Ziraat Bank Sustainability Report 2013

G3.1 Content Index - Financial Services Sector Supplement

STANDARD DISCLOSURES PART I: Profile Disclosures

Profile Disclosure	Disclosure	Level of reporting	Location of disclosure
1. Strategy and Analysis
1.1	Statement from the most senior decision-maker of the organization.	Fully	Chairman's Message
1.1		Fully	General Manager's Message
1.2	Description of key impacts, risks, and opportunities.	Fully	Same as above
2. Organizational Profile
2.1	Name of the organization.	Fully	T.C. Ziraat Bankası A.Ş.
2.2	Primary brands, products, and/or services.	Fully	Ziraat Bank in Brief
2.3	Operational structure of the organization, including main divisions, operating companies, subsidiaries, and joint ventures.	Fully	Ziraat Bank in Brief
2.4	Location of organization’s headquarters.	Fully	Doğan Bey Mahallesi Atatürk Bulvarı No: 8, Altındağ, Ankara, Turkey
2.5	Number of countries where the organization operates, and names of countries with either major operations or that are specifically relevant to the sustainability issues covered in the report.	Fully	Ziraat Bank operates in 17 countries. For additional information please see Ziraat Bank Key Indicators (End-2013)
2.6	Nature of ownership and legal form.	Fully	Ziraat Bank is a wholly-owned entity of the Undersecretariat for the Treasury of the Republic of Turkey.
2.7	Markets served (including geographic breakdown, sectors served, and types of customers/beneficiaries).	Fully	Ziraat Bank in Brief
2.8	Scale of the reporting organization.	Fully	Ziraat Bank Key Indicators (End-2013)
2.9	Significant changes during the reporting period regarding size, structure, or ownership.	Fully	There has not been any significant change during the reporting period.
2.1	Awards received in the reporting period.	Fully	2013 Award & Recognition Highlights
3. Report Parameters
3.1	Reporting period (e.g., fiscal/calendar year) for information provided.	Fully	2013 (01 January-31 December)
3.2	Date of most recent previous report (if any).	Fully	This is the first report published by Ziraat Bank.
3.3	Reporting cycle (annual, biennial, etc.)	Fully	Annual
3.4	Contact point for questions regarding the report or its contents.	Fully	Ms. Şeyda Kulaç Ünal,
			Change and Project Management Officer
			Department of Organization
			T: +90 312 584 7151 F: +90 312 584 2209
			skulac@ziraatbank.com.tr
			Ms. Siğnem Aygün Gülmez,
			Change and Project Management Officer
			Department of Organization
			T: +90 312 584 2235 F: +90 312 584 2209
			siaygun@ziraatbank.com.tr
3.5	Process for defining report content.	Fully	Ziraat Bank’s Sustainability Report content is based on an assessment of materiality, considering legal and regulatory requirements (such as the Banking Law), a peer review, the Bank’s sustainability strategy and risk assessment and information requests from stakeholders. Ziraat Bank used Tayburn’s consultancy services to undertake the Materiality Analysis which was based on GRI’s Guidance on Defining Report Content. Findings of the prioritization analysis has been provided to the Bank’s senior management for review, and their feedback was obtained. Please see Ziraat Bank’s sustainability priorities.
3.6	Boundary of the report (e.g., countries, divisions, subsidiaries, leased facilities, joint ventures, suppliers). See GRI Boundary Protocol for further guidance.	Fully	The content of this report is limited to Ziraat Bank’s own activities in Turkey, and does not cover the Bank’s subsidiaries.
3.7	State any specific limitations on the scope or boundary of the report (see completeness principle for explanation of scope).	Fully	Please see 3.6
3.8	Basis for reporting on joint ventures, subsidiaries, leased facilities, outsourced operations, and other entities that can significantly affect comparability from period to period and/or between organizations.	Fully	This report does not cover the Bank’s subsidiaries.
3.9	Data measurement techniques and the bases of calculations, including assumptions and techniques underlying estimations applied to the compilation of the Indicators and other information in the report. Explain any decisions not to apply, or to substantially diverge from, the GRI Indicator Protocols.	Fully	Turkish Financial Reporting Standards for financial data; GRI Level A reporting protocol; no diversions
3.1	Explanation of the effect of any re-statements of information provided in earlier reports, and the reasons for such re-statement (e.g.,mergers/acquisitions, change of base years/periods, nature of business, measurement methods).	Fully	There is no any restatement.
3.11	Significant changes from previous reporting periods in the scope, boundary, or measurement methods applied in the report.	Fully	Not applicable. This is the first sustainability of Ziraat Bank.
3.12	Table identifying the location of the Standard Disclosures in the report.	Fully	GRI 3.1 Content Index
3.13	Policy and current practice with regard to seeking external assurance for the report.	Fully	Ziraat Bank strives to ensure full data assurance for all significant sustainability data reported. For details please see, About this report
4. Governance, Commitments, and Engagement
4.1	Governance structure of the organization, including committees under the highest governance body responsible for specific tasks, such as setting strategy or organizational oversight.	Fully	A Responsible Corporate Citizen
4.2	Indicate whether the Chair of the highest governance body is also an executive officer.	Fully	The Chairman of the Board of Directors does not carry any executive duties.
4.3	For organizations that have a unitary board structure, state the number and gender of members of the highest governance body that are independent and/or non-executive members.	Fully	There is no independent member in Ziraat Bank’s Board of Directors
4.4	Mechanisms for shareholders and employees to provide recommendations or direction to the highest governance body.	Fully	A Responsible Corporate Citizen
4.4		Fully	Employees
4.5	Linkage between compensation for members of the highest governance body, senior managers, and executives (including departure arrangements), and the organization’s performance (including social and environmental performance).	Fully	A Responsible Corporate Citizen
4.5		Fully	Please also see page 74-76 of the 2013 Annual Report at: http://www.ziraatbank.com.tr/en/InvestorRelations/Documents/AnnualReports/AnnualReport2013.pdf
4.6	Processes in place for the highest governance body to ensure conflicts of interest are avoided.	Fully	A Responsible Corporate Citizen
4.7	Process for determining the composition, qualifications, and expertise of the members of the highest governance body and its committees, including any consideration of gender and other indicators of diversity.	Fully	A Responsible Corporate Citizen
4.8	Internally developed statements of mission or values, codes of conduct, and principles relevant to economic, environmental, and social performance and the status of their implementation.	Fully	Ziraat Bank in Brief
4.8		Fully	Please also see http://www.ziraat.com.tr/en/OurBank/AboutUs/Pages/VisionAndMission.aspx
4.9	Procedures of the highest governance body for overseeing the organization’s identification and management of economic, environmental, and social performance, including relevant risks and opportunities, and adherence or compliance with internationally agreed standards, codes of conduct, and principles.	Fully	All projects, including sustainability-related activities at Ziraat Bank are conducted with the knowledge and oversight of the Board of Directors. The projects that may be undertaken at the bank are considered and dealt with by the Strategic Guidance Committee. The Strategic Guidance Committee convenes once a week, with the participation of Assistant General Managers.
4.1	Processes for evaluating the highest governance body’s own performance, particularly with respect to economic, environmental, and social performance.	Fully	Please see page 73-74 of the 2013 Annual Report at: http://www.ziraatbank.com.tr/en/InvestorRelations/Documents/AnnualReports/AnnualReport2013.pdf
4.11	Explanation of whether and how the precautionary approach or principle is addressed by the organization.	Fully	A Responsible Corporate Citizen
4.12	Externally developed economic, environmental, and social charters, principles, or other initiatives to which the organization subscribes or endorses.	Fully	Ziraat Bank and Sustainability
4.13	Memberships in associations (such as industry associations) and/or national/international advocacy organizations in which the organization: * Has positions in governance bodies; * Participates in projects or committees; * Provides substantive funding beyond routine membership dues; or * Views membership as strategic.	Fully	Ziraat Bank and Sustainability
4.14	List of stakeholder groups engaged by the organization.	Fully	Ziraat Bank and Sustainability
4.15	Basis for identification and selection of stakeholders with whom to engage.	Fully	Multiple stakeholder groups being in interaction with Ziraat Bank are both affected by the Bank’s activities and can affect the Bank’s performance and operating conditions, directly or indirectly. During the preparations of this report, the Bank worked with Tayburn to analyze and define its stakeholders in line with internationally accepted Stakeholder Engagement Standard. The Bank’s stakeholder groups, participation platforms, etc. are summarized in the table given in Ziraat Bank and Sustainability section.
4.16	Approaches to stakeholder engagement, including frequency of engagement by type and by stakeholder group.	Fully	Ziraat Bank prefers transparent and interactive communication. The Bank has used a variety of inputs collected from the various stakeholder groups throughout different channels during the reporting period. For more details please see Stakeholders: Dialogue and Priorities
4.17	Key topics and concerns that have been raised through stakeholder engagement, and how the organization has responded to those key topics and concerns, including through its reporting.	Fully	In engagements with Ziraat Bank’s stakeholders, economic, social and environmental issues such as customer satisfaction, global and national economic developments, community involvement, sustainable agricultural development, carbon emissions accounting, conscientious use of energy and other natural resources have been raised. For a complete list of these topics please see Ziraat Bank and Sustainability. Ziraat Bank addressed these issues throughout this report.

STANDARD DISCLOSURES PART II: Disclosures on Management Approach (DMAs)

G3.1 FSSS DMAs	Disclosure	Level of reporting	Location of disclosure
DMA PS	Disclosure on Management Approach PS
Aspects	Product Portfolio	Fully	Ziraat Bank operates in every segment of the banking sector including entrepreneurial, corporate, commercial, SME, retail, and international banking. For more details about the Bank’s product portfolio please see: www.ziraatbank.com.tr
FS1	Policies with specific environmental and social components applied to business lines.	Fully	Ziraat Bank’s Sustainability Policy
FS1		Fully	Customers
FS2	Procedures for assessing and screening environmental and social risks in business lines.	Fully	Project Finance Activities and Sustainability at Ziraat Bank
FS3	Processes for monitoring clients’ implementation of and compliance with environmental and social requirements included in agreements or transactions.	Fully	Project Finance Activities and Sustainability at Ziraat Bank
FS4	Process(es) for improving staff competency to implement the environmental and social policies and procedures as applied to business lines.	Fully	Ziraat Bank improves staff competency to implement the environmental and social policies and procedures by regular trainings in line with the bank’s sustainability policy.
FS5	Interactions with clients/investees/business partners regarding environmental and social risks and opportunities.	Fully	Ziraat Bank’s Sustainability Policy
FS5		Fully	Shareholders: Dialogue and Priorities
	Audits	Fully	Project Finance Activities and Sustainability at Ziraat Bank
	Active Ownership	Fully	Ziraat Bank has no assets of this nature.
DMA EC	Disclosure on Management Approach EC
Aspects	Economic Performance	Fully	Ziraat Bank Key Indicators (End-2013)
			For more information please see page 10-11 of the 2013 Annual Report at:
			http://www.ziraat.com.tr/en/InvestorRelations/Documents/AnnualReports/AnnualReports.pdf
	Market presence	Fully	Ziraat Bank in brief
	Indirect economic impacts	Fully	Customers
DMA EN	Disclosure on Management Approach EN
Aspects	Materials	Fully	Ziraat and The Environment
	Energy	Fully	Ziraat and The Environment
	Water	Fully	Ziraat and The Environment
	Emissions, effluents and waste	Fully	Ziraat and The Environment
	Products and services	Fully	Ziraat and The Environment
	Compliance	Fully	A Responsible Corporate Citizen
	Transport	Fully	Ziraat and The Environment
	Overall	Fully	Ziraat and The Environment
DMA LA	Disclosure on Management Approach LA
Aspects	Employment	Fully	Employees
	Labor/management relations	Fully	Employees
	Occupational health and safety	Fully	Employees
	Training and education	Fully	Employees
	Diversity and equal opportunity	Fully	Employees
	Equal remuneration for women and men	Fully	Employees
DMA HR	Disclosure on Management Approach HR
Aspects	Investment and procurement practices	Fully	Employees, Please also see: http://www.ziraat.com.tr/en/OurBank/HumanResources/Pages/ACareerAtZiraat.aspx
	Non-discrimination	Fully	Ziraat Bank adheres to a human resources policy that is rooted in both diversity and equality of opportunity. The bank opposes any form of discrimination as a matter of policy.
	Freedom of association and collective bargaining	Fully	In Ziraat Bank there is no any collective bargaining agreement in place. Employees are hired on an individual basis and rights under the Turkish Labor Law are fully provided.
	Child labor	Fully	Ziraat Bank does not tolerate the use of child labor in business. Additionally, companies which employ child labor will not be financed at all, whenever identified.
	Prevention of forced and compulsory labor	Fully	Ziraat Bank does not tolerate or support the use of forced or compulsory labor.
	Security practices	Fully	Employees; Ziraat Bank ensure the safety of employees and customers and all necessary precautions are taken.
	Assessment	Fully	Employees
	Remediation	Fully	Employees
DMA SO	Disclosure on Management Approach SO
Aspects	Corruption	Fully	A Responsible Corporate Citizen
	Public policy	Fully	A Responsible Corporate Citizen
	Anti-competitive behavior	Fully	A Responsible Corporate Citizen
	Compliance	Fully	A Responsible Corporate Citizen
DMA PR	Disclosure on Management Approach PR
Aspects	Product and service labelling	Fully	This disclosure is not material to Ziraat Bank because it offers banking products and services.
FS15	Policies for the fair design and sale of financial products and services.	Fully	Ziraat Bank’s policy in this issue is to offer banking products and services to all of its customers in formats that are practical, intelligible, and accessible and also to enrich the banking industry through innovative and exemplary practices.
	Marketing communications	Fully	The Value Created and Shared / Customers
	Customer privacy	Fully	A Responsible Corporate Citizen
	Compliance	Fully	A Responsible Corporate Citizen

STANDARD DISCLOSURES PART III: Performance Indicators

Product and Service Impact
Product portfolio
FS6	Percentage of the portfolio for business lines by specific region, size (e.g. micro/SME/large) and by sector.	Fully	Ranging from deposits to loans and from foreign trade finance to cash management, all of these products, services, and solutions are focused on satisfying the financial needs of Ziraat Bank customers in the best possible way no matter what segment they may be in. To see the current product line of Ziraat Bank categorized by segment, please visit http://www.ziraatbank.com.tr/en/index.html (i.e. please check Retail, SME, Commercial tabs on the left hand side of the main menu)
FS7	Monetary value of products and services designed to deliver a specific social benefit for each business line broken down by purpose.	Fully	Customers
FS8	Monetary value of products and services designed to deliver a specific environmental benefit for each business line broken down by purpose.	Fully	Customers
Audit
FS9	Coverage and frequency of audits to assess implementation of environmental and social policies and risk assessment procedures.	Fully	Project Finance Activities and Sustainability at Ziraat Bank
Active ownership
FS10	Percentage and number of companies held in the institution’s portfolio with which the reporting organization has interacted on environmental or social issues.	Fully	Ziraat Bank has no subsidiaries or affiliates of this nature.
FS11	Percentage of assets subject to positive and negative environmental or social screening.	Fully	Ziraat Bank has no assets of this nature.
FS12	Voting polic(ies) applied to environmental or social issues for shares over which the reporting organization holds the right to vote shares or advises on voting.	Fully	As Ziraat Bank has no subsidiaries or affiliates of this nature, it has not been necessary to develop such a voting policy.
Economic
Economic performance
EC1	Direct economic value generated and distributed, including revenues, operating costs, employee compensation, donations and other community investments, retained earnings, and payments to capital providers and governments.	Fully	The Value That We Create and Share. Please also see page 10-11 of the 2013 Annual Report at: http://www.ziraatbank.com.tr/en/InvestorRelations/Documents/AnnualReports/AnnualReport2013.pdf
EC2	Financial implications and other risks and opportunities for the organization’s activities due to climate change.	Fully	Chairman’s Message
			Ziraat Bank’s Sustainability Policy
			Ziraat Bank and The Environment
EC3	Coverage of the organization’s defined benefit plan obligations.	Fully	Employees
EC4	Significant financial assistance received from government.	Fully	Ziraat Bank does not receive any type of financial assistance from government.
Market presence
EC6	Policy, practices, and proportion of spending on locally-based suppliers at significant locations of operation.	Fully	Ziraat Bank has an extensive supply chain with a large number of suppliers providing goods and services to keep its operations functioning. Ziraat Bank meets the daily needs of its branch network by means of procurements from local suppliers. However, the Bank buys, in bulk purchases, the products and services with price advantage from a single supplier. Please also see The Value That We Create and Share
EC7	Procedures for local hiring and proportion of senior management hired from the local community at significant locations of operation.	Fully	In its recruitment announcements and examinations, the bank allows candidates to specify the province in which they would prefer to work. This practice arises from Ziraat Bank’s principle of recruiting locally. 92.6% of all newly-hired personnel in 2013 were recruited from local sources.
Indirect economic impacts
EC8	Development and impact of infrastructure investments and services provided primarily for public benefit through commercial, in-kind, or pro bono engagement.	Fully	Employees
Environmental
Materials
EN1	Materials used by weight or volume.	Fully	Please see Paper use and optimization projects
Energy
EN3	Direct energy consumption by primary energy source.	Fully	The total direct energy consumption for Head Office buildings in Ankara and İstanbul for 2013 is 41,479 GJ.
EN4	In direct energy consumption by primary energy source.	Fully	Ziraat and The Environment
Water
EN8	Total water withdrawal by source.	Fully	Ziraat and The Environment
Biodiversity
EN11	Location and size of land owned, leased, managed in, or adjacent to, protected areas and areas of high biodiversity value outside protected areas.	Fully	Ziraat Bank does not own any land or property in or near any area of the sort described.
EN12	Description of significant impacts of activities, products, and services on biodiversity in protected areas and areas of high biodiversity value outside protected areas.	Fully	Ziraat Bank does not provide service which has any significant impact on biodiversity.
Emissions, effluents and waste
EN16	Total direct and indirect greenhouse gas emissions by weight.	Fully	Ziraat and The Environment
EN18	Initiatives to reduce greenhouse gas emissions and reductions achieved.	Fully	Ziraat Bank has measured its carbon footprint for the first time in 2013. Having done so, Ziraat Bank intends to continue its efforts to reduce the greenhouse gas emissions generated by service processes.
EN19	Emissions of ozone-depleting substances by weight.	Fully	Ziraat and The Environment
EN20	NOx, SOx, and other significant air emissions by type and weight.	Fully	Ziraat Bank does not report on this indicator as the disclosure is not material to its business because the Bank’s business activities/operations do not generate significant emissions of these substances
EN21	Total water discharge by quality and destination.	Fully	Ziraat Bank does not report on this indicator as the disclosure is not material to its business because all water is discharged to public waste water treatment across its operations.
EN22	Total weight of waste by type and disposal method.	Fully	Ziraat and The Environment
EN23	Total number and volume of significant spills.	Fully	There have been no significant spills from any Ziraat Bank facility in the reporting period. In addition, the Bank’s business activities do not have a material risk of significant spills of hazardous substances.
Products and services
EN26	Initiatives to mitigate environmental impacts of products and services, and extent of impact mitigation.	Fully	Efforts to improve natural resource consumption
EN26		Fully	Initiatives to reduce energy use
Compliance
EN28	Monetary value of significant fines and total number of non-monetary sanctions for non-compliance with environmental laws and regulations.	Fully	There have been no fines or non-monetary sanction for non-compliance with environmental laws and regulations.
Social: Labor Practices and Decent Work
Employment
LA1	Total workforce by employment type, employment contract, and region, broken down by gender.	Fully	Ziraat Bank personnel demographic highlights
LA2	Total number and rate of new employee hires and employee turnover by age group, gender, and region.	Fully	Ziraat Bank personnel demographic highlights
LA3	Benefits provided to full-time employees that are not provided to temporary or part-time employees, by major operations.	Fully	All Ziraat Bank personnel are employed under full-time.
LA15	Return to work and retention rates after parental leave, by gender.	Fully	In 2013, return to work and retention rates after parental leaves is as follows:
			The number of employees by gender that were entitled to parental leave: 511
			The number of employees by gender that took parental leave: 602
			The number of employees who returned to work after parental leave ended, by gender: 435
			The number of employees who returned to work after parental leave ended who were still employed twelve months after their return to work, by gender: 280
			The return to work and retention rates of employees who returned to work after leave ended, by gender: 98%
Labor/management relations
LA4	Percentage of employees covered by collective bargaining agreements.	Fully	In Ziraat Bank there is no any collective bargaining agreement in place.
LA5	Minimum notice period(s) regarding significant operational changes, including whether it is specified in collective agreements.	Fully	Same as above
Occupational health and safety
LA7	Rates of injury, occupational diseases, lost days, and absenteeism, and number of work-related fatalities by region and by gender.	Fully	In the reporting period, there were not any work-related incidents of death or injury; and occupational diseases.
LA8	Education, training, counseling, prevention, and risk-control programs in place to assist workforce members, their families, or community members regarding serious diseases.	Fully	Occupational health & safety training was also provided to 3,752 people at Ziraat Bank in 2013.
Training and education
LA10	Average hours of training per year per employee by gender, and by employee category.	Fully	Employees
LA11	Programs for skills management and lifelong learning that support the continued employability of employees and assist them in managing career endings.	Fully	Human Resources Career Management
LA11		Fully	Personnel training in 2013
LA12	Percentage of employees receiving regular performance and career development reviews, by gender.	Fully	Individual Performance Management System
Diversity and equal opportunity
LA13	Composition of governance bodies and breakdown of employees per employee category according to gender, age group, minority group membership, and other indicators of diversity.	Fully	Ziraat Bank personnel demographic highlights; for governance bodies composition please see page 66-71 of the 2013 Annual Report at: http://www.ziraatbank.com.tr/en/InvestorRelations/Documents/AnnualReports/AnnualReport2013.pdf
Equal remuneration for women and men
LA14	Ratio of basic salary and remuneration of women to men by employee category, by significant locations of operation.	Fully	As the salary system is completely based upon performance, there is not an application that tracks the difference between male and female employees’ salaries.
Social: Human Rights
Investment and procurement practices
HR1	Percentage and total number of significant investment agreements and contracts that include clauses incorporating human rights concerns, or that have undergone human rights screening.	Fully	During the reporting period the Bank was not party to any investment agreement of this nature.
HR2	Percentage of significant suppliers, contractors and other business partners that have undergone human rights screening, and actions taken.	Fully	So far as the bank is aware, there were no suppliers or contractors who were being investigated on account of these issues during the reporting period.
HR3	Total hours of employee training on policies and procedures concerning aspects of human rights that are relevant to operations, including the percentage of employees trained.	Fully	Personnel training in 2013
Non-discrimination
HR4	Total number of incidents of discrimination and corrective actions taken.	Fully	There were no incidents of discrimination reported during the reporting period.
Freedom of association and collective bargaining
HR5	Operations and significant suppliers identified in which the right to exercise freedom of association and collective bargaining may be violated or at significant risk, and actions taken to support these rights.	Fully	During the reporting period there were no trade or labor union organizational activities at Ziraat Bank. During the reporting period, Ziraat Bank had no dealings with any supplier who, to the bank’s knowledge, was in violation of their employees’ union rights, which is to say of their employees’ right to join or not to join a trade or labor union.
Child labor
HR6	Operations and significant suppliers identified as having significant risk for incidents of child labor, and measures taken to contribute to the effective abolition of child labor.	Fully	There have been no incidents during 2013.
Prevention of forced and compulsory labor
HR7	Operations and significant suppliers identified as having significant risk for incidents of forced or compulsory labor, and measures to contribute to the elimination of all forms of forced or compulsory labor.	Fully	There have been no incidents during 2013.
Assessment
HR10	Percentage and total number of operations that have been subject to human rights reviews and/or impact assessments.	Fully	No operations have been subject to human rights reviews and/or impact assessments during the reporting period.
Remediation
HR11	Number of grievances related to human rights filed, addressed and resolved through formal grievance mechanisms.	Fully	No complaints were lodged on any matter pertaining to human rights during the reporting period.
Social: Society
Local communities
SO1 (FSSS)	Nature, scope, and effectiveness of any programs and practices that assess and manage the impacts of operations on communities, including entering, operating, and exiting.	Fully	In the projects that Ziraat Bank financed in 2013, careful attention was given not just to their contributions to Turkey’s economic development but also to their environmental and social benefits as well. Examples of such undertakings include financing projects that enhance local producers’ ability to compete and projects to increase local employment through the creation of new production opportunities.
SO1 (G3.1)	Percentage of operations with implemented local community engagement, impact assessments, and development programs.	Fully	Same as above
FS13	Access points in low-populated or economically disadvantaged areas by type.	Fully	With 1,636 service points, Ziraat Bank is the only local provider of financial products and services in four hundred small towns located all over Turkey.
FS14	Initiatives to improve access to financial services for disadvantaged people.	Fully	During 2013, 143 people joined the Ziraat Bank team to fill positions set aside for physically handicapped individuals. Ziraat Bank: Turkey’s Customer-Focused Bank
SO9	Operations with significant potential or actual negative impacts on local communities.	Fully	There were not any in-house operations with significant potential or actual negative impacts on local communities during the reporting period.
SO10	Prevention and mitigation measures implemented in operations with significant potential or actual negative impacts on local communities.	Fully	Ziraat Bank does not have/nor finance any operation with significant potential or actual negative impacts on local communities.
Indicator	Disclosure	Level of reporting	Location of disclosure
Corruption
SO2	Percentage and total number of business units analyzed for risks related to corruption.	Fully	A Responsible Corporate Citizen
SO3	Percentage of employees trained in organization’s anti-corruption policies and procedures.	Fully	Personnel training in 2013
SO4	Actions taken in response to incidents of corruption.	Fully	No corruptive practices were encountered in 2013, so no corrective actions needed to be taken.
SO4	Actions taken in response to incidents of corruption.	Fully	For more information: A Responsible Corporate Citizen
Public policy
SO5	Public policy positions and participation in public policy development and lobbying.	Fully	Ziraat Bank is not a participant in the political and public policy making process.
SO6	Total value of financial and in-kind contributions to political parties, politicians, and related institutions by country.	Fully	Ziraat Bank is not providing any financial and in-kind assistance to political party, politician or to the relevant institutions.
Anti-competitive behavior
SO7	Total number of legal actions for anti-competitive behavior, anti-trust, and monopoly practices and their outcomes.	Fully	There have been no legal actions for anti-competitive behavior, anti-trust, and monopoly practices during the reporting period.
Compliance
SO8	Monetary value of significant fines and total number of non-monetary sanctions for non-compliance with laws and regulations.	Fully	There have been no fines for non-compliance with laws and regulations in the reporting period.
Social: Product Responsibility
Product and service labelling
PR3	Type of product and service information required by procedures, and percentage of significant products and services subject to such information requirements.	Fully	Ziraat Bank complies with laws and regulations relating to the disclosure of information about the products and services it provides. For example, the Bank is obliged to provide product disclaimer statements, terms and conditions and offer copies of legally binding documentation to consumers. The Bank also assists customers in comparing its products to peers’ products available in the market by providing objective, transparent and understandable information and consultancy.
PR5	Practices related to customer satisfaction, including results of surveys measuring customer satisfaction.	Fully	Customers
FS16	Initiatives to enhance financial literacy by type of beneficiary.	Fully	Ziraat Bank: Turkey’s Customer-Focused Bank, Financial Literacy
Marketing communications
PR6	Programs for adherence to laws, standards, and voluntary codes related to marketing communications, including advertising, promotion, and sponsorship.	Fully	The practices in relation to the marketing and promotion of the financial products are strictly governed by legislation. Ziraat Bank complies with laws and regulations relating to marketing and promotion of products and services.
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.	Fully	In the reporting period, there were not any complaints delivered to Ziraat Bank.
Customer privacy
PR8	Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data.	Fully	In the reporting period, there were not any complaints delivered to Ziraat Bank.
Compliance
PR9	Monetary value of significant fines for non-compliance with laws and regulations concerning the provision and use of products and services.	Fully	There have been no fines for non-compliance with laws and regulations concerning the provision and use of products and services in the reporting period.