stakeholder report - vodacom.co.za · 5 vodacom group limited integrated report for the year ended...

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1 Vodacom Group Limited Integrated report for the year ended 31 March ’13 Stakeholder report This year, guided by our stakeholder engagement framework, we continued with our standing commitment to build and manage our engagements with all our stakeholders, defined as the individuals, groups of individuals or organisations that affect and/or could be affected by our activities, products or services and associated performance. Our interactions demonstrate our readiness to engage with all stakeholders, especially government to ensure that our activities and key interventions are aligned to their national development objectives. Engaging with stakeholders Across all markets Vodacom identified a number of key issues and regulations that policy makers and regulators intended to implement and duly executed engagement plans to ensure ongoing discussions to manage the anticipated impact on the business: South Africa The key topics in engagements with policy makers included the need to increase broadband access, the national broadband policy discussions and spectrum allocation. Vodacom chaired the Investment in ICT work stream of the Department of Communications’ Vision 2020 process, geared towards achieving 100% broadband coverage and job creation in the ICT sector. After the National Planning Commission (‘NPC’) presented its final report on the National Development Plan (‘NDP’) to the President and Parliament in August 2012, Vodacom began exploring ways it can contribute to the NDP and make its vision a reality. To date, we have engaged the NPC and government to achieve select objectives in education, health, women and youth security. Tanzania The key issues that we engaged government and regulatory stakeholders on ranged from subscriber registration, mobile number portability, mobile payments regulations, universal service and spectrum allocation. DRC The most important issues for engagement included mobile termination rates, spectrum planning, management and policy, telecommunications policy updates and telecoms-specific fees and taxes. Mozambique The key areas for engagement with authorities were the new draft strategy for the telecommunications sector, mobile termination rates, site sharing between network operators, spectrum auction and the launch of Vodacom M-Pesa. Lesotho The significant topics in engagements with the regulator were our operating licence renewal, cross border coverage spillage and interconnect. 1 Engaging with stakeholders 3 Key issues that concern our stakeholders and how we responded 4 Managing and building our reputation 5 Who keeps us in business

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  • 1

    Vodacom Group Limited Integrated report for the year ended 31 March ’13

    Stakeholder report

    This year, guided by our stakeholder engagement framework, we continued with our standing commitment to build and manage our engagements with all our stakeholders, defined as the individuals, groups of individuals or organisations that affect and/or could be affected by our activities, products or services and associated performance.

    Our interactions demonstrate our readiness to engage with all stakeholders, especially government to ensure that our activities and key interventions are aligned to their national development objectives.

    Engaging with stakeholders

    Across all markets Vodacom identified a number of key issues and regulations that policy makers and regulators intended to implement and duly executed engagement plans to ensure ongoing discussions to manage the anticipated impact on the business:

    South Africa

    The key topics in engagements with policy makers included the need to increase broadband access, the national broadband policy discussions and spectrum allocation. Vodacom chaired the Investment in ICT work stream of the Department of Communications’ Vision 2020 process, geared towards achieving 100% broadband coverage and job creation in the ICT sector.

    After the National Planning Commission (‘NPC’) presented its final report on the National Development Plan (‘NDP’) to the President and Parliament in August 2012, Vodacom began exploring ways it can contribute to the NDP and make its vision a reality. To date, we have engaged the NPC and government to achieve select objectives in education, health, women and youth security.

    Tanzania

    The key issues that we engaged government and regulatory stakeholders on ranged from subscriber registration, mobile number portability, mobile payments regulations, universal service and spectrum allocation.

    DRC

    The most important issues for engagement included mobile termination rates, spectrum planning, management and policy, telecommunications policy updates and telecoms-specific fees and taxes.

    Mozambique

    The key areas for engagement with authorities were the new draft strategy for the telecommunications sector, mobile termination rates, site sharing between network operators, spectrum auction and the launch of Vodacom M-Pesa.

    Lesotho

    The significant topics in engagements with the regulator were our operating licence renewal, cross border coverage spillage and interconnect.

    1 Engaging with stakeholders3 Key issues that concern our stakeholders and how we responded4 Managing and building our reputation5 Who keeps us in business

  • 2

    Stakeholder report continued

    Future Agenda

    As part of our programme to engage with stakeholders, we continued with our Future Agenda Seminar series aimed at creating an objective platform to discuss trends, future challenges and the importance of mobile technologies. The programme provides an open forum for discussions on how to address the major challenges and trends that will affect society over the next few years. The sessions are, on average, attended by approximately 60 participants that are a mix of policy makers, government representatives, academics and NGO.

    Since we launched the programme last year, we have hosted six sessions. This year, the two sessions explored the ‘Future of Agriculture’ and the ‘Future of Privacy’.

    The ‘Future of Agriculture’ session examined Vodafone’s ‘Connected Agriculture’ research that investigated the role of mobile technologies in driving efficiency and sustainability in the food and agriculture value chain. The report’s main message is that mobile telephony has significant potential to improve efficiency of the agriculture sector by delivering information relevant to farmers, such as agricultural techniques, commodity prices and weather forecasts, where traditional methods of communication are limited. The session participants included representatives of the National Department of Agriculture, Forestry and Fisheries, Agricultural associations, academics and the media.

    The ‘Future of Privacy’ session studied the Protection of Personal Information Bill and other related legislation that presented new opportunities and challenges for customers, individuals and businesses. The session was hosted in partnership with the Department of Communications, the Centre of Excellence and Information Ethics of the University of Pretoria, and the Films and Publications Board.

    Industry Association

    Consultations to establish a new voluntary telecommunications network operators association have been slow. Even so, all key telecommunications industry stakeholders support the establishment of an entity that will constructively engage with policy makers and the regulator on pronouncements and developments in the policy and regulatory spheres as well as promote further investment and development of the communications sector in South Africa.

    Vodacom South Africa’s socioeconomic impact

    Late last year we commissioned Economics Information Services to assess and document the broader social and economic contribution Vodacom has made to South Africa between 2006 and 2011. The intention was to retrospectively measure Vodacom South Africa’s impact and contribution to the economy as an operator supporting economic transformation, an employer and a corporate citizen. The research was completed in mid-2013 financial year and will guide our ongoing efforts to align current and future activities to support government priorities.

    Selected highlights from the research indicate that:

    •   Vodacom contributed an estimated R358 833 million to the South African economy over the last five years.

    •   The total jobs created by Vodacom are estimated to have fluctuated between 168 415 in 2011 and 200 943 in 2009.

    •   Total taxes paid by Vodacom, which are the sum of direct plus indirect taxes, increased from R6 777 million in 2007 to R9 873 million in 2011. Over the five years cumulative total taxes were estimated at R43 509 million.

    •   Total CSI spending between April 1999 and January 2012 amounted to R642 million. This includes R523 million by the Vodacom Foundation, R117 million by other divisions and R2.4 million in payroll giving.

    •   Vodacom’s Community Services project exceeded the license obligation to roll out 22 000 community based telephones (‘CSTs’), surpassing the mark by 100 000 to reach approximately 120 000 CSTs by 31 March 2012, significantly contributing to enterprise development.

    •   The company contributed 3% of net profit after tax (calculated cumulatively over five years) towards BBBEE. This totalled over R405 million in 2008 reaching R1 640 million in 2012.

  • 3

    Vodacom Group Limited Integrated report for the year ended 31 March ’13

    Key issues that concern our stakeholders and how we responded

    Access to communications

    To expand access into remote areas, we continued our work with suppliers to build networks that function effectively at low cost. We also added more value to our offerings, both in voice and data services.

    Cost of servicesThe cost of accessing communications services is an ongoing concern. We have taken steps to simplify our offers and proactively added value to our voice and data products.

    Supporting the sustainability of small, medium and micro enterprises (‘SMMEs’)

    We understand the impact that a delay in payment for services rendered has on the sustainability of SMMEs. To address this we initiated a programme through which we commit to paying qualifying black owned enterprises within 15 days of receiving goods and services.

    Diversity and localisationWe see greater race, gender, age, culture and religious diversity as strengths that help us understand and serve our customers better.

    Sharing infrastructureSharing infrastructure is a good way for all players in our industry to lower our environmental impacts and costs. We share infrastructure wherever possible and in South Africa we currently share more than half of our sites with other operators.

    Protecting our customers

    We have a range of policies and measures in place to protect our customers, their information and privacy. Over and above our compliance with the Consumer Protection Act, we have pre-emptively evaluated the possible impact of the Protection of Personal Information Bill and have geared for compliance once the Act is promulgated.

    Electromagnetic fields

    Some of our customers continue to have concerns about the potential health effects of electromagnetic fields (‘EMF’) that mobile phones use to send and receive information. Safeguarding the health and safety of our customers, employees and the public is paramount.

    Together with our parent company Vodafone, we remain committed to openness and transparency on the subject, monitoring debates and communicating significant scientific developments on our website.

    Environmental responsibility

    We remain committed to balancing the need to provide voice and data access to more people as fast as possible, with community and environmental messaging. We comply with environmental legislation in laying cables and putting up base stations. In addition, we engage all relevant stakeholders in communities before we lay cables and build sites.

  • 4

    Stakeholder report continued

    Managing and building our reputation

    We conducted our annual Vodacom Group-wide corporate Reputation Survey; our way of measuring our reputation, how stakeholders perceive our performance in relation to our competitors and track material issues. The survey is conducted by an independent research company across all our operating markets that engage all our key stakeholders. These include our employees, our customers (the general public), regulators, government officials and politicians, the media, analysts and investors, business customers, franchisees, distributors and NGOs to record what they think of us on a variety of issues.

    The findings indicate that across all markets Vodacom retained its number one position as a reputational leader. On the whole, stakeholders rated the Company higher than its peers in the telecommunications sector and other non-telecommunications brands.

    •   In South Africa – Vodacom has reasserted its status as the pre-eminent reputational leader in the telecommunications sector. The competitive threat from MTN that was highlighted in the financial year has been reduced.

    •  In Tanzania – Vodacom still leads comfortably in most areas over its competitors and has retained its status as the most reputable company in the country. Relations with government and regulators are a key area for improvement.

    •  In the DRC – Vodacom remains the most reputable company, but other competitors are emerging. Airtel is challenging Vodacom in multiple areas. Vodacom can distinguish itself by leveraging its economic contribution to the country.

    •   In Mozambique – Vodacom has retained its position as a leading company by reputation. Notably, the operation has a strong base of promoters it can draw on to cement its leading position.

    •  In Lesotho – In the broader corporate sector in Lesotho, Vodacom is a clear reputational leader. Econet is starting to close the gap on Vodacom. The operation is the only company to register a marginal decrease in the Reputation Index, going from 7.87 in 2012 to 7.43 in 2013.

    How we’ve done in our Reputation Index

    Reputation Index 2013 2012Relative to

    competitors

    South Africa^ 7.54† 7.36 #1

    Tanzania^ 8.14 7.63 #1

    DRC^ 8.02 7.09 #1

    Mozambique• 8.16 8.33 #1

    Lesotho• 7.43 7.87 #1

    ^ Increased differentiation from last year.•  Decreased differentiation from last year.† These items were included as part of our assurance process for the current year.

    RepTrack™ Pulse survey on reputation: Vodacom has the

    best reputation among SA’s top 20 companies listed on the JSE.

  • 5

    Vodacom Group Limited Integrated report for the year ended 31 March ’13

    Who keeps us in business

    Vodacom has a wide range of stakeholders, with vastly differing views that are important to the sustainability of our business. We routinely engage with stakeholders to have frank discussions on issues that matter to them and those that are important to our activities, products and services.

    Stakeholder Why it’s important for us to engage Ways we engage

    Customers

    • Better value offerings• Faster data networks and wider coverage• Making it simpler and quicker to deal with us• Converged solutions for business customers

    • Call centres and outlets• Net promoter score (‘NPS’) feedback interviews

    and focus groups• Facebook and Twitter• Vodacom internet site

    Employees

    • Clear career paths• More knowledge sharing across the Group• Building the coaching capability of leaders• Better understanding of reward structures

    • Internal social media interaction• Emails• Employee Consultative Council with senior

    leaders and employee representation• Employee hotline• Leadership road shows• CEO mailbox

    Media

    • Being informed of key activities and offerings • Face to face and telephonic engagement• Quarterly sessions with the CEO and key

    executives• Media releases and product PR• Roundtables• Product launches

    Businesspartners

    • Fair treatment• Top management involvement with customers• A consistent customer experience• Making it simpler and quicker to deal with us

    • Annual business partner conference• Bi-annual franchise road shows• Quarterly council committee meetings • One-on-one business meetings

    Suppliers

    • Timely payment and favourable terms• Improving health and safety standards• Partnering on environmental solutions• Broad-based Black Economic Empowerment

    (‘BBBEE’) compliance

    • Supplier forums• Ongoing site visits• Audits

    Government and regulators

    • Licensing and compliance• Quality of service and network performance• Wider access to broadband communications• Meaningful partnerships in health and education• Investment in disadvantaged communities

    • Publication of policy engagement papers• Active participation in policy forums• Response and engagement on regulatory matters• Engagement through industry consultative bodies • Partners on key programmes in health and

    education

    Investors and shareholders

    • Manage impact of growing data business• Scope for higher dividends• Risks and opportunities of expanding in Africa• Transparent executive remuneration

    • Investor road shows• Investor days• Annual and interim reports• SENS announcements• Monthly and quarterly operational reviews with

    our parent Vodafone• Investor Relations website

    Communities

    • Access to mobile communities• Access to basic services such as finance, health

    and education• Investment in infrastructure• Responsible expansion of infrastructure

    • Public participation where new base stations are required

    • Change the World volunteer programme• Vodacom Foundation partnering with

    communities