Sustainability Report 2013

Sustainable energy for all

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Letter to stakeholders

For over ten years, sustainability in Enel has been based on a solid ethical system, a set of citizenship rules which everyone who works at Enel and for Enel must respect and apply in their everyday business, a distinctive feature of belonging to the Company.

Businesses, especially the leading multinationals, are increasingly a crucial intersection where the economic world and society can meet and discuss issues. For this reason Corporate Social Responsibility (CSR) is an absolute priority for company leaders in building an effective and virtuous business model.

Enel has adopted a careful strategy of CSR planning, monitoring and reporting, in other words covering all the policies on transparency, combating corruption, protecting the environment, and relations with the communities and with the people who work in and with the Company, including suppliers.

We have chosen to act always as “good citizens”, respecting the rules and laws of the countries where we work, following a set of shared values: ethics, respect, paying attention to people, social responsibility and results-orientation.

These values are the basis of the tools which the Group has adopted over the years: the Code of Ethics, Zero Tolerance of Corruption, the 231 Compliance Program and, most recently, the Policy on Human Rights, approved by the Board of Directors in 2013, which includes the United Nations Guidelines on Business and Human Rights.
In 2013, as part of the due diligence on human rights, we started the risk assessment process to identify the main human rights risks which the Company may run in carrying out its activities.

Multinationals which invest in sustainability nowadays set themselves the ambitious goal of achieving responsible profit, directing their business towards the so-called “creation of shared value”. Corporate policies and practices therefore seek to increase the Company’s competitiveness by improving the economic and social conditions of the communities where it operates.
The need for this new business model has also been recognized by the United Nations in negotiating the new “Sustainable Development Goals” for the post-2015 agenda, and by the European Union in its 2020 Strategy.

Enel has taken on board all these indications, acting in particular on two key processes: the supply chain and risk management. Likewise, our subsidiary Enel Green Power has established an action plan for the short, medium and long term to guarantee the integration of sustainability into its own processes and to create shared value by making rational useof the available resources.

In addition, Enel will continue to share its own sustainability know-how at regional, national and international level, by taking part in prestigious networks such as the United Nations Global Compact and Global Compact LEAD.
Last year Enel was one of the first companies to confirm its participation in the LEAD Board Programme which is designed for companies that are involved in the Global Compact LEAD and which aims to provide Boards of Directors with analyses on sustainability and on the need to integrate sustainability into corporate strategies.

The innovative policies which we have adopted in terms of CSR have enabled us to become acknowledged leaders in the processes for planning, monitoring, and reporting sustainability, gaining approval worldwide.

In order to improve the monitoring of sustainability performance and guarantee the traceability of CSR information, we are also creating a new data collection system. In addition, as regards reporting standards, Enel will join other global business leaders in the reporting field by taking part in the pioneering GRI G4 program.
The tools that we have adopted, such as for example the materiality matrix, have allowed us, starting from last year, to map the strategic objectives of the business and to match them to the expectations and needs of our stakeholders. In this way we can identify the CSR projects and initiatives which are considered priorities.
An example of this is our CSR “ENabling ELectricity” program, through which Enel contributes to the United Nations tenyear program “Sustainable Energy for All” (2014-2024). In 2013 under this program we took part in over 30 projects in 20 countries, achieving the target of 2 million beneficiaries a year ahead of time.

The next CSR activities will be developed in three areas which are considered priorities:

  • enabling access to electricity for lower-income consumers,
  • implementing support programs for the education and training of professional figures in emerging countries,
  • realizing social inclusion projects and projects to support economic growth in the areas where Enel operates.

Over the years, Enel has strengthened the relationship between sustainability and the financial world, creating value from the integrated communication of the Company’s financial and non-financial results. The drive towards the highest sustainability standards, which Enel started eleven years ago, has been rewarded by the interest of socially responsible investment funds which, despite the difficult international economic situation, are continuing to increase in number. At December 31, 2013 our shareholders included 117 Socially Responsible Investors (up from 108 in 2012), representing around 15.6% of the identified institutional shareholdings (compared to 14.6% in 2012). In 2013, for the tenth year running, Enel was included in the Dow Jones Sustainability Index, a key index for the markets, which includes the best companies in the world in terms of economic, social and environmental sustainability. Enel was also reconfirmed in the FTSE4Good index and is involved in the CDP.

Enel’s commitment to sustainability is also reflected in its medium/long-term strategy to combat climate change, with nthe aim of its power generation plant achieving carbon neutrality by 2050. An integral part of this commitment is the Climate Strategy, which envisages action plans covering the whole sector: from production to distribution, from sales to end users, to emission rights trading. This has enabled Enel to reduce its specific CO2 emissions by 37% compared to 1990 (the base year for the Kyoto Protocol), and to confirm the target to cut CO2 emissions by 15% by 2020 compared to 2007 levels. In 2013, the percentage of “zero emission” power generation out of total Group production exceeded 46%, and the installed renewable production capacity reached 36.9 GW. For future years Enel has planned a further 6-billion euro investment in renewables, to promote all the best technologies, mainly in the markets with the highest growth potential and which have more available natural resources.

Technological innovation will allow us to make electricity production increasingly efficient and environmentally sustainable, by putting forward innovative solutions for all customers, from energy efficiency to electric transport, from smart grids to smart cities: all technologies in which Enel is a world leader.

In order to maintain our leadership in the global energy market and to achieve the best possible business results, we must continue in our drive to integrate sustainability into the business model and into corporate strategy.
The growth and economic development of a multinational such as Enel cannot be tied solely to its ability to produce value for shareholders. Rather, we want and we must contribute to making the world a better place, drawing on our culture, our values, our way of doing business, to the benefit of the Company, our colleagues, and the institutions and citizens with whom we interact.

The Chairman
Paolo Andrea Colombo

The Chief Executive Officer
and General Manager
Fulvio Conti

Summary of results and strategy

total net
production (TWh)
electricity sold (TWh)total 295.5
net renewable
production (GWh)
total 93,089
number of
total 60,777,768
SRI funds
in institutional
workforce of
contractors (FTE)
total 95,683
electricity transported (TWh)total 404.0
gas sold
(billion m3)
total 8.6

The materiality matrix 2013

Business and
governance issues
management issues
Social Issues
Identity Card

Key events

  • January
  • MAY
  • JUNE
Enel on the Steering Committee of GC Lead
Enel becomes a member of the Steering Committee for the strategic planning of Global Compact LEAD.
Business and human rights
The Enel Board approves the Human Rights Policy which applies to all the countries and companies in the Enel Group.
Agreement signed between Enel and Renault
The agreement sees the launch of fast recharging for the French carmaker’s electric car, Zoe. The expansion of the recharging network worldwide continues.
Agreement between Enel Green Power and the San Juan Cotzal community
Agreement signed to institutionalize the social responsibility activities of Enel Green Power in the Palo Viejo area (Guatemala).
Enel one of the founders of WAME (World Access to Modern Energy & EXPO 2015)
Non-profit association comes into being to promote global awareness-raising on the issues of access to energy.
Launch of Enel Lab project
Six young Italian companies and one Spanish company are selected to join the first clean technology business incubator established by Enel. The seven companies selected propose projects involving renewable energy, smart grids, energy storage, automation, digitalization and communication system and energy efficiency.
Enel at the GRI G4 Global Conference
Enel participates in the drafting of the new reporting standard and addresses the GRI Global Conference in Amsterdam. The Group is one of the pioneers of G4.
Accord for the implementation of Smart Grids in Saudi Arabia
Advanced Electronics Company (AEC), ICT Europe and Enel sign a memorandum of understanding for smart grid implementation in the Kingdom of Saudi Arabia and the Gulf Cooperation Countries, namely Saudi Arabia, Kuwait, the United Arab Emirates, Qatar, Bahrain and Oman.
Enel at the IIRC Conference in Frankfurt
Enel is Italy’s first participant on the International Integrated Reporting Council at the global conference on the integrated reporting framework.
Gri and un GC assess the Sustainability report 2012
Enel’s Sustainability Report 2012 is reconfirmed at the level of A+ by the GRI, and is confirmed as “Advanced” under the ”Communication on Progress” standard.
Agreement for the development of marine power generation
Enel Green Power and 40South Energy, a group of highly innovative companies operating in the field of marine energy at the international level, begin in Livorno the installation and commissioning of a new Group generator generator, enable the generation of about 220 MWh per year.
10 years in the Djsi
Enel is confirmed in the Dow Jones Sustainability Index for the tenth year running.
Enel at the United Nations Gc leaders summit
Enel is present as a speaker in the plenary session and in the seminars dedicated to “Sustainable energy for all” and anti-corruption.
Ceres Aqua Gauge
Enel is the first utility in the world to undergo water risk assessment by Ceres and organizes its presentation at the European Parliament.
Enel alongside Transparency International
Together with Transparency International Italy, Enel promotes a training course for managers and officials of the Public Administration, in cooperation with MBA LUISS.
Enel Un/Prme course on Csr
The online course on CSR is launched at the UN PRME Summit 2013 in Bled.
10 years of the Enel Sustainability Report
Enel celebrates the 10th anniversary of the Sustainability Report as part of the CSR and Social Innovation event organized at “Bocconi” University in Milan.
10 years of Enel Cuore
The Group’s non-profit association celebrates 10 years of activity. Since 2003 it has launched over 570 projects and provided almost 52 million euro in grants to 400,000 beneficiaries.
Enel is reconfirmed in the semi-annual review of the FTSE4Good.

Sustainable energy for all

ENabling ELectricity

Enel is strongly committed to supporting the United Nations “Sustainable Energy for All”

Over 2.3 million beneficiaries have access to electricity thanks to Enel
Over 30 projects in 20 countries

Reduction in economic barriers in Brazil and Chile

“In 2013 alone the new beneficiaries numbered over 63,000”

The poorest urban areas in South America are often characterized by the presence of open dumping grounds, which harm the environment and the health of the local populations.

Smart grid


234 projects
Around 76 million euro of investments in research and innovation

Smart grid - Grid innovation

The most important initiatives and the main current projects concern smart grids which combine the use of traditional technologies with innovative digital solutions, making the management of electric grid more flexible, thanks to more effective information exchange

Renewable energy

For Enel one of the main strategic levers to reduce CO2 emissions and at the same time to make its generation mix more competitive

Energy from the sea

During 2013, the marine device “R115” was put into operation off Punta Righini (Livorno, Italy), following its development thanks to technological collaboration with 40South Energy.

Efficiency in traditional generation

The increase in efficiency in primary uses is one of the fundamental activities to improve productive and environmental performance of Group plants.

Carbon capture and storage

Enel has been in the front line for a number of years in testing carbon capture and storage (CCS) technologies and, in 2013, reinforced its own technological know-how in the field of post-combustion capture developed at the pilot plant in Brindisi (Puglia, Italy).


Our principles

“Currently 46.7% of Enel’s electricity generation comes from zero-emission sources.”

Climate Strategy of the Enel Group

CO2 Environmental objectives
2020 objectives
H2O Environmental objectives

People and Society

Program to promote fishing

In 2013 a collaboration agreement was signed between the company and the organizations of fishermen, in order to undertake productive, individual or cooperative development initiatives, together with support for social initiatives, aimed at facilitating grants for the children of fishermen who wish to go on to higher education.

Endesa Chile will finance the ”fishing program” with a total investment of 4,890 million Chilean pesos (around 7 million euro) in 7 years, paid following achievement of the specific objectives included in the work program.

In this regard the company Corporación de Desarrollo de Coronel was set up by the municipality of Coronel, Endesa Chile and 14 other private companies.

This organization will be charged with guaranteeing the economic resources and coordinating the program to support fishing.

The Café Curibamba project of Edegel (Peru)

The Café Curibamba project is a social inclusion initiative of Edegel which was created to boost the economic development of the communities situated near the hydroelectric plant at Chimay, as well as the planned plant at Curibamba in the Region of Junín in Peru.

Due to the lack of suitable technologies, infrastructure and professional skills, the local farmers who used to produce coffee were having problems both in the cultivation of the plant and in selling the product.

Starting from this situation, Edegel saw an opportunity in the Café Curibamba project to revitalize the local economy. A team of specialists offered periodic training in loco to improve coffee production techniques, organizing visits to the plots of each farmer to check their organization and progress, and resolving any problems. In particular, the role of Edegel was to invest in improving the infrastructure for the production of coffee in order to guarantee for the future a high quality level for the bean.

The project has made possible the professional development of farmers, expanding their knowledge of cultivation techniques in order to improve the quality of the product and, at the same time, acquire the necessary organizational skills for its competitive marketing. At the end of 2013, the project involved 40 families from three rural communities (around 2,000 people) in the local area. In the first three months of 2014 another 100 people have already joined the project.

The actions taken have enabled the creation of a strong bond between the local community and the company, highlighting the latter’s role in encouraging economic development and improving the quality of life of the local population, while respecting and maintaining cultural traditions.

Specific objectives achieved:

  • 25 more hectares of land cultivated for coffee using hi-tech management;
  • 125,000 new coffee plants of the caturra type;
  • use of new machinery which enables the production of between 3 and 7 million plants;
  • improvement in post-harvest infrastructure;
  • access to fair trade thanks to the quality of the product;
  • agreements with commercial agents and with the local community;
  • valorization of the work of coffee growers in the region;
  • improvement in the quality of life of the local growers;
  • reassessment of the role of women, the main protagonists in improving family incomes.

Enel illuminates art

Enel Contemporanea is the public art program launched in 2007 to promote a reflection on energy through the universal language of art.

Enel’s intention is to stimulate public opinion on an important subject: energy in its various forms, as a sustainable and renewable source. The project, which is now in its seventh edition, each year promotes unpublished works by international artists who, thanks to their acknowledged ability in research and innovation, contribute to underlining and disseminating the progress already made by the Company in this direction. Enel Contemporanea, year after year, has taken forward a research project on the motivations which drive art.

In 2013 Enel Contemporanea offered a large installation, Harmonic Motion – Network of dragons, by the Japanese artist Toshiko Horiuchi MacAdam.

Enel’s artistic lighting is based on a design philosophy aimed at energy saving and versatility, using the most advanced technological standards.

Among the most important interventions are the internal lighting of the dome and radial chapels of the Pantheon in Rome and the Diamante in Rome, the lighting of the Alcázar in Seville, the Roman Temple in Córdoba, the churches of Vejer de la Frontera in Cádiz, San Miguel de Bajo in Granada, Our Lady of Candelaria in Seville, San Pablo in Baeza and the Botanical Garden in Málaga (Spain), the temporary lighting of the Arch of Constantine for World Autism Day and the temporary lighting of Palazzo Senatorio in Piazza del Campidoglio in Rome on International Day for the Elimination of Violence against Women.

International Day for the elimination of violence against women

Enel was in the front line in the International Day for the elimination of violence against women promoted by the United Nations. On November 25, the Group, through Enel Sole, “lit” red Palazzo Senatorio at the Campidoglio, the headquarters of Rome city council.

In addition, in Italy Enel supported the campaigns held by the office of Social Policies and Equal Opportunities of Rome City Council and the Ministry of Labor and Social Policies with all its internal communications and with the internet channel which, on November 25, promoted video forums, debates, broadcasts and services on the issue of violence against women. In particular a collaborative project was launched with Telefono Rosa to enable all colleagues to turn to the association for information, advice and to make reports using the freephone number 1522. Support for the International Day for the elimination of violence against women has been extended also to the other countries where the Enel Group operates: in Spain Endesa collaborated with the Ministry of Health, Social Services and Equal Opportunities and adhered to the Ministry’s initiative “Business for a society free from gender violence”, with the aim of developing and promoting among its own employees awareness and measures to tackle this serious social problem. Also in Russia a dedicated freephone number will be promoted, which has been active since 2011. Through internal communication, a campaign on this issue has become a permanent feature in all the countries where the Group operates.

Bocamina plant (Chile)

In 2008, in terms of community relations, Endesa Chile, concurrently with the construction of the second unit of the Bocamina thermoelectric power plant, started the relocation of the families affected by the project, in line with the agreements signed with various organizations and supporting the community to improve its quality of life and the surrounding environment.

During 2013, Endesa Chile took part in various working groups with social organizations, the municipality and the Government, promoting public/private solutions in order to respond to the various issues concerning the project.

In particular on November 19, 2013 an agreement was signed which establishes the details of the relocation process and the accommodation program relating to the population of El Esfuerzo. The definition of this agreement was completed following joint work between Endesa Chile, the families involved, the authorities in the residential construction sector, the municipality and the companies selected to undertake the construction and infrastructure work. The working group with the population of El Mirador, on the other hand, led to the start of a public/private project to relocate 95 families who live in the area.

Besides the purchase of the land and the development of accommodation plans, Endesa Chile arranges transfer of household goods and legal consultancy to register titles to property.

In August 2013, the Superintendencia de Medio Ambiente (SMA) informed Endesa Chile of the opening of proceedings for a series of alleged environmental infractions.

In December 2013 Endesa Chile presented its defense and is awaiting the decision of the SMA.

In addition, various opponents of the power plant presented three Recursos de Protección against its operation. Under the second of these appeals, in December 2013 the Supreme Court, overturning the previous decision of the Appeal Court, granted the injunction requested by the appellants, ordering the stoppage of Group II of the power plant at Bocamina, which is thus currently on hold pending the decision on the appeal.

El quimbo (Colombia)

El Quimbo is the most important project in Colombia, and aims to build a 400 MW hydroelectric power plant in the region of Huila, which will meet 5% of national demand.

Right from the start, Emgesa has shown its openness to dialogue with the regional and national stakeholders and has developed a social and environmental management plan, which saw some significant developments in 2013. Emgesa has implemented initiatives for the resident landowning population, and each family defines, with the help of the company’s social team, the most advantageous option, case by case. The locations for the overall relocation have been established and agreed with the community. Emgesa has bought the land necessary to construct the accommodation, has drawn up the urban plan and a proposal to allocate the various plots of land which has been agreed and approved by the communities. In 2013 64.4% of the agreements has been signed with the families to be relocated. At the end of the works to construct the infrastructure, Emgesa will deliver the new homes to the communities, equipped with essential services (drinking water, energy and waste water treatment) and inserted in an urban and social context which corresponds to the previous situation, as well as an efficient irrigation system for the area which is destined for agricultural use.

In 2013, Emgesa relocated 8 more families, thus bringing the total number to 18. The families each received 5 hectares of land with a house of 100 square meters, technical support for implementation of the agricultural production plan, livestock to start a business and psychological help to assist with entering the new context.

In addition, the company arranged to make a further 61 compensation payments to families who rejected relocation; so far compensation has been paid in 166 cases.

Another commitment by the company was to assist people who used to run a business in the areas subject to expropriation for construction of the project, to restart their business, which was mainly agricultural. In 2013, it was arranged to pay compensation for 525 cases to this end.

In addition, under the agreements reached with the communities in the Mesas de Concertación por la construcción del Proyecto Hidroeléctrico El Quimbo, Emgesa has invested resources for a total of 16,500 million pesos (around 6 million euro), dedicated to various projects in the six municipalities in the area directly affected.

In particular during 2013 the following activities were undertaken:

  • meetings to provide information for leaders and representatives of the communities in order to disseminate information on the project and discuss problems. In these meetings, involving the communities from the area directly affected by the plant, social, economic and infrastructure aspects were addressed;
  • initiatives to listen to issues and complaints, through two permanent offices in the two municipalities of Gigante and Garzón. In addition, during 2013 a mobile office was set up to exchange information and to address concerns of the communities in their places of residence, so as to eliminate any transport problems on the part of the population concerned. In 2013, 628 information requests were received at the offices in Garzón and Gigante and 1,523 at the mobile office. The most common subjects covered by the requests were employment, compensation and identification of rights holders;
  • as for communication channels, the project was disseminated via radio, printed material and internet, so that the community in the area affected by the project was constantly and directly informed about social, environmental and technical progress. In 2013, the fortnightly program La buena energía del Quimbo was broadcast on the 14 radio stations of Huila. Six editions of the magazine La buena energía del Quimbo were distributed in a print-run of 1,200 copies. In addition, 11 bulletins were disseminated about the project as well as 14 press releases and 17 press releases were issued to regional and national media. During the year the website on the project was constantly updated (www.proyectoelquimboemgesa. and there was interaction with inhabitants through the twitter account @ProyectoQuimbo;
  • guided visits were organized to the worksite with the objective of contributing to making the project increasingly transparent for all the people concerned and clarifying doubts on the part of the community, key players, local authorities and other interest groups. In total, 59 visits were arranged, involving around 1,170 people;
  • finally, the relocation program for the affected population was further enhanced through various legal consultancy and other services, actions to support the reestablishment of the social fabric and the weaker sections of the community, such as the elderly and female heads of family. A program was also started to support the local public administration for further training of officials to deal with the various administrative and social impacts.

During 2013, despite this intense interaction with the community, various conflicts in regard to the project emerged, which also led to the occupation of land and the closure of access routes to the worksite, preventing or delaying the undertaking of the technical and social activities planned by Emgesa. The company has constantly responded to each of these groups of protestors, reaching specific agreements and resolving all the conflicts by the end of 2013. In November, in the presence of the Human Rights Delegate of the Vice Presidency of the Republic and other Colombian authorities, the final cases of land occupation were resolved voluntarily and peacefully, and some cases were agreed individually.

Neltume (Cile)

Neltume is a hydroelectric project “de pasada”, at Neltume in the municipality of Panguipulli in the Region of Los Ríos. In 2006, Endesa Chile started a consultation process with the indigenous communities in order to incorporate their requests into the development of the project. In particular, since 2007 there have been information offices in towns close to the project area and in 2011 some contact was made with the Casas Abiertas communities to facilitate their participation.

The realization of the hydroelectric project will involve the so-called “ceremonial ancestral site” of the indigenous populations that live in the area and some families have opposed the realization of the project due to its impact on the traditions of the community.

Currently, in Neltume there is a company information office which manages relations with civil society organizations and the local authorities in order to reach agreements. In 2013, Neltume was the first project of Endesa Chile to start a consultation process with indigenous populations. In particular, on April 29, 2013 the Environmental Assessment Service of the Region of Los Ríos issued Resolución Exenta no. 002 which envisages, as part of the environmental assessment of the project, the realization of an indigenous consultation process, in accordance with the provisions of convenio OIT no. 169, with the communities, populations and groups present in the area affected by the plant. The Service met each of the eight communities identified in order to set out to them in detail the consultation process and invited them to appoint their own representatives. At the same time the company started a series of meetings with representatives of the Service (national and regional), making itself available to review the initiatives in favor of indigenous communities.

In 2013, Endesa Chile took part in the working groups with the communities and towns close to the plant (Puerto Fuy, Neltume, Choshuenco and the indigenous communities of Juan Quintuman and Valeriano Callicul), which led to:

  • definition of 81 projects to improve the quality of life of the families in the area of the plant, 51 social organizations and 30 local business people benefited for a total amount of 130,821 euro (in particular 28 projects for social support, 23 for development and promotion of trade, crafts and tourism, 3 for education, 22 for infrastructure and services for the communities, and 5 for the construction of churches);
  • development of the program Energía para la educación to improve the quality of education in schools close to the plant, in order to improve school infrastructure, the training of teachers and improvements to laboratories and libraries. In addition, 940 students benefited from incentives for transport.

Punta Alcalde (Cile)

The Supreme Court of Chile, in bringing to an end the dispute which started in January 2013, gave the go-ahead to the construction of the thermoelectric power plant at Punta Alcalde, in the Province of Huasco in the Region of Atacama, thus enabling the Enel Group to further expand its presence in Chile.

The construction work envisages the realization of two generation units of 370 MW each, a mechanized quay for unloading coal (which will be transported by sea), the creation of a fuel deposit and a tank to store ash and process residues. In addition, a water desalination and demineralization plant will be built as well as plant to vacuum and cool the unloading system.

The main combustible source will be coal and the production units will be equipped with specific instruments to reduce emissions.

The plant will be connected to the substation of Maitencillo through a 220 kV transmission system.

As established by the Supreme Court of Chile, the power plant must monitor the temperature of the discharge fluids, in other words the sea water needed to cool the stacks, and publish the results of these checks.

In 2013 specific activities were undertaken to involve the population, with the aim of collecting their doubts, concerns and requests in relation to the project and to identify and assess the economic, social and environmental risks.

Following this analysis, the following opportunities connected to the project were identified:

  1. boost to the local economy by increasing the demand for services (hospitals, construction, transport, etc.);
  2. local employment opportunities during the construction stages;
  3. development of programs and specific recruitment offices;
  4. works to improve access to the southern coast of the municipality of Huasco.

As part of the environmental impact assessments envisaged by the law, specific processes of “citizen participation” were set up in the town of Huasco and at Freirina, Maitencillo and Caleta Los Bronces. At the same time Endesa Chile is constantly engaged in updating the register of social, local and operational organizations of the communities of Huasco and Freirina, which are in the area where the project will be developed, with the aim of setting up and maintaining an effective channel of communication.

for customers
People and society