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 |
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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..