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Integrated Report 2024

Stakeholder Interests and Opinions [SBM-2]

We place great importance on managing relationships with stakeholders, taking their needs into account, and ensuring equal access to information. The manner in which we conduct communication with the external environment is governed, among others, by the Bank Pekao Information Policy Principles regarding interactions with investors, securities market analysts, media, and customers, available on our website (Bank’s Information Policy Principles).

The key stakeholder groups of the Group were identified during a materiality assessment conducted in 2024. Based on the results of the sectoral classification, a tool for mapping the value chain of Pekao Group was developed, covering activities in the credit institutions sector. As a result, we defined a list of stakeholders, which was subsequently assessed within the Group by eighteen business units as part of the Pekao S.A. Group Stakeholder Map development. The collected data was integrated and analysed to determine the key stakeholder groups. The visualised results in the form of the Stakeholder Map are presented below.

Pekao S.A. Capital Group Stakeholder Map

In line with the guidelines of the Corporate Sustainability Reporting Directive (CSRD), a double materiality analysis was conducted to gain insight from the Pekao Group stakeholders on how they perceive the Group’s impact on various ESRS sub-topics within ESG. The dialogue was carried out through a survey, which also allowed participants to raise additional concerns and topics in open-ended questions.

The survey included a total of 42 questions:

  • general (1),
  • environmental (18),
  • social (14), and
  • governance-related (5), as well as
  • an open-ended question.

Respondents were categorised into two groups:

  • Internal Stakeholders, including Employees and Subsidiaries (78%), and
  • External Stakeholders (22%).

The survey did not include non-employee participants, considered as the Bank’s own human resources.

Participants were asked to identify and assess the impacts related to ESG areas and determine whether they were positive or negative. On average, stakeholders identified the strongest positive impact in the social area and the strongest negative impact in the area of corporate governance. The results of stakeholder opinions were presented in an aggregated form as part of the summary of the double materiality analysis to the Steering Committee and the ESG Council.

In relations with key stakeholders of the Group (as mentioned above), the Bank consistently maintains open communication and takes actions aimed at achieving a positive impact while striving to minimize any negative effects the Group may have on these entities.

Relation with key stakeholders

STAKEHOLDER GROUPS  COMMUNICATION TOOL  COMMUNICATION TOOL  BANK’S ACTIONS
Shareholders, including the strategic owner (1) 
  • General Shareholders’ Meeting
  • Conferences and meetings
  • Stock exchange and press releases
  • Financial reports, data summaries, and performance presentations
  • Bank’s website and online communication channels
  • Meetings with rating agencies
  • Ongoing cooperation with the Investor Relations Department (institutional and individual investors, financial analysts, and capital market organizations)
  • ESG online report
    Branches, online and mobile banking
  • Strategy implementation, value creation, organizational changes
  • Macroeconomic and market forecasts
  • Profit distribution to shareholders
  • Operational transparency, easy and quick access to Bank information, adherence to external regulations and market standards.
Customers and recipients (4) 
  • Bank’s website and online communication channels
  • Online banking platform and mobile banking
  • Customer hotline
  • Complaints
  • Satisfaction surveys for products and services and service quality
  • Advertising campaigns and marketing activities
  • Product offers, Mailings
  • Participation in fairs
  • Internal communication
  • High-quality products and services offered, consumer fair practices
  • Security of entrusted funds
  • Ease of communication with the Bank
  • Offering competitive, high-quality products and services tailored to customer needs
  • Adherence to procedures ensuring fair and secure management of customer funds
  • Providing multiple access channels; creating transparent offer and contract conditions, collecting customer expectations and feedback
  • Co-creating and adhering to good advertising practices and financial services standards.
Employees and employee organizations and trade unions (3) 
  • Intranet, chats, discussion forums
  • Meetings involving the Management Board
  • Employee volunteerism
    Webinars
  • Employee performance evaluations
  • Internal publications
  • Topic surveys, evaluation surveys, employee opinion surveys
  • Whistleblowing reporting system
  • Meetings with employer representatives, negotiations, consultations
  • Supplier meetings, negotiations
  • Job stability and career development opportunities
  • Attractive remuneration system
  • Bank’s strategy and key goals
  • Transparent organizational structure
  • Work-life balance
  • Collective Labor Agreement provisions
  • Employee matters
  • Detailed information about social partners is available on individual intranet pages.
  • Trade Unions
  • Employee Council
  • Social Labor Inspection
  • Listening to employees’ feedback (chats, satisfaction surveys)
  • Ensuring employee development (promotions, training)
  • Clear, measurable goals to be achieved and monitored
  • Adequate salary and benefits policy
  • Meetings with employees and ongoing communication
  • Providing a friendly workplace: including the introduction of remote work opportunities, as well as health and preventive activities
  • Dialogue with all trade unions operating in the Bank, based on respect for the legitimate interests of the parties.
Regulatory Environment and Supervisory Organizations (10) 
  • Email
  • Reports, statements
  • Business and trading platform
  • Adherence to requirements and regulations
  • Supporting the creation of new market rules, including best practices.
  • Adherence to regulations, ongoing cooperation with regulators
Central banks, financial institutions (9) 
  • Email
  • Reports, statements
  • Conferences and meetings
  • ESG projects
  • Dialogue and cooperation
  • Experience exchange
  • Shaping good market practices
Pekao Group Entities (2)
  • Phone, email
  • Meetings
  • Implementation of policies and procedures at the Group level
  • Cooperation in experience exchange and implementing good practices
Suppliers and business partners (5) 
  • Procurement platform, phone, email
  • Ongoing cooperation and contract fulfillment
  • Charitable and sponsorship activities, climate-related actions
  • Transparent supplier selection and cooperation principles
  • Adherence to transparent supplier selection procedures;
  • Timely fulfillment of contract provisions, promoting good purchasing practices
Industry organizations and competitors (6)
  • Communication on the Bank’s website and online communication channels
  • Fairs, conferences, industry meetings

 

  • Non-financial reports
  • Results, strategy and goals implementation
  • Ongoing initiatives and projects
  • Monitoring market changes to develop best practices
  • Trend analysis
Natural Environment (16)
  • Employee volunteerism
  • Press conferences
  • Social and environmental projects
  • Reducing negative environmental impact, environmental education for customers and employees
  • Encouraging employees to participate in environmental initiatives
  • Reducing negative environmental impact

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