Sustainability

Sustainable strategy

We believe that quality and social, economic and environmental responsibility are the way for us to improve our activities and contribute to the sustainability of the system and to social well-being.

This contribution includes meeting the needs of our customers and complying with rules and regulations, optimising the resources we have. This strategy reinforces our active role in sustainability and contributes to a city with more quality of life.

Social responsibility

In the social responsibility area, we have identified significant aspects that should be focused on in the service we provide.

We are talking about eliminating any kind of discrimination, reducing the number of operating accidents and incidents, ensuring safety in the design of our equipment and using products and equipment that are more efficient and that are less harmful to health and the environment.

Code of ethics

It is our duty to respect human rights, to reject situations that violate them and to define measures that will avoid negative impacts on any person in relation to the service we provide, whether they are customers, employees, suppliers, partners or the community in general. Our Code of Ethics includes best practices in this area.

Underlying principles

Our mission was defined based on underlying principles regarding sustainable development and the values and commitments of the United Nations Global Compact. These principles are: To respect and protect human rights; To behave ethically; To comply with the law and other regulations applicable to our activities; To respect internationally recognised conventions and declarations; To respect the stakeholders; To be responsible; To defend and protect the environment; To integrate aspects of social responsibility into our integrated management system; To act transparently in all internal and external relations.

Integrated Management System

To fulfill the strategy and objectives, within the scope of sustainability and social responsibility, and to ensure the continuous improvement of our activity, we established an Integrated Management System (SGI). The SGI encompasses several strands, such as Quality, Environment, Safety and Health at Work and Road Safety, currently being certified as Quality and Environment according to international benchmarks. We also have the Transport Service certified according to Portuguese standards of reference in this matter.

In the Management Policy, we describe the commitments we have made, in the various components of the system, which has as its scope the urban public passenger surface transport service, in bus and electric mode and covering all functional areas and activities that we develop, namely in the following locations: Miraflores, Santo Amaro and Cabo Ruivo Complexes, Pontinha and Alta de Lisboa Stations, in the electric network (including tracks, terminals and extensions) in the funculars and lift, in the sales network, and Road Canal (applying to the activities and people who use it).

Quality

Environment

Transport Service

Certification - In 2006, our Quality Management System was certified according to the NP EN ISO 9001 standard.

Process monitoring - We monitor processes according to Key Performance Indicators (KPI), such as the Customer Satisfaction Index, the Service Compliance Rate, the Accident Rate, the Customer Complaints Rate, the Vehicle Breakdown Rate, the Absenteeism Rate and the Training Rate.

Advantages - Through our Quality Management System, we are able to integrate quality into our values, improve our internal organisation and company image, increase the motivation/engagement of our employees, the efficiency of tasks and activities, productivity and the opportunity to access markets and public tenders. At the same time, we have improved our capacity for detecting and correcting faults, cutting costs and improving results.

Certification - In 2008, our Environmental Management System was certified according to the NP EN ISO 14001: 2004 standard.

Best Practices - We have optimised energy and water consumption in our facilities through systematic controls. We have containers for selective waste collection, identified with sorting best practices in the administrative and workshop areas. We carry out periodic maintenance on the equipment for treating liquid effluent (oil and grease) to improve the quality of the effluent discharged. The fuel supply areas are also waterproofed. We have prepared intervention and action files for occasional or emergency situations. We have included environmental criteria and considerations in the clauses of Contract Specifications.

Advantages - Through our Environmental Management System, we ensure compliance with environmental legislation and other organisational requirements, thus protecting the environment and reducing pollution. We have improved our environmental performance, optimising the consumption of natural resources, reducing the amount of waste sent to landfills and preventing environmental accidents. We have improved our image and increased the trust and confidence of our stakeholders.

Carreira/Route	Designação Carreira / Route designation
701	Campo Grande-Metro - Campo Ourique
702	Marquês de Pombal - Serafina
703	Charneca - Bairro Stª Cruz
705	Estação Oriente - Estação Roma-Areeiro
706	Cais do Sodré - Estação Stª Apolónia
709	Restauradores - Campo de Ourique
711	Terreiro do Paço - Alto Damaia
712	Estação Stª Apolónia - Alcântara Mar
713	Alameda D. Afonso Henriques - Estação Campolide
714	Praça da Figueira - Outurela
716	Alameda D. Afonso Henriques - Benfica
718	ISEL - Alameda D. Afonso Henriques
720	Picheleira - Alto Stº Amaro
722	Praça de Londres - Portela
723	Desterro - Algés
724	Alcântara - Pontinha
726	Sapadores - Pontinha (Centro)
727	Estação Roma-Areeiro - Restelo
729	Bairro Padre Cruz - Algés
732	Marquês de Pombal - Caselas
735	Cais do Sodré - Hospital Stª Maria
736	Cais do Sodré - Odivelas
738	Quinta dos Barros - Alto Stº Amaro
744	Marquês de Pombal - Moscavide
747	Campo Grande (Metro) - Pontinha (Metro)
749	ISEL - Estação Entrecampos
751	Estação de Campolide - Linda-a-Velha
753	Praça José Fontana - Centro Sul
754	Campo Pequeno - Alfragide
755	Poço do Bispo - Sete Rios
756	Olaias - R. da Junqueira
758	Cais Sodré - Portas de Benfica
759	Restauradores - Estação Oriente
760	Gomes Freire - Cemitério da Ajuda
764	Cidade Universitária - Damaia Cima
765	Colégio Militar (Metro) - Benfica (Cemitério)
767	Campo Mártires da Pátria - Reboleira (Metro)
768	Cidade Universitária - Quinta de Alcoutins
776	Algés - Cruz Quebrada
778	Campo Grande (Metro) - Paço Lumiar
781	Cais do Sodré - Prior Velho
782	Cais do Sodré - Moscavide
783	Amoreiras - Prior Velho / Portela
798	Campo Grande (Metro) - Galinheiras
799	Colégio Militar (Metro) - Alfragide Norte
15E	Praça da Figueira - Algés

CARRIS performance assessment and customer satisfaction - We use this system to monitor the service we provide to our customers and their degree of satisfaction. We periodically analyse the following indicators: operating period; vehicle reliability; length of the journey; compliance with the time interval between vehicles; punctuality; customer information and support; cleaning of the vehicles and at points of sale; accidents and incidents. We monitor and update the number of certified vehicles. We carry out surveys to assess the degree of customer satisfaction (See results for recent years).

Advantages - Through our Transport System certification, we ensure compliance with service quality levels and we retain and increase the number of customers, while also increasing customer satisfaction and improving the company image. This shows our commitment to continuously improve the service we provide, endorsing public transport as a key element in sustainable development.