2019 Financial
and Social Report

Dialogue with stakeholders

[GRI 103-1, GRI 102-43] 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 102-44] Dialogue with Stakeholders

Stakeholder Channels of communication Topics raised Bank’s actions
  • General Meeting of Shareholders
  • Roadshows and conferences
  • Meetings
  • Stock exchange communication and press releases
  • 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.
  • Branches, mobile and internet banking
  • Internet, social media
  • Hotline
  • Complaints
  • Satisfaction surveys
  • 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-banking 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.
  • Intranet, Internet, social media
  • Whistleblowing system
  • Market analyses
  • Employee appraisal
  • Stability of employment and professional development opportunities, fair salary, friendly working conditions, ability to engage in social activities.
  • Communication with employees and responding to their expectations, professional competence development programs, programs for parents, co-funding of activities outside the workplace, employee volunteerism offering.
  • Periodic meetings
  • Telephone, e-mail
  • Negotiations and performance of agreements
  • 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 and environmental criteria into account.
  • Offers of cooperation
  • Meetings with students
  • Employee volunteerism
  • 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.
  • Environmental rankings
  • Monitoring of changes in market trends and laws.
  • Reducing the Bank’s negative environmental impact, responsible project financing, environmental education.
  • Monitoring and lowering impact on the environment, rules for financing projects affecting the environment, environmental education programs.
  • Reports
  • Correspondence
  • Regulatory audits
  • Recommendations for communication with clients activity, reports on the Bank’s activity, evaluation of risk associated with the Bank’s activity.
  • Reporting on and implementation of regulatory recommendations.

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