CIELO S A : Annual Report Integrated 2022

Integrated Annual Report

2022

Opening

Cielo

Value Generation

Risk Culture

Intellectual Capital

Share Capital and Relationships

Human Capital

Natural Capital

Financial Capital

About this Report

Attachments

Opening
Message from the CEO, 3	|	Highlights, 7	| Awards and Recognitions, 9

	4
Cielo, 11	Intellectual Capital:
Profile, 11	Technology and Innovation, 50
Corporate Governance, 14	Garagem Cielo, 50
Ethics and Integrity, 20	Process innovations, 53
1Ethics channel, 27	Technology, 54
Value Generation, 29	Share capital and relationships:
Business model, 29	positive impact, 56
Strategy, 34	Customer experience, 56
Sustainability Management, 35	Serving model, 59
2	Social transformation, 64
5Supplier relationship, 68
Risk Culture, 38	6
Risk mapping and management, 38
Internal controls, 43
Information security and cybernetics, 44	Human Capital:
Business Continuity, 48	Our Team, 70
3	Strategic people management, 72

INTEGRATED ANNUAL REPORT 2022

7Natural Capital: Environmental

Performance, 92

Environmental management: eco-efficiency, 92

Climate strategy, 99

8Financial Capital:

Performance in 2022, 100 Sectorial scenario, 100 Operational performance, 102 Economic-financialperformance, 103

9About this report, 106 Reporting Profile, 106

Impact materiality, 108

10Attachments, 111

Credits, 151

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Opening

Cielo

Value Generation

Risk Culture

Intellectual Capital

Share Capital and Relationships

Human Capital

Natural Capital

Financial Capital

About this Report

Attachments

Message from the CEO

GRI 2-22

Interview with

Estanislau Bassols,

Cielo CEO

"Our history of leadership has brought us here stronger, causing important transformations in the sector and in the lives of our customers."

1. You took over as CEO of Cielo in September 2022. How do you assess the challenge of leading the Company?

ESTANISLAU BASSOLS (EB): I have always believed in the importance of having purpose at work. This was intrinsic in my professional journey. Purpose leads us to find meaning in belonging to a Company, adding value to the business and learning. Purpose enchants employees, customers, partners and society.

I believe in Cielo's purpose and in our capacity to continue being leaders, leading important discussions for our sector.

Being part of a company with sound results, but in a constantly transforming market, is certainly a challenge, as it forces us to seek constant innovation, without losing sight of everything we have already built.

INTEGRATED ANNUAL REPORT 2022

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Opening

Cielo

Value Generation

Risk Culture

Intellectual Capital

Share Capital and Relationships

Human Capital

Natural Capital

Financial Capital

About this Report

Attachments

I can tell that our main challenges are:

• Take a new leap in the payments business through projects that will bring financial efficiency for steady, sustainable growth;
• Focus on customer experience, continually seeking to review and optimize the Company's service model, redefining the customer journey processes to reach new levels of satisfaction;
• Invest in people, technology and data, reviewing our work methodologies when necessary, with a focus on agility and technological modernization, in addition to expanding our data use and working towards evolving the Company as a whole.

We have an amazing vocation to serve. This certainly strengthens us to direct our efforts in a constantly updated environment. Thus, along with the market, we can adapt and transform Cielo's future.

INTEGRATED ANNUAL REPORT 2022

"We achieved operational consistency,

financial solidity, cost efficiency and consolidated a culture focused on people and management, in addition to a structured, active and relevant ESG strategy."

2. The heart of Cielo's strategy is to be a leader in payments. How does the Company act to strengthen and promote this objective?

EB: We are very proud of our legacy. We are leaders in the sector, with over 1 million customers. We are present in 99% of the country's municipalities, carrying out 12,000 transactions per second, in addition to having an infrastructure that supports eight times the Brazilian e-commerce volume.

Considering all this history, I believe we have gained an almost unstoppable speed, contributing to taking the market even further forward. This is exactly what inspires us to keep the team cohesive and purposeful, to develop a portfolio of products and solutions capable of meeting all types of business in their management, sales and finance needs.

3. The acquiring industry has faced numerous challenges and opportunities. In this sense, how does Cielo position itself and act in relation to Innovation in Payments?

EB: Every company that has a history like Cielo's faces the challenge of transforming its future while strengthening its legacy. So, in addition to keeping our heart beating towards payments leadership, we need to take into account the ever-increasing speed of digital transformation, the importance of the experience and satisfaction of all customer segments at all ends of our operation, and the creation of space for other solutions that generate value in the management of its businesses.

In this sense, we have already developed or incorporated simple solutions, which solve customers' lives by integrating new payment methods such as QR code, near field communication (NFC), payment link (Superlink), instant transactions and PIX. These are examples of applied innovation, with exponential usage growth.

At the same time, we have dedicated ourselves to using technology to customize services according to the customer's vision and needs, mainly in Large Accounts

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Opening

Cielo

Value Generation

Risk Culture

Intellectual Capital

Share Capital and Relationships

Human Capital

Natural Capital

Financial Capital

About this Report

Attachments

and also for Franchises and Franchisers, for example. In addition to offering functionalities for self-service, from the website to the Cielo Gestão application and WhatsApp.

In order to support this digital transformation movement, which is getting bigger and faster, we have invested heavily in cloud processing technology to enable further innovation, agility and quality

in the delivery of products and services. It is also worth mentioning the ICVA, which analyzes the performance of this segment in the country on a monthly basis and supports decision-making.

4. Customer experience is strategic for the Company. What has been done to fully serve customers and position Cielo as the ideal business partner?

EB: We believe customer satisfaction is the result of a series of processes, which we are constantly evolving. In this regard, we work to provide customers with solutions that meet their specific and perennial demands, enhancing their perception of value

for Cielo.

We are looking at different customer journeys and performing recurring measurements to maintain end- to-end excellence in every product and touchpoint. This enables us to review and evolve with our portfolio, communication, building customer loyalty and ensuring profitability.

All of this is carried out with a focus on data and with the integration of systems to improve service and see the customer in full.

To make this happen in the Company's daily life, our challenge is to join efforts within a sense of urgency, ensuring a fluid, integrated and automated journey, while maintaining a stable and available technical environment, with confidence to grow and transform.

"With proximity, we generate value

for our customers, guaranteeing what Small Business (Retails) needs to boost their business."

5. Cielo is strongly committed to Diversity and Inclusion. How important is this theme to generate an inclusive culture and the pride of belonging?

EB: : I am personally involved with struggles for diversity, particularly in relation to racism and female empowerment. I believe that the theme must go far beyond the speech, and actually be put into practice in the organizational culture. Truly acting for a more diverse and inclusive Company is a way of changing the way we see things, creating opportunities, welcoming spaces and fair relationships.

I often say that homogeneous groups can work very well, until the moment they go wrong. For this reason, I believe that inclusion really changes the Company, bringing people with different ways of thinking, different backgrounds, different social realities into the company.

These diverse backgrounds, living in the same respect, welcome and tolerance environment, help us find more comprehensive and disruptive solutions for the company and the society.

INTEGRATED ANNUAL REPORT 2022

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