Annual Report 2025 – ÖBB-Infrastruktur AG

ÖBB-Infrastruktur Aktiengesellschaft Group Management Report | Consolidated Financial Statements 131 S3-2 S3-3 Processes for engaging with affected communities about impacts and processes to remediate negative impacts and channels for affected communities to raise concerns The involvement of local authorities in existing noise abatement projects is determined on a case-by-case basis by the following bodies: Annual conference, noise abatement steering committees for each federal state, and project-specific working groups. Interested local authorities should submit their requests to the relevant federal state, the BMIMI or the ÖBB-Infrastruktur Group. The study area, planning contract and noise assessment are then defined, which subsequently lead to a preliminary cost estimate and a contract for the implementation of noise abatement measures. Involvement of municipalities in noise protection measures in the course of new construction and expansion projects will be handled in the relevant project. A material proportion of the measures included in the existing noise abatement programme in the affected municipalities have already been implemented. In a small number of local authorities, refurbishment is not required, as noise abatement measures have already been implemented as part of major projects, or there is no interest in implementing such measures within the local authority area. Refurbishment measures are currently also in the planning or implementation phase; corresponding agreements have already been signed in some municipalities, while in others they are currently being coordinated. As the topic of “noise” is assigned strategically to the organisational units “Asset Management and Strategic Planning” and operationally to “Route Management and Asset Development”, the Board Member responsible for the Network Expansion and Infrastructure Provision division is the highest-ranking position within the ÖBB-Infrastruktur Group responsible for the engagement of affected communities. Compliance with the regulations described in sub-section SBM-3 ensures that the needs of particularly vulnerable groups are also covered. The ÖBB-Infrastruktur Group has implemented a central customer service in the “B2C” area for stakeholders such as passengers, residents and station visitors etc. This service handles enquiries and complaints on infrastructure issues such as station facilities, customer information at stations, station cleanliness and construction work etc. Matters relating to ÖBB passenger transport are handled directly by ÖBB passenger transport customer service. Communication with residents and stakeholders is based on two pillars: on the one hand, an information policy that is as transparent as possible and based on mutual respect, and on the other hand, informing and involving all stakeholders as early as possible. This includes, for example, clear communication explaining that construction work may be noisy and cause disruption for a limited period. The most accessible form of participation is information: Measures in this area include direct mail, information leaflets, exhibitions, information events and online information resources. Proven models for stakeholder and public engagement are used in the planning and implementation of rail infrastructure projects: Through “round-table discussions”, dialogue forums or guided route selection processes, the necessary stakeholders are involved at an early stage. The aim is to find solutions that are acceptable to all stakeholders. The general approach to implementing remedial measures is primarily via the ÖBB-Infrastruktur Group’s complaint management system. Enquiries and complaints can be submitted to the ÖBB-Infrastruktur Group by letter, e-mail (infra.kundenservice@oebb.at ), contact form (https://infrastruktur.oebb.at/de/kontakt/kontaktformular ) or social media. These contact details are included in all correspondence, information materials, websites, etc. During the processing of enquiries and complaints, action points and attachments are recorded and stored in a digital management system. Periodic evaluations form the basis for management. This also allows us to monitor response times and the resolution of any adverse effects. An initial response to customers should be provided within 48 hours (on working days). Incoming enquiries are assigned to the relevant organisational unit. The high number of daily enquiries from all sections of the population and regions shows that the contact options are well known and easy to find. The enquiries received as direct responses to events and mailshots etc. also show that the communication channels are recognised and accepted. If remedial measures need to be taken after the contacts have been processed, this is done individually and on a case-by-case basis by the responsible organisational unit. To date, the ÖBB-Infrastruktur Group has not been made aware of any issues raised by stakeholders regarding the accessibility of these channels (via the media, verbally, etc.).