Annual Report 2019

ANNUAL REPORT 2019 61 ENVIRONMENTAL, SOCIAL AND GOVERNANCE REPORT OUR STAKEHOLDERS Understanding and meeting the needs of our stakeholders is of paramount importance for us to move forward on the path towards sustainability. The feedback we collect eventually leads the Group to identify material ESG issues and manage relevant risks and opportunities. Our stakeholders are those who have a considerable influence on our business, and whom our business has a significant impact on. We engage our key stakeholders via multiple channels to gather their feedback. Meetings, conferences, workshops and other communicative events are held across daily operations for internal and external stakeholder groups. Customers Implementing a set of policies and measures to protect customers’ interest and enhance their satisfaction. Various channels are provided for customer to express their opinions and feedback. Employees Promoting a respectful engagement and sense of culture, as well as a healthy workplace, with a wide range of initiatives, such as conducting associate engagement survey and focus groups to collect views and suggestions from our associates. Suppliers and business partners Working closely with our business partners at each stage to ensure high quality products and services, with guidance and requirements provided. Communities Understanding the needs of communities through various engagement activities, such as public consultation. Making contribution through corporate strategic support and employee volunteerism, to create positive impacts on community development. Investors Maintaining regular communications with investors through a series of initiatives, such as company visits/meetings/calls, non-deal roadshow in various locations 1 , investor conference calls, investor corporate days, investor webcasts, investor conferences, investor relations events 2 as well as various digital channels 3 for investor relations etc. 1 Including Hong Kong, Singapore, Shenzhen, Beijing, Australia, Malaysia, Shanghai, London, Stockholm and Edinburgh. 2 Such as investor VIP launch, stock commentator luncheon, site tour, luncheon and investor gatherings etc. 3 Such as FEC Newsletters, media coverage on FEC and WeChat posts published.