Page 53 - GOLDAIR HANDLING APOLOGISMOS 2017

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REPORT 2017

S/N SUBSTANTIAL ISSUES FOR STAKEHOLDERS’ GROUP WITHIN/OUTSIDE
3.6. Targeting
GOLDAIR HANDLING BOUNDARIES
Customer service and Customer airlines, passengers within & outside
customer satisfaction Goldair Handling monitors and gauges performance in all Recognition of the value of the Sustainable Development Goals
1 (corporate customers aspects of Corporate Social Responsibility on an annual led Goldair Handling to revise its action plan and the goals it
and passengers)
basis and sets specific goals, with a view to continuing has set for further improvement in each aspect of Corporate
Socio-economic and Shareholders, State & Regulatory Bodies, within & outside improvement at all levels and meeting the expectations of Social Responsibility. The revised targeting is directly linked
2 environmental compliance Institutional Bodies, Financial Institutions its stakeholders. with the 17 Sustainable Development Goals and includes the
following:
3 Economic Performance Shareholders, workers and Trade Union, suppliers within & outside

4 Employee Health and Safety Shareholders, workers and Trade Union, customer airlines within & outside Year of Phase of Relevant
2017-2018 GOALS completion implementation SDGs
5 Passenger Health and Safety Customer Airlines, passengers, shareholders within & outside
Area: Corporate Governance & Risk Management
Expansion into new markets Shareholders, within
and strengthening current workers and Trade Union, Creation of a Corporate Governance Code 2020
6 market presence/Business customer airlines
development Creation of a Corporate Governance Committee 2020

7 Employment Shareholders, Workers & Trade Union, customer airlines within
Implementation of an instrument or other mechanism to facilitate the 2017 Completed
implementation of sustainable development principles and practices
Customer and Shareholders, customer airlines, passengers within & outside
8
passenger privacy Increase investment for sustainable development by 10% 2017 Completed

9 Tourism activity Shareholders, workers & Trade Union, external factor Creation of an integrated risk management and business continuity system 2020 Completed
customer airlines, passengers
Area: Market Presence
Financial environment Shareholders, workers and Trade Union, customer airlines, external factor
10 in the country where the passengers, suppliers, State and Regulatory Bodies, Achieve 65% customer satisfaction and a 50% participation rate in customer 2017 Completed
company is based Local communities and NGOs, Institutional Bodies, satisfaction surveys
Financial Institutions
Create a procedure for the protection of clients' personal data 2018
11 Transparency and Shareholders, customer airlines, suppliers, within & outside
Anti-Corruption State & regulatory bodies, Institutional Bodies Create a Communication and Responsible Marketing Policy 2017 Completed

Business continuity Shareholders, workers & Trade Union, customer airlines, within Add social criteria to the supplier assessment questionnaire 2017 Completed
12 management - BCM State & regulatory bodies, Institutional Bodies
(instead of risk managment) Assessment of a specific number of large suppliers on the basis of the new 2018
assessment questionnaire for suppliers
13 Procurement Practices Shareholders, suppliers within
Area: Human Resources
14 Energy & emissions Local Communities & NGOs within 1. a. Create a code of conduct for workers Completed, to be
2017 implemented in
Diversity and equal Workers & Trade Union, Local Communities and NGOs within 2018
15 opportunities
1. b. Update human resources with regard to the new Code of Conduct 2017 Completed, to be
16 Dialogue with stakeholders Shareholders, workers and Trade Union, within implemented in
customer airlines, passengers, suppliers, 2018
Local Communities & NGOs, Financial Institutions
Create a training programme for sustainable development 2017 Completed
and integrate it into employee training
17 Training and education Shareholders, workers & Trade Union, customer airlines within
Maintain a low accident rate for each employee 2017 Completed
18 Labour-Management Shareholders, workers & Trade Union within
relations
Achieve a participation rate/employee response of 50%
19 Development of social Shareholders, workers & Trade Union, within & outside in the employee satisfaction survey
actions & volunteerism Local Communities & NGOs

52 20 Marketing Communication Customer airlines, passenegers within 53