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Page 1: 2011 SUSTAINABILITY REPORT - Turkcellinvestor.turkcell.com.tr/2011/downloads/Turkcell-KSS-EN.pdf · TURKCELL 2011 SUSTAINABILITY REPORT 02 ABOUT THE REPORT Turkcell 2011 Sustainability

2011 SUSTAINABILITY REPORT

Page 2: 2011 SUSTAINABILITY REPORT - Turkcellinvestor.turkcell.com.tr/2011/downloads/Turkcell-KSS-EN.pdf · TURKCELL 2011 SUSTAINABILITY REPORT 02 ABOUT THE REPORT Turkcell 2011 Sustainability

TURKCELL 2011 SUSTAINABILITY REPORT

02

ABOUT THE REPORTTurkcell 2011 Sustainability Report is our second

report issued. We present our key stakeholders

the social, environmental and economic

performances regarding our impacts created

throughout 2009-2011 periods.

Scope of the ReportThe information included in the report covers

the overall corporate responsibility performance

of Turkcell İletişim Hizmetleri A.Ş. during the

January 1, 2009 – December 31, 2011 period

unless stated otherwise.

Although Turkcell subsidiaries and international

operations are not included within the scope of this

report, information about the group companies is

was included as much as possible. The financial data

given are Turkcell’s consolidated data.

Principles of the ReportThe following global standards and frameworks

were considered in the preparation of the report

content. We have determined the performance

content according to the requirements of these

standards and frameworks.

We included the GRI G3 Sustainability Reporting

Principles and United Nations Global Compact

Principles (UNGC) indexes in detail at the end of

our report.

www.globalreporting.org

www.unglobalcompact.org

Our Next ReportWe intend to share our 2012 sustainability

performance in our next report and publish it in 2013.

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TABlE Of CONTENTS PAGEMESSAGE FROM GENERAL MANAGER 4

OUR CORPORATE PROFILE 6TURKCELL IN NUMBERS 9OUR PRODUCTS AND SERVICES 10

OUR QUALITY APPROACH 11

STRATEGY AND MANAGEMENT 12CORPORATE GOVERNANCE 14

BUSINESS ETHICS 16INVESTOR RELATIONS 16OUR CORPORATE PRIORITIES 18

OUR CORPORATE RESPONSIBILITY APPROACH 19OUR DIALOG WITH OUR STAKEHOLDERS 19DETERMINING MATERIAL ISSUES 19

MESSAGE FROM CHIEF CORPORATE AFFAIRS OFFICER 20

OUR SOCIAL PERFORMANCE 22OUR EMPLOYEES 24

HEALTH AND SAFETY 27DEVELOPMENT AND TRAINING OPPORTUNITIES 28PERFORMANCE MANAGEMENT 30HUMAN RIGHTS 30COMMUNICATION WITH OUR EMPLOYEES 31

OUR SOCIAL INVESTMENTS 32OUR EMPLOYMENT APPLICATIONS 32OUR SOCIAL INCLUSION APPLICATIONS 34

OUR ECONOMIC PERFORMANCE 40SUSTAINABLE GROWTH 42

OUR CUSTOMERS 43OUR BUSINESS PARTNERS 45OUR SOLUTION PARTNERS 46OUR SUPPLIERS 47OUR TECHNOLOGICAL INVESTMENTS AND SOLUTIONS 47

OUR ENVIRONMENTAL PERFORMANCE 50ENERGY AND CLIMATE CHANGE 52INSTALLATION AND INSPECTION OF BASE STATIONS 54WASTE MANAGEMENT 55

ANNEXES 56OUR AWARDS AND ACCOMPLISHMENTS 56OUR MEMBERSHIPS 57GRI & UNGC INDEXES 58GRI STATEMENT 62CONTACT INFORMATION 63

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TURKCELL 2011 SUSTAINABILITY REPORT

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MESSAGE fROM GENERAl MANAGER

When we look at Turkcell’s story of establishment and its success today, we always see “novelty” and “innovation”. We work in full effort to sustain this quality that runs through our genes and present the best and newest technologies to the service of Turkey in the most appropriate manner possible. From the scratch, we saw “innovation ability” as the prerequisite of permanent success not only in information and communication technologies but every field and included this concept in our social responsibility area

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Dear Stakeholders,

I am happy to share our 2011 Sustainability Report,

which is the second stage of the sustainability

vision we established according to our responsibili-

ties and your expectations. Since our establishment

we have been such a company, which is aware of

its responsibilities as well as the necessity of main-

taining sustainability in pursuit of financial success.

We carefully consider our ecological environment

as well as our social stakeholders when conducting

our activities.

Corporate responsibility is among the top priorities

for companies in the new century. As an industry le-

ader, we see the positive impacts we can create on

issues such as climate change, social development,

human rights, employee satisfaction and loyalty and

more transparent communication with internal and

external stakeholders. We are aware of the neces-

sity of taking effective steps on these issues. Our

customers and shareholders are also aware that

our performance concerning sustainability-related

issues will have a positive impact on our company’s

value in the long run. Consequently we believe that

our performance will carry our company to the top

as perceived by our key stakeholders. As Turkcell

we act according to this approach and vision.

When we look at Turkcell’s story of establishment

and its success today, we always see “novelty” and

“innovation.” We work in full effort to sustain this

quality that runs through our genes and present

the best and newest technologies to the service of

Turkey in the most appropriate manner possible.

From the scratch, we saw “innovation ability” as

the prerequisite of permanent success not only in

information and communication technologies but

every field and included this concept in our social

responsibility area. We are proud to prove that

Turkey can have a “World Company” in the field of

communications and technology thanks to our

ability to innovate, inspire and be an exemplary

company for Turkish people and institutions.

We are proud of our past achievements and inno-

vations, of course, but it’s the future that excites us

the most, because Turkcell will continue to introdu-

ce the newest advanced technologies to Turkey and

to support our institutions so that our companies

may be successful in the global arena. That’s why

we say, “In Turkcell, our past is innovation; and our

future is more innovation.”

We tried to present our progress to improve our

economic, social and environmental impacts with

solid examples and goals in our 2011 Sustainability

Report. Our 7 million TL investments in renewable

and alternative energy, our coverage of 99.13% of

the Turkish population, our success in shifting to 3G

technology, millions of satisfied Turkcell customers

and our Turkcell family of employees, who are the

architects of this success, are the fundamental

proof of our rapid progress and leadership in Turkey

regarding these issues.

Corporate responsibility leadership at global

standards is not a dream for Turkcell but it is a goal

that we are striving to achieve in the short term. As

a Leader in Responsibility, performance of Turkcell

brand will continue to be one of the major milesto-

nes of Turkey’s corporate responsibility journey in

the upcoming years.

Sincerely yours,

SÜREYYA CİLİVGeneral Manager

Corporate responsibility leadership at global standards is not a dream for Turkcell but it is a goal that we are striving to achieve in the short term

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OUR CORPORATE PROfIlE

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OUR CORPORATE PROfIlE

As the third largest GSM operator in Europe on a subscriber basis, Turkcell

serves a total of 64.8 million customers in a region stretching from

Germany to Kazakhstan.

As well as our international subsidiaries providing high-end

telecommunication services to customers in Germany, Belarus, Moldova,

Ukraine, Georgia, Kazakhstan, Azerbaijan and TRNC, we provide

value-added services locally in Turkey with our domestic companies,

Superonline, Inteltek, Turkcell Technology, Global Bilgi and Global Tower.

Turkcell is also the first and the only Turkish company publicly traded on

the ISE (Istanbul Stock Exchange) and New York Stock Exchange (NYSE)

concurrently.

%34

Post-paidPre-paid

%63

%37

Malefemale

Our Customers Our Employees

%66

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TURKCELL IN NUMBERS

Sales

8 Billion Tl

Coverage area in TurkeyAll settlements in Turkey with

population of over 1,000

3G ServiceContracts with 204 operators in 108 countries

GPRS RoamingContracts with 466 operators in 165 countries

Total number of full time employees in Turkey

3,149 (about 40% of the total number of employees of mobile operators)

Total number of subscribers in Turkey

34.5 million (53% of the market)

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TURKCELL 2011 SUSTAINABILITY REPORT

10

51% %34.69

13.07%1.18%

0.05%

0.01%

Important Changes During the Reporting PeriodTurkcell focused on balanced growth during the

reporting period and invested in 7 power houses, 4

offices, 1 warehouse and 1 plaza, mostly located in

Anatolia and also 1 Operation Management Center

in Manisa, engaging a total service area of 20,603

square meters.

Our company’s 100% subsidiary, Superonline

İletişim Hizmetleri A.Ş. and our other four group

companies signed a share purchase contract on

August 12, 2011 in order to acquire all shares of

Global İletişim Hizmetleri A.Ş., one of the leading

companies in its field under Yıldız Holding A.Ş.

Our Operational StructureUpdated and detailed information on the partners-

hips and subsidiaries of Turkcell are present in our

periodical financial tables and our website.

OUR PRODUCTS AND SERVICES

In each country and region we serve, we endeavor to

make the information technologies and related ser-

vices accessible and usable to meet our customers’

and users’ current and future needs. We are proud to

provide our 34.5 million customers with the privilege

of Turkcell in signal reception and voice quality

through our total investment of 7.9 Billion USD.

We use the latest techniques in our infrastructure,

which work with various phone models, so our

customers could speak with superior sound quality.

The number of continuous connections is one

of the most important indicators of a successful

infrastructure. In Turkcell, it is of great importance

to provide continuous connection to our customers

through our ever-growing infrastructure and the

engineering work, which we constantly update.

Providing continuous service despite intense net-

work traffic is another criterion for evaluating the

quality in mobile communication. As Turkcell, we

provide quality service to our customers at a value

much lower than traffic rate intensity accepted by

international GSM standards as well as the Turkish

average, which is 2% GoS (Grade of Service).

Our Pre-Paid ProductTurkcell’s pre-paid product, preferred by those who

want to keep their calls under control and make

calls within their budget, as well as those who need

to be called rather than willing to calling others is

HazırKart.

Our Post-Paid linesOur communication services product, in which

payments can be made in return for an invoice after

obtaining the service from our GSM network, is the

Post-paid Line.

Other ServicesBesides mobile communication Turkcell provides

value added services to its subscribers. The lists

of these services and tariffs are present at www.

turkcell.com.tr. All of these products and services

are available for our customers via Turkcell stores,

Turkcell Communication Centers, Corporate Soluti-

on Centers, Turkcell Distribution Centers, Turkcell

Sales Points, the Call Center, the Online Operations

Center and Corporate Sales Managers.

Our Coverage AreaTurkcell delivers services to all settlements with

a population of over 1,000 by covering 88.30% of

Turkey’s geography and 99.13% of the total popu-

lation as of the end of 2011. We are a telecommu-

nications company with the most widespread, best

quality service network with nearly 28,000 base

stations throughout Turkey. We are also a leader

in EDGE technology, which all of the 2G network

uses. Turkcell has also made important investments

in rural areas and included many settlements with

a population of below 1,000 in 2011. Turkcell is also

among the operators servicing dual carrier 13.DC-

HSPA+, up to 42 Mbps speeds, in the world with its

3G network.

Our Shareholder Structure

Turkcell Holding A.Ş.

Çukurova Holding A.Ş.

MV Holding A.Ş.

Publicly Traded

Müflis Bilka Bilgi Kaynak ve İletişim San. ve Tic. A.Ş.

Sonera Holding A.Ş.

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Turkcell coverage rates, service quality value and

base station numbers are reported to the Informa-

tion Technologies and Communication Association

(BTK) Spectrum Monitoring and Inspection Direc-

torate. Coverage values are calculated according to

BTK coverage criteria.

OUR QUAlITY APPROACHIn parallel with the Quality Policy, Turkcell

measures the satisfaction of its customers and

all its stakeholders at specific time intervals

according to accepted methods. The results are

then evaluated and the necessary actions are

taken for improvement.

Our Quality PolicyThe basis of our quality policy is to manage our

system with a continuous improvement approach

according to our strategic business priorities,

ensuring the satisfaction of all our stakeholders,

including our employees and their families.

Our Quality Management SystemsThe upper management of Turkcell takes a

customer-oriented management approach in

the application, development and continuous

improvement of the Quality Management System in

accordance with laws and regulations. The Turkcell

Quality Policy and Strategic Business Priorities that

form a framework for the achievement of the vision

and quality goals set out by upper management are

examples of this approach.

ISO 1002 and ICT 20000 systems are applied at

Turkcell. Our company, which began the application

process for the ISO 9001:2008 Quality Management

Systems in 1999, is now in the process to receive

the ISO 10002 Customer Complaints Management

Certificate as well. Also distinguishing itself within

the sector with certified ISO 27001:2005 Informati-

on Security and ISO 20000:2005 ITIL Management

Systems, Turkcell continues to advance and develop

through a Lean Management approach.

Product and Service Information All general information related to Turkcell products

and services is established through a variety of app-

lications at all contact points with our customers,

primarily in our website.

Our customers can share their ideas and sugges-

tions with Turkcell via our call center, dealers and

the website. Also, the expectations and ideas of all

our customers are reviewed within the 7th Sense

Customer Estimation Center. The related teams

review customer suggestions.

GSM Sector in Turkey

The telecommunications sector today plays an impor-tant role in the advancement of the information-based economy. 2009-2011 were lively years for the Turkish telecommunication sector. Positive steps taken for the sector include publication of the reports and Council decisions that make Information Technologies and Communication Council (BTK) a more transparent regulatory authority, including BTK market data, reduction in Internet service taxes, the provisions of the Electronic Communication Law introduced in 2008 in relation to authorization coming into effect on May 10, 2009, which therefore facilitated the easier servicing of operators and the legal start of fixed number portability on September 9, 2009.

According to the 2011 Market Data, 3rd Quarter Report of BTK, the total amount of traffic increased by 12.9% in 2010, reaching 149.4 billion minutes. App-roximately 84% of this traffic is mobile traffic. The number of fixed subscribers, which was 16.2 million in December 2010, decreased to 15.5 million by the end of September 2011. As of September 2011, the number of mobile subscribers is was 64.8 million. According to data from the same period, approximately 66% of mobile subscribers use pre-paid lines and 34% use post-paid lines.

The number of 3G subscribers, which was 16.6 million in the third quarter of 2010, reached 28.6 million in the third quarter of 2011. While an average of 30% of the mobile subscribers in Europe are 3G subscribers, Turkey, which only started providing the service in July 2009, exceeded the European average with the rate of 44% 3G subscribers.

The number of SMS messages sent was 38.5 billion in the third quarter of 2011 in Turkey and the number of MMS messages was 36 million. Turkey exceeds Ireland, Norway, the United Kingdom, Spain, Italy, Portugal and Germany with average monthly mobile communication of 261 minutes.

The Turkish telecommunications sector, which has a market volume of over 20 billion USD, is predicted to reach a volume of 30 billion USD in the next 5 years.

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• We believe that customers come first• We are an agile team• We promote open communication• We are passionate about making a difference• We value people

OUR VALUES

To ease and enrich the lives of our customers with communication and technology solutions

OUR VISION

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OUR STRATEGIC PRIORITIES

As a leading communication and technology company, our strategic priorities are:

• To grow in our core mobile communication business through increased use of voice and data,

• To grow our existing international subsidiaries with a focus on profitability,

• To grow in the fixed broadband business by creating synergy among Turkcell Group companies through our fiber optic infrastructure,

• To grow in the area of mobility, Internet and convergence through new business opportunities,

• To grow in domestic and international markets through communications, technology and new business opportunities, and

• To develop new service platforms that will enrich our relationship with our customers through our technical capabilities.

STRATEGY AND MANAGEMENT

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STRATEGY AND MANAGEMENT

CORPORATE GOVERNANCE

Being aware that the foundation of operational

excellence lies in a transparent management app-

roach and good corporate governance, Turkcell

supports its goal of development and constant

growth through its corporate governance

system.

Our company’s accountability approach consists

of direct/regular information and reporting and

constant accessibility of information on Turkcell,

not only in financial fields but also concerning

our impacts related to our social and ecologic

environment and the expectations of our stake-

holders.

Board of DirectorsThe highest governing body at Turkcell is the

Board of Directors. Members of the Turkcell

Board of Directors are not involved in any

executive functions. The necessity of not having

any executive function for members of the Bo-

ard of Directors is a stipulation of Turkish Trade

Law. Therefore, all our Board Members consist

of non-executive members. Turkcell Chairman

of the Board Colin J. Williams is confirmed as

independent according to the requirements of

US legislation and CMB (Capital Markets Board)

Corporate Governance Principles revised in February 2005.

The Turkcell Board of Directors consists of 7 members elected for a maximum of 3 years in the annual ordinary general meeting of share-holders. Each board member is encouraged to limit the number of their board memberships in

other publicly traded companies. This is intended

to prevent the impact of other memberships and

related obligations on the service provided as

an effective and active member of the Turkcell

Board of Directors. At least 11 ordinary general

meetings are convened at appropriate intervals

in order for the Board of Directors to fulfill its

responsibilities.

The business relations of Turkcell are managed

under the instructions of the Board of Directors,

who are responsible to and represent the

shareholders. The Board’s responsibilities and

authorities include but are not limited to those

stated on the Turkcell’s web site in detail.

Compensation of Board of Directors and Evaluation of ManagementThe shareholders in the General Assembly

determine compensation of the Members of

the Board of Directors. Performance goals,

including the sustainability framework, are de-

termined each year for the Board of Directors,

company and, therefore, the General Manager

and Assistant General Manager Responsible

for Finance within the framework of Turkcell

corporate governance principles. The Board of

Directors evaluates the performance of these

managers at the end of each year with the sup-

port of the Corporate Governance Committee

in parallel with financial and other goals and

determines their compensation accordingly.

Goal cards of the Assistant General Managers

are reviewed on a quarterly basis by evaluating

company goals, functional goals and human

resources goals. Performance assessments are

conducted through face-to-face meetings with

the CEO.

Changes in ManagementIn order to identify international commercial

and financial investment opportunities and to

support the work to realize these opportunities,

the International Expansion Functional Group

was re-structured during the reporting period.

The Legal Affairs Functional Group has also

been structured in order to achieve the goal to

Turkcell supports its goal of development and constant growth

through its corporate governance system

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increase business effectiveness as part of our

management excellence principles.

The Turkcell Board of Directors appointed

Colin J. Williams as the Chairman of the Board

effective as of the meeting dated February 25,

2010. Working as an Independent Member of the

Board of Directors since May 22, 2006, Williams

is also the Chairman of the Audit Committee

since July 21, 2006.

Preventing Conflicts of Interest Conflicts of interest occur when the private inte-

rests of the employee conflict with the interests

of Turkcell. Rules that Turkcell employees are ob-

liged to follow in relation to conflicts of interest

are stated in the Turkcell Common Values and

Business Ethics guide. The principles on ethics

contain the working principles with Turkcell

and other related entities, principles concerning

accepting/giving gifts, as well as the information

security of the customers and the company. The

guide also defines upper management conflict of

interest situations and explains the mechanisms

to prevent these.

Corporate Risk Management Turkcell has been subject to ever-changing

financial structures in the operational growth

process since its establishment. It has conduc-

ted affairs with alternative capital markets

in order to fund and support this structure.

Since the companies’ obligations depend on

the requests and obligations of the markets

that fund them as well as the financial regimes

they operate in, Turkcell has applied different

regulations, laws and rules since 1994. Turkcell

is subject to SEC rules since it is listed on the

NYSE (New York Stock Exchange) in the USA.

Internal control mechanisms exist at Turkcell

and the Group companies that are within the

scope of audit under Article 404 of the Sarba-

Corporate Risk Management Department

At our company, Risk Management, Internal Audit Management, Information Security Management and Internal Fraud Management processes are regulated in order to increase the focus on corporate risk management work, establish risk management methodology and promote the culture of corporate risk management work, as well as to centralize the activities that have an impact on the success of corporate risk management. All these func-tions within the company are carried out by the Corporate Risk Management Department, which was re-structured as of January 2009.

The Turkcell Corporate Risk Management De-partment reports directly to the Audit Commit-tee, which consists of Independent Members of the Board of Directors, the General Manager and Assistant General Manager Responsible for Finance according to the independence principal and the related communiqué of the Capital Markets Board.

All departments identify the risks they enco-unter regularly and classify them according to their priorities. Also, detailed action plans are prepared and applied for critical risks. These processes coordinated by Risk Management are reported regularly. The Corporate Risk Management Department, which analyzes the processes and detects existing and potential risks in order to ensure the reliability and accuracy of the financial tables of Turkcell and Group companies, the conducting of activities in accordance with SoX legislation and to increase the efficiency and effectiveness of the operations within the framework of this mec-hanism, also contributes to finding solutions to minimize these risks.

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nes Oxley act, which publicly traded companies

must comply with; and since the company

is also listed on the ISE (Istanbul Stock Exc-

hange), audits and evaluation processes for

preventing breaches are carried out regularly

under these mechanisms.

BUSINESS ETHICS The core of our business ethics approach is con-

ducting all of our activities in accordance with

international business ethics standards as well

as acting in full compliance with the laws and

regulations and managing our business processes

with an honest, transparent and accountable

approach. All affairs with our employees are also

carried out in accordance to this approach.

The Turkcell Common Values and Business Ethics

Rules published on our intranet are specified as

the common beliefs and values that the emplo-

yees are expected to consider in their work life

and to internalize them as natural behaviors.

These values are communicated to each emplo-

yee recruited at Turkcell through an orientation

program, and it is explained that these rules are

an inseparable part of the labor contract. Each

employee signs a statement of commitment.

Revisions made after the date of signing the

statement of commitment are published on the

Turkcell intranet. All Turkcell employees and

management are responsible for following the

related revisions as well as complying with these

rules and regulations.

The Ethics Committee assigned by the Audit

Committee established within the Turkcell

Board of Directors determines the regulations

on this subject. The Ethics Committee reviews

and updates the rules, evaluates irregularities,

then finalizes and presents the rules to the Audit

Committee quarterly. Regulations and respon-

sibilities approved by the Audit Committee take

effect following this approval.

Training and information via various channels are

conducted throughout the year in order to promote

awareness and understanding of the Common Va-

lues and Business Ethics rules among employees. A

Mobile learning training, in which 1,326 employees

have participated, was provided in 2010 on values

and ethics in order to keep the employees informed.

The same training was provided to 3,428 employees

through e learning in 2011.

Turkcell Ethics Rules are published in summary

on our website in the Investor Relations section

under Corporate Governance. These rules comp-

lement the other policies, codes of conduct and

guides published by the company.

Ethics lineEach Turkcell employee is obliged to report situ-

ations that may pose a conflict with the rules and

regulations stated in the Turkcell Common Values

and Business Ethics Guide or that cause a rational

suspicion or concern that such conflicts may occur

by filling out the Turkcell Intranet Ethics Reporting

Form or by calling the Ethics Reporting Line.

The employee does not have to disclose his or

her identity, unless he/she desires to do so, on all

three channels. Confidentiality of this subject is

under the Turkcell Audit Committee’s warranty.

No cases have been filed against our company

regarding misuse or corruption.

INVESTOR RELATIONSThe Turkcell Investor Relations Department

carries out its activities in order to ensure

that Turkcell shares continue to be preferred

investment instruments for both domestic and

The core of our approach to business

ethics is to conduct all of our activities in accordance with

international business standards and to act

in full compliance with laws and regulations

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17

foreign investors, expand the investor base of

the company, reflect Turkcell’s operational suc-

cess and potential concerning its market value

and present and promote our company in the

best way possible within the framework of the

governance principles we have adopted.

Since shares are traded in the US and Turkish

stock markets, we have a corporate governance

model in direction of the obligations Turkcell

undertakes in accordance with capital markets

of both countries. While these rules generally

come with certain regulations concerning the

transparency, accountability and responsibility

areas of the companies related to good corporate

governance, Turkcell especially considers this

subject as it may create additional value to

investors and other stakeholders.

Information PolicyAll contacts with investors, financial analysts,

press members and similar stakeholders are

conducted within the framework of the Turkcell

Information Policy. The aim of the Turkcell In-

formation Policy is to provide full, fair, accurate,

timely, comprehensive, low-cost, equal, accessib-

le, active and transparent communications with

all stakeholders such as shareholders, investors,

employees and customers in accordance with the

regulations it is subject to.

The Turkcell Information Committee supervises

disclosure of the developments that might have an

impact on the value of the company’s capital market

instruments to the public at predetermined time

intervals and in accordance with the legislation.

Relations with shareholders and issues related to

public disclosure are under the responsibility of

the Investor Relations Department. The Ordinary

Meeting of the General Assembly is conducted at

least once a year for shareholders. The sharehol-

ders and investors obtain all related information

and state their opinions and suggestions related

to management at these assembly meetings. The

Pre/Post Feedback Report survey is distributed

to investors and analysts at least twice a year

concerning their performance expectations. The

expectations related to results disclosed are

analyzed following the disclosure.

Briefings are held for company upper management

and the Board of Directors and public meetings are

organized with the participation of Turkcell mana-

gers. Road shows and analyst events are organized

for investors. Feedback is sent for analyst reports

on behalf of Turkcell. The questions of domestic

and foreign investors are answered within the

context of investor relations. The relationship with

credit rating organizations is carried out to ensure

that independent organizations consider the

powerful financial structure of Turkcell. The In-

vestor Relations and International Media Relations

Department work closely with various depart-

ments and subsidiaries within the Turkcell Group

in order to ensure that the company messages are

accurately and fully communicated to the market

on time, follows the needs of the market closely

and shapes the company messages with the sug-

gestions it presents to the upper management.

The groups that Investor and International Media

Relations directly communicate information to

are;

• Investors, Analysts

• Upper Management

• Members of the Board of Director

• Rating Organizations

• Capital Markets Board (CMB)

• Istanbul Stock Exchange (ISE)

• Securities and Exchange Commission (SEC)

• New York Stock Exchange (NYSE) and

• International Media.

Relations with shareholders and issues related to public disclosure are under the responsibility of the Investor Relations Department

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TURKCELL 2011 SUSTAINABILITY REPORT

OUR CORPORATE PRIORITIES

• Corporate Governance • Business Ethics • Research - Development • Customer Satisfaction • Information Safety • Responsible Supply Chain • Business Continuity

• Employment • Social Development • Health and Safety • Human Rights • Disaster Recovery

• Employee Satisfaction and Loyalty• Career Management and Employee Development• Employee Health and Safety

• Raising Envrionmental Awareness of our Stakeholders

• Mitigating our Environmental Impact• Energy Efficiency• Network Efficiency• Environment Friendly Technologies

Sustainable Growth(Investors, Customers,

Public Institutions, Suppliers)

Social Development(Local Public, Public

Institutions, Global Initiatives, Investors)

Environmental Awareness(Society, Customers, Non-Governmental

Organizations, Public Institutions)

Satisfied Employees and Business Environment

(Employees, Shareholders, Investors)

18

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19

OUR DIAlOG WITH OUR STAKEHOLdERS Our stakeholders are the people who influence

or are affected by our business. In Turkcell

every business unit determine its key stakehol-

ders that they directly have interest on in able

to form Turkcell’s key corporate stakeholder

groups. We approach these stakeholders also

in terms of their specific concerns as grouped

on page 18. Learning the expectations of our

key stakeholders through a variety of ongoing

dialogue platforms, we focus on understan-

ding these and plan on actions to meet these

expectations.

Knowing that transparency is among priorities

of our key stakeholders, we have continued to

enhance our communications and listen to the

expectations of stakeholders during this repor-

ting period through the following platforms.

Our Stakeholders Our Dialog Platforms

Our Customers Customer satisfaction surveys, Turkcell communication centers, Turkcell stores, Turkcell sales points, chain stores, call center, voice response system, website, My-Turkcell WAP, SIM Menu, customer services via Internet and wap (online operations), social media (Facebook, Twitter), complaint websites, SMS/USSD/Cell Info, e-mail, fax, mailing, bill, fax/letter, Corporate Solution Centers

Our Investors/Shareholders

Face-to-face meetings, conference calls after quarterly disclosures every 3 months, Road shows

Our Employees ERP Human Resources Module, Academy Portal Career Opportunities, Suggest and Win, White Shadow, Turkcell Assist, internal advertisements,

Our Suppliers Supplier evaluations, E-Firm Portal, e-mail, phone

Academic Institutions

Conferences and conventions, Life with Turkcell Seminars, Turkcell Graduate Studies Scholarship Program

Non-governmental Organizations

Memberships of the Board of Directors, Commission Work Group Memberships, report work, conference participations, face-to-face meetings

Society Social participation applications, call center, e-mails

Media Face-to-face meetings, press releases, press conferences, press visits

Our Dealers Dealer meetings, e-mails

Economic Environmental Social

Sustainable Growth Environmental Awareness Transparency and Accountability

Collaboration Platforms Efficient Use of Resources Social Development

OUR CORPORATE RESPONSIBIlITY APPROACH

As a leading company for corporate social

responsibility in Turkey, fulfilling our social,

economic and environmental responsibilities is

among our business priorities. We believe in the

importance of sustainability for our country’s

future and we support this in every field we

operate in. We act upon the philosophy that

we should give back to society and add value

to it both with improvements we make in our

business areas and our corporate social respon-

sibility projects.

As Turkcell, we believe in the importance of an

effective stakeholder communication policy

for the sustainability of our business. We build

clear and transparent relations with all our

stakeholders, find out their priorities and seek

appropriate solutions. We take our decisions

with the goal of creating mutual benefit by

integrating their expectations into our business

strategies.

For Turkcell, operating according to a res-

ponsible and sustainable approach is a social

necessity. Corporate responsibility is a part of

our corporate strategy as well as a management

tool.

Turkcell determines its corporate responsibility

policies within the context of priorities determi-

ned by opinions obtained from its stakeholders.

Corporate social responsibility is an impor-

tant part of Turkcell values together with its

policies. At Turkcell, the Corporate Citizenship

Unit work under Corporate Relations Depart-

ment and is a vital part of company corporate

responsibility initiatives.

We manage our corporate responsibility fields

on four main axes. (See Graph on Page 18)

DETERMINING MATERIAl ISSUES The Corporate Citizenship Unit under Corpo-

rate Relations Department consolidated the

issues mentioned by the key stakeholders

during the reporting period through the dia-

logue platforms listed in the above table and

prioritized the most frequently stated issues in

parallel to the corporate priorities listed in the

graph on page 18 of this report. Key stakehol-

der expectations that meet Turkcell’s strategic

priorities are grouped in the following table

within the context of sustainability impacts. The

actions taken regarding these issues form the

content of this report.

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TURKCELL 2011 SUSTAINABILITY REPORT

20

MESSAGE fROM CHIEf CORPORATE AffAIRS OffICER

We define ourselves as a “corporate citizen” and strive to meet the requirements of this label in every area. In order to share our accomplishments and create the best for all our shareholders through the feedback we receive, we have been producing our reports with the principles of GRI (Global Reporting Initiative) since 2009. We present to you our sustainability performance for the 2009-2011 activity period in our second report

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21

Dear Stakeholders,

As an organization in Turkey that has placed the concept of sustainability at the center of its business, carrying out our social, economic and environmental responsibilities is at the top of the commitments we have made to you.

We define ourselves as a “corporate citizen” and strive to meet the requirements of this label in every area. In order to share our accomplishments and create the best for all our shareholders through the feedback we receive, we have been producing our reports with the principles of GRI (Global Repor-ting Initiative) since 2009. We present to you our sustainability performance for the 2009-2011 activity period in our second report.

As Turkcell management, we are aware of the positi- ve effects that we can create on our community and environment with our technology, competences and areas of expertise. Beyond only managing our social and ecological footprint, we are creating sustainable projects and working towards a sustainable future socially, environmentally and economically.

The reason why we are one of the most popular and most sought out companies for employment in our sector and country is, in fact, the value we attach to our people. our country is our “People First, Leader Turkcell” approach. Our employees and the satisfacti-on of our employees are at the focus of every decision that we make. In addition to the career, sharing, education and development opportunities we provide to our employees at Turkcell, you can also examine our applications and communication platforms that are based on support and recognition, in this report.

On another note, The social responsibility projects that bring us closer to the community are also very significant to us. We especially develop and apply projects that invest in the future of young people.

‘Runners To The Future’, which supports our talented athletes on their path to the Olympics, ‘Bridge Of Hearts’ where 140,000 students from 81 provinces made trips from west to east and from east to west, building bonds of friendship are only two of the projects we continue to realize.

The Snowdrops Project, which we support through providing scholarships for 10,000 female students every year throughout Turkey in collaboration with CYDD (Association In Support Of Contemporary Life), added a new success to the recognition and awards it has received over the last 12 years, by being selected as the best in the world in the category of “contribution to the community” at 2011 World Communication Awards.

Through our applications that we continue with the goal of contributing to the economic development of our community, and hence our country; and collabo- rations with organizations such as IŞKUR, we are providing thousands of people with educations and employment.

Supporting projects that accomplish added value by investing in qualified human resources and good ideas in Turkey forms an important part of our social responsibility vision. In 2011 we showed our support for good ideas by sponsoring the Global Enterprise Forum in which 1,500 entrepreneurs discussed many subjects from ideas to financing, in addition to the “Enterprise Factory” which we launched in cooperati- on with Özyeğin University.

In addition to using our advanced technology to provide the fastest, uninterrupted service possible to our customers we are also developing applications to make emergency communication easier at times of disaster. In 2011, immediately after the earthquake that happened in our Van province, we worked 24/7 with our 230 stations, with our operation center which is the only one in the area and our crew of 200, despite power outages blackout and quadrupled traffic that had , to provide uninterrupted service to our customers. We provided network support with 11 mobile stations. We are also planning social responsibility projects in 2012 that will be directed at education in Van.

Another issue subject that we emphasize with sensitivity, in all of the units of Turkcell is information security and our customer confidentiality policies. We make constant improvements in our work applicati-ons and follow the latest technology with regard to this subject.

Our goal is to utilize the recommendations and feed- back we receive from you, to continue and increase our contributions to the community.

Respectfully,

KORAY ÖZTÜRKLERChief Corporate Affairs Officer

As Turkcell management, we are aware of the positive effects that we can create on our community and environment with our technology, talents and areas of expertise

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OUR SOCIAl PERfORMANCE

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24

OUR SOCIAl PERfORMANCE

OUR EMPlOYEES

At Turkcell, we have an employee-centric

approach, which we briefly describe as “First

People, Leader Turkcell.” To maximize employee

satisfaction, we create a flexible, sensitive and

democratic work environment that supports

change and continue our investments in the

company in order to motivate our employees.

We define our business environment more as a

“living area” than a “working area.” We commu-

nicate the career, support, sharing, recognition,

enjoyment and development opportunities we

provide to our employees with our slogan

“I have more at Turkcell.”

Our Employees in figuresThe Turkcell team has grown with the economic

growth targets during the reporting period. The

number of male and female employees increased

11% from 2010 to 2011.

Our female employees at Turkcell comprise

36.54% of all employees. This figure is more

than 22.6%, which is the sector average.

The average age of our employees is 33.

The main employment regions of Turkcell during

the reporting period have been Istanbul (80%),

Ankara (6%) and İzmir (4%). In addition to this,

the regional structure of Turkcell also covers

Diyarbakır, Antalya, Trabzon, Bursa, Kayseri,

Erzurum, Van, Samsun, Kocaeli, Balıkesir, Muğla

and Eskişehir. We also have employees in North

Cyprus, Ukraine and Belarus.

Employee Turnover 269 people in 2009, 324 people in 2010 and 288

people in 2011 resigned from our company for

various reasons. Our total resignation rate in

2009 and 2010 was 14% and 9.7% in 2011. 63%

of the employees, who resigned in 2009, were

male and 37% were female. By age distribution,

36% of the resigning employees were 30 years

of age or below, 63% were between 30 to 50

and 1% were over 50.

66% of the employees, who resigned in 2010,

were male and 34% were female. By age distri-

bution, 38% of the resigning employees were 30

years of age or below, 61% were between 30 to

50 and 1% were over 50.

To maximize employee satisfaction, we create

a flexible, sensitive and democratic work

environment that supports change

Our Employees

2009 2010 20110

400

800

1,200

1,600

2,000

Malefemale

Education levels (2011)

71.4%

23.3%

5%0.3%

Post Graduate Undergarduate-Vocational

High School Secondary School

1,72

8

981

1,01

1

1,13

5

1,77

8

2,01

4

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25

Workforce

Total workforce Unit 2009 2010 2011 GRI

White collar employees Number 2,709 2,789 3,149 LA1

Blue collar employees Number 0 0 0 LA1

Employees of the contractors Number - - 929 LA1

Employees by contract Unit 2009 2010 2011 GRI

Temporary/Part Time employees Number 69 93 125 LA1

The resignation rate in 2011 was 4.5%, and the

total rate of exits (including resignation, termi-

nation of job contract and military service) was

9.7%. 59% of the employees, who resigned in

2011, were male and 41% were female.

SalariesOur aim with the wage and benefit process is to

support Turkcell vision and strategies, to reward

high performance based on our employees’ com-

petences, the responsibilities they undertake,

their education and job experience, to be fair and

innovative and to consider the individual needs

of our employees.

Gender is not a determinant regarding salaries.

Male and female employees are on the same

compensation scale. The proportions of average

salaries are stated in the following table.

Employee BenefitsBenefits provided to our employees are:

• Private health insurance covering spouse and

children

• Individual Pension Plan with company contribution

• Private life insurance

• Company vehicle depending on the position

• GSM line and mobile phone

• Leave on birthday

• Kindergarten aid for female employees with

children aged 2 to 5

• Employee credit

• Transportation aid for moving between cities

for employment

The distribution of our employees during the reporting period according to their managerial levels and

gender are shown in the following graph.

2009

2 2 3 12 12 13

155 155 182

305 310 349

Female Female Female Male Male Male2010 2011 2009 2010 2011

0

500

1000

1500

950

1483 1456

1652

854937

The distribution of our employees during the reporting period according to their managerial levels

and age groups are shown in the following graph.

731 638 732

205 5 416 13100 0 10 13 13 14 1 1 1 17

445 450493

1684 1656

1793

2009 2009 2010 20112009 2010 20112010 2011<30 50> 50> 50>30-50 30-50 30-50<30 <30

0

500

1000

1500Professionals

Upper Management

Middle Management

Professionals

Middle Management

Upper Management

The proportion of average male employee salary to female employee salary

Full-time 1.07

Part-time 0.97

Upper Managers 1.03

Middle Managers 1.03

Staff 1.06

General 1.09

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The employees may design their additional bene-

fit packages every year by choosing according to

their needs from our flexible additional benefit

program called Flex Menu, which provides vari-

ous options from shopping coupons to vacation

package, from interim individual pension fund

payments to healthy life package.

Our employees and their families may produce

fast and easy solutions to their needs in their

private lives with Turkcell Assist, which both our

employees and their families may use for free.

We provide our employees with the opportunity

to invest in their future and apply a mutual cont-

ribution model with our Individual Pension Plan

covering all employees. If our employees stay in

the pension fund for 36 months, they earn the

right to obtain the contribution shares deposited

for them by our company. 56% of our employees

are included in the individual pension plan. Cont-

ribution shares paid for pension payments vary

according to the gross salary of the employee.

We pay contribution shares of 2% or 3% of our

employee’s gross salary according to seniority.

We have no employees subject to a collective

labor agreement at Turkcell. There are also no

unions. However, Turkcell employees are free to

join employee unions. We have no operations

where freedom of association and collective

bargaining may be under risk.

RewardingAt Turkcell we have reward programs to show

our appreciation to our employees, who can

make a difference with their work and present

exemplary behaviors that live up to our values.

612 Turkcell employees have been rewarded

within the context of rewarding mechanisms

we carry out with More Recognition approach,

and the material values they have contributed

to Turkcell reached 236 million USD during the

reporting period. The work and behaviors that

create a difference within the company realized

via ‘I Have a Very Good Idea’ continue to be

rewarded. We collected 868 ideas in 2011 and

shared them with business owners for evalua-

tion.

At Turkcell we have reward programs to

show our appreciation to our employees, who can make a difference

with their work and present exemplary

behaviors that live up to our values

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We also have work promoting a culture of recogniti-

on among employees. Our companies may nominate

each other according to the added value they provide

to the company with our ‘This Must Be Rewarded’

application. Nominations are evaluated by the Rewar-

ding Committee, which is comprised of employees

from different departments. The Rewarding Com-

mittee decides based upon criteria such as the Target

Group (Customer, Employee, Stakeholder) affected

by the idea and its effects on Income, Customer

Satisfaction and Corporate Image/Corporate Culture.

Employees deemed eligible for reward are presented

with their award by our upper management in an

award ceremony held every 4 months.

Also, Turkcell managers have motivation budgets

for allowing them to reward their employees

instantly. Our upper level managers may award

special prizes to our employees who display high

performance. There is also a CEO Special Award

in this context.

Turkcell Social Activity GroupThe Turkcell Social Activity Group (TSAG)

organizes various events for our employees

with the slogan ‘entertainment of work’. Trips,

tournaments, kids’ club events, competitions,

parties, surprise daytime treats and special TSAG

events are held every week. The average annual

number of events held by TSAG during the

reporting period was 500 and more than 40,000

people participated in these events, including the

families of our employees.

Our Corporate Sports Teams9 sports branches are represented in corporate

games with corporate sports teams at Turkcell.

About 150 Turkcell member athletes are suppor-

ted in basketball, cycling, bowling, football, car-

ting, ping-pong, sailing and swimming branches.

The common goal of all programs coordinated by

the Employee Participation Programs Unit is to

represent Turkcell in the best way at the tourna-

ments and events in which they participate.

Always seeking the newest and most creative

applications in the above mentioned examples of

rewarding systems, social activities and loyalty

studies, Turkcell measures the effectiveness of

all of its activities regularly.

HEAlTH AND SAfETYWe have procedures regarding employee health

and safety at Turkcell. These procedures are

complied with in order to protect our employees’

wellbeing. An office doctor is present in all of our

offices with more than 50 employees. Our shift

employees are provided with a check-up every 2

years as well as Private Health Insurance.

Employee health and safety is at the top of

Turkcell’s list of priorities. We also expect our

stakeholders with whom we conduct business to

show the same care regarding this issue. Articles

on taking necessary occupational health and sa-

fety measures and providing training are included

in the contracts we sign with our suppliers.

The Occupational Health and Safety Committee

defines the general procedures on maintaining

and improving the health and safety conditions in

the work environment as well as protective clot-

hing and equipment, and ensures the compliance

of all of our employees, including the employees

of subcontractor companies.

Risk groups related to health and safety, are

determined by the mentioned committee accor-

ding to the nature of the work conducted. The

employees in the high-risk group, whose health

reports are obtained and renewed annually, are

27

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The social, academic and professional development of

employees, as well as providing them

with information on the issues regarding

our existing or future expectations is among

our prioritiesequipped with protective equipment according to

the nature of their work. Protective equipment

use and on-the-job trainings are provided to

the employees. The employees that have to use

the protective equipment due to the nature of

their work must participate in these trainings.

Trainings are repeated when needed. A certified

work safety expert is assigned to each unit.

While there were no occupational accidents at

Turkcell in 2009, an accident with injury occurred

in 2010. In 2011, two work accidents occurred,

one of which resulted with fatality. Cause

analyses for these accidents were conducted

and maximum measures were taken in order to

prevent reoccurrence of similar incidents.

dEVELOPMENT ANd TRAINING OPPORTUNITIESThe social, academic and professional develop-

ment of employees, as well as providing them with

information on the issues regarding our existing or

future expectations is among our priorities. Invest-

ments made by Turkcell for its employees’ training

and development; bring a committed and highly

qualified employee portfolio to our company.

Turkcell AcademyAs a leading technology company, Turkcell views the

communication of the latest updated content in its

field with the most effective technological solutions

and infrastructures in development programs as a mis-

sion due to changing business conditions and dynamic

structure of the company. We constantly monitor

the performance and potential of all employees in

our ecosystem - primarily Turkcell Group and field

employees - and we develop them in parallel with the

fast changing business environment and corporate

strategies to make them “ready” for competition.

Realizing development solutions under “Custo-

mer,” “Technology” and “Leadership” categories,

Turkcell Akademi reached out to 62,066 people

included in the Turkcell Group ecosystem and

provided 1,419,745 hours of training in total and

23 hours of training per person on average.

Trainings were provided to 573 people with the

ongoing strategic collaboration between İŞKUR

and Turkcell with the vision to develop and recruit

qualified human resources for the sector. 364

people were employed at Turkcell Communication

Centers and our Call Center.

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Promoting the sharing of information within the

company and transforming personal information

and experience into corporate information, Turk-

cell Akademi supports the employees to volunteer

as trainers and with more than 700 “Academy

Trainers” and provides the opportunity to share

information. Trainings on approximately 500

topics were provided using internal resources and

provided an annual savings of 1.5 million TL.

Turkcell Academy, leader in Training TechnologiesIn parallel with Turkcell’s leading approach to

technology, we aim to apply the most appropriate

methods for individuals with platforms we develop

as an alternative to classical classroom trainings. As

one of the first companies that offered e-learning

solutions to its employees among the corporations

in Turkey, we continue to provide opportunities for

development to approximately 25,000 employees

with our Turkcell Academy e-learning platform. We

realized 78% of all of our training development

solutions with remote learning systems in 2011.

Therefore, we provided savings of 18 million USD.

Turkcell Academy, the corporate university of

Turkcell Group, supports various academic studies

and projects in various fields such as technology,

innovation, entrepreneurship, brand management,

mobile marketing, customer management, market

research and leadership. This is conducted with

various universities, which are leaders in their fields

in Turkey and the world and provides for coordi-

nation with business units through the “University

– Industry Collaborations” it carries out.

Knowing that the young generation developing

today will shape our country and technology, we

aim to provide a qualified work force to the fast

developing IT sector with the programs developed

in the light of our corporate know-how.

Programs realized with this vision include;

• Turkcell Mobile Communication and Technologies

• Turkcell Technology Software Quality and Test

• Turkcell Superonline Optical Network

• Turkcell Mobile Marketing

• Turkcell Customer Relations Management

• Turkcell Global Bilgi Call Center Services Associate

Degree Programs

• Turkcell Global Bilgi Customer Relations Develop-

ment Programs

• Turkcell Retail and Sales Development Program

Turkcell Academy reached more than 20,000 uni-

versity students in more than 50 universities in 23

cities with “Life with Turkcell” and “If You’re Young,

You’re the Future” event visits and contacted over

5,000 students through 71 university events in 2011

and shared its sector information and applications

with the young students.

The “Technology Leaders Graduate Scholarship

Program” has continued to support the develop-

ment of promising young people in technology

and develop a qualified work force for the sector

since 2007. We provide one-year scholarships to

graduate students under the direction of university

administration and select from successful students

and support their studies in the program with the

valuable contribution of the Informatics Association

of Turkey.

With the aim of providing successful young talent

with the opportunity to begin professional life one

step ahead and in the right direction, we established

Turkcell Academy PAF Program (Stepping into Pro-

fessionalism Formation). We provided internship

opportunity for 195 people in 2010 and 270 people

in 2011 within the Turkcell Group. We employed

72 of these interns in part-time positions and 18 of

them in full-time positions.

Turkcell Academy, which is the strategic develop-

ment center of the Turkcell Group, was awarded

several times in the recent years. (See Page 56,

Our Awards and Accomplishments)

Employee Development By Numbers 2009 2010 2011

Number of trainees 217,468 335,576 511,503

Total training hours 1,095,490 1,026,579 1,405,542

Proportion of internal trainers %86 %81 %81

Number of trainers at Turkcell Academy 500 + 542 710

Proportion of web based trainings %56 %71 %77

Number of training partners 100 + 200 398

Average Training Hours Man / Hrs Man / Hrs Man / Hrs

Staff 57 68 45

Manager 70 76 46

Average 59 69 71

Our Training Performance

2009 2010 2011

1,500,000

1,000,000

500,000

0

Training HoursParticipants

29

1,09

5,49

0

217,

468

335,

576

511,

503

1,02

6,57

9 1,40

5,54

2

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For Turkcell, raising awareness among its employees on human

rights and ensuring that they act with

this awareness is an important issue

PERfORMANCE MANAGEMENT Performance and Talent Management at Turkcell

is realized according to our goals for measuring the

performance and potential of our employees through

objective processes. It focuses on providing them

with regular, clear and constructive feedback and pre-

senting them with personalized development/career

opportunities, distinguishing and retaining those who

create a difference. 100% of our full time employees

are included in this process regularly.

The Performance and Talent Management Pro-

cess consisting of the following 4 steps each year

evaluate performance, behaviors and potentials

of Turkcell employees.

1. Identifying Goals

2. Interim Assessment

3. Behavior Model Assessment

4. Performance Assessment and Talent Management

30% of our employees are determined as high

potential employees within the context of our Per-

formance and Talent Management process. Since

these employees have the possibility to be assigned

as top managers in the medium and long term,

they are enrolled in the development programs of

Turkcell Academy for following up their horizontal

career movements and career developments.

HUMAN RIGHTSFor Turkcell, raising awareness among its emp-

loyees on human rights and ensuring that they

act with this awareness is an important issue. A

training manual including our human rights app-

roach was presented to our employees with the

TODIEK (Turkcell Common Values and Ethical

Principles) in 2010.

Our new employees are also informed on the

ethics processes and channels in orientation

trainings. 1,326 employees participated in and

successfully completed these trainings during

the reporting period.

No incidents of discrimination have been reported

in our company until today. However, there are

communication channels in place where our emplo-

yees may report any potential violations. Our ethics

processes will be applied within the framework

of rules and procedures in order to evaluate the

subject in detail, in cases where an incident occurs.

Employees are recruited according to the

provisions of Turkish Republic Labor Law. People

under 18 years of age cannot work at Turkcell;

therefore none of our operations bear significant

risk of child labor.

Freedom of communication is listed among the

basic human rights in the European Convention

on Human Rights and Constitution of Turkish Re-

public. Therefore, the communication activities

carried out by our company are a public service

carried out for fulfilling basic human rights. We

place the importance of this service we provide

at the top level and we continue our work for

providing quality communication.

We participate in the work carried out under the

leadership of BTK (Information Technologies and

Communication Council) for the accurate infor-

ming of the public on health issues. We conduct

briefings with non-governmental organizations,

local authorities and participate in conferences

on this subject. We also participate in meetings

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in the ‘Health’ sub-commission of the GSM Asso-

ciation as a member and follow up on the work of

international organizations on this issue.

COMMUNICATION WITH OUR EMPlOYEESThe Employee Relations Management department,

where the main functions of Human Resources are

located, is placed under the Turkcell Business Sup-

port Function. Basic functions such as recruitment,

employee operations and human resources planning

are located under the roof of this department

and which is stemmed from the CRM approach.

The needs of the employees are determined and

solutions are provided through supporting groups

via an internal customer management team, which

maintains close contact with our employees in the

field, and consults and guides the employees at

various points from recruitment to resignation.

Necessary information for effective internal

communications at Turkcell is specified in

Corporate Internal Meetings and Organizations

Procedures, Corporate Internal Announcement

Regulation and Intranet Content Management

Regulations. There are top-down, bottom-up and

horizontal communication channels.

Two types of internal information processes are

carried out at Turkcell:

• The announcements that may directly affect

the work the employees carry out, and

• Informative announcements that do not directly

affect the work employees carry out.

We use our information channels such as e-mail,

Habercell, SMS, Tuesday Market, LCD and Intracell

for all information to be announced at Turkcell.

The previous year is evaluated in functional

group based Communication Meetings held each

year and the goals for the new-year are shared

with the related group. Besides these meetings

held regularly for the last three years, we also

have INFODAY Communication Meetings with

the participation of all Group Companies. An in-

house survey is run at the end of each meeting.

Employee loyalty SurveyAs well as numerous work we carry out with our

investment in people approach, the various internal

communication tools and applications mentioned

above are also used for communicating the value we

attach to our employees and to increase their loyalty

to the company.

Turkcell employees share their feedback on the com-

pany applications and operations through Employee

Loyalty Surveys. After the survey, work groups are

formed on the development areas and they carry out

improvement work.

Our average loyalty rate during the reporting period

according to the results of the employee loyalty

survey is 81%.

Our Communication Channels

We ensure that the right unit delivers information

and business announcements to all Turkcell emplo-

yees via the right instrument and at the right time.

Intracell: This is an intranet portal only open to

Turkcell, where all announcements and publications

about work are located. Intracell is visited 250,000

times monthly on average.

Habercell: This is the weekly electronic magazine

and is distributed to all group companies. All internal

and external news and novelties related to the

company are published in Habercell. Our online

weekly internal communication magazine includes

news about the sector, features about our business

from inside and outside of Turkcell and news about

any subject independent of business. Our online

magazines, where volunteer authors among our emp-

loyees share their columns every week, are visited by

approximately 2,000 different employees throughout

all Turkcell Group Companies every week.

Tuesday Market: A new project, technology-re-

lated subjects are shared each month at our face-

to-face communication platform, Tuesday Market.

Well-known speakers from outside the company are

invited to the programs organized under the name

Tuesday Market Special.

Pikcell: Pikcell is the common video-sharing portal

of all Turkcell Group Companies where all events at

Turkcell, (Quarterly Presentations, Tuesday Market,

Trainings, Social Activities etc.), may be viewed live

or as recordings by all our employees.

LCD Boards: All announcements and launches at

the company, current local and global news, and our

new advertisements reach our employees with the

LCD Boards located in all plazas.

Desktop Alert (Pop up): This application, installed

on the computers of all Turkcell employees, includes

a warning bubble that pops up on the screen of the

message receiver along with directions.

Quarterly Presentations: Turkcell top managers

and management team convene meetings where

our quarterly results are shared with all employees.

While a live broadcast is made to all our plazas

in Turkey from these presentations via Turkcell

Multimedia (Pikcell), online Q/A sessions are also

held with our managers.

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Turkcell, as a leading technology and

telecommunications company, continues its

work to contribute to the economic growth

of our country and to fulfill its duties in

reducing poverty

OUR SOCIAL INVESTMENTS

Turkcell supports various initiatives from

education to technology, from culture & arts to

sports, which it believes to create value for our

society. Turkcell’s aim behind these supports is

to contribute to the development of qualified

human resources in our country.

Its responsibility for our key stakeholders con-

sisting of shareholders, employees, customers,

dealers, non-governmental organizations,

universities and the media lies at the heart of

Turkcell’s social responsibility approach. We

reflect the expectations of our stakeholders in all

our business processes and also determine the

social projects we support as a result of these

expectations.

OUR EMPlOYMENT APPlICATIONSTurkcell, as a leading technology and telecom-

munications company, continues its work to

contribute to the economic growth of our country

and to fulfill its duties in reducing poverty. Parallel

to the development of retail and call center sec-

tors in Turkey, the need for technology-educated

workforce that is specialized in communication,

marketing, sales and customer-oriented service

increases every day.

We a developed collaboration with the T.R.

Ministry of Labor and Social Security and

İŞKUR General Directorate under the leadership

of Turkcell Academy in order to introduce a

qualified workforce to the sectors and to provide

employment. In this context, we prepared the

“Turkcell Retail Sales Development Program”

and “Customer Relations Development Program”

gathering the human resources power of İŞKUR

throughout Turkey and the academic information

of universities with the corporate know-how

of Turkcell Group and the expertise of Turkcell

Academy. First theoretical classroom trainings

given by Aegean University, Erzurum Atatürk

University and Turkcell Academy and afterwards

applied trainings at Turkcell dealers and web-

based in call centers continue.

Within the context of our strategic collaboration

with İŞKUR since 2010, 2,173 people were provided

with trainings and 474 people were employed at

Turkcell Communication Centers and the Call Center

Global Bilgi Call Center Established as a 100% Turkcell subsidiary in

1999, Global Bilgi Call Center has now become

the leading customer relations management

center with a 45% market share. Turkcell Global

Bilgi employs a total of 9,000 people, 620 of

which are abroad. Our Call Center employees are

employed both part time and full time.

Full time customer representative staffs are

selected among part time staff from successful

people with similar metrics such as performance

and seniority. Type of employment may vary

between full time and part time for customer

representatives. Our specialist and managers are

full time staff.

Turkcell provided 2,000 young people with full

time employment in 2009 in İzmir, Erzurum and

Diyarbakır in addition to İstanbul and added

Anatolian cities including Ankara, Trabzon,

Karaman and Artvin, cities with the highest rate

of unemployment, in 2011. We employ a total of

3,274 young people in these cities.

Turkcell also paid particular attention to emp-

loying disabled people. Turkcell employed 500

disabled people across the group companies. A

majority of our handicapped employees (200 pe-

ople), are working at Turkcell Global Information

Call Centers located throughout Turkey. Out of

100 employees that work in our Turkcell Global

Information Karaman Call Center, 50% are han-

dicapped citizens. Also, within the project we are

conducting with the Ministry of Transportation

we employ 7 people who provide services from

their homes in Diyarbakır, İzmir and İstanbul.

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Impact on Regional Economic Growth: Turkcell Global Bilgi Erzurum Call CenterEstablished as one of the greatest technology

investments in the east of Turkey 5 years ago by

Turkcell as part of an “explorer entrepreneur”

approach, the Turkcell Global Bilgi Erzurum Call

Center has made important contributions to the

economic and social development of the region.

Turkcell’s impact on Erzurum’s economy was the

subject of research in the “Turkcell Global Bilgi

Erzurum Call Center: Economic Impact Assess-

ment Study” conducted by the Turkish Economy

Policies Research Foundation in 2011. According

to results Turkcell, which provided an important

source of employment to the city through its 40

million TL investment, played a great role in cre-

ating an economy of 309 million TL in Erzurum

within 5 years by triggering the production and

consumption of the city with a multiplier effect.

leader in female EmploymentCreating a great difference in the economic and

social life of the city through the employment of

over 1,000 people, our private sector investment

provided important contributions, primarily for

women, to participate in the business life. In Er-

zurum, where female employment is low and the

“black economy” is high, it was determined that

the number of women working at the Turkcell

Global Bilgi Call Center reached 46%, and this

job is the first job for 55% of the female emplo-

yees. The results showed that 33% of the emplo-

yees would search for a job in another city if they

weren’t recruited. Considering these results, it

was observed that the call center investment had

an important role in reversing the brain drain so

common in areas such as this.

Increasing the Spending Potential of the CityIt was also observed that Turkcell’s share in the

17.9 million TL total income taxes accrued in

Erzurum is 6% and provided important contribu-

tions to the government budget. Also increasing

the spending potential of the city with the

employment it creates, Turkcell increased the use

of credit cards and accelerated the establishment

of a shopping mall, also acting as a pioneer for

other call centers entering the region afterward.

33

Turkcell, which provided an important source of employment in Erzurum through its 40 million TL investment, played a great role in creating an economy of 309 million TL within 5 years by triggering the production and consumption of the city with a multiplier effect

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OUR SOCIAl INClUSION APPlICATIONS Turkcell conducts and supports social responsibility

projects in the areas of education, sports and

employment for the development and future of

youth, the impacts of which are measurable and

also spread over time.

EducationKnowing that a sustainable future depends on a

well-educated younger generation brought up with

environmental and social awareness and high self-

esteem, Turkcell’s corporate responsibility works

are carried out primarily in the context of spreading

education. The goals of empowering the local public

and women are also the focus of our educational

support projects.

SnowdropsThe “Snowdrops” Project, carried out in a collabo-

ration between Turkcell and the Association in Sup-

port of Contemporary Life (CYDD), aims to provide

equal opportunity for girls who cannot continue

their education due to the economic difficulties of

their families, and to turn them into individuals with

professions and wide horizons. In 2000, the Snowd-

rops Project started out by providing educational

scholarships to 5,000 female students showing the

will and determination for education throughout

Turkey. Turkcell extended the project scope in 2007

and raised the number of scholarships provided

each year to 10,000.

Including 2011, within the scope of the project,

approximately:

• ➢27,500 students were provided with Turkcell

scholarships,

• 11,000 Snowdrops graduated from high school,

• 3,500 Snowdrops started college,

➢• 1,250 Snowdrops graduated from college.

The Snowdrops Project creates important value

in our country’s development, not only with its

support for the empowerment of Turkish women,

but also its support to reduce poverty and increase

education.

34

The Snowdrops Project supports the

empowerment of Turkish women and

creates important value in our country’s

economic development

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At 2011 World Communication Awards, Snowdrops is nominated as the ‘Best in Social Contribution’ among telecommunications companies of the world

A sententious award from london to The Snowdrops of Turkcell

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36

Bridge of HeartsInitiated in 2008 through a collaboration between

Turkcell and the Ministry of National Educati-

on, Bridge of Hearts Project aims to create the

opportunity for financially disadvantaged children

throughout Turkey to meet with their peers in a

city other than the city they live in, allowing them

to explore the natural and cultural beauties of our

country and participate in events that will contribute

to their social development as well as providing

them with experiences and friendships they will

never forget. 140,000 students have had the chance

to participate in the Bridge of Hearts project, 40,000

of which were during the reporting period.

Turkcell Graduate Scholarship Program Turkcell established the Turkcell Graduate Scholars-

hip Program in 2008 with the aim of introducing a

qualified workforce to the communications/tech-

nology industry, and supporting the development

of promising young people in technology with the

vision to introduce new ideas to the industry. Initi-

ated as a pilot program in a certain number of state

universities, today this program includes graduate

and doctoral students from all over Turkey.

In the program, established in collaboration with

the Turkish Informatics Association, the scholars are

determined by the Turkcell Scholarship Committee’s

assessment of the projects of graduate and doc-

toral students suggested to Turkcell by university

administrations. Turkcell Group Companies develop

joint projects with these young scholars within

their focus areas. With scholarships granted to 70

young people enrolled in graduate and doctoral

140,000 students from all around Turkey, had the chance to participate in the Bridge of Hearts

project

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37

programs, coordination of these young people with

Turkcell business units is provided, making available

necessary opportunities for transforming academic

studies to business at the same.

SportsAs Turkcell, we carry out support for both

individual athletes and national sports teams

within the framework of our social responsibi-

lity approach, in order to contribute to Turkish

sports, support the development of young

athletes and carry their success to the future via

sponsorships.

Runners to the futureThe aim of the Runners To The Future project,

carried out by Turkcell in collaboration with the

Directorate General of Sports, is to support the

development of young athletes who will carry

Turkish sports further in Tennis, Swimming, We-

ight Lifting, Athletics, Skiing and for the Visually

Impaired Cycling branches and successfully rep-

resent our country abroad. Supports provided to

athletes include everything from health controls

to material support, camp opportunities to pre-

mium support, and a performance improvement

center to trainer support.

‘Runners To The Future’ supports the athletes

who may act as role models for young athletes

with their success and tenacity. We supported

more than 150 athletes during the reporting

period, including the national athletes in interna-

tional competitions such as Marsel İlhan, Çağla

Büyükakçay, Merve Aydın, Ayşegül Çoban and

Ediz Yıldırımer.

Turkcell extended the scope of the Runners

To The Future project to the national team,

sponsoring 6 branches in collaboration with the

federations in 2011.

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TURKCELL 2011 SUSTAINABILITY REPORT

38

Basketball National Teams Main SponsorWe continue the support we provide to our National

Basketball Team who provide courage and inspiration

to young generations with their important achieve-

ments. Our sponsorship began in 2002 as Official

Communication Sponsor and as Main Sponsor in

2006. We extended our support as the Main Sponsor

to our national athletes until 2015 by sponsoring the

FIBA 2010 World Basketball Championship held in

Turkey, where our Basketball National Team achieved

great success, being the 2nd best in the world. We

sent the breaking news and footage from the games

to the mobile phones of Turkcell customers instantly

during the championship with our innovative services.

We built the communication infrastructure needed by

press members from all over the world and provided

all communication via 3G in the sports centers where

the games were played.

football National Teams Main SponsorWe know the value of all successes of the National

Team for our society and their importance for our

country’s international prestige. Therefore, we

continue to support the Turkish National Team. The

National Team Sponsorship of Turkcell, which is the

Main Sponsor of Football National Teams and the

Turkish Football Federation, started in 2002 as the

Official Communication Sponsor. The three-year

Official Communication Sponsorship support was

extended to Main Sponsor of National Teams in

2005. We continued to support our team during the

reporting period.

VOLUNTEERINGEstablished in 2003 by Turkcell employees,

Turkcell Volunteers supported many projects

with only the material and moral contributions of

Turkcell employees. Turkcell Volunteers became a

foundation in 2008 and, since then, they continue

their activities as the Forest of Life Foundation.

Focusing only on children in the recent two

years, including the reporting period, Turkcell

Volunteers realize projects for curious, participa-

tory, environmentalist children who have strong

communication skills and a sense of inquiry.

Within the context of the Turkcell Volunteers

program, the needs of the schools suggested by

our employees or through various channels are

determined with face-to-face interviews and rese-

arch and they are supplied with necessary items.

Turkcell Volunteers have initiated many pro-

jects, which touched the lives of many children,

such as “Would You Share Your Toy?” “Let’s

Warm up the Yukarı Tandır Village,” “My First

Vacation,” “A Book for Each Kid,” “We Give

Life to Şırnak Fatih Elementary School,” “Urfa

Siverek Kapıkaya Elementary School Social

Area Furnishing” and “Curiosity Room.”

Turkcell supports both individual athletes and national sports teams

to contribute to Turkish sports, to enhance the development of young

athletes and to carry their success to the

future via sponsorships

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39

Turkcell Volunteers in 2009• We established a Laboratory at Kağıthane

Hasdal Elementary School where they will take

their first steps into science and a Conference

Hall, in which they can present their perfor-

mances.

• At the Urfa Siverek Kapıkaya Elementary Scho-

ol we built a playground, a basketball court, a

football field and presented the students with

gifts of clothing, stationary and toys.

• We started the Curiosity Room Project at Tak-

sim Elementary School and Turkcell volunteers

organized discussions on photographs, space

and discoveries.

Turkcell Volunteers in 2010• We presented 13,000 items of second hand

clothing, books and various stationery

products in good condition, collected in 81

cities with the help of Turkcell Individual Sales

Management and Mass Distribution Centers to

students of 7 schools in 7 cities.

• We carried our Curiosity Room Project that

we started at Taksim Elementary School to

Tepebaşı Plaza and hosted students from areas

with low socio-economic development.

• We developed the Curiosity Library projects

inspired by the Curiosity Room. We built co-

lorful and rich libraries in 24 schools without

libraries in 16 cities for 14,831 students.

• Our employees asked, Would You Share Your

Toy? And we shared 12,000 new or second hand

toys with children who had never had toys in our

sister schools.

Turkcell Volunteers in 2011• We continued the Curiosity Room project we

carried to Tepebaşı Plaza and hosted approxi-

mately 1,000 students from the schools in low

socio-economic neighborhoods.

• We began granting scholarships to 25 successful

students who were unable to continue with their

education in Sister Schools.

• We carried the Curiosity Library project we

started in 2010 to 17,000 students in 20 cities

and 28 schools.

• We furnished the sports hall and playground of

Tokat Harun Yüksel Primary School.

• We built a science laboratory and conference

hall at Gebze Mimar Sinan Primary School.

• We carried the needed materials collected from

our employees and their families three days after

the Van Earthquake to the region with 4 tractor

trailers, we distributed the necessary materials

for shelter to those in need by visiting villages.

• We provided stationery materials and shoes for

cold weather to Akören Elementary School stu-

dents, as well as the toys and clothes collected

from the employees with the slogan, Let’s Warm

up Kars Akören Village.

Curiosity Room

The Curiosity Room project started by Turkcell

Volunteers in 2009 was born from the concept

of Curiosity. In the first stage of the project,

initiated in order to teach children to be

curious and to examine, a Curiosity Room was

installed at Taksim Elementary School.

Turkcell Volunteers held chat sessions once a

week on subjects students are curious about.

In order to provide for healthy execution and

quick development of the project, the Curio-

sity Room was moved to the Turkcell building

in 2010. Thus, children from different schools

and orphanages can visit the Curiosity Room

and more Turkcell Volunteers can participate

in the project.

Fun and interactive presentations are held in

subjects such as Life in Space, Lego World,

Photography, Environment, Social Media,

Discoveries, Our Body, Bees, and Cartoon

Production etc. in the Curiosity Room. 20

students that participate in each session

are selected especially from the elementary

schools in regions of low socio-economic

development.

As well as the work carried out at our Curi-

osity Rooms, we also installed 28 libraries in

different regions in addition to clothing and

stationery supplies.

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OUR ECONOMIC PERfORMANCE

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TURKCELL 2011 SUSTAINABILITY REPORT

OUR ECONOMIC PERfORMANCE

SUSTAINABlE GROWTH

A balanced and sustainable approach to growth

increases value in the new world economy. Subjects

such as quality, development of products and

services according to changing expectations and de-

velopments, speed, efficiency, accurate and correct

use of resources, asset management, responsible

investment, a common quality and value approach

in the supply chain, customer satisfaction, employee

wellbeing and satisfaction rank at the top of the list

of main elements that may ensure the sustainability

of a company.

At Turkcell, we define our approach to sustainable

growth as operational excellence and create our

vision for the future with this approach. We focus

on these areas with an endless desire and continue

our work to create sources for responsible growth.

The Economic Value Created and distributedWe are aware of the path to sustainable growth

with the value we create for our key stakeholders

during or as a result of our activities. Distribution

of the economic value we created for stakeholders

is illustrated in the following graph.

At Turkcell, we define our approach to

sustainable growth as operational excellence

and create our vision for the future with this

approach

80%

12%

7%1%

Economic Value distributed to Our Stakeholders

Government

financial Institutions

Employees

Suppliers

Economic Value Created & distributed Unit 2009 2010 2011 GRI

Economic value generated (Net sales) Million TRY 8,936.4 9,003.6 9,371.4 EC1

Economic Value distributed to Stakeholders

Operating expenses (Cost of Goods Sold excluding amortization and personnel expenses, sales, marketing and general management expenses)

Million TRY -5,321.2 -5,301.1 -5,587.4 EC1

Benefit to governments (tax etc) Million TRY -529.1 -483.6 -495.6 EC1

Benefit to lenders/creditors (interest etc) Million TRY 223.8 264.0 40.0 EC1

Benefit to employees (salaries etc) Million TRY -636.7 -754.2 -856.8 EC1

The numbers in the table are Turkcell Group’s consolidated data.

Contribution to Entrepreneurship

The M.I.T. Enterprise Forum, which has been estab-

lished to develop enterprise under the leadership of

one of the world’s most respected universities, the

Massachusetts Institute of Technology, has been

brought to life in Turkey as the second country in

Europe with the collaboration of Turkcell. Turkcell,

as one of the shareholders in the Global Enterprise

Week celebrated every November in over 100

countries, undertook the main sponsorship of this

year’s Global Enterprise Forum, where this year

over 1,500 entrepreneurs discussed many topics

from ideas to financing. Providing support for the

project, which will achieve added value by investing

in qualified human resources and cutting edge ideas

in Turkey, forms an important part of our social

responsibility vision. In line with a similar vision, we

support good ideas with the “Enterprise Factory”

which we launched with the cooperation of Özyeğin

University and Turkcell. With this cooperation, we

are continuing our support in this field by turning

innovative ideas into sustainable working models

that add value to the community.

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43

OUR CUSTOMERSTurkcell aims to increase customer satisfaction and

loyalty with the processes it undertakes and the

projects it conducts. Both organizational structure

and the activities being carried out (customer sa-

tisfaction surveys, product/service and campaigns

etc.) provide for understanding and achievement of

this goal by employees.

We conduct customer satisfaction surveys annually

in order to regularly monitor the satisfaction of our

customers with our products and services and to

improve our company. We apply the surveys carried

out by specialists and competent research companies

through sampling for our customers and take the

necessary actions as a result of the related analyses.

In addition, we also follow a monthly index calculated

by subtracting the rate of our customers who would

not advice Turkcell to their friends from the rate of

those who would, through the Net Promoter Score.

Individual Sales Management in Customer SatisfactionThe Individual Sales Management teams also have

important responsibilities for customer satisfaction

in products and services provided to our customers

via face-to-face communication channels. Providing

channel management and inspection for the pre-

sentation of products and services that reach our

customers at the same standards and quality at all

points is among the duties of these teams. All busi-

ness processes managed at Turkcell Sales Functions

were re-organized considering the improvement

suggestions in 2010.

Customer Complaint ManagementAs the leading communications technology company

in Turkey, Turkcell undertakes to solve the customer

complaints in a clear, transparent, quick, reliable and

customer-oriented manner. We provide consistency

between Turkcell solution channels and manage

the complaints in accordance with our approach to

provide quality products and services. The related

units review each complaint in an objective, rigorous

and careful manner and present their suggestions

for solution. The Management Process of Turkcell

Customer Complaints and the Turkcell Customer

Satisfaction Policy are included on our website.

Our customers may send their complaints to Turkcell

via call center, video call center, website, mail, fax and

social media applications. Our customers may also

send their complaints to our company via independent

complaint websites or legal authorities. Complaints

sent to independent complaint websites are followed

simultaneously by the customer solution center

and solutions are suggested accordingly. Corporate

customers may also send their complaints via Sales

Managers. A follow-up number is assigned to the

complaints coming from the call center and website

after the complaint is sent and this number is provided

to the customers. Our customers may monitor the

progress of their complaint via the call center with

this complaint number. 80% of the complaints are

resolved within 24 hours. Also, our customers are in-

formed via SMS of the status of their complaint within

at least 24 hours. When detailed review is necessary

according to the type and subject of complaint, subs-

cription documents and other related information and

documents are reviewed by units such as commercial

units, finance and legal units and the problem is solved

and then the customer is informed.

7th Sense Customer Estimation CenterThe aim of 7th Sense Customer Estimation Center

established in 2010 is to get our customers and emp-

loyees together and to determine what our customers

don’t tell us as well as what they do tell us. Think alo-

ud and eye-tracking methods are used in the center.

Eye tracking detects what our customers are looking

at. The points where our customer has difficulties in

product and service use, and the elements that attract

their attention in advertisements are detected using

this method. In the think aloud method, customers are

given some tasks related to some products and servi-

ces and they are asked to articulate their experiences

while fulfilling these. During the think aloud process,

the device they use records customers’ behaviors

and statements. We also plan to use neurological

measurement tools in the future.

Zero Tolerance Approach Regarding Information Security

All personal information belonging to Turkcell subscribers is recorded and secured in accordan-ce with the laws and regulations of the Republic of Turkey. The related units regularly review ac-cess authorities to critical information within the company and authority updates are carried out with care. The related departments do the legally required storage of records of the operations carried out at Turkcell (agreements, reports etc.), taking necessary physical and rational security measures.

In our company, which has held the ISO 27001 certificate since 2008, we provide classroom training and information via electronic environ-ments (e-learning, mobile learning, LCD panel and HaberCell information etc.) in recruitment orientation in order to support the training and awareness level of our employees concerning information security issues.

We have communicated the Zero Tolerance in Information Security approach to our emp-loyees via various in-house channels within the context of Information Security Training and Awareness studies in 2010-2011. The important facts about the security of personal information of our customers are stated on the Turkcell Corporate website.

All personal information belonging to Turkcell subscribers is saved and secured in accordance with the laws and regulations of the Republic of Turkey

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44 Competence in ServiceThe Competence in Service era started at

Turkcell Communication Centers (TCC) during

the reporting period. Investments of 125 Million

TL were made in the renewal of approximately

1,000 TCCs and they were transformed to

expert communication technologies stores in

order to make our customers’ lives easier.

In 2010, it was decided to carry the Turkcell

Extra service given from 400 points within the

context of the TCC project to 1,000 points and a

training program, including classroom, on-the-

job and remote learning that lasted about one

month to 1,245 new employees. In addition to

classroom trainings, a total training of 302,111

man/hours was provided to TCC employees

in 2011 using remote access systems such as

e-learning and virtual classroom trainings.

Innovations that create added value in service

quality such as the phone book backup device

and fast charging machines provided only by

Turkcell among the operators in Turkey were

implemented at TCCs, where 7,000 competent

employees work according to a service and

experience oriented approach.

In order to provide standardization of product

availability, supply facility and merchandising

application at Turkcell Sales Points (TSP)

throughout Turkey, the number of Turkcell

Distribution Centers (TDC) increased to 48 and

the number of Turkcell Sales Points increased to

approximately 16,000 as of the end of 2011 and

improvements were made.

We serve our pre-paid customers from over

92,000 points such as digital channels, ATM,

POS, kiosk, call center, Internet, WAP, retail

chains, SMS, digital televisions and serve all

our other customers at 25,084 points such as

www.turkcell.com.tr, providing the conveni-

ence of depositing TL at any time to any line,

Turkcell kiosks, 3rd party call centers, Internet

branches of contracted banks, ATMs and call

centers.

Turkcell Mobile TrainingWith this platform that our corporate cus-

tomers may use over the Internet without

the need for infrastructure investment, the

corporations can;

• Prepare trainings, exams or surveys consisting

of video, photo and sound files they gather,

• Choose one of the package trainings on the

platform and register their employees,

• Follow their training status any time.

All companies with mobile employees, which

have a dealer network or an ever-changing pro-

duct and service portfolio may benefit from this

service to increase their efficiency and to gain

an advantage on the competition through their

employees with updated information. More

efficient improvements may be provided via

collaboration with companies in the education

sector on the Mobile Training platform.

TURKCELL 2011 SUSTAINABILITY REPORT

In addition to classroom trainings,

a total training of 302,111 man/hours is provided to TCC employees in 2011

using remote access systems such as

e-learning, virtual classroom trainings

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45

OUR BUSINESS PARTNERS

Turkcell Partner Program The Turkcell Partner Program is an important

instrument that will provide for focusing mobile

business ideas and projects on clearly specified

goals and for reaching the wider public. The

program, which is a well-established and effecti-

ve business ecosystem of Turkey with hundreds

of business partners, integrates the companies

with partnership potential into the ecosystem

by establishing special business models for

business areas with development programs while

contributing to the development of our business

partners with support programs.

Value Added Services (VAS) started to produce

outcomes approximately 10 years ago in the

individual services (B2C) main category. Today,

their business capacity is much broader, including

corporate services (B2B) and operator services

(B2O) segments as well as vertical business fi-

elds such as Mobile Payment, Mobile Marketing,

Mobile Health and Mobile Information.

The Turkcell Partner Portal serves not only those

who have established or desire to establish busi-

nesses, but also individuals with an idea and who

desire to specialize in the sector. The visitors

can follow the innovations in technology thanks

to often-updated rich content and also develop

software using Turkcell Wiki and Turkcell Inter-

net service (API).

New trends in all these business areas and new

Turkcell abilities are shared with our partners

within the context of the Turkcell Partner

Program. Therefore, it is designed to establish

applications that will quickly react to the chan-

ging world and market conditions and create a

difference.

Turkcell Partner Portal – turkcellpartner.comThe meeting point of everyone who has a busi-

ness idea and project and who wants to conduct

business with Turkcell, Turkcellpartner.com, is

the first address where prospective business

partners are recorded. It is also an important pro-

motion channel for the companies accepted as

business partners. Our customers who would like

to explore the value added products and services

of Turkcell in different business areas are able to

reach Turkcell’s business partners via the portal.

Our Business Partners are able to communicate

their success stories related to their products and

services directly via the Turkcell Partner Blog.

Our private blog for Turkcell Business Partners

contains articles on entrepreneurship and

innovation, the latest news from the sector and

our business partners, and the latest advances in

technology.

The Turkcell Partner Program Most Successful

Product and Service Awards is one of the major

benefits of the program for promotion and

motivation of our business partners. The awards

are awarded in different categories in order to

support the developments in the sector, deter-

mining and awarding the best business partners

every year.

Our Turkcell Partner Satisfaction Assessment

Survey is online at our website. The result of

the satisfaction survey that covers all of our

Business Partners in 2011 was 4.1 over 5.

TelemetryCompanies and users are able to remotely

access and intervene in their field information

with a technology called telemetry. For examp-

le, in areas like agriculture and breeding, mobile

communication contributes to the cultivation of

healthier products and offers the opportunity

for more efficient and environmentally sensitive

applications. Necessary measures may be taken

by foreseeing the changes that occur in the

agriculture industry and greenhouse conditi-

ons. Thus, thousands of tons of product are

saved and important amount of revenue loss is

prevented.

Turkcell Business Partnership Ecosystem

Always on the run for innovation, believing in

change and diversity and valuing people, Turkcell

is a company growing with its own ecosystem.

The focus of this ecosystem is new ideas,

innovation, business partners and entrepreneurs.

Training programs, seminars and various events

are organized for developing this ecosystem. The

material benefits of these development works

that have been initiated, especially with the iPho-

ne, have reached a notable level. The lives of our

customers are enriched with colorful applications

while the competence of our software developers

increases through these works.

Software developer companies are always regar-

ded as potential business partners in the Turkcell

Business Partnership Ecosystem. Turkcell worked

with the leading Non-Governmental Organiza-

tions of the software and IT sector such as the

Software Industrialists’ Association (YASAD),

Informatics Industry Association (TUBISAD), Mo-

bile Service Provider Businessmen’s Association

(MOBILSAD) and Association of the Information

and Software Work Owners (BIYESAM) at

Turkcell Meets Software Developers event held in

2010. At these events, where intensive professio-

nal network relations are established and new op-

portunities for collaboration may be nurtured, the

member software companies have shared their

vision concerning the Turkcell Business Partners-

hip Ecosystem and Turkcell value added services.

While more than 120 companies participated in

the event, the BTK (Information Technologies and

Communication Council) Chairman participated

via videoconference and showed their considera-

tion and support on the subject.

Software developers are provided with the

opportunity to commercialize their ideas as well

as training and consultancy with the software de-

velopers support events held in order to develop

new mobile applications and services.

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46Similarly, we help the health sector by increasing

the efficiency of entities and planned use of our

country’s equity in areas such as temperature-

moisture control of vaccine storage, automation

and central management of system rooms and

remote management of electricity, water and

gas counters with telemetry projects. Business

partners are primarily requested to develop shelf

products packaged for certain needs in the area

of telemetry.

Detailed information on the Turkcell services

used frequently by our Business Partners in pro-

duct development can be found on the Turkcell

wiki page.

http://lab.turkcellpartner.com/wiki/dashboard.action

OUR SOlUTION PARTNERSTurkcell aims to build long-term collaboration

with all its business partners in direction of

mutual gain and development principles. In

addition to this, it aims to communicate the

latest updated content in its field with the most

effective technological solutions and infrastruc-

tures in development programs due to changing

business conditions. Increasing corporate

performance and achieving customer satisfaction

can only be possible with effective management

of our business partners and development of the

training sector.

Strategic collaborations established with domestic

and international educational organizations, con-

sulting companies, universities, non-governmental

organizations and public institutions for this

purpose are very important. Turkcell is the only

GSM operator to participate in the Business

Partners Program of IMD (International Institute

of Management Development) from Turkey. Our

company has the ability to follow the latest deve-

lopments in the telecommunications sector thanks

to the Gartner system, which provides for access

to market research and analyses.

Turkcell is also a corporate business partner

of the Corporate University Exchange, one of

the leading corporations providing consultancy

services for universities in the US, and Harvard

Business School Publishing, with the rich content

and leading solutions it provides.

The other new solutions, new technologies and

details of the collaborative programs we have

developed for this purpose are located on our

corporate website.

Relations with the Software World

The demand for mobile applications is increasing globally with the spread of smart phones. A rich mobile application world suitable for various ne-eds and lifestyles has begun to take over our lives. While it gets easier to develop applications that run on various operation systems such as Java, Symbian, Windows Mobile, iPhone and Android, the number of software developers interested in this field and the diversity of these open sources increases day by day. Especially the mobile Internet speed that increased with 3G will pave the way for these applications and accelerate the development of this market. Turkcell plans its in-vestments in accordance with the importance and potential of this area. Using the existing sources located in the Turkcell ecosystem in application development is among these plans.

Applications Contest

An Applications Contest was developed in order to increase the number of mobile applications de-veloped in Turkey, introduce new players to the Turkcell ecosystem and encourage entreprene-urship. Colorful and creative ideas are submitted to the Applications Contest, the most compre-hensive mobile application contest in Turkey. Talented entrepreneurs who win the contest are awarded the opportunity to share their applica-tions with millions via the Turkcell Applications Platform as well as monetary awards.

TURKCELL 2011 SUSTAINABILITY REPORT

Turkcell aims to build long-term

collaboration with all its business partners

in direction of mutual gain and development

principles

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47

OUR SUPPlIERSAs well as always providing the best quality service

in accordance with ever-developing and changing

global conditions, Turkcell also plans and continues

its activities within the framework of social respon-

sibility and respect for customer, supplier and emp-

loyee rights. According to our mutual responsibility

strategy, we expect our suppliers to act according

to the same awareness by developing their own

social and ecological environment and being aware

of their responsibilities.

Suppliers who hold quality management and

information security management certificates

and work with a responsible approach which

displays environmental sensitivity are selected

by accepting proposals under equal conditions

and/or through a tender method considering the

technical and commercial criteria.

Our suppliers are also evaluated under the follo-

wing categories according to the related business

fields during selection:

• Quality and information security management

• Environmental and ecological compliance

• Social responsibility performance

Turkcell constantly monitors and evaluates the

performance of the suppliers it accepts as busi-

ness partners. Turkcell when needed supports

development of the company.

Responsible Business Conduct of Our SuppliersIt is important that Turkcell suppliers comply with

Turkcell Ethics Principles. The “Ethical Rules and

Legal Obligations” are detailed in the Framework

Agreement as well as the Turkcell Ethics Principles

Guide. Turkcell also expects its suppliers to respect

the rights of their own employees. Working hours

within legal limits, prevention of discrimination

among employees, and presenting a healthy and

secure work environment to employees is among

the articles of our contracts. Also, the companies

we work with must be able to prove that they fully

comply with all legal regulations on environmen-

tal protection in all activities according to their

business fields.

OUR TECHNOLOGICAL INVESTMENTS AND SOlUTIONSTurkcell aims to make the lives of its customers easier

with the products and services it presents and to inc-

rease the quality of the communication service with

economical and simple solutions. The most important

focus point for sustainability of the Turkcell brand

in the sector is to increase the quality of service it

provides with new technologies. Also, providing our

customers with the opportunity to make better use

of their time and conduct their business in a shorter

time by benefiting from the new technologies is

among the primary missions of the company. The

development and presentation of new technolo-

gies, which are among the core activities directed

towards sustainability for Turkcell, shall continue in

the future as during the reporting period

We Connected a 3G Base Station to the Network via SatelliteWe connected a 3G base station to the network via

satellite using the 3G services over satellite con-

nection, which is a first in the world among 2G/3G

operators and iDirect VSAT systems. We introduced

the 3G speeds we tried in population areas with our

customers everywhere in the country, including areas

where infrastructure companies cannot serve and

microwave communication is impossible, such as rural

areas, during difficult weather conditions, natural

disasters, carnivals and festivals.

We Reached 42 Mbps with 3GWe reached 42.2 Mbps speed with 3G using Dual

Carrier Technology and we’ve been one of the

first 10 operators to apply this technology. We

duplicated our customers’ Internet access speed

with the new Turkcell 3G VINN and introduced an

unmatched Internet speed.

We Duplicated Our Speed in 2GWe tested the EEDGE (Evolved EDGE) technology,

which is among the latest technological advance-

ments in mobile communications, successfully on our

network, ranking among the first in the world to do

so. We have enhanced our leadership in technology

with this step in EEDGE while providing the fastest,

top quality mobile communication with 3G.

Ethical Rules and legal Obligations for Turkcell SuppliersThe supplier companies are obliged to follow and comply

with all related legislation in effect while fulfilling its ob-

ligations and ensure that it works in accordance with the

Labor Law and the related legislation. In this context, the

following topics should be considered and implemented

in business principles by the supplier companies.

forced labor: The employees of the supplier must not

be forced to work in any way. This requirement also

covers forced labor in prison, labor in return for a debt

with a high interest or other forms.

Child labor: The supplier should not employ children.

Unless the local laws state a higher age restriction,

no one under 15 years of age (in the context stated in

International Labor Organization (“ILO”) Nr: 138) and

who has not completed their basic education may be

employed. Employees under 18 years of age shall not be

employed in jobs that pose hazards and on night shifts in

order to fulfill their educational needs.

Harassment: Employees of the supplier must not be

exposed to physical punishment or physical, sexual,

psychological or oral harassment or abuse.

Bribery: The supplier cannot offer a bribe to any Turkcell

Group employee under any name or condition.

Compensation: Wages of the supplier’s employees must

be equal to or more than the minimum wage stated in

the laws and regulations in effect, including salary and

overtime payments.

Nondiscrimination: The supplier must act towards all

employees according to their talents and qualifications

without discrimination based on race, ethnicity, langu-

age, religion, sexual orientation, gender, and political or

ideological opinions in all of its decisions on employment,

including but not limited to recruitment, promotion,

compensation, benefits, training, mandatory resignation

and termination of employment.

Health and Safety: The supplier must provide a healthy

and safe work environment to its employees in order

to prevent accidents and injuries and also healthy and

safe facilities in accordance with local laws in effect in

applicable situations. Therefore, the supplier must take

actions to mitigate the potential risks that may pose

threats to employee safety and establish systematic

actions that ensure employee health and safety in accor-

dance with the related standards and laws. Environment:

The supplier must be able to prove that it fully complies

with all legal regulations on environmental protection in

all its activities.

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48

We Crossed the Seas

We realized one of the longest cross-sea appli-

cations (85 km and 95 km) with our Radio Link

connection together with Superonline in order to

provide alternative transmission to the TRNC-Turkey

fiber line. We provided a top quality continuous

communication opportunity to our customers in

North Cyprus.

We Expanded Our Operation Centers

We invested 15 Million USD in Van, Gaziantep and

Hatay in order to spread quality mobile communica-

tion service throughout our country and contribute

to the economic life and employment in Turkey,

introducing new generation power stations with a

total of 5.2 million subscribers. The number of our

operation centers increased to 36 with these cities.

University – Industry Collaboration

In today’s world, where the pace of change is acce-

lerating in all fields, the educated societies that are

able to produce technology and who have more in-

formation could lay the foundation of development.

As a leader in technology, Turkcell attaches special

importance to university – industry collaboration

in order to Develop Qualified Human Resources for

the Sector, especially in innovation and entrepre-

neurship. Turkcell is involved in increasing mutual

interaction with universities and adds value to

its business through this strategy as a part of its

mission. We continue to support various domestic

and international academic studies and realize joint

projects and events with universities through our

university – industry collaboration, which we carry

out under Turkcell Academy, the corporate training

institute of Turkcell.

University Certificate Programs

Turkcell believes that the young students in our

universities who represent the new century will

shape our country and the technology. The Turkcell

Mobile Communication and Technology Develop-

ment Program prepared for this purpose aims to

share Turkcell’s information and technology with

university students and to introduce a qualified work

force to the fast-developing IT sector. Both programs

realized with the valuable support of our academi-

cians aim to provide the professional information

and skills that will be fundamental in the careers of

university students and to prepare them for business

life after graduation.

Mobile Applications

Turkcell invests in the platforms enhancing user ex-

perience and increase notice ability of the products

and services. Turkcell T-Market provides for paid

and free application downloads by users via mobile

phone with over 4,500 applications and over 1,000

compatible mobile phones. Over 4 million individual

users of Turkcell T-Market, from which one applicati-

We forwarded the location Information to 112 in Emergency Calls We have ensured that emergency services

obtain the information on location where the

call is made to 112 Emergency Aid Center for

Ankara, Antalya and Isparta for the first time

in Turkey with the improvements made to our

network. As Turkcell, we are ready for other

cities as well and we continue to work in

cooperation with the Ministry of Health.

We Opened our Network Infrastructure for the use of Earthquake Information ProjectWe signed a collaboration agreement for

the common work to be carried out with

Bosphorus University Kandilli Observatory

and the Earthquake Research Institute under

the name Earthquake Information System

Project. We opened our base stations and

network infrastructure to scientific projects in

order to support the institutions in search for

a solution related to earthquake danger, which

is an important priority for our country.

We Provided Continuous Communication after the Van EarthquakeWe worked 24/7 for continuous communication,

with our 230 stations, our operation center, which

is the only one in the region, and with our staff of

200. We provided network support to 11 mobile

stations. We provided continuous communication

despite electricity blackout and quadrupled traffic.

We provided 100 minutes, 100 SMS and 100 MB

Internet service to our customers in Van, Bitlis and

Siirt for 1 month free of charge. We reopened the

lines of 16,000 customers whose lines were can-

celled. 6,908 people could send SMS for help to

112 and 3,198 could send a help SMS to 155. We

called 65 customers who faced emergency situati-

ons. We reached 57 customers and found out that

44 of our customers were in good condition.

TURKCELL 2011 SUSTAINABILITY REPORT

WE MAdE A SIGNIFICANT dIFFERENCE IN dISASTER RECOVERY COMMUNICATIONS

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49

on is downloaded per second, downloaded 35 million

applications in 2011. The number of downloads for

25 applications such as Turkcell Branded Compass,

Music, Goals in Pocket, MobilTV and Road Informati-

on has surpassed 9 million.

The Recommendation Engine, which obtains the

profile and service use information of subscribers to

determine their fields of interest, the Social Media

Platform, which provides for direct access to desired

service/content and ensures participation in mobile

social sharing applications from Turkcell and exter-

nally, and the POI Exchange Server that provides the

opportunity for location notifications are some of

the applications we established during the reporting

period while ensuring their compatibility with other

services.

Turkcell Technology

Turkcell Technology is one of Turkey’s leading R&D

and innovation companies, established in order to

develop competitive products and services in tech-

nology, information and communication technologies

fields. Developing services and products in network

services and providers, SIM card and terminal solu-

tions, mobile Internet, mobile marketing, multimedia

applications, business intelligence solutions and

business support systems fields; Turkcell Technology

employs 360 qualified engineers.

Attaching great importance to the involvement

of employees in the innovation process, Turkcell

Technology established an online platform within the

company for casting and maturing ideas and launc-

hed it with the name, Think. This platform, where the

ideas and the opinions of other employees on these

ideas may be entered and rated, and collaboration

proposals may be sent, creates a highly efficient

environment for building a network and harnessing

its potential.

The innovation process, i.e. the chain from idea to

economic value, is completed by designing the ideas

that have been developed in this environment as

projects and presenting them in Project Markets held

monthly along with the realization of projects found

appropriate upon assessment. Our customer is our

focus all through the innovation process. Continu-

ous improvement of prototypes and final products

according to customer experience forms the most

important part of the innovation process.

Turkcell Technology also creates value for other

operators by providing international expansion of

products and services that create a difference for

Turkcell and group companies. Continuing its success-

ful technology and software export activities to the

Commonwealth of Independent States (CIS), Russia,

the Middle East, Africa and Europe, Turkcell Techno-

logy has set its sights on becoming a world brand.

Intellectual Rights and Patent Applications

Turkcell Technology manages the patent application

process with well-specified steps. Patent application

rights and support are provided to each employee.

The patent application owner, manager and consul-

tant gather in workshops held twice a month and fill

out the Invention Notification Form together.

The number of patent applications is an important

performance criterion for many engineers working

at Turkcell Technology and is reflected in the

year-end performance assessments. Inventors are

also awarded for each patent application. Turkcell

Technology’s goal is to be an innovation and R&D

company, which attracts attention in global

competitions, as its number of patent applications is

increasing each year.

With 10 patent applications in 2008 and 21 in

2009, Turkcell Technology’s number of national and

international patent applications reached 74 at the

end of 2010 and 148 at the end of 2011. The number

of national applications made by Turkcell Technology

by the end of the reporting period was 126 in total

and number of international applications was 22.

According to the latest report (2009) published by

the Turkish Patent Institute (TPE), 53% of all patent

applications made in the related field in Turkey

belong to Turkcell Technology.

R&d ProgramsThere are several R&D programs carried out nationally

and internationally at Turkcell Technology. The common

point of these programs is to create a collaborative

environment and to produce information and technolo-

gies that will provide competitive power to nations and

companies.

There are several programs established by the European

Union in this vein. The 7. Framework Program and

EUREKA are outstanding platforms for our sector.

Participation in these programs is very important for

companies, which aim to maintain competitive and be

informed about future trends while shaping the future.

These programs provide the opportunity to work with

companies, universities, politicians and scientists.

With high information and technological competence,

they also provide donation support and increase R&D

investment opportunities.

Turkcell Technology conducts joint projects with the

leading R&D and technology companies of Europe and

Turkey. Inviting local business partners to join projects

and supporting their participation, Turkcell Technology

is a member of NESSI (Networked European Software &

Services Initiative) Technology Platform.

Applied Research ProjectsCarrying out medium and long term research projects

with universities, establishing common laboratories or

engaging in the common use of existing laboratories is

important for effectiveness of R&D resource manage-

ment. Updating and developing university curriculums

according to private sector needs and collaborating

with the private sector during determination of student

theses brings important benefits to all stakeholders.

Turkcell Technology works with well-known national

and international universities, especially in Applied

Research and EU projects. Scholarships are granted to

post-graduate and doctoral students and these students

are encouraged to build their theses at Turkcell Tech-

nology under the consultancy of instructors. Research

project ideas from universities are evaluated and a joint

project development target is set for ideas in compliance

with our strategic focus areas. Turkcell Technology emp-

loyees participate in the classes and explain the existing

applications, playing a role in the preparation of lecture

content in order to contribute to university curriculums.

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OUR ENVIRONMENTAL PERfORMANCE

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TURKCELL 2011 SUSTAINABILITY REPORT

OUR ENVIRONMENTAL PERFORMANCE

As Turkcell, fulfilling our environmental responsi-

bilities is also among our business priorities. As in

technology, Turkcell evaluates its environmental

impacts and responsibilities with the goal of raising

environmental awareness and managing its operati-

ons according to these priorities.

Our Environment Policy • We value the environment, because we value

future generations.

• We adopt, support and apply environmental

policies with social responsibility awareness.

• We play a leading role in increasing environmental

awareness in the society together with our emplo-

yees, dealers, business partners and suppliers.

• We take care to use all our resources economically

in our internal company operations.

• We invest in sustainable environmental applicati-

ons and alternative energy sources.

We use our technological competences to add

value to the environment and our customers’ lives

with innovative products and services.

Our Environmental InvestmentsTurkcell shapes its entire work around its environ-

ment policy. Taking care that most of the materials

used during operations and daily activities are

recycled, Turkcell plans its investments according to

this framework.

We made investments of more than 530 million TL

during the reporting period in order to manage our

environmental impacts more efficiently, including

environmental infrastructure and renewable energy

investments.

ENERGY AND ClIMATE CHANGE

Turkcell knows that its responsibility towards

the environment starts with reducing the energy

consumed during business processes. Continuing to

invest in alternative energy within this framework,

Turkcell also continues to develop innovations

in order to reduce energy consumption using the

latest technologies.

Energy Savings at Turkcell158 free cooling systems were installed in our

stations for testing as of the second half of 2007.

The main function of the Free Cooling System is to

discharge the hot air in a container instead of coo-

ling it with an air conditioner and releasing the cold

air outside. While the cold air is taken inside the

container with a fan, the hot air inside is discharged

outside from the vent located near the container ce-

iling through internal pressure. It was observed that

an average of 10% in energy savings was provided

in this manner and installation of these systems

continued during the reporting period.

New equipment supplied for Turkcell base stations

has the ability to help the existing equipment to

work at an ideal temperature and provide savings

from the energy used for cooling.

Fan cooling is carried out in our stations in addition

to air conditioning and Passive Cooling is carried

out in some of the stations. Whereas fans are used

in addition to air conditioning in stations with app-

ropriate weather conditions, the air conditioning is

engaged when the fans are insufficient. Therefore,

the energy to be consumed by the air conditioning

due to unnecessary use is saved.

The number of Free Cooling installed base stations

as of 2011 is 6,230. Each of our base stations

started to consume 3.1 kWh of energy with the 3G

systems joining the network. CO2 savings of 11,480

tons was achieved in 2011 with these new systems.

The number of stations where these systems

will be installed at the end of 2012 is planned to

be 7,750 and approximately 14,280 tons of CO2

savings is planned with these applications as of

2012 end.

As in technology, Turkcell evaluates its

environmental impacts and responsibilities

with the goal of raising environmental

awareness and managing its

operations according to these priorities

52

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The use of inverter air conditioning units,

which consume less energy, was also started

in this reporting period with the purpose of

saving energy. Inverter air conditioning units

were used in a total of 8,530 fields as of the

end of 2011. Annual savings of 18,530,000

kWh of electricity and 12,573 tons of CO2 were

provided with this application.

17,500,000 kWh of energy savings were pro-

vided with the BTS Power Saving application

used during the reporting period, which pro-

vides for power consumption of GSM cabinets

at the necessary level, adjusts system power

according to traffic on the cabinet and prevents

unnecessary power consumption.

The efforts on energy savings continued in

2011 as well. The number of base stations with

more energy efficient power supplies, providing

7% more energy savings, reached 2,308 as of

2011 end.

We reduced our building interior fuel consump-

tion, which was 355,166 liters in 2009 by 17%

in 2010 with various savings applications. An

increase of 19% in 2011 was due to the enga-

gement of the Zonguldak, Kayseri, Levent-Sur

Yapı and Bayrampaşa buildings. Natural gas,

water and electricity consumption increased

with the addition of our new offices. We intend

to decrease our resource consumption, which

has increased due to these new investments,

through measurement, evaluation and impro-

vement work.

Renewable Energy at TurkcellTurkcell, which is able to reach areas where it is

impossible to access energy sources with sta-

tions using renewable energy, has 25 stations

working with wind and solar energy and also

reducing CO2 emissions throughout Turkey.

Turkcell will continue to build alternative

energy systems with the goal to minimize

carbon emissions. We made a total investment

of 1,262,844 TL during the reporting period

for alternative energy systems for 16 fields,

construction of 2 new fields and improvement

work to increase the performance of existing

fields in 2011.

2011

Our Electricity Consumption (1,000 kWh)

2009 2010

100,000

0

200,000

300,000

400,000

500,000

Our Performance on Use of Natural Resources

100,000

2009 2010 20110

200,000

300,000

400,000

500,000

Water (m3) fuel Oil (lt.) Naturalgas (m3)

53

GreencellOur project of using wind turbines in GSM towers

(Greencell), the development and field testing

work of which were completed in 2009 in order to

realize a first in the world in its own area, was app-

lied to 181 base stations (communication units) as

of 2011. These stations, working by combining the

network and wind energy - the first applications in

the world in this area - were constructed with the

know-how of engineers working for Turkcell.

Wind turbines were built in parallel with the net-

work, especially in locations where the wind capa-

city is high, with the Greencell project. 4 to 16% of

the energy needs of a station are supplied through

wind energy according to the wind conditions of

the region within the context of the project.

We made investments of approximately 2,421,604

TL for 181 fields in the context of the Greencell

Project, and we provided energy savings of

738,000 kWh. As a result, CO2 emissions were

reduced by 500 tons.

358,

761

378,

121

431,

843

453,

994

315,

000

247,

000

352,

198

294,

385

49,0

00

81,7

39

355,

166

52,0

00

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54

Alternative Energy Systems Electrical energy of 1,400,000 kWh is produced

and CO2 emissions are reduced by 950 tons by the

alternative energy sources in the Turkcell ecosystem

annually. 25 OFF_GRID (off the national energy

distribution network) and 181 ON _GRID (on the

national energy distribution network) fields joined

the Turkcell network during the reporting period with

the investments made in alternative energy sources.

Energy Savings with the New TechnologyWe started to use higher capacity advanced cabinets

and units that provide for less energy consumption

in our network in 2010. Thanks to a new generation

feature, integration of which to all our network is

completed, power consumption of some network

equipment’s that are idle in low-traffic hours were

reduced and we provided energy savings in 4-5%

and reduced CO2 emission by 8,800 tons.

We initiated remote access to 300 fields by installing

USMS (Unified Site Management System) infrastruc-

ture; therefore we provided fuel saving by reducing

the need for transport and reduction in emissions

arising from transport. Thanks to the same infrastruc-

ture, we saved the energy used in air conditioners and

emissions arising from the air conditioning gas with

remote control of the fan ventilation system.

We started using RPMO-Real-time Performance

and Measurement Operation features for promoting

Network Optimization tools to reduce field test

needs and therefore we reduced exhaust emissions

as well as fuel consumption.

Fuel Consumption / Our VehiclesFuel consumptions of the Turkcell sales and service

team vehicles are stated in the table below. The fuel

consumption recorded a balanced increase compared

to the previous year due to increase in number of

vehicles.

INSTAllATION AND INSPECTION Of BASE STATIONS

Turkcell provides electronic communication

services in Turkey according to the Concessi-

on Agreement it signed with the Information

Technologies and Communication Council (BTK).

Electronic communication devices, also called

base stations, are constructed on the locations

deemed technically appropriate and necessary

for providing this service. Our company obtains a

construction permit from BTK for each electronic

communication device constructed and the audit

operations are carried out after the devices

become active by BTK.

The right and freedom of communication is guaran-

teed under Article 22 of the T.R. Constitution. Mo-

bile communication service is a public service. Base

stations that have to be constructed for physical

provision of service are a part of the public service.

Turkcell base stations are constructed taking the

maximum care for natural texture and urban or

rural structure. All work to be carried out in this

context is carried out by conducting the neces-

sary audits by the related units. Environmental

compliance work carried out are established

and developed together with the control and

acceptance mechanisms.

Environmental compliance works are carried out

under three topics. These are:

1. Environmental compliance work carried out for

facilitating the rental process of the stations to

be constructed and construction of the field,

2. Works additional to the preceding environ-

mental compliance work due to revisions such

as antennas or mini link additions to existing

sites, location change of stations, change of

antenna locations, and

3. Revisions related to regulation of relations with

the local public and fulfillment of expectations.

In this context, the fact that a base station has

a Safety Certificate issued by the Information

Technologies and Communication Council means

that this station is constructed in compliance

with the provisions of the Regulation, audited by

the Council and continues its activities without

exceeding the limit values specified in the Regu-

lation in constant settlement areas, and there is

no reason for our citizens to be concerned. The

address information, technical specifications

and safety distance information are stated on

this certificate. Turkcell conducts its activities in

compliance with all these standards.

Base Station Energy Back-Up Units The common backup units used at Turkcell base

stations in order to provide service continuity in

case of energy cuts are batteries and generators.

Batteries used are generally 100 Ah and 155 Ah

with a capacity of 6 and 12 volts. The average

number of batteries used in a base station is 16.

These batteries are dry batteries with no need

for maintenance.

Outer sections of the dry batteries used by

Turkcell are fully covered and they don’t have

a lid. These dry batteries are batteries, which

Our fuel Consumption (1,000 lt.)

2009

500

1,000

1,500

2,000

2,500

02010 2011

Our fuel Consumption (1,000 lt.)

1,000

2,000

3,000

4,000

5,000

02010 2011

TURKCELL FAALİYET RAPORU 2011

Turkcell (All Group vehicles except Global Bilgi)

Base Stations Maintenance and Operation (Contractors)

1,47

5 1,85

9 2,50

0

4,45

3

3,09

9

TURKCELL 2011 SUSTAINABILITY REPORT

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55

do not contain liquid acid, water, electrolytes

etc., but contain inert electrolyte instead and,

therefore, do not leak under normal conditions,

even in case of piercing. Turkcell carries out all

processes related to both transportation and

storage of defective, spent batteries according to

the procedures and regulations published by the

T.R. Ministry of Environment.

Another backup unit used at Turkcell base

stations in energy cuts is generators. The number

of fixed generators Turkcell uses in base stations

is 260. Annual fuel consumption of these genera-

tors is about 330,000 liters.

Also, the Regional Solution Partners responsible

for maintenance and operation of base stations

feed the base stations with mobile generators

during sudden power cuts. There are 1,523

mobile generators in 17 regions. 718,112 Lt. of

fuel was consumed in these generators in 2009,

971,367 Lt. in 2010, and 1,270,692 Lt. in 2011.

WASTE MANAGEMENT

Managing its wastes effectively with regard to

the environment, Turkcell carries out various

studies in order to enhance environmental awa-

reness for both its employees and its customers.

There are recycling bins at Turkcell plazas

where the collected waste is separated as paper,

plastic and domestic waste. Each type of waste

is collected separately and is given to related

organizations for recycling. Also, the expired

batteries are collected in battery waste bins and

are sent to local municipalities for recycling.

In cafeterias, we have containers for used oils as

well as solid wastes and oil wastes are disposed

of by being vacuumed with a vehicle sent by the

municipality every 3 months. Hygienic materials

are also collected in a manner that will not harm

the environment and are disposed of by the

related organization.

Use of EquipmentUsed operational or out-of-operation fixed

assets are either disposed of and re-used or

included in recycling at Turkcell. All scrap sales in

our company are recorded and monitored.

There are approximately 17,500 units of materi-

als (equipment, 5,500; disposable, 12,000) in the

Turkcell network. Our total number of units of

equipment is about 3 million. Cables and similar

products that are deemed as disposables are not

included in this total.

TowersThere are 2,565 towers at Turkcell infrastructure

as of December 2011, 98 of which are mobile.

588 of these towers were purchased in 2011.

Displaced towers are disposed of for renewal or

field replacement. 214 towers were displaced

and disposed of in total during the reporting

period. Towers are given to authorize companies

for disposal as iron scrap for recycling.

Our Wastes Wastes in all plazas of Turkcell are utilized and

included in the recycling process. Boxes that col-

lect waste paper, cardboard cups and wet wastes

separately are placed in each business unit. Our

employees separate their wastes before putting

them in these boxes with the awareness that the

wastes will be utilized.

A 26% increase in our paper waste and 97%

increase in our garbage from 2010 to 2011 were

due to increases in personnel in Maltepe, Kartal,

Tepebaşı, Ankara, Antalya, Bursa and İzmir plazas

varying from 40% to 99.5% and the launch of

Levent Plaza. Paper waste increased in Davutpa-

şa Plaza when the legal department moved in the

building. The reason for the increase in Antalya

is that the expired promotional materials of

Digitürk and Inteltek were disposed of and sent

to recycling.

There was an important decrease, especially in

paper waste, at the Trabzon Plaza during the

reporting period; group company employees

supplied their own materials in 2011, the Digiturk

sales support unit was closed and plaza employe-

es were cautioned about paper consumption. The

decrease at Diyarbakır plaza also in paper waste

is due to our monitoring of photocopy activities

in 2011 of our external maintenance solution

partners who used the photocopier and other

disposables in our plaza in 2010.

Waste According to Locations

Waste Paper (Kg) Garbage (m2) Oil (Lt)

Offices/Years 2010 2011 2010 2011 2010 2011

Maltepe Plaza 12,900 16,400 1,050 1,750 2,431 1,450

Kartal Plaza 10,700 10,400 600 2,688 1,045 940

Tepebaşı Plaza 18,100 25,550 250 550 270 320

Davutpaşa Plaza 2,000 7,800 648 462 760 215

Şişli Plaza 2,300 2,800 340 420 0 0

Adana Plaza 2,000 1,000 408 37 320 0

Ankara Plaza 980 1,920 450 650 550 650

Antalya Plaza 500 2,160 187 1,200 280 612

Bursa Plaza 2,000 1,500 68 110 340 0

Trabzon Plaza 6,200 300 88 75 30 80

İzmir Plaza 7,200 7,800 2,586 4,800 0 708

Diyarbakır Plaza 1,000 350 425 80 320 400

Samsun Plaza 850 250 43 63 110 270

Levent Plaza - 5,600 - 1,200 - 0

TOTAL 66,730 83,830 7,143 14,085 6,456 5,645

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TURKCELL 2011 SUSTAINABILITY REPORT

ANNEXES

Awards received by various departments and

projects of Turkcell during the reporting period are

stated below under 4 main topics.

Social Responsibility Snowdrops, first place in “Social Contribution” at

2011 World Communication Awards

Turkcell Volunteers, “Honorary Award” in PR

News Nonprofit PR Awards held in USA in 2009

Turkcell Volunteers, “Best Social Responsibility

Project Established by Employees” award from

USA-based E2E in 2010

Bridge of Hearts, Silver Drum Award in “Corpora-

te Social Responsibility” category in 2009 Golden

drum Award and TÜHİd 8th Golden Compass

Public Relations Awards, “Other Corporate

Social Responsibility” category award

Forest of Life Foundation volunteer activities, 2009

PR News Nonprofit PR Awards “Internal Commu-

nication” award

Snowdrops and Bridge of Hearts projects, Honorary

Award in “Social Responsibility Project of the

Year” category in 2009 International Business

Awards

Good Corporate Governance

“European Employer Of The Year” award in Eu-

ropean Business Awards with innovative human

resources applications

Evaluated as “World’s Best Annual Report in

Telecommunication Sector” in 2010 by lACP, one

of the most prestigious public relations platforms

in the world.

“Best financial Disclosure Made to Public”

in IR Global Rankings Award ceremony held in

Amsterdam

First place in “The Most Satisfactory and Consis-

tent Company Strategy in Mobile Phone Sector”

and third place in “Best Governed Company”

category in “Best Governed Companies of Middle

and East Europe 2010 Survey” organized by Euro-

money Magazine

“Most Popular Company of 2010” award by

Capital Business Magazine

First place in “Best Corporate Governance and

Public Information” and “Best Annual Report”

categories and first place in “Best CfO – Investor

Relations” category awarded to Turkcell Chief

Financial Officer Serkan OKANDAN in the first

Investor Relations Awards of Turkey

General Manager Süreyya Ciliv, “CEO Of The Year”

in 2009 World Communication Awards

General Manager Süreyya Ciliv, Honorary Award

in “European Executive Of The Year” category in

International Business Awards 2009

“The Most Popular Telecommunications

Company of 2008” award by Capital Business

Magazine

“The Most Popular Company of 2008” award by

Capital Business Magazine

Training and Employment

Turkcell, first place award with “I Have More at

Turkcell” in “Best HR Strategy Overseas” cate-

gory by British HR Magazine

Turkcell Academy mobile training application,

“Best Practice” award by Corporate University

Exchange

Turkcell Academy, Silver award in “Best Mobile

Training Application” category and Bronze award

in “Best Content” category in Brandon Hall 2011

Excellence Awards

Turkcell Academy, “Annual Corporate University

Xchange Awards for Excellence and Innovation”

held by Corporate University Xchange, “Excellence

Award in learning Technologies” category

Turkcell Academy “Leadership Development

Programs,” award on “Applied Excellence” by

American Society for Training & development-

ASTD

Turkcell Academy, Honorary Award in “Best New

Corporate University” category in Cubic Awards

(Corporate University Best in Class)

56

OUR AWARDS AND ACCOMPlISHMENTS

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57

Products and Services

Turkcell Technology, ISO Innovation 2011 “Grand

Prize”

Turkcell Technology, SIMagine award in “Best

No-Touch Mobile Transaction (NfC)” category

with Cep-T Cüzdan

More Tweets project, “Innovation of the year”

award in Digital Communication Awards

3G Speed test event held by Turkcell for 1st anni-

versary of 3G, honorary award in “Best Anniver-

sary Event” category in PR News Awards

“Turkcell Partner Program,” 2009 Alliance Excel-

lence Awards “Growth Company: Alliance- Ma-

nagement Excellence” category award

3G Launch, first place awards in “Best Service

launch” category in IPRA Awards

first place in IT 500 Awards with “Mobile Appli-

cation”

First place in “Product Development Team of

the Year” category with AdinAction Develop-

ment Team, “Marketing Web Site” with www.

turkcell3g.com, “financial Services” with Garanti

e-trader in International Business Awards and 10

more Honorary Awards in 7 different categories

First place in “Best PR Event” category in Golden

Drum with 3G first Anniversary Event

Turkcell NTV 3G Video News Packages, “Best

Mobile Video Content Producer” in “Best Mobile

Production” in Mobile Excellence Awards 2009

Turkcell, Ebiko 2009 5th International IT

Olympics “The GSM Communication Company

Supporting the Science the Most” award

“Innovation of the Year Award” in Second White

Gold Turkish Entrepreneurship Awards by Eski-

şehir Association of Entrepreneur Industrialists and

Businessmen (EGSIAD)

First place in “Best Mobile Advertisement”

category with TonlaKazan application in World

GSMA Awards

Turkcell Super League Campaign, 2009 Internatio-

nal Business Awards, “Best Online Ad Campa-

ign” category award

SMS Search, 2009 International Business

Awards, “Best New Product or Service of the

Year- Services” category award

OUR MEMBERSHIPS

ATC (American Turkish Council)

CEPS (Center for European Policy Studies)

GSMA (GSM Association)

ITU (International Telecommunication Union)

Internet Committee (Ministry of Transportation)

ISO (Istanbul Chamber of Industry)

ITO (Istanbul Chamber of Commerce)

MMA (Mobile Marketing Association)

MOBILSAD (Mobile Service Provider

Businessmen’s Association)

TABA (Turkish-American Business Association)

TBD (Informatics Association of Turkey)

TBV (Turkish Informatics Foundation)

TEID (Turkish Ethics and Prestige Association)

TESID (Turkish Electronic Industrialists Founda-

tion)

TOBB (The Union of Chambers and Commodity

Exchanges of Turkey)

TUBISAD (Informatics Industry Association)

TUSIAD (Turkish Industrialists’ and Businessmen’s

Association)

TUTED (All Telecom Businessmen Foundation)

ITEA2 (Information Technology for European

Advancement)

UMTS Forum (Universal Mobile Telecommunicati-

ons System)

Tax Council

YASAD (Software Industrialists’ Association)

YASED (International Investors’ Association)

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TURKCELL 2011 SUSTAINABILITY REPORT

58

GRI Strategy and Analysis References & Comments Reported

1.1. Statement from the most senior decision-maker of the organization

Pages 4,5 Fully

1.2. Key impacts, risks, and opportunities Pages 4,5, 11, 24-39, 42-49, 52-55 Fully

GRI Organizational Profile References & Comments Reported

2.1. Name of the organization Turkcell İletişim Hizmetleri A.Ş. Fully

2.2. Primary brands, products, and/or services Page 10 Fully

2.3. Operational structure h”http://www.turkcell.com.tr/site/en/turkcellhakkinda/yatirimciiliskileri/Sayfalar/genel.aspxIFRS_Report_Q3_2011_Final.pdf (Page 68)”

Fully

2.4. Location of headquarters “Turkcell Plaza Meşrutiyet cad. No: 71 Tepebaşı ISTANBUL” Fully

2.5. Countries of operation “Turkcell 2010 Annual Report (Pages 8, 56-61)” Fully

2.6. Ownership Turkcell 2010 Annual Report (Page 75) Fully

2.7. Markets served Page 8 Fully

2.8. Scale and Size “http://www.turkcell.com.tr/site/en/turkcellhakkinda/yatirimciiliskileri/Sayfalar/genel.aspxIFRS_Report_Q3_2011_Final.pdf (Pages 1-3)”

Fully

2.9. Significant changes Pages 10, 14, 55 Fully

2.10. Awards Pages 56-57 Fully

GRI Report Parameters References & Comments Reported

3.1. Reporting period Page 2 Fully

3.2. Date of previous report 2007-2008 Fully

3.3. Reporting cycle Annually Fully

3.4. Contact Page 63 Fully

3.5. Defining content Pages 18-19 Fully

3.6. Boundary of the report Page 2 Fully

3.7. Limitations Page 2 Fully

3.8. Basis for reporting entities Page 2 Fully

3.9. Data Measurement Techniques Page 2, 11 Partially

3.10. Re-statements Similar topics as in our first report took place with updated activities. We have either gave summary of some of the information that took place in our annual report or gave references.

Fully

3.11. Changes No changes Fully

3.12. GRI Content Index Pages 58-61 Fully

3.13. Assurance No external assurance Fully

Profile disclosures

GRI AND UNGCP REPORTING INDEX

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59

Un Global Compact Principles

Human RightsPrinciple 1: Businesses should support and respect the protection of internationally proclaimed human rights; and

Principle 2: make sure that they are not complicit in human rights abuses.

laborPrinciple 3: Businesses should uphold the freedom of association and the effective recognition of the right to collective bargaining;

Principle 4: the elimination of all forms of forced and compulsory labor;

Principle 5: the effective abolition of child labor; and

Principle 6: the elimination of discrimination in respect of employment and occupation.

EnvironmentPrinciple 7: Businesses should support a precautionary approach to environmental challenges;

Principle 8: undertake initiatives to promote greater environmental responsibility; and

Principle 9: encourage the development and diffusion of environmentally friendly technologies.

Anti-CorruptionPrinciple 10: Businesses should work against corruption in all its forms, including extortion and bribery.

Profile disclosures (Continued)

GRI Governance & Committments References & Comments Reported

4.1. Governance structure Pages 14-17 Fully

4.2. Chairman Page 14 Fully

4.3. Unitary Board Page 14 Fully

4.4. Mechanisms for recommendations Pages 17, 19, 31 Fully

4.5. Compensation and performance Page 14 Fully

4.6. Conflicts of Interest Page 15 Fully

4.7. Qualifications Turkcell 2010 Annual Report (Page 18-19) Fully

4.8. Mission and Values Pages 4, 12-19 Fully

4.9. Overseeing sustainability Page 15 Fully

4.10. Evaluating sustainability Page 14 Fully

4.11. Precautionary approach Page 15 Fully

4.12. External principles Page 2, 47 Fully

4.13. Memberships in associations Page 57 Fully

4.14. Stakeholder Groups Page 19 Fully

4.15. Basis for selection Page 19 Fully

4.16. Approaches to stakeholder engagement Page 19 Fully

4.17. Key topics from stakeholders Page 18-19 Fully

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TURKCELL 2011 SUSTAINABILITY REPORT

60

UNGC GRI Social Performance (Employees) References & Comments Reported

Employment

LA1 (Core) Total workforce by employment type, employment contract, and region

Page 23 Fully

6 LA2 (Core) Total number and rate of employee turnover by age group, gender, and region

Pages 24-25 Fully

LA3 (Add) Benefits provided only to full-time employees Pages 25-26 Fully

Occupational Health and Safety

1 LA7 (Core) Injuries, occupational diseases, working days lost, absentee rate and work-related fatalities

Pages 27-28 Fully

1 LA8 (Core) Preventive healthcare counselling and training regarding serious diseases

Pages 25-26 Fully

Training and Education

LA10 (Core) Average hours of training per year per employee by employee category

Page 29 Fully

LA11 (Add) Skills management and lifelong learning that support the continued employability of employees

Pages 28-29 Fully

LA12 (Add) Percentage of employees receiving regular performance and career development reviews

Page 30 Fully

Diversity and Equal Opportunity

1,6 LA13 (Core) Diversity in senior management and employee structure Page 25 Fully

1,6 LA14 (Core) Ratio of basic salary of male and female employees Page 25 Fully

UNGC GRI Social Performance (Human Rights) References & Comments Reported

Investment and Procurement Practices

1-6 HR3 (Add) Employee training on human rights Page 30 Fully

Non-Discrimination

1,2,6 HR4 (Core) Incidents of discrimination and actions taken Page 30 Fully

Freedom of Association and Collective Bargaining

1,2,3 HR5 (Core) Operations with significant risk concerning the freedom of associa-tion and collective bargaining

Page 26 Fully

Child Labor

1,2,5 HR6 (Core) Operations with significant risk for incidents of child labor and measures taken

Pages 30, 47 Fully

Forced and Compulsory Labor

1,2,4 HR7 (Core) Operations with significant risk for incidents of forced and compul-sory labor

Page 47 Fully

BMKİS GRI Social Performance (Society) References & Comments Reported

Community

SO1 (Core) Impacts of entering, operating, exiting on local communities and regions

Pages 10-11, 48, 54 Fully

Corruption

10 SO2 (Core) Business units analyzed for corruption risks Page 16 Fully

10 SO3 (Core) Employee training regarding anti-corruption Page 16 Fully

10 SO4 (Core) Actions taken in response to incidents of corruption Turkcell 2010 Annual Report (Pages 83-84, 92-94)

Fully

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61

UNGC GRI Social Performance (Product/Service Responsibility) References & Comments Reported

Customer Health and Safety

1 PR2 (Add) Incidents of non-compliance with regulations concerning health and safety of products

No incidents Fully

Product and Service Labelling

8 PR3 (Core) Principles and measures related to product and service information and labelling

Pages 10-11 Fully

8 PR4 (Add) Incidents of non-compliance with regulations concerning product information and labelling

No incidents Fully

PR5 (Add) Customer satisfaction practices Pages 43-44 Fully

UNGC GRI Economic Performance References & Comments Reported

Economic Performance

EC1 (Core) Direct economic value generated and distributed Page 42 Fully

EC3 (Core) Organisation's defined benefit plan obligations Page 26 Fully

Market Pesence

6 EC7 (Core) Procedures for local hiring Pages 24, 32-33 Fully

Indirect Economic Impacts

EC8 (Core) Impact of infrastructure investments and services for public benefit Pages 32-39, 42-49 Fully

EC9 (Add) Indirect economic impacts Pages 33, 42 Fully

UNGC GRI Environmental Performance References & Comments Reported

Energy

8 EN3 (Core) Direct energy consumption by primary energy source. Page 53 Fully

8,9 EN5 (Add) Energy saved due to conservation and efficiency improvements Page 52 Fully

8,9 EN6 (Add) Initiatives to provide energy-efficient or renewable energy based products and services, and reductions in energy requirements as a result of these initiatives

Pages 53-54 Fully

Water

8 EN8 (Core) Total water withdrawal by source Page 53 Fully

Emissions, Effluents and Waste

7,8,9 EN18 (Add) Initiatives to reduce greenhouse gas emissions and reductions achieved

Page 52 Fully

8 EN22 (Core) Total weight of waste by type and disposal method Page 55

Products and Services

7,8,9 EN26 (Core) Initiatives to mitigate environmental impacts of products and ser-vices, and extent of impact mitigation

Pages 52-53 Fully

Compliance

8 EN28 (Core) Monetary value of significant fines and total number of non-mon-etary sanctions for non-compliance with environmental laws and regulations

No fines paid Fully

Transport

8 EN29 (Add) Significant environmental impacts of transporting products and other goods and materials used for the organization's operations, and transporting members of the workforce

Page 54 Fully

Overall

7,8,9 EN30 (Add) Total environmental protection expenditures and investments by type Page 52 Fully

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for your feedback and questions regarding the report:

Turkcell İletişim Hizmetleri A.Ş.

Turkcell Plaza, Meşrutiyet Cad. No: 71, Tepebaşı, İstanbul

Phone: (212) 313 10 00

Miss. Zeynep Özbil – Head of Corporate Responsibilities Department

[email protected]

Mrs. Aslı Ünlü – Corporate Social Responsibility and Sponsorships Unit [email protected]

Miss. Derya Kökten – Corporate Social Responsibility and Sponsorships [email protected]

Reporting Consultants

Sercom ConsultingMrs. Elif Özkul Gökmen

[email protected]

0533 648 07 40

FCS ConsultingMr. Alp Borak

[email protected]

0216 353 20 20

CONTACT INfORMATION

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www.turkcell.com.tr/en