Stakeholder Engagement The bank regularly engages with and communicates to our stakeholders consisting of seven groups: shareholders, employees, customers, partners, competitors, regulators, and communities. Stakeholders Engagement Approach Response to Stakeholders’ Interests Shareholders • Annual shareholder general meetings • Analyst meetings • Shareholder and investor roadshows • Quarterly reports • Seminars • Information disclosure via regulators’ platforms • Enquiries submitted through TBM website • Investor Relations contact • Whistleblower and complaint channel • Responding to COVID-19, page 19-20 • Integrated Workforce, page 37 • Digitalization, page 23-25 • Corporate Governance & Business Ethics, page 43 • Market Conduct, page 46-47 • Responsible Lending, page 29-30 Employees • Communication with HR Business Partners • Employee engagement survey • Orientation for new employees • Town Halls • Regular emails and other online communication • Whistleblower and complaint channel • People, page 36-41 Customers • Branches • Relationship Managers • TMB Contact Center • Online digital platforms such as Facebook and TMB website • Activities and events with customers • Whistleblower and complaint channel • Responding to COVID-19, page 19-20 • Financial Well-being, page 21-22 • Customer Experience, page 26-27 • Data Privacy & Cybersecurity, page 48-49 Stakeholders Engagement Approach Response to Stakeholders’ Interests Partners • Procurement channel • Whistleblower and complaint channel • Customer Experience, page 26-27 Competitors • Banking industry activities, seminars, trainings and events hosted by regulators and external parties • Whistleblower and complaint channel • Corporate Governance & Business Ethics, page 43 • Market Conduct, page 46-47 Regulators • Banking industry activities, seminars, trainings and events hosted by regulators and external parties • Whistleblower and complaint channel • Corporate Governance & Business Ethics, page 43 • Market Conduct, page 46-47 • Responsible Lending, page 29-30 Communities • FAI-FAH Centers • Community Relations • Community surveys • Whistleblower and complaint channel • Social Development, page 34-35 51 I n t r odu c t i o n Cu s t ome r s En v i r o nme n t a l & So c i a l I mp a c t s Pe op l e Go v e r n a n c e App e nd i x Su s t a i n a b i l i t y Re po r t 2 0 2 0
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