4 Introduction Customers Social Governance Appendix Environment Sustainability Report 2021 16 18 20 24 5 7 11 Message from Chairman and CEO About ttb Sustainability at ttb 15 Customers Getting through COVID-19 Together Financial Well-being Digital Transformation Customer Experience 27 Environment Responsible Lending Sustainable Finance Our Environmental Impacts 28 29 34 65 69 74 77 About this Report Sustainability Performance GRI Content Index Assurance Statement 50 Governance Corporate Governance and Business Ethics Risk Management Market Conduct Data Privacy and Cybersecurity 51 54 58 61 Social 35 Financial Literacy and Inclusion People Social Development 36 40 46
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