Overview, Indicators and Indexes

  • Overview
  • Main Indicators
  • ESG Indexes

TIM believes that its business activities must be carried out taking into consideration the expectations of all those we interact with, the so-called stakeholders (that is, all people or things affected by our activities). We group our stakeholders in eight categories: customers, suppliers, competitors, institutions, the environment, community, shareholders (external stakeholders) and Human Resources (internal stakeholders).

We listen to all our stakeholders’ feedbacks not only because we believe that it is right from the ethical standpoint, but also because we are convinced this is the only way to sustain our business in the long term.

TIM’s goal is to achieve balance in the dimensions of economic, environmental, social and governance sustainability. From this perspective, “ESG” comes from the term “Environmental, Social and Governance” and it is directly linked to TIM’s position. We have showed over the years our engagement with the highest level of corporate governance, economic responsibility and strong commitment to social and environmental aspects.

This commitment allowed us to be the only company in the sector to be listed in the B3’s Novo Mercado, to maintain a Statutory Audit Committee, to be part of the ISE portfolio for 14 consecutive years and to be a member of the S&P/B3 Brasil ESG index.

Aligned to our Values and to the sustainability principles described, we also operate in accordance with a set of Policies that rule different aspects related to ESG. In addition, in December 2020, TIM created the ESG Committee to advise the Company’s Board of Directors on issues related to environmental, social and governance. The committee is composed of members of the BOD.

In addition, TIM considers the following topic as materials in its sustainable evolution, defined from qualitative and quantitative analyses to identify the importance of each topic, in line with Global Reporting Initiative (GRI) guidelines and recommendations:

Themes identified as priorities in the materiality process

  • Investment in infrastructure and network reliability
  • Innovation applied to products and services
  • Digital inclusion an access to connectivity
  • Customer experience and service quality

  • Data protection, customer privacy and cybernetic security
  • Ethics and governance in business
  • Health, well-being and managing employees

  • Promoting diversity and equality of opportunities
  • Energy management
  • Operational and post-consumer waste management
  • Strategic and responsible supplier management

Conducted periodically, on average every two years, the materiality process encompasses the evaluation of references, benchmarking, internal documents and consultations with external stakeholders and Company executives.

In 2020 and 2021, due to the Covid-19 pandemic and its reflexes on the demands, expectations and concerns of civil society, TIM promoted, in the last two years, the review of its materiality matrix. In both cycles, audiences were heard through individual interviews with representatives of customers, suppliers, investors, government, and the press appointed by the Company’s areas.

In 2021, the review process resulted in the maintenance of material topics with the respective limits and scopes identified in the previous year. The analysis revealed the expectations of stakeholders with the transparent disclosure of the challenges and opportunities associated with the implementation of the 5G network and Oi’s integration. These two subjects were incorporated into the existing themes. In the first case, there is a direct relationship with the themes
“Investment in infrastructure and network reliability” and “Customer experience and service quality.” In the second, the connection is with the themes “Investment in infrastructure and network reliability,” “Energy management” and “Waste management in operation and post-consumption.”

The materiality process identified the following topics as priorities for TIM:

For more information about TIM’s materiality matrix, please visit our ESG Report.

TIM’s activities towards sustainability and aiming the best ESG practices are recognized in assessments of the main ESG indexes of stock exchanges and specialized agencies.

Find below our main indicators:

ENVIRONMENTAL 2019 2020 2021
Energy consumption in the organization (GJ)¹ 2,601,452 2,278,948 2,359,219
Number of active biosites with low urban impact 1,582 1,679 1,766
Total waste recycled or sent for reuse (tons) 692 1,940 1,568
¹ The 2019 and 2020 gasoline and ethanol data have been recalculated to be in line with the volume reported in the Scope 1 GHG Inventory because the fuel from vehicles not owned by the Company corresponds to indirect Scope 3 emissions.
SOCIAL 2019 2020 2021
TIM’s social investments (R$ million) 10.4 12.5 10.7
Average training hours per employee 38 37 49
% of women in total employees 50% 50% 51%
% of women in management positions 22% 19% 18%
GOVERNANCE 2019 2020 2021
% of independent members on the Board of Directors 40% 40% 40%
% of women on the Board of Directors 20% 30% 33%
Number of members on the Board of Directors 9 10 10
% of employees trained in anti-corruption policies and procedures1 98% 99% 99%
Average score in the National Mobile Satisfaction Survey (Individual customers) 7.34 7.35 7.46

1  Based on employees active in December 2021.


Find below the main commitments taken in our Strategic Plan 2022-24:

Carbon neutral (tCO2e, scopes 1 and 2) -94%
Eco-efficiency in data traffic (bit/Joule) +96%
Renewable energy 100%
Indirect emissions (tCO2e, scope 2) -153%¹
Solid waste recycling 98%

¹ TIM exceeded the goal of 100% reduction of GHG emissions compared to 2019, reaching the percentage of -153% through distributed generation projects, contracting energy in the free market and the compensation of the portion acquired from the National Interconnected System, with the acquisition of renewable energy certificates.

ESG Target
2022-24 Plan
-100% 2030
+80% 2025
100% 2025
0 2025
≥95% 2023
SOCIAL Results
Employee Engagement (per year) 83%
Black employees 36%
Women in leadership 34%
Employees trained in ESG culture 95%
Employees trained in digital skills 1,861
4G presence 85%
ESG Target
2022-24 Plan
≥80% 2023
≥40% 2023
≥35% 2023
≥99% 2023
+5,000 2023
100% 2023
Customer complaints1 (Regulatory agency) -44%
ISE, Novo Mercado and Pró-Ética Maintained
ISO 14001, ISO 9001 and ISO 37001 Maintained
ISO 27001
ESG Target
2022-24 Plan
-50% 2023
Maintain 2023
Maintain 2023
Obtain 2022

1 Reduce customer complaints at Anatel for personal mobile service by 50% by 2023, compared to 2019, without considering customer complaints from the Oi Móvel base.

14 consecutive years in the B3’s Corporate Sustainability Index (ISE) portfolio
Member of the B3’s Carbon Efficient Index (ICO2) portfolio
Member of the B3’s Special Tag-Along Stock Index (ITAG) portfolio Diferenciado (ITAG)
Presence in the B3’s Brazil 100 Index (IBRX 100) portfolio
Presence in the B3’s Special Corporate Governance Stock Index (IGC) portfolio
Member of the S&P/B3 Brasil ESG index
Member of the FTSE4Good ESG indexes
Member of the MSCI ESG indexes