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
   Electricity prices
   Vulnerable customers and universal access to energy
  Strategy, investment plans, financial outlook and regulatory changes
   Respect for human rights, local comunnities and just transition
   ESG Performance and Sustainable Development Goals 
   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
  • Community surveys
  • Specific Community Panel
  • Ethics mailboxes and other grievance mechanisms at the facilities

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..