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Reporting complaints and breaches

The Group’s Code of Ethics and Conduct requires employees, collaborators and consultants, as well as third parties who have business relations with the Group - in respect of activities and services of interest to the Group - to promptly inform the Head of the TIM Audit Department, either directly or via their line manager, of any violations or collusion to violate:

  • legal or regulatory requirements,
  • provisions of the Code of Ethics,
  • policy and internal procedures,
  • and any irregularities and/or negligence.

The handling of reports above, specifically those for which the Head of the Audit Department is responsible (known as “whistleblowing”), is a requirement of the Sarbanes-Oxley Act and – in part – of the “UN Guiding Principles on Business and Human Rights”.  Below are the Human Rights-related complaints received through the main tool which TIM provides for all stakeholders, to report any kind of regulatory irregularity or breach of the Code of Ethics and Human Rights Policy, (“Whistleblowing Procedure”). In particular, any substantiated reports on the systematic unavailability of access to the web are considered breaches of the right to access the information society.

Complaints received and handled in Italy regarding Human Rights

 2018substantiated2017substantiated2016substantiated
Total number of complaints regarding human rights received through the main reporting mechanisms003000
Handled during the reporting period003000
Resolved during the reporting period002000
Total number of complaints received prior to the survey period which were resolved during the reference period100000

Complaints received and handled in Brazil regarding Human Rights

 2018substantiated2017substantiated2016substantiated
Total number of complaints regarding human rights received through the main reporting mechanisms8(*)05084
Handled during the reporting period805084
Resolved during the reporting period704084
Total number of complaints received prior to the survey period which were resolved during the reference period100000
  • (*)

    All eight complaints concerned alleged breaches of the privacy laws of customers and/or employees.

Complaints received and handled regarding discrimination issues  

Complaints received and handled regarding discrimination issues

 

Italy

2018

substantiated

2017

substantiated

2016

substantiated

Total number of complaints regarding discrimination received through the main reporting mechanisms

0

0

3

1

0

0

Handled during the reporting period

0

0

3

1

0

0

Resolved during the reporting period

0

0

2

1

0

0

Total number of complaints received prior to the survey period and resolved during the reference period

1

0

0

0

0

0

Complaints received and handled regarding discrimination issues
Brazil2018substantiated2017substantiated2016substantiated
Total number of complaints regarding discrimination received through the main reporting mechanisms5(*)13021
Handled during the reporting period513021
Resolved during the reporting period513021
Total number of complaints received prior to the survey period and resolved during the reference period000000
  • (*)

    Of the five complaints, two concerned discrimination or harassment based on ethnicity or race, two other cases (one substantiated and resolved) discrimination or harassment based on sexual orientation and in the final case discrimination based on economic-social conditions.

Complaints received and managed relating to labor issues

Complaints received and handled regarding discrimination issues

 

Italy

2018

substantiated

2017

substantiated

2016

substantiated

Total number of complaints regarding work matters received through the formal mechanisms in the reference period

2(*)

0

4

1

7

0

Handled during the reporting period

2

0

4

1

7

0

Resolved during the reporting period

1

0

4

1

7

0

Total number of complaints regarding work matters received previously, which were resolved in the reference period

0

0

1

0

0

0

Complaints received and handled regarding discrimination issues
Brazil2018substantiated2017substantiated2016substantiated

Total number of complaints regarding work matters received through the formal mechanisms in the reference period

39(**)

14

23

10

12

9

Handled during the reporting period

39

14

23

10

12

9

Resolved during the reporting period

38

14

21

10

12

9

Total number of complaints regarding work matters received previously, which were resolved in the reference period

0

0

0

0

7

3

  • (*)

    The two complaints concerned, in one case sexual harassment at work, unsubstantiated, and in the other the right of the worker to perform activities and tasks respecting their dignity in the course of work.

  • (**)

    Seventeen complaints related to harassment (of which ten were substantiated and resolved), fifteen breaches of the union contract (one substantiated and settled) and seven complaints concerned sexual harassment at work (three of which substantiated and resolved).