| STAKEHOLDER GROUP |
COMMUNICATION TOOLS |
COMMUNICATION FREQUENCY |
REPORTED TOPICS |
ACTIONS TAKEN BY THE BANK |
| Investors (shareholders, bondholders, and purchasers of other securities issued by the Bank, market analysts and rating agencies) |
General Meeting of Shareholders |
At least once a year |
- Implementation of strategies, building of value, organizational changes
- Macroeconomic and market forecasts
- Distribution of profits to shareholders
|
- Transparent operation, easy and fast access to information about the Bank, enforcement of external regulations and market standards.
|
| Conferences |
A dozen or so times a year |
| Meetings and teleconferences |
Several hundred per year |
| Stock exchange and press releases |
On an on-going basis |
| Financial statements, data compilations and presentations of results |
Quarterly |
| Bank’s website and online information channels |
On an on-going basis |
| Meetings with rating agencies |
At least once a year |
| Permanent cooperation of the Investor Relations and ESG Strategy Department (institutional and individual investors, financial analysts and capital market organizations); |
On an on-going basis |
| Online ESG Report |
On an on-going basis |
| Branches, online and mobile banking |
On an on-going basis |
| Customers |
Bank’s website and online information channels |
On an on-going basis |
- High quality of offered products and services,
- Fair consumer practices
- Security of entrusted funds
- Ease of communication with the Bank
|
- Offering competitive, high-quality products and services tailored to the needs of Customers; applying procedures that ensure fair and safe management of Customers’ funds; ensuring a number of access channels; creating transparent terms and conditions of offers and agreements; collecting information on expectations and opinions of customers; contributing to the development of good practices and standards for advertising financial services and complying with them.
|
| Online and mobile banking platform |
On an on-going basis |
| Infoline |
On an on-going basis |
| Complaints |
On an on-going basis |
| Satisfaction surveys on products and services and quality of customer service |
On an on-going basis |
| Advertising campaigns and marketing activities |
On an on-going basis |
| Product offers, mailing |
On an on-going basis |
| Participation in fairs |
Where possible |
| Internal communication |
On an on-going basis |
| Employees |
Intranet, chats, discussion forum |
On an on-going basis |
- Employment stability and opportunities for professional growth
- Attractive remuneration system
- Bank’s strategy and its key goals
- Transparent organizational structure
- Balance between professional and private life
|
- Listening to employees’ opinions (chats, satisfaction surveys), providing employees with opportunities for growth (promotions, training), clear, measurable targets subject to monitoring, adequate wage and benefits policy, meetings with employees and on-going communication with employees, ensuring a friendly workplace: including through the implementation of remote work opportunities and pro-health and preventive measures.
|
| Meetings with the participation of the Management Board |
Several times a year |
| Trips to attend competitions, olympiads |
At least once a year |
| Employee volunteer work program |
On an on-going basis |
| Webinars |
On an on-going basis |
| Employee evaluation |
At least once a year |
| Internal publications |
On an on-going basis |
| Thematic questionnaires, evaluation questionnaires, employee opinion surveys |
Several times a year |
| Whistleblowing system |
On an on-going basis |
| Meetings with employer representatives, negotiations, consultations |
At least a dozen times or so a year |
| Trade union organizations |
Intranet site |
On an on-going basis |
- Provisions of CA
- Employee matters
Detailed information on the social partners can be found on the individual intranet pages.
- Trade Unions
- Employee Council
- Social Labor Inspection
|
- Dialogue with trade unions operating at the Bank, based on respect for fair interests of the parties.
- Providing the social side with opportunities to communicate with employees.
|
| Meetings with suppliers, negotiations |
On an on-going basis |
| Suppliers |
Special procurement platform, telephone number, e-mail |
On an on-going basis |
- Transparent rules for the selection of and cooperation with suppliers
|
- Transparent supplier selection procedures; timely performance of the provisions laid down in the contract, promotion of good procurement practices.
|
| On-going cooperation and execution of contracts |
On an on-going basis |
| Charity and sponsoring activities, actions on climate |
On an on-going basis |
| Social and natural environment |
Employee volunteer work program |
On an on-going basis |
- Social and environmental projects
- Reduction of negative impact on the environment, environmental education of Customers and Employees
- Work and growth opportunities for students
|
- Implementing sponsorship and charity projects; supporting community development; encouraging employees to participate in social and environmental actions, reducing negative environmental impacts.
|
| Meetings with students, student internships |
At least once a year |
| Press conferences |
A dozen or so times a year |
| Media |
Press releases |
On an on-going basis |
- Implementation and promotion of the bank’s strategy
- Release of accurate information on measures / condition of the bank to all groups of stakeholders through media
- Building the position of a leader / expert in the financial sector
|
- Transparent operation, easy and fast access to information about the Bank.
|
| Social media |
On an on-going basis |
| Interviews, expert statements |
On an on-going basis |
| Participation in economic conferences, etc. |
On an on-going basis |
| Permanent cooperation of the Communications Office (journalists, media) |
On an on-going basis |
| Reports, correspondence, inspections, non-reporting studies |
On an on-going basis |
| Regulators |
|
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- Compliance with requirements and regulations;
- Supporting the creation of new market principles, including good practices.
|
- Compliance with requirements, regulations and good practices, ongoing cooperation with the Regulators.
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