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2018 Financial and Social Report

The expectations and opinions of Stakeholders 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: [GRI 102-43]

Dialogue with Stakeholders

[GRI 102-44]

Stakeholder Channels of communication Frequency of communication Topics raised Bank’s actions
Investors and market analysts General Meeting of Shareholders 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..
Roadshows  and conferences Several times a year
Meetings Several hundred times a year
Stock exchange communication and press releases Ongoing
Clients Branches, mobile and internet banking Ongoing High quality of products and services offered, ethical marketing and selling practices, safety of deposited funds, ease of use of products and communication with the Bank, improvements in accessibility of the Bank’s services and non-making services. Fast and easy access unfettered by obstacles to banking and non-banking services, ethical advertising and sales, providing explicit information about the conditions for using services, easy contact with the Bank, ensuring the safety of client funds.
Website, social networks Ongoing
Hotline Ongoing
Complaints Ongoing
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, social forum, chats Ongoing Stability of employment and professional development opportunities, fair salary and rewards, ensuring bi-directional communication, conveniences for working parents. Communication  with employees  and responding to their expectations, professional competence development programs, programs for parents, activities outside the workplace were co-funded, possibility of participating in sport events  and employee volunteerism.
Whistleblowing system Ongoing
Meeting with the participation of the Management Board Several times a year
Employee appraisal Once in six months
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; supplier selection  in accordance with ethical and environmental standards.
Telephone, e-mail Ongoing
Negotiations  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; financial education; encouraging employees to take part in social and volunteering campaigns.
Meetings with students Several dozens a year
Employee volunteerism Several dozens a year
Environment Environmental rankings More than ten a year Reducing the negative the environmental impact, environmental education of clients  and employees. Monitoring  and lowering the environmental impact, environmental education programs.
Environmental reports for state administration authorities. More than ten a year
Regulators (KNF, BFG, UOKiK, NBP, KSF) Reports More than ten a year Recommendations regarding communication with clients, reports on the Bank’s operations, risk assessment related to the Bank’s operations. Reporting and implementation of recommendations of regulators.