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Dialogue with Stakeholders

The Company carries out a documented dialogue with key Stakeholder groups, aimed at learning their opinions and expectations from their cooperation with the Bank.

The feedback from Stakeholders is received from the following sources:

Communication channels with Stakeholders

Communication channels with Stakeholders


Key issues stemming from dialogue with Stakeholders

StakeholderCommunication channelsFrequency of dialogueTopics raisedBank's actionsDetails
Investors and Analysts Shareholder Meeting Once a year Transparent activity, quick and easy access to information about the Bank. Observance of external standards for listed companies, Compliance Policy, ensuring transparency and security of operations, quick exchange of information through multiple communication channels with Shareholders. Investors
Roadshows and conferences Several times a year
Meetings Several hundred times a year
Stock exchange communication and press releases Ongoing
Contact through Internet, e-mail, phone Ongoing
Clients Branches, Internet and mobile banking, Internet (www, YouTube) Hotline Complaints Ongoing High quality of products and services offered, ethical marketing and selling practices, fair consumer practices, safety of deposited funds, ease of communication with the Bank, improvement in the operation of products and processes. Running quality improvement projects, introducing solutions in response to client needs, application of ethical selling procedures, ensuring safety of client funds and ability to contact the Bank quickly. Clients
Product and service satisfaction surveys and customer service quality surveys Monthly/quarterly/yearly and ad hoc
Meetings with clients More than ten times a year
Employees Intranet, social site for employees, other internal publications Ongoing Stability of employment and professional development opportunities, fair salary and rewards, responding to requests submitted by employees. Regular monitoring of goals included in the HR policy, surveying the needs, motivation and satisfaction of employees, allowing employees to express their opinion through different communication tools. Employees
Corporate meeting with the participation of the Management Board Once a year
Employee evaluation system Once a quarter
Satisfaction and motivation surveys Once a year
Suppliers Periodic meetings Several hundred times a year Fair rules for selecting and cooperating with Suppliers. Use of objective procedures for selecting Suppliers; timely performance of agreements. Suppliers
Telephone, e-mail Ongoing
Social environment Offers of cooperation Several hundred times a year Supporting social projects by the company and employees. Merit-based and financial support for social projects; encouraging employees to take part in social and volunteering campaigns. Society
Contests and training for students Several dozens a year
Conferences with representatives of the social side and NGOs Several dozens a year
Cooperation with Universities A few times a year
Environment Environmental rankings Several dozens a year Reducing the negative impact on the environment, environmental education of clients and employees. Monitoring and lowering impact on the environment, environmental education programs. Environment
Environmental reports for state administration authorities. More than ten a year


G4-26a, G4-27a