How we work The KPN code of conduct
Simply close by
1
About this code of conduct
2
The three core values of KPN
3
The KPN code of conduct in practice
4
The company code of conduct and the subcodes
10
Compliance with the KPN code of conduct
11
‘The core values reflect how we want to be rather than how we are.’
How we workThe KPN code of conduct We offer our customers simple products and
shareholders, business partners, and regulatory
services along with personal attention. And we
authorities. Living up to our core values requires
want our customers to trust our products and
personal responsibility from each one of us. And
services. This is why ‘simplicity,’ ‘personal
we talk to each other about this where
approach,’ and ‘trust’ are our core values. The
necessary. After reading about our code of
basis of these core values starts with us - always
conduct, you will have a better understanding of
and everywhere. The company code of conduct
the meaning of our three core values and how
explains the way in which we apply and live up
you can apply them in practice. I wish you every
to these three core values within our
success.
organization. Everything we do influences the relationship with our customers. If we live up to
Yours faithfully,
our core values, our customers will be satisfied. The same is true for our relationships with
Eelco Blok
The KPN code of conduct
About this code of conduct What is a code of conduct?
recognized by the world around us.
Just as a country has a legal code and a family conduct. The code of conduct is a collection of
How does this code of conduct work?
agreements, points of view, and guidelines that
This code of conduct applies to all KPN
apply within the company, to regulate contact
employees. The code of conduct is there to
with others both in and outside the company.
ensure that everyone knows what is and is not
has its own house rules; a company has a code of
possible, what is and is not done, and what is
Why have a code of conduct?
and is not permitted. We call each other to
The world of KPN has much in common with
account on this, at all levels within our
many parts of society. Not just employees but
organization. And we should realize that those
also customers, suppliers, shareholders,
who do not adhere to the code of conduct, risk
governments, and all other parties who are
the imposition of sanctions.
involved in any way with our business activities
The rules and sanctions arising from the code of
are also part of the world of KPN and of society.
conduct are further described per subcode. The
It is important that within KPN we all operate by
code of conduct and the subcodes can be found
the same standards. The code of conduct
on the TEAM KPN homepage under ’code of
describes the standards that we operate by in our
conduct’.
daily business within KPN. The code of conduct ensures that those standards are easily
How we work
The three core values of KPN KPN cannot function without technology, but we
will make it easy for the customer to understand.
do want our customers to enjoy this technology.
In order to achieve this in practice, we treat each
We want our customers to feel that their world is
other as we would treat our customers.
always close by thanks to our products and
We search for solutions to each other’s problems.
services. And to achieve this, it is essential that
We know that we can rely on each other and we
the ultimate aim of everything we do is to serve
work accordingly. This also means that we treat
our customers. After all, without our customers
each other personally, we do not consider each
we would not be here. Customer focus is not a
other as just a representative of a position, but as
gimmick, it has to be embedded in our genes and
colleagues. When working together we always
in our culture; only then can we live up to the
endeavor to provide insight and simplicity. Our
expectations of our customers - or even better,
processes are clear and we can see each
we exceed them.
neighboring link in the process chain. This improves our level of service by leaps and
Our solutions have to fulfill the wishes of our
bounds.
customers. This creates trust. In doing so we do not see our customers as numbers, but must
To live up to our standards we have defined three
instead always treat them personally. And
core values that guide all aspects of
because we know that our customers do not
KPN’s business, these are:
want to get frustrated by the limitations of bits and bytes, or by the complexity of telecoms
• Simplicity
technology, we strive for simplicity. However
• Personal approach
complicated the technology may be, at KPN we
• Trust
••Simplicity
••Personal approach
••Trust
We want to help people communicate more and more easily. Technology is our means, but we make sure that the customer never thinks that it is too technical or too complicated. We are constantly looking for innovative products and services that are exceedingly easy to use. Our processes are simple and we make clear jargon-free statements that everyone can understand. By doing this, everyone can take advantage of our innovative opportunities.
We want to be available and approachable for our customers. For this reason we are honest, open, and explicit. We listen well and we readily investigate our customers’ and colleagues’ requirements and questions. If someone has a problem, then we feel that it is our responsibility to find a solution and to take the initiative. And if something goes wrong, we do not hide behind rules or procedures but instead we solve the problem together. This energetic and pleasant way of working means that we offer what the customer wants.
We want to meet expectations. This is apparent from the quality of our products and services. The customer can rely on this, just as he can rely on our honorable way of doing business. In our dealings with each other we are also just as reliable and focused on the customer. We fulfill our promises and we are not afraid to call each other to account where necessary. This is the only way that we can work together in an atmosphere of mutual trust on innovative, user-friendly products and services that allow us to exceed the customer’s expectations.
The KPN code of conduct
The KPN code of conduct in practice The code of conduct guides the way we at KPN deal with the world around us. This can mean different things to different groups of people, but it is all driven by the same basic principles: simplicity, personal approach, and trust.
What does the KPN code of conduct mean for customers? and understandable for customers - even in
This means that customers can expect KPN to deliver on the following aspects and in other areas too
technically complex situations.
•• That customers’ requirements are always the
•• Simplicity. KPN wants to appear clear, explicit,
•• Personal approach. KPN is committed to providing professional, fast services, with a
guiding factor when working together. •• That the quality KPN provides in its products
personal touch, to reacting to the customer’s
and services (from connection to invoicing)
requirements, to applying the best
meets these requirements and that the pricing
communications technology and to helping customers to familiarize themselves with the solution. •• Trust. KPN earns the trust of its customers by
is appropriate to the quality provided. •• That any problems arising in services provided will be rectified quickly and effectively. •• That normal business principles apply to the
offering high-quality, reliable services at a
relationship between KPN and its customer:
reasonable price that respect the customer’s
from courteous helpfulness to timely
requirements concerning confidentiality and
reminders and from regular maintenance to
privacy. We want to make our customers feel sure that they have made the right choice. .
specific offers. •• That KPN takes the lead in transforming technical innovations into practical solutions.
‘Offering customers an immediate solution. Something they can use right away. That’s what customer focus means to me.’
How we work
What does the KPN code of conduct mean for employees? •• Simplicity. We believe in direct lines and individual involvement. We realize that different situations call for different behavior - and we adjust to the situation as necessary. We do not hesitate to call each other to account if necessary, in plain language. We also ensure
This means that KPN employees can expect the following from each other and from KPN: •• That in exchange for fulfilling duties diligently, high-quality employment conditions and social policy are provided. •• That other people’s property is treated with care (including the equipment that KPN issues).
that our processes are transparent, so that we
•• That cooperation is considered as an important
understand each other’s business activities and
factor in promoting and increasing customer
so that we work together in the best possible way.
satisfaction. •• That working conditions are provided in which
•• Personal approach. We listen to each other,
individual health and safety are key issues.
take our own responsibilities, take a flexible
•• That any form of racist language, sexist or
approach, and bear in mind each other’s
violent behavior, sexual harassment,
weaker points. We talk to each other, not
discrimination against minority groups or any
about each other. Within KPN we allow others
form of harassment will not be tolerated.
to show their entrepreneurial spirit and appreciate guiding leadership. We do not see employees as anonymous cogs in a machine but as people who deploy their talents for a
•• That a suitable confidential advisor is available with whom work-related problems can be discussed openly and without risk. •• That we call each other to account for behavior
common employer. We see our employees as
that deviates from the code and that if
people who have the right to be treated
necessary, disciplinary action will be taken.
respectfully by colleagues, management and by the organization as a whole. We see our employees as valuable ambassadors of the organization. •• Trust. Within KPN we show that we trust one another, and in turn we are trusted too. We respect each other’s expertise and opinions, at all levels. The KPN code of conduct
‘Simplicity? To me, that means explaining things without superfluous information. Including product descriptions.’
What does the KPN code of conduct mean for shareholders?
This means that shareholders can expect the following from KPN:
•• Simplicity. We talk but we listen too, which
•• That they will receive, in a timely way, all
means that we at KPN can guarantee a timely,
relevant information they need to exercise
effective and open exchange of ideas, whereby
their authority.
every subject gets the attention it deserves. In
•• That the directors are aware of the
this way, the process is made clear and
indispensable role that shareholders fulfill as
understandable to everyone.
capital providers and of the necessity to view
•• Personal approach. Communication to shareholders is pro-active in nature and takes the form of an open dialogue. •• Trust. Based on a clear-cut vision of the world of telecommunications, KPN makes clear strategic choices and ensures excellent management of the business operations and
shareholders as important partners, both individually and collectively. •• That one of the core tasks of the directors is serving the interests of shareholders and other stakeholders in the organization (customers and society) in a balanced and consistent way. •• That both the letter and the spirit of the law
organization, where the focus lies on achieving
and of other socially accepted guidelines are
a sustainable return on investment. This
complied with. Far-reaching corporate
healthy and sustainable entrepreneurial spirit
governance principles such as the so-called
means that we earn and repay shareholders’
‘Dutch Tabaksblat Code of Corporate
trust. Transparency in policy and transparency
Governance’ will be enforced.
in reporting, including financial reporting are important pillars in this respect.
How we work
What does the KPN code of conduct mean for business partners? •• Simplicity. KPN acknowledges and recognizes that each relationship is different and requires
This means that suppliers and other business partners can expect the following from KPN: •• That KPN is committed to maintaining stable
an individual approach that does not just
relationships, for the mutual benefit of both
revolve around the KPN position. This
parties and with partnership being the guiding
approach must be clear to all involved and be set down in clear agreements. This applies to
consideration. •• That the choice of business partners is based
suppliers as well as other types of business
on honest and open consideration of the
partners (for example distribution partners and
goods and/or services offered and the related
consultants). •• Personal approach. KPN is committed to open,
price. •• That KPN will enforce the subcode
honest and long-term sustainable relationships
‘Promotional Gifts’ both in letter and in spirit if
in which business and personal interests are
any attempt is made to influence KPN
respected. This is why KPN enters into clear,
decision-makers personally with non-business
specific agreements, based on the
items (outings, luxury gifts, significant favors,
requirements of our customers. KPN expects
private benefits etc.).
business partners to uphold the same personal standards with respect to quality and service. •• Trust. Mutual trust forms the foundation for joint success, based on these shared principles and focused on mutual growth. .
•• That KPN employees will only use non-business means with the greatest restraint in their dealings with business partners. •• That KPN employees will treat business partners as equal professionals.
‘ A personal approach? I see it as making the effort to see things from the other person’s point of view.’ The KPN code of conduct
What does the KPN code of conduct mean for society?
This means that society can expect the following from KPN:
•• Simplicity. KPN wants everyone to be able to
•• That it goes without saying that consideration
enjoy technological developments and new
for the environment is part of all business
opportunities for telecommunications that are a
activities.
direct result of these developments. This is why our products excel in their ease of use, the aim being to achieve easier communications for everyone. •• Personal approach. KPN’s ethical, business, and social policy is determined by a philosophy of life focused on people. This is also apparent
•• That KPN’s infrastructure meets high standards with respect to safety and sustainable quality. •• That within the limits set by the law, KPN will do everything in its power to prevent harmful, improper or irresponsible use of its infrastructure. •• That KPN considers involvement in society
from the high standards set by KPN with respect
important and that KPN wishes to make an
to environmental conservation and safety. Our
appropriate contribution to the problems facing
personal service and our focus on ease of use
society. The major areas of focus here are
means that no one is excluded from the many
education and young people and health care
opportunities that telecommunications offers.
and the elderly.
•• Trust. In respect of the services provided by KPN, society can count on integrity, social involvement and consideration of sustainability
•• That KPN will take the needs of disadvantaged people into account. •• That KPN maintains a dialogue with social
issues. Society will be able to count on KPN in
groups. That KPN is aware of the unwanted side
the event of an emergency, social unrest or
effects of telecommunications (spam/viruses,
other situation in which KPN’s knowledge and
internet security for children, privacy) and does
expertise can play a relevant role.
all in its power to prevent or reduce these effects.
How we work
‘Trust? To me, that means living up to your promises. In other words, doing what you say you’ll do.’
What does the KPN code of conduct mean for the competition?
This means that competitors can expect the following from KPN:
•• Simplicity. KPN endeavors to accommodate
•• That KPN takes a tough but honest attitude in
competitors in a way appropriate to their size and position in the market. KPN avoids the use of objectionable methods and maintains an open and clear attitude in the market and with respect to individual market players. •• Personal approach. Diversified competition is in the customers’ interest and is accordingly
the struggle for the customers’ favor. •• That KPN plays by the rules of good business and respectable entrepreneurship. •• That the competitive struggle takes place where it belongs, in the marketplace with everything open and above board. •• That KPN determines its behavior in the market
encouraged by KPN. KPN wants to learn from
independently and does not breach the
what others do. Even though competitors are
regulations concerning competition (including
business opponents, KPN also considers them
the telecommunications and monopolies
as colleagues. For this reason, KPN does not
legislation).
portray its competitors as stereotypical enemies but instead upholds personal standards in the contest with competing organizations and individuals. •• Trust. Competitors can trust KPN to differentiate between business activities that are subject to full competition and those where KPN still has a certain dominant position. We are confident of our own ability to react to competition in an honest, open, and sincere manner.
The KPN code of conduct
The company code of conduct and the subcodes The KPN code of conduct is a dynamic concept,
be clearly indicated on TEAM KPN and
which means that it is never ‘finished’. The latest
www.kpn.com. The code of conduct is explained
version of the code of conduct can be found on
in further detail in subcodes for specific processes
the TEAM KPN homepage and at www.kpn.com.
and areas.
When the code of conduct or a part
The relationship between the different subcodes
of the code is changed, this will
is illustrated in the diagram below:
Business information
Additional activities
Business transactions and promotional gifts
Inside information
Code of conduct
Code of Ethics for the financial function
Cartel law
Communi cations and Equipment
Competition Privacy
Custumer information
• for all KPN employees
Wholesale
• for specific job groups
Custumer information
Besides the subcodes mentioned here, there are
code of conduct or legal regulations.
also three related guidelines and instructions:
•• KPN fraud policy: guidelines for KPN employees
•• Whistleblower procedure: regulations under
to understand what fraud is, where (suspected)
which KPN employees can report (suspected)
fraud can be reported and what action will be
breaches of the law and/or the KPN code of
taken when fraud is reported.
conduct directly (and anonymously) to the Audit Committee. •• Protocol for integrity investigations: guidelines for investigating a possible breach of the KPN
How we work
The latest versions of the subcodes, guidelines and instructions can be found on the TEAM KPN homepage, under ‘code of conduct’.
Compliance with the KPN code of conduct Our ‘house rules’ are defined in the company
employees can always contact the KPN Helpdesk
code of conduct. Working at KPN means that all
Security, Compliance & Integrity (0800-4040442).
employees, at all levels within our organization,
They can also make direct contact with the
are personally responsible for the way in which
confidential advisor within their own business
our code of conduct is interpreted in their
unit if they feel intimidated or sexually harassed
behavior and area of work. Managers will ensure
in any way. A list of confidential advisors can be
that their staff are familiar with the code.
found on TEAM KPN in the ABC index (search for:
Managers are also expected to create an
’vertrouwenspersonen’ - confidential advisors).
atmosphere where the code and its compliance can be openly discussed. Those who do not
Some elements contained in this code of conduct
comply with the company code of conduct and
are explained as explicit rules and regulations in
the subcodes, risks disciplinary action being
separate subcodes. The business unit
taken under employment law which may result in
management teams and the subcode compliance
dismissal.
officers report on the implementation and compliance of the subcode. Based on these
Within KPN employees may be faced with
reports the Board of Directors holds regular
problems, incidents, or questions concerning
discussions with the management teams.
compliance with the code of conduct. If it is not
Furthermore, each year KPN will issue an external
possible to resolve these matters within their own
report concerning the degree to which the code
department or with those directly involved, then
of conduct is embedded in the organization.
‘ Even in my technical environment, everything I do is geared to meet the wishes of the customer.’
The KPN code of conduct
‘Whenever I explain to my niece what I do for a living, I keep in mind that she’s not familiar with all the internal processes and product names. I just tell her what we make possible at KPN and what the user gets out of it and can do with it. And that’s the same thing I do when I talk to customers.’
How we work
AD-4242/11-12
November 2012
