2010 SOCIAL RESPONSIBILITY REPORT

GRI

GRI is a framework of global standards to help corporations define and report their sustainability impacts and performance. Because sustainability is defined as a combination of social, environmental and economic impacts, these are the general categories of GRI.

Disclosure	Strategy and Analysis	Where to find it
1.1	CEO/Chairman’s Statement	Welcome: Letter from CEO
1.2	Description of key impacts, risks and opportunities	Welcome: Letter from CEO; Welcome: Letter from Social Responsibility Officer

Disclosure	Organizational Profile	Where to find it
2.1	Name of the organization	Company Overview: Corporate Profile
2.2	Primary brands, products and services	Business Practices: Products and Services
2.3	Operational structure of the organization	Company Overview: Corporate Profile
2.4	Location of the organization’s headquarters	Company Overview: Corporate Profile
2.5	Countries where the organization has major operations	Company Overview: Corporate Profile
2.6	Nature of ownership and legal form	Company Overview: Corporate Profile
2.7	Geographic markets and sectors served; types of customers and beneficiaries	Company Overview: Corporate Profile; Vital Statistics
2.8	Scale of reporting organization: # of employees, net sales, capitalization, quantity of products and services provided	Company Overview: Corporate Profile; Company Overview: Financial Strength and Performance; Vital Statistics
2.9	Significant changes in ownership, structure or size in the reporting period	About This Report
2.10	Awards received	Company Overview: Awards & Recognition

Disclosure	Report Parameters	Where to find it
3.1	Reporting period	About This Report
3.2	Date of most recent report	About This Report
3.3	Reporting cycle	About This Report
3.4	Contact point for questions regarding the report	About This Report
3.5	Process for defining report content	About This Report
3.6	Reporting boundary	About This Report
3.7	Specific limitations in the scope or boundary	About This Report
3.8	Basis for reporting that can affect comparability	About This Report
3.9	Data measurement techniques	About This Report
3.10	Explanation of any restatements of information from previous reports	About This Report
3.11	Significant changes in scope, boundary or measurement	About This Report
3.12	Content Index	GRI (this document)
3.13	Policy and practice of seeking external assurance	About This Report

Disclosure	Governance, Commitments and Engagement	Where to find it
4.1	Governance structure	Company Overview: Governance
4.2	Chair of highest governance body and management role	Company Overview: Governance
4.3	Board structure and level of independence of members	Company Overview: Governance
4.4	Mechanisms for shareholders and employees to provide input to Board	Company Overview: Governance
4.5	Linkage between compensation and performance for Board and senior management and the organization’s performance (including social and environmental)	Company Overview: Governance
4.6	Processes in place to avoid conflict of interests of Board members	Company Overview: Governance
4.7	Processes for determining qualifications and expertise of Board members	Company Overview: Governance
4.8	Internally developed standards of governance	Business Practices: Code of Ethics
4.9	Procedures of the Board for identifying and overseeing CSR issues of the organization, including risks and opportunities and adherence to international standards and principles	Company Overview: Governance; Business Practices: Risk Management
4.10	Processes for evaluating the Board’s performance particularly as it relates to CSR issues	Company Overview: Governance
4.11	Commitment to use of the precautionary principle	Environment: Companywide Commitment
4.12	Commitment to externally developed standards, charters or principles for economic, social and environmental impacts	Not Reported
4.13	Corporate level memberships in industry associations and advocacy organizations and the role played	Stakeholders: Stakeholder Engagement; Stakeholders: Other Stakeholders; Business Practices: Risk Management; Business Practices: Diversity; Social Impact: Advocacy; Environment: Managing Our Impact
4.14	Stakeholder groups engaged in discussion by the organization	Stakeholders (all sections)
4.15	Basis of selection of groups with whom to engage and not to engage	Stakeholders; Stakeholders: Stakeholder Engagement
4.16	Approaches to engagement such as surveys, focus groups, community panels, management/union structures; engagement specific to the reporting process	Stakeholders (all sections)
4.17	Key topics and concerns raised through stakeholder engagement and how the organization has responded, including reporting	Stakeholders (all sections)

Disclosure	Disclosure of Management Approach	Where to find it
Economic	Describe management approach	Company Overview: Financial Strength and Performance; Business Practices: Risk Management
Social	Describe management approach	Social Impact (all sections); Stakeholders (all sections); Welcome: Letter from CEO; Welcome: Letter from Social Responsibility Officer
Labor	Describe management approach	Company Overview: Corporate Profile; Stakeholders: Employees; Stakeholders: Stakeholder Engagement
Environment	Describe management approach	Environment: A Companywide Commitment; Welcome: Letter from CEO; Welcome: Letter from Social Responsibility Officer
Product	Describe management approach	Company Overview: Financial Strength and Performance; Business Practices: Risk Management; Business Practices: Products and Services

GRI Indicator	Economic Performance Indicators	Where to find it
EC1	Direct economic value generated and distributed, including revenue, operating expenses, employee compensation, donations and other community investments, retained earnings and payments to capital providers and governments. FSS emphasizes donations and volunteering.	Company Overview: Financial Strength and Performance; Business Practices: Investments and Asset Management; Stakeholders: Employees; Social Impact (all sections); Vital Statistics
EC2	Financial Implications and risks/opportunities of climate change from CDP responses	Environment: Climate Change; Business Practices: Risk Management
EC3	Coverage of organization’s defined benefit plan obligations	Stakeholders: Employees
EC4	Significant financial assistance received from governments	Not Reported
EC5 (Optional Indicator)	Range of ratios of standard entry level wage to local minimum wage	Not Reported
EC6	Policy, practices and proportional spending on locally based suppliers	Vital Statistics
EC7	Procedures for local hiring and proportion of senior management hired from the local community	Not Reported (Determined not to be a material impact)
EC8	Development and impact of infrastructure investments	Business Practices: Investments and Asset Management; Vital Statistics
EC9 (Optional Indicator)	Understanding and describing significant indirect economic impacts, including the extent of the impacts	Social Impact (all sections); Vital Statistics

GRI Indicator	Social Performance Indicators	Where to find it
SO1	Nature, scope and effectiveness of any programs and practices that assess and manage the impact of operations on communities, including entering, operating and exiting	Social Impact (all sections); Business Practices: Investments and Asset Management
SO2	Percentage and total number of business units analyzed for risks related to corruption	Not Reported (Determined not to be a material impact)
SO3	Percentage of employees trained in the organization’s anticorruption policies and procedures	Business Practices: Code of Ethics
SO4	Actions taken in response to incidents of corruption	Not Reported
SO5	Public policy positions and participation in public policy development and lobbying	Social Impact: Advocacy; Stakeholders: Other Stakeholders
SO6 (Optional Indicator)	Total value of in-kind contributions to political parties, politicians, and related institutions by country	Not Reported
SO7 (Optional Indicator)	Total number of legal actions for anticompetitive behavior, antitrust, and monopoly practices and outcome	Not Reported
SO8	Monetary value of significant fines and total number of nonmonetary sanctions for noncompliance with laws and regulations	Not Reported

GRI Indicator	Labor Practices and Decent Work Indicators	Where to find it
LA1	Total workforce by employment type (full- time vs. part-time), employment contract (permanent vs. fixed-term), by region	Stakeholders: Employees; Business Practices: Diversity; 2010 Key Metrics
LA2	Total number and rate of employee turnover by age, gender, and region	Stakeholders: Employees; 2010 Key Metrics
LA3 (Optional Indicator)	Benefits provided to full-time employees that are not provided to temp or part-time employees	Not Reported
LA4	Percentage of employees covered by collective bargaining agreements	Company Overview: Governance
LA5	Minimum notice period regarding significant operational changes (such as office closures, layoffs) and whether it is specified in collective agreements	Company Overview: Governance
LA6 (Optional Indicator)	Percentage of workforce in joint management-worker health and safety committees	Not Reported (Determined not to be a material impact)
LA7	Rates of injury, occupational diseases, lost work days, absenteeism and work-related fatalities by region	Stakeholders: Employees
LA8	Education, training, counseling, prevention, and risk-control programs in place to assist workforce, their families, or community members regarding serious disease	Stakeholders: Employees
LA9 (Optional Indicator)	Health and safety topics covered in formal agreements with trade unions	Not Reported (Determined not to be a material impact)
LA10	Average hours of training (vocational, professional development, health and safety, etc.) per year per employee by category (management, professional, technical, administrative, clerical, etc.)	Stakeholders: Employees; 2010 Key Metrics
LA11 (Optional Indicator)	Programs for skills management and lifelong learning that support continued employability and assist in managing career endings (preretirement, retraining, job placement, and transition to retirement)	Stakeholders: Employees
LA12 (Optional Indicator)	Percentage of employees receiving regular performance and career development reviews	Not Reported
LA13	Composition of governance bodies and breakdown of employees per category (management, professional, technical, administrative, clerical, etc.) according to gender, age, minority group and other indicators of diversity	Business Practices: Diversity; 2010 Key Metrics
LA14	Ratio of basic salary of men to women by employee category (management, professional, technical, administrative, clerical, etc.)	Not Reported

Indicator	Human Rights Indicators	Where to find it
HR1	Percentage and total number of significant investment agreements that include human rights clauses or have undergone human rights screening	Not Reported
HR2	Percentage of significant suppliers and contractors screened on human rights	Business Practices: Diversity
HR3 (Optional Indicator)	Total hours of employee training on policies and procedures concerning aspects of human rights that are relevant to operations	Not Reported (Determined not to be a material impact)
HR4	Total number of incidents of discrimination and actions taken	Not Reported
HR5	Operations in which the right to freedom of association and collective bargaining may be at risk	Not Reported (Determined not to be a material impact)
HR6	Operations identified as having significant risk for incidents of child labor	Not Reported (Determined not to be a material impact)
HR7	Operations identified as having significant risk for forced labor	Not Reported (Determined not to be a material impact)
HR8 (Optional Indicator)	Percentage of security personnel trained in the organization’s human rights policies and procedures	Not Reported (Determined not to be a material impact)
HR9 (Optional Indicator)	Total number of incidents of violations involving rights of indigenous people and actions taken	Not Reported (Determined not to be a material impact)

Indicator	Environmental Indicators	Where to find it
EN1	Materials used by weight or volume	Environment: A Companywide Commitment; Environment: Managing Our Impact
EN2	Percentage of materials used that are recycled content	Not Reported
EN3	Direct energy consumption by primary energy source	Environment: A Companywide Commitment; Environment: Managing Our Impact; Key Performance Indicators and Goals
EN4	Indirect energy consumption by primary energy source	Environment: A Companywide Commitment; Environment: Managing Our Impact; Key Performance Indicators and Goals
EN5 (Optional Indicator)	Energy saved due to conservation and efficiency improvements	Environment: A Companywide Commitment; Environment: Managing Our Impact; Key Performance Indicators and Goals
EN6 (Optional Indicator)	Initiatives to provide energy efficient services	Environment: A Companywide Commitment; Environment: Managing Our Impact; Key Performance Indicators and Goals
EN7 (Optional Indicator)	Initiatives to reduce indirect energy consumption and reductions achieved	Environment: A Companywide Commitment; Environment: Managing Our Impact; Key Performance Indicators and Goals
EN8	Total water withdrawal by source	Environment: Managing Our Impact
EN9 (Optional Indicator)	Water sources significantly affected by withdrawal of water	Environment: Managing Our Impact
EN10 (Optional Indicator)	Percentage and total volume of water recycled and reused	Not Reported (Determined not to be a material impact)
EN11	Location of land use adjacent to protected or high biodiversity areas	Not Reported (Determined not to be a material impact)
EN12	Impact on biodiversity of land use adjacent to protected or high biodiversity areas	Not Reported (Determined not to be a material impact)
EN13 (Optional Indicator)	Habitats protected or restored	Not Reported (Determined not to be a material impact)
EN14 (Optional Indicator)	Strategies, activities and plans for managing biodiversity impacts	Not Reported (Determined not to be a material impact)
EN15 (Optional Indicator)	Specific endangered species threatened by operations	Not Reported (Determined not to be a material impact)
EN16	Total direct and indirect greenhouse gas emissions	Environment: Managing Our Impact
EN17	Other relevant indirect greenhouse gas emissions	Not addressed, determined not to be a material impact
EN18 (Optional Indicator)	Initiatives to reduce greenhouse gas emissions and reductions	Environment: A Companywide Commitment; Environment: Managing Our Impact; Key Performance Indicators and Goals
EN19	Emissions of ozone-depleting substances	Not Reported (Determined not to be a material impact)
EN20	NO_x, SO_x, and other significant air emissions	Not Reported (Determined not to be a material impact)
EN21	Total water discharge by quality and destination	Environment: Managing Our Impact
EN22	Total weight of waste by type and disposal method	Environment: Managing Our Impact
EN23	Total number and volume of significant spills	Not Reported (Determined not to be a material impact)
EN24 (Optional Indicator)	Hazardous waste shipped off-site	Not Reported
EN25 (Optional Indicator)	Water bodies and biodiversity or water bodies impacted by discharges	Not Reported
EN26	Initiatives to mitigate environmental impacts of products and services	Not Reported (Determined not to be a material impact)
EN27	Percentage of product sold and packaging materials reclaimed	Not Reported (Determined not to be a material impact)
EN28	Monetary value of significant fines and total nonmonetary sanctions for noncompliance with environmental laws and regulations	Environment: Managing Our Impact
EN29 (Optional Indicator)	Impacts of transportation of products, materials and people	Not Reported
EN30 (Optional Indicator)	Total environmental protection expenditures	Not Reported

Indicator	Product Responsibility Indicators	Where to find it
PR1	Life-cycle stages in which products and services are assessed	Not Reported (Determined not to be a material impact)
PR2 (Optional Indicator)	Total number of incidents of non-compliance with product regulations and voluntary codes for health and safety	Not Reported
PR3	Type of product and service information required	Not Reported (Determined not to be a material impact)
PR4 (Optional Indicator)	Total number of incidents of noncompliance with product and service information and labeling regulations and voluntary code	Not Reported
PR5 (Optional Indicator)	Practices related to customer satisfaction, including results of surveys measuring customer satisfaction	Stakeholders: Stakeholder Engagement; Stakeholders: Customers
PR6	Programs for adherence to laws, standards, and voluntary codes related to marketing communications, advertising, promotions and sponsorships	Business Practices: Code of Ethics
PR7 (Optional Indicator)	Number of incidents of noncompliance with regulations and voluntary codes related to marketing communications, advertising, promotions and sponsorship	Not Reported
PR8 (Optional Indicator)	Total number of substantiated complaints regarding breaches of customer privacy or losses of customer data	Stakeholders: Customers

Indicator	Financial Service Sector Supplemental Indicators	Where to find it
FS1	Policies with specific environmental (and social) risk applied to business lines	Business Practices: Investments and Asset Management; Business Practices: Risk Management
FS2	Procedures for assessing and screening environmental and social risk in business lines	Business Practices: Investments and Asset Management; Business Practices: Risk Management
FS3	Processes for monitoring clients’ implementation of environmental and social requirements in agreements and transactions	Not Reported
FS4	Processes for improving staff competency to implement environmental and social policies and procedures applied to business lines	Not Reported
FS5	Interactions with clients, investees, business partners regarding environmental and social opportunities	Environment: A Companywide Commitment; Environment: Managing Our Impact; Social Impact (all sections)
FS6	Percentage of the product portfolio for business lines by specific region, size (micro, SME, large) and by sector	Vital Statistics
FS7	Monetary value of products and services designed to deliver a specific social benefit broken down by purpose	Business Practices: Investments and Asset Management; Social Impact (all sections)
FS8	Monetary value of products and services designed to deliver a specific environmental benefit broken down by purpose	Business Practices: Investments and Asset Management; Environment: Managing Our Impact
FS9	Coverage and frequency of audits to assess implementation of environmental and social policies and risk assessment procedures	Not Reported
FS10	Percentage and number of companies held in the institution’s portfolio with which the organization has interacted on environmental and social issues	Not Reported
FS11	Percentage of assets subject to positive or negative environmental (or social) screening	Not Reported
FS12	Environmental or social voting policies applied to owned shares	Not Reported
FS13	Access points in low-populated or economically disadvantaged areas by type	Business Practices: Products and Services
FS14	Initiatives to improve access to financial services for disadvantaged people	Business Practices: Products and Services; Social Impact: Domestic Violence
FS15	Policies for the fair design and sale of financial products and services	Business Practices: Products and Services
FS16	Initiatives to enhance financial literacy by the type of beneficiary	Social Impact: Domestic Violence; Key Performance Indicators and Goals