About this Report Chairman's Foreword Corporate Management Report Appendices Governance Consolidated Financial Company Financial Statements Statements System Availability System availability refers to the opportunity for users to do their banking through Rabobank online banking or Rabobank mobile banking. Methodology/ By availability we mean that users are able to log on during primetime (daily between 06.00h and 01.00h), that they can access information on their Terminology balance and their payment transactions, and that they are able to make payments. The data used to measure system availability comes from IT incident reports. We measure availability on all relevant incidents based on the number of minutes actually registered in the monitoring systems. The system availability statistics include all incidents involving a downtime of >3 minutes.They also indicate if the system was fully (100%) or partially (50%) unavailable, expressed as a percentage of total primetime minutes. Incidents identified using this methodology are subject to further analysis. For 'making payments' we do further analysis if the number of signings per minute is lower than 100. Availability of iDEAL Methodology/ Specific availability standards have been set for iDEAL by the brand owner Currence. DNB has included these standards in the agreements it makes Terminology with banks on the availability of iDEAL. These agreements make a distinction between primetime availability (06:30h-01:00h) and non-primetime availability (01:00h - 06:30h). The primetime availability standard is 99.76%, the non-primetime availability standard is 98.5%. The latter standard is lower since it is a maintenance window. Banks are allowed to conduct necessary maintenance during non-primetime in order to safeguard service to customers and to comply with changing regulations. The data used to measure system availability comes from IT incident reports. All availability incidents lasting >2 minutes and >5 minutes are included in availability statistics, using a three-month average as the standard. The statistics also reflect full or partial non-availability. Sustainable We measure and report the total of sustainable finance, sustainable assets under management and assets heldin custody, sustainable funding and financial products and transactions supervised. Giving priority to sustainable leaders is a rule of conduct which is not measured in a reporting value. We aim to double the volume services of sustainable financing between 2013 and 2020. Methodology/ Sustainable products and services include products and services that besides a positive economic impact, foster a positive or mitigate a negative Terminology social and/or environmental impact/outcome. We do report on 4 different sustainable products and services figures: - Sustainable financing relates to products and services that finance sustainable sectors, asset classes or certified companies that have a net positive impact. The reported figure is the maximum outstanding balance that the bank has towards its clients based on all financial facilities that can be withdrawn by the client. As of 2018 we included sustainable syndicated loans and sustainable mortgages. The sustainable mortgages are a substantial part of the total of sustainable financing. This figure consists of the outstanding balances of all residential properties with a provisional or final energy label A. - Sustainable assets under management and assets held in custody relate to assets that meet our sustainability investment criteria. - Sustainable funding includes funding products with a sustainability earmark. This includes green savings, sustainable deposits and sustainable bonds issued by Rabobank and subsidiaries. - Financial transactions related to financial transactions supervised by Rabobank (mostly in combination with other banks) and include Green bonds and syndicated sustainable financing solutions. The transactions supervised also comprise transactions that are included in sustainable finance and sustainable funding. Client Photo The client photo measures the sustainability performance of our clients. We have defined 5 performance level categories (A, B, C, D+, and D).A definition of the categories is included in the legend following the detailed figures in client photo. Methodology/ We first implemented the client photo in 2015 in the Netherlands and expanded the client photo to our international wholesale clients in 2016. We Terminology monitor clients with an exposure EUR 1 million. In the Annual Report we include a table that shows the number of client photos in the Netherlands and with an exposure EUR 1 million) for each client photo category per sector, the table regarding the wholesale offices also includes client photos of subsidiaries (but only if the exposure on group level is >EUR 1 million). This is a change in methodology from previous years. Only clients with a client photo <3 years are included. In the Netherlands clients that are subject to Financial Restructuring Recovery are excluded, currently these client do not receive a Client Photo. In the Netherlands we assess clients always on group level, at our wholesale offices it is also possible that clients are assessed on a subsidiary level when due to local regulation or specific local circumstances. The reported figures on exposure for clients of local Rabobanks include only the exposure of parent companies, even in the situation that the client photo is applicable for the whole group. The exposure of clients of Wholesale offices include both the exposure of parent companies and subsidiaries. The scope of the reported exposure is the nominal obligo measured by the available facility of loans, overdraft facilities and guarantees to be withdrawn. Absenteeism Absenteeism is measured in a 12-month rolling period. Methodology/ Absenteeism is measured based on the number of calendar days employees called in sick in the period, divided by the total number of calendar Terminology days employees are employed during that same period taking into account a part time or full time employment contract. This concerns all persons in active employment who actually perform work in the Netherlands excluding DLL and BPD. The reported figure is for an entire year. CO2 reduction By increasing energy efficiency and by reducing and making mobility and other services more sustainable, we aim to further reduce carbon emissions per FTE per year by 2020 by 10% from 2013 Methodology/ The climate footprint is calculated according to the most recent directives of the Greenhouse Gas Protocol (GHG) and the associated C02 conversion Terminology factors originate from, amongst others, DEFRA and the IEA. The operating information for the climate footprint report is based on the period from October 12017 to September 30, 2018. Increasing energy efficiency means that we are committed to reduce our energy consumption as much as possible, for example by facilitating teleworking in order to reduce employee travel time. Rabobank is also as sustainable as possible in its purchasing policies, attempting to use renewable raw materials and contracts based on circular economic principles wherever we can. -The data with regard to Rabobank's internal business operations is mostly based on Rabobank's automated central management information system and on invoices from our providers. In preparing the footprint, estimations, assumptions and extrapolations were made. This was done when data was unavailable or incomplete. Although these estimates and assumptions were made, based on the most careful assessment of current circumstances and activities available consumption data and information, the actual results may deviate from these estimates. - Our climate footprint consists solely out of C02 emissions and no other emissions (e.g. CH4, N20 and other gasses). Community funds and donations Methodology/ Terminology We invest our annual profit in social initiatives on a not-for-profit basis throughout the Rabobank Group. We measure and report this key figure by the granted financial donations done by Rabobank Group. The main component of the total amount is the amount of donations by our local Rabobanks. Manpower and knowledge invested in local communities are measured and monitored as well, but not included in the KPI report. Terminology: Cooperative dividend - the part of the profit that is reinvested back into the community whereby investments consist of granted donations. Annual Report 2018 - Appendices 79

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Annual Reports Rabobank | 2018 | | pagina 81