Annual Report 2025 – ÖBB-Infrastruktur AG

ÖBB-Infrastruktur Aktiengesellschaft Group Management Report | Consolidated Financial Statements 136 Safety on railway premises is of particular importance, as every year in Austria people are harmed on railway tracks as a result of reckless behaviour, ignorance and carelessness. A safety campaign is being run to raise awareness among the public and rail users. In order to minimise operational safety risks – such as those arising from train or shunting accidents – for customers and end users, as well as for employees, the Group Safety Strategy for Operational Safety and the Safety Programme were developed (see sub-section S4-4 S4-5 ). Respect for human rights is also a top priority for the ÖBB-Infrastruktur Group in the context of consumers and end users and is enshrined in existing policies (Code of Conduct, Supplier Code of Conduct, ÖBB internal equality policy) of the ÖBB- Infrastruktur Group. Information on this can be found in sub-section ESRS 2 GOV-4 . No serious problems or incidents relating to human rights in conjunction with consumers and end users of the ÖBB-Infrastruktur Group were registered for 2025. S4-2 S4-3 Processes for engaging with consumers and end-users about impacts and processes to remediate negative impacts and channels for consumers and end-users to raise concerns To ensure that consumers and end users are taken into account, the Corporate Development organisational unit conducts customer satisfaction surveys at least every two years. The results of the survey will be made available to the relevant divisions and will form the basis for the organisation’s future strategic direction, for the development of operational measures, and for the identification and implementation of opportunities for improvement. As the highest-ranking body within the ÖBB-Infrastruktur Group, the Management Board – which is responsible for Operations, Market and Digitalisation – is tasked with ensuring that these insights are incorporated into the corporate strategy. Various survey methods are used (quantitative, qualitative and structural equation models etc.). The added value of these surveys for these customer groups can be described as follows: Insight into satisfaction with service delivery, identification of specific areas for improvement, insight into future expectations and long-term customer needs, direct feedback from users, and knowledge and general perceptions of the ÖBB-Infrastruktur Group, in order to identify strategic strengths and weaknesses, as well as opportunities and risks. Depending on the topic, direct exchange with people with disabilities, interest groups and experts takes place either on site at stations or via video conferencing in the digital space. Stakeholders can, among other things, discuss and help shape new railway stations, products and innovations in the areas of customer information and wayfinding, elements of station facilities, as well as the implementation of smaller measures within the existing infrastructure. The aim is to implement sustainable measures and policies that promote barrier-free and inclusive mobility. In the 2025 reporting year, various stakeholders from the public and private sectors once again participated in discussions and exchanges on the further development of accessibility, which can be attributed to the positive effectiveness of the collaboration between the ÖBB-Infrastruktur Group and its consumers and end users. Examples include representatives of advocacy organisations (e.g. the Austrian Association for the Blind and Visually Impaired, the Austrian Disability Council, BIZEPS and the “Verein Blickkontakt” association), national transport companies (e.g. Wiener Linien), experts from the Accessibility Staff Unit of the Federal Ministry for Innovation, Mobility and Infrastructure and the Ministry of Social Affairs, as well as accessibility experts. Furthermore, there is close exchange with other railways in the EU within the framework of working groups such as the UIC (International Union of Railways) or the CER (Community of European Railway and Infrastructure Companies). However, the methods described above not only serve to involve consumers and end users, but also support the evaluation of the efficacy of the measures described in sub-sections S4-4 and S4-5 and the identification of possible further measures. Consumers and end users may direct any enquiries or complaints regarding infrastructure matters to the customer service department described in the sub-section S3-2 S3-3 under “B2C”, as well as via the ÖBB-Infrastruktur Group’s complaints channels. These ensure that remedial measures are initiated effectively and in a timely manner in the event of adverse impacts. Policies used by the ÖBB-Infrastruktur Group to protect individuals from retaliatory measures are explained in sub-section G1-1 G1-3 .