ÖBB Annual Report 2025

Group Management Report 170 Österreichische Bundesbahnen-Holding Aktiengesellscha ft Consolidate d Financial Statements | Group Manag ement Report 127 Respect for human rights is a top priority for the ÖBB Group, particularly in relation to consumers and end-users, and is outlined in the Group’s existing policies (Code of Conduct, Supplier Code of Conduct, ÖBB internal Equal Opportunities Policy). Information on this can be found in Chapter E.1 “General information” under “Governance” in the section “Minimum social protection standards.” For the year 2025, no serious problems or incidents in the ÖBB Group related to human rights in relation to consumers and end-users are known. ESRS S4-1.16.a, b, c, 17, 35 Processes to integrate consumers and end-users with respect to impacts, processes to remediate negative impacts, and channels for affected communities to raise concerns Depending on the process, the consumers and end-users are either integrated personally or via stakeholders (e.g. Austrian Disability Council). The processes consist partly of regularly recurring surveys and partly of one-off focus surveys. Details can be found in the descriptions below. The applicable Board of Management is responsible for the implementation and for integrating the results into the corporate concept. ESRS S4-2.20.a, b, c Process for integrating consumers and end-users and process for improving negative impacts *) Customer satisfaction analysis The ÖBB Group involves its customers directly and on an ongoing basis in order to better understand their requirements and wishes. The most comprehensive tool for this is the customer satisfaction analysis, which is conducted annually with 8,000 people. It provides insights into the perception of service provision, identifies potential for improvement and allows conclusions to be drawn about long- term customer needs. The content can be expanded and deepened in order to make a specific reference to identified impacts and their development. Market research If there are noticeable changes in the customer satisfaction analysis compared to the prior year, qualitative and quantitative surveys are conducted to determine the reasons. These specific queries are supplemented by more general queries over the course of the year. The ÖBB Group commissions up to 20 market surveys on customer satisfaction per year from independent institutes. The results form the basis for future strategic orientation and are used to derive action plans. On-site actions A subjective feeling of being safe is crucial for a pleasant stay at stations and on trains. To ensure the safety of customers on the train, they are informed at the railway if necessary. Safety and conduct rules are communicated in a way that is easy to understand (pictograms), passenger rights are on display, and safety regulations can also be viewed online. Loudspeaker announcements also increase customer safety. Trained security personnel from ÖBB-Operative Services GmbH are on duty around the clock to ensure safety at the stations, which brings them into interaction with the passengers, sometimes in cooperation with the police. If necessary, regional deployment coordinators call in additional on-site and/or mobile employees. In this way, assistance can be provided quickly on site. In addition, customers can contact ÖBB security staff directly if they have safety concerns. This strengthens passengers’ subjective feeling of safety. Further sensitization and awareness-raising actions take place on site as well as in schools, for example. Incident investigations Legally required incident investigations make it possible to recognize the impact of the situation on customers. After an incident is reported – by customers or employees – an investigation is carried out in a department set up specifically for this purpose. If a need is identified, measures are taken in line with corporate policy. Customer feedback Direct customer feedback can be used to check the effectiveness of actions. The ÖBB Group collects feedback via actions such as satisfaction surveys. These reach customers in a low-threshold manner on the train (e.g. via QR code), online, or by telephone, through customer and population surveys. *) ESRS S4-2.20.a, b, c. | MR127 E.  Non-financial statement E.1. General information E.2. Environmental inform ation E.3. Social information E.4. Governance information E.5. ESRS index