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Contents

1. MESSAGE FROM THE CEO 7
2. INFORMATION ABOUT THE REPORT 8
2.1. REPORT PROFILE 8
2.2. REPORT SCOPE AND BOUNDARIES 8
2.3. METHODOLOGY AND PROJECT TEAM 8
2.4. EXTERNAL ASSURANCE 9
2.5. COMMUNICATION ABOUT THE REPORT 9
3. GOLDAIR HANDLING 12
3.1. VISION 12
3.2. HISTORY TIMELINE 14
3.3. SERVICES 16
3.4. MEMBERSHIPS AND ASSOCIATIONS 17
4. CORPORATE RESPONSIBILITY AND SUSTAINABLE DEVELOPMENT STRATEGY 18
4.1. SUSTAINABILITY POLICY 20
4.2. GOVERNANCE OF SUSTAINABLE DEVELOPMENT 20
4.3. STAKEHOLDERS 21
4.4. MATERIALITY ANALYSIS 27
4.5. COMMITMENTS AND TARGETS 37
5. RESPONSIBLE GROWTH 38
5.1. CORPORATE GOVERNANCE AND ETHICAL PRACTICES 40
5.2. FINANCIAL INFORMATION 42
5.3. RESPONSIBLE SUPPLY CHAIN 43
5.4. RISK MANAGEMENT 45
5.5. CUSTOMER SERVICE AND SATISFACTION 45
5.6. RESPONSIBLE COMMUNICATION AND MARKETING 49
5.7. DISTINCTIONS / AWARDS 49
6. WE INVEST IN OUR PEOPLE 50
6.1. ATTRACTIVE AND RESPONSIBLE EMPLOYER 52
6.2. EQUAL OPPORTUNITIES AND DIVERSITY 53
6.3. EDUCATION AND TRAINING 54
6.4. WORKING CONDITIONS AND BENEFITS 56
6.5. LABOR - MANAGEMENT RELATIONS 59
7. ENVIRONMENT AND SOCIETY - OUR SUSTAINABLE WORLD 60
7.1. ENVIRONMENTAL PERFORMANCE 62
7.2. SOCIAL CONTRIBUTION 66
7.3. TRANSPARENCY AND DIALOG 67
8. ANNEXES 68
8.1. SUPPORT OF REPORT PREPARATION 69
8.2. GLOSSARY - ABBREVIATIONS 70
8.3. BALANCE SHEET AND INCOME STATEMENT 71
8.4. AA1000 AND GRI G4 INDICATORS 74
8.5. EXTERNAL ASSURANCE REPORT 87
8.6. REPORT EVALUATION FORM 89

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