2013 Annual Report

REMISSIVE GRI INDEX I SPECIFIC REMISSIVE GRI INDEX Category Society Material Aspect (G4-19) Local Communities Material Issue DMA / Indicator Positive impacts of DMA - Local Communities the Bank on society NA Not material SO1 - Percentage of operations with implemented local community engagement, impact assessments and development programs. SO2 - Operations with significant and actual negative impacts on local communities. Positive impacts of FS13 - Access points in sparsely populated or economically deprived areas by type. the Bank on society FS14 Initiatives to improve access to financial services for disabled people. Anti-corruption Ethics and Integrity and Compliance DMA Anti-corruption Compliance Society Ethics and Integrity and Compliance Assessment of Suppliers in relation to Impact on Society Assessment of the supply chain Report Page / Appendix / Reply 79/46;47 Reason for omission -/- -/- Despite being part of a material aspect, this indicator has not been reported due to the fact the information in relation to the same was not regarded as relevant by the stakeholders for inclusion in the 2013 annual report. Despite being part of a material aspect, this indicator has not been reported due to the fact the information in relation to the same was not regarded as relevant by the stakeholders for inclusion in the 2013 annual report. Assurance Global Compact 124, 125 Principle 1 124, 125 124, 125 79/47 97/48 -/7;8 -/8 124, 125 124, 125 124, 125 Missing data not monitored. Principle 10 124, 125 96;99/9 Missing data not monitored. 124, 125 Principle 10 -19 124, 125 Principle 10 -/12 -/13 SO3 - Total number and percentage of operations assessed for risks related to corruption and the significant risks identified. SO4 - Communication and training on anti-corruption policies and procedures. SO5 Confirmed incidents of corruption and action taken. DMA Compliance - Society SO8 - Cash value of significant fines and total number of non-monetary sanctions for non-compliance with laws and regulations. DMA - Assessment of suppliers in relation to impact on society SO9 - Percentage of new suppliers selected in accordance with criteria concerning impacts on society. SO10-Significant actual and potential negative environmental impacts on society in the supply chain and measures taken with regard to the same. 24/4 to 6 -/6 -/6;7 Products Labeling of products and services Customer and Labeling of products and services consumer relations 132 Annual Report 2013 Marketing communications Customer and consumer relations PR3-Type of product and service information required by the organization's procedures for product and service information and labeling, and percentage of significant product and service categories subject to such information requirements. PR4 - Total number of incidents of non-compliance with regulations and voluntary codes concerning product and service information and labeling, by type of outcomes. PR5 - Results of surveys measuring customer satisfaction. FS15 - Policies for the good development and sale of financial products and services. FS16 - Initiatives to improve financial education by type of beneficiary. Marketing communications PR6 - Sale of banned or disputed products. PR7 - Total number of incidents of non-compliance with regulations and voluntary codes concerning marketing communications, including advertising, promotion, and sponsorship, by type of outcomes. Missing data not available. 124, 125 124, 125 124, 125 124, 125 124, 125 -/42;43 124, 125 -/42, 43 Missing data not monitored. 124, 125 -/43 124, 125 -/43;44 124, 125 -/44:45 124, 125 -/45 124, 125 -/10 Missing data not available. 124, 125 37/11 124, 125 -/11 124, 125 Customer Privacy Customer and Customer Privacy 38/40;41 Missing data not available. 124, 125 consumer relations PR8 - Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data.. 38/41 124, 125 Customer Privacy and Compliance Ethics and Integrity Compliance PR9 - Cash value of significant fines for non-compliance with laws and regulations concerning the provision and use of products and services. -/12;13 Missing data not available. 124, 125 -/13 124, 125 133

View entire presentation