e.g. environmental performance, labour practices) 1 Managing performance, p. 9
p. 51-64
3.6 Organisational structures and key individual responsible for oversight, implementation and audit of economic, environmental, social and related policies 1 Managing performance, p. 9
Our environmental impact, p. 23
Personal health, safety and wellbeing, p. 31
3.7 Mission and values statements, internally developed codes of conduct or principles and policies relevant to economic, environmental and social performance and the status of implementation 1 Ethical conduct, p. 8
Our environmental impact, p. 23
Engagement, p. 29
3.8 Mechanisms for shareholders to provide recommendations or direction to the board of directors 1 Ethical conduct, p. 8
Our environmental impact, p. 23
Engagement, p. 29
Stakeholder Engagement
3.9 Basis for identification and selection of major stakeholders. This includes the processes for defining an organisation's stakeholders and for determining which groups to engage. 1 Understanding opinion, p. 10
Content standards, p. 14
Customer focus, p. 15
Ethical procurement, p. 17

3.10 Approaches to stakeholder consultation reported in terms of frequency of consultations by type and by stakeholder group. (This could include surveys, focus groups, community panels, corporate advisory panels, written communication, management/union structures, and other vehicles.)  2 Understanding opinion, p. 10
Content standards, p. 14
Customer focus, p. 15
Ethical procurement, p. 17
Masts and network build, p. 20
Transport emissions, p. 27
Engagement, p. 29
Reorganisation, p. 33
Inclusion, health and wellbeing, p. 36
3.11 Type of information generated by stakeholder consultations (Include a list of key issues and concerns raised by stakeholders and identify any indicators specifically developed as a result of stakeholder consultation.) 2 Chart 1, p. 11
Protecting young people, p. 14
Engagement, p. 29
Inclusion, health and wellbeing, p. 36
3.12 Use of information resulting from stakeholder engagements (For example, this could include selecting performance benchmarks or influencing specific decisions on policy or operations.) 1 Content standards, p. 14
Customer focus, p. 15
Protecting young people, p. 14
Handsets, p. 20
Masts and Network build, p. 20
Transport emissions, p. 20
Our culture, p. 30
Focusing on disability, p. 33
Inclusion, health and wellbeing, p. 36
Overarching Policies and Management Systems
3.13 Explanation of whether and how the precautionary approach or principle is addressed by the organisation 1 Protecting young people, p. 14
p. 19
3.14 Externally developed, voluntary economic, environmental, and social charters, sets of principles, or other initiatives to which the organisation subscribes or which it endorses. (Include date of adoption and countries/operations where applied.) 1 Content standards, p. 14
Masts and network build, p. 20
Our environmental impact, p. 23
Focusing on disability, p. 33
3.15 Principal memberships on industry and business associations and/or national/international advocacy organisation 1 Content standards, p. 17
Industry co-operation on ethical supply chain issues, p. 17
Masts and network build, p. 20
Industry co-operation, p. 20
Recovering handsets, p. 24
Personal health, safety and wellbeing, p. 31
Focusing on disability, p. 33
3.16 Policies and/or systems for managing upstream and downstream impacts including : supply chain management as it pertains to outsourcing and supplier environmental and social performance; and product and service stewardship initiatives. 2 Ethical conduct, p. 8
Ethical procurement, p. 17
Upgrading network equipment, p. 25
Environmental procurement, p. 27
3.17 Reporting organisation's approach to managing indirect economic, environmental, and social impacts resulting from its activities. 2 p. 15
p. 19
Table 3 p. 27
3.18 Major decisions during the reporting period regarding the location of, or changes in, operations. Explain major decisions such as facility or plant opening, closing, expansions and contractions. 1 p. 3
p. 5
Customer focus, p. 3
3.19 Programmes and procedures pertaining to economic, environmental and social performance. Include discussion of: priority and target setting; major programmes to improve performance; internal communication and training; performance monitoring; internal and external auditing and senior management review. 1 p. 3
p. 4
p. 5
Managing performance, p. 9; Our strategic objectives, p. 11
p. 13-17
p 19 -21
p. 23-27
p. 29-33
p. 35-37
p. 40-41
p. 42-43
3.20 Status of certification pertaining to economic, environmental and social management systems 1 p. 3
Managing performance, p. 9
Our environmental impact, p. 23
Personal health, safety and wellbeing, p. 31
back to top

Economic performance indicators

Indicator Description Status O2 Reference Page reference to O2 plc Corporate Responsibility
report 2005
Customers
EC1 Net sales - as listed in the profile section under 2.8 1 p. 5
EC2 Geographic breakdown of markets (For each product or product range, disclose national market share by country where this is 25% or more. Disclose market share and sales for each country where national sales represent 5% or more of GDP) 2 p. 4-5
Suppliers
EC3 Cost of all goods, materials and services purchased 1 p. 66
EC4 Percentage of contracts that were paid in accordance with agreed terms, excluding agreed penalty arrangements 2 Ethical procurement, p. 17
p. 43
EC11 (Add) Supplier breakdown by organisation and country 3 We do not report this information publicly due to protection of proprietary information.  
Employees
EC5 Total payroll and benefits (including wages, pension, other benefits and redundancy payments) broken down by country or region 1 p. 84
Providers of capital
EC6 Distributions to providers of capital broken down by interest of debt and borrowings, and dividends on all classes of shares, with any arrears of preferred dividends to be disclosed. 1 p. 74-75
EC7 Increase/decrease in retained earnings at end of period 1 p. 66
Public sector
EC8 Total sum of taxes of all types paid broken down by country 2 Breakdown by country is not reported publicly at this stage, as it is not an accounting obligation in the UK. p. 80
EC9 Subsidies received broken down by country or region 4 There is an accounting obligation to disclose government grants and subsidies received, however the grants received by O2 are too small and usually nil therefore not disclosed.  
EC10 Donations to community, civil society and other groups broken down in terms of cash and in-kind donations per type of group 1  
EC12 (Add) Total spent on non-core business infrastructure development 4 No expenditure on non-core business infrastructure.  
Indirect economic impacts
EC13(Add) The organisations indirect economic impacts. Identify major externalities associated with the reporting organisation's products and services 2 O2 does not in itself have a significant impact on national GDP figures. However, the sector as whole does and statistics are included in the Accessing section of the report. The mobile services industry, p. 16
back to top

Environmental performance indicators

Indicator Description Status O2 Reference Page reference to O2 plc Corporate Responsibility
report 2005
Materials
EN1 Total materials use other than water, by type. Provide definitions used for types of materials. Report in tonnes, kilograms, or volume. 1 Chart 1-2, p. 24
Reducing waste from our offices and shops, p. 25,
Table 2, p. 26
EN2 Percentage of materials used that are wastes (processes or unprocessed) from sources external to the reporting organisation. Refers to both post-consumer recycled material and waste from industrial sources. Report in tonnes, kilograms, or volume. 2 The corporate responsibility report covers waste streams that are directly related to our operations, waste created by O2's contractors on site would be included in the figures. The report does not currently cover the waste created by our suppliers or contracted parties, from their activities e.g the proportionate waste volumes of one of our handset manufacturers for the handsets that we buy. However, we have made a commitment to continually widen the areas that we consider, so as to be able to report on significant waste streams associated with our undertakings. This year we looked at business travel associated with our logistics partners, see Table 3, p. 27. Chart 1, p. 24
Energy
EN3 Direct energy use segmented by primary source (Report in joules) 3 O2 does not utilise any direct energy sources, except for very minor and intermittent use of diesel fuel for emergency generators. The annual consumption has not been reported because it is of the order of only a few hundred litres of fuel per year.  
EN4 Indirect energy use. Report on all energy used to produce and deliver energy products purchased by the reporting organisation (e.g., electricity or heat). Report in joules. 2 p. 26, Tables 1-2
EN17 (Add) Initiatives to use renewable energy sources and to increase energy efficiency 1 p. 26, Tables 1-2
EN18 (Add) Energy consumption footprint (I.e. annualised lifetime energy requirements) of major products. Report in joules. 3 We do not yet capture the data mentioned, but we have made a commitment to continually widen the areas that we consider, to be able to report on the true impact O2's operations has on the environment.  
EN19 (Add) Other indirect (upstream/downstream) energy use and implications, such as organisational travel, product lifecycle management and use of energy-intensive materials. 2 We do not yet capture the data mentioned, but we have made a commitment to continually widen the areas that we consider, to be able to report on significant waste streams associated with our undertakings. p. 27, Table 3
Water
EN5 Total water use 1 Airwave's office water consumption data is included in the UK data figures, however, excluding any new sites. Buildings operated by Manx Telecom and O2 Germany do not have metered water, water is part of a standing charge included in the overall annual costs of occupancy. p. 26, Table 2
EN20 (Add) Water sources and related ecosystems/habitats significantly affected by use of water) 4 O2 does not have any industrialised processes which draw on water supplies, other than the standard 'domestic' uses of toilets and washrooms, drinking water or water for cooking. Our buildings are all fitted with Building Management systems which are set to limit water wastage to a minimum. Our waste water is disposed of through the local drainage system and processed by the relevant water company. We do not dispose of water from any processes to ground and the local water table.  
EN21(Add) Annual withdrawals of ground and surface water as a percent of annual renewable quantity of water available from the sources 4 We are a service providing company and do not need to extract water for any processes. We also do not have a license to do so.  
EN22 (Add) Total recycling and reuse of water 4 See EN21.  
Biodiversity
EN6 Location and size of land owned, leased or managed in biodiversity-rich habitats 3 This information is currently not being collected, however we plan to improve data collection in this area during 2005/06.  
EN7 Description of the major impacts on biodiversity associated with activities and/or products and services in terrestrial, freshwater and marine environments 3 Not specifically reported, because no major impacts on biodiversity have been identified that would be associated with the Company's activities.  
EN23 (Add) Total amount of land owned, leased or managed for production activities or extractive use 4 Not applicable. We do not operate any industrial processes.  
EN24 (Add) Amount of impermeable surface as a percentage of land purchased or leased 4 Not applicable, we do not operate any industrial processes and our mast constructions only require a small surface to be erected on.  
EN25(Add) Impacts of activities and operations on protected and sensitive areas 3 This is currently not being measured or researched, however, going forward we will raise awareness about any potential impact our operations may have. We are expecting this to be negligible due to the nature of our business.  
EN26 (Add) Changes to natural habitats resulting from activities and operations and percentage of habitat protected or restored 3 See EN25.  
EN27 (add) Objectives, programmes and targets for protecting and restoring native ecosystems and species in degraded areas 3 Currently there are no such activities.  
EN28 (Add) Number of IUCN Red List species with habitats in areas affected by operations 3 See EN25.  
EN29 (Add) Business units currently operating or planning operations in or around protected or sensitive areas 3 See EN25.  
Emissions, effluents and waste
EN8 Greenhouse gas emissions 1 p. 26, Table 2
EN9 Use and emissions of ozone-depleting substances 1 p. 27, Table 4
EN10 NOx, SOx and other significant air emissions by type 3 Not specifically reported by O2 because there are no significant emissions to air from any O2 installations.  
EN11 Total amount of waste by type and destination. 'Destination' refers to the method by which waste is treated, including composting, reuse, recycling, recovery, incineration, or landfilling. Explain the type of classification method and estimation method. 2 Managing waste, p. 24
Reducing waste from our offices and shops, p. 25
p. 25, Chart 2
p. 26, Table 2
EN12 Significant discharges to water by type 4 This is not reported by O2 because there are no significant discharges to water from O2 installations. O2 also does not have a license to discharge to water.  
EN13 Significant spills of chemical, oils, and fuels in terms of total number and total volume 1 Local pollution risk, p. 27
EN30 (Add) Other relevant indirect greenhouse emissions 2 O2 is a service providing company and does not have any other relevant greenhouse emissions than those reported or mentioned in this report.  
EN31 (add) All production, transport, import or export of any waste deemed 'hazardous' under the terms of the Basel Convention Annex 1,111, and V11 3 This is not reported by O2 because O2 does not import or export any hazardous waste. Any hazardous waste is handled by environmentally accredited suppliers.  
EN32 (Add) Water sources and related ecosystems/habitats significantly affected by discharges of water and runoff 3 This is not reported by O2 because there are no significant discharges to water from O2 installations. O2 des also not have a license to discharge to water.  
Suppliers
EN33 (Add) Performance of suppliers relative to environmental components of programmes and procedures described in response to Governance Structure and Management Systems section (Section 3.16) 2 Ethical procurement, p. 19
Environmental procurement, p. 27
Products and services
EN14 Significant environmental impacts of principal products and services 1 Managing waste and recovering handsets, p. 24
EN15 Percentage of the weight of products sold that is reclaimable at the end of the product's useful life and percentage that is actually reclaimed. 'Reclaimable' refers to either the recycling or reuse of the product materials or components. 2 Chart 1, p. 24
Compliance
EN16 Incidents of and fines for non-compliance with all applicable international declarations, conventions, treaties, and national, sub-national, regional and local regulations associated with environmental issues 1 Local pollution risk, p. 27
Transport
EN34 (Add) Significant environmental impacts of transportation used for logistical purposes 2 Table 3, p. 27
Overall
EN35 (Add) Total environmental expenditures by type 3 Environmental expenditures are e.g. certification costs to ISO 14001. Operational projects that may result in environmental benefits are not recorded as environmental costs.  
back to top

Social performance indicators

Indicator Description Status O2 Reference Page reference to O2 plc Corporate Responsibility
report 2005
Employment
LA1 Breakdown of workforce, where possible, by region/country, status (employee/non-employee), employment type (full time, part time) and by employment contract (indefinite or permanent/fixed term or temporary). Also identify workforce retained in conjunction with other employers (temporary agency workers or workers in co-employment relationships) segmented by region/country 1 Operating Business reviews: p. 29
Key data -sections
LA2 Net employment creation and average turnover segmented by region/country 1 Operating Business reviews: p. 29
Key data -sections
LA12 (Add) Employee benefits beyond those legally mandated 1 Our culture, p. 30
Labour management relations
LA3 Percentage of employees represented by independent trade union organisation or other bona fide employee representatives, broken down geographically OR percentage of employees covered by collective bargaining agreements broken down by region/country 1 p. 29
LA4 Policy and procedures involving information, consultation, and negotiation with employees over changes in the reporting organisations operations (e.g. restructuring) 1 Reorganisation, p. 33
LA13 (Add) Provision for formal worker representation in decision-making or management, including corporate governance 1 p. 29
Health and safety
LA5 Practices on recording and notification of occupational accidents and diseases, and how they relate to the ILO Code of Practice on Recording and Notification of Occupational Accidents and Diseases 1 Personal health, safety and wellbeing, p. 31
LA6 Description of formal joint health and safety committees comprising management and worker representatives and proportion of workforce covered by such committees 2 Personal health, safety and wellbeing, p. 31
LA7 Standard injury, lost day, and absentee rates and number of work-related fatalities (including subcontracted workers) 1 Personal health, safety and wellbeing, p. 31
LA8 Description of policies or programmes (for the workplace and beyond) on HIV/AIDS 1 Personal health, safety and wellbeing, p. 31
LA14 (Add) Evidence of substantial compliance with the ILO Guidelines for Occupational Health Management Systems 1 Personal health, safety and wellbeing, p. 31
LA15 (Add) Description of formal agreements with trade unions or other bona fide employee representatives covering health and safety at work and proportion of the workforce covered by any such agreements 1 Personal health, safety and wellbeing, p. 31
Training and education
LA9 Average hours of training per year per employee by category of employee 2 Training and development, p. 30
LA16 (Add) Description of programmes to support the continued employability of employees and to manage career endings 1 Reorganisation, p. 33
LA17 (Add) Specific policies and programmes for skills management or for lifelong learning 1 Training and development, p. 30
Diversity and opportunity
LA10 Description of equal opportunity policies or programmes as well as monitoring systems to ensure compliance and results of monitoring 2 Our culture, p. 30
LA11 Composition of senior management and corporate governance bodies (including the board of directors) including female/male ratio and other indicators of diversity as culturally appropriate 1 Measuring diversity, p. 32, Chart 4, p. 31
Human rights
Strategy and management
HR1 Description of policies, guidelines, corporate structure and procedures to deal with all aspects of human rights relevant to operations, including monitoring mechanisms and results 2
  • O2's human rights policy
 Online
HR2 Evidence of consideration of human rights impacts as part of investment and procurement decisions, including selection of suppliers/contractors 2 Ethical procurement, p. 17
HR3 Description of policies and procedures to evaluate and address human rights performance within the supply chain and contractors, including monitoring systems and results of monitoring 2 Ethical procurement, p. 17
HR8 (Add) Employee training on policies and practices concerning all aspects of human rights relevant to operations 2 Ethical conduct, p. 8
Non-discrimination
HR4 Description of global policy and procedures/programmes preventing all forms of discrimination on operations, including monitoring systems and results of monitoring 2 Our culture, p. 30
Freedom of Association and Collective Bargaining
HR5 Description of freedom of association policy and extent to which this policy is universally applied independent of local laws, as well as description of procedures/programmes to address this issue 1 Our culture, p. 30
Child Labour
HR6 Description of policy excluding child labour as defined by the ILO Convention 138 and extent to which this policy is visible state and applied, as well as description of procedures/programmes to address this issue, including monitoring systems and results 2 Our culture, p. 30
Forced and Compulsory Labour
HR7 Description of policy to prevent forced and compulsory labour and extent to which this policy is visible state and applied, as well as description of procedures/programmes to address this issue, including monitoring systems and results of monitoring 2 O2's operations are of such nature that the issue of forced labour within our organisation has not arisen. Our operating businesses operate in the UK, Ireland, Germany and Isle of Man. O2's policy on forced labour is included in O2's ethical procurement policy. Our culture, p. 30
Disciplinary Practices
HR9 (Add) Description of appeal practices, including but not limited to, human rights issues 1 Our culture, p. 30
HR10(Add) Description of non-retaliation policy and effective confidential employee grievance system (including, but not limited to, its impact on human rights) 1 Ethical conduct, p. 9
Security Practices
HR11 (Add) Human rights training for security personnel 1 Our culture, p. 30
Indigenous Rights
HR12 (Add) Description of policies, guidelines and procedures to address the needs of indigenous people 4 Not applicable. O2 only operates in four countries in Western Europe, where indigenous populations either do not occur or it is not seen as a separate issue for business to regard.  
HR13 (Add) Description of jointly-managed community grievance mechanisms/authority 1 See what you can do., p. 8.
HR14 (Add) Share of operating revenues from the area of operations that are redistributed to local communities 1 Encouraging employee involvement, p. 35
Community
SO1 Description of policies to manage impact on communities in areas affected by activities, as well as description of procedures/programmes to address this issue, including monitoring systems and results of monitoring 1 Masts and network build, p. 20, Chart 2, p. 21
Benchmarking, p. 37, Charts 1-4, p. 36
SO4 (Add) Awards received relevant to social, ethical and environmental performance 1 Recognition
Encouraging employee involvement, p. 35
Bribery and Corruption
SO2 Description of the policy procedures/management systems, and compliance mechanisms for organisations and employees addressing bribery and corruption 2 Ethical conduct, p. 9
Political Contributions
SO3 Description of policy, procedures/management systems and compliance mechanisms for managing political lobbying and contributions 1 p. 43
SO5 (Add) Amount of money paid to political parties and institutions whose prime function is to fund political parties or their candidates 1 p. 43
Competition and Pricing
SO6 (Add) Court decisions regarding cases pertaining to anti-trust and monopoly regulations 1 Not applicable, currently there are no court cases in reference to this indicator.  
SO7 (Add) Description of policy, procedures/management systems, and compliance mechanisms for preventing anti-competitive behaviour 2 Compliance, p. 9
Product responsibility
Customer Health and Safety
PR1 Description of policy for preserving customer health and safety during use of products and services, and extent to which this policy is visibly stated and applied, as well as description of procedures/programmes to address this issue, including monitoring 1 p. 19
PR4 (Add) Number and type of instances of non-compliance with regulations concerning customer health and safety, including the penalties and fines assessed for these breaches 1 p. 40
PR5 (Add) Number of complaints upheld by regulatory or similar official bodies to oversee or regulate the health and safety of products and services 1 p. 19
PR6 (add) Voluntary code compliance, product labels or awards with respect to social and/or environmental responsibility that the reporter is qualified to use or has received 1 Protecting young people, p. 14
p. 20
Products and Services
PR2 Description of policy, procedures/management systems and compliance mechanisms related to product information and labelling 2 p. 19-20
PR7 (Add) Number and type of instances of non-compliance with regulations concerning product information and labelling including any penalties or fines assessed for these breaches 1 Compliance, p. 9
PR8 (Add) Description of policy, procedures/management systems and compliance mechanisms related to customer satisfaction, including results of surveys measuring customer satisfaction. Identify geographic areas covered by policy. 1 Customer focus, p. 15
Advertising
PR9 (Add) Description of policies, procedures/management systems, and compliance mechanisms for adherence to standards and voluntary codes related to advertising 1 Compliance, p. 8
PR10 (Add) Number and types of breaches of advertising and marketing regulations 1 Compliance, p. 8
Respect for Privacy
PR3 Description of policy, procedures/ management systems and compliance mechanisms for consumer privacy 2 Ethical conduct, p. 9
PR11 (Add) Number of substantiated complaints regarding breaches of consumer privacy 1 Compliance, p. 8
back to top

Telecoms Supplement

Indicator Description Status O2 Reference Page reference to O2 plc Corporate Responsibility
report 2005
Investment
IO1 Capital investment in telecommunication network infrastructure broken down by country/region. 1 p. 5
IO2 Net costs for service providers under the Universal Service Obligation when extending service to geographic locations and low-income groups, which are not profitable. Describe relevant legislative and regulatory mechanisms. 4 Mobile operators are not currently covered by the coverage obligations for universal service; it only applies to fixed networks, hence this indicator is not applicable for O2 to report on.  
Health and safety
IO3 Practices to ensure health and safety of field personnel involved in the installation, operation and maintenance of masts, base stations, laying cables and other outside plant. Related health and safety issues include working at heights, electric shock, exposure to EMF and radio frequency fields, and exposure to hazardous chemicals. 1 Exposure to Radio Frequency Waves, p. 19
Personal health, safety and wellbeing, p. 31
IO4 Compliance with ICNIRP (International Commission on Non-Ionising Radiation Protection) standards on exposure to radiofrequency (RF) emissions from handsets 1 Handsets p. 20
IO5 Compliance with ICNIRP (International Commission on Non-Ionising Radiation Protection) guidelines on exposure to radiofrequency (RF) emissions from base stations. 1 Exposure to radio frequency waves, p. 19
IO6 Policies and practices with respect to Specific Absorption Rate (SAR) of handsets. 1 Handsets, p. 20
Infrastructure
IO7 Policies and practices on the siting of masts and transmission sites including stakeholder consultation, site sharing, and initiatives to reduce visual impacts. Describe approach to evaluate consultations and quantify where possible. 2 Masts and network build, p. 20
Mast sharing, p. 21
IO8 Number and percentage of stand-alone sites, shared sites, and sites on existing structures. 2 Mast sharing, p. 21
Network, p. 7
Access to Telecommunication Products and Services: Bridging the Digital Divide
PA1 Polices and practices to enable the deployment of telecommunications infrastructure and access to telecommunications products and services in remote and low population density areas. Include an explanation of business models applied. 1 Inclusive services, p. 15
Supporting the 'e-island', p. 38
PA2 Policies and practices to overcome barriers for access and use of telecommunication products and services including: language, culture, illiteracy, and lack of education, income, disabilities, and age. Include an explanation of business models applied. 1 Inclusive services, p. 15
PA3 Policies and practices to ensure availability and reliability of telecommunications products and services and quantify, where possible, for specified time periods and locations of down time. 2 Our networks are designed using industry standard design criteria. We monitor the performance of our networks via our Network Operations Centres using internal Key Performance Indicators based on those design criteria.  
PA4 Quantify the level of availability of telecommunications products and services in areas where the organisation operates. Examples include: customer numbers/market share, addressable market, percentage of population covered, percentage of land covered. 1 p. 5
p. 18
PA5 Number and types of telecommunication products and services provided to and used by low and no income sectors of the population. Provide definitions selected. Include explanation of approach to pricing, illustrated with examples such as price per minute of dialogue/bit of data transfer in various remote, poor or low population density areas. 2 Accessing (Inclusive services, p. 15); Details about our tariffs in the various markets go to:  
PA6 Programmes to provide and maintain telecommunication products and services in emergency situations and for disaster relief. 2 We comply with national regulation that requires us to respond to requests from the authorities, in any situation including emergency situations. This is an obligation under the general authorisation for our operations, thus business as usual and not a separate programme of our business. Because of this reason we do not report on this matter in this Report.  
Access to content
PA7 Polices and practices to manage human rights issues relating to access and use of telecommunications products and services. For example:
- Participation in industry initiatives or individual initiatives related to Freedom of Expression;
- Legislation in different markets on registration, censorship, limiting access;
- Interaction with governments on security issues for surveillance purposes;
- Interaction with national and local authorities and own initiatives to restrict criminal or potentially unethical content;
- Protecting vulnerable groups such as children. 		2 Our regulatory department pursues dialogue with all parties that are referred within this indicator as part of its daily practice. In the UK, for instance, we comply with RIPA - The Regulation of Investigatory Powers Act - that requires us to cooperate with the authorities on security issues. In addition, we are active members of GeSI, the Global e-Sustainability Initiative, which is addressing wider societal issues linked to telecommunication (www.gesi.org). Protecting young people, p. 14
Customer Relations
PA8 Policies and practices to publicly communicate on EMF related issues. Include information provides at points of sales material. 1 p. 19
PA9 Total amount invested in programmes and activities in electromagnetic field research. Include description of programmes currently contributed to and funded by the reporting organisation. 1 Independent research, p. 20
PA10 Initiatives to ensure clarity of charges and tariffs. 1 Understanding opinion, p. 10
Inclusive services, p. 15
PA11 Initiatives to inform customers about product features and applications that will promote responsible, efficient, cost effective, and environmentally preferable use. 1 p. 19
See what you can do., p. 20
See what you can do., p. 24
O2 leaflets
Resource efficiency
TA1 Provide examples of the resource efficiency of telecommunication products and services delivered. 1 Recovering handsets, p. 24
Upgrading network equipment, p. 25
TA2 Provide examples of telecommunication products, services and applications that have the potential to replace physical objects (e.g. a telephone book by a database on the web or travel by videoconferencing).  2 In 2004 O2 published research on how mobile communications can change how public services are delivered and how mobile communications can benefit the mobile user, the research report is available through our website.  
TA3 Disclose any measures of transport and/or resource changes of customer use of the telecommunication products and services listed above. Provide some indication of scale, market size, or potential savings. 2 In 2004 O2 published research on how mobile communications can change how public services are delivered and how mobile communications can benefit the mobile user, the research report is available through our website.  
TA4 Disclose any estimates of the rebound effect (indirect consequences) of customer use of the products and services listed above, and lessons learned for future development. This may include social consequences as well as environmental. 2 Protecting young people, p.14
The mobile services industry, p. 15
Health monitoring through mobile communications, p. 21
TA5 Description of practices relating to intellectual property rights and open source technologies. 2 Together with other operators O2 established an open mobile terminal platform ("OMTP") in June 2004. The OMTP group aims to define those platform requirements necessary for mobile devices to deliver openly available standardised application interfaces that will provide customers with a more consistent and improved user experience across different devices, whilst also enabling individual operators and manufacturers to customise and differentiate their offering. Information on legal requirements is available through our developers' platform - Source O2. As an operator O2 does not generate a lot of intellectual property rights and is dependant of intellectual property rights being made available to new technologies.