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.

MAIN ENGAGEMENT CHANNELS AND RELEVANT ISSUES TO OUR STAKEHOLDERS

Workforce

RELATIONSHIP CHANNELS


  • Telephone, mail, web (intranet), meetings, interviews and roadshows by audio/videoconference
  • Remotely held events, surveys, bulletins, newsletter, information screens, posters
  • Commissions, committees
  • Volunteer Channel and Single Employment Channel
  • Ethics mailbox

SIGNIFICANT ISSUES


  • Prevention of occupational hazards and training in matters of health and safety, especially with relation to the COVID-19 pandemic
  • Digitalisation and cybersecurity
  • Management and retention of talent (career plan, training, quality and maintenance of employment, diversity and equal opportunities)
  • Company Values and principles of behaviour
  • Employee benefits and pension plans

Shareholders and financial community

RELATIONSHIP CHANNELS


  • Telephone, postal address, email, shareholder web page, meetings and exclusive OLA channel
  • General Shareholders' Meeting, Shareholders' Club, Shareholders' Bulletin
  • Meetings and roadshows by audio/videoconference
  • Investor's Day, Investor Relations App, corporate reports
  • Shareholders' Ethics Mailbox

SIGNIFICANT ISSUES


  • Company's financial performance and ESG
  • Strategy, Company evolution and investment plans
  • Political, regulatory and financial situation in the markets in which Iberdrola is present and, in particular, the effects of the COVID-19 pandemic
  • Share price and dividends
  • Sustainable/green financing

Regulatory entities

RELATIONSHIP CHANNELS


  • Telephone, email, letters, corporate website
  • Meetings, workshops, events, discussions by audio/videoconference
  • Queries, procedures, information capsules

SIGNIFICANT ISSUES


  • Transition to a carbon-neutral economy (decarbonisation of the electricity sector, electrification, energy efficiency, etc.)
  • Current and future energy sector regulatory framework
  • Business remuneration

Customers

DISTRIBUTION CUSTOMERS


RELATIONSHIP CHANNELS


  • Telephone, email, corporate website, digital channels (customer website, app), in-person meetings and via audio/videoconference
  • Satisfaction surveys
  • Communication and publicity campaigns
  • Social media, mobile (apps, chat, etc.)

SIGNIFICANT ISSUES


  • Customer experience in all processes
  • Communication during supply incidents
  • Complaint management. ISO 10002 certification
  • Implementation of the new features on digital channels

RETAIL CUSTOMERS


RELATIONSHIP CHANNELS


  • Telephone, email, customer web page, meetings, events and virtual forums, satisfaction surveys meetings
  • Customer service points, pop ups
  • Social media, mobile (apps, chat, etc.)

SIGNIFICANT ISSUES


  • Overall customer experience: service on traditional and digital channels, bills, offers of made-to-measure plans and solutions, simpler operations using digital methods and complaints
  • Vulnerable customer
  • Optimisation of power and consumption and impact on billing
  • Service quality
  • Smart Solutions: Green charging, Smart Solar, Smart Home, Smart Clima

Suppliers

RELATIONSHIP CHANNELS


  • New supplier registration and classification platform, satisfaction survey, traction campaigns
  • Online tendering system and supplier support centre
  • Telephone, email, supplier website, meetings by audio/videoconference
  • Suppliers' ethics mailboxes
  • Annual Reports

SIGNIFICANT ISSUES


  • Responsible supply chain and sustainability improvements (ethics, human rights and CSR, traction campaigns, innovation driving, reporting and transparency of non-financial information)
  • Commercial relations with suppliers (stability, communications on strategy and organisation, information on tendering procedures, adjudication criteria, contracting conditions, prices, funding, payments and invoicing)
  • Digital transformation: New Purchasing software
  • Regulatory measures in each country

Media

RELATIONSHIP CHANNELS


  • Telephone, email, corporate website, meetings by audio/videoconference
  • Press releases
  • Events by audio/videoconference
  • Social media

SIGNIFICANT ISSUES


  • Financial results and company strategy
  • Operational and corporate governance performance
  • Present and future of sector-specific regulation
  • Impact and social contribution of the Company, especially with regard to the crisis arising from the COVID-19 pandemic
  • Ethics, integrity and transparency

Society

RELATIONSHIP CHANNELS


  • Telephone, email, corporate website, meetings by audio/videoconference
  • Partnership agreements
  • Reports, events, working groups, by audio/videoconference
  • Social media, digital media and blogs
  • Priority service channels
  • Network of Institutional Delegations in autonomous communities

SIGNIFICANT ISSUES


  • Iberdrola engagement in the development of the communities in which it is present (strategy and investments, innovation, collaboration programs, partnerships, social projects), in line with the Sustainable Development Goals (SDGs)
  • Relationship and contribution of the company in institutions and other representatives of society
  • Development of collaborations and synergies to find solutions to the COVID-19 pandemic and measures to protect the most vulnerable
  • Awareness-raising, disclosure and training on specific industry issues and other issues of social interest
  • Stakeholder involvement in operations
  • Gender and age diversity
  • Role of the energy transition in the economic recovery after the pandemic

Environment

RELATIONSHIP CHANNELS


  • Telephone, audio conferencing, email, corporate website, meetings, by audio/videoconference, reports
  • Sustainability surveys
  • Alliances, Inspections, audits
  • Collaborations, events, conferences, roadshows by audio/videoconference

ASUNTOS RELEVANTES


  • Energy transition and alliances for the Green Recovery
  • Environmental performance of the company and its facilities (environmental investments, biodiversity, environmental footprint, circular economy and water management)
  • Climate change and integration of renewable energies into the electricity system
  • Sector regulation and public environmental policies
  • Innovation and new business models for clean and sustainable energy
  • Non-financial information reporting and transparency (sustainability indices and Sustainable Development Goals)

 

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] and the Integrated Report [PDF].