66 Introduction Customers Social Governance Appendix Environment Sustainability Report 2021 Stakeholder Engagement The bank regularly engages with and communicates to our stakeholders consisting of nine groups: shareholders, employees, customers, partners, competitors, regulators, communities, civil society, and supplier. Stakeholders Engagement approach Response to stakeholders’ interests Partners • Procurement channel • Whistleblower and complaint channel • Customer Experience, page 24-26 Competitors • Banking industry activities, seminars, trainings and events hosted by regulators and external parties • Whistleblower and complaint channel • Corporate Governance & Business Ethics, page 51-53 • Market Conduct, page 58-60 Regulators • Banking industry activities, seminars, trainings and events hosted by regulators and external parties • Whistleblower and complaint channel • Corporate Governance & Business Ethics, page 51-53 • Market Conduct, page 58-60 • Responsible Lending, page 28-33 Communities • fai-fah Centers • Community Relations • Community surveys • Whistleblower and complaint channel • Social Development, page 46-49 Civil society • Sustainability contact • Whistleblower and complaint channel • Responsible Lending, page 28-33 Supplier • Procurement channel • Whistleblower and complaint channel • Corporate Governance & Business Ethics, page 51-53 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 ttb website • Investor Relations contact • Whistleblower and complaint channel • Getting though COVID-19 Together, page 16-19 • Digital Transformation, page 20-23 • Corporate Governance & Business Ethics, page 51-53 • Market Conduct, page 58-60 • Responsible Lending, page 28-33 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 • Our People, page 40-45 Customers • Branches • Relationship Managers • ttb contact center • Online digital platforms such as Facebook and ttb website • Activities and events with customers • Whistleblower and complaint channel • Getting though COVID-19 Together, page 16-17 • Financial Well-being, page 18-19 • Customer Experience, page 24-26 • Data Privacy &Cybersecurity, page 61-64
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