2014 AND 2015 RESULTS

The results achieved are shown below, compared to the objectives published in the previous sustainability Report for the year 2015 and in relation to the Customers stakeholder only, for the year 2014(1).

Telecom Italia S.p.A. – Customers(2)

Area of
reference
IndicatorUnit of
measurement
2014
Target
Final result
2014
Target status
2014(*)
2015
Target
CUSTOMERS MOBILE Activation time for voice service (prepaid service) – Percentage of valid orders completed within the maximum period laid down in the contract. % 97 100 V 97
CUSTOMERS MOBILE Activation time for voice service (postpaid service) – Percentage of valid orders completed within the maximum period laid down in the contract. % 97 99.9 V 97
CUSTOMERS MOBILE Residential customer assistance services – Average response time of the operator to incoming calls. seconds 35 27 V **
CUSTOMERS MOBILE Disputed charges – Ratio between the number of disputed charges in invoices received within the survey period and the number of invoices issued in the same period (post-paid service). % 1.2 0.31 V 1.2
CUSTOMERS MOBILE Disputed charges – Ratio between the number of disputed charges on pre-paid cards within the survey period and the average number of active SIM/USIM in the same period (pre-paid service). % 1.2 0.25 V 1.2
CUSTOMERS INTERNET Activation time for broadband Internet access services – Percentage of valid orders completed within the date agreed with the customer (active telephone lines). % 95 96.6 V 95
CUSTOMERS INTERNET Activation time for broadband Internet access services – Average time of supply (active telephone lines). days 9 7 V 9
CUSTOMERS INTERNET Broadband Internet access service faults – Average repair time. hours 26 17 V 26
CUSTOMERS INTERNET Disputed charges – Ratio between the number of disputed charges in invoices regarding all Internet access services (received during the survey period) and the total number of invoices issued in the same period. % 1 0.45 V 1.4
CUSTOMERS IPTV Customer assistance response time – Average time of operator response to incoming calls. seconds 70 85 X **
CUSTOMERS IPTV Disputed charges – Ratio between the number of disputed charges in invoices regarding the IPTV service (received during the survey period) and the total number of invoices containing charges regarding this service (issued during the same survey period). % 1 0.66 V 1
CUSTOMERS IPTV Availability of IPTV service - Average unavailability of the service. hours/year 36 6.3 V 36

(*) Status target: achievedachieved; not achieved not achieved

(**)AGCom resolution no. 79/09/CSP, which establishes targets for call centres, is currently being updated.

(1) The actual figures of the above mentioned objectives for 2015 will be available in July 2016 on the websites stated in note 2.

(2) The full list of mobile service quality indicators, and the respective objectives for 2015, are available at tim.it. The full list of quality indicators for fixed network and IPTV Internet access services, and the respective objectives for 2014, are available at telecomitalia.it.

Telecom Italia S.p.A. – Other stakeholders

Area of
reference
IndicatorUnit of
measurement
2015
Target
Actual figure
2015
Target status
2015
HUMAN RESOURCES TRAINING Training in health, safety and environment issues(1) Training
hours
100,000 231,356 v
HUMAN RESOURCES TRAINING Training – Training hours per head(1) Training
hours per
head
27 30,3 v
HUMAN RESOURCES TRAINING Training - Coverage (percentage of employees out of the entire workforce who have taken part in at least one training session)((2) % 75 88 v
HUMAN RESOURCES ACCIDENTS Accidents per 100 workers Number 1,28 1,27 v
ENVIRONMENT - ENERGY Eco-efficiency indicator(3) bit/joule 4,700 4,707 v
ENVIRONMENT - ENERGY Self-generation of energy from cogeneration GWh 131 130 x
THE ENVIRONMENT -
ELECTROMAGNETIC EMISSIONS
SAR qualification(4) % 100 110(5) v
THE ENVIRONMENT -
ELECTROMAGNETIC EMISSIONS
SAR qualification of other technologically innovative devices (USB memory sticks, tablets and routers) marketed under the TIM brand Number 5 6 v

(1) The data includes classroom, online and on-the-job training.

(2) The coverage data was calculated based on the average annual number for 2015.

(3)The indicator is calculated on the Domestic BU scope. For further information on the eco-efficiency indicator see Environmental protection/Energy.

(4)This is the percentage of mobile phones subject to the SAR (Specific Absorption Rate) qualification. The percentage is calculated on the most widespread and technologically innovative models of mobile phone handsets.

(5) In 2015 the SAR qualification for 20 terminals was envisaged, but 22 actually qualified.

TIM Brasil

Area of
reference
IndicatorUnit of
measurement
2015
Target
Actual figure
2015
Target status
2015
HUMAN RESOURCES Training (total hours: in class, online and on the job) provided to its own employees, outsourced employees and interns Training
hours
900,000 1,085,614 v
HUMAN RESOURCES Sustainability training (percentage of employees, outsourced employees and interns out of the total workforce who have taken part in at least one training session on sustainability issues) % N/A(1) 90 v
THE ENVIRONMENT Collection of mobile phones, batteries and other accessories to be sent for recycling tons 2 1,192 x
THE ENVIRONMENT Ratio between recycled waste and the total waste generated in the offices % 68 19 x
SUPPLIERS Suppliers assessed under sustainability criteria Number 60 357 v

(1) A target was not defined for 2015 as a different method for identifying the objectives for training on sustainability issues was under examination.