2018 Registration document and annual fi nancial report - BNP PARIBAS 547

7 A COMMITTED BANK: INFORMATION CONCERNING THE ECONOMIC, SOCIAL,

CIVIC AND ENVIRONMENTAL RESPONSIBILITY OF BNP PARIBAS

7

Our civic responsibility: being a positive agent for change

BNP Paribas, mindful of the social impact of its partners, is one of the few players to support microfi nance in developed countries, such as France, Belgium, Italy, Luxembourg and the United States, as well as in emerging countries. For more than 25 years, the Group has been a partner of Adie (Association pour le Droit à l'Initiative Économique) in France, i t has been supporting PerMicro in Italy for 10 years, and co-created microStart in Belgium and Microlux in Luxembourg, both of which are the fi rst MFIs in their countries.

The year 2018 saw:

■ The strengthening of impact measurement: in Italy, Politecnico di Milano conducted an impact study in December 2018 on Permicro, the leading Italian MFI, in which the Group holds a 20% stake and is the largest fi nancier. This study showed that PerMicro fi nanced entrepreneurs under 35 years old increased their annual income by EUR 3,200, and 43% of them were lifted out of poverty. In Ivory Coast, the impact study conducted on Advans CI, one of the Bank's MFI client, revealed that after their fi rst micro-loan, 59% of its customers saw their incomes increase by 34% per year and that 88% reported an improvement in their quality of life;

■ The involvement of the Group s Leaders for Tomorrow in MFI technical assistance programmes: to raise their awareness regarding microfi nance, some 40 of them carried out assignments in 15 countries such as South Africa, India, China and Morocco.

PROVIDING ASSISTANCE TO VULNERABLE CUSTOMERS BNP Paribas takes particular care in disadvantaged customers, whether due to a disability or to their fi nancial situations, and ensures their access to banking services. As such, the Group subsidiary Nickel has become the leading Fintech start-up for Good . W ith 1.142 million accounts opened at the end of 2018 , Nickel offers an account for everyone, from the age of 12, without conditions or any minimum income requirements, and provides a fresh start to those prohibited from banking. 52% of Nickel s customers are below the poverty line and 75% have an income lower than the minimum wage.

Customers with disabilities

The Bank has set up systems throughout dedicated to customers with disabilities or reduced mobility. From July 2018 in France, before it became a legal obligation for all insurers, BNP Paribas Cardif launched a new service: Acceo, which enables customers who are deaf or partially deaf to access relationship centres autonomously and receive the information they need to monitor their savings plans, borrower s insurance or individual retirement cover. If required, a sign language interpreter can guide customers using video-conferencing through a route adapted to their needs.

In some countries, BNP Paribas Cardif has also identifi ed elderly or disabled people reporting claims and arranged home visits to help them complete documents and process their claims. In Belgium, BNP Paribas

Fortis further improved the accessibility of its premises. A t end-2018, 30% of its branches were accessible to people with reduced mobility. In the IRB network, several initiatives are being developed, as for example, in Senegal, BICIS has signed a partnership with Humanité et Inclusion (HI). In this context, accessibility diagnostics are carried out for every new branch opening or renovation. BICIS also initiated the Diversity Charter, signed by the major companies in Senegal.

Customers experiencing fi nancial diffi culties and access to credit facilities

The Group is, on one hand, committed to developing responsible credit and promoting access to loans for as many people as possible, and on the other hand preventing over-indebtedness.

French Retail Banking has implemented several prevention and support mechanisms for its customers experiencing diffi cult situations. Throughout the year, 300 advisors specialised in budget solutions help customers in financial distress. Furthermore, the Centres in which these advisors are based obtained the Human for Client INRC label in December 2018. This label, assessed by AFNOR Certifi cation and issued by a joint committee comprising trade union and employer organization representatives, value customer relationships carried out on a one by one basis or online.

BNP Paribas Personal Finance aims at having a system to detect and support customers in difficulty by 2020 in every country in which it operates.

In 2018, 23 countries have a specifi c score and operational system for fragile customers. Solutions to fi ght over-indebtedness have effectively been in place for nearly 10,000 customers in difficulty. Numerous initiatives have been launched by BNP Paribas Personal Finance to promote access to credit for young people, people with precarious employment and senior citizens. It also offers car deals to students in Mexico and to young people on short-term contracts in France, as well as specifi c products for migrants in Italy and for young entrepreneurs in the United Kingdom .

Supporting innovative entrepreneurship and fi nancial education programs for the youth

Financial education has demonstrated its effectiveness in combating excessive indebtedness and encouraging economic growth. Most Group entities deploy training programs in several countries. In 2018, these included Responsible Budget training initiated by BNP Paribas Personal Finance: a digital platform that shows teachers, young students and their families how to manage their budgets by way of serious games Moreover, the French Retail Banking run in collaboration with the Fédération Bancaire Française (French Banking Federation), the game entitled J invite un banquier dans ma classe (I invite a banker to visit my class). This was hosted by BNP Paribas employees during 185 sessions in schools. This game raised awareness of how to manage a budget of pupils in junior school, aged 9 to 10.