Note: *Due to the Covid-19 pandemic, engagement with certain stakeholder groups has been postponed or switched to online channels. Stakeholder Engagement approach (frequency)* Engagement objective Identified issue Management approach Customers/ Consumers • Customer webinar (annual) • Customer satisfaction survey (annual) • Customer relationship initiatives and activities, such as holiday gifts, sporting events, seminars, thank you parties (annual) • Online communication channels, such as webinars, Microsoft Team app, electronic news • Customer webinar (annual) • Customer satisfaction survey (annual) • Customer relationship initiatives and activities, such as holiday gifts, sporting events, seminars, thank you parties (annual) • Online communication • Keep customer information up to date • Keep track of updated product information and IRPC’s expectations • Detailed information on legal issues and market trends • Product development plan • Demand for and expectations of eco-friendly products • Marketing plan • Customer concerns relating to Covid-19 • Knowledge exchange and sharing guidelines • Communicating customer’s needs, expectations and concerns to relevant business units and make plans to meet them • Product information update guidelines • Strategies to respond to customer needs, such as water usage strategy, sales strategy Suppliers • Training prior to ESG Audit (annual) • Supplier satisfaction survey (annual) • Supplier performance assessment (annual) • Supplier Conference 2021 (annual) • Clarification of ESG audit objectives • Take into consideration supplier satisfaction with IRPC’s procurement process • Improving suppliers’ knowledge of ESG regulations • Improving supplier engagement and satisfaction throughout the supply chain • Partnership to grow business together • Business operations that respect human rights • Integrated supply chain management Communities, society, and environment • Engaging with communities before/ during/after establishing CSR projects • Organizing public hearings (for every EIA report) • Community satisfaction survey (annual) • Complaint channels • Discuss communities’ needs and concerns • Provide relevant information to promote understanding of construction projects • Summarize communities’ concerns and demands relating to construction projects • Promote mutual trust and acceptance of construction projects and the company • Communities’ demands and problems encountered • Concerns, suggestions for construction projects • CSR strategies • Strategies for implementing mitigation measures identified in the Environmental Impact Assessment (EIA) report 114 IRPC PUBLIC COMPANY LIMITED 56-1 ONE REPORT 2021
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