ENGAGEMENT CHANNELS AND RELEVANT ISSUES OF OUR STAKEHOLDERS

Our main channels for communication and dialogue

Every Stakeholder has its own engagement channels that guarantee fluid communications with the company.

Through this engagement channels and the permanent dialogue processes Iberdrola group identifies the most relevant issues for its Stakeholders.

In the Sustainability Report [PDF] and Integrated Report [PDF], Iberdrola explains its current response to all those issues and its future plans.

MAIN ENGAGEMENT CHANNELS AND RELEVANT ISSUES TO OUR STAKEHOLDERS

Workforce

RELATIONSHIP CHANNELS


  • Telephone, mail, web (intranet), meetings
  • Events, surveys, bulletins, newsletter, information screens, posters
  • Commissions, committees
  • Ethics mailbox

SIGNIFICANT ISSUES


  • Management and retention of talent (career plan, training, quality and maintenance of employment)
  • Occupational risk prevention and health and safety training
  • Employee benefits and pension plans

Shareholders and financial community

RELATIONSHIP CHANNELS


  • Telephone, mail, shareholders website, meetings
  • General Shareholders' Meeting, Shareholders’ Club, Shareholders' Bulletin
  • Road shows, Investor Day, Investor Relations App, Corporate reports
  • Shareholders' Ethics Mailbox

SIGNIFICANT ISSUES


  • Economic, social and environmental performance of the company and future plans
  • Political situation in the markets in which Iberdrola is present
  • Share price and dividends

Regulatory entities

RELATIONSHIP CHANNELS


  • Telephone, mail, letters, corporate website, meetings
  • Workshops, events, debates
  • Queries, procedures, information capsules

SIGNIFICANT ISSUES


  • Energy transition (energy efficiency, alternative energies, emissions reduction, etc.)
  • Present and future regulatory framework of the electricity sector
  • Remuneration to the businesses

Customers

DISTRIBUTION CUSTOMERS


RELATIONSHIP CHANNELS


  • Telephone, mail, customer website, meetings
  • Satisfaction surveys, claims systems, awareness- raising campaigns
  • Social media, mobile (apps, chat, etc.)

SIGNIFICANT ISSUES


  • Communication during supply incidents
  • Complaint management
  • Service quality

RETAIL CUSTOMERS


RELATIONSHIP CHANNELS


  • Telephone, mail, customer website, meetings
  • Satisfaction surveys, claims systems, customer service shops, sales force
  • Social media, mobile (apps, chat, etc.)

SIGNIFICANT ISSUES


  • Overall customer experience: channels, service, product offerings and complaints
  • Optimisation of power and consumption and impact on billing
  • Service quality

Suppliers

RELATIONSHIP CHANNELS


  • Telephone, mail, supplier website, meetings
  • Register and classification of suppliers, Supplier of the Year Award, satisfaction survey, stimulus campaigns
  • Suppliers' ethics mailboxes

SIGNIFICANT ISSUES


  • Iberdrola's role in the supply chain (ethics and CSR, stimulus campaigns, fostering of innovation)
  • Regulatory measures in each country
  • Commercial relations with suppliers (communication of strategy, award standards, contracting terms, payments and billing)

Media

RELATIONSHIP CHANNELS


  • Telephone, mail, corporate website, meetings
  • Press releases, events, visits to facilities
  • Social media

SIGNIFICANT ISSUES


  • Financial results and company strategy
  • Operational and corporate governance performance and social impact of the activity
  • Present and future industry regulation

Society

RELATIONSHIP CHANNELS


  • Telephone, mail, corporate website, meetings
  • Partnership agreements, reports, events, working groups, visits to projects
  • Social media

SIGNIFICANT ISSUES


  • Iberdrola engagement in the development of the communities in which it is present (investment, innovation, collaboration programmes and projects)
  • Relationship and contribution of the company in institutions and other representatives of society
  • Awareness-raising, disclosure and training on specific industry issues and other issues of social interest

Environment

RELATIONSHIP CHANNELS


  • Telephone, mail, corporate website, meetings
  • Reports, sustainability surveys, inspections, audits
  • Alliances, collaborations, events, conferences, roadshows

ASUNTOS RELEVANTES


  • Environmental performance of the company and its facilities (environmental investments, biodiversity, environmental footprint, circular economy and water management)
  • Environmental performance of the company and its facilities (environmental investments, biodiversity, environmental footprint, circular economy and water management)
  • Report and transparency of non-financial information (sustainability indices)