Telenor's Ethical code of conduct

THE TREND SETTERS 1

TABLE OF CONTENTS

Chapter Page

Table of Contents ..................................................................................................... 1 Telenor Pakistan (Introduction) .............................................................................. 2 History ...................................................................................................................... 3 Hierarchy Diagram of Telenor Pakistan .................................................................. 4 Seven Layers Communication Hierarchy ............................................................... 5 Organizational Culture ............................................................................................. 6 Policies of Telenor ................................................................................................... 7 Policies for Employees ...........................................................................................10 Telenor’s Code Of Conduct ....................................................................................13 Evaluation ................................................................................................................22 Conclusion ..............................................................................................................22 Recommendations ..................................................................................................23 REFRENCES OR BIBLIOGRAPHY .........................................................................24

THE TREND SETTERS 2

TELENOR PAKISTAN

Introduction:

Telenor is emerging as one of the fastest growing service providers of mobile communications

services worldwide. Telenor is also the largest service provider of TV services in the Nordic

region. Telenor is organized into three business areas; Mobile operations covering 12 countries,

and Fixed-line and Broadcast services covering the Nordic region.

They have More than 129 million mobile subscriptions worldwide.

Strong position in the growing Scandinavian market for broadband services.

Largest provider of television and broadcast services in the Nordic region.

Revenues: NOK 91.1 billion.

Workforce: 33,500.

Listed in Oslo Stock Exchange.

Vision

Our vision1 is simple: We're here to help. We exist to help our customers get the full benefit of

communications services in their daily lives. The key to achieving this vision is a mindset where

every one of us works together: Making it easy to buy and use our services. Deliver on our

promises. Inspire people to find new ways. We believe in four core values2

Make it Easy for people.

Keep Promises.

Be Inspiring.

Be Respectful.

1 A picture of a company in the future but it’s so much more than that. Your vision statement is your inspiration.

2 Operating philosophy or principles that guide an organization’s internal conduct as well as it’s relationship with the

external word.

THE TREND SETTERS 3

History

For over 150 years, telecommunications has played a vital part in the development of

modern society. As the present provider, Telenor has been the driving force in the

development of a highly difficult home market and is now one of the largest mobile

operators worldwide

Journeys of Logo:

Telenor in Pakistan

Launch:

Telenor get the License for providing GSM services in Pakistan in April 2004. Firstly they

launched their services in selected 15 cities after 1 month they expand their business in

other cities also.

The official opening of Telenor cellular company was held in Islamabad with the

President of Pakistan General Pervez Musharraf as the guest of honor and a Telenor

delegation3 headed by CEO Telenor Jon Fredrik Baksaas along with CEO Telenor

Pakistan Tore Johnson. The inauguration call was made by President Pervez Musharraf

to the Prime Minister of Norway.

3 The assignment to others of the authority for particular functions, tasks and decisions

THE TREND SETTERS 4

Hierarchy Diagram of Telenor Pakistan

CEO

Chief Finance Officer/ Vice President Finance

Division

Business Planning &

FinanceAccounts

ProcurementTreasury and

Financial Operations

Revenue Assurance &

Fraud Management

Audit and Internal Control

Credit Control

Chief Information Officer Vice

President IT Division

Business Support System

IT Operations

IT Security

Chief Technical Officer Vice

President Technical Division

Network Planning &

Design

Implementation

Operations & Maintenance

Real Estate & Site Acquisition

Chief Marketing Officer Vice

President Commercial Division

Sales & Distribution

Marketing

Customer Relations

Segments & Pricing

Products & Platforms

Vice President Strategy

Executive Vice President

Corporate & Regulatory Affairs

Regulatory & Interconnect

Legal Affairs

Public & Government

Affairs

Corporate Communicatio

ns

Vice President Human Capital

Division

People Excellence &

Business Process

Improvement

Safety and Security

Organizational Support Services

THE TREND SETTERS 5

Seven Layers Communication hierarchy

Seven layers do not concerns in Communication or motivation problems due to the open

culture. There is no example of de-motivation even if in certain areas like Customer Relationship

Department or Customer Service Centre different customer inquiries and complaints can raise

frustration levels. Managers in these departments interfere to solve problems.

CEO

Vice Presidents

Directors

Managers

Assistant Managers

Executives

Officers

THE TREND SETTERS 6

Organizational Culture

As far as Telenor internal culture is considered the employees are really very satisfied with the

Telenor’s norms and values. It is one of the major reasons that the turn over rate of this

organization is very low. By conducting the survey of the sales employees in Telenor, we come

to know that 90% of the employees of Telenor took the Training most effective. The major

aspects of Telenor’s culture which supports the its objectives are

It owned a flat structure so the communication among employees is very good.

Hierarchy of the organization is well managed and there exist no fear between

subordinate and boss which give rise to the confidence in employees.

There is a vertical communication as well as horizontal communication exists among the

employees of Telenor which supports its objectives of being EEO organization.

Training is the necessary components for all the employees from CSR (customer

services representative) to CEO (chief Executive officer)

THE TREND SETTERS 7

Policies of Telenor

Corporate Social Responsibility (CSR):

Telenor Pakistan acts responsibly and respectfully towards the people and authorities in

different societies and aims to contribute to social and economic development in the local

market. This is the essence of our commitment to Corporate Responsibility.

We take seriously the social, ethical and environmental impact of our products and services. We

place emphasis on making sure that the communities in which we operate see Telenor

Pakistan's as a good citizen with genuine ambitions to contribute to social and economic

development. We give our employees reasons to be proud of the way Telenor Pakistan's

demonstrates Corporate Responsibility.

Emergency Response Program:

In order to respond immediately and effectively to emergencies/disasters, which may occur in

Pakistan, Telenor Pakistan has launched an Emergency Response Program. Regional Go-

Teams (consisting of Telenor Pakistan employees) have been trained to extend support and

timely intervention if and when needed, free of cost. The type of emergencies that these Go-

Teams will respond to include all natural disasters, such as earthquakes, floods, air/rail/road

accidents etc.

Especially trained Go-Teams:

move into the affected area

align with emergency teams on site

set up an alternate mode of communication

arrange to provide high-energy food items

medication

blood donations (when required)

THE TREND SETTERS 8

Community Support:

Dua Foundation:

DUA aims at providing support to a hundred earthquake orphans...

Telecom Features:

Telenor Pakistan launched Telecom Futures in collaboration with Nokia, Siemens, and

TEVTA (Technical Education & Vocational Training Authority)

Apna PCO:

Apna PCO, a unique community pilot project aims at bringing access to the most

disadvantaged rural communities in the country.

Naya Qadam:

Telenor Pakistan in collaboration with Disabled Welfare Association (DWA) -- one of the

country's foremost welfare organizations for the disabled – launched its Naya Qadam

project on 3rd December 2007.

Meri Helpline:

Our Corporate Responsibility unit launched 'Meri Helpline' emergency phone service in a

ceremony held in Karachi recently. The project aims to help street children by offering

the first of its kind emergency phone service where children in distress can call and seek

expert help.

Blood Donation:

Telenor Pakistan and the Pakistan Red Crescent Society (PRCS) launched Pakistan’s

first-ever mobile blood donor service, whereby donors with Telenor Pakistan’s mobile

connections will be able to register themselves in a blood donor database via SMS or

Web.

THE TREND SETTERS 9

Environmental Sustainability:

Environmental awareness:

Telenor Pakistan have a limited impact on the environment compared to other

industries of similar size. Nevertheless, we are still systematically working to

reduce our own environmental impact and working at rolling out our network with

a socially responsible approach.

Global Countdown:

Global Countdown (GC) was conceived by Telenor ASA with the aim of building

young people's communication and ICT know-how through an exciting role-play

game. Telenor Pakistan introduced Global Countdown as a part of their strategy

to reach out for schools and create awareness among students of their

environmental responsibilities.

Radiation Research:

Current research has not come up with anything to suggest that current mobile

phone systems affect people's health, but we still cannot rule out the possibility

that they might do so. Radiation from mobile systems has nothing to do with

radioactive radiation. In this context, radiation refers to the radio waves emitted

from mobile phones and mobile antennas.

THE TREND SETTERS 10

Policies for Employees

Why Join Telenor:

Telenor offers exciting and challenging careers with competitive pay, excellent benefits and

exceptional advancement opportunities. We care about our employees and provide them with a

relaxed and enriching working environment. Our training and further education programs ensure

a high professional standard amongst our employees. We believe that a talented and loyal

workforce plays a crucial role in the organization’s ongoing business success. We strongly hope

that after joining Telenor you will become an enthusiastic and valuable member of our family.

Equal opportunities for all:

Telenor maintains a policy of non-discrimination towards all employees and applicants for

employment. All aspects of employment with Telenor are governed by merit, competence,

suitability and qualifications, and will not be influenced in any manner by gender, age, race,

color, religion, national origin or disability. Today, our workforce proves that; with 18% women

working at all levels in the organization, both foreign and local educational backgrounds

Career Management Workshop:

The most important aspect of this workshop is the Student Excellence Program SEP conducted

by Telenor Pakistan's recruitment team. SEP is an extremely interactive session where the

recruitment team discusses in detail giving real life examples of 'do's and don'ts of CV writing

and interviews'. Mock interview is an integral aspect of this session and to date has received

very warm response from the audiences. Also this session is for all interested students

irrespective of their year of enrollment!


Shaping the Professionals tomorrow:

Shaping the Professionals of Tomorrow will inform students, potential employees and potential

customers about the work culture at Telenor Pakistan, our career management workshops, our

internships program, and the diversity and dynamism of our work force. The show also focuses

on generic areas, such as career counseling to better prepare students for their future pursuits.

Telenor Pakistan Divide it’s program into Six Different categories.

Program 1:

The first program was on the much talked about working culture at Telenor

Pakistan.

Program 2:

The second program is on Stress Management at Telenor Pakistan.

Program 3:

3rd program is about Human Capital Development at Telenor Pakistan.

Program 4:

Career Counseling For Technical, IT and Commercial.

Program 5:

Training program as an equal opportunity for Employer.

Program 6:

the company’s Internship program, widely known as ‘Telenor Pakistan

Ambassador Program.


On Campus Management Trainee:

Telenor Pakistan successfully launches its ‘On Campus Management Trainee Program’ Another

step towards developing the future human capital of Pakistan. This program has been specially

designed to depart corporate learning’s to the students while they continue with their studies. It

engages them for almost a year, during which they will be trained and evaluated by senior

professionals of Telenor Pakistan. The end result being confident and polished graduates, ready

to take challenges head on, of the competitive job market ahead of them

To become Telenor on Campus Management Trainee, the students have to go through

a series of rigorous short listing rounds before they are selected. Right now this program has

only been launched in Bahauddin Zakariya University Multan and is yet to be launched in other

universities of Pakistan.


Telenor Code of Conduct

1- General Guidelines:

Corporate Responsibility is about more than avoiding contravention of any law; they are about

how we behave towards each other and the outside world. Everybody associated with Telenor

Pakistan is responsible for following the rules and guidelines that build on Telenor Pakistan's

basic values and that form attitudes we can be proud of. At Telenor Pakistan, we want everyone

to be involved in this and help create a sound corporate culture based on satisfaction and

security.

Telenor Pakistan's guidelines for Corporate Responsibility apply to members of the board of

directors, managers and other employees of Telenor Pakistan as well as others acting on behalf

of Telenor Pakistan. It is the line managers' responsibility to make sure everybody is aware of,

and complies with, these guidelines. As a Telenor Pakistan employee, it is your duty to read and

follow the guidelines. Those who infringe Telenor Pakistan's rules and guidelines must be

prepared to face the consequences that are in line with the infringement's type and scope.

It is Telenor Pakistan's policy to comply with all applicable laws and governmental rules and

regulations. It is the personal responsibility of each to adhere to the standards and restrictions

imposed by those laws, rules and regulations, including those relating to accounting and

auditing matters.

Human Worth:

Telenor Pakistan supports the international human rights as outlined by the UN

declaration and conventions. No one shall in any way cause or contribute to the

violation or circumvention of human rights. We place great importance on

ensuring the compliance with employees' basic human rights as outlined in the

International Labor Organization’s core conventions


Working Environment:

Telenor Pakistan shall be a professional and positive workplace with an inclusive

working environment. Therefore, you shall behave with respect and integrity

towards anyone you come into contact with through your work. You shall help

create an environment free from any discrimination, be it due to religion, skin

color, gender, sexual orientation, age, nationality, race or disability and free from

bullying, harassment or similar. We do not tolerate any behavior that can be

perceived as degrading or threatening.

Health & The environment:

Telenor Pakistan shall be a pioneer in the field of health, safety and environment

so as to promote high levels of satisfaction and good health. You share a

responsibility for achieving this goal.

Loyalty, impartiality and conflict of interests:

Telenor Pakistan respects the individual employee's right to a private life and

private interests, but demands openness and loyalty to the group and the group's

interests. You shall not take actions or have interests that make it difficult to

perform your work objectively and effectively. Service to Telenor Pakistan should

never be subordinated to personal gain and advantage. Conflicts of interest

should, wherever possible, be avoided. You shall never take part in or attempt to

influence a decision or settlement if there is a conflict of interest or other

circumstances exist, which could give grounds to question one's impartiality.

Conflicts of interest could involve, but are not limited to, customers, suppliers,

contractors, present or prospective employees, competitors or outside business

activities. Anything that would present a conflict for you would likely also present

a conflict if it is related to a member of your family. Should a conflict of interest

arise you shall on your own initiative evaluate and notify your immediate superior

of your partiality or the conflict of interest.


Confidentiality:

Every employee in the group has a duty of confidentiality by law and written

agreement. You shall keep confidential all corporate and other matters that could

provide third parties unauthorized access to confidential information, and

exercise caution when discussing internal affairs so as to avoid being overheard

by unauthorized persons. The duty of confidentiality also applies after the

conclusion of employment or contractual relationship with Telenor Pakistan for as

long as the information is considered to be of a sensitive nature or in any other

way confidential.

Protection of personal data:

Telenor Pakistan's processing of Personal Data shall be subject to the care and

awareness which is required according to law and regulations and relevant for

information that might be sensitive, regardless whether the data refer to

customers, employees or others. Processing of personal data should be limited

to what is needed for operational purposes, efficient customer care, relevant

commercial activities and proper administration of human resources.

Intellectual property:

Intellectual property such as know-how, methodology, concepts and ideas are

important to Telenor Pakistan's success in the market. If you are involved with

the group's intellectual property you shall protect and administer it in the interest

of the group. You shall also respect the intellectual property rights of others and

seek to avoid contravention of such rights. Unless otherwise specified by law or

orders from public authorities, you shall not make corporate secrets or other

important information available to unauthorized persons before obtaining a

signed confidentiality agreement from each of those persons.


Property and assets:

Telenor Pakistan's property and assets, e.g. buildings and equipment, shall be

managed and safeguarded in an appropriate manner. You shall observe the

group's security requirements concerning access to and use of the group's

facilities, IT resources and access to electronic resources and documents. The

group's equipment and property may only be used for personal purposes if

agreed in connection with the employment or as a result of Telenor Pakistan's

rules and guidelines.

Nature and the environment:

Telenor Pakistan shall be a pioneer regarding environmental protection, by

minimizing environmental damage and by developing, promoting and utilizing

environmentally friendly technology. You shall bear in mind the environmental

effects work-related activities have on nature and the environment and shall

choose environmentally friendly solutions as far as this is possible.

Information that may affect the stock price:

As a publicly listed company, Telenor Pakistan is subject to strict rules

concerning the handling of non-public information that may affect the market

price of Telenor Pakistan shares and other financial instruments issued by

Telenor Pakistan. In this context, the deciding factor is how a normal investor

would have reacted to this information if it had been included in that investor's

decision making.

If you have such information about Telenor Pakistan, it is your responsibility to

prevent access to it by unauthorized persons and/or disclosure before it has

been received by the stock exchange and made available through the stock

exchange's information system, or before the information ceases to be sensitive.


If you have or receive information that may affect the stock price, you shall not

trade in the financial instrument/share before the information has been made

public or ceases to be sensitive. You must not provide such information to

anyone, directly or indirectly, except those who have a real need for the

information in order to perform their duties on behalf of Telenor Pakistan.

If you are in doubt as to whether you have quotation sensitive information or how

you should act, ask for advice from the Compliance Officer as soon as possible.

Information, communication and contact with the media:

All information from Telenor Pakistan shall be reliable and correct, and maintain

high professional and ethical standards. All of those who, through their work, deal

with information are responsible for meeting these standards. Communication

with the media, the public and the financial markets shall take place in

accordance with established guidelines and routines and satisfy the regulations

and practice applicable to publicly listed companies.

Expertise and authority:

All decisions shall be made at the appropriate level in accordance with the

applicable regulations concerning authority. You may only obligate a company

vis-à-vis others if you hold such special authority, and you must at all times keep

within the limits of your authority

Accounting:

Telenor Pakistan's accounting shall ensure that all transactions are correctly

registered in accordance with Norwegian law and good accounting practice. You

shall follow the group's regulations concerning the registration of transactions

and proper documentation and you share a responsibility for ensuring that

business transactions are fully and correctly reported and documented, and in

accordance with applicable accounting practices. The annual accounts and

interim accounts shall be in accordance with the law, IFRS and good accounting

practice.


Reporting & Disclosure:

Telenor Pakistan's reporting shall in all material respects comply with applicable

laws and regulations and be full, fair, accurate, timely and understandable.

If you are involved in Telenor Pakistan's disclosure process you are required to

be familiar and comply with Telenor Pakistan's disclosure controls and

procedures and internal controls over financial reporting, to the extent relevant to

your responsibility, so that Telenor Pakistan's public reports and documents filed

with Oslo Børs and the US Securities and Exchange Commission (SEC) and

other public communications comply in all material respects with applicable laws

and regulations.

Internal control:

Telenor Pakistan shall have good internal controls that ensure that the group's

goals and strategies are fulfilled and complied with. Internal controls shall ensure

that the business processes are at all times efficient and carry an acceptable

level of risk, that physical and intangible assets are safeguarded and utilised, that

financial information is correct and timely, and that laws, regulations and

guidelines are followed. Internal controls are the responsibility of management,

but the individual employees also share this responsibility


2- Relations with Customers, Suppliers, Competitors and Public authorities:

Customers shall be met with insight, respect and understanding. You shall always try to fulfil the

needs of the customer in the best possible manner, within the guidelines for Corporate

Responsibility that apply to the business. Customer's personal information shall be protected in

accordance with the relevant laws on protection of personal data.

Suppliers shall be treated impartially and justly. Suppliers in competition for contracts with

Telenor Pakistan shall at all times be able to trust Telenor Pakistan's selection processes. When

selecting suppliers you shall therefore follow the group's established guidelines and routines at

all times.

Telenor Pakistan's competitiveness in the market is based on good products and services at the

right price. You shall always meet the group's competitors in an honest and professional

manner.

Public authorities shall be met in an appropriate and open manner. Public information about the

Group shall only be supplied by Telenor Pakistan's management or by the person responsible

for public communications, unless otherwise agreed.

Competition:

Telenor Pakistan wants fair and open competition in all markets, both nationally

and internationally. Under no circumstances shall you cause or be part of any

breach of general or special competition regulations, such as illegal cooperation

on pricing, illegal market sharing or any other behavior that is in breach of

relevant competition laws.


Corruption and bribery:

Telenor Pakistan is firmly opposed to all forms of corruption. You shall never

offer or accept illegal or inappropriate monetary gifts or other remuneration in

order to achieve business or personal advantages for yourself or others. Nor

shall you use agreements with middlemen to channel payment to anyone in such

a way that may be interpreted as corruption.

Gifts and business courtesies:

You shall always exercise caution in relation to offering or accepting gifts and

business courtesies. You shall not accept gifts or other remuneration if there is

reason to believe that its purpose is to influence business decisions. If in doubt,

always consult your immediate superior.

Money laundering:

Telenor Pakistan is firmly opposed to all forms of money laundering and shall

take steps to prevent its financial transactions from being used by others to

launder money.


3- Relations to Employees Private interests and Actions:

As an employee of Telenor Pakistan you shall not hold another position or carry out work for

others during working hours without prior express written permission from your superior.

Duty, positions and ownership of external businesses:

Engagements in external duties and positions are positive, but their scope or

type must not affect your working relationship with Telenor Pakistan or come into

conflict with Telenor Pakistan's business interests. Board duties, consultancy for

or ownership of customers', suppliers', joint-venture partners' or competitors'

businesses as well as duties and positions of a scope or nature that can affect

your working relationship with Telenor Pakistan shall be expressly agreed in

writing in advance by your immediate superior.

Political activity:

Telenor Pakistan does not give support to political parties, either in the form of

direct financial support or paid working time. Employees who take part in political

activities will be granted leave from their work in accordance with the law and any

agreements.

4- Reporting and Accountability:

Should you become aware of an infringement of Telenor Pakistan's rules and guidelines, you

should raise this issue with your immediate superior. If this is not possible you should report the

infringement directly to the Compliance Officer. Incidents may be reported confidentially to the

Compliance Officer if desired. Failure to do so is itself a breach of this Code.


Evaluation:

Telenor Pakistan is one of the best and well organized cellular company in Pakistan. While we

were Involved in making a project on their Ethical Policies, procedures, code of conducts etc we

examines their Actual strength is Empowerment. Their Employees are free to discuss anything

about the new innovations. Their Top to Bottom management is fully functional and aware

what’s going out there between the employees. They appreciate all the good ideas from

anywhere it came from.

Telenor’s employees strictly follow their policies & procedures. And respects the rules &

Regulations implied from the Organization. They know their limits in which they are ask to work.

Organization’s policies, code of conducts are fully functional and organized. Their hierarchy is

the Best Example of how the Whole management works like a team.

Conclusion

Telenor is the company which does such great innovation in short period and cover the most

area of Pakistan with its leading strategies. Telenor introduce a great number of services in

Pakistan which are cost effective and easily. Telenor use its advertising as a basic tool to make

itself prominent in a Pakistani mobile market as Telenor has high advertising cost rate. Telenor

has its competitors with it but it keeps doing good innovation to capture the market in Pakistan

and get success.


Recommendations

In Pakistan, Telenor has educated a good image not only in its employees but towards the

customers as well. On the whole the policies of the companies are employees friendly,

that’s why people love to work here, beside this life at Telenor is very active, one of the

important character of Telenor is to provide its employees the complete growth

opportunities which motivate and encourage the employees to be the part of this prestigious

organization. As far as our study is concerned we found its Ethical policies & procedures &

code of conduct much effective, but as the room for improvement is always there so, we will

recommend some of the important things which will definitely helpful for the Telenor

Make a check & Balance criteria in all the Departments

Evaluate the daily based employee performance

Motivate their employees by giving them Allowances

Yearly based Tours for regaining the focus in the job


BIBLIOGRAPHY

Head Office:

13-K, Moaiz Center, F-7 Markaz Islamabad.

WEBLOGRAPHY

www.Google.com

www.telenor.com.pk

Documents

Telenor's Ethical code of conduct