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, web and intranet  Ethics, integrity and transparency
 Meetings and interviews  Combating climate change and energy transition
   Innovation, digitalisation and cybersecurity
   Electricity prices
   Vulnerable customers
  Strategy, investment plans, financial outlook and regulatory changes
   Local comunnities and respect for human rights
   ESG Performance. Sustainable Development Goals 

Relevant channels and issues specific to each stakeholder group

Iberdrola people

Specific channels

  • Meetings with the president and management team
  • Intranet, newspaper and platform for employee management
  • Volunteering Channel and Single Employment Channel
  • Work climate surveys
  • Whatsapp for employees
  • Ethics mailbox

Specific relevant issues

  • Attracting, developing and retaining talent
  • Occupational health and safety
  • Diversity and inclusion and equality of opportunities
  • Reconciliation, social benefits and disconnection digital

Shareholders and the financial community

Specific channels

  • General Meeting of Shareholders
  • Shareholder's club, shareholder's website, exclusive OLA channel
  • Shareholder Newsletter
  • Presentations of results, Capital Markets & ESG Day and roadshows
  • Investor Relations App
  • Corporate reports
  • Shareholder’s ethics mailbox

Specific relevant issues

  • Economic and financial performance
  • Share and dividend performance
  • Socially responsible investment and green financing
  • ESG indices, ratings and rankings

Customers

Networking

Specific channels

  • Digital channels (web clients, App)
  • Non-face-to-face channel (telephone)
  • Satisfaction surveys
  • Complaints systems
  • Communication and dissemination campaigns

SPECIFIC RELEVANT ISSUES

  • Quality of service
  • Management of complaints, claims and incidents
  • Smart Grids
  • Network access and connection
  • Customer experience and satisfaction

Electricity generation and Customers

Specific channels

  • Digital channels (customer website, social networks, chat, Iberdrola Customers App, public recharge App)
  • Non-face-to-face channel (telephone)
  • Customer service points, pop ups
  • Satisfaction surveys
  • Communication and dissemination campaigns

Specific relevant issues

  • Customer experience and satisfaction
  • Complaints, claims and incident management
  • Smart solutions (Smart mobility, solar, home, climate)
  • Energy efficiency and tailor-made customer plans

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 circular economy)
  • Procurement, contract and payment conditions
  • New projects and installations
  • Traction campaigns

Communities

Specific channels

  • Media, web and social networks
  • Events, meetings and working groups
  • Partnership agreements
  • Network of institutional delegations in the Autonomous Communities
  • Consultations and procedures

Specific relevant issues

  • Social impact and contribution
  • Involvement of local communities and stakeholders in operations
  • Fostering relationships with institutions and organisations, agreements and partnerships
  • Awareness-raising, dissemination and training on specific sector issues
  • Equality and diversity
  • Regulatory frameworks in place 
  • Business remuneration
  • Public policy issues

Environment

Specific channels

  • Corporate website and reports
  • Inspections and audits
  • Partnerships, collaborations, events and conferences

Specific relevant issues

  • Biodiversity and natural resource management
  • Decarbonisation
  • 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..