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
G4-26a
Key issues stemming from dialogue with Stakeholders
| Stakeholder | Communication channels | Frequency of dialogue | Topics raised | Bank's actions | Details |
|---|---|---|---|---|---|
| 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
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