Appendix

2015 and 2016 results

The results achieved are shown below, compared to the objectives published in the previous sustainability Report for the year 2016 and in relation to the Customers stakeholder only, forthe year 2015¹.

TIM S.p.A. – Customers²

Area of reference	Indicator	Unit of measurement	Target 2015	Final result 2015	Status target 2015^(*)	Target 2016
CUSTOMERS MOBILE	Activation time for voice service (pre-paid service) – Percentage of valid orders completed within the maximum period laid down in the contract	%	97	100	V	97
CUSTOMERS MOBILE	Activation time for voice service (post-paid service) – Percentage of valid orders completed within the maximum period laid down in the contract.	%	97	100	V	97
CUSTOMERS MOBILE	Disputed charges – Ratio between the number of disputed charges in invoices received within the survey period and the number of invoices issued in the same period (post-paid service).	%	1.2	0.37	V	1.2
CUSTOMERS MOBILE	Disputed charges – Ratio between the number of disputed charges on pre-paid cards within the survey period and the average number of active SIM/USIM in the same period (pre-paid service).	%	1.2	0.30	V	1.2
CUSTOMERS INTERNET	Activation time for broadband Internet access services – Percentage of valid orders completed within the date agreed with the customer (active telephone lines).	%	95.0	97.6	V	95.0
CUSTOMERS INTERNET	Activation time for broadband Internet access services – Average time of supply (active telephone lines).	Days	9	6	V	9
CUSTOMERS INTERNET	Broadband Internet access service faults – Average repair time.	Hours	26	18	V	26
CUSTOMERS INTERNET	Disputed charges – Ratio between the number of disputed charges in invoices regarding all Internet access services (received during the survey period) and the total number of invoices issued in the same period.	%	1.40	0.42	V	1.40
CUSTOMERS IPTV	Disputed charges – Ratio between the number of disputed charges in invoices regarding the IPTV service (received during the survey period) and the total number of invoices containing charges regarding this service (issued during the same survey period)	%	1.00	0.45	V	No more revable service
CUSTOMERS IPTV	Availability of IPTV service - Average unavailability of the service	Hours/ years	36	3	V	No more revable service

¹ The actual figures of the above mentioned objectives for 2016 will be available in July 2017 on the websites stated in note 2.
2 The full list of mobile service quality indicators, and the respective objectives for 2014, are available at tim.it. The full list of quality indicators for fixed network and IPTV Internet access services, and the respective objectives for 2014, are
available at telecomitalia.com.

TIM S.p.A. - Other stakeholders

Area of reference	Indicator	Unit of measurement	Target 2016	Consuntivo 2016	Target status 2016(*)
HUMAN RESOURCES TRAINING	Training in health, safety and environment issues⁽¹⁾	Training hours	165,000	108,309	x
HUMAN RESOURCES TRAINING	Training – Training hours per head⁽¹⁾	Training hours per head	30	24.8	x
HUMAN RESOURCES TRAINING	Training - Coverage (percentage of employees out of the entire workforce who have taken part in at least one training session⁽²⁾	%	80	88.4	v
HUMAN RESOURCES ACCIDENTS	Accidents per 100 workers	Number	1.24	1.21	v
ENVIRONMENT - ENERGY	Eco-efficiency indicator⁽³⁾	bit/joule	5,300	6,531	v
ENVIRONMENT - ENERGY	Self-generation of energy from cogeneration	GWh	151	125	x
ENVIRONMENT - ELECTROMAGNETIC EMISSIONS	SAR qualification⁽⁴⁾	%	100	106	v
ENVIRONMENT - ELECTROMAGNETIC EMISSIONS	SAR qualification of other technologically innovative devices (USB memory sticks, tablets and routers) marketed under the TIM brand	Number	4	5	v

⁽¹⁾The data includes classroom, online and on-the-job training.
⁽²⁾The coverage data was calculated based on the average annual number for 2016.
⁽³⁾The indicator is calculated on the Domestic BU scope. For further information on the eco-efficiency indicator see The Environment/Energy.
⁽⁴⁾This is the percentage of mobile phones subject to the SAR (Specific Absorption Rate) qualification. The percentage is calculated on the most widespread and technologically innovative models of mobile phone handsets.
⁽⁵⁾ In 2016 the SAR qualification for 20 terminals was envisaged, but 22 actually qualified.

TIM Brasil

Area of reference	Indicator	Unit of measurement	Target 2016	Actual figure 2016	Target Status 2016 (*)
HUMAN RESOURCES	Training (total hours: in class, online and on the job) provided to its own employees, outsourced employees and interns	Training hours	820,000	692,571	x
HUMAN RESOURCES	Sustainability training (percentage of employees, outsourced employees and interns out of the total workforce who have taken part in at least one training session on sustainability issues)	%	90	91	v
THE ENVIRONMENT	Collection of mobile phones, batteries and other accessories to be sent for recycling	Tons	2	0.961	x
THE ENVIRONMENT	Ratio between recycled waste and the total waste generated in the offices	%	25	21	x
SUPPLIERS	Suppliers assessed under sustainability criteria	Number	200	433	v