Orange has always been acting in a sustainable way. Today the efforts are focused on responsible products and services, social inclusion and the limitation of the impact on the environment.
Responsible products and services
As a key player in developing the local economy, Orange’s primary responsibility is to guarantee its customers an impeccable service, which means supplying high-quality, reliable and trustworthy goods and services. It also means the company must constantly remain vigilant to data protection and child protection issues in relation to certain content.
In 2017, the company’s ongoing Corporate Social Responsibility (CSR) efforts focused on the following key areas:
Boosting digital skills with ‘<be/code>’
As part of its overall mission to connect people, Orange Belgium is an active partner to the ‘<be/code>’ project, which was introduced in early 2017. Through BeCode, Orange is playing an active role in helping those who want to be part of society's digital revolution to access the digital skills they need. In February 2018, <be/code> presented its first graduates, ready to enter the job market.
Social dialogue contributes to inclusive togetherness
Orange supports Circles – We have the Choice, a Belgian not-for-profit organisation founded in 2016 by Kristin Verellen – who lost her life partner in the Maelbeek Metro attacks – and a circle of friends. By organising moments of meaningful gathering in various Circle formats, they are contributing to building a culture of inclusive togetherness and dialogue.
A Carbon-Neutral Company
After having decreased its CO2 emissions by more than 75% since 2006, Orange compensates for incompressible emissions from its operating activities. Today, the buildings, network and Orange stores are neutral in terms of CO2 emissions. Specifically, when customers use the various Orange services they are certain not to release any CO2 through their use.
The domains covered by CO2 neutrality are electricity, gas, fuel, paper, waste, business trips by plane and by train, as well as refrigerants in air conditioning systems.
In collaboration with the independent bureau CO2Logic, Orange calculates and reduces its CO2Logic, footprint and then compensates for its incompressible CO2 emissions by contributing to a civil project in Africa. The objective of this project is to decrease CO2 emissions and to improve living conditions for local populations.
Since 2014, Orange proudly wears the ‘CO2-Neutral’ label of CO2Logic and independent 3rd party Vinçotte. The label is based on the internationally recognised PAS 2060 standard. This label can only be achieved through serious climate efforts. It guarantees that labelled organisations are actively calculating, reducing and compensating their local and global climate impact.
Listening to employees' needs and well-being
Employee satisfaction is one of the company’s major strategic priorities. In 2017, to ensure that Orange Belgium remains a caring employer as it transforms rapidly into a digital employer, legacy HR processes were reviewed and new digital solutions began to be implemented that will facilitate the employment journey from end-to-end.
For some years now, team members have been specially trained to serve as trusted confidants for their colleagues, able to listen to any problems they may have and assume a mediation role where appropriate. In addition, grassroots initiatives to combat stress and prevent burnout are bearing fruit.
In the same vein, Orange is also keen to provide a working environment that ensures a good work–life balance. Regular initiatives to promote healthy minds and bodies include: lunch time sports classes, free fruit at work, subsidising the cost of smoking cessation treatment, flu vaccinations, and more.
Customer Satisfaction Charter
In 2011 Orange Belgium signed the Charter in favor of customer satisfaction.
Orange is committed to make continuous efforts to optimize and maintain the quality of customer contacts.
| Indicators - 2017 | Weighted average values for 2017 |
| % of answered calls | 89.07% |
| Correction of invoices (in days) | 9.6 |
| Customer complaints | 2373 |
