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
   Human rights
   Sustainable Development Goals 

Relevant channels and issues specific to each stakeholder group

Workforce

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

Regulatory entities

SPECIFIC CHANNELS

  • Consultations and procedures
  • Websites and info-pills
     

SPECIFIC RELEVANT ISSUES

  • Current and future regulatory frameworks for the energy sector
  • Business remuneration
  • Public policy issues
  • Quality of supply

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

Suppliers

SPECIFIC CHANNELS

  • Platform for registration and classification of suppliers
  • Satisfaction survey
  • 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

The media

SPECIFIC CHANNELS

  • Corporate website
  • Notes / Press releases
  • Events and meetings
  • Social media
     

RELEVANT ISSUES SPECIFIC

  • Economic and financial performance
  • New investments, projects and facilities
  • Social impact and contribution
  • Environmental and corporate governance issues
  • Equality and diversity

Society al large

SPECIFIC CHANNELS

  • Media and social networks
  • Events and working groups
  • Collaboration agreements
  • Network of institutional delegations in the autonomous communities
     

RELEVANT ISSUES SPECIFIC

  • Iberdrola's impact on the development of communities (employment, investments, taxes, local purchases...)
  • Involvement of local communities and Stakeholders in operations
  • Fostering relations with institutions and organisations, agreements and partnerships
  • Awareness-raising, dissemination and training on sector-specific issues

The 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..