Engagement channels and relevant issues for our stakeholders
Active listening and constructive dialogue with Stakeholders
Iberdrola has set up the mechanisms and channels needed to ensure that all Stakeholders are able to interact and communicate with us.
These channels are constantly evolving to keep up with the needs and situations that apply at any given time and make them as effective as possible in building close, sound and long-lasting relationships.
Thanks to active listening and constant dialogue, Iberdrola group gains valuable insight on the main issues concerning Stakeholders, helping us to take better decisions and action.
Relevant cross-cutting channels and issues for all stakeholders
Cross-cutting channels |
Relevant cross-cutting issues |
 Telephone, email, website and intranet |
 Ethics, integrity and transparency (accountability to Stakeholders and society) |
 Meetings and interviews |
 Climate emergency, energy transition and industrial partnerships |
 Innovation, artificial intelligence, digitalisation and cybersecurity |
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 Electricity prices |
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 Vulnerable customers and universal access to energy |
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 Strategy, investment plans, financial outlook and regulatory changes |
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 Respect for human rights, local comunnities and just transition |
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 ESG Performance and Sustainable Development Goals |
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 Action for biodiversity and nature |
Relevant channels and issues specific to each stakeholder group
Iberdrola people
Specific channels
- CEO and management team
- Intranet, newspaper and platform for employee management platform
- Volunteering Channel and Unique Employment Channel
- Labour climate surveys
- Whatsapp for employees
- Ethics mailbox
Specific relevant issues
- Diversity, inclusion and equality of opportunities
- Occupational health and safety
- Work-life balance and digital disconnection
- Remuneration and social benefits
- Attracting, developing and retaining talent
Shareholders and the financial community
Specific channels
- General Shareholders' Meeting
- Shareholder's Club, shareholder's website, exclusive OLA channel
- Shareholders' Bulletin
- Earnings presentations, Capital Markets & ESG Day and roadshows
- Investor Relations App
- Corporate reports
- Shareholder’s Ethics Mailbox
Specific relevant issues
- Economic and financial performance
- Evolution of share price and dividends
- Socially responsible investment and green finance
- ESG management and performance. indices, ratings and rankings
- Structure and composition of the Board of Directors
Customers
Grids business' users
Specific channels
- Digital channels (customer website, App)
- Remote channel (telephone)
- Satisfaction surveys
- Complaints systems
- Communication and dissemination campaigns
Specific relevant issue
- Service quality
- Customer experience and satisfaction
- Access and connection to the network
- Complaints, claims and incident management
- Digitalisation of grids and smart meters
Customers business' users
Specific channels
- Digital channels (customer website, social networks, chat, Iberdrola Customers App, public recharge App)
- Remote channel (telephone)
- Customer service desks, pop ups
- Satisfaction surveys
- Communication and dissemination campaigns
Specific relevant issues
- Customer experience and satisfaction
- Management of complaints, claims and incidents
- Energy efficiency and customised plans
- Smart solutions (Smart Mobility, Smart Home, Smart climate)
Supply chain
Specific channels
- Platform for registration and classification of suppliers
- Satisfaction survey
- Computerised tendering systems
- Supplier Service Centre
- Web suppliers
- Supplier’s ethics mailboxes
Specific relevant issues
- Sustainability in and of the supply chain (Including the protection of human rights)
- Procurement, contracting and payment conditions
- Driving effect and opportunities for new projects and facilities
- Circular economy and environmental footprint
Communities
Media
Specific channels
- Website
- Press releases
- Events and meetings
- Social media
Specific relevant issues
- Economic and financial performance
- New investments, projects and facilities
- Social and environmental impact and contribution
- Corporate governance issues
- Equality and diversity
Regulatory entities
Specific channels
- Queries and procedures
- Informational websites and capsules
Specific relevant issues
- Present and future regulatory framework framework of the energy sector
- Remuneration of the businesses
- Public policy issues
- Energy supply
Society in general
- Specific channels
- Media and social media
- Working events and groups
- Partnership agreements
- Network of institutional delegations in the autonomous communities
Specific relevant issues
- Iberdrola's impact on community development (employment, investment, taxes, local procurement, etc.)
- Engagement of local communities and Stakeholders in operations
- Fostering relations with institutions and organizations, agreements and alliances
- Awareness-raising, disclosure and training on specific industry issues
Environment
Specific channels
- Corporate website and reports
- Inspections and audits
- Alliances, partnerships, events and conferences
Specific relevant issues
- Biodiversity, land use and natural resource management
- Decarbonisation of the economy
- Circular economy
- Water availability and management
Iberdrola shares the outcome of its Stakeholder relations in its communication strategy on the corporate website and on social media, as well as through various reporting elements, especially the Statement of Non-financial Information [PDF] External link, opens in new window. and the Integrated Report [PDF] External link, opens in new window..