7

Social

7.1. Our people

7.2. Workers in the supply chain
7.3. Communities
7.4. Our customers

Inditex Group Annual Report 2023 Statement on Non-Financial Information 248

7. Social 7.1. Nuestras personas

Inditex Group Annual Report 2023 Statement on Non-Financial Information 249

7. Social 7.1. Our people

7.1. Our people

Material topic: Fair working conditions; Diversity, equality and inclusion; Talent management; Health, safety and well-being.

7.1.1. About us
GRI 2-4; 2-7; 3-3; 404-2; 405-1; 405-2; AF22

The Group’s workforce is defined by its gender and age diversity, with a
At Inditex we believe that our teams are the engine of the Company’s
majority of women. At the end of 2023, 74% of our workforce are
transformation and continuous growth, thanks to their talent,
commitment and capacity to adapt to environmental changes. women, while 26% are men (75% and 25% in 2022). Moreover, 0.02% of
our workforce identifies as non-binary and 0.01% as unspecified
48
Our aim is to help all of our people develop their full potential as part of gender-other . With regard to their age, our teams comprise people
a diverse, creative and innovative team. To achieve this, we foster from various generations, with a predominance of the youngest age
opportunities for their development and training, with the aim of groups. The average age of our workforce is 30.6 years old (29.6 years
contributing to their professional and personal growth. old in 2022).

The people strategy rests on four pillars: promoting our values and our The Group’s international presence, with people employed in 57
culture; diversity and inclusion in our teams, with equal opportunities; markets is another of our strengths, as it provides us with the
a firm commitment to talent, providing opportunities for development, opportunity to define global policies, while at the same time attending to
internal promotion and mobility; and guaranteeing the safety, health the particular characteristics of each market, enriching and
and well-being of our teams, with quality, stable and stimulating jobs. strengthening our corporate culture. Multiculturalism is an opportunity
to add new ideas and pool experiences, making us a more creative
At the close of the financial year 2023, our Group comprises a team of company and one better prepared to understand the complexity of the
161,281 people employed in 57 markets and representing a total of 174 market. Spain, with 47,761 employees, accounts for 30% of the total
nationalities (164,997 people, 59 markets and 182 nationalities in 2022). workforce.

The Inditex Group can be described with four features: Our horizontal organisation fosters open communication across the
entire workforce, and nurtures the creation of collaborative working
Generational and gender diversity environments. This continuous dialogue enables us to identify
opportunities for improvement in all areas and at every level of our
International presence business. In addition, our approach to job classifications is broad, with
store employees having a special relevance in this classification.
Horizontal organisation
The customer is at the heart of our business model. Accordingly, our
A customer-centric approach stores, where 86% of our people work, play a crucial role in the
Company. Notably, in recent years the teams dedicated to online sales
have grown strongly, which together with the rest of the Group's areas
of activity (factories, logistics and central services), serves the integrated
store and online platform of all seven of our brands, comprising a
network of more than 5,600 stores.

48
As part of our commitment to gender diversity and non-discrimination, from financial year 2023 we have broadened the spectrum of gender identities reported in the
workforce indicators. Information from previous years for non-binary or unspecified-other gender is not available.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 250

7. Social 7.1. Our people

Our people in 2023

161,281 people 174 nationalities

Distribution by activity Distribution by geography

2023 2022 2023 2022
Number of Number of Number of Number of
% % % %
employees employees employees employees
Store 138,977 86% 143,365 86% Americas 19,963 12% 20,909 13%

Central services 11,612 7% 11,374 7% Asia and rest of the world 15,526 10% 14,457 9%

Logistics 10,090 6% 9,670 6% Spain 47,761 30% 46,154 28%

Factories 602 1% 588 1% Europe (ex-Spain) 78,031 48% 83,476 51%

Total 161,281 100% 164,997 100% Total 161,281 100% 164,997 100%

Distribution by age Distribution by gender

2023 2022 2023 2022

Number of Number of
Number of Number of % %
% % employees employees
employees employees
Women 118,925 74% 123,201 75%
Under 30 years old 89,690 56% 94,666 57%
Men 42,309 26% 41,796 25%
30 to 40 years old 43,310 27% 44,644 27%
Non-binary 25 0.02% — —
Over 40 years old 28,281 18% 25,686 16%
Others/Unspecified 22 0.01% — —

Total 161,281 100% 164,997 100% Total 161,281 100% 164,997 100%

Inditex Group Annual Report 2023 Statement on Non-Financial Information 251

7. Social 7.1. Our people

49,50
Distribution by market
Europe (ex-Spain) 2023 2022
Albania 310 332
Germany 5,046 4,951
Austria 1,409 1,320
Belgium 2,955 2,977
Belarus 352 370
Bosnia-Herzegovina 427 420
Bulgaria 781 750
Croatia 1,184 1,125
Denmark 295 296
Slovakia 467 469
Slovenia 228 218
Finland 174 203
France 10,975 11,302
Greece 4,065 3,930
The table below shows the breakdown and evolution of the workforce Hungary 1,109 1,214
by professional category and market. The functional description of each Ireland 1,016 1,027
of the job classification groups included in this Report is as follows:
Italy 10,283 9,971
/ Management: employees in management positions with Luxembourg 304 335
responsibility for interdisciplinary working groups related to the areas North Macedonia 325 315
of design, manufacturing, distribution, logistics, stores, technology, Monaco 40 41
sustainability and other general services. This category includes store
Montenegro 165 155
managers.
Norway 343 364
/ Supervisor: employees who are part of interdepartmental and Netherlands 3,089 2,947
transversal working groups for design, logistics and stores, as well as Poland 4,594 4,623
sustainability, technology and other general services.
Portugal 6,964 7,016
/ Specialist: employees with an impact through individual contribution United Kingdom 6,739 6,751
related to one of the Group's activities in the areas of design, Czech Republic 674 676
manufacturing, distribution, logistics, stores, sustainability, technology
Romania 2,899 2,879
and other general services.
Russia 3 5,303
Serbia 1,422 1,262
Distribution by job classification
Sweden 695 716
2023 2022
Switzerland 1,398 1,470
Number of Number of
% % Türkiye 6,496 6,622
employees employees
Management 9,811 6% 10,692 6% Ukraine 809 1,127
Supervisor 14,976 9% 14,754 9% Total 78,031 83,476
Specialist 136,494 85% 139,551 85%
Total 161,281 100% 164,997 100%

49
As a result of the conflict in Ukraine, which began in February 2022, operations in that market have remained suspended at year end. During 2023, Inditex continues its
support to the Ukrainian workforce, maintaining the full payment of salaries and the measures needed to support the staff as necessary. As regards the Russian business,
the year-on-year change in the number of employees is due to the sale of our business to the Daher Group. For more information see Note 33 of the Consolidated Annual
Accounts.
50
During 2023, the business was sold and subsequently franchised in Argentina and Uruguay, which is why the year-on-year variation in these markets is justified. For
more information see Note 33 of the Consolidated Annual Accounts.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 252

7. Social 7.1. Our people

49,50
Distribution by market
Asia and rest of the world 2023 2022
Australia 2,076 1,863
Bangladesh 76 75
Cambodia 4 3
South Korea 1,639 1,529
India 1,691 1,543
Japan 2,837 2,780
Kazakhstan 1,272 1,189
Morocco 42 40
New Zealand 138 106
Pakistan 11 9
Singapore 3 4
South Africa 556 496
Vietnam 18 14
Mainland China 3,887 3,771
Taiwan, China 531 450
Hong Kong SAR 702 532
Macao SAR 43 53
Total 15,526 14,457

Spain 2023 2022

Spain 47,761 46,154

Americas 2023 2022

Argentina — 718
Brazil 3,162 2,697
Canada 2,653 3,025
Chile 992 955
United States 6,170 6,374
Mexico 6,986 6,825
Uruguay — 314
Total 19,963 20,909

Inditex Group Annual Report 2023 Statement on Non-Financial Information 253

7. Social 7.1. Our people

7.1.1.1. Employment
It is a priority for Inditex to create motivating, stable and safe working Distribution of the workforce by contract type
environments, with equal opportunities and development, ensuring the In 2023, 81% of our people were on a permanent contract (compared
utmost care for the conditions of our people. We strive to adapt our with 82% in 2022).
responses to the local needs in the 57 markets in which our employees
are present, and to guarantee quality workplaces. The tables below show the different types of contract by gender, age
and job classification:

Employee distribution by contract type, gender, age and job classification

2023 2022
Permanent Temporary Permanent Temporary
Number of Number of Number of Number of
% % % %
employees employees employees employees
Distribution by gender
Women 96,263 81% 22,662 19% 99,963 81% 23,240 19%
Men 34,910 83% 7,398 17% 34,881 83% 6,913 17%
Non-binary 25 100% 0 0% — — — —
Others /
22 100% 0 0% — — — —
Unspecified
Total 131,221 81% 30,060 19% 134,843 82% 30,153 18%
Distribution by age
Under 30 years old 64,916 72% 24,774 28% 69,358 73% 25,305 27%
30 to 40 years old 39,327 91% 3,983 9% 40,878 92% 3,770 8%
Over 40 years old 26,978 95% 1,303 5% 24,607 96% 1,078 4%
Total 131,221 81% 30,060 19% 134,843 82% 30,153 18%
Distribution by job classification
Management 9,548 97% 262 3% 10,418 97% 276 3%
Supervisor 14,530 97% 446 3% 14,315 97% 444 3%
Specialist 107,143 78% 29,352 22% 110,111 79% 29,434 21%
Total 131,221 81% 30,060 19% 134,843 82% 30,153 18%

Distribution of the workforce by type of working hours

In terms of working hours, 58% of Inditex’s employees work part-time
and 42% work full time in 2023 (59% part-time and 41% full-time in 2022).

This breakdown of workers by type of working hours is typical of the

retail sector, where there are sales periods with peaks of activity that
require part-time reinforcements. We also often hire people who
combine their work at Inditex with other activities, such as studies.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 254

7. Social 7.1. Our people

The full-time equivalent (FTE) workforce, a meaningful indicator when it Below is a breakdown of part-time employees by gender, age and job
comes to analysing employment quality, shows the workforce resulting classification:
51
from combining all full-time hours. In 2023, it represented 78% of total
jobs (77% in 2022).

The distribution of part-time employees by gender, age and job classification

2023 2022
Part-time Full-time Part-time Full-time
Number of Number of Number of Number of
% % % %
employees employees employees employees
Distribution by gender
Women 72,620 61% 46,305 39% 76,348 62% 46,854 38%
Men 21,139 50% 21,169 50% 21,498 51% 20,297 49%
Non-binary 14 56% 11 44% — — — —
Others /
16 73% 6 27% — — — —
Unspecified
Total 93,789 58% 67,491 42% 97,845 59% 67,151 41%
Distribution by age
Under 30 years old 65,946 74% 23,744 26% 70,718 75% 23,927 25%
30 to 40 years old 18,130 42% 25,180 58% 18,483 41% 26,178 59%
Over 40 years old 9,713 34% 18,567 66 % 8,644 34% 17,047 66%
Total 93,789 58% 67,491 42% 97,845 59% 67,151 41%
Distribution by job classification
Management 401 4% 9,410 96% 433 4% 10,263 96%
Supervisor 1,544 10% 13,431 90% 1,433 10% 13,328 90%
Specialist 91,844 67% 44,650 33% 95,980 69% 43,561 31%
Total 93,789 58% 67,491 42% 97,845 59% 67,151 41%

Leavers
The workforce in Spain at the end of 2023 totalled 47,761 people, of breakdown of dismissals by age in Spain, 39% affected staff aged 30 to
whom 74% were women and 26% were men. 40 years, the age group which accounts for 32% of staff in Spain. The
proportion is consistent with the distribution of the workforce in the
In that period, dismissal for various reasons accounted for 776 leavers in country where the Group's corporate services are located: 29% of the
Spain (710 in 2022). Breaking down these figures by gender, it is dismissals were in the over-40 age bracket (representing 37% of our
proportionately similar to the gender breakdown of the workforce as a workforce), and the remaining 32% in the under-30 age bracket
whole, as the number of women who were dismissed was 551, or 71% of (representing 32% of our workforce in Spain). In 2022 the age
those dismissed, compared with 225 men, or 29% (504 women vs. 206 distribution of dismissals was 24% in the under 30 age group 44% in the
men in 2022). 30-40 age group and 31% for the over-40 age group.

With regard to the breakdown of dismissals by job classification, in Globally, with a workforce of 161,281 people in 2023 (164,997 people in
Spain, 76% were concentrated in specialist positions, according to the 2022), in 2023 there were 5,100 dismissals (5,694 dismissals in 2022). Of
classification previously provided (80% in 2022), for stores and the total, the number of women who terminated their relationship with
headquarters, own factories and logistics centres alike. 13% of the the Group for this reason was 3,508, 69%, compared to 1,590 men, 31%,
dismissals were in supervisor positions, and the remaining 11% in and 2 non-binary people, 0.04% (3,976 women and 1,718 men in 2022),
management positions (11% and 9% in 2022 respectively). Regarding the again consistent with the gender distribution of the overall workforce. As

51
FTE employment data available in 2023 for 98.5% of the workforce [98.7% of the workforce in 2022. Excludes staff with non-guaranteed hours, which are located in the
following markets: Australia; Mainland China; Taiwan, China; Hong Kong SAR; Macao SAR; New Zealand SAR; and New Zealand.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 255

7. Social 7.1. Our people

for the breakdown of dismissals by job classification, 88% were all and we implement a zero-tolerance approach to any kind of
concentrated in specialist positions (88% in 2022), 6% in supervisor discrimination or harassment.
positions, and the remaining 6% in management positions, which is also
consistent with our workforce distribution (7% in supervisor positions Our aim is to build diverse teams whose members bring their unique
and 5% in management positions in 2022). By age, 67% of the perspectives and experiences and who feel secure in an inclusive
dismissals corresponded to people under 30 years of age, a category professional environment.
that encompasses 56% of the Group’s employees. 23% of the
dismissals were in the 30-40 year age group (which accounts for 27% of We strive to ensure that our teams—composed of people of different
our workforce), and the remaining 10% in the over-40 age group (which sexes, gender identities and expressions, sexual orientations, races,
accounts for 18% of our people). In 2022 this age distribution of ethnicities, ages, educational background, socio-economic statuses,
dismissals was 68% in the under 30 age group, 24% in the 30-40 age disabilities or religions, among other characteristics—, have equal
group and 8% for the over- 40 age group. opportunities and can develop their full potential, making us a more
competitive, creative and innovative company.

Diversity and inclusion, grounded on essential values such as fairness,

7.1.2. Our approach to diversity collaboration and respect, drive our business performance and
facilitate the achievement of our corporate objectives, helping us to
GRI 2-23; 2-24; 3-3; 404-2; 405-1; AF5; AF32 anticipate all the market’s fashion needs.

At Inditex we believe in the power of diversity and inclusion as drivers of

a strong corporate culture, and that is why we design opportunities for

Inditex Group Annual Report 2023 Statement on Non-Financial Information 256

7. Social 7.1. Our people

To foster a diverse, inclusive and sustainable corporate culture, we The department of Diversity and Inclusion promotes compliance with
are committed to: the Diversity and Inclusion Policy, and fosters training initiatives and
programmes in this regard within the Group. Integrated in the Culture
/ Integrating diversity and inclusion into our tools for attracting, retaining and Values team—which also encompasses diversity and inclusion as
and promoting talent, to ensure diverse profiles in all positions and at well as sustainability from a people perspective—the department is led
all levels of the Company. by the Chief Diversity Officer, who coordinates an international
diversity and inclusion team. Among other tasks, this team supports our
/ Always guaranteeing equality of opportunities and non-discrimination Diversity Champions, whose mission is to act as diversity and inclusion
for our people, regardless of their sex, gender identity and expression, coordinators in their countries, brands and workplaces to ensure that
sexual orientation, race, ethnicity, origin or different abilities, among our Diversity and Inclusion Policy is implemented, as well as to
other characteristics. contribute ideas and projects that feed into our strategy.

/ Fostering a spirit of collaboration, teamwork and respectful To address any questions regarding our commitment to diversity and
communication between people and as the core of respect for human inclusion, our people can contact us through the corporate e-mail
rights, both inside and outside the Company. address (d&i@inditex.com). They may also refer to the Human
Resources team, the department of Diversity and Inclusion and the
/ Developing procedures and implementing appropriate initiatives and
person designated as Diversity Champion for our various markets and
training programmes to achieve these goals.
brands.
Inditex's Diversity and Inclusion Policy, approved by the Board of
In addition, to ensure transparency and independence of action, and
Directors in 2017 and amended in 2020, establishes the framework of
when it comes to evaluating the various issues linked to diversity and
principles, objectives and commitments in this respect adopted by the
inclusion that may arise, Inditex has an Ethics Line to guarantee
Group. This Policy applies globally to anyone associated with the Group,
compliance with this Policy, through which it receives and fields queries
whether they are employees, customers or third-parties such as
and communications made in good faith concerning the interpretation,
contractors, suppliers, professionals involved in recruitment processes
application or enforcement of the Policy. The Ethics Line is overseen
or people working in the supply chain.
and managed internally by the Ethics Committee, a collegiate body that
reports to the Board of Directors by means of the Audit and Compliance
This Policy is derived from the Company's Code of Conduct, whose
Committee. It conducts the necessary investigations, proposing the
basic tenets are, among others, respect, acceptance and equality, and it
appropriate remediation, prevention and awareness measures. The
is also consistent with the Group’s Compliance Policy and Human
Ethics Committee acts independently and autonomously, guaranteeing
Rights Policy. The Diversity and Inclusion Policy also aims to ensure that
the confidentiality of the queries received. Communications concerning
there is no discrimination of any kind in the Company, particularly on
the interpretation, application or enforcement of the Diveristy and
grounds of gender, in any position, and in particular when appointing
Inclusion Policy may be sent to the Ethics Line using the mechanisms
members of the Board or Senior Management.
set up for this purpose on the corporate intranet (INET) and on the
In this regard, the Diversity and Inclusion Policy guides all our areas of website www.inditex.com.
action, in particular with respect to people management: recruitment
and selection, remuneration and profits, promotion, training and
professional development. Likewise, the policy also directly impacts i More information in section 8.1.2. Global Compliance Model and Criminal
Risk Prevention Model of this Report.
areas linked to our relations with people in our business model:
customer services, marketing and communication, procurement, etc.

As established in this framework document, the people who work at Because Inditex is a markedly international company, we devised the
Inditex are responsible for promoting diverse and inclusive workplaces diversity and inclusion project from a global perspective, and we
that ensure equal opportunities and foster collaboration and respectful implement it across all our markets.
communication between people, both inside and outside the Company.
All the Group’s areas, departments and subsidiaries are responsible for In May 2023, on the occasion of the World Day for Cultural Diversity
the proper implementation and application of these mandates on for Dialogue and Development, Inditex presented to the world its
diversity and inclusion. Diversity and Inclusion Manifesto, which highlights our corporate
purpose: ’We design opportunities for all’. This Manifesto also outlines
the values that represent our commitment to diversity and inclusion and
expresses our conviction that fashion will bring about changes in
society to achieve the future we believe in.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 257

7. Social 7.1. Our people

Furthermore, as evidence of our commitment to these markets, 12 of / Gender equality.

our subsidiaries in Europe (France, Germany, Croatia, Romania,
Slovenia, Italy, the Netherlands, Sweden, Greece, Portugal, Poland and / LGBT+ inclusion.
Bulgaria), as well as our office in Brussels, are adhered to the European
Union Diversity Charter. This European Commission initiative to foster / Socio-ethnic inclusion.
diversity management and inclusion in all organisations, enables our
/ Disability inclusion.
local teams to exchange best practices and to interact with other
companies and non-profit entities in this regard.
7.1.2.1. Gender equality
Moreover, in the United States, in 2019 we signed up to the Open to All
campaign, an initiative encompassing more than 200 companies and Ensuring equal treatment and opportunities for men and women at the
charitable entities whose aim is to promote the idea that all people is workplace has always been a part of our core at Inditex. We nurture
welcome in public retail spaces, regardless of their race, ethnicity, diverse and inclusive workplaces in which women, who represent 74%
nationality, gender, sexual orientation, gender identity and expression, of our workforce, feel empowered in their professional development
migratory status, religion or disability, among others. and free of any discriminatory practices. By empowering women and
men alike, our aim is to strengthen our growth and the success of the
In terms of recognitions, in December 2023 Inditex was listed for the Company and society as a whole.
fifth year running in the Financial Times-Statista 2024 Diversity Leaders
Index, ranking in the top 50 (44 vs. 299 in the prior edition). Inditex is the To guarantee equality, we promote the transversality of our training and
top Spanish company in the index and the second highest ranking in development tools (Tra!n, LEAP&Co and Talks), as well as the
the retail sector. transparency of our internal promotion tool (InTalent), which enable us
to ensure availability and objectivity in the Company’s promotion
processes.
i More information in section 3.3. Recognitions of this Report.
Cultivating women’s talent has enabled us to make solid progress in
regard to their leadership within the Group: in 2023, 78% of the
Company’s management positions were filled by women (80% in
Pillars to promote diversity and inclusion 2022). The distribution of our people by gender and job classification in
2023 is thus as follows:
Our people are at the heart of our commitment to diversity and
inclusion, which is why our work revolves around the following four
global priorities that are the drive belts of our culture of inclusion and
respect, and that also allow us to launch plans that include local
initiatives in our subsidiaries:

Distribution by gender and job classification

2023
Women Men Non-binary Other / Unspecified Total
Management 7,691 78% 2,120 22% 0 0% 0 0% 9,811
Supervisor 10,381 69% 4,593 31% 2 0.01% 0 0% 14,976
Specialist 100,853 74% 35,596 26% 23 0.02% 22 0.02% 136,494
Total 118,925 74% 42,309 26% 25 0.02% 22 0.01% 161,281

2022
Women Men Total
Management 8,553 80% 2,139 20% 10,692
Supervisor 10,364 70% 4,390 30% 14,754
Specialist 104,284 75% 35,267 25% 139,551
Total 123,201 75% 41,796 25% 164,997

Inditex Group Annual Report 2023 Statement on Non-Financial Information 258

7. Social 7.1. Our people

Furthermore, in the last few years the representation of women on the gender-based violence. This Plan coexists with the equality plans
Board of Directors has also improved notably, reaching 50% in 2023 already in place at all our logistics centres and factories.
(+28 percentage points since 2016). In this regard, not only did we
manage to amply exceed our target of 40% female representation on Likewise, in 2019 we launched an inclusive language guide to help our
the Board by 2022, in compliance with the recommendations of the teams communicate more equally in the workplace, and in 2023
Spanish Code of Good Governance, but for the first time the Board of training was given to promote the use of inclusive language among our
Directors has a parity composition. teams to avoid communication that perpetuates gender stereotypes.

Furthermore, since 2020 we have been actively working to boost the

professional careers of women in technological areas so as to promote
i More information in section 5.1.1. Good Corporate Governance of this Report. the value of diversity and inclusion and have an impact on the Company
and society. Thanks to the internal initiative Women in Tech, our work is
grounded on two pillars: the need to influence society, supporting
To achieve our equality objectives, at Inditex: actions that encourage girls to take an interest in science and
technology; and the impact on women in the world of technology
Ensure fair access to opportunities for professional development through actions that empower them. Internally, we conduct women’s
In Spain, Inditex equality plans include measures that affect different leadership programmes and our talent pool promotes fairness and
areas of labour relations, such as selection, recruitment, promotion, diversity within the technology team. In this year's junior programmes,
training, occupational health, remuneration and work-life balance. This 50% of the new recruits were women, addressing our internal objective
work is further underpinned by the committees that monitor the plans, of increasing the proportion of women in technology and related
which meet regularly to verify their compliance and effectiveness. There positions.
are also action protocols designed to prevent sexual and/or gender-
based harassment. In April 2023, the Group signed its Equality Plan in
Spain. The Plan applies to all brands for store and central services staff,
unifying the measures in place under previous plans. The Plan
comprises more than a hundred measures aimed at promoting
workforce training and professional development, nurturing work-life
balance and co-responsibility, reducing bias, and protecting victims of

Inditex Group Annual Report 2023 Statement on Non-Financial Information 259

7. Social 7.1. Our people

Against this backdrop, in 2023 for the second consecutive year Inditex
supported the Technovation Girls project, an entrepreneurship and i More information in section 7.1.3. Equal pay and remuneration policy of this
innovation programme that invites girls and young people aged 8 to 18 Report.
to learn and develop skills for using technology to solve problems, with
the aim of reducing the existing gender technology gap. This
collaboration was carried out through the sponsorship of Power to Moreover, in 2023, within the framework of the Equality Plan, and
Code, an ambassador organisation for this initiative in Spain, and the considering the workforce in Spain, the wage audit carried out in 2022
support for more than 20 projects presented. was reviewed by external suppliers, obtaining a verification on the basis
of the revised International Standard on Assurance Engagements (ISAE)
Create safe spaces in which there is no harassment or violence 3000. This verification guarantees the integrity of the Remuneration
against women Register and Wage Audit carried out by the Company, the findings of
As a company that rejects any kind of discrimination, at Inditex we which establish that there is no gender-based pay discrimination in
strive to prevent sexual harassment, abuse and sexual violence at the work of equal value.
workplace by means of internal policies that prevent these behaviours.
The Global Anti-Harassment Policy, approved in March 2022, Audit our policies and best practices
enhanced the information and training for the entire workforce in this Likewise, in 2023 we have also continued to implement work plans and
connection. Amended in 2023, its areas of action were reinforced and it monitoring and assessment systems to foster gender equality and
focuses on protecting everyone at work from any situation of women empowerment in our workplaces. And we have continued to
harassment, in any of its manifestations or forms. Prevention, care and pursue our GEEIS (Gender Equality European and International
support and response to victims are the main axes of this Policy. Standard) certification strategy across our various subsidiaries. GEEIS
recognises those companies and workplaces that are actively engaged
In this regard, in 2013 Inditex signed an agreement with the then in building a fairer society, based on equality between men and women
Ministerio de Sanidad, Servicios Sociales e Igualdad of Spain to raise and on diversity and inclusion as the pivotal values of their policies.
awareness and promote the integration of victims into the workplace. It Between 2018 and 2023, the global corporate Group and 9 of our
was further endorsed in 2022 through renewal of the agreement with subsidiaries worldwide (Belgium, France, Italy, the Nordic hub, Germany,
the Ministerio de Igualdad in the framework of the ‘Businesses for a Ukraine, Bulgaria, Romania and the United States) –in addition to the
gender-violence-free society’ initiative. To continue raising awareness of Russian subsidiary before its closure– were awarded this certification,
gender-based violence, all the human resources teams in Spain audited by Bureau Veritas. This certification plan, which will continue to
constitute an internal ‘Punto Violeta’ , receiving specific training from the advance in the next few years, is enabling us to consistently and
Red Cross on how to tackle gender-based violence. continuously deploy our gender equality policies in our various markets.
Likewise, once again this year we highlight our commitment to stop Apply our principles across the value chain
gender-based violence through various information campaigns that we
conduct every 25 November, the International Day for the Elimination of We also foster equality, diversity and inclusion among the workers in our
Violence against Women, a key date on our diversity and inclusion supply chain. In this regard, we implement our Workers at the Centre
calendar that strengthens our commitment to raising visibility regarding 2023-2025 strategy, which focuses especially on the most vulnerable
this social problem and to helping victims. groups and fosters respectful environments, free from discrimination,
abuse or harassment.

i More information on the Global Anti-Harassment Policy.

i More information in section 7.2. Workers in the supply chain of this Report.

Foster wage parity

With regard to other equality-related labour measures, at Inditex we are
committed to equal pay for women and men. This commitment rests on
a remuneration policy established in accordance with the value that
each person contributes from their professional experience, dedication
and responsibility, with no discrimination on the grounds of gender, age,
culture, religion, race or any other characteristic. Accordingly, and in
keeping with previous years, the pay gap analysis in 2023 shows wage
parity between women and men in our workforce.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 260

7. Social 7.1. Our people

In recognition of our efforts to implement initiatives that foster gender systems are compliant with current legislation and aim not only to
equality globally, in January 2023, Inditex was included for the fourth uphold the laws in our markets but also to guarantee the safety and
year running in 2023 Bloomberg’s Gender-Equality Index, which privacy of our LGBT+ people.
features the companies that are most committed in this respect.
Similarly, the Equileap ranking, an analysis of nearly 4,000 companies Through our corporate project ‘I AM PROUD’, we nurture environments
based on 19 gender equality criteria, highlights Inditex in its 2023 report where everyone is welcome and where prejudice, gender stereotypes
as the only Spanish company that carries out gender audits. and discrimination based on gender identity and sexual orientation are
tackled. In 2023, on the occasion of International LGBT+ Pride Day,
Review our work-life balance policies to ensure that they support our many of our subsidiaries actively participated in various celebrations,
goal of fair access to opportunities for development talks and 'good morning meetings' to reflect on the importance of allies
in creating more inclusive work environments.
Work-life balance is paramount for Inditex, as, when viewed from the
perspective of co-responsibility, it helps ensure the well-being of our
Furthermore, in the United States we held the third edition of the IN
people and underpins equality of opportunities within the Company.
Pride program to help transgender and non-binary people access
Accordingly, Inditex ensures that work-life balance measures are
employment, focused on creating job opportunities at our stores in
implemented in all its markets. In Spain, these measures are included in
conjunction with two New York organisations: The Door and The Ali
the Equality Plans, while at the international level work is ongoing to
Forney Center. In addition, the 2022 edition of the Salta project in
improve the rights guaranteed by local legislation, with the emphasis on
logistics centres in Spain incorporated the IN Pride philosophy as a first
those markets where legislation is not especially favourable. Among our
step to growing this project.
priorities in 2023 was to continue promoting and broadening measures
to improve work-life balance such as flexible working hours, efficient In terms of recognitions, the United States and Mexico subsidiaries
organisation of teams, extending leave for caring for children and/or were listed in the Corporate Equality Index 2023 compiled by Human
dependants and granting financial assistance to help cover the cost of Rights Campaign Foundation, which selects the companies with the
childcare or other care. best practices in LGBT+ inclusion. They obtained scores of 90 over 100
and 70 over 100, respectively.
i More information in section 7.1.6. Work-life balance of this Report.
7.1.2.3. Socio-ethnic inclusion
At Inditex we firmly work to provide safe spaces, free of any expression
7.1.2.2. Inclusion of the LGBT+ community of racism or discrimination, both for our employees and customers. As a
At Inditex we are fully committed to the highest level of diversity and company comprising people of 174 nationalities, diversity is at our core,
inclusion, and therefore every member of our teams plays a valuable and that is why we place equality, respect for human rights and the fight
role in promoting the utmost respect for our customers and everyone in against racism at the heart of what we do.
the Group. Mindful as we are that the greater the diversity in societies
Our determination to promote these values is not just a simple
and in businesses, the more creative, productive and innovative they
statement. Rather, our Diversity and Inclusion Policy and Global Anti-
are, at Inditex we see the inclusion of the LGBT+ community as crucial
Harassment Policy, establishes a framework of action for preventing
to create safe spaces in which no-one feels invisible, inhibited or
and eliminating any conduct that constitutes any form of harassment or
mistreated because of their sexual orientation or their gender identity
discrimination. In addition, our Ethics Line allows us to monitor any
and expression.
potential incidents of racism that may arise.
In 2018 we signed up to the UN Standards of Conduct for Business:
Tackling Discrimination against Lesbian, Gay, Bi, Trans, & Intersex
People, promoted by the UN and based on the UN Guiding Principles
on Business and Human Rights, and including contributions from
hundreds of companies from a range of sectors.

In 2023, to prevent all discrimination against transgender and non-

binary people, we continued to strengthen our internal non-
discrimination policies. On the one hand, we are adapting our systems
so that our people can express their gender identity within a spectrum
of options ranging from binary ('Male' and 'Female') to 'Non-Binary' and
'Other/Unspecified'. Furthermore, we have also added a field to our
systems that allows people to enter their 'social name' (or the name by
which a trans or non-binary person is identified and socially recognised)
in order to protect members of this community from potentially
vulnerable situations in their daily lives, while ensuring that their legal
name can still be used when necessary. These adaptations to our

Inditex Group Annual Report 2023 Statement on Non-Financial Information 261

7. Social 7.1. Our people

52
Through awareness and training plans on diversity, equality and Breakdown by ethnic or racial group
inclusion, we offer country-specific training programmes, opening
people’s minds to the impact of unconscious bias and United States 2023 2022
microaggressions in managing people and underscoring the need to
Ethnic or racial group % %
combat all forms of discrimination and racism.
Hispanic or Latino 48.6% 48.2%
At Inditex we also know that migrants and refugees are the people most Black or African American 18.9% 20.8%
vulnerable to discrimination and racism at work. To promote the White 14.9% 14.1%
integration of these groups and reduce inequalities, we have
Asian 9.4% 8.7%
employability programmes, most notably the Salta programme,
focusing on the socio-occupational inclusion of vulnerable groups. Two or More Races 4.8% 5.0%
Salta is aimed at generating employment opportunities in our stores, American Indian/Alaska Native 0.2% 0.4%
logistics centres and factories for persons or groups in special Native Hawaiian/Pacific Islander 0.3% 0.1%
circumstances that make their employability more complex. In Salta we
Not Specified 2.9% 2.7%
work with various NGOs that support us in the process of selection,
training and follow-up of the participants. Created in France in 2008, the Total 100% 100%
programme is now present in 18 markets in 2023 (France, Spain, Italy,
Portugal, Poland, Brazil, the United States, the United Kingdom,
Germany, Mexico, Greece, South Korea, Türkiye, Romania, India, South Africa 2023 2022
Kazakhstan and, for the first time, Canada and Croatia). As a result of Ethnic or racial group % %
this initiative, since 2008 more than 1,800 people have joined our teams Black South Africans 89.0% 87.9%
in stores, logistics platforms and factories, and more than 3,800 people
Coloured South Africans 6.9% 7.2%
have taken part in this project as trainers or tutors.
Indian/Asian South Africans 1.8% 1.7%
Internationally, since 2018, Inditex collaborates with the ENAR White South Africans 0.9% 1.1%
Foundation (European Network Against Racism), a European Foreign Nationals 1.4% 2.1%
organisation based in Brussels that fights all forms of racism and
Total 100% 100%
discrimination. In the United States, we signed the Mitigate Racial Bias
in Retail charter in 2022, calling for actions to eliminate racial bias in
shopping experiences, and we once again contributed to the NAACP
Legal Defense & Educational Fund, an organisation that actively fights 7.1.2.4. Inclusion of people with disabilities
racism, discrimination and injustice, particularly within African-American
communities. It is a priority for Inditex to help people with disabilities to overcome the
barriers they face, both in access to the labour market and in their daily
Lastly, it is worth mentioning that in most markets, and especially in lives. The Group’s disability inclusion strategy is based on three priority
Europe, the privacy and personal data protection regulations do not areas:
allow companies to compile data containing ethnic or racial criteria.
However, in markets like the United States and South Africa, the / Employability, direct recruitment and professional development.
legislation on equality and non-discrimination places the emphasis on
knowing the individual’s ethnic and racial identity so as to ensure equal / Disability awareness and training for our people.
opportunities and rights.
/ Accessibility and inclusive shopping experience.

Employability, direct recruitment and professional development

Our commitment to the inclusion of people with disabilities in the
workplace is founded upon the basic principles of dignity and
independence, availing them of the opportunities and resources to play
an active and equal role in society.

At the end of 2023, in Inditex we directly employed 2,041 persons with a

disability (1,698 in 2022). Moreover, since 2022 in Spain, alternative
measures (collaboration with special employment centres, donations
and sponsorships to conduct employment insertion activities for people
with disabilities) are no longer used, culminating the process of

52
The official nomenclature of the recognised racial and ethnic groups in these countries has been maintained in their original language.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 262

7. Social 7.1. Our people

prioritising direct hiring as an integration measure. There are different Tempe started the refurbishment of the for&from establishment in San
regulatory frameworks in the various markets where we operate, so Sebastián de los Reyes (Madrid).
regulations are not always comparable to the ones in force in Spain,
whether due to the absence of minimum recruitment quotas or out of Disability awareness and training
respect for the privacy of individuals, with the right of citizens not to With the aim of promoting the full inclusion of people with disabilities in
disclose their disability prevailing. As a result, in some cases we have no our teams, in October 2023, for the fourth consecutive year, we held the
measured data available. Impact Week worldwide, focusing on disability inclusion. The purpose of
this initiative is to raise awareness and mobilise our workforce to
As part of our ambition to boost direct hiring of people with disabilities,
continue to promote accessibility projects, customer and employee
we hired 598 people since the publication of our public commitment in
experience for people with disabilities, thereby helping to break down
January 2023, when there were 1,443 people with disabilities in our
barriers and foster equal opportunities.
teams. This represents 41% progress against our target of doubling the
number of people with disabilities in our Company. Our aim is to foster In addition, several of our subsidiaries implement training plans to help
the inclusion of these professionals in our network of stores, logistics them achieve their recruitment targets and improve their inclusion of
centres, warehouses and offices worldwide. This new commitment was people with disabilities. This is the case in Germany, where we
announced by Inditex’s CEO in a meeting with the Director-General of collaborate closely with the Federal Employment Agency; France, with
the International Labour Organization (ILO), Gilbert F. Houngbo. The the Accord Handicap company agreement on disability; Italy, which has
announcement was made after the Company joined the ILO Global implemented the ALL IN project for the occupational integration of
Business and Disability Network, a global network of companies and people with intellectual disabilities in Milan and Verona; Portugal, with its
organisations that seeks to promote the workplace inclusion of people Eu Incluo project; Japan, which holds regular meetings with partner
with disabilities. associations and staff with disabilities; or Romania, which provides
internal training to its teams and recruitment with the support of
The INCLUYE programme, created in 2021, drives the socio-
different NGOs and the Department for Social Assistance.
occupational integration of people with disabilities. Since 2022, all
Inditex’s direct employability projects worldwide were grouped together Accessibility and inclusive shopping experience
and consolidated under the umbrella of the INCLUYE programme,
which has thus broadened to ensure the sustainable and lasting One of our priorities is to comply with the principles of universal
inclusion of people with disabilities. Based on supported employment accessibility, especially in respect of any members of our staff and
methodology, the programme involves local organisations that work to customers who may have any kind of disability. Thus, we strive to
achieve the occupational integration of people with disabilities, and ensure that all our workplaces meet the functional and dimensional
accompany them in their integration as a key factor for successful requirements that allow an independent use by people with disabilities
employability. or people with impaired mobility.

In Spain we have a partnership with Plena Inclusión, a federation of Furthermore, it is also important for Inditex to provide equal
organisations working towards the inclusion of people with intellectual opportunities for access to our websites and apps to people with
disabilities. Thanks to this partnership, since 2019 around 300 people different disabilities, to offer inclusive shopping experiences. Based on
have joined our Pull&Bear, Stradivarius, Zara, Oysho, Massimo Dutti and the principles of dignity, accessibility and independence, both our jobs
Zara Home stores. Furthermore, the programme continued at our portal Inditex Careers, and our internal promotion and development tool
logistics centres, also collaborating with local entities such as InTalent, as well as the websites and applications of our commercial
Fundación Prodis and the associations for people with mental brands allow access to the whole range of content through
disabilities of Aragón (ATADES) and Alicante (APSA). As a result, in 2023, functionalities adapted for people with various kinds of disability. Our
12 people with intellectual disabilities joined the Zara logistics platforms aim in the online environment is to always provide accessible services
in Meco (Madrid) and Zaragoza and the Tempe platform in Alicante. In to the broadest possible audience and to ensure that any person with
total, thanks to this programme and other partnerships with various any kind of disability may access our content.
entities, in 2023, 235 people with intellectual, physical or sensory
disabilities have been recruited in Spain.

Moreover, one of our most important occupational integration projects

is for&from, a network of stores from our different brands, managed by
charitable entities and staffed by people with various types of
disabilities, offering fashion from previous seasons at reduced prices.
This initiative currently covers 16 stores in Spain, Italy and Portugal, and
has created job opportunities for more than 750 people with different
disabilities. All these stores’ proceeds, which amount to more than 8
million euros, are reinvested in community projects run by the partner
organisations. As a novelty, in 2023 Zara Home opened its first for&from
store in Portugal, located in the Freeport Lisboa Fashion Outlet, and

Inditex Group Annual Report 2023 Statement on Non-Financial Information 263

7. Social 7.1. Our people

53
7.1.3. Equal pay and remuneration policy The outcome of the analysis carried out in 2023 shows wage parity
between men and women in Inditex. In total salary, women have been
paid 0.5% more than men. If we break down the gap by professional
GRI 2-19; 2-20; 2-21; 3-3; 405-2; AF32
classification, in 2023 it was 1% in the category of specialists (1% in
Inditex remunerates its team in accordance with the Group’s values, 2022), -4% among supervisors (-3% in 2022) and -5% among
guaranteeing non-discrimination for reasons of gender, age, culture, management (-8% in 2022), representing 85%, 9% y 6% of our people in
religion, race or any other circumstance. Our remuneration policy is 2023. The global gender pay gap has varied slightly with respect to
therefore determined by the value that each person contributes from previous years (in 2022, women were paid 0.4% more than men), which
their professional experience, dedication and responsibility. is explained by staff turnover in the period.
54
As a Group with a strong international presence, we strive to ensure that The pay gap by geographic area is detailed below :
our remuneration policy is adapted to the specific circumstances of
each of the 57 markets in which people from our team are located, Gender pay gap 2023 2022
aligning the standard remuneration with the benchmark practices in Spain 0.3% -1.1%
each of these markets in their local currency. Europe excluding Spain 0.5% 1.1%
Inditex's remuneration comprises a fixed component and a variable Americas 0.7% 0.5%
component. Experience, dedication and responsibility within the Asia and rest of the world 0.8% 1.6%
Company are the factors that determine fixed remuneration. Variable Total 0.5% 0.4%
remuneration depends on predefined, quantifiable and measurable
indicators, linked both to Company’s results and the fulfillment of the
sustainability targets of office staff, thus reinforcing the commitment of Global average remuneration
our people in this area.
Average remuneration is defined as the average wages in the Group
Based on this criterion, variable remuneration depends solely on (considering the total salary: fixed plus variable, consisting of
objective parameters, and not on a discretionary assessment of the commission and bonus), translated into euros, using the average
person's individual performance. Our purpose: to eliminate any room for exchange rate in 2023. Based on this calculation, global average
discrimination. In this regard, variable remuneration is one of the key remuneration in this period at Inditex amounted to 28,726 euros gross
components of Inditex’s remuneration policy and applies to annually (26,294 euros in 2022).
employees in all areas of the Company’s activity.
With regard to this figure, it should be highlighted that the number of
In our stores, the most widely used variable remuneration system is that employees in Spain, our home market, only represents 30% of the
of the monthly sales commission scheme. This is a way to reward the headcount, as a significant part of the remaining 70% staff are based in
engagement of store employees in key issues as sales results, markets where wages translated into euros give rise to lower average
feedback on products and store coordination and organisation. In remuneration (28% and 72% of workforce in 2022).
addition, in the last few years, we have been implementing a transparent
and simple system of variable remuneration that guides our people By gender, the average remuneration of women in 2023 amounted to
towards sales and guarantees pay equity, taking into account the an annual gross figure of 27,831 euros, and that of men came to 31,196
changing environment. euros (women: 25,387 euros in 2022; men: 28,827 euros in 2022). These
two figures are not representative in terms of equal pay: the pay gap
Gender pay gap between men and women is due to a higher presence of women in a
significant number of markets where average remuneration is lower on
Inditex is committed to equal pay. For quantification purposes, the account of the exchange rate effect. As explained above, the indicator
gender pay gap is the indicator that most reliably represents the real that provides the most transparency in terms of equal pay for men and
difference in pay between women and men. women is the pay gap, which in 2023 was 0.5% in favour of women.

The gender pay gap is calculated based upon the median salary in
each market (considering total salary: fixed plus variable, consisting of
commission and bonus), weighted according to each area of activity of
the Group (store, central services, logistics and factories). This median is
in turn weighted according to each market's weighting over the
aggregate number of Inditex employees. As a result, a global reliable
indicator of pay gap between male and female workers in the Group is
obtained.

53
The gender pay gap analysis and average remuneration does not include the Russian and Ukrainian markets (in 2023 they represent 0.5% of the workforce).
54
The geographic areas included in the breakdown correspond to the areas where Inditex has significant operations.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 264

7. Social 7.1. Our people

Based on these premises, the average remuneration by age and by job / The freedom to join any trade unions and non-discrimination on
classification is provided below: account of membership to a trade union as part of labour relations is
also ensured. Additionally, pursuant to ILO Conventions 100 and 111,
Aggregate remuneration in € 2023 2022 and based upon non-discrimination on employment, equal
Job classification opportunities and equal treatment for all people and non-
discrimination in terms of remuneration for equal jobs are upheld.
Management 70,567 66,446
Inditex is committed to complying with applicable national laws and/or
Supervisor 43,336 39,470 conventions, in furtherance of ILO Conventions 1 and 47 and of ILO
Specialist 25,132 22,964 Recommendation 116 concerning the working week and hours of
Age work.
Under 30 years old 21,631 19,597 As for the objective scope of application of the Agreement with UNI, in
30 to 40 years old 33,459 30,541 addition to the reference to the protection and promotion of
Over 40 years old 46,668 44,044 fundamental rights, the Group is committed to meeting the
requirements laid down in national laws and in national collective
bargaining agreements regarding working hours, protection of a safe,
healthy and sustainable working environment, and promotion of best
7.1.4. Labour Relations practices for occupational health and safety with the appropriate
equipment and training. The Agreement between Inditex and UNI
GRI 2-30; 3-3; AF5; AF24; AF26; AF29 covers minimum rights for the staff of the various companies within the
Group, given that in any event, such provisions, whether statutory,
At Inditex, we are strongly committed to respecting our employees’ contractual or included in a collective bargaining agreement which
labour rights worldwide and, in particular, their right to participation, as confers higher rights, will always be respected.
a key element for the sustainable development of the business model.
Further to the above referred Agreement between Inditex and UNI,
This commitment is enshrined in the Group’s Code of Conduct, United Food and Commercial Workers International Union (“UFCW”), a
approved in 2012 and amended in 2024, and which is applied globally to US trade union and member of UNI, was interested in reaching a
all the persons in the Group. In its section on Adequate Working specific agreement with the Company for the stores in the USA
Conditions, Inditex guarantees the right of all workers to join, associate covering the terms of the above referred 2009 Agreement. In response
with and/or create the trade union of their choice, as well as the right to this demand, an agreement was signed in 2015 with UNI, UFCW,
to collective bargaining to determine their labour conditions. The Inditex and Zara USA, which led to the approval of a collective
Group reinforces its message by including in the Code its commitment agreement that currently extends to 29 stores in the states of New York,
to respecting employees’ right to have trade unions and workers’ New Jersey, Connecticut and Massachusetts (25 stores in 2022).
representatives represent them and negotiate their working conditions
collectively. Likewise, in 2019, the Inditex Group formally established the Company’s
European Works Council (EWC), devised as a body for assurance and
Not only that, but Inditex also plays an active part in the social dialogue effectiveness of information and consultation of employees on
through its relationship with UNI Global Union (UNI). UNI is a network of transnational issues. Since its creation, the EWC has played a crucial
trade unions in the trade and retail sector which represents more than role on several occasions, whether as a natural liaison for the Company
20 million workers across 150 countries. In 2009, Inditex and UNI signed during the global health emergency, or in its role as guarantor of the
a Global Agreement for implementation of fundamental labour rights Group’s digital transformation process which, in the case of Spain, was
and decent work, which covers 100% of the Group's workforce and enshrined in the Digital Transformation Plan Agreement, which expired
remains in force. on 31 January 2023.

This Agreement between UNI and Inditex includes specific provisions

regarding a number of issues governed pursuant to the principles
established by the International Labour Organization (ILO):

/ Among other rights, special mention is made therein to the

enforcement of ILO Conventions 87 and 98 about freedom of
association and the right to collective bargaining. In this regard, the
Agreement states that ‘Inditex recognises the right of trade unions to
represent the workers and to regulate through collective bargaining
the terms and conditions of their employment’.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 265

7. Social 7.1. Our people

During 2023, the EWC met twice. In April, the five-member Select concepts and central services, thus unifying the measures in place
Committee met in Lisbon with UNI Global Union to prepare the renewal under previous plans.
process of the EWC representatives whose mandate expired in June,
after a four-year term. Once the local process of selection or ratification The plan comprises more than a hundred measures aimed at
of members had been completed, the constituent plenary meeting was promoting workforce training and professional development, nurturing
held in September with the participation of the eight member countries work-life balance, reducing bias, and protecting victims of gender
that already served on the representative body: Spain, France, Italy, violence.
Portugal, Germany, Belgium, Luxembourg and Austria. Once again, the
Group's Arteixo headquarters hosted the members and alternates for a / With regard to professional development, training will always take
three-day meeting in which they received updated training on the place during working hours and a system for detecting the
EWC’s competencies, were informed by the Company of its financial workforce’s training needs will be rolled out, as will a system whereby
results and discussed other matters on the agenda, such as the global human resources can guide staff wishing to obtain promotion within
footprint in water consumption or diversity and inclusion in the image the Company.
campaigns. In addition, a new working group was set up to analyse the
/ As for working conditions, the plan provides improvements in
situation of older people in the Company and a statement on gender
schedules, rest periods and a commitment to set up working groups
violence and workplace harassment, drafted by the equality working
to reduce the part-time ratio.
group, was issued.

In order to preserve the health of social dialogue at the local level at

i More information on the measures established in the area of work-life
Inditex subsidiaries, training is provided to human resources teams and balance following the signing of the Group's Equality Plan in section 7.1.6.
store managers concerning trade union rights and cooperation with our Work-life balance of this Report.
workforce’s legal representatives. The works councils and management
of our subsidiaries meet periodically to inform, consult and listen to the
union representatives and reach agreements to improve people’s Work organisation
working conditions and quality of life. In this regard, agreements of
various kinds were reached in 2023, such as the subsidiary in Italy, The Inditex Group Code of Conduct assumes as part of its internal
which signed a company agreement for store staff on 8 March 2023; regulation the content of applicable legislation and agreements and
Portugal, which agreed to a wage increase for all its store workers; conventions, both national and international, of which the Company is a
Belgium, which updated its employee regulations in August 2023 with party, and commits itself to comply with them.
some improvements in social benefits, or Chile, which signed a new
Regarding work organisation, the Code specifically regulates respect
company agreement in August. Other markets implement alternative
for the time limits set by the applicable laws in each country in terms of
formulas for people to engage in their work environment. In South
weekly working hours and overtime.
Korea, for example, there is a collegiate body of three members who
represent the rest of the employees in regular monitoring meetings and
This commitment to compliance with working hours is addressed in the
in the agreements reached with the Company regarding working
Global Agreement with UNI, which includes a section on the guidelines
conditions. Well-being Committees were also established in Brazil
provided in ILO Conventions 1 and 47 regarding eight-hour days and
during the year.
40-hour weeks, respectively, and in Recommendation 116 regarding
reduction of normal working hours established as a minimum standard
for each country.
i More information on the well-being committees in section 7.1.7. Health and
safety of this Report.
In practice, laws and collective bargaining agreements applicable to
Inditex establish maximum annual working hours for employees, based
upon which work schedules are agreed. Inditex has in place a working
Overall, the measures implemented this year in terms of social relations time control system, in accordance with the applicable legislation in
mean that, globally, the percentage of employees covered by local each market.
collective bargaining agreements is 59% (61% in 2022) while, in Europe,
the percentage is 71% (70% in 2022). In Spain, 100% of the workforce is
covered by collective bargaining agreements.

In Spain, a significant agreement on working conditions for store staff

was also reached. In February, the leading national trade unions in
Spain and the commercial brands of the Inditex Group signed the State
Collective Agreement for the Improvement and Standardisation of the
Remuneration and Social Conditions of the Group’s Employees.
Moreover, in April 2023, the Group signed its first Equality Plan in Spain.
The key aspect of this new Plan is that it encompasses all store

Inditex Group Annual Report 2023 Statement on Non-Financial Information 266

7. Social 7.1. Our people

7.1.5. Developing talent and training to join our teams in positions, such as buyers, product managers,
controllers, logistics and finance.
GRI 2-4; 3-3; 404-1; 404-2; AF5 Within the sphere of technological talent, we highlight the following
At Inditex, one of our priorities is to place the best talent at the service actions:
of our customers. To achieve this, from the talent management
/ University Colab allows students to complete their end-of-degree
standpoint we focus on:
theses with Inditex, taking part in real projects under the mentorship of
/ Attracting the best talent to work with us. our teams. Through Zara Boost we reached students whom, having
completed their degree, wish to commence their professional career
/ Providing our people with opportunities for professional in the development of software, data and cybersecurity. For this
development and growth primarily through internal promotion and purpose, we use in-person events and online challenges to detect
mobility. talent, among which this year we highlight the collaboration with
Google Cloud at a digital workshop in Madrid. We also continued to
/ Providing our workforce with opportunities for continuous learning. conduct Tech Talks at universities, led by our technology team, in
which we discuss our technical challenges and how we integrate
/ Creating a safe and motivating working environment that enable us to technology into our business.
retain talented professionals and strengthen their commitment.
/ Likewise, through the Tech Summer Camp we identify and develop
talent in STEM programmes (Science, Technology, Engineering and
7.1.5.1. Talent attraction Mathematics) from the second year of studies onwards through a
We want working at Inditex to be more than just a job for our teams, and programme of summer scholarships, in which students from all over
we make it easier for them not only to secure professional goals and the world come to Inditex and fully enter the world of technology. Our
opportunities, but also to find inspiration, innovation and creativity. Our collaboration with Stanford University’s ICME (Institute for
value proposition as an employer is what sparks our candidates’ interest Computational & Mathematical Engineering) enables us to be in
in joining our teams at the Group’s various brands and work areas in all contact with one of the world’s foremost spaces for technological
the markets where we are present. The Company’s jobs portal, Inditex talent.
Careers, is our main source of selection, receiving more than 6.2 visits
With regard to our efforts as an employer brand, Inditex has topped the
from more than 200 markets in 2023.
last 12 editions of the Merco Talento ranking, which analyses the best
A candidate’s experience continued to be the priority in our selection companies to work for. Also in Spain, in Universum’s annual study,
processes in 2023. We create interesting, flexible and sustainable university students chose Inditex as one of the best companies in which
experiences, in which our potential employees can get to know Inditex, to develop professionally. Globally, Zara has been included for the third
our purpose, values and opportunities, and we can find the perfect time in Universum World's Most Attractive Employers ranking, which
match between each candidate and each vacancy. studies 10 significant international markets in terms of talent attraction to
identify the most attractive companies for students.
Along these lines, to attract talent for our stores this year we opted to
connect with candidates through differentiating actions. One such
7.1.5.2. Developing talent
example is the training and internship programme that Zara has
developed in collaboration with the London-based Fashion Retail Offering growth opportunities to our people has been at our core from
Academy, and the Zara Talent Fashion Day, an exclusive recruitment the outset. Accordingly, we cultivate internal promotion and mobility so
event for the opening of Zara in Duque (Seville). that our teams can grow and at the same time help us to continue
evolving as a company.
Our relationships with the top universities and schools remain key to
attract talent in all creative, management and technological areas.

In our programme targeting creative talent we seek people for our

product teams, with expertise in design, trends, graphic design, styling,
art direction, photography and editing. In 2023 we reached out to more
than 30 international fashion schools, complementing the selection
process with talks and workshops involving our sustainability teams to
share our approach to this strategic aspect in the creation of our
products.

Zara Business Graduates is our junior talent programme aimed at final

year university students, through which we seek management profiles

Inditex Group Annual Report 2023 Statement on Non-Financial Information 267

7. Social 7.1. Our people

In 2023, 72% of the Group's vacancies were filled internally (68% in Furthermore, with Opening Support, more than 300 store image
2022), with the result that more than 12,760 people were promoted specialists applied for a selection process to collaborate in a store
55
over the course of the year (more than 10,500 in 2022) . By gender, 74% opening or refurbishment in another country. Working abroad for a few
of the promotions were for women, 26% for men and 0.01% for non- weeks, learning the highest standards of product display to surprise our
binary people, figures in line with the gender distribution of our customers, collaborating with colleagues from a range of backgrounds
workforce. This commitment to generating opportunities for internal and sharing best practices were highly valued experiences, presenting
development results, in our office teams, in more than 900 promotions an opportunity not only for development, but to identify in-house talent,
and more than 1,600 changes of functions, department, retail format or which typically results in a high percentage of internal promotions.
market.
Lastly, the cornerstone for fostering a climate of continuous growth is to
InTalent, our marketplace for in-house opportunities, is essential to be aware of our people’s development concerns and to exchange
structure the path of internal promotion for our staff. In 2023 we feedback on a daily basis. This is the purpose of Talks (as they are
expanded this platform to include central offices so as not only to known at most of our brands), regular and individual conversations
facilitate internal growth but also to allow the movement of talent regarding development between our store managers and every
between different areas, brands and markets. InTalent gives all Inditex’s member of their team. In 2023, around 39,000 assessments were
teams the chance to find opportunities for professional development, conducted of more than 32,000 people.
while allowing our talent teams to identify people interested in growing
at the Company. Our teams can also leave a recommendation for their
colleagues on their InTalent profile. In 2023 more than 6,200 career
7.1.5.3. Training
growth opportunities were posted (more than 6,000 opportunities in We believe in our teams’ development and we strive unceasingly to
2022) and more than 1,200 people applied. foster environments that encourage continuous learning. Our aim is to
provide training experiences that help our people to respond optimally
Another fundamental tool for identifying and developing talent in our to the challenges they face daily. We are convinced that not only do
store teams is LEAP&Co. This year we have improved the functionalities these experiences build the wealth of skills of our teams, but they are
of this programme, thoroughly reviewing the content across all areas also a key pillar for the Company’s sustainable success.
(product, processes, people, customer experience and diversity and
inclusion) to adapt it to the new ways of information consumption and to Accordingly, we provide learning experiences that address two needs:
improve the pedagogy. This platform operates at Zara stores in more on the one hand, the business, offering initiatives to improve
than 53 markets across Europe, America and Asia, and at Zara Home in performance (individual or collective) and help our teams to do their
33 markets. It has 51,000 active employees and has recorded more work better. On the other hand, we create opportunities for our people
than 572,000 training hours this year. to learn beyond their current role, to be inspired and encouraged to
explore new horizons.
Every year we look for new initiatives that enrich our people’s
experience. In 2023, we focused on a key group for our business: those Our model is based on in-house training and is eminently practical.
responsible for the visual presentation of our products in Zara stores. Training is mostly delivered by in-house trainers or developed in
Under the name of Visual Commercial to the Spotlight, we gave a collaboration with top external entities when the required knowledge or
voice to more than 2,000 people and worked on various initiatives. expertise is not available in-house.
These included the Capsule Design Collection, an international
competition in which more than 120 Visual Commercials from our Zara Our Tra!n learning platform offers a wide range of digital content tailored
stores in Europe became designers and made their own collections. to each individual, and enables their in-person training to be recorded
The three finalist teams, from Austria, the Netherlands and Germany, too. Fashion and product, Sustainability, Customer Experience,
worked with our design and pattern teams in A Coruña to bring their Operations, Skills or Digital are some of the subjects most demanded
designs to life in a capsule collection, on sale in our stores in the by our people when it comes to training in the platform. Tra!n is
autumn/winter season. available in all markets where we operate except for Mainland China,
where our employees have access to Grow, a local platform on which
we offer content aligned with that of Tra!n.

From 1 February 2023 to 31 January 2024, around 2.8 million training

56
hours were imparted to almost 2.3 million participants (more than 2.6
million hours and more than 1.3 million participants in 2022).

55
Figures for the number of promotions and the percentage of internal vacancies coverage reported in 2022 have been restated.
56
The increase in participants is explained by the launch in 2023 of a mandatory training plan involving all group employees in diversity and inclusion, compliance, store
operations and information security, among other subjects.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 268

7. Social 7.1. Our people

Details of the training indicators are as follows:

Distribution by job classification:

2023
Training Hours Participants Hours per person
Management 270,884 208,045 27.6
Supervisor 291,368 222,865 19.4
Specialist 2,220,578 1,834,077 16.2
Total 2,782,830 2,264,987 17.2

2022
Training Hours Participants Hours per person
Management 247,412 148,520 23.1
Supervisor 201,995 132,837 13.7
Specialist 2,200,172 1,054,414 15.8
Total 2,649,580 1,335,771 16.1

(1)
Distribution by gender :
2023
Unique people trained Training Hours Participants Hours per person
Men 55,183 735,802 566,206 17.4
Women 158,324 2,045,403 1,696,018 17.1
Non-binary 46 776 637 30.9
Other/Unspecified 634 849 2,126 38.3
Total 214,187 2,782,830 2,264,987 17.2

2022
Unique people trained Training Hours Participants Hours per person
Men 47,459 690,124 326,690 16.5
Women 139,858 1,959,456 1,009,081 15.9
Total 187,317 2,649,580 1,335,771 16.1
(1) One person can attend more than one training course. In the indicator unique people trained, those people who have attended more than one course are counted
only once. With regard to this indicator, the only available breakdown is by gender.

Distribution by geographic area:

2023 2022
Training hours Participants Hours per person Training hours Participants Hours per person
Spain 456,833 488,312 9.6 491,421 326,414 10.6
Europe (ex-Spain) 1,419,197 1,143,593 18.2 1,444,644 655,476 17.3
Americas 507,350 380,695 24.8 329,191 213,470 15.7
Asia & Rest of the
399,450 252,387 25.7 384,323 140,411 26.6
world
Total 2,782,830 2,264,987 17.2 2,649,580 1,335,771 16.1

Inditex Group Annual Report 2023 Statement on Non-Financial Information 269

7. Social 7.1. Our people

Distribution by content: also launched the pilot edition of the ‘Disability Inclusion' course,
raising our teams’ awareness of the importance of fully integrating
2023 2022 people with disabilities, which will be implemented in all our markets
Training Training by 2024. In 2023, for the purpose of learning how to communicate in
Participants Participants
Hours Hours our daily lives in a way that does not discriminate against a particular
Corporate sex, social gender or gender identity, and does not perpetuate gender
(About us) 1,360,243 1,009,867 1,208,769 682,883 stereotypes, training has been conducted in Spain to promote the use
Customers 87,305 123,719 64,871 110,008 of inclusive language among our teams. This training aims to raise
Fashion and awareness and provide tools to transform our communication and
Product 153,927 428,895 119,360 203,527 make sure it is inclusive and not sexist. In 2023, our training included
Languages 26,487 23,640 43,266 24,161 various in-person courses, notably ‘The Right Leader @ Inditex is
Processes, Inclusive’, ‘Unconscious Bias’ and ‘Mitigating Racial Bias in the Retail
Techniques and Environment’, among others.
Tools 920,811 550,640 962,047 223,823
Skills 234,057 128,226 251,267 91,369
Total 2,782,830 2,264,987 2,649,580 1,335,771
i More information in section 7.1.2. Our approach to diversity of this Report.

Main training initiatives in 2023

Corporate training on our culture and values

/ Compliance: at Inditex we share a solid commitment to a corporate

ethical and compliance culture, grounded on principles of integrity,
honesty, transparency and responsibility. Compliance encompasses
strict adherence to the external and internal applicable regulations,
and how each person applies them to their daily activities.
Implementation of the Compliance Training Framework Plan, which
began in 2022 and is coordinated and managed by the Compliance
function, continued over the course of 2023. The corporate areas
adhered to the Plan have published their mandatory training courses
in a dedicated area of Tra!n, our learning platform. The courses were
specifically tailored to the profile of the various groups at Inditex so as
to obtain customised training based in keeping with the risks to which
each person is exposed daily.

i More information in section 8.1.2. Global Compliance Model and Criminal

Risk Prevention Model of this Report.

/ Diversity and inclusion: training our teams in diversity and inclusion is

essential to create an inclusive culture and make spaces free of any
kind of discrimination. In 2023, more than 156,000 people from all over
the world accessed training in this connection, accounting for around
73,000 training hours. During this past year, we developed a long-
term, global training plan with the aim of raising awareness among our
entire workforce. This training is conducted through the D&I Channel
within Tra!n, and it is structured in various levels: from basic level for all
our people, available for the vast majority of markets this year, to more
advanced levels focused on raising awareness among different
positions and functions within the Company. Our 'We design
opportunities for all' course is mandatory and establishes the
Company’s framework and commitment to diversity and inclusion. We

Inditex Group Annual Report 2023 Statement on Non-Financial Information 270

7. Social 7.1. Our people

#BoostYourPower
At Inditex we are convinced that fostering a culture of sustainability in all areas of our Company is key to making constant progress and, ultimately,
to achieving results on this front. For us, sustainability is a way of working, a way of thinking, an approach to everything we do: it is an attitude that is
at the very heart of our culture. Thus, a few years ago we launched #BoostYourPower. Since 2021 we have focused on two key areas due to their
impact: buying teams, with their purchasing offices, due to their involvement in the creation of our products; and our store staff, as our direct
contact with customers. Two initiatives emerged from this vision: The Sustainable Fashion School and Changemakers.

In 2023, as part of our space dedicated to sustainability training and innovation, The Sustainable Fashion School (SFS), we completed the first and
second editions of the Foundations of Textile Manufacturing Master’s programme, devised in collaboration with the University of Leeds. More than
1,200 people from all the concepts have completed the course and taken part in the graduation ceremonies held at various headquarters.

To supplement this theoretical training and as part of The Sustainable Fashion School, SFS Bootcamps were launched. These are immersions in
textile factories giving participants hands-on experience of the main processes that our products go through (spinning, weaving, dyeing, printing,
sewing, etc.) and enabling them to share technical and sustainability concerns with professionals from the sector. Anyone completing the training
programme can sign up for these Bootcamps, an initiative that will remain open throughout 2024.

Furthermore, Changemakers is the community leading this cultural transformation from the heart of our business, our stores. Changemakers are
people with a curious nature and a genuine interest in sustainability, diversity and inclusion, who dedicate part of their working day to staying
abreast of developments, training store teams and devising and implementing proposals that make sustainability tangible. The Changemakers
network interacts with the teams from central offices to carry out their proposals, working together to achieve the Company’s sustainability goals.

At the end of 2023, this project has been implemented at all the stores in all markets in which Zara is present. We have also rolled it out in Zara
Home, Massimo Dutti, Bershka, Stradivarius, Oysho and Pull&Bear, and adapted the model for our office teams in Tempe. As a result, Inditex now
has more than 2,200 Changemakers. In 2024 we will establish the Changemaker community in all stores in all the Group’s markets.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 271

7. Social 7.1. Our people

Language training In addition, having our own digital environment strengthens the
connection between everyone at the Group, fostering a greater sense of
/ Busuu is an app for mobile devices that offers employees the
community and belonging, and thus establishing a direct, two-way
opportunity to learn up to 14 languages. We offer everyone access to
connection that is key to developing our talent strategy. INET received
its premium version which includes the option to obtain official
more than 34 million visits in 2023 (more than 25 million in 2022).
certificates (more than 1,100 this year), with English and Spanish the
most widely studied languages. Overall, in 2023 our staff devoted Furthermore, to provide daily commercial and customer information to
more than 13,900 hours to improving their language skills using our store teams, and to establish a direct connection between them and
Busuu. our design teams, we have continued to develop brand-specific
spaces for internal communication. In addition to those previously
In-store training
launched (Zara has Dear Team; Zara Home, #tengoalgoquecontarte;
Massimo Dutti, MD Journal and Stradivarius, StradiPeople), in 2023 the
/ Zara Campus is a project designed to respond to the need for training
Oysho News space was launched for Oysho. As well as allowing the
and development among new promotions and people in
same message to be shared and highlighted daily in all our stores
management positions in stores. This training is conducted in our
worldwide, these channels help store managers to enliven the team
Campus stores, which are Zara stores used as a practical scenario for
meetings that take place before opening.
training our managers in three areas (management, sales and
operations). We also provide training aimed at the development of
In 2023 we also continued to roll out InStories, our internal social
certain groups, such as the Zara Masters (tutors for the on-boarding
network, which we implemented in several new markets: Hungary, the
training of our new recruits) and leadership training for managers.
Adriatic countries, Kazakhstan, the Czech Republic, Slovakia, South
Africa and Austria. This brings to 34 the number of markets in which
/ Customer experience: to share Zara's customer-centric commercial
InStories is now available. In this space, which works much like social
approach, we continue to work with the stores in accordance with
media, we can connect with profiles of people in the Group from
their various needs. Store managers lead the change, analyse the
anywhere in the world, follow our favourite hashtags and participate in
feedback they receive from their customers (over 250,000 reviews so
the challenges and campaigns that are trending at any given time, thus
far) and develop their teams to help deliver the desired experience.
enhancing the interaction with our teams, who themselves become
Customer Experience (CX) is implemented at 800 Zara stores in 50
content creators. As of the end of 2023, the InStories community has
markets, and more than 35,000 of our people have a CX profile and
shared more than 550,000 posts.
are working to improve their customer service skills.
Finally, in order to keep tabs on our stores and ascertain our people's
/ Zara Camp and Inditex Camp: Zara Camp was launched in 2022 as a
perception of what it is like to work with us, we developed ‘Your opinion
digital training space within Tra!n, accessible to all Zara teams
matters to us’, a completely anonymous survey that we send to store
worldwide, in which our own people outline the Zara business model
employees when they leave Inditex. Launched in 2016 and available in
and show the various areas and departments where they work. New
all our markets with own stores, it allows us to obtain their feedback on
content was added in 2023, bringing the total number of modules to
various aspects of their day-to-day life, such as the relationship with
34, and the initiative has been expanded to include Inditex's corporate
their colleagues or managers, the training they receive, their salary or
services. Inditex Camp introduces our office teams to the way
how well their working hours suits their availability. Over the course of
corporate services areas such as Finance, Communication, the
2023, we received more than 30,000 responses, which implies 31% of
General Counsel’s Office, Audit and Sustainability, among others work,
participation. In addition, the question ‘Would you recommend Inditex
giving them an insight into the day-to-day routine of the teams that
as a place to work?’ is used to measure our people engagement. In
support them.
2023, this question obtained an average of 71% positive responses (70%
in 2022), obtaining 93% positive responses in Spain (91% in 2022).
7.1.5.4. Connection and engagement with our people
The fourth objective of our talent management strategy is to provide
safe and motivating work environments that help us retain talent,
connect with our people and boost their commitment to the Group. To
achieve this, INET, our tool and main internal communication channel,
plays a key role in keeping everyone in the Group connected.

Available in online and app format in all the markets where we have
employees, INET allows us not only to communicate and announce the
latest news within the Group in real time, but also to simplify and
digitalise many of the daily tasks that our people need to carry out
wherever they are. Consulting pay checks, seeing which benefits the
company offers, requesting leave or even taking part in a charity
initiative with a single click are examples of the possibilities it offers us.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 272

7. Social 7.1. Our people

7.1.6. Work-life balance / An increasing number of markets are opting to improve conditions for
their staff by extending health coverage, either as a social benefit paid
for by the subsidiary itself or by negotiating more favourable health
GRI 2-4; 2-23; 2-24; 3-3; 401-3; AF5; AF23; AF27
insurance conditions. In addition to Spain, through its flexible
7.1.6.1. Work-life balance remuneration plan, markets such as Brazil (with its Baby on Board
Programme), Canada, Mexico, Greece, Romania and Mainland China
Promoting our employees’ well-being is paramount for the Inditex already offer this type of benefit.
Group. Consequently, we promote measures that seek to facilitate
work-life balance, advocating especially for co-responsibility. We As in previous years, in 2023 100% of our employees in Spain (47,761
consider the latter to be both a right and a duty, as we aim to reflect in people: 34,607 women and 13,154 men) were entitled to parental leave in
our equality plans. Furthermore, our equality plans contain other connection with birth or placement for adoption or foster care. A total of
balance measures such as the possibility of splitting up leave periods 2,005 people took leave for birth, adoption or foster care placement
for hospital stays or care of relatives up to second degree of kinship, (1,437 women and 568 men), almost all of whom returned to work: 1,986
flexible working hours for adaptation periods at nursery or infant people (1,424 women and 562 men). In addition, 13% of the employees in
schools, or the extension of leave with job guarantee for personal Spain work part-time for childcare reasons.
matters, studies, international adoption or care of dependent family
members. Below is a breakdown of maternity and paternity leave in Spain and the
rest of the world:
Likewise, when it signed the Equality Plan in the first half of 2023, the
Group introduced balancing measures for reasons of study, medical Parental leave - Spain 2023 2022
needs or care of children and/or family members.
Total figures for parental leave 2,005 2,107
With regard to childcare, a number of improvements were introduced Women 1,437 1,527
over and above the ordinary legal requirements. With regard to the
period for breastfeeding, it has been extended to 12 months, up to 45 Men 568 580
calendar days if working hours total less than 30 and 32 calendar days if People that returned to work after
1,986 2,072
working hours exceed 30. Paid leave is established for school parental leave ended
adaptation periods and the reduction of working hours may apply for Women 1,424 1,505
employees with children beyond the age of 12 whose birthday falls in Men 562 567
the first half of the year.
Return-to-work rate 99% 98%
Internationally, at Inditex Group we strive to improve the rights Women 99% 99%
guaranteed by the local legislation of each country through work-life
Men 99% 98%
balance policies, prioritising those markets in which the legislation is not
especially protective. People who continued working at the
Group 12 months after returning from 1,990 1,963
/ In the United States, the paid parental leave policy has been applied leave
since 2019 to all of our people who meet minimum requirements, Women 1,448 1,451
regardless of their gender. In 2023, this leave has been increased to 16
Men 542 512
weeks, covering time spent caring for newborns and adopted or foster
children alike. The subsidiary also provides care services for children Retention rate 94% 91%
and adults with special needs, both in care centres and at home, Women 95% 88%
through an external company whose services are available to the
entire workforce. It also covers assistance programmes for our people Men 93% 98%
in areas such as emotional support and well-being, financial and
health advice, transport subsidies, and tuition fee subsidies or
reimbursement.

/ We promote measures to broaden the rights enshrined in local

legislation or that help improve work-life balance by means of flexible
working hours, efficient organisation of teams, extending leave for
caring for children and/or dependants and even financial assistance
to help cover the cost of childcare or other care. Markets where such
measures are applied include Greece, the United States, the United
Kingdom, Italy, Germany or France, among others. In addition, office
staff in many of our subsidiaries have flexible entry and exit times.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 273

7. Social 7.1. Our people

Parental leave - World (ex-Spain) 2023 2022 7.1.7. Health and safety
Total figures for parental leave 7,576 8,039
Women 7,133 7,623 GRI 2-4; 3-3; 403-1; 403-10; 403-2; 403-3; 403-4; 403-5; 403-6; 403-7;
403-8; 403-9; 413-1; AF5; AF31
Men 443 416
Return to work rate 95% 92% In 2023, at the Inditex Group we continue to advance in our firm
Women 95% 92% commitment to the health, safety and well-being of our people, whom
Men 99% 98% we see as fundamental pillars. We endeavour to lead through the
application of international standards that ensure health and safety,
People who continued working at the
guaranteeing compliance with the most stringent standards. Training
Group 12 months after returning from 5,763 —
leave
(1) and information for our staff are priorities in our unyielding quest for
opportunities for continuous improvement.
Women 5,450 —
Men 313 — The Occupational Health and Safety Policy, updated and ratified by the
Retention rate 72% — Board of Directors in December 2022, reflects our firm commitment to
Women 71% — occupational safety, health and well-being, which we see as paramount
for all our activities.
Men 75% —
(1) Indicator first reported in 2023; historical data for previous years is not We endeavour to implement proactive measures to identify and
available.
mitigate potential risks, as well as to nurture a culture of safety, health
and well-being that fosters individual and collective responsibility
7.1.6.2. Work disconnection policies
We set targets for continuous improvement, and we are constantly on
The Inditex Group is also committed to promoting an internal policy that the lookout for opportunities to improve our health and safety practices,
guarantees the right to digital disconnection in the workplace, which are established and assessed annually as part of the ISO
pursuant to Spain’s Data Protection Act (Organic Law 3/2018, of 5 45001:2018 management system. By means of feedback from our
December, on the Protection of Personal Data and Guarantee of Digital employees, periodic risk assessments and analysis of incidents, we
Rights). Thus, staff are encouraged to adopt habits such as resting undertake to identify areas for improvement and to implement
between working days and during holidays, and promoting direct corrective measures in a timely and effective manner. ISO 45001:2018
interaction with their colleagues. management system targets for health and safety compliance in the
markets are as follows:
Notwithstanding the commitment acquired at the corporate level,
negotiations with workers’ representatives have also resulted in other / Obtaining 85% of positive outcomes from monitoring safety conditions
measures on this front, which are included both in the latest equality at work centres.
plans of logistics companies and in the new Group Equality Plan,
applicable in Spain. / Reducing incidents by 10% year-on-year.

Internationally, France has included the right to disconnect as a / Obtaining 75% rate of participation by workers in activities to promote
measure to improve work-life balance in the company agreement on health.
quality of life at work.In other markets where there is no legislation in
force requiring digital disconnection from the workplace, the Group's / Increasing by 10% the training time for addressing emergencies and
brands have implemented an initiative aimed at ensuring that providing first aid.
employees do not receive communications from the Company during
We ensure that all employees receive the necessary training and skills
their days off and at eliminating instant messaging applications as a
to carry out their work in a safe and healthy way. This includes induction
work tool.
programmes for new employees, specific training for handling
In general, both the IT systems and human resources teams at our machinery and equipment, and periodic refresher sessions on safety
subsidiaries are working to promote and implement healthy work habits, and emergency procedures.
regardless of whether there is legislation in place, either through
We acknowledge the importance of people’s comprehensive well-
information, training and awareness, or by adopting specific measures
being, and accordingly we undertake to promote a healthy lifestyle
applied to our corporate systems, such as e-mail.
through health and well-being programmes that include physical
exercise, nutrition education and psychological support activities.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 274

7. Social 7.1. Our people

We foster the active engagement of employees in the identification and As for the execution of refurbishment and construction works in Europe,
solution of problems linked to occupational health and safety. We value carried out by GOA INVEST, S.A., we maintain the ISO 45001
their ideas and suggestions, and we nurture an inclusive working certification.
environment in which everyone feels listened to and respected.
Worker health and safety training
A fundamental aspect in the quality of implementation of a management
Continuous health and safety training remains vital both for reducing
system is the availability of mechanisms for employee engagement,
accidents and empowering our workers.
communication and consultation. In Spain, this can be exercised
through the specific area of APPInet for health and safety information. We provide training programmes tailored to a variety of tasks and
positions, with objectives ranging from the initial training for in-store
At the distribution centres employees have the opportunity to take part
functions to the essential training needed to work safely. Occupational
through various communication mechanisms in prevention and other
health and safety skills and qualifications form a specialised body of
continuous improvement programmes for the safety of individuals, such
knowledge that ensures that our employees are properly equipped to
as the Meco Logistics Platform’s Ideas Azules: this is a physical
understand and prevent risks in their working environment.
suggestion box in which people can leave all kinds of messages on
health and safety, incidents, complaints and areas for improvement.
Another example is Massimo Dutti Logística, which has the Ideas
Platform Ideas project for submitting proposals for improvement in
various spheres: sustainability, operations, health and safety. This is
done through the INET-Requests- Platform Ideas, and if the proposal is
implemented the person suggesting it is rewarded with a day’s paid
leave.

We undertake to comply with all rules and regulations in connection

with occupational health and safety established by the competent
authorities in each of the markets where the Group is present.

We strictly monitor legal requirements and make every effort to exceed

them, establishing even higher standards of safety and well-being for
our employees.

7.1.7.1. Health and safety protection

In connection with health and safety protection, since 2014 we have
been implementing the ISO 45001:2018 management system, which is
internationally recognised for its ability to control risks and improve
occupational health and safety performance.

This year our Hungarian trade and design activity has been certified to
this standard, which is considered to be the highest health and safety
standard, which joins the 26 markets where it was already implemented.
Furthermore, we have maintained and audited under ISO 45001
standards the manufacturing and logistics companies in Spain and
Mexico. In the last year we have audited the Management System in a
total of 242 workplaces.

A total of 74% of the company's own employees who work in Inditex

Group's activities, companies and markets,do so in areas where the
highest standard in the occupational health, safety and well-being
management system is implemented, in keeping with the maximum
requirements of the ISO 45001 standard and in a process of continuous
improvement. In 2024, we plan to obtain this certification in Kazakhstan,
Australia, France and Brazil.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 275

7. Social 7.1. Our people

57
Participants in training/Market

Europe (ex-Spain) 2023 2022 Asia and rest of the world 2023 2022
Albania 33 434 Australia 608 206
Germany 760 1,008 South Korea 14,396 13,854
Austria 222 118 India 574 663
Belgium 436 614 Japan 3,626 24
Belarus 226 96 Kazakhstan 1,497 1,104
Bosnia-Herzegovina 49 91 New Zealand 112 7
Bulgaria 621 241 South Africa 226 17
Croatia 210 567 Mainland China 3,152 4,756
Denmark 248 321 Taiwan, China 1,190 1,738
Slovakia 132 134 Hong Kong SAR 1,210 162
Slovenia 74 30 Macao SAR 57 16
Finland 77 51
France 2,129 1,930
Greece 2,224 1,093 Spain 2023 2022
Hungary 414 88 Spain 58,108 48,465
Ireland 2,230 1,400
Italy 2,940 2,670
Luxembourg 16 12 Americas 2023 2022
North Macedonia 340 148 Argentina 8,924 3,974
Montenegro 63 79 Brazil 1,395 237
Norway 144 260 Canada 830 1,705
Netherlands 1,077 457 Chile 4 13
Poland 6,748 6,208 United States 12,571 14,041
Portugal 17,246 4,592 Mexico 3,766 4,311
United Kingdom 20,077 16,652 Uruguay 5,246 2,679
Czech Republic 310 182
Romania 2,389 4,709
Serbia 254 567
Sweden 340 278
Switzerland 1,794 2,980
Türkiye 12,743 3,388
Ukraine 173 454

57
One person can attend more than one training. Taking this into account and in contrast to previous years, this exercise shows participants per market instead of unique
people trained. The data for 2022 have been restated in the same terms to make the year-on-year development comparable. In relation to scope, there are no
participants in markets where we only have buying offices. These markets are: Bangladesh, Cambodia, Morocco, Pakistan, Singapore and Vietnam. Additionally, the
number of participants from Monaco is included within France.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 276

7. Social 7.1. Our people

7.1.7.2. Promoting well-being

Inditex, healthy organisation Well-being committees
As part of our ongoing commitment to promoting and caring for the We maintain our focus on creating Well-being Committees and in 2023
safety, health and well-being of our community, Inditex has more of these committees were set up in markets like Brazil, and are
strengthened its position as a Healthy Organisation. This annual now present in a total of 19 markets. In 2024 these Committees are set
recognition as a Healthy Company underscores our comprehensive to be created in Slovenia, Serbia, the United States and the Netherlands.
management approach, addressing both physical and psychosocial In Spain, new committees were set up at the companies Massimo Dutti
aspects, allocating significant resources to our employees’ well-being Logística, Plataforma Logística León, Bershka Logística, Lefties,
and fostering their active engagement in the community. Based on the Stradivarius Logística and Tempe. These transversal committees
World Health Organization model, this certificate is audited biannually. coordinate various initiatives related to diversity, equality, promoting
health, inclusion, work-life balance, mental health, working hours, food,
In the course of 2023, Inditex companies in Spain, Italy, the United ergonomics, workspaces, sports, employee mobility and participation in
Kingdom, Ireland, Japan, Portugal, Greece, Argentina, Mexico, Uruguay, social events and actions.
Germany, Poland, Türkiye, Chile, Mainland China, Luxembourg, Canada,
Bulgaria, Croatia and Romania renewed their certification as Healthy Promoting health
Organisation. The Indian market was also added. The goal for 2024 is to
With the aim of promoting health and healthy habits among our
obtain certification for the Group’s companies in Poland, Brazil, Serbia
employees, Inditex presents the InHealth portal. This platform, available
and Slovenia.
in 25 markets, features news, actions and challenges adapted to the
workplace, cultivating a balance between body, mind and emotions. In
2023 we implemented InHealth in South Africa, Australia and New
Zealand. Next year we plan to deploy it in another five markets: Belgium,
Luxembourg, Brazil, Montenegro and Slovenia.

Furthermore, as part of our commitment to employee health care, in

2023 we made the Open Salud platform available to more than 27,000
employees at the stores of all the Group's brands in Spain, allowing
them to consult with specialists in Internal Medicine, Dermatology,
Trauma Medicine, Psychology and Nutrition. In 2023 there were 3,334
online consultations and 1,796 workers requested some kind of
subsidised health service through the Opensaludpass platform

A variety of health promotion initiatives have been carried out, including

the opening of a new gym at the Pull&Bear central services in Narón,
serving a total of 450 people; the celebration of Wellness Week in
Tempe, involving 240 people; and a Healthy Cooking course at Zara
Home distribution centre, in which 448 people took part.

Specific Workplace Well-being Programmes were also conducted in

different markets over 2023:

/ France: The In Harmonie programme identifies those aspects that

help to have a better healthy life, reaching 10,305 people.

/ Poland: The I’m healthy here programme promotes mental, physical

and nutritional health and reached a total of 8,982 people.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 277

7. Social 7.1. Our people

/ United Kingdom: The Welfare and well-being programme provides In 2023, more than 9,000 workers took part in initiatives such as the
comprehensive support for general medical and psychological Back School and Preventive and Recovery Plans, at both logistics
assistance, providing social support for employees, and introducing centres and stores.
the figure of the Wellbeing Warrior at workplaces for a total of 5,000
people. At Indipunt we have implemented the Wellbeing Coach programme that
recognises potential injury-causing movements, and promotes the
/ Germany: Energizer is a programme to designate well-being proper execution of the various patterns of movement. In addition, at
ambassadors. Health initiatives and other employee benefits are Massimo Dutti Logística, the Let’s Move posture coach programme was
channelled through the people designated in each store. carried out.

/ Portugal: Mental health In is a mental healthcare programme in 7.1.7.3. Health and safety indicators
collaboration with the Red Cross that has reached 6,185 people.
In health and safety, during 2023 we compiled data on accident data at
Health services our own logistics, store, offices and manufacturing.

In keeping with our commitment to provide additional health services, When analysing health and safety indicators, we consider an
all our logistics and manufacturing centres are equipped with medical occupational accident to be any bodily injury to a worker during or as a
services for regular check-ups, health screening tests and vaccination consequence of the work performed as an employee, while an
drives. Furthermore, our head offices, distribution centres and factories occupational disease is a disease whose onset is a result of the work
in Spain are equipped with breastfeeding rooms and female store performed as an employee in the activities and specified in the
workers have access to them as needed. There are also other medical professional illnesses chart of the activity, according to local legislation.
services provided through additional health insurance and placing Such disease must be a result of the action of elements or substances
particular care on mental health. indicated in said chart for each occupational disease.

In 2023 more than 50,000 people in the Inditex Group working at our We have implemented preventive measures focused on mitigating all
own subsidiaries received a medical check-up. risks, the most representative being those posed by journeys in and
outside of work centres (21%), by equipment and machinery (22%),
Prevention of musculoskeletal injuries facilities (19%) and work centre tidying and cleaning (5%).
In the prevention of musculoskeletal injuries, we continually assess the
ergonomic conditions at our workplaces and provide onboarding The most common type of accident are collisions and crashes (17%),
training in this connection for all employees on the following matters: trips or slips (16%), cuts or punctures (12%), or over-exertion in lifting
loads (11%).
Ergonomics in designing work spaces: Designing work areas that
promote ergonomic posture to reduce the physical strain on During 2023 and 2022, there were no fatalities resulting from
employees. This includes the proper positioning of shelves and storage occupational injuries or accidents in any of our markets.
areas to minimise the need to lift heavy loads or adopt uncomfortable
positions.

Training and skill-building: We provide regular training on the adequate

techniques for handling loads and promote the use of aids such as
forklift trucks, transport trolleys or platforms to help reduce the risk of
injuries from lifting heavy objects.

Task rotation: Encouraging employees to rotate tasks can help to fairly

distribute the physical load and prevent muscle fatigue caused by
repetitive movements.

Rests and active breaks: Promoting the importance of taking regular

rests and active breaks to stretch and relax muscles can help ease the
tension accumulated during long periods of standing or repetitive work.

Safe working environment: Keeping a clean and tidy working

environment can reduce the risk of trips and falls, which can also
contribute to musculoskeletal injuries.

We encourage open communication: We urge people to report any

discomfort or musculoskeletal pain early as this can help address
problems before they develop into more serious injuries.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 278

7. Social 7.1. Our people

58
Other accident rates

Spain
(1)
Incident rate Frequency rate Severity rate
2023 2022 2023 2022 2023 2022
Own stores
Women 15.76 17.99 12.94 14.81 0.29 0.38
Men 12.09 14.38 9.02 10.74 0.11 0.24
Logistics centres
Women 87.50 96.27 64.32 71.28 1.50 2.43
Men 94.88 96.36 66.53 68.08 1.49 2.63
Own factories
Women 36.95 5.03 13.43 2.61 0.14 0.09
Men 86.08 26.81 10.48 9.93 0.03 0.52
Central services
Women 2.67 3.95 1.33 1.97 0.04 0.06
Men 1.85 2.82 0.92 1.40 0.01 0.09

(2)
Europe
(1)
Incident rate Frequency rate Severity rate
2023 2022 2023 2022 2023 2022
Women 15.67 16.55 13.31 14.40 0.41 0.24
Men 11.67 13.95 8.73 10.40 0.29 0.22

(3)
Asia and rest of the world
(1)
Incident rate Frequency rate Severity rate
2023 2022 2023 2022 2023 2022
Women 5.01 5.02 3.84 3.80 0.06 0.00
Men 4.34 2.84 2.98 1.83 0.06 0.00

(4)
Americas
(1)
Incident rate Frequency rate Severity rate
2023 2022 2023 2022 2023 2022
Women 12.78 13.02 9.34 10.82 0.24 0.32
Men 13.74 8.69 9.15 6.69 0.18 0.30
(1) For the severity rate, absence days are not available for the following markets: Czech Republic; Hungary; Japan; Kazakhstan; Slovakia; Slovenia; South Korea; Taiwan,
China; Macao SAR representing 1.5% of the total accidents in all markets (in 2022 information is only available for Spain; Bulgaria; Croatia; Greece; Italy; Portugal;
Romania; Argentina; Chile; Mexico and Uruguay). This information is expected to be available in the 2024 report.
(2) Albania; Austria; Belgium; Belarus; Bosnia and Herzegovina; Bulgaria; Croatia; Czech Republic; Denmark; Finland; France; Germany; Greece; Hungary; Ireland; Italy;
Luxembourg; Montenegro; Netherlands; Norway; Poland; Portugal; Republic of Northern Macedonia; Romania; Serbia; Slovakia; Slovenia; Sweden; Switzerland; Türkiye;
United Kingdom.
(3) Australia; New Zealand; India; South Korea; Japan; Mainland China; Taiwan, China; Macao SAR; Hong Kong SAR; Kazakhstan and South Africa.
(4) Argentina, Brazil; Canada; Chile; United States; Mexico and Uruguay.

58
Accident data are shown as ratios only, as they are a reliable representation of the Company's health and safety performance. The calculation formulae used are as
follows:
• Incidence rate with sick leave = (No. of accidents with sick leave *1,000) / Average number of employees.
• Frequency rate = (No. of accidents with sick leave *1,000,000) / Hours worked
• Severity rate = (Days of sick leave *1,000,000) / Hours worked

Inditex Group Annual Report 2023 Statement on Non-Financial Information 279

7. Social 7.1. Our people

(1)
Accidents with more than 180 days absence
Spain

Logistic centres Own stores Own factories Central services

2023 2022 2023 2022 2023 2022 2023 2022
Women 8 2 10 6 0 0 1 0
Men 10 7 0 0 0 0 0 1
(2, 3, 4)
Rest (Europe, Americas, Asia and rest of the world)
Europe Asia and rest of the world Americas
Women 19 42 1 1 6 6
Men 1 12 0 0 2 3

Occupational diseases
Spain

Logistic centres Own stores Own factories Central services

2023 2022 2023 2022 2023 2022 2023 2022
Women 4 13 0 0 0 0 0 0
Men 6 11 0 0 0 0 0 0
(2, 3, 4)
Rest (Europe, America and Asia and rest of the world)
Europe Asia and rest of the world Americas
Women 11 21 0 2 4 3
Men 0 3 0 0 2 1
(1) For accidents with more than 180 days of absence, absence days are not available for the following markets: Czech Republic; Hungary; Japan; Kazakhstan;
Slovakia; Slovenia; South Korea; Taiwan, China; Macao SAR representing 1.5% of the total accidents in all markets (in 2022 information is only available for Spain;
Bulgaria; Croatia; Greece; Italy; Portugal; Romania; Argentina; Chile; Mexico and Uruguay). This information is expected to be available in the 2024 report.
(2) Albania; Austria; Belgium; Belarus; Bosnia and Herzegovina; Bulgaria; Croatia; Czech Republic; Denmark; Finland; France; Germany; Greece; Hungary; Ireland;
Italy; Luxembourg; Montenegro; Netherlands; Norway; Poland; Portugal; Republic of Northern Macedonia; Romania; Serbia; Slovakia; Slovenia; Sweden; Switzerland;
Türkiye; United Kingdom.
(3) Australia; New Zealand; India; South Korea; Japan; Mainland China; Taiwan, China; Macao SAR; Hong Kong SAR; Kazakhstan and South Africa.
(4) Argentina, Brazil; Canada; Chile; United States; Mexico and Uruguay.

61
In 2023, the total number of hours of absenteeism due to common markets reporting non-employee workers, accidents occurred in 8:
59
illness, corresponding to 97.4% of the Group’s employees (including Italy (10), Brazil (3), Chile (3), United Kingdom (3), Uruguay (3), France (2),
all logistics and store employees in the world and office employees in Austria (1) and Switzerland (1), giving a total of 26 accidents (0 accidents
60
Spain), amounted to 12,810,222 hours (13,223,549 hours in 2022 ). in the 3 markets reported in 2022).

The total number of hours worked in 2023, corresponding to 92.4% of Emergency management
Group’s employees (including all logistics and store employees in the
So as to actively manage at all times the risks that may arise in any
world), amounted to 182,712,729 hours (92.8% of employees and
workplace, and in keeping with our philosophy of following the
177,342,180 hours in 2022).
precautionary principle, we have designed, prepared and implemented
Non-employee worker accidents Emergency and Evacuation Plans and Self-Protection Plans that
establish the organisational and functional criteria in the different
At Inditex we also look after the health and safety of people who, though facilities. The objective is to prevent, control and provide an adequate
not our own employees, carry out their activity in the Group's work response, from the outset, to potential emergency situations that may
centres under its supervision. In 2023 there were 22 accidents involving cause harm to people and/or their property.
non-employee workers in Spain (in 2022 there were 7). As for the other

59
Information on the remaining 2.6% is not available.
60
The absenteeism data reported in 2022 has been restated taking into account the improvement in the quality of the information reported.
61
The following markets have no non-employee workers: Albania, Australia, Mainland China, Macao SAR, Slovenia, Greece, New Zealand, Portugal and South Africa.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 280

7. Social 7.1. Our people

Through these Plans, we comply with the regulatory requirements protection measures and other actions to be taken in the event of
applicable to occupational risk prevention and occupational health and emergencies.
safety, as well as with the internal requirements established by the
Group for the workplaces. In the last two years, the following actions were taken:

In short, these Emergency and Evacuation Plans and Self-Protection

Plans include the necessary steps for prevention and control, as well as

62
2023 2022
Self- Protection Emergency and Emergency and Self- Protection Emergency and Emergency and
Plan Evacuation Plan Evacuation Plan Plan Evacuation Plan Evacuation Plan
Brand New Updated New Updated
Bershka 11 19 1 1 6 0
Massimo Dutti 3 6 5 3 9 5
Oysho 0 12 14 0 9 18
Pull&Bear 1 19 25 8 20 6
Stradivarius 5 38 22 5 22 11
Zara 22 45 4 25 79 57
Zara Home 5 19 0 2 13 6
Total 47 158 71 44 158 103

Emergency, Self-Protection and Evacuation Plans

Market 2023 2022 Hungary 13 17
Spain 286 238 India 5 4
Albania 0 2 Ireland 3 0
Germany 40 108 Italy 218 271
Argentina 12 12 Japan 7 6
Australia and New Zealand 2 18 Kazakhstan 2 0
Austria 0 1 Luxembourg 0 0
Belarus 0 0 North Macedonia 0 0
Belgium 10 3 Mexico 265 395
Bosnia Herzegovina 0 0 Montenegro 1 0
Brazil 1 50 Norway 0 0
Bulgaria 4 5 The Netherlands 2 3
Canada 0 0 Poland 213 44
Chile 13 14 Portugal 10 6
Mainland China 2 5 United Kingdom 6 0
South Korea 0 0 Czech Republic 0 0
Croatia 10 40 Romania 11 3
Denmark 0 0 Serbia 4 21
Slovakia 0 0 South Africa 0 1
Slovenia 5 0 Sweden 0 0
United States 103 2 Switzerland 4 20
Finland 0 0 Türkiye 1 84
France 11 12 Ukraine 0 0
Greece 7 0 Uruguay 4 4

62
The data on the number of Zara's Self-Protection Plans and Emergency and Evacuation Plans reported in 2022 have been restated to take into account the
improvement in the quality of the information reported.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 281

7. Social 7.1. Our people

Other emergency management activities are summarised in the tables below:

2023
Work centre Description
Talent Center Madrid Emergency and evacuation plan
Bershka Logística 25th Anniversary emergency plan
Zara Home Logística Evacuation drill
Stradivarius Logística Theoretical and practical training emergency teams
Pull&Bear España S.A. Self-protection plan
Servicios Centrales Arteixo Protocol for action in the event of an emergency
Massimo Dutti Logística Self-protection plan
Tempe Self-protection plan

2022
Work centre Description
Indipunt Emergency and evacuation plan
Tempe Evacuation drill Elche
Tempe Evacuation drill Culleredo
Inditex Emergency and evacuation plan
Pull&Bear España, S.A. Emergency and evacuation plan
Tempe Fire safety training
Plataforma Meco Platform evacuation drill
Zara Home Logística Platform evacuation drill

Inditex Group Annual Report 2023 Statement on Non-Financial Information 282

7. Social 7.2. Workers in the supply chain

7.2. Workers in the supply chain

Material topic: Fair working conditions; Diversity, equality and inclusion; Responsible supplier management and traceability; Health, safety and
well-being

7.2.1. Workers at the Centre

GRI 2-23; 2-28; 3-3; 407-1; 413-1; AF2; AF5

human rights, the most notable of which are organised into Priority
Impact Areas.
i More information in the Workers at the Centre report, available on Inditex’s
corporate website.
To achieve this we have harnessed a number of internal and external
information sources, such as surveys, interviews with key partners such
as IndustriALL or the International Labour Organization (ILO),
Comprehensive and effective due diligence concerning human rights in information concerning the social audits of suppliers, analyses of
a global supply chain entails robust policies, tools and practices legislation, reports on trends or risks in connection with human rights,
designed to identify, prioritise and mitigate the impacts on people. etc. Above all, we have relied on our own work and relationships in each
Inditex has developed a socially sustainable management of its supply of the geographic areas where our suppliers operate. This process,
chain to ensure a rigorous compliance programme that includes audits, carried out in accordance with the UN Guiding Principles on Business
corrective action plans and training, among other measures, and Human Rights, involved all sustainability areas, teams present
accompanied by a strategy that puts ‘Workers at the Centre’. This locally in our main production markets, which we call clusters, and other
strategy is based on respect for and promotion of human rights, as well Company areas. The organisation Shift, a leading centre of expertise on
as the creation of social value. human rights and business, has also been involved.

As a logical evolution in the year, a development of the Priority Impact

i More information in section 8.3. Supplier relations of this Report. Areas has been carried out by incorporating all the potential impacts
identified and subsequently prioritised. For this new strategy, impacts
related to the environment and climate change have been added more
directly, ensuring respect for human rights from a holistic perspective,
The Workers at the Centre strategy launches its new 2023-2025 cycle.
and incorporating aspects such as just transition and the future of work.
The lessons learned in recent years and the knowledge of the supply
chain have allowed us to incorporate best practices in this new stage
This version of the Workers at the Centre strategy identified notable
with the aim of moving towards transformation both in the lives of the
impacts on human rights structured around five Priority Impact Areas:
people who form part of the supply chain and their communities, and in
Social dialogue, Living wages, Respect, Health and Resilience.
the industry as a whole.

To achieve this, we collaborate with stakeholders to address the shared

challenges and we stand close to workers to understand their needs
and provide them with the necessary tools for their empowerment,
participation and well-being.

As part of the evolution of this strategy from its previous 2019-2022

phase, we have strengthened the due diligence process. This is a
continuous process to identify and prioritise potential impacts on

Inditex Group Annual Report 2023 Statement on Non-Financial Information 283

7. Social 7.2. Workers in the supply chain

The new phase of the strategy also aims to reinforce the focus on
vulnerable groups, such as women, migrants, people with disabilities or
workers involved in the production of raw materials, etc., ensuring
transversality across all Priority Impact Areas.

This strategy is implemented through a network of partnerships,

initiatives and interventions aimed at promoting systemic changes in
the industry and communities.

To develop the strategy, on-the-ground collaboration and monitoring is

very important. To support this monitoring, in 2023 alone, we conducted
63
821 monitoring visits (540 visits in 2022) .

Transformation and impact:

how do we approach this?
/ We continue to ascertain, evaluate and improve
working conditions in our supply chain while at the
same time involving workers in the improvement
process.
/ We continue to foster close and strategic links
with relevant stakeholders, who will continue to
present us with challenges and to support us in
achieving shared goals.
/ We involve our partners and suppliers, also
fostering solutions based on their own initiative.
/ We work with the rest of the industry, seeing
sustainability as an issue common to all and as a
priority for shared supply chains.
/ We innovate in the quest for new ways to listen to
the supply chains and take part in active corrective
measures led by stakeholders.
/ We focus on transformation, which includes
creating prosperous and resilient communities
around our supply chains.
/ We address needs by paying attention to what is
happening around us, while also engaging our
team of experts from all over the world.

63
Previously reported as ‘special audits’. In order to enhance transparency, this year we detail the topics and volume of the ‘special audits’ in the various sections of this
Report.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 284

7. Social 7.2. Workers in the supply chain

Workers at the Centre

The Workers at the Centre 2023-2025 strategy is based on respect for the human rights of the workers in the supply chain. Our goal is
to reach three million people by 2025.

Workers at the Centre 2023

1,461,255 1,719 46
People Suppliers and factories Initiatives and solutions
reached by the strategy involved in the strategy developed in factories and/or communities

100% 31
Suppliers Organisations
covered by the strategy we collaborate with

Inditex Group Annual Report 2023 Statement on Non-Financial Information 285

7. Social 7.2. Workers in the supply chain

Priority Impact Areas Elements of the strategy

/ Due Diligence
Social dialogue A continuous process, based on the UN Guiding Principles
Facilitating mature industrial relations as a on Business and Human Rights, allowing us to identify five
vehicle for a more participative society. Priority Impact Areas. These areas are synergetic and
interconnected.

Living wages
Setting the conditions for the achievement of / Transformation
Living Wages in the Inditex supply chain Transformation is a slow process and requires the
commitment and collaboration of various parties. Our
Workers at the Centre strategy connects us to the present
and the challenges it poses, without losing sight of our
ultimate goal, which is to transform the industry and
communities.

Respect
Promoting safe and respectful environments,
free from discrimination, abuse or harassment.
/ Equity as our focus
We make more visible and integrate the needs of the most
vulnerable groups, including women, migrants and refugees.

Health
Protecting the health and safety of workers in
the supply chain, and improving their well-
being.
/ Solutions

Priority Impact Areas develop, support and combine different

types of solutions and interventions to pursue their
objectives: partnerships, collaborations with different
stakeholders, direct interventions with suppliers or
community outreach, among others.
Resilience
Contributing to create preventive, adaptive and All the approaches complement each other and, at different
transformative capacities for development. paces and scales, contribute to and are part of implementing
the strategy.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 286

7. Social 7.2. Workers in the supply chain

Key characteristics of the Workers at the Women, migrants and refugees or people with disabilities are some of
Centre strategy the key beneficiaries of this strategy, and we remain especially
supportive of their needs.

From compliance to commitment Systemic perspective

In the journey towards socially sustainable supply chain management, Our due diligence process takes into account environmental and
embedded in our human rights strategy, we have gradually climate change impacts on people. Health and human and planet
incorporated new elements to strengthen the protection of rights, prosperity are interdependent and go hand in hand. All human beings
evolving from a compliance-based model to the current strategy, which depend on the environment in which we live, so having a safe, clean,
folds in the vision of transformation and impact. healthy and sustainable environment is crucial for enjoying a wide range
of human rights, including the rights to life, health, food, water and
Culture of collaboration sanitation.
The challenges posed by a global supply chain are shared, so
Combination of global and local approach and implementation
collaboration is required to have a leveraging and lasting impact. In
particular, our sustainability goals for the supply chain are shared by We have teams in the main production markets, in direct contact with
suppliers, manufacturers, companies and brands, and other suppliers, workers, trade unions, NGOs, local and national authorities,
stakeholders such as NGOs, trade unions and local and international international organisations and academic institutions, among others.
organisations. This way of working at the local level is what we call ‘clusters’. In 2023,
Inditex had ten clusters in Spain, Portugal, Morocco, Türkiye, India,
Furthermore, at Inditex we take an open and collaborative approach Bangladesh, Pakistan, Vietnam, China and Cambodia.
with a range of bodies and we actively participate in the industry's
global initiatives as the driving force for transformation, always with the We pay special attention to the context in each of the regions where our
aim of that the sector adopts widespread sustainable practices. suppliers operate.

One of our most significant relationships is with the international trade Integration in the business model
union federation IndustriALL, with which Inditex signed a Global
At Inditex, we see sustainability as a way of acting, and as such it
Framework Agreement in 2007. This Agreement is one of our most
permeates the entire business model and each of the areas that
valuable tools for promoting worker participation, the respect for
develop it.
freedom of association and collective bargaining.
In particular, the involvement of the buying teams is essential. Among
We also work with international organisations such as the United
others, we have developed management systems that allow all our
Nations Global Compact, the Ethical Trading Initiative and the
buying teams to know the performance of each supplier, encouraging
International Labour Organization (ILO), through public-private
responsible purchasing practices that allow them to make
partnerships, and the Better Work Initiative.
sustainability-focused business decisions.
We highlight the importance of our collaboration with other brands
Supporting our suppliers
through various initiatives, such as ACT (Action, Collaboration,
Transformation), which works to achieve living wages in the supply Raising awareness and training of our suppliers enables us to address
chain through responsible purchasing practices and collective supply chain challenges as a shared responsibility. Our buying and
bargaining. sustainability teams have a very close relationship with suppliers. A
prime example is the continuous and specialised training on issues
Focus on vulnerable groups such as gender equality, freedom of association, living wages or health
Although we design and implement global strategies for each of the and safety. In 2023, we provided training programmes to 911 suppliers.
Priority Impact Areas, we focus especially on the most vulnerable
people. We want to make sure to listen to the people who are least
represented and potentially most affected.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 287

7. Social 7.2. Workers in the supply chain

7.2.2. Social dialogue

GRI 3-3; 407-1; AF5

Social dialogue
Goal
Facilitating mature industrial relations as a vehicle for a more participative society

Main lines of work

/ Worker participation
/ Ecosystems for dialogue

Related SDGs Related human rights Alliances and partnerships

/ Rights to freedom of opinion and / ACT (Action, Collaboration, Transformation)

expression
/ Better Work
/ Right to freedom of assembly
/ Ethical Trading Initiative
/ Right to freedom of association and
collective bargaining / Foro Social de la Industria de la Moda de España

/ Right to form or join trade unions and / IndustriALL Global Union

the right to strike / International Apparel Federation (IAF)
/ Right to work

2023 Key indicators

/ 411,676 people reached
/ 218 suppliers and factories involved
/ Bangladesh, Cambodia, China, Egypt, Indonesia, Morocco, Pakistan, Türkiye, Tunisia, Vietnam

Worker participation, along with maintaining and developing the IndustriALL set up to promote worker representative engagement and
ecosystems for dialogue, are the two core premises for achieving coordination between Inditex and IndustriALL Global Union and its local
mature industrial relations and, as a result, for promoting more engaged affiliates.
and equal societies. Our commitment and contribution to protecting the
We have also been able to work on Dispute Resolution Mechanisms
fundamental rights to freedom of association and bargaining aims to
through the internal communication channel enabled under the Global
generate a positive impact on Inditex’s supply chain.
Framework Agreement, as well as other mechanisms set up under different
initiatives, such as the Interim Dispute Resolution Mechanism in Bangladesh
a) Worker participation
(concerning freedom of association rights and the payment of wages and
Our Global Framework Agreement with IndustriALL Global Union is one of benefits for ACT workers) or the Dispute Resolution Mechanism of the
the most effective tools for safeguarding the respect of the rights to freedom International ACCORD.
of association and collective bargaining in our supply chain. Since 2007 we
have been implementing this vision through the successive renewals of the
Global Framework Agreement. The latest renewal, in 2019, involved the
creation of the Global Union Committee, a representative body of

Inditex Group Annual Report 2023 Statement on Non-Financial Information 288

7. Social 7.2. Workers in the supply chain

Main initiatives in 2023 contribution of Inditex along with other international brands and
companies, IndustriALL Global Union and other key stakeholders has
/ Implementation of the Global Framework Agreement with served to create opportunities for collaboration in various areas of
IndustriALL Global Union (global). common interest.
/ Training on the Global Framework Agreement (Morocco, Tunisia,
Türkiye). We also embarked on a new journey in terms of workers satisfaction
/ Training for local affiliates of IndustriALL concerning the through the analysis of our supply chain in Morocco. We now aim to
mechanisms of the Global Framework Agreement (Cambodia, transfer this experience to other markets to continue our in-depth
Morocco, Türkiye. analysis of workers' needs, which we see as paramount for their
empowerment and satisfaction.
b) Ecosystems for dialogue
Main initiatives in 2023
Empowering the representatives of workers and employers through
social dialogue platforms at local or industry level is one of the best / Better Work programme (Bangladesh, Cambodia, Egypt,
ways to generate impact at different stages of the supply chain. Indonesia, Pakistan, Vietnam).
/ Collaboration through the ACT initiative (Bangladesh, Cambodia,
We are actively working on representation mechanisms and raising Türkiye).
awareness regarding industrial relations through initiatives such as ACT / Social dialogue programme by the Ethical Trading Initiative (ETI)
(Action, Collaboration, Transformation), Better Work, the Ethical Trading (Bangladesh).
Initiative or the Foro Social de la Industria de la Moda de España. We / Training in industrial relations (China).
are also working in other areas linked to occupational health and safety
or equality through initiatives such as International ACCORD. Here, the

Framework agreement signed with the International Apparel Federation (IAF)

On 2 October 2023, Inditex and the International Apparel Federation (IAF)—an organisation that represents 100,000 manufacturers
from more than 40 countries through its member associations—signed a framework agreement aimed at driving a meaningful
transformation in the global garment industry. This agreement aims to develop a more people- and planet-friendly industry by
improving circularity, traceability and worker well-being, paving the way for developing projects connected with these areas.

IAF and Inditex have identified key areas of focus within the agreement, including boosting industrial development in producer
countries and transitioning to an industry that makes waste into new raw materials while aiming for net zero emissions, encouraging
the adoption of renewable processes and energies with a lower impact on ecosystems. Furthermore, the agreement lays particular
emphasis on improving working conditions and envisages collaborative actions on issues such as occupational health and safety,
social protection, diversity and inclusion.

It also includes cross-cutting aspects such as the creation of a common framework to measure and verify the impacts of the textile
industry and encourage resilience and the adoption of transparency-enhancing practices, such as digital labelling. In addition, it
explores the interoperability of information systems and promotes the digitalisation and increased efficiency of global supply chains,
among other issues.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 289

7. Social 7.2. Workers in the supply chain

7.2.3. Living wages

GRI 3-3; 407-1; AF5

Living wages
Goal
Setting the necessary conditions for the achievement of Living Wages in the Inditex supply chain

Main lines of work

/ Necessary conditions for collective bargaining
/ Responsible purchasing practices
/ Management systems and favourable practices

Related SDGs Related human rights Alliances and partnerships

/ Rights of protection of the family and the / ACT (Action, Collaboration, Transformation)
right to marry
/ Habitat Association (Habitat Derneği)
/ Right to a family life
/ Better than Cash Alliance
/ Right to enjoy just and favourable conditions
of work / BSR (Business for Social Responsibility)

/ Right to an adequate standard of living / East China University of Political Science and
Law (ECUPL)
/ Right to health
/ Faculty of Science and Technology, Tangier
/ Right to education
/ IndustriALL Global Union
/ International Labour Organization (ILO)
/ RISE: Reimagining Industry to Support Equality

2023 Key indicators

/ 31,318 people reached
/ 47 suppliers and factories involved
/ Bangladesh, Cambodia, China, Egypt, Morocco, Türkiye, Vietnam

We believe that workers can only be guaranteed a living wage by foster optimised management systems and employee-friendly
means of effective, industry-wide collaboration between workers’ practices in wage payment.
representatives and employers with a view to fostering social dialogue
and ongoing respect for freedom of association and collective a) Necessary conditions for collective bargaining
bargaining rights, backed by continuous improvements in responsible
At Inditex, we believe that strengthening collective bargaining
purchasing practices.
agreements at industry level, underpinned by improvements in
Consequently, both our Framework Agreement with IndustriALL Global responsible purchasing practices, are the right way to progress in
Union and our work with the ACT (Action, Collaboration, Transformation) achieving living wages. Accordingly, our approach is closely linked to
initiative are essential pillars for progress. We also work in areas such as our social dialogue strategy, and in particular to our relationship with
wage digitalisation, boosting productivity and financial education to one of our main stakeholders, IndustriALL Global Union.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 290

7. Social 7.2. Workers in the supply chain

Moreover, another primary tool is our active involvement in the ACT c) Management systems and favourable practices
initiative, in which the 19 international member brands and IndustriALL
Global Union work together to promote platforms for dialogue in the To make headway on our path to achieving living wages, we must take
countries where the initiative is in place, to create a working a holistic approach and work on several fronts, including creating an
environment between workers’ representatives, employers and ecosystem that fosters favourable conditions and lays a solid
international brands with an onus on best purchasing practices and foundation for the payment of living wages to workers in Inditex's supply
promoting conditions for collective bargaining between employers and chain. With this in mind, we combine a compliance approach
workers’ representatives. underpinned by audits and corrective plans, with programmes and
interventions based on training and impact.
Main initiatives in 2023 Enhanced skills, improved productivity, effective wage management
systems, and financial literacy of the workers are some of these
/ Collaboration through the ACT initiative (Bangladesh, Cambodia,
important favourable conditions that play a crucial role in improving
Türkiye).
workers' wages and benefits. In fact, there is a direct link between these
/ Implementation of the Global Framework Agreement (global). matters and the payment of living wages.

Main initiatives in 2023

b) Responsible purchasing practices
/ Lean Project (Bangladesh, China, Morocco).
Responsible purchasing practices can help create an environment that / RISE Financial Health project (Cambodia, China, Egypt, Vietnam).
is conducive to improving working conditions, wages and benefits for
/ SCORE Programme (China).
workers in the supply chain. Mindful of this, as ACT members since 2018
we have signed up to five commitments in relation to purchasing / Wage digitalization capacity building (Vietnam).
practices. / Wage management project (China).
/ Look Through Another Window project (Türkiye).
In 2023, we have again carried out ACT's purchasing practices surveys
with our buying teams and suppliers. Since then, we have held
meetings with buyers to map out improvements and key next steps.
Suppliers are another important part of this process, and their feedback
is also shared with the teams.

To implement these commitments and help our buying teams make

responsible purchasing decisions, we train them to adopt best practices,
developing and providing them with management systems that measure
the sustainability performance of each supplier and factory.

We have also completed the first and second editions of the

Foundations of Textile Manufacturing programme at the Inditex’s
Sustainable Fashion School, devised in collaboration with the University
of Leeds, training 1,200 employees.

Main initiatives in 2023

/ Responsible purchasing practices with ACT

/ Training buyers at the Inditex Sustainable Fashion School

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7. Social 7.2. Workers in the supply chain

7.2.4. Respect
GRI 3-3; 408-1; 409-1; AF5; AF24; AF27; AF32

Respect
Goal
Promoting safe and respectful environments, free from discrimination, abuse or harassment

Main lines of work

/ Respectful work environments free from any kind of violence and harassment
/ Fair recruitment and employment culture

Related SDGs Related human rights Alliances and partnerships

/ Right not to be subjected to slavery, servitude or / Anne Çocuk Eğitim Vakfi (AÇEV)
forced labour
/ Associação Plano i
/ Right to freedom of movement
/ RISE: Reimagining Industry to Support Equality
/ Rights to freedom of thought, conscience and
religion / Casal dels Infants

/ Rights of protection for the child / Association for Solidarity with Asylum Seekers and
Migrants (ASAM)
/ Right to a family life
/ Ethical Trading Initiative (ETI)
/ Right to education
/ International Labour Organization (ILO)
/ Right to equality before the law, equal protection
of the law, and rights of non-discrimination / Network of Organizations Working for People with
Disabilities Pakistan (NOWPDP)
/ Right to non-discrimination in economic, social
and cultural rights / Pratham

/ The equal right of men and women to the / Refugee Support Center (MUDEM)
enjoyment of all economic, social and cultural / Social Awareness and Voluntary Education (SAVE)
rights
/ Support to Life (STL)
/ Right to enjoy just and favourable conditions of
work / United Work

2023 Key indicators

/ 64,929 people reached
/ 133 suppliers and factories involved
/ Bangladesh, China, India, Morocco, Pakistan, Portugal, Türkiye

Everyone must be treated with respect, fairness and dignity. At Inditex, underlying causes and developing the necessary solutions, with a focus
through this Priority Impact Area, we defend the need to promote on equality and a culture of collaboration. Ultimately, our goal is to
respectful and equal workplaces, and we apply an integrated framework guarantee workers a safe workplace, free from any kind of harassment,
based on zero tolerance policies and practices against abuse and abuse and violence, and a climate of respect in the factories linked to
inequalities, identifying the hazards and risks, addressing their Inditex.

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7. Social 7.2. Workers in the supply chain

At Inditex we believe that gender equality is not only a fundamental under the Workers at the Centre strategy play a crucial role not only in
human right, but also an essential value for the sustainability of the preventing these situations in the first place, but also in taking the
supply chain and for development. necessary action if any non-compliances are detected.

That is why, for some years, we have been working in the field of
gender, diversity and inclusion, and this Priority Impact Area is one of Main initiatives in 2023
the main catalysts for nurturing respect for the related ILO international
standards. / Sowbhagyam project (India).
/ Sankalp project (India).
Likewise, Inditex does not tolerate any form of modern slavery or human / Remediation programme for migrant workers (Türkiye).
trafficking in its organisation or its supply chain, and engages actively in
the promotion of and respect for human rights.

a) Respectful work environments free of all forms of

violence and harassment
We carry out activities and solutions on an evidence-based approach,
aimed at understanding the specific needs of target groups in both the
workplace and the community to develop viable solutions to halt
violence and harassment and thus foster a culture of respect as a
preventive measure while reinforcing mitigation and remediation
measures when required.

Main initiatives in 2023

/ EDUCARE project (Morocco)
/ ETI Gender Sensitive Workplace project (Bangladesh)
/ Cohesion support groups project (Türkiye)
/ LGBTI+ Awareness project (Portugal)
/ Migrant Parents project (China)
/ Parwaaz project - Disability management in the workplace
(Pakistan)
/ Training for refugee workers (Türkiye)
/ RISE Respect project (Bangladesh, India)
/ Together Strong project (Türkiye)
/ Towards an Inclusive Workplace project (Türkiye)
/ Workplace Adaptation project (Türkiye)

b) Fair recruitment and employment culture

Having fair recruitment and employment practices is key to achieving
decent working conditions. At Inditex we have a zero tolerance policy
towards child labour and any kind of forced labour. These topics are
discussed in our Code of Conduct for Manufacturers and Suppliers,
which specifies that the employment of children and any form of forced
or involuntary labour by our manufacturers and suppliers is strictly
prohibited.

In order to improve and further develop these areas, we have a supply

chain management system that includes aspects such as audits,
corrective plans or awareness activities, among others, allowing us to
identify and remedy potential breaches. Even so, our various initiatives

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7. Social 7.2. Workers in the supply chain

7.2.5. Health
GRI 3-3; 403-6; 403-7; 403-8; AF5

Health
Goal
Protecting the health and safety of workers in the supply chain, and improving their well-being

Main lines of work

/ Physical health
/ Workplace safety
/ Well-being

Related SDGs Related human rights Alliances and partnerships

/ Right to life
/ Right to health / International Accord for Health and Safety in the
/ Rights of protection of the family and the Textile and Garment Industry
right to marry
/ Medicus Mundi Sur
/ Right to enjoy just and favourable
conditions of work / RISE: Reimagining Industry to Support Equality
/ Right to a family life
/ RMG Sustainability Council (RSC)
/ Right to a clean, healthy and sustainable
environment / St. Johns Medical College
/ Right not to be subjected to torture, cruel,
inhuman and/or degrading treatment or / University of Oxford
punishment
/ Right to an adequate standard of living

2023 Key indicators

/ 1,125,665 people reached

/ 1,337 suppliers and factories involved

/ Bangladesh, China, India, Morocco, Portugal, Sri Lanka, Vietnam

In 2022, the ILO declared that a safe and healthy working environment In 2023, by means of this Priority Impact Area, Inditex has developed
is a fundamental right and principle at work. For decades, Inditex has several initiatives of its own or in collaboration with expert organizations
been committed to promoting these basic rights in our supply chain. In recognized for their professionality in the field, to further strengthen our
this connection, we have a framework of procedures in place to ensure commitment to guaranteeing safe and healthy working environments
compliance with the requirements through assessments and corrective for workers part of Inditex’s supply chain. Our commitment to equality is
activities, and we take a comprehensive and holistic approach by always woven into the solutions we develop to ensure that the needs of
identifying best practices to address specific challenges and workers' all vulnerable groups.
needs. Working with expert organisations to identify areas for
improvement allows us to better implement the solutions devised,
through both immediate actions and long-term goals.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 294

7. Social 7.2. Workers in the supply chain

a) Physical health c) Well-being

As part of this strategic line, we have continued our commitments and The World Health Organization (WHO) defines well-being as a positive
initiatives aimed at reinforcing the evaluation, support and improvement state experienced by individuals and societies. Similar to health, it is a
of compliance with our Code of Conduct for Manufacturers and resource for daily life and is determined by social, economic and
Suppliers. environmental conditions. Well-being encompasses quality of life and
the ability of people and societies to contribute to the world with a sense
We have developed a global plan to strengthen occupational health and of meaning and purpose. Focusing on well-being supports the tracking
safety in our supply chain, launched in 2022, aiming to proactively of the equitable distribution of resources, overall thriving and
engage with our key suppliers and manufacturers to improve, where sustainability.
necessary, their level of health and safety compliance.
At Inditex we firmly believe that these issues must be addressed in the
Through this commitment, an individual improvement plan is developed supply chain by placing particular care on mental health and reducing
for each supplier and factory based in different markets. A team with the psychosocial risks workers are exposed to, creating and maintaining
specific training in this area then continuously monitors the corrective a workplace culture of well-being and promoting the dissemination of
action plans and regularly contacts with each supplier or manufacturer, knowledge; means whereby ecosystems benefit workers, their families
providing advice, monitoring progress and verifying improvements to and the community.
ensure greater compliance with our Code and related applicable
legislation using an empirical approach. Main initiatives in 2023
/ SAKHI Menstrual Rights project (India, Sri Lanka).
Main initiatives in 2023
/ Project on mental health promotion (Portugal).
/ Project in collaboration with Medicus Mundi (Morocco).
/ RISE Health project (Vietnam).
/ OHS Corrective Action Plan (global).

b) Workplace safety
Workplace safety is a fundamental part of any working environment.
Renewal of the International
Creating a safe environment to protect workers from accidents or Accord
occupational illnesses is paramount for Inditex. In this regard, we
continuously implement due diligence processes in our supply chain to In November 2023, brands—including Inditex—and
trade unions renewed their commitments for another
identify safety risks and hazards and to offer tailored solutions to
three years, and agreed an automatic renewal for a
prevent, remedy and improve the situation.
further three years after that, making it the longest
Accord pledge to date. This enduring commitment
In this strategic line we focus on the commitment to have safe and
reflects the conviction of the signatory brands and trade
suitable facilities and workplaces and to raise awareness as necessary unions regarding the Accord's impact on workplace
to inform workers and management regarding effective workplace health and safety through independent factory
safety management. inspections, remediation, safety training and an effective
worker grievance mechanism.
For instance, as a signatory of the International Accord for Health and
Safety in the Textile and Garment Industry, Inditex is committed to
health and safety at textile factories. Through ongoing interaction we
verify and oversee the effective implementation of corrective actions at
our suppliers and manufacturers.

Main initiatives in 2023

/ Accord-CAP Remediation project (Bangladesh).
/ WISH: Workplace Improvement for Safety and Health project
(China).
/ Suraksha: fire & electrical system assessment + thermography
project (India).
/ Boiler Safety project (Morocco).

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7. Social 7.2. Workers in the supply chain

7.2.6. Resilience
GRI 3-3; AF5

Resilience
Goal
Contributing to create preventive, adaptive and transformative capacities for development

Main lines of work

/ Social protection
/ Just transition and the future of work
/ Prosperous livelihoods

Related SDGs Related human rights Alliances and partnerships

/ Right to freedom of assembly / ASA (Action for Social Advancement)

/ Rights of protection for the child / East China University of Political Science and
/ Right to equality before the law, equal Law (ECUPL)
protection of the law, and rights of non-
discrimination / International Labour Organization (ILO)

/ Right to social security, including social / İyi Pamuk Uygulamaları Derneği – IPUD
insurance
/ RISE: Reimagining Industry to Support
/ Right to a family life Equality
/ Right to education
/ Swasti
/ Right to a clean, healthy and sustainable
environment
/ Right to health

2023 Key indicators

/ 20,492 people reached
/ 85 suppliers and factories involved
/ China, India, Pakistan, Türkiye, Uzbekistan, Vietnam

The global economic, social, climate and political context is dynamic, impact of technology on the future of work, and without overlooking
and the associated changes affect the resilience of the supply chain, support for proper social security systems to ensure that no one is left
including that of workers and communities that depend on it directly or behind. This would also involve exploring ways of securing prosperous
indirectly. In this Priority Impact Area we analyse megatrends and work livelihoods, including the production of raw materials.
alongside suitable partners to create more resilient suppliers and
communities. These commitments must be developed while also
anticipating effects such as those arising from climate change or the

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7. Social 7.2. Workers in the supply chain

a) Social protection Main initiatives in 2023

We are engaged in ensuring access to adequate and sufficient social / Rise Foundations project (China, Vietnam).
security coverage in the supply chain, regularly evaluating the
compliance levels of factories and suppliers and, where necessary,
implementing and monitoring corrective action plans. c) Prosperous livelihoods
We also took part in the Covid-19: Action in the Global Garment Industry In this line of action, we focus primarily on the livelihoods of people
initiative, which emerged in 2020 as a joint response to the effects of involved in the production of raw materials, including those in the
covid-19, and which calls ‘to work together to establish sustainable agricultural sector.
systems of social protection for a more just and resilient garment
industry’. While raw materials, both natural and man-made, are pivotal
components in the creation of end products, their supply chain is highly
complex and involves challenges linked to labour conditions, as well as
Main initiatives in 2023
development, prosperity and resilience. These challenges must be
/ Happiness for All (India). addressed both locally and globally, so a holistic approach is called for.
/ Covid-19: Action in the Global Garment Industry (global). This approach must encompass traceability, due diligence and a
/ Training on social security-related benefits (China). commitment to respect for and promotion of human and labour rights.

Main initiatives in 2023

b) Just transition and the future of work / Public-private partnership with the International Labour
We want to ensure that a human rights-based approach is Organization (India, Pakistan, Uzbekistan).
systematically incorporated into Inditex’s climate commitments. Human / Collaboration projects for promoting regenerative agricultural
rights experience and practice are combined with environmental plans practices (India).
and actions, thereby ensuring that the social impact is taken into / Child & Women Friendly Mobile Areas project (Türkiye).
account. We also endeavour to understand how jobs and skills are set
to evolve.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 297

7. Social 7.3. Communities

7.3. Communities
Material topic: Value creation in the community

To achieve this, we invest monetary or in-kind resources or hours—such

as our people’s time spent volunteering—in an array of non-profit
i More information in the Community Investment Policy, available on Inditex’s initiatives.
corporate website.
Accordingly, we currently support projects focused on:

/ Education: actions aimed at safeguarding the right to quality

education throughout life and generating opportunities for decent
7.3.1. Our community investment strategy work grounded on inclusion and equity.

GRI 2-23; 2-28; 3-3; 203-1; 413-1; 413-2; AF33 / Emergency relief: initiatives to safeguard the lives, health and well-
being of forced migrants and refugees, as well as other vulnerable
We see community investment as an opportunity to contribute to groups facing humanitarian emergency situations—natural disasters,
sustainable development through voluntary activities that go beyond armed conflicts or similar circumstances—.
the limits of our value chain and the boundaries of our sector.
/ Environment: activities aimed at conserving and restoring
All these activities are based on our Community Investment Policy, ecosystems, fostering regenerative practices, supporting the circular
which develops the content on community investment set out in the economy and using resources efficiently.
Code of Conduct, the Sustainability Policy and the Policy on Human
Rights.

Our Community Investment Policy was updated in 2022 to incorporate

best practices and recommendations. Accordingly, we aligned our The importance of gender equality
initiatives not only with our corporate strategy, but with the Paris
Agreement and the Sustainable Development Goals (SDGs), We see gender equality as a transversal priority in our
established in the United Nations 2030 Agenda. In fact, the SDGs are strategy. Accordingly, the initiatives we support promote
the foundation of our community investment programme. respect for diversity and equality between men and
women in all spheres (economic, social, cultural, labour,
political, etc.). This approach addresses the root causes of
the problem and helps to solve it.
i More information in the Community Investment Policy, available on Inditex’s
corporate website.

Our approach to corporate community investment

We aim to bring about a lasting impact in the community, which is why
we focus our efforts on supporting long-term strategic projects, subject
to an exhaustive monitoring and accountability process, instead of
making sporadic contributions to social or environmental causes.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 298

7. Social 7.3. Communities

How we monitor our investment / Promoting research talent in the university environment, with the
renewal of the inMOTION Predoctoral Residency Grant Programme in
We believe it is crucial to rigorously measure the results and impacts collaboration with the University of A Coruña.
achieved. To do this, we use, among others, the Business for Societal
Impact (B4SI) measurement methodology, based on allocating / Renewal of the three-year agreement with Tsinghua University School
contributions in the community, measuring achievements and of Economics and Management (China) for student placements
evaluating the impact of the various components of the project. abroad, grants for low-income students and traineeships for students
in connection with support for vulnerable people.
Our Corporate Community Investment in 2023
In 2023 we supported 910 community and environmental projects with
an investment of more than 112 million euros. These initiatives, focused Our target 2022-2025
on SDGs linked to our activity, have directly benefited more than 4.3
64
million people . In 2022 we undertook to help 10 million people through our
community investment programme between 2022 and
Among the new initiatives launched this year, the following stand out: 2025. In 2023 alone we helped 4.3 million people.

/ Development of emergency relief programmes, in response to the

earthquakes in Türkiye and Morocco, as well as Hurricane Otis in
Mexico, in collaboration with national organisations like the Red Cross
and the Red Crescent.

/ Strengthening stable collaboration in emergency relief, starting with

support for the Emergency Unit of Médecins Sans Frontières and its
programmes to assist refugees and migrants in Bangladesh and
Mexico.

/ Establishing a strategic partnership with Conservation International to

develop the Regenerative Fund for Nature to support the transition
from fashion-related raw materials production to regenerative
agricultural practices.

/ Promoting development cooperation through the Every Mother

Counts programme extension, in order to provide pre-natal care to
pregnant women in Bangladesh and the United States, as well as
renewing the Missão Paz programme for welcoming and supporting
the integration of immigrants and refugees in Brazil.

/ Strengthening social action in Spain based on collaboration with FAD

Juventud to provide quality jobs to young people in Spain, in particular
women, in technological professions with good future prospects, as
well as raising awareness for young people in addiction prevention.

/ Strengthening of community programmes in the area of Inditex’s main

headquarters, based on, among others, renewal of the “A Flote”
emergency relief programme for persons in a situation or risk of social
exclusion in A Coruña, in partnership with the Municipal Government
and Fundación Emalcsa, and the collaboration with the Galicia
Regional Government to launch the ‘Fund for the integrated recovery
of the Galician territory affected by wildfires in 2022’.

/ Inauguration of the first for&from store in Portugal, under the Zara

Home retail format, in collaboration with Associação VilacomVida.

64
Inditex’s community investment is recorded under heading 6. Operating expenses of the Consolidated Income Statement.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 299

7. Social 7.3. Communities

Our Corporate Community Investment in 2023*

Impacts / What has improved?

Impact on people - Depth ***

7% experienced limited changes
82% benefited from an improvement in their lives
11% experienced a fundamental change

Impact on people - Type ***

31% obtained behaviour or attitude changes
1% acquired new skills
96% improved their quality-of-life

Impact on community-based organizations****

94 % improved or new services
88 % improved management processes
95 % increased their capability to take on more staff or volunteers
100 % increased their profile

Impact on employee participants*****

99 % improved personal skills
99 % improved personal well-being
99 % experienced a positive change in their behaviour

(*) Data calculated in accordance with B4SI methodology based on voluntary expenditure by Inditex on Corporate Community
Investment projects during the financial year 2023. The average exchange rate of financial year 2023 was used to convert
contributions into euros. (**) Additional resources contributed to a community organisation or activity that come from sources
other than the Company -employees, suppliers and customers, among others-. (***) Impact assessment carried out on
4,059,696 direct beneficiaries. (****) Impact assessment carried out on 275 community organizations supported by Inditex.
(*****) Impact assessment carried out on a 225 employees volunteering in 18 countries.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 300

7. Social 7.3. Communities

Inputs / What’s contributed?

112.6 M€ 8.9 M
Invested Articles
in social and from our collections
environmental donated
programmes

338 k
Hours devoted
by employeed to CCI acivities during working hours

Outputs / What happens?

4.3 M 476
direct Community
Beneficiaries organizations
supported

910 107.8 M€
Initiatives Leverage **
implemented

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7. Social 7.3. Communities

2023 Corporate Community Investment

Increase in the investment

Collaboration beyond cash contributions

28%
increase in Corporate
Community Investment
(CCI) with respect to
2022.
13% 8% We have significantly
increase in garment donations for social increase in employee time contributions with increased our Corporate
causes with respect to 2022 respect to 2022 Community Investment,
reaching 112.6 million
euros.
We have boosted our in-kind contributions, exceeding 8.9 million items donated over the course of
2023, as well as time contributions from employees during working hours, which reached 338k annual
hours.

Maximising the effectiveness of contributions

Focus on strategic community projects

98%
2% 2% of contributions to
strategic projects.
By adopting a strategic
approach, we maximise
the effectiveness and
impact of our community
98% 98%
programmes.
2023 2022

n Long-term strategic investment n Charitable gifts

For yet another year, we have focused investment in proactive strategic projects (community
investment and commercial initiatives in the community), as opposed to charitable gifts for community
organisations’ general purposes.

Alignment with SDGs and our corporate strategy

We focus our investment to increase impact

SDGs
88%
of CCI focused in 7
88% of CCI is focused in initiatives primarily targeting SDGs 3, 4, 5, 8, 10, 12 and 15. SDGs.

Issue addressed
79% of investment in the priority action areas defined by the Community Investment Policy:
79%
emergency relief, education and environment. of CCI focused in 3
priority issues.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 302

7. Social 7.3. Communities

Increase in the scope

Increase in the number of direct beneficiaries

26%
increase in the number
of CCI projects
developed.

30% In 2023, 910 community

People projects have been
developed, representing
an increase of 26%
In addition to the increase in the number of initiatives developed, in 2023, the community investment compared to the previous
programme benefited 30% more people than in the previous year. year.

Increasing leverage

Maximising effectiveness in unlocking additional resources for community

43%
In million euros increase in additional
funds raised or
contributions leveraged
2023 107.8 from other sources.

2022 75.3

In 2023, the additional resources leveraged by our programmes as a result of the contributions made
from sources other than the Company—employees, customers, suppliers, etc.—amounted to 107.8
million euros, which represents a 43% increase on the previous year.

Making greater impact

Maximising the impact on people
24%
increase in the number
5,200,042 of positive impacts on
direct beneficiaries.
2023

2022 3,535,872

n Positive change in behaviour n Skills development n Improvement in quality of life

5,200,042 positive changes experienced by direct beneficiaries of CCI projects, who have gained in
quality of life, skills development and improved attitude, compared to 3,535,872 in the previous year.

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7. Social 7.3. Communities

7.3.2. Inputs How we increase our contribution

Corporate Community Investment evolution (€ M)
GRI 3-3; 203-1; 203-2; 413-1; 413-2; AF34
2023 2022
In 2023, our Company invested 112.6 million euros in Corporate Total investment in Corporate Community
112.6 87.9
Community Investments, in various ways: Investment
By form of contribution (management costs included)
/ Cash contributions: the aggregate monetary amount invested in Cash 62.0 46.3
supporting social and environmental programmes.
Time 10.2 9.4
/ Time contributions: the proportional cost of our employees' paid time In-kind 38.5 30.3
spent on social or environmental activities during working hours. Management costs 2.0 1.9
By category (management costs excluded)
/ In-kind contributions: donations of products—garments, mainly—to (1)
Charitable gifts 2.4 1.8
non-profit organisations.
(2)
Community investment 71.7 58.7
/ Management costs: estimated expenses incurred for the general Commercial initiatives in the community
(3)
36.6 25.5
management of the programmes. (1) One-off institutional donations to the general goals of charities.

In 2023, we have significantly increased monetary contributions. (2) Long-term strategic commitment to support specific social activities.
Additionally, in keeping with the strategy outlined in our Community (3) Initiatives of social interest directly related to the Company’s commercial
Investment Policy, we have notably boosted in-kind and time activity.
contributions devoted by our employees to CCI initiatives during their
working hours. Management costs meanwhile remained stable
compared to previous years. The nature of our contributions
On aggregate, we have provided 62 million euros in cash contributions, 79% of our community investment was earmarked for priority action
we have donated 8.95 million articles from our collections and our areas: education, emergency relief and environment.
employees have dedicated 338,940 of their working hours to social or
environmental initiatives. With regard to the geographic scope, we prioritise regular investment in
the areas in which we conduct our activity. Specially, in the so-called
These contributions are further divided into three categories: Inditex’s clusters.

/ Charitable gifts: one-off institutional contributions to support the Accordingly, our brands and subsidiaries operate locally and/or
general goals of non-profit organisations. nationally when it comes to supporting community and environmental
projects. This allows us to maximise the positive impact within our
/ Community investment: long-term strategic commitment to
communities.
collaborations with the community to support specific activities.
Lastly, we have also identified the primary SDG (and the secondary SDG
/ Commercial initiatives to the community: initiatives of social interest
where applicable) relating to the initiatives we have implemented this
directly related to the Company’s activity.
year. This analysis tells us that, in keeping with our activity, the
investment has significantly contributed to SDGs 8, 10, 12 and 15 and, in
It is worth noting that 98% of the total investment in 2023 was
addition, to SDGs 3, 4 and 5. The 88% of our contributions were in
channelled to support initiatives that we consider strategic: community
support of initiatives with one or more of these SDGs as their main
investment and commercial initiatives in the community.
objectives.
This enabled us to maximise the efficacy of our contributions and to
broaden the impact of key projects.
i More information in section 8.3. Supplier relations of this Report.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 304

7. Social 7.3. Communities

How we contribute
Distribution of Corporate Community Investment in 2023
By issue addressed
Emergency relief 41%
Environment 23%
Education 15%
Other (social welfare, health, economic development, art
21%
and culture)
By geographic area
Europe ex-Spain 24%
Spain 35%
Americas 21%
Asia and rest of the world 21%
By SDG
SDG 3. Good health and well-being 7%
SDG 4. Quality education 7%
SDG 5. Gender equality 8%
SDG 8. Decent work and economic growth 10%
SDG 10. Reduced inequality 20%
SDG 12. Responsible consumption and production 25%
SDG 15. Life on land 11%
Others 12%

7.3.3. Outputs
GRI 3-3; 203-1; 413-1; 413-2

The 910 community and environmental initiatives we supported in 2023 As for the number of organisations supported by Inditex in 2023, we
have directly benefited more than 4.3 million people in a variety of have made contributions to a total of 476 such entities. In 2022 the
different circumstances: number of benefiting community organisations was 469.

Furthermore, it is important to consider the amount of additional

Who we help investment leveraged: the additional resources that our investment
Distribution of the people benefited by community projects in 2023 programmes have leveraged as a result of contributions by third parties
on the basis of their situation —employees, customers, etc.
Living in developing countries 23%
In 2023 this leveraged investment amounted to 107.8 million euros,
Low income 31%
raised mainly through the collaboration with Water.org -through the
Refugees 20% additional capital released by microfinance institutions-, the Moda Re-
In situation of vulnerability 5% project -through the collection of garments-, and donations from our
Victims of a natural disaster or catastrophe 15% employees from their pay checks.
People who are unemployed 1%
(1)
Other profiles 5%
(1) ‘Other profiles’ refers to people with a disability or who are homeless, among
other circumstances.

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7. Social 7.3. Communities

7.3.4. Impact
GRI 3-3; 203-1; 413-1; 413-2

To gauge the effectiveness of the projects we support, we measure the / Transformation: encompasses the number of people who have
impact of our investments on both the community (direct beneficiaries reported an enduring change in their circumstances as a result of the
and community-based organisations) and the Company (our improvements made.
employees and the company).
What kind of changes have they experienced?
a) Community
Beneficiaries may experience one or more types of changes, which we
Impact on people classify into the following categories:

In 2023 we assessed the impact generated on 4,059,696 people / Behaviour or attitude change: when the activity has helped people
through our corporate community investment programme, as make behavioural changes that can improve the person’s life. It can
compared with 3,283,404 people in 2022. also mean that the programme has challenged negative attitudes or
preconceptions, enabling them to make better choices.
To gauge the impact of these actions on their lives, we measure the
degree to which people are better off as a result (impact depth) and / Skills or personal effectiveness: meaning that the initiative has
what kind of changes they have experienced (type of impact). helped people to develop new or improve existing abilities to develop
academically, in the work place and socially.
Which degree of improvement have the people experienced?
/ Quality of life or well-being: meaning that the activity has helped
We use three mutually exclusive parameters to measure this: people to be healthier or happier, by improving their physical,
emotional or social well-being.
/ Connection: represents the number of people who have reported
some limited change as a result of their participation in the project.

/ Improvement: includes the people who have reported some

substantial improvement in their lives as a result of the project.

Impact on people

Depth of the impact

4,059,696
2023 7% 82% 11% direct beneficiaries

2022 12% 77% 11% 3,283,404

direct beneficiaries
Connection Improvement Transformation

Impact type

2023 31% 1% 96 %

2022 20% 1% 87%

Behaviour or attitude change Skills or personal effectiveness Quality of life or well-being

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7. Social 7.3. Communities

Impact on community-based organisations

In addition to the analysis of the impact on people, we also assess the
effects on the beneficiary non-profit organisations. In 2023, the
analysis covered a total of 275 entities (255 in 2022).

Impact on community-based organisations

Improved existing / delivered new services

2023 6% 2% 42% 51%

2022 6% 9% 38% 48%

Improved management processes

2023 12% 7% 63% 18%

2022 4% 32% 57% 7%

Reached more people or spent more time with clients

2023 8% 16% 53% 23%

2022 4% 39% 39% 17%

Taken on more staff or volunteers

2023 5% 44% 36% 15%

2022 12% 38% 16% 35%

Increased their profile

2023 45% 55%

2022 3% 19% 30% 48%

No difference Low impact Medium impact High impact

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7. Social 7.3. Communities

b) Company The surveys were based on three key indicators:

In addition to assessing the impact of the investment on people and / Job-related skills.
community organisations we also analyse the return on the investment / Personal impact.
for our employees and the Company itself. / Behaviour change.

Impact on employees
We measure the impact on our people by gauging the change they
experience following their involvement in corporate volunteering
initiatives. To do this, in 2023 we surveyed 225 employees in 18
countries, as compared with 181 employees in 16 countries in 2022.

Impact on employees

Job-related skills: improvements in core, job-related competencies such as communications, teamwork,

leadership skills, etc.

2023 1% 6% 22% 71%

2022 1% 14% 23% 62%

Personal impact: changes in areas like self-confidence, job satisfaction and pride in the company.

2023 1%1% 12% 86%

2022 2% 6% 9% 84%

Behaviour change: changes in behaviour such as increased volunteering or being more vocal advocate of the
company

2023 1%2% 12% 85%

2022 1% 3% 12% 84%

No difference Low impact Medium impact High impact

Inditex Group Annual Report 2023 Statement on Non-Financial Information 308

7. Social 7.3. Communities

Impact on our Company / Human resources benefits.

/ Improved stakeholder relations/perceptions.
In 2023 we analysed the impact on the Company itself of the 910
initiatives implemented, based on five parameters: / Business generated.
/ Other operational improvements
/ Uplift in brand awareness

Impact on our Company

Human resources benefits: improvements in the Company through increased commitment, recruitment or
performance, linked to the community initiative carried out.

2023 64% 14% 10% 12%

2022 61% 17% 10% 13%

Improved stakeholder relations/perceptions: improved perception by external stakeholders, based on the

community initiative carried out.

2023 15% 28% 57%

2022 1% 24% 31% 44%

Business generated: increased sales linked to cause-related marketing activities or new market opportunities.

2023 91% 7% 2%

2022 87% 6% 6% 1%

Other operational improvements: increased resilience in the supplier and/or distribution chain.

2023 40% 17% 12% 32%

2022 41% 35% 12% 12%

Uplift in brand awareness: improved brand awareness as a result of increased media coverage, for example.

2023 7% 22% 21% 50%

2022 6% 35% 22% 37%

No difference Low impact Medium impact High impact

Inditex Group Annual Report 2023 Statement on Non-Financial Information 309

7. Social 7.3. Communities

7.3.5. Key programmes Inditex Chair of Spanish Language and Culture at the University of
Dhaka (Bangladesh)

GRI 3-3; 203-2; 413-1; 413-2 With the collaboration of the universities of Santiago de Compostela
and A Coruña, this Chair has been promoting Spanish language and
Education culture and fostering academic exchange between Spain and
Bangladesh since 2011. High-performing Bangladeshi students have the
GO (Generating Opportunities: education and inclusion for a opportunity to take part in intensive Spanish courses in Spain. At the
sustainable world) same time, cultural activities open to Bangladeshi University students
GO is a cooperation programme in collaboration with Entreculturas are carried out to promote Spanish culture in Dhaka.
aimed at offering education and professional training to persons at risk
Collaboration programme with Tsinghua University
of exclusion. This is a new three-year programme, with 24 projects in 12
countries: Argentina, Brazil, Bolivia, Ecuador, Spain, Lebanon, Mexico, In 2019, Tsinghua University and Inditex set up the Sustainable
Paraguay, Peru, South Africa, Uruguay and Venezuela. 2023 was the Development Fund, aimed at supporting this Chinese institution in its
programme’s first year, in which it helped more than 59,536 direct efforts to promote research, dissemination and social support for
beneficiaries, in particular vulnerable girls and women. Through various Sustainable Development Practices. So far, the fund has sponsored 34
projects, we have contributed to bridging the education and digital projects linked to environmental protection and management, low-
divide, nurturing decent and sustainable livelihoods and protecting carbon cities and sustainable development, smart sustainability, ESG
victims of forced migration. Since 2001, Inditex’s social investment in corporate management/low-carbon transformation and sustainable
Entreculturas’ educational and community development projects has energy and green growth. Looking ahead to the future, with Inditex’s
exceeded 64 million euros and has directly benefited 1.5 million people. financial backing, the Fund will continue to support the innovative
research and practice of students and faculty at the University of
Inditex Chair of Refugees and Forced Migrants in the Comillas Tsinghua in connection with the environment and sustainable
Pontifical University development, to promote research, dissemination and social support
This chair was created in 2016 to further academic research into for Sustainable Development Practices.
migration, improve aid to migrants and refugees on the ground and
raise social awareness. It also conducts projects for the integration of The collaboration programme also involves research trips to A Coruña
refugees in European cities. for the university’s students to broaden their knowledge and experience
in fashion, logistics, environmental protection and sustainable
In 2023, we renewed our collaboration with the Comillas Pontifical development through Inditex and other companies. The collaboration
University for the period 2023-2025, with the aim of continuing to also envisages the professional development of academic staff and the
promote doctoral scholarships for researchers to study the reality of the promotion of cultural activities in the Tsinghua campus.
processes of incorporation, welcoming and, in particular, social
integration of refugees in Spain and Europe. The Chair also offers Collaboration programme with the Massachusetts Institute of
Technology (MIT)
students of the official Cooperation and Migration programmes at
Comillas Pontifical University professional internships at national and The collaboration with MIT in education and research is structured
international organisations working directly with refugees. around various action areas: creating Inditex chairs in areas such as
operational research and sustainability; research and enhancement of
TEMPE-APSA Chair of Disability and Employability at Miguel knowledge in fields such as artificial intelligence, machine learning or
Hernández University in Elche data science; and the development of research lines in areas such as
We helped to create this Chair in 2015 to nurture multi-disciplinary textile recycling or the creation of new fibres using sustainable
research and training in the field of disabilities. Legal experts, technologies.
economists and psychologists study the most suitable formulae for
increasing the employability of people with disabilities. Furthermore, the Collaboration programme with the University of A Coruña (UDC)
Diploma in Auxiliary Shop Tasks strengthens the skills and The following projects are executed under this programme: Inditex-
competencies of people with disabilities to access the labour market. UDC Sustainability Chair to promote a space for community reflection,
academic training and applied research on sustainability and social
innovation; InTalent Programme that enables scientists with extensive
international experience to conduct their innovation programmes at
UDC’s research centres; and InMotion Grant Programme to fund pre-
doctoral residencies abroad, enabling them to complete their PhDs
internationally.

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7. Social 7.3. Communities

In 2023, we reinforced our support for InMotion by renewing the Emergency relief
programme for the next five years. Since its launch in 2013, 274 students
from UDC PhD programmes have completed placements abroad Emergency programmes in the wake of the earthquakes in Türkiye
thanks to Inditex’s support. Their chosen destinations cover a total of 33 and Syria
countries, distributed over five continents, mainly Europe and America.
In response to the earthquakes that hit Türkiye and Syria in February
2023, Inditex launched an emergency relief programme aimed at
Employment and Training Programme in Spain
supporting those affected. This programme has resulted in the following
Inditex has been supporting the Caritas Employment Programme since lines of action:
2011, whose aim is to promote access to decent employment for
persons in a situation of vulnerability. This initiative, to which we have / Economic contribution: donation of 3 million euros from Inditex to the
contributed 18.3 million euros since the collaboration began, is Turkish Red Crescent to cover short-term basic needs.
structured around various lines of action: promotion of social economy
enterprises; support for self-employment; and the improvement of / In-kind contributions by Inditex to supply warm clothing to those
professional training. Thanks to this programme, extended in January affected: Inditex, with the support of its local suppliers, made available
2023 with a contribution of 5 million euros for the next three years, to the Red Crescent and AFAD/TIM (the Turkish Disaster and
10,594 people in or at risk of exclusion have improved their employability Emergency Management Authority, in collaboration with the exporters
and 4,332 people have found a job. association), more than 1 million warm garments and articles from
Zara Home.
FAD Juventud Programme
/ Medical aid: deployment of the Emergency Unit of Médecins Sans
In 2023, Inditex and the non-profit organization FAD Juventud started a Frontières, financed on a stable basis by Inditex, in Türkiye and Syria
three-year cooperation that materialises in the development of the to detect the medical needs arising from the catastrophe and thus
"GOESkills" and “Prevención a Medida” projects. These initiatives aim to deploy its resources to provide aid to the people affected.
provide quality employment for women in Spain, in professions with
future prospects in the field of technology, and to carry out awareness- / Support for supply chain workers: acquisition and deployment of 200
raising activities for young people on addiction prevention. As a result of temporary homes to house textile factory and supply chain workers
this collaboration, 1,700 people have participated in initial diagnoses on (and their families) whose homes were lost in the earthquake. This
addiction prevention or have improved their job search skills. initiative, implemented through an agreement with ITKIB (Istanbul
Textile and Apparel Exporter Associations), was rolled out in the
for&from industrial areas of Kahramanmaraş, Adıyaman, Malatya and Hatay.
for&from is a social/workplace integration programme for people with
disabilities that is based on launching retail establishments under the Earthquake Emergency Programme in Morocco:
image of the Inditex’s different brands. These stores are managed by In the aftermath of the Morocco earthquake in September, Inditex
non-profit organisations and staffed by people with disabilities. Inditex activated an emergency relief programme to address the urgent basic
makes an initial outlay to build the store and, from then on, the needs of the people affected by the quake. This programme has
community organisations manage a self-sustaining model through the resulted in the following lines of action:
sale of products from previous seasons. The proceeds go entirely to the
managing organisations to fund projects that help people with / Economic contribution: donation of 3 million euros to the Moroccan
disabilities. The programme currently has 16 stores, including the Red Crescent to cover short-term basic needs.
openings in 2023 of the first Zara Home for&from store in Portugal and
the new Tempe for&from store in Madrid, which have created job / In-kind contributions by Inditex to supply warm clothing to those
opportunities for more than 750 personas and 8 million euros in affected through the Association Elghaith.
economic benefits for the managing organizations.
/ Medical assistance: supply of healthcare in collaboration with the
Salta NGO Medicus Mundi, funded on a stable basis in Morocco by Inditex,
with the aim of providing medical care to victims, distributing hygiene
Salta is an employment integration programme of Inditex that offers
kits to women affected and giving those affected psychological
training and employment opportunities to people at risk or in a situation
support.
of social exclusion. The aim is to integrate vulnerable persons in the
teams of our stores, factories or logistics centres. More than 1,800
people have been trained and joined Inditex through Salta. The
programme currently operates in 16 markets: Germany, Brazil, South
Korea, Spain, the United States, France, Greece, India, Italy, Kazakhstan,
Mexico, Poland, Portugal, the United Kingdom, Romania and Türkiye.

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7. Social 7.3. Communities

Hurricane Otis Emergency Relief Programme in Mexico: Mexico City where specialised medical care is offered to migrants and
refugees.
In the wake of Hurricane Otis, which hit the Mexican coast in and
around Acapulco in October, Inditex launched an emergency relief UNHCR Programme
programme in collaboration with the Mexican Red Cross to meet the
basis needs of those affected. Specifically, under this programme, For the fourth year running, Inditex and UNHCR, the United Nations
activities included the distribution of basic grain packages to recover High Commissioner for Refugees, implemented their ambitious
part of the damaged crops; the supply of basic healthcare materials; the programme of in-kind donations to help clothe refugees and internally
supply of materials to guarantee adequate water storage by installing displaced people. Through this initiative, which is rolled out in
rainwater collection systems; and the renovation of some schools in the conjunction with various suppliers, Inditex supports UNHCR in its task of
path of the hurricane, with the aim of guaranteeing a safe return to the sheltering refugees who have been forced to abandon their homes and
classroom. all their possessions, and helping to restore their dignity. In 2023 more
than 1.2 million articles from our collections were donated to UNHCR to
MSF Programme help clothe refugees in Uganda and Greece, among other countries.
Humanitarian emergency assistance was also provided in response to
Médecins Sans Frontières (MSF) and Inditex have been working
the war in Ukraine. Additionally, in 2023 we welcomed Filippo Grandi,
together since 2008 in developing numerous medical-humanitarian
United Nations High Commissioner For Refugees, on an official visit to
response projects in various parts of the world. As a result of this
our offices to highlight our partnership and share the present and future
cooperation, to which Inditex has channelled 37 million euros over this
challenges facing refugees.
period, nine million people threatened by armed conflict, epidemics,
diseases or natural disasters have received medical care. Assistance to displaced people in South America
Supporting the MSF Emergency Unit Since 2009 we have been working with Entreculturas on a programme
to tackle the situation of people forced to flee in Colombia and on its
In 2011 we began collaborating with MSF with the aim of guaranteeing
borders (Panama, Ecuador and Venezuela), due to the armed conflict
an immediate response to medical-humanitarian crises anywhere in the
which over this period has caused the exodus of millions of Colombians
world. Since then we have helped provide assistance to more than
from the region. For this purpose we established a partnership with the
seven million vulnerable people without access to medical care in
Jesuit Refugee Service Latin America and the Caribbean (JRS LAC),
around 86 countries. In 2023, we funded the Barcelona-based
which has helped around 110,000 refugees or displaced persons,
Emergency Unit structure, which has been deployed in Sudan, Chad,
especially young people at risk of being linked to, used or forcibly
Ukraine and Palestine, among other regions, as well as part of the
recruited by armed groups, as well as refugees and displaced persons
regional emergency teams based in the Democratic Republic of Congo
with disabilities, ethnic minorities, black and indigenous communities
and the Central African Republic.
and women-headed households with children. In 2023, given the
Access to healthcare for the Rohingya community in Bangladesh humanitarian situation as a result of the current context in Venezuela,
the programme focused on assisting displaced persons in that country,
In response to the medical and humanitarian needs of the Rohingya as well as in Colombia, Ecuador and Brazil.
community in Bangladesh, Inditex has been supporting Médecins Sans
Frontières’ projects there since 2017. Hundreds of thousands of people A Flote
have been helped through this cooperation, especially women and
The Emalcsa Foundation, A Coruña City Council and Inditex have been
children under five. In particular, thanks to the support in 2023, MSF
working together since 2017 in the A Flote social integration and social
teams have carried out, among other activities, outpatient clinics
benefits programme in the proximity of Inditex’s main headquarters. In
(paediatrics, gynaecology, obstetrics, mental health), paediatric
2023, 372 emergency social benefits were handled, 277 requested by
emergencies, paediatric hospitalisation, nutrition and paediatric
women and 95 by men. These emergency benefits were used mainly
intensive care. Furthermore, drinking water and sanitation infrastructure
for help with housing, school meals and sheltering aid for Ukrainian
management for refugee camps was improved.
refugees. In addition, a welcome service for Ukrainian refugees
Access to healthcare for the migrant population crossing Mexico (translation, counselling, employment support, etc.) was set up, helping
dozens of families. Renewal of the agreement for the 2023-2025 period
Inditex supports MSF in humanitarian relief projects to assist people enabled us to tackle new integration and support actions to address
from Central America attempting to cross Mexico to gain entry into the vulnerability, aimed mainly at young people with significant difficulties in
United States. Specifically, in 2023 and thanks to Inditex’s support, finding employment, and to provide social support and emotional tools
Médecins Sans Frontières is present in several hostels and stopover with a community approach to young people and adolescents engaged
points for migrants along the way, offering basic medical and in mild or moderate self-harming.
psychological care. Furthermore, MSF has mobile clinics that go to the
areas most frequented by migrants where, in addition to medical and
psychological care, they also distribute hygiene products, water and
blankets. The organisation also has a Comprehensive Care Centre in

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7. Social 7.3. Communities

Every Mother Counts Programme Environment

This programme supplies prenatal and maternity care to pregnant
Moda Re-
women in Bangladesh and the United States. The support of Inditex has
enabled Every Mother Counts to partner with the HOPE Foundation for Moda Re- is a programme run by Caritas and promoted by Inditex
Women and Children in the south-eastern Bangladeshi district of Cox’s dedicated to collecting used textiles in order to recover and reuse them
Bazar. In the United States, it has also provided access to prenatal and through a sustainable business model based on the circular economy.
post-partum care for thousands of low-income women at risk of social Its purpose is to generate employment for vulnerable people through
exclusion and their babies. In 2023, we renewed our collaboration with the collection, recycling, and reuse of used garments. Thanks to
Every Mother Counts for the 2023-2025 period, with the aim of further Inditex’s support for this initiative, 2.6 million articles have been donated
developing maternal and paediatric health activities in various parts of to vulnerable people; 3,520 sensor-equipped clothing collection
the world. containers of used garments have been installed in Spain, more than
121,000 tonnes of clothing have been collected, and 108 second-hand
Medicus Mundi Programme clothing stores have been opened or refurbished. The programme
Medicus Mundi and Inditex have been working together in Morocco currently generates more than 1,400 jobs, 700 of them the result of
since 2015 to improve the well-being of garment workers in the Tangier- insertion initiatives. Likewise, the initiative has become a benchmark in
Fes-Guercif-Taza and Casablanca-Settat regions. The new phase of the process of dignifying the free delivery of clothes to those most in
collaboration between Medicus Mundi and Inditex, which began in need, based on donations made through the 142 solidarity stores that
2022, is making strides in the implementation of measures to prevent currently make up the Moda Re- network. In January 2023, Inditex
harassment, as well as to continue promoting health and occupational renewed its support for this programme on the basis of a contribution of
risk prevention among female workers in the industry, improving the 3.5 million euros in the 2023-2025 period.
socio-occupational integration of vulnerable groups and supporting the
Water.org programme
local public healthcare system. In September 2023, the programme
also carried out various activities to help victims of the earthquake that We have been working with Water.org since 2015 to improve access to
hit the Marrakesh region, providing health and psychological care and drinking water and sanitation for vulnerable families through microloans
strengthening the capacity for intervention of civilian society in the in countries such as Bangladesh, Cambodia or India. Thereby, people
affected areas. on low incomes are provided with access to affordable loans to cover
their water and sanitation needs. In 2023, from the contribution made
by Inditex and the additional capital mobilised by local financial
institutions, 305,000 loans were granted. As a result, more than 1 million
people have improved their access to water and sanitation in 2023.

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7. Social 7.3. Communities

#BRINGYOUROWNBAG (#TRAETUBOLSA)
In 2021, Inditex began promoting the use of reusable bags at its Agreement on fire prevention in Galicia
stores to reduce the consumption of raw materials, water and Inditex was the first company to join the new public-private fund
energy associated with bags and envelopes offered to to mitigate the risk of forest fires, set up by the Galicia Regional
customers for their purchases. To encourage customers to bring
Government in 2023. This project, aimed at intervening in the
their own bags, Inditex also started charging for the bags and
areas most affected by wildfires in Galicia (Spain), will work on
envelopes it provides, a measure that was extended in 2023 to
most of the markets where it operates. the restoration of affected areas, but mainly on prevention,
including the creation of fire breaks in the vegetation and tree
The proceeds from this initiative, from which Inditex does not mass, preventive forestry management and species
obtain any profit, were used to support projects in 21 countries diversification, while also promoting sustainable farming and
aimed at protecting and restoring ecosystems, saving natural forestry activities to support the local population.
resources and fostering regenerative practices.

Sustainable Forestry and Demonstration Forests

WWF Programme
In 2023, forest restoration and demonstration forest activities,
By means of the collaboration with WWF, with which Inditex also which we started in 2018 with the one in Pico Sacro, extended to
carries out transformational work focusing on the impacts of its two new forests in Galicia (Spain), together with the Galician
activity and of the fashion industry, we have financed projects for Forestry Association, and two in Portugal, alongside Forestis.
the protection and restoration of forest and fresh water
These projects employ forestry management models aimed at
ecosystemsin different countries in North Africa, Europe, Asia
improving the resilience and sustainability of these forest
and Latin America. These interventions take the form of actions
such as the recovery of native species and removal of invasive ecosystems, through the use of native species, supporting
species; the promotion of sustainable management, research and dissemination of best practices in this regard.
environmental education and training; and the involvement of
local communities. Fostering regenerative practices in the fashion industry
In 2023 we gave renewed impetus to our commitment to
Water & Climate Fund by Water.org regenerative practices through our membership of Conservation
We continue to support Water.org’s Water & Climate Fund, International's Regenerative Fund for Nature, focused on the
aimed at developing projects to improve water and sanitation transition to regenerative practices, for the benefit of biodiversity
infrastructure globally, boosting efficiency and savings, and and communities, in production areas connected to materials
enhancing local communities’ access to clean water. With used in the fashion world. In 2023, this support was channelled
Inditex’s support for this fund, in 2023 Water.org carried out to cotton projects in India and Pakistan, and a project to
climate-friendly interventions in Brazil, Indonesia, the Philippines, promote regenerative cattle grazing in Argentina. We also
Kenya, Mexico, India and Malawi. continued our collaboration with Action for Social Advancement
(ASA), the Laudes Foundation, IDH - The Sustainable Trade
Initiative and WWF India, to promote regenerative agriculture,
ecosystem restoration and community well-being in a 300,000
hectare area in the Indian states of Madhya Pradesh and
Odisha.

Other issues addressed Likewise, Inditex makes charitable gifts at corporate level and from the
Group brands and subsidiaries to help further the general aims of non-
In addition to the programmes described above, in 2023 we allocated profit organisations. We earmarked 2.39 million euros in 2023 for
21% of our corporate community investment to initiatives linked to social charitable gifts in connection with requests from non-profit organisations,
welfare, environment, social and economic development, healthcare, art which were distributed among more than 150 entities.
and culture.

Likewise, in 2023 we have continued to support research institutions

such as Fundación Pro CNIC, Real Instituto Elcano and Fundación
Carolina, among others. Inditex’s links to art and culture are embodied
by collaborations with institutions such as the Royal Spanish Academy,
Reina Sofía National Museum of Art and the Royal Theatre opera house,
among others.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 314

7. Social 7.4. Our customers

7.4. Our customers

Material topic: Transparency and quality of the information; Health, safety and well-being

7.4.1. A unique and integrated model

GRI 3-3; 417-1

Customer relations and the continuous improvement of their the brand at any time and from any device, as well as increasing the
experience at our stores and online platforms are among the pillars of availability of collections and products. At the same time, the
the Inditex model. This contact before, during and after sales is unique technologies that stores place at the service of customers adapt to the
and integrated through different channels. specific characteristics and needs of each brand.

In this relationship, demand for fashion with a responsible approach is Stand-out examples of this paradigm are the new store concepts
subject to the same premises, namely omnichannel and integration of implemented by Inditex brands throughout the year in new openings,
physical and online points of sale, at all the Group’s brands. Accordingly, refurbishments and expansions worldwide: from Zara, with its boutique
providing a response that matches customers’ requirements at the right spaces, self-checkout cash registers and smart terminals for online
time and place constitutes what we consider to be a differential orders and returns; to Massimo Dutti, with its Style Advisor personalised
shopping experience. shopping experience and Shop&Go, for payment from anywhere inside
the store; including Bershka’s virtual fitting rooms using augmented
More than 700 designers work side by side with the sales and product reality and the possibility of creating personalised content for social
teams to identify trends, analysing on a daily basis the qualitative and media, among numerous other examples. With its experiential
quantitative information gleaned from our stores and online channels. technology component, Inditex brands’ stores and online platform is
aimed at fostering contact with fashion in an innovative and welcoming
The conceptualisation and development of the collections for each of environment that boosts the availability of collections and makes for a
the brands, as well as their distribution to the point of sale, is an agile more direct relationship with customers when, how and wherever they
process based on decisions reached by consensus. This is also helped choose.
by a policy of integration at every stage of our value chain —design,
manufacturing, logistics and distribution, stores/online, use and end of Providing a response that matches customers’ requirements at the right
life— and their proper and accurate operation. time and place constitutes what we consider to be a differential
shopping experience.
The final step in this creative flow prior to contact with customers is the
creative production of these collections at the point of sale -both in At the same time, our integrated and global platform of physical and
stores and online-. It is here, with the aim of maximising the possibilities online stores allows our collections to reach more than 210 markets.
of our collections, that the image and coordination teams come into This capacity makes us mindful of the impact and notoriety of our
play, proposing the garments’ styling and defining their creative products and the image they convey. It also encourages us to ensure
production in a choral process involving stylists, models, photographers that the image of the models and campaigns we produce convey a
and audiovisual producers. diverse, multicultural and positive reality that celebrates the product by
presenting it in a detailed way that is true to its properties and qualities.
The other facet of the creative production of our collections is the
design and development of the store concept and its tailoring to the
specific characteristics of the various building and retail premises where
they are located.

This approach responds to a common premise of continuous

improvement of retail spaces encompassing unique, innovative and
accessible stores, in which technology allows customers to interact with

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7. Social 7.4. Our customers

In this regard, our brands’ websites are the other major setting—along stores. In addition, projects like Changemakers and Diversity
with the stores—for the creative production of our collections. In 2023, Champions, or the for&from network of community stores managed by
the Inditex website received more than 6,500 million visits, implying an people with disabilities, are aimed at achieving a positive impact for our
average of 18 million visits a day to our online stores and accumulated people and our customers alike.
more than 250 million followers on social networks.

Our commitment to customers is not confined to the sales transaction i More information in section 7.1. Our people of this Report.
and any derivative requirements, but rather extends to spheres such as
diversity, sustainability and transparency. Consequently, content
regarding our projects and progress in environmental and social
sustainability has its own dedicated space and prominence in our online

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7. Social 7.4. Our customers

7.4.2. Response to our customers In 2023, the quality of customer services at five Inditex brands
(Pull&Bear, Massimo Dutti, Bershka, Oysho and Zara Home) obtained
certification to ISO 18295:2 international standard. This certification
GRI 3-3; 417-1
underpins the customer service strategy throughout their shopping
Inditex has a relationship with customers from more than 210 markets experience and interaction with each brand, the operations and
worldwide. Thanks to the multiple options for contact offered by our protocols for customer service through the various contact channels, as
physical and online stores, we endeavour to make this relationship well as the standards of service quality and satisfaction of our
close, seamless, effective and safe. Accordingly, our customer services customers.
teams receive continuous training on product knowledge, their
sustainability features, store processes, customer orientation and 7.4.2.1. Big Store: customer service from the store
respect for diversity and inclusion, among other aspects. Furthermore, The continuous improvement of our customer relations from an
customer services are provided in the languages of the markets in innovation standpoint led Inditex to launch Big Store, a project that
which we have a retail presence. harnesses our store teams’ experience and know-how for use in digital
tasks relating to the business.
Accessibility is another premise of Inditex in our relationship with the
customer. Hence, stores meet architectural accessibility standards to The store teams taking part in Big Store are trained in the digital version
enable people with disabilities to access and move around the stores of their in-store functions and they develop them over the course of
and to ensure they have a satisfactory shopping experience. In the their working day. Thus, sales assistants take part in managing the
digital environment, our websites are compliant with the General customer service channels (calls, chats, WhatsApp, social media and e-
Accessible Design Principles established by the Web Accessibility mails) during their working hours dedicated to Big Store, using their
Initiative (WAI), a part of the World Wide Web Consortium (W3C). In know-how and experience from in-person customer service for the
addition, thanks to the project in conjunction with EqualWeb, their home purpose of these digital tasks. This way of working, which also fosters
pages feature digital accessibility menus with voice, browsing, colour our teams’ professional development, makes for a more efficient
and content settings to ensure a more inclusive customer experience. management of customer services and relations.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 317

7. Social 7.4. Our customers

7.4.3. Customer service channels: contacts

and service level
GRI 2-4; 2-27; 3-3; 403-7; 416-1; 416-2; 417-1

In 2023 the customer service areas of the Group's brands fielded a total
of 45,443,721 customer contacts (calls, e-mails, WhatsApp
conversations and messages via social media profiles), concerning
questions on products, the purchasing process, shipments, incidents or
current issues affecting the brands, among other matters. In this regard,
the progression of online sales has shifted the weight of customer
contacts according to the purchase channel, so that enquiries about
order status, delivery times or the online operation itself make up a very
significant part of the total.

Service level (meaning the percentage of contacts resolved over the

total and weighted in accordance with the contacts of each brand) was
98% in 2023.

Response to our customers

(1)
2023 2022
No. of services No. of services
No. of contacts Service Level No. of contacts Service Level
fulfilled fulfilled

33,880,077 98% 33,226,717 30,912,182 98% 30,255,700

2,125,901 98% 2,080,181 2,210,179 98% 2,172,645

2,017,911 96% 1,938,711 2,009,604 98% 1,960,396

2,609,950 99% 2,591,799 3,085,342 99% 3,049,565

2,486,545 94% 2,341,947 2,577,340 98% 2,520,885

2,432,427 98% 2,384,001 2,280,492 97% 2,223,326

893,573 99% 880,365 842,844 99% 833,635

TOTAL 46,446,384 98% 45,443,721 39,768,580 98% 38,866,749

(1) Zara's data on contacts, services fulfilled and level of service reported in 2022 have been restated to take into account the improvement in the quality of the
information reported. The modification also affects the Inditex Group's global data on contacts, level of service and services attended.

7.4.3.1. Type of cases handled: pre-purchase, post- prior to the purchase); post-purchase (related to an order or purchase
purchase, customer service and complaints at the store); customer service (regarding contact channels, web and
app); and complaints and claims.
mechanisms
In the relationship with the customer before, during and after the In 2023, our brands handled 38 million cases through Customer
transaction takes place, our teams field a wide range of queries related Services in all the markets where we have a commercial presence (29
to our products, the purchase process or possible incidents that may million in 2022). This data also includes the complaint forms and claims
occur. In this process, each brand independently sorts the reasons for processed in Spain through the official consumer complaint and
customer contacts, according to their specific needs, although these response mechanisms.
reasons may be grouped into four broad areas: pre-purchase (issues

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7. Social 7.4. Our customers

65
In 2023 a total of 5,840 cases were processed (6,289 claims handled
in Spain in 2022). The main reason for these complaint forms is related
to product returns and exchanges, and store and online sales.

Type of cases handled 2023 2022

Pre-purchase (product availability, special
collections, customisation, purchasing
19.5% 22.7%
process, checkout and sustainability,
among others)
Post-purchase (order status, shipments,
delivery times, changes and returns, gift 76.4% 72.3%
cards, among others)
Customer Service (customer account,
web/app, channels, social networks, 4.1% 4.8%
among others)
Complaints (includes any customer
0.02% 0.2%
feedback, as well as formal complaints)

7.4.3.2. Health and safety claims

The health and safety of our products is paramount to Inditex.
Accordingly, we have standards, training plans and prevention and
control programmes devised to ensure that our products comply with
the strictest requirements and guidelines in all the markets where we
operate.

Our product health and safety teams are fully coordinated with
customer service teams, store staff and any other area of the Company
where information about incidents and/or complaints may be received.
At the same time, any notification from our customers, from community
organisations or supervisory bodies is forwarded to our technical
experts for evaluation and follow-up. If there are signs that a product
may be unsafe for consumers, it is withdrawn from the market,
customers are notified through the relevant channels and all units sold
are recalled, according to our internal procedure.
66
In 2023, one product was recalled for health and safety reasons. When
this happens, we also launch programmes to identify the root cause of
the incident and prevent it from recurring. In the previous year there
were a total of two product recalls.

i More information in section 6.4.3. Health and safety of products of this

Report.

65
Thanks to the digitalisation project, complaints form data will be reported from 2023 on a financial year basis.
66
During 2023 there were no breaches of regulations or voluntary codes related to the health and safety of our products that give rise to fines or penalties.

Inditex Group Annual Report 2023 Statement on Non-Financial Information 319