Annual Integrated Report
10
Annual Integrated Report
Table of Contents
Introduction Value Creation | Economic Performance | Environmental Social Governance Appendices
targets to monitor the progress of each of them. Furthermore,
policies such as the Social, Environmental, and Climate
Responsibility Policy ("PRSAC") and legislation such as the
General Data Protection Law ("LGPD") provide specific guidelines
for these topics.
Apart from the involvement of stakeholders in this reporting
cycle, we maintain continuous communication with our strategic
audiences throughout the year, enabling us to comprehend their
demands and expectations and deliver appropriate solutions.
Please refer to the table below for our strategic audiences and
primary communication channels.
[2-29]
Social Indicators
2022
2021
2020
Variação
2022 x 2021
Net Promoter Score (NPS)
52
59
63
Customers
Volume of complaints on customer service channels
(in thousands)
760
835
906
-7 p.p.
-9.0%
885,157 707,858 543,268
25.0%
Prospera Santander Microfinance - Active customers
Women in leadership positions¹
33.4%
31.4%
28.8%
2 p.p.
Stakeholders
Our strategic audiences and main dialogue channels [2-29]
Dialogue Channel
Frequency
Black employees
30.4%
27.3%
25.3%
3.1 p.p.
Employees
Turnover rate
18.1%
23.7%
16.9%
-5.6 p.p
New hires rate
14.4%
30.0%
9.1% -15.6 p.p.
Open Channel
Ongoing
Employees
Engagement Survey
Yearly
Employees who completed the online course on corruption 96.5%
prevention
99.1%
99.0%
-2.6 p.p.
Together with Mario Leão
Monthly
27,153 9.915.336 156,075 -99.7%
Customer Service ("SAC")
Ongoing
Participants in financial education initiatives (consolidated2)
Santander Universities - Scholarships
103,091
33,074
24,857 211.7%
Society
21
20
233
5.0%
Ombudsman's Office
Ongoing
"Friend of Value" Program - amount raised (R$ MM)
122
129
210
-5.4%
Customers
Social Networks
Ongoing
Branch/Store Network
Ongoing
Social and cultural investment (R$ MM) - total
'The calculation criteria utilized by Santander Brasil differs from the one used by the Santander Group, as reported on page 21. The view counts for the "On the Run"
financial education podcast, which was discontinued in May 2022, were tallied in 2021, but were not factored into the 2022 metrics to prevent the inclusion of non-
unique view counts.
Meetings and gatherings
Ongoing
Shareholders and
investors
Support to "ESG" (environmental, social
and governance) rating agencies and
market indexes
Ongoing
Society
Suppliers' page on the Bank's website
Sustainability portal
Participation in external working groups
Ongoing
Ongoing
Ongoing
Ongoing
Environmental Indicators
2022
2021
2020
Total energy consumption (GJ)
Internal consumption from
913,368 946,525
100% 53.0%
981,638
47.0%
2022 x 2021
Change
-3.5%
47 p.p.
renewable energy sources¹
Environmental
Management
Total water consumption (m³)
503,037
Total waste weight (tons)
540
418,272
456
485,531
20.3%
516
18.4%
Scope 1 and 2 emissions offsetting 1 e 2²
100%
100%
100%
0.0%
Engagement with stakeholders is paramount to our ability to generate value for our stakeholders, both by improving the way we provide products and services and by
supporting the creation of an increasingly better work environment for our employees, resulting in higher returns for shareholders and investors, and most importantly, a
greater contribution to the sustainable development of the country.
1Considering the buildings and stores situated in spaces over which we exercise operational control. The emissions offsetting for the year 2022 will occur in 2023, in
accordance with the established protocol from previous years.
Main Indicators
Our company leverages key indicators to gain insight into the organization's social, environmental, and economic performance. These
metrics inform our planning and enable us to make course corrections as needed.
This page provides an overview of the indicators and allows you to track their evolution over the past three years. In the forthcoming
chapters, you will have the opportunity to delve into the intricacies and gain a thorough understanding of the context and meaning of
each indicator.
Economic Indicators
2022
2021
Managerial Net Profit (R$ MM)
12,900
16,347
2020
13,849
2022 x 2021
Change
-21.1%
ROAE¹
Value-Added Statement
- VAS (R$ MM)²
16.3%
21.2%
19.10%
-4.9p.p.
31,710,830
35,521,622
27,827,050
-10.7%
Composition of the Board of Directors, Advisory Committees, and Fiscal Board
Independent members
Variação
in governance bodies
2022
2021
2020
2022 x 2021
Board of Directors
36.4%
56.0%
56.0%
-19.6 p.p.
Nomination and Governance
75.0%
100%
100%
-25.0 p.p.
Committee
75.0%
100%
100%
-25.0 p.p.
Compensation Committee
43.0%
50.0%
50.0%
-7.0 p.p.
Sustainability Committee
100%
100%
100%
0.0 p.p.
Audit Committee
75.0%
75.0%
75.0%
0.0 p.p.
Risk and Compliance Committee
100%
100%
100%
0.0 p.p.
Fiscal Board
31.0%
34.0%
34.0%
-3.0 p.p.
Women in governance bodies
'Figures disclosed in the 4Q22, 4Q21, and 4Q20 Earnings Reports (BR-GAAP), which contain data that differ from those included in the audited Financial
Statements. Further information can be found at https://www.santander.com.br/ri/resultados-en. Financial figures reported in the BR-GAAP Financial
Statements for the 4Q22, 4Q21, and 4Q20, which are available at https://www.santander.com.br/ri/resultados-en
'The figures reflect the percentage of positions held by women on the Board of Directors and its advisory committees.
Santander
11View entire presentation