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.  Their expectations are taken into account when innovations and improvements are made to the Bank’s products, services and operations. The feedback from stakeholders is received from the following sources:

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Stakeholder	Communication channels	Frequency of dialogue	Topics raised	Bank’s actions	Details
Investors and market analysts	Shareholder Meeting	Once a year	Transparent activity, quick and easy access to information about the Bank, ethical and socially responsible business.	Observance of corporate governance principles, ensuring transparency, security and ethical character 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, 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.	Clients
	Product and service satisfaction surveys and customer service quality surveys	Monthly/quarterly /yearly and ad hoc
	Focus groups	A few times a year
Employees	Intranet, community forum, chats	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	Once in six months
	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; selection of suppliers taking the ethical criteria into account.	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
	Meetings with students	Several dozens a year
	Employee volunteerism	Several dozens 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

[GRI 102-43] [GRI 102-44]