Annual Report 2025 – ÖBB-Infrastruktur AG

ÖBB-Infrastruktur Aktiengesellschaft Group Management Report | Consolidated Financial Statements 137 S4-4 S4-5 Measures and targets related to managing material negative impacts, advancing positive impacts, and managing material risks and opportunities The following targets are intended to support the continuous improvement of the services provided by the ÖBB- Infrastruktur Group. These targets were developed using the results of the consumer and end user engagement processes described in sub-section S4-2 S4-3 . The achievement of these objectives is monitored by regularly collecting the target values. Target Tar- get year Target level Unit/KPI Base year Base year value value 2025 Value 2024 Policies Material IROs Increase in customer satisfaction to 76 points in 2030 1) . 2030 76.0 Points 2023 74.0 74.0 73.0 S4-K-1 S4-K-2 S4-A-1 S4-F-1 S4-A-3 A commitment to provide accessible transport stations across the ÖBB-Infrastruktur AG network for 90% of passengers by 2027 2) 2027 90.0 % 2022 86.5 88.6 88.2 S4-K-1 S4-K-2 S4-A-4 Improvement in the Operational Safety Index (BSX) 3) 2030 55.7 Points 2012- 2016 71.0 41.9 52.3 S4-K-2 S4-K-3 S4-A-2 1) B2C customer satisfaction is measured by an external company using a Group-wide passenger survey. The survey is conducted by telephone interviews, written questionnaires (self-completed) and observations or mystery tours. The self-completed questionnaires are used to determine the value. Information relevant to the ÖBB-Infrastruktur Group is collected on various topics (e.g. punctuality, accessibility of stations and personal sense of safety at stations etc.). The maximum number of points is 100. 2) The accessibility indicator is calculated by dividing the total number of passengers at accessible stations by the total number of passengers. The key figure is expressed as a percentage and is determined annually. 3) The baseline is the 2012 value, set at 100. The basis for calculating the target value was defined using the five-year average from 2012 to 2016, with an annual improvement of 2% from 2018 onwards, and extrapolated to the period from 2023 to 2030. Calculation: The operational safety index is calculated by multiplying the number of defined incidents/events by a weighting derived from the respective potential for damage, and is normalised by the number of train-kilometres travelled. The index is expressed in points, with changes shown relative to a reference point (the base year is 2012, with an index value of 100). The lower the value, the better. Stakeholders are involved through a double materiality analysis (see sub-section ESRS 2 IRO-1) , but they are not specifically involved in the formulation of objectives. The following section provides further information on the aforementioned objectives in relation to consumers and end users, and lists the most important measures for achieving these objectives. These measures have been taken to minimise material negative impacts of the ÖBB-Infrastruktur Group on consumers and end users and to achieve material positive impacts. The financial resources allocated for this purpose are set out in the publicly available framework plan. The effectiveness of these measures can be monitored through the channels described in sub-section S4-2 S4-3 . In addition, this sub-section describes the complaint options available to consumers and end users. If remedial measures are necessary as a result of complaints, these will be initiated individually and on a case-by-case basis in order to mitigate any negative effects. If a target or measure is behind schedule, this is explicitly stated. If any significant changes were made to an objective during the reporting year, this will be explained in the description of the methodology.