Business practices

Responsible business



We pledge to conduct our business in a fair, responsible and transparent manner. To do so, we apply the highest corporate governance standards and actively engage with our stakeholders to respond to their expectations in relation to our social, economic, and environmental impact.


What we do

Do business in an open and transparent way, taking the expectations of all our stakeholders into account, in relation to our social, economic, and environmental impact.

The UN sustainable development goals we address


1. Limiting our environmental footprint

It is our ambition to grow Telenet as a company while reducing our impact on the environment. Our strategic environmental priorities are improving energy efficiency, reducing greenhouse gas emissions, and reducing the use of resources and generation of waste. 


100 %

Telenet uses 100 percent green energy
within its own buildings.


In 2017, 330 tons of waste were avoided by recycling and repurposing used decoders and modems.

Electricity consumption within our own buildings and leased premises

Telenet uses 100 percent green energy within its own buildings. We opt for renewable energy sources such as solar panels. Our leased buildings do not all use green electricity. In the years to come, we will look into ways to convert the grey electricity into green energy as much as possible. 

Energy efficiency of our network infrastructure

We ensure important savings by upgrading our networks and by replacing old equipment with more efficient equipment. The energy efficiency of the technical stations of the Telenet fixed network and the Telenet and BASE data centers is continuously measured to enable fast adjustment and optimization of the systems and processes.

Energy efficiency of the data centers

Telenet supports the EU Code of Conduct on Data Center Energy Efficiency. To improve the power usage effectiveness values of our data centers, we invest in LED technology, alternating pulsion for climate cabinets, and turbo compressors for cooling units. We are also replacing old cooling equipment and are increasing the use of the server farm.

Clean vehicles & mobility alternatives for company cars

We are investing in structural inititiates to decrease the average CO2 emissions of all passenger vehicles. As such, Telenet employees can combine their company car with a rail subscription or opt for a smaller lease car with lower CO2 emissions and a compensation for unused budget. They can even opt out of the company car scheme in exchange for compensation.

Reusing material

A large proportion of the Telenet decoders and modems is recycled. Telenet works with the social profit company Vlotter (IMSIR cvba) in Boom (Flanders Region) on a reverse logistics solution. When buying a new mobile handset at a Telenet or BASE point of sales, customers have the opportunity to trade in their old device.

Correct disposal of waste

We promote rational paper use in our offices and adopt smart and environmentally friendly packaging solutions. In addition, we opt for digital administration solutions, such as digital invoices, meal vouchers and pay slips. The waste that we produce is recycled or permanently removed through energy recuperation (e.g. incineration). Electronic waste is treated separately, whereby around 95 percent is recycled into reusable raw materials or energy.


Tailor-made reverse logistics

Every year, Telenet recycles more than 220,000 decoders and modems that its end-customers return to the Telenet Centers or that are replaced by Telenet technicians.


Since 2007, we have collaborated with the company Vlotter (IMSIR cvba) in Boom (Flanders Region), which offers job opportunities to individuals with limited access to the labor market.  


2. Managing our supply chain in a responsible way

The products and services that we purchase from our suppliers have as much of an ethical, environmental, and social impact as our own products and services. We reward those suppliers who strive for sustainable operations and we encourage the others to improve in that area. 



In 2017, an EcoVadis risk analysis was carried
out on 100 Telenet suppliers.


In 2016, Telenet maintained its Gold EcoVadis CSR
Rating for 3 years, with a score of 64 points.

Telenet Supplier Policy

Suppliers and subcontractors should comply with the conventions of the International Labor Organization (ILO) in relation to prohibition of child and forced labor, discrimination, and freedom of association. The Telenet Supplier Policy covers all labor policies and standards, including health and safety, working conditions, and remuneration. It is publicly available and is firmly embedded in the procurement process.


Telenet enforces its supplier policy by:

  • Communicating the Supplier Policy to all its suppliers worldwide. All supplier contracts include clauses regarding labor standards and policies.
  • Regularly assessing its suppliers on policy compliance.
  • Driving audits to check policy compliance. When suppliers are suspected of breaching the policy, a formal audit is done.
  • Providing support and guidance to non-compliant suppliers through the implementation of corrective actions and recovery plans.

Responsible Procurement and Supply Chain Principles

Our suppliers should guarantee compliance with the Responsible Procurement and Supply Chain Principles of our parent company Liberty Global. These principles contain international labor standards, including the International Labor Organization Core Conventions, the UN Treaty on Human Rights, Bribery and Corruption, Health, Safety and the Environment.

Supplier selection criteria

We require our suppliers to provide the following information with every quotation:

  • Social policies in the workplace
  • Respect for legislation and regulations on child labor
  • Commitment to efficient transportation
  • Environmental efforts in business operations


When we select a supplier, these criteria are given a relatively high weight, in addition to the price and quality of the goods or services to be supplied. Once the contract is agreed on, we very precisely include the security and environmental specifications guidelines on equipment and raw materials, energy consumption and packaging, waste and recycling.

Supplier Code of Conduct

All suppliers confirm their acknowledgement of our Code of Conduct and Anti-Corruption Policy. It officially confirms that there is no conflict of interest between the suppliers and their representatives on the one hand and Telenet and persons affiliated with Telenet on the other hand.


The Code of Conduct covers the following themes:

  • environmental standards for the supplier’s activities, products and services
  • fundamental human rights (such as the prohibition of forced and child labor)
  • working conditions (such as working hours and termination procedures)
  • health and safety at work
  • business ethics (such as anti-corruption)

Initiatives to encourage suppliers to increase sustainability

We continuously encourage our suppliers to increase their sustainability through the following initiatives:

  • Developing a supplier manual that is given to every new supplier
  • Developing a quality handbook with the warehouse partner
  • Organizing an annual ‘day of the contractors’ gathering, with a prize for the best contractor
  • Training new employees at installation companies on customer service and technical aspects
  • Including bonus/malus clauses in the contract with critical suppliers

Sustainability performance assessment of suppliers

In order to effectively manage our supply chain, we have formalized a process to identify critical suppliers using the Kraljic matrix to classify the four main categories: leverage items (15 percent of suppliers), strategic items (5 percent of suppliers), bottleneck items (5 percent of suppliers), and non-critical items (75 percent of suppliers).


Telenet also applies the dynamic scorecard of EcoVadis to measure the ethical, environmental, and social risks of our suppliers. We use this system to compare and benchmark the performance of our suppliers. We regularly monitor our suppliers and, in case of a suspected breach, we will start a formal audit. We will initially help the supplier to take corrective action. If no agreement is reached on an acceptable recovery plan, the business relationship may be terminated.


3. Demonstrating good governance & transparency

We subscribe to a series of internal codes of conduct and external economic, environmental, and social charters, principles, and initiatives. We ensure that human rights are respected across our value chain by setting the highest standards to our employees, our customers and our suppliers.


We apply the United Nations Global
Compact Principles and we embrace
the UN Sustainable Development Goals.

Stakeholder Engagement

Our Stakeholder Engagement Charter
ensures lasting, trusted relationships
with our corporate stakeholders.

Commitment to external principles and charters

We apply the United Nations Global Compact to guide our strategy and our corporate culture, and to drive our daily operations in a sustainable manner. We formalized our commitment to these 10 principles with regard to human rights, the environment, and anti-corruption. Telenet is an active member of the UN Global Compact Children's Rights and Business Practices Commission. We have also embraced the UN Sustainable Developments Goals of the UN , 17 internationally agreed targets for the development of a more sustainable society and economy.

Commitment to internal Codes of Conduct

We monitor all aspects of our business with several internal codes of conduct. Our Code of Conduct is signed by the management board, senior management, and all Telenet employees. The code includes a number of business policy principles and covers themes such as equal opportunities, fair competition and anti-corruption, confidentiality of information and protection of privacy, proper accounting, conflicts of interest, insider trading and business integrity, protection of safety, health, and the environment, and rules on whistleblowers.


There are special codes of conduct for anti-corruption and bribery, competition, and privacy issues that apply to the entire workforce. Through training and information sessions, Telenet employees are regularly informed about these codes of conduct. Violations can be reported anonymously.


Telenet’s anti-corruption policy is in line with international regulations, the Belgian legislation, and the policy of Liberty Global. The anti-corruption policy has been approved by the Board of Directors and the Audit Committee. It is extensively communicated to all employees and agents, contractors and suppliers. The policy is further clarified with the help of specific examples and practical guidelines. It contains a prohibition on the giving and taking of bribes and, a limitation on the giving and receiving of gifts, a reminder to observe laws and regulations, restrictions on the giving and receiving of gifts, and an obligation of transparency around political donations.

Stakeholder Engagement Charter

We are fully committed to being a responsible company that takes into account the broader impact of its business activities and corporate decision-making on the community we are operating in. We will continue to engage with corporate stakeholders – including public authorities – through consultation and dialogue. With that in mind, we have established a stakeholder engagement charter with a number of principles that ensure we develop lasting, trusted relationships with our corporate stakeholders in an open and transparent way.

Code of ethics for advertising and promotional activities

The high ethical standards that Telenet imposes on itself also apply to its advertising and publicity campaigns. Telenet acts in accordance with the rules of the JEP – the Jury for Ethical Practices in Advertising. The JEP is a self-disciplinary body of the advertising sector in Belgium and safeguards the correct and fair nature of advertising messages. The JEP’s decisions are considered opinions, published on the JEP’s website. Telenet follows these recommendations as far as possible.

Freedom of expression

As a leading provider of Internet services, we have a special social responsibility with regard to the freedom of expression. Our general principle: we do not limit it in any way except when requested to do so by an authorized authority. Together with other Belgian Internet providers, we have signed a Protocol with the Belgian Gaming Commission in which we, in cooperation with the Federal and Regional Computer Crime Unit, take action against websites offering illegal gambling. The judicial powers can also require us to block websites that violate copyrights or distribute illegal pornographic material.


Finally, we are a leading member of the Association of Internet Service Providers in Belgium (ISPA) and adhere to their code of conduct to – in cooperation with Child Focus – prevent and combat child abuse via chat applications and websites.


Amazing customer experience

Everything you need to know about our commitment to our customers.



Everything you need to know about our commitment to our employees. 



Everything you need to know about our commitment to society and local communities. 


Download our sustainability report 2017

The annual sustainability report offers an excellent opportunity to reflect on our corporate responsibility achievements and to engage with our stakeholders on the future of our company.