Environmental, Social, and Governance Report 2021
Extracted ESG KPIs
KPIs are organized by ESG aspects.
The types of emissions and respective emissions data.
| Indicator | Unit | 2019 | 2020 | 2021 | Report Pages |
|---|---|---|---|---|---|
| Emissions from gaseous fuel consumption - Nitrogen Oxide (NOx) | kilograms (kg) | 7.78 | 6.56 | 6.69 | 68 |
| Emissions from gaseous fuel consumption - Sulphur Oxide (SOx) | kg | 0.04 | 0.03 | 0.03 | 68 |
| Emissions from vehicles - NOx | kilograms (kg) | 1535.26 | 705.8 | 688.77 | 68 |
| Emissions from vehicles - Particulate Matter | kg | 121.6 | 59.66 | 58.08 | 68 |
| Emissions from vehicles - SOx | kg | 9.57 | 7.27 | 6.92 | 68 |
Direct (Scope 1) and energy indirect (Scope 2) greenhouse gas emissions (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2019 | 2020 | 2021 | Report Pages |
|---|---|---|---|---|---|
| GHG emissions (tCO2e) | tCO2e | 37641.9 | 34220.76 | 31873.08 | 56 |
| GHG emissions intensity per unit of GFA | tonnes CO2e/m² | 0.18 | 0.17 | 0.15 | 68 |
| Group emissions from business travel | tonnes CO2 equivalent | 287.8 | 56 | ||
| Total GHG emissions in Mainland China - GHG emissions intensity per unit of GFA | tonnes CO2e/m2 | 0.15 | 0.12 | 0.15 | 69 |
| Total GHG emissions in Mainland China - Scope 1 emissions | tonnes CO2 equivalent (CO2e) | 4463.46 | 2088.53 | 3165.23 | 69 |
| Total GHG emissions in Mainland China - Scope 2 emissions | tonnes CO2e | 15855.56 | 14891.41 | 13944.48 | 69 |
| Total GHG emissions in Mainland China - Scopes 1 & 2 emissions | tonnes CO2e | 20319.01 | 16979.94 | 17109.71 | 69 |
| Total GHG emissions of BEA Group - GHG emissions intensity per unit of GFA | tonnes CO2e/m2 | 0.16 | 0.14 | 0.14 | 69 |
| Total GHG emissions of BEA Group - Scope 1 emissions | tonnes CO2 equivalent (CO2e) | 6046.85 | 3471.32 | 4795.49 | 69 |
| Total GHG emissions of BEA Group - Scope 2 emissions | tonnes CO2e | 31595.05 | 30749.44 | 27077.59 | 69 |
| Total GHG emissions of BEA Group - Scopes 1 & 2 emissions | tonnes CO2e | 37641.9 | 34220.76 | 31873.08 | 69 |
| Total greenhouse gas (GHG) emissions in Hong Kong - Scope 1 emissions | tonnes CO2e | 1411.36 | 1255.75 | 1443.34 | 68 |
| Total greenhouse gas (GHG) emissions in Hong Kong - Scope 2 emissions | tonnes CO2e | 14089.44 | 14271.42 | 11806.68 | 68 |
| Total greenhouse gas (GHG) emissions in Hong Kong - Scopes 1 & 2 emissions | tonnes CO2e | 15500.8 | 15527.17 | 13250.02 | 68 |
Total hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2020 | 2021 | Report Pages |
|---|---|---|---|---|
| All waste | tonnes | 732.19 | 714.44 | 69 |
| Hazardous waste - IT products | tonnes | 12.43 | 0.41 | 69 |
| Hazardous waste - IT products recycled | tonnes | 12.43 | 0.41 | 69 |
| Hazardous waste - Medical waste (Blue Care only) | tonnes | 0.14 | 0.02 | 69 |
Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2019 | 2020 | 2021 | Report Pages |
|---|---|---|---|---|---|
| Non-hazardous waste - Food waste | tonnes | 6.46 | 3 | 69 | |
| Non-hazardous waste - Incineration | tonnes | 35.18 | 35.66 | 69 | |
| Non-hazardous waste - Landfill | tonnes | 192.99 | 245.81 | 69 | |
| Non-hazardous waste - Other general non-hazardous waste | tonnes | 225.18 | 289.57 | 69 | |
| Non-hazardous waste - Other recycled | tonnes | 3.48 | 6.55 | 69 | |
| Non-hazardous waste - Paper | tonnes | 487.98 | 424.25 | 69 | |
| Non-hazardous waste - Paper recycled | tonnes | Data not available | 487.98 | 424.25 | 69 |
| Paper consumption | tonnes | 462.51 | 427.75 | 386.88 | 59 |
| Paper waste intensity | kg per full-time employee | 51.17 | 48.35 | 69 | |
| Waste diverted from landfill | tonnes | 503.89 | 431.22 | 69 | |
| Year-on-year reduction in total paper consumption | 31% | 59 |
Description of emissions target(s) set and steps taken to achieve them.
| Indicator | Unit | 2020 | 2021 | 2030 | Report Pages |
|---|---|---|---|---|---|
| Carbon emissions reduction compared with 2019 baseline | % | 9.1% | 15.3% | 56 | |
| Equivalent absolute carbon reduction for Hong Kong government 2030 carbon intensity target | percent | 26–36 | 55 | ||
| Group-wide absolute carbon emissions (scopes 1 and 2) reduction target from 2019 baseline | percent | 32 | 55 | ||
| Hong Kong government 2030 carbon intensity target | percent of 2005 baseline | 65–70 | 55 |
Description of how hazardous and non-hazardous wastes are handled, and a description of reduction target(s) set and steps taken to achieve them.
| Indicator | Unit | 2020 | 2021 | Report Pages |
|---|---|---|---|---|
| Waste directed to disposal | tonnes | 229.21 | 281.53 | 69 |
Direct and/or indirect energy consumption by type (e.g. electricity, gas or oil) in total (kWh in '000s) and intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2019 | 2020 | 2021 | Report Pages |
|---|---|---|---|---|---|
| Overall energy intensity of the Group by Gross Floor Area (GFA) | GJ/m² | 0.81 | 0.71 | 0.76 | 68 |
| Total direct and indirect energy consumption by type - Total electricity consumption | '000 kWh | 44765.76 | 43623.3 | 42662.58 | 68 |
| Total direct and indirect energy consumption by type - Total energy consumption | '000 kilowatt hours (kWh) | 51532.24 | 48833.13 | 47371.25 | 68 |
| Total direct and indirect energy consumption by type - Total fuel consumption from non-renewable sources (Diesel oil, petrol, Towngas) | '000 kWh | 6766.48 | 5209.83 | 4995.19 | 68 |
| Total electricity consumption within the organisation | GJ | 161156.73 | 157043.88 | 153585.29 | 68 |
| Total energy consumption | GJ | 185516.05 | 175799.27 | 170536.51 | 59 |
| Total energy consumption within the organisation | gigajoules (GJ) | 185516.05 | 175799.27 | 170536.51 | 68 |
| Total fuel consumption from non-renewable sources (Diesel oil, petrol, Towngas) within the organisation | GJ | 24359.32 | 18755.39 | 17982.7 | 68 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2019 | 2020 | 2021 | Report Pages |
|---|---|---|---|---|---|
| Total consumption of municipal fresh water | m³ | 83372.87 | 104533.89 | 113581.68 | 68 |
| Water intensity per square metre of GFA | m³/m² | 0.35 | 0.43 | 0.5 | 68 |
Description of energy use efficiency target(s) set and steps taken to achieve them.
| Indicator | Unit | 2021 | Report Pages |
|---|---|---|---|
| Year-on-year reduction in energy use | 3% | 59 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Indicator | Unit | 2019 | 2020 | 2021 | Report Pages |
|---|---|---|---|---|---|
| Composition of the Board of Directors - Aged 30-50 | % | 24 | 71 | ||
| Composition of the Board of Directors - Female | % | 6 | 71 | ||
| Composition of the Board of Directors - Male | % | 94 | 71 | ||
| Composition of the Board of Directors - Over 50 | % | 76 | 71 | ||
| Employees aged 30-50 | 6480 | 6464 | 6105 | 70 | |
| Employees over 50 | 1439 | 1503 | 1513 | 70 | |
| Employees under 30 | 1924 | 1569 | 1204 | 70 | |
| Fixed term / Temporary contract employees - Female | 66 | 69 | 55 | 70 | |
| Fixed term / Temporary contract employees - Hong Kong | 130 | 128 | 76 | 70 | |
| Fixed term / Temporary contract employees - Mainland China | 1 | 20 | 70 | ||
| Fixed term / Temporary contract employees - Male | 76 | 70 | 52 | 70 | |
| Fixed term / Temporary contract employees - Other markets | 12 | 10 | 11 | 70 | |
| Full time employees - Female | 5771 | 5610 | 5186 | 70 | |
| Full time employees - Male | 3948 | 3838 | 3588 | 70 | |
| New hires - Aged 30-50 | 1020 | 696 | 707 | 70 | |
| New hires - Female | 1070 | 609 | 598 | 70 | |
| New hires - Hong Kong | 1249 | 766 | 802 | 70 | |
| New hires - Mainland China | 555 | 338 | 326 | 70 | |
| New hires - Male | 849 | 581 | 601 | 70 | |
| New hires - Other markets | 115 | 86 | 71 | 70 | |
| New hires - Over 50 | 79 | 57 | 70 | 70 | |
| New hires - Overall | 1919 | 1190 | 1199 | 70 | |
| New hires - Under 30 | 820 | 437 | 422 | 70 | |
| Number of female employees | 5857 | 5679 | 5226 | 70 | |
| Number of male employees | 3986 | 3857 | 3596 | 70 | |
| Number of people who returned to work after parental leave (Female) | 178 | 71 | |||
| Number of people who returned to work after parental leave (Male) | 87 | 71 | |||
| Number of people who took parental leave (Female) | 214 | 71 | |||
| Number of people who took parental leave (Male) | 87 | 71 | |||
| Part time employees - Female | 86 | 69 | 40 | 70 | |
| Part time employees - Male | 38 | 19 | 8 | 70 | |
| Permanent contract employees - Female | 5791 | 5610 | 5171 | 70 | |
| Permanent contract employees - Hong Kong | 5434 | 5448 | 4981 | 70 | |
| Permanent contract employees - Mainland China | 3678 | 3369 | 3189 | 70 | |
| Permanent contract employees - Male | 3910 | 3787 | 3544 | 70 | |
| Permanent contract employees - Other markets | 589 | 580 | 545 | 70 | |
| Proportion of total workforce entitled to parental leave (Female) | % | 96.6 | 71 | ||
| Proportion of total workforce entitled to parental leave (Male) | % | 96.2 | 71 | ||
| Total number of employees | 9843 | 9536 | 8822 | 70 |
Employee turnover rate by gender, age group and geographical region.
| Indicator | Unit | 2019 | 2020 | 2021 | Report Pages |
|---|---|---|---|---|---|
| New hires rate - Aged 30-50 | % | 15.9 | 10.9 | 11.6 | 70 |
| New hires rate - Female | % | 18.8 | 11 | 11.7 | 70 |
| New hires rate - Hong Kong | % | 23.5 | 14.3 | 16.2 | 70 |
| New hires rate - Mainland China | % | 15.1 | 10 | 10.2 | 70 |
| New hires rate - Male | % | 21.9 | 15.4 | 17 | 70 |
| New hires rate - Other markets | % | 19.7 | 15 | 13.2 | 70 |
| New hires rate - Over 50 | % | 5.9 | 4 | 4.8 | 70 |
| New hires rate - Overall | % | 20 | 12.8 | 13.8 | 70 |
| New hires rate - Under 30 | % | 45.4 | 29.4 | 36.8 | 70 |
| Retention rate (Female) | % | 82.3 | 71 | ||
| Retention rate (Male) | % | 79.3 | 71 | ||
| Return to work rate (Female) | % | 91.8 | 71 | ||
| Return to work rate (Male) | % | 100 | 71 | ||
| Total employees retained 12 months after returning from parental leave (Female) | 246 | 71 | |||
| Total employees retained 12 months after returning from parental leave (Male) | 96 | 71 | |||
| Turnover - Aged 30-50 (Number) | 1030 | 71 | |||
| Turnover - Aged 30-50 (Rate %) | % | 17 | 71 | ||
| Turnover - Female (Number) | 946 | 71 | |||
| Turnover - Female (Rate %) | % | 18.4 | 71 | ||
| Turnover - Hong Kong (Number) | 1106 | 71 | |||
| Turnover - Hong Kong (Rate %) | % | 22.4 | 71 | ||
| Turnover - Mainland China (Number) | 496 | 71 | |||
| Turnover - Mainland China (Rate %) | % | 15.6 | 71 | ||
| Turnover - Male (Number) | 773 | 71 | |||
| Turnover - Male (Rate %) | % | 21.9 | 71 | ||
| Turnover - Other markets (Number) | 117 | 71 | |||
| Turnover - Other markets (Rate %) | % | 21.7 | 71 | ||
| Turnover - Over 50 (Number) | 184 | 71 | |||
| Turnover - Over 50 (Rate %) | % | 12.7 | 71 | ||
| Turnover - Overall (Number) | 1719 | 71 | |||
| Turnover - Overall (Rate %) | % | 19.8 | 71 | ||
| Turnover - Under 30 (Number) | 505 | 71 | |||
| Turnover - Under 30 (Rate %) | % | 44 | 71 |
Number and rate of work-related fatalities occurred in each of the past three years including the reporting year.
| Indicator | Unit | 2021 | Report Pages |
|---|---|---|---|
| High consequence work-related injuries - Hong Kong (Rate) | 0.16 | 71 | |
| High consequence work-related injuries - Hong Kong (Total) | 8 | 71 | |
| High consequence work-related injuries - Overall (Rate) | 0.09 | 71 | |
| High consequence work-related injuries - Overall (Total) | 8 | 71 | |
| Recordable work-related injuries - Hong Kong (Rate) | 0.1 | 71 | |
| Recordable work-related injuries - Hong Kong (Total) | 5 | 71 | |
| Recordable work-related injuries - Mainland China (Rate) | 0.09 | 71 | |
| Recordable work-related injuries - Mainland China (Total) | 3 | 71 | |
| Recordable work-related injuries - Other markets (Rate) | 0.36 | 71 | |
| Recordable work-related injuries - Other markets (Total) | 2 | 71 | |
| Recordable work-related injuries - Overall (Rate) | 0.11 | 71 | |
| Recordable work-related injuries - Overall (Total) | 10 | 71 |
Lost days due to work injury.
| Indicator | Unit | 2021 | Report Pages |
|---|---|---|---|
| Lost days due to work related injury - Hong Kong | 578 | 71 | |
| Lost days due to work related injury - Mainland China | 169 | 71 | |
| Lost days due to work related injury - Other markets | 2 | 71 | |
| Lost days due to work related injury - Overall | 749 | 71 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Indicator | Unit | 2021 | Report Pages |
|---|---|---|---|
| Branches reached satisfactory level (for two consecutive years) | 100% | 44 |
Number of products and service related complaints received and how they are dealt with.
| Indicator | Unit | 2017 | 2018 | 2019 | 2020 | 2021 | Report Pages |
|---|---|---|---|---|---|---|---|
| Digital customer satisfaction | 81% | 44 | |||||
| NPS of BEA Hong Kong | 12 | 44 | |||||
| Number of complaints (received) | 1957 | 2292 | 2409 | 3194 | 3381 | 44 | |
| Number of complaints (substantiated) | 162 | 277 | 336 | 207 | 312 | 44 | |
| Number of compliments | 1170 | 1628 | 2201 | 6010 | 10211 | 44 |
Description of consumer data protection and privacy policies, and how they are implemented and monitored.
| Indicator | Unit | 2021 | Report Pages |
|---|---|---|---|
| BEA credit cardholders adopted e-statements | 93% | 59 | |
| Staff in Hong Kong switched to MPF e-statement service | 37% | 59 |
The types of emissions and respective emissions data.
| Standard Indicator | Unit | 2019 | 2020 | 2021 |
|---|---|---|---|---|
| Airborne Particulate Matter (PM) Emissions | kilograms (kg) | 121.6 | 59.66 | 58.08 |
| NOₓ Emissions | kilograms (kg) | 1543.04 | 712.36 | 695.46 |
| SOₓ Emissions | kilograms (kg) | 9.61 | 7.3 | 6.95 |
Direct (Scope 1) and energy indirect (Scope 2) greenhouse gas emissions (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2019 | 2020 | 2021 |
|---|---|---|---|---|
| Direct GHG Emissions (Scope 1) | tonnes CO2e | 6046.85 | 3471.32 | 4795.49 |
| Indirect Energy Emissions (Scope 2) | tonnes CO2e | 31595.05 | 30749.44 | 27077.59 |
| Scope 3 GHG Emissions (Business Travel) | tonnes CO2e | 287.8 | ||
| Total GHG Emissions | tCO2e | 37641.9 | 34220.76 | 31873.08 |
| Total GHG Emissions Intensity (By Area) | tonnes CO2e/m² | 0.18 | 0.17 | 0.15 |
Total hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2020 | 2021 |
|---|---|---|---|
| Hazardous Waste (Electronic and IT Equipment) | tonnes | 12.43 | 0.41 |
| Hazardous Waste Recycled | tonnes | 12.43 | 0.41 |
| Total Hazardous Waste | tonnes | 12.43 | 0.41 |
Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2020 | 2021 |
|---|---|---|---|
| Non-Hazardous Waste Incineration | tonnes | 35.18 | 35.66 |
| Non-Hazardous Waste Landfilling | tonnes | 192.99 | 245.81 |
| Non-Hazardous Waste Recycled | tonnes | 491.46 | 430.8 |
| Paper Waste | tonnes | 487.98 | 424.25 |
| Total Non-Hazardous Waste Intensity (By FTE) | kg per full-time employee | 51.17 | 48.35 |
Description of emissions target(s) set and steps taken to achieve them.
| Standard Indicator | Unit | 2020 | 2021 | 2030 |
|---|---|---|---|---|
| GHG Emissions Reduction Percentage Compared to Last Year | % | 9.1 | 15.3 | |
| Target Scope 1 and 2 Emissions Reduction Percentage by 2030 Compared to 2019 | percent | 32 |
Description of how hazardous and non-hazardous wastes are handled, and a description of reduction target(s) set and steps taken to achieve them.
| Standard Indicator | Unit | 2021 |
|---|---|---|
| Non-Hazardous Waste Intensity Reduction Percentage Compared to Last Year | percent | -22.8 |
Direct and/or indirect energy consumption by type (e.g. electricity, gas or oil) in total (kWh in '000s) and intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2019 | 2020 | 2021 |
|---|---|---|---|---|
| Energy Consumption Intensity (By Area per Year) | GJ/m² | 0.81 | 0.71 | 0.76 |
| Purchased Electricity | GJ | 161156.73 | 157043.88 | 153585.29 |
| Total Energy Consumption | GJ | 185516.05 | 175799.27 | 170536.51 |
| Total Non-Renewable Fuel Consumption | GJ | 24359.32 | 18755.39 | 17982.7 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2019 | 2020 | 2021 |
|---|---|---|---|---|
| Municipal Water Consumption | m³ | 83372.87 | 104533.89 | 113581.68 |
Description of energy use efficiency target(s) set and steps taken to achieve them.
| Standard Indicator | Unit | 2021 |
|---|---|---|
| Energy Consumption Reduction Percentage Compared to Last Year | % | 3 |
Total packaging material used for finished products (in tonnes) and, if applicable, with reference to per unit produced.
| Standard Indicator | Unit | 2019 | 2020 | 2021 |
|---|---|---|---|---|
| Packaging Material Consumption (Paper) | tonnes | 462.51 | 427.75 | 386.88 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Standard Indicator | Unit | 2019 | 2020 | 2021 |
|---|---|---|---|---|
| Number of Employees Aged 30-50 | 6480 | 6464 | 6105 | |
| Number of Employees Aged Above 50 | 1439 | 1503 | 1513 | |
| Number of Employees Aged Below 30 | 1924 | 1569 | 1204 | |
| Number of Female Employees | 5857 | 5679 | 5226 | |
| Number of Full-time Employees | 9719 | 9448 | 8774 | |
| Number of Full-time Employees (Female) | 5771 | 5610 | 5186 | |
| Number of Full-time Employees (Male) | 3948 | 3838 | 3588 | |
| Number of Male Employees | 3986 | 3857 | 3596 | |
| Number of New Employees | 1919 | 1190 | 1199 | |
| Number of New Employees (Above 50) | 79 | 57 | 70 | |
| Number of New Employees (Aged 30-50) | 1020 | 696 | 707 | |
| Number of New Employees (Aged Below 30) | 820 | 437 | 422 | |
| Number of New Employees (Female) | 1070 | 609 | 598 | |
| Number of New Employees (Hong Kong) | 1249 | 766 | 802 | |
| Number of New Employees (Mainland China) | 555 | 338 | 326 | |
| Number of New Employees (Male) | 849 | 581 | 601 | |
| Number of New Employees (Overseas) | 115 | 86 | 71 | |
| Number of Part-time Employees | 124 | 88 | 48 | |
| Number of Part-time Employees (Female) | 86 | 69 | 40 | |
| Number of Part-time Employees (Male) | 38 | 19 | 8 | |
| Number of Temporary Workers | 154 | 149 | 138 | |
| Number of Temporary Workers (Female) | 66 | 69 | 55 | |
| Number of Temporary Workers (Male) | 76 | 70 | 52 | |
| Number of Total Employees | 9843 | 9536 | 8822 | |
| Percentage of Employees Aged 30-50 | % | 65.84 | 67.82 | 69.23 |
| Percentage of Employees Aged Above 50 | % | 14.62 | 15.76 | 17.15 |
| Percentage of Employees Aged Below 30 | % | 19.55 | 16.45 | 13.65 |
| Percentage of Female Employees | % | 59.5 | 59.55 | 59.22 |
| Percentage of Full-time Employees | % | 98.74 | 99.08 | 99.46 |
| Percentage of Male Employees | % | 40.5 | 40.45 | 40.78 |
| Percentage of New Employees | % | 19.5 | 12.48 | 13.6 |
| Percentage of Part-time Employees | % | 1.26 | 0.92 | 0.54 |
| Percentage of Temporary Workers | % | 1.56 | 1.56 | 1.56 |
Employee turnover rate by gender, age group and geographical region.
| Standard Indicator | Unit | 2021 |
|---|---|---|
| Employees still Employed 12 Months after Return to Work (Female) | 246 | |
| Employees still Employed 12 Months after Return to Work (Male) | 96 | |
| Turnover Rate of Employees Aged 30-50 | % | 17 |
| Turnover Rate of Employees Aged Above 50 | % | 12.7 |
| Turnover Rate of Employees Aged Below 30 | % | 44 |
| Turnover Rate of Employees in Hong Kong | % | 22.4 |
| Turnover Rate of Employees in Mainland China | % | 15.6 |
| Turnover Rate of Employees in Overseas | % | 21.7 |
| Turnover Rate of Female Employees | % | 18.4 |
| Turnover Rate of Male Employees | % | 21.9 |
| Turnover Rate of Total Employees | % | 19.8 |
Lost days due to work injury.
| Standard Indicator | Unit | 2021 |
|---|---|---|
| Lost Days Due to Work-related Injuries | days | 749 |
| Lost Days Due to Work-related Injuries (Hong Kong) | days | 578 |
| Lost Days Due to Work-related Injuries (Mainland China) | days | 169 |
| Lost Days Due to Work-related Injuries (Overseas) | days | 2 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Standard Indicator | Unit |
|---|---|
| Percentage of Employees Trained | % |
Number of products and service related complaints received and how they are dealt with.
| Standard Indicator | Unit | 2017 | 2018 | 2019 | 2020 | 2021 |
|---|---|---|---|---|---|---|
| Complaint Growth Rate | % | 17.1 | 5.1 | 32.6 | 5.9 | |
| Total Number of Customer Complaints | 1957 | 2292 | 2409 | 3194 | 3381 |