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Dialogue with Stakeholders

The Company carries out a 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:


Main topics reported by 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, ethical and socially responsible business. Observance of external standards for listed companies, Compliance Policy, ensuring transparency and security of ethical character of operations, quick exchange of information through multiple communication channels with Shareholders. Investors 
Roadshows and conferences Meetings Several times a year
Stock exchange communication and press releases Ongoing
Contact through Internet, e-mail, phone Ongoing
Clients Branches, Internet and mobile banking, Website, social networks, Hotline, Complaints Ongoing High quality of products and services offered, ethical marketing and selling practices, fair consumer practices, safety of deposited funds, ease of use of products and communication with the Bank, improvement in accessibility of the Bank’s services.    Running quality improvement projects, introducing solutions in response to client needs, application of ethical selling and marketing principles, ensuring safety of client funds and improvements in access to services 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, community forum, chats 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
Negotiation and performance of agreements 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
Employee volunteerism 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