The New Year offers the perfect opportunity to reflect. This concise document highlights new products, technological investments and other accomplishments delivered by the UK Computershare Registry team in the last twelve months.

1. 2012: OUR YEAR IN REVIEW

2. INTRODUCTION
CONSISTENT
DELIVERY The primary objective of this review is to share
with you the new products, technological
Percentage of favourable responses from clients in the Capital Analytics survey 2012
Overall investments and other accomplishments that
satisfaction: we’ve delivered to our clients in the last year.
90%
client rating We’re also taking the opportunity to review how far we’ve progressed
since 2007 in light of being voted No. 1 registrar in the independent Capital
Service to Analytics survey for the fifth year running.
shareholders:
We were a very different registry provider five years ago and had a lot of
93% improvements to make. We’ve come a long way since then and I strongly
believe our efforts in recent years, in terms of product innovation and
satisfied service delivery, mean we are truly the UK’s best registrar.
We deliver you excellent service and innovation because of the investments
Account we make in our people, as well as our systems and processes. Effective
Management: succession planning is key to maintaining high service levels, and
a great example of this was the appointment of Steve Banfield
97% to the Client Relationship Director post in May. Steve has
been with Computershare for 13 years, most recently running
satisfied the Depository Interest team and has valuable skills and
experience in the operational, client services and product
development areas of the registry business.
Throughout this brochure you’ll get to ‘meet’ some of our
team – some faces will be familiar, others are usually found
behind the scenes – but we all share a passion for delivering
excellent service to you and your shareholders.
Thank you for partnering with Computershare in 2012. If
you have any questions or comments, please email me at
matt.trevett@computershare.co.uk.
Kind regards
Matt Trevett
Director
Computershare Investor Services

3. INVESTMENT IN TECHNOLOGY
AND PRODUCTS
Our technology underpins everything we do for our clients. Computershare consistently invests more in
technology on a global basis, demonstrating our commitment to creating industry leading products and services.
TECHNOLOGY SPEND AS A PERCENTAGE OF SALES REVENUE
15%
Technology Spend as % Sales Revenue
10%
10.0%
10.3%
10.7%
11.5%
10.1%
11.8%
9.9%
9.5%
5%
1.5%
1st 2008
Half 2nd Half 2009
1st Half 2nd Half 2010 1st Half 2nd Half 2011 1st Half 2012
2nd Half
2009 2010 2011 2012
Spend on Technology each year
Below are some of the new products and service enhancements introduced to you and your shareholders
in 2012.
Intermediary Online
Intermediaries (such as global custodians, nominees and non-broker participants) had told us that one
of their major challenges was the lack of transparency and control of information on the share register.
This created inefficiencies, including time wasted in searching for information and duplicated instructions,
causing intermediaries unnecessary cost.
To meet this challenge we developed and launched Intermediary Online (IMO) in the autumn of 2012; the
industry’s only secure online platform that facilitates interaction between major shareholders and the register.
IMO gives intermediaries real time access to search and view their holdings and associated documentation,
gain information about shareholder meetings and dividend details; providing a powerful tool for your largest
and most influential shareholders. The service has received great acclaim from intermediaries in Australia
where it has been operational since 2009.
WITH INTERMEDIARY ONLINE WITHOUT INTERMEDIARY ONLINE
Day 1 Day 1 Day 3 +
2 +
Dividend paid Dividen Day Dividend tax voucher
and tax voucher paid an d payment delivered to the
d div tax n
available via vouche idend tax end i intermediary’s
Intermediary Online r poste Divid arrives ’s
d er ary department
ch di
vou terme
in m
the mailroo

4. INVESTMENT IN TECHNOLOGY
AND PRODUCTS
CHAPs service eProxy Mobile
In October 2012, Computershare was the first registrar to introduce proxy
In March, the Bank of lodging via smartphone, tablet or other mobile devices. An extension to the
England changed the already popular eProxy service, eProxy Mobile is available to you as part of
amounts that can be your Meeting Services package. Providing voting facilities via the gadgets
paid via BACS. Thanks people use in their everyday lives is another way to encourage shareholder
to our forward-looking participation and helps to fulfil your corporate governance objectives.
compliance reviews,
we were ready for
this change and IML Connector
developed payments All Computershare clients
through the CHAPs can benefit from the leading
banking system wireless voting handset
to enable single as part of their Meetings
Services package. Connector
dividend payments is an exciting new product
of over £20 million with a range of new features
to be processed to make running your
electronically. This meeting easier. These include
eliminates the a full QWERTY keyboard
and full colour display as
inherent risks and well as a built-in microphone
delays associated with and speaker; potentially
issuing large amounts eliminating the need for
via cheques and a ‘roving microphone’ for
positions our service shareholder questions, and
in the event that increasing the opportunity for
interaction with shareholders
further changes are through text questions.
made in relation to
BACS value limits.
Dividend document history
In response to shareholder feedback, since November 2012, in addition
to consolidated tax vouchers being available in the MyDocuments area of
Investor Centre, we have been uploading more documents, including standard
mandated dividend tax vouchers, as well as SCRIP account statements
and DRIP purchase advices. Documents are available within
this area for a full seven year period. This gives your
shareholders the ability to retrieve past documents and
provide them with a better view of the history of their
shareholdings as well as tax information going forward.
“My client, Vodafone, used the
Connector handsets in July so I’ve
seen firsthand how these handsets
have made AGM participation more
interactive than ever before.”
Katrina Hagart, Relationship Manager
L - Ben Vickery - Product Manager, Meeting Services
R - Katrina Hagart - Relationship Manager

5. LOOKING FORWARD:
TECHNOLOGY AND PRODUCTS
Our Product Development team are working on many exciting initiatives
in the coming twelve months. Here are just a few examples of what
Computershare clients can expect in 2013 and beyond.
ISS Alerts
As the 2012 AGM season highlighted, the recommendations of proxy
advisors such as ISS are becoming increasingly influential.
Virtual Agent
Our ground-breaking ISS Alerts service will be available this Spring to help
you plan for and proactively respond to any adverse recommendations Already a great
made. The new alert service will email a client when ISS recommends success in our
abstention or voting against one of your resolutions in the run up to your Australian business,
AGM. This will help to ensure you’re as prepared as possible for managing Virtual Agent is a
the outcome of your resolutions at your AGM. 24/7 online self-
help tool which
The alert service has been designed by Georgeson, a Computershare
company, who can also assist you in understanding the exact impact of the
allows shareholders
recommendations on shareholder votes and work with you to minimise the to type questions
risk of opposition or defeat. and immediately be
provided the most
relevant response
Investor Centre 2 from a frequently
The launch of the next generation of Investor Centre, with improved updated database
navigation, modern look and feel and compatibility with mobile devices, will of common queries.
offer your shareholders a much improved experience. Investor Centre 2 We are exploring the
has already been successfully rolled out in North America and shareholder introduction of Virtual
feedback has been very positive. This is slated for launch in the autumn of Agent technology to
2013 and we will keep you updated during the course of the year. Investor Centre.
“As the 2012 ‘Shareholder Spring’
proved, the role of proxy advisors is an
ever growing and ever more important
consideration. ISS Alerts will help our
clients to be forewarned and forearmed.”
Steve Banfield, Client Relationship Director
L - Steve Banfield - Client Relationship Director
R - Colin Clark - Client Relationship Director

6. COMPUTERSHARE MILESTONES 2008-2012
We’ve come a long way since being voted No. 1 registrar in the Capital
Analytics survey for the first time back in 2008. Here we take a look at the
key products and services introduced, as well as the milestones achieved
that has helped to ensure we have provided you with the best possible
service over the past five years.
Shareholder Strategy
Aligning the objectives of clients with targeted
programmes to deliver tangible outcomes.
The introduction of the concept of “the ideal
shareholder”.
Amongst other objectives, Shareholder
Strategy initiatives delivered significant cost
savings to clients through the collation of
email addresses, bank mandates, or overall
Companies Act 2006 reductions in the size of a register.
Following on from
Computershare’s involvement in
shaping the Companies Act 2006,
a range of new systems 20
were developed to facilitate
new issuer obligations. 2009
2008
2007
InVision
Making cheques a
Introduction of market-leading
software which supports the thing of the past
Contact Centre to enable more
Vodafone issued their first
The Academy and accurate forecasting of call
mandatory direct credit
volumes, allocate resources
Gold ‘TAP’ status accordingly and provide greater dividend. Following shareholder
consistency of service. engagement campaigns, over
The Academy was introduced, 170,000 additional shareholders
providing intensive training to new had lodged bank details and over
recruits contributing to improving 99% of Vodafone’s shares were
shareholder satisfaction by mandated. eCommunications
33%. Attainment of The Training sign-ups rose from 33,000 to
Foundation’s Trainer Assessment over 100,000.
Programme (TAP) Gold standard,
through our consistent and
professional training programmes,
an accreditation Computershare
still holds today.

7. Standard Chartered electronic ShareGift
Rights Issue Computershare is a long-time
partner of ShareGift, a charity
As a result of a successful Shareholder Strategy which allows investors to donate
campaign, Standard Chartered were able to execute the unwanted shares to charitable
first rights issue in the UK where certificated ordinary causes. By 2012, the charity
shareholders could purchase their rights over a secure had raised over £1 million from
internet site using a debit card and elect a cashless investors donating shares
take-up or sale of their nil-paid rights without having to registered by Computershare.
return their Provisional Allotment
Letter. This meant Standard
Chartered’s many overseas
shareholders were able to meet 2013
the tight deadline by viewing the
prospectus and applying online.
2012
2011
CSD Regulation
Extensive client engagement
on the possible implications
of the regulations governing
010 Central Securities Depositories.
Computershare engaged directly
with UK, Irish and European
central policies makers to ensure
issuer’s views are represented at
the highest levels.
Investors in People Largest UK IPO
Computershare Operations Computershare delivered the
achieved Investors in People largest IPO in UK history for
accreditation, proving our Glencore, with the company
commitment to best practice and entering the FTSE 100
the development of our people. immediately without waiting
for consideration in the
league tables.
L - Rich Arberry - Operations Director
C - Charlie Hodge - Senior Project Manager
R - Ben Carpanini - Business Development Manager

8. TAKING CARE OF YOUR SHAREHOLDERS
We believe our Bristol-based Contact Centre team are amongst the best in any industry. The proactive
approach from our Operations team means our clients and their shareholders have seen significant
enhancements in the last five years as well as some exciting developments in the last year.
SERVICE DELIVERY IMPROVEMENTS
2008 2012 Difference Improvement
Handling of shareholder complaints 65% 93% 28% 43%
Call centre knowledge about company 46% 86% 40% 87%
Overall services to shareholders 60% 93% 33% 55%
Percentage of favourable responses from registry clients of Computershare Investor Services PLC
Source: Capital Analytics survey of registrars of FTSE 350 Companies conducted 2008-2012.
Bereavement process improvements
The passing of a shareholder needs to be handled with tact, sensitivity and understanding. Following feedback,
our dedicated Bereavement team redesigned the pack of information that relatives or estate executors receive.
The content was streamlined and forms were redesigned to be intuitive and easy to complete.
Since 2008, we have worked hard to minimise the number of times a relative or executor needs to contact
us, with this figure falling by 44% in the last five years. Our expectation is that in 2013, the need for repeated
contact will further reduce by over 25%.
We also continue to develop specialist tools such as InSearch, the bespoke broker register search service which
allows legal professionals to locate deceased shareholder details online 24/7.
Learning from complaints
We have always taken the management of complaints incredibly seriously. In
2012 we appointed Vicky Holloway, who, after 12 years with the Bank of Ireland,
had extensive experience of managing a regulated complaints operation. This
allowed us to take a fresh look at our approach to complaints handling and take
our procedures to the next level.
Shareholders benefit from a robust complaints handling procedure,
integrated with Root Cause Analysis, ensuring that we respond and
resolve swiftly. In the last six months, the financial services complaints
arbitrator has agreed with decisions reached in 90% of complaints
processed by Computershare, in contrast to an industry average of
42%. This demonstrates that the vast majority of complaints
processed are done so in a fair and consistent manner.
Our long term commitment to excellence in complaints
handling is certainly paying off. Since 2008, the
number of ‘justified’ complaints received per
1,000 interactions has reduced by over 77%.
“It’s great to see evidence in the 2012
Capital Analytics survey of our hard work
paying off with a 14% increase in clients
satisfaction of complaints handling.”
Vicky Holloway, Head of Written Communications
L - Vicky Holloway - Head of Written Communications
C - Abdi Muse - Customer Services Representative
R - Dave Creber - Senior Relationship Manager

9. TAKING CARE OF YOUR SHAREHOLDERS
Education in the age of YouTube Staff
Online video is now an important tool in shareholder communication and retention
we launched our suite of self-help videos to support the use of our clients’
employee share plan services in late 2011 and Investor Centre in 2012. The Shareholders
videos on our YouTube channel have now had over 77,000 views and we
plan to extend this offering to more of our online registry products and
are reassured
services in the future. by experienced,
confident and
knowledgeable staff.
Social media: the shareholder experience Our Correspondence
Computershare monitors social media sites such as Facebook and Twitter team have an
for ‘mentions’ of Computershare’s name so we can respond, resolve or
correct any issues relating to shareholders. Shareholders generally react
average tenure in
very positively to a message from our team, as it demonstrates a timely excess of 13 years,
and proactive approach to customer service. giving shareholders
consistency of service
We also use our social media channels to communicate our latest client
initiatives, such as product releases and industry events. Get updated by
from some of the
visiting our social media space: most competent
people in the industry.
www.facebook.com/ComputershareCPU
www.twitter.com/computershare
www.linkedin.com/company/computershare
www.youtube.com/computershare
“Issuers need to
keep abreast of what
shareholders and others are
saying about them online
via social media channels,
especially in light of the
increased shareholder
activism we saw in 2012.”
Zoe Hodge, Relationship Manager
L - Zoe Hodge - Relationship Manager
R - Sharon Miles - Operations Team Leader

10. CORPORATE SOCIAL RESPONSIBILITY
Office refurbishment
By March 2013, we will have completed the refurbishment of our Pavilions
head office in Bristol, and our environmental impact has been considered at
every stage with energy efficient lighting, heating and ventilation systems
having been installed around the building.
PaperLess Challenge
We have been actively encouraging staff at all UK sites to reduce their paper usage through our PaperLess
Challenge. We have installed eco-printers which automatically print on both sides of the page to further
reduce the amount of paper being used. As a direct result, our paper usage has fallen by 44% between
2011 and 2012.
Proactively green
Our global Green Team has appointed regional ‘Environmental Champions’ to
spearhead local initiatives. These management-level volunteers organise projects,
engage staff and measure results. At the Pavilions, we’ve recently invested in
new recycling units for paper, plastic, cardboard and cans to make recycling as
straightforward as possible for all staff.
Change a Life cycle ride
In September 2012, Matt Trevett, Director of
Computershare Investor Services, embarked on
a 555km charity cycle challenge in South Africa
to raise money for Computershare’s own
charitable initiative, Change a Life. With the
help of Computershare colleagues, clients
and suppliers across the UK, Ireland and
the Channel Islands, in excess of £26,000
was raised to fund effective, grassroots
community programmes that aim to
address the causes and symptoms of
crime in South Africa.
“Computershare pays much more than lip service
to green issues. As one of the Environmental
Champions for the UK, I have a specific remit to
deliver measurable results in our local region.”
Gary Ball, Head of Corporate Actions and
Regional Sustainability Champion for the UK

11. REGULATORY LANDSCAPE
The next 12 months are expected to bring a large amount of regulatory change and we will ensure that
our clients are supported and ready to adapt. We are expecting the pace of regulatory change to be rapid
during 2013 and there are certain areas which Computershare is already actively involved in.
Central Securities Depository Regulation
This upcoming legislation, likely to take the form of a European Regulation directly applicable in the
UK and Ireland, is heading into final Member States negotiations. Amongst other things, it will likely
introduce mandatory dematerialisation across Member States and reduce market settlement timescales
to a maximum of no more than two days. It will be critical for issuers and registrars to be engaged on this
topic as the detail is finalised during 2013, in particular with implementing a viable and efficient model for
dematerialisation in the UK and Ireland.
FATCA
From January 2013 the US Foreign Account Tax Compliance Act (FATCA) will impact all financial
institutions in the UK including banks, insurance companies & stockbrokers. The aim of the act is to
ensure all US citizens and tax payers living outside of the US pay any tax owed to the US government. HM
Revenue and Customs (HMRC) published draft UK regulation as part of the 2013 Finance Bill, response to
the consultation started in September 2012 and accompanying draft guidance on the 19th December 2012
on the application of FATCA in the UK under an Inter-Governmental Agreement (IGA) with the US. HMRC
have now given affected entities a further period for comment with a deadline of 13th February 2013. The
outcome of that consultation will ultimately clarify the impact of FATCA on clients, share registers and
employee share plans. We will continue our regular and extensive dialogue with HMRC to mitigate, where
possible, the impact on our issuer clients.
Securities Law Legislation
While progress on European Securities Law
Legislation (SLL) slowed during 2012, we anticipate
draft text being published during the first half of
2013. The SLL is intended to harmonise aspects of
securities law across European Member States and
has possible implications for how the rights attached
to securities are exercised, including those by
underlying beneficial holders.
“The pace of regulatory change is set
to increase in 2013. Computershare
clients are well-placed to receive
expert analysis and advice in order to
understand the implications for them
and shareholders.”
Michael Sansom, Head of Industry Relations
L - Michael Sansom - Head of Industry Relations
R - Matt Brimble - Senior Relationship Manager

12. Computershare is a global market leader in transfer
agency and share registration, employee equity plans,
proxy solicitation and stakeholder communications. We
also specialise in corporate trust services, tax voucher
solutions and a range of other diversified financial and
governance services.
Founded in 1978, Computershare is renowned for
its expertise in data management, high volume
transaction processing, payments and stakeholder
engagement. Many of the world’s leading organisations
use these core competencies to help maximise the
value of relationships with their investors, employees,
creditors, members and customers.
Computershare is represented in all major financial
markets and has over 10,000 employees worldwide.
Computershare Investor Services PLC is authorised and regulated by the Financial Services Authority, Registered Office: 25 The North
Colonnade, Canary Wharf, London E14 5HS. Computershare Investor Services PLC is registered in England & Wales, Company No.
3498808, Registered Office: The Pavilions, Bridgwater Road, Bristol BS13 8AE
CISLOB0046v1F