2019 Sustainable Business Report

SAFARICOM SUSTAINABLE BUSINESS REPORT 2019 INTRODUCTION OUR BUSINESS OUR MATERIAL TOPICS STAKEHOLDER ENGAGEMENT CONCLUDING REMARKS 1 THE PURPOSE OF OUR SUSTAINABLE BUSINESS REPORT ...................................... 4 FY19 YEAR IN REVIEW ..................................................................................................... 6 MESSAGE FROM THE CHAIRMAN ............................................................................... 8 INTERVIEW WITH OUR CEO ......................................................................................... 10 SAFARICOM AT A GLANCE ........................................................................................ 16 OUR BUSINESS MODEL .................................................................................................. 17 OUR CORPORATE STRATEGY ...................................................................................... 18 TRUE VALUE ASSESSMENT ............................................................................................. 22 GOVERNANCE, BUSINESS ETHICS AND RISK ......................................................... 28 REGULATORY ENVIRONMENT ........................................................................33 OUR NETWORK ................................................................................................................ 35 ENVIRONMENTAL STEWARDSHIP ............................................................................... 39 INNOVATION .................................................................................................................... 47 CONCLUDING REMARKS INTRODUCTION 2 14 CONTENTS 26 56 83 OUR BUSINESS OUR MATERIAL TOPICS STAKEHOLDER ENGAGEMENT OUR CUSTOMERS ........................................................................................................... 58 SOCIETY ............................................................................................................................. 61 OUR EMPLOYEES ............................................................................................................ 68 OUR REGULATORS ......................................................................................................... 74 OUR BUSINESS PARTNERS ............................................................................................. 76 OUR SHAREHOLDERS .................................................................................................... 80 THE MEDIA ........................................................................................................................ 82