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.

ENGAGEMENT CHANNELS AND RELEVANT ISSUES TO OUR STAKEHOLDERS

ENGAGEMENT CHANNELS

  • Mixed subcommittees and committees
  • Employee Portal (Intranet)
  • Global employee office
  • Satisfaction surveys
  • Subject-specific meetings, events and conferences
  • Newsletters, reports, bulletins, etc.
  • Informational screens at offices
  • Ethics mailbox

RELEVANT ISSUES

ENGAGEMENT CHANNELS

RELEVANT ISSUES

ENGAGEMENT CHANNELS

  • Consultation and official formalities with various regulatory entities
  • Relationship through industry organisations
  • Meetings and direct contacts
  • Participation in workshops, events, debates, etc.
  • Preparation of informational memos

RELEVANT ISSUES

  • Remuneration schemes (generation, storage and/or distribution) in Europe, the U.S. and Brazil
  • Goals for energy efficiency, use of alternative energies and reduction of emissions in Europe and the U.S.
  • Internal consumption in Europe, the U.S., Mexico and Brazil
  • Auction of generation and transmission lines in Mexico and Brazil
  • Capacity mechanisms in Europe

ENGAGEMENT CHANNELS

  • On-site (customer service points) and off-site channels for direct customer service
  • Digital channels (websites, social media, sms, mobile apps)
  • Customer satisfaction surveys
  • Relationships with consumer associations
  • Awareness-raising campaigns
  • Systems for claims and complaints

RELEVANT ISSUES

  • Aspects relating to billing (information, comprehension and amount)
  • Issues relating to the customer's overall experience (attention received, channels, claims management, etc.)
  • Supply quality
  • Services allowing for reduced consumption
  • Vulnerable customers

ENGAGEMENT CHANNELS

  • Supplier portal
  • Satisfaction surveys
  • Supplier of the Year Award
  • Supplier registration and classification processes
  • Supplier involvement campaigns
  • Participation in responsible procurement events
  • Suppliers' ethics mailboxes

RELEVANT ISSUES

  • Standards for award and contract and payment terms
  • Ethical behaviour and CSR
  • Information on Iberdrola's strategy
  • Industry regulatory measures
  • Supplier stimulus campaigns
  • Fostering of innovation
  • Stability in commercial relationships

ENGAGEMENT CHANNELS

RELEVANT ISSUES

  • Iberdrola's strategy
  • Economic, operational and corporate governance performance
  • Investment and economic impact in each of the countries and communities
  • Energy policy and industry regulation
  • Service quality
  • CSR plans

ENGAGEMENT CHANNELS

  • Direct relations with State institutions and heads of the various government administrations
  • Active presence within business and industry organisations; academic and educational institutions; organisations related to innovation, etc.
  • Participation in events, conferences and working groups
  • Reports and summaries
  • Visits to facilities
  • Cooperation agreements

RELEVANT ISSUES

  • Alignment with SDGs
  • Transparency and improvement of the social and environmental performance of the company and its facilities
  • Iberdrola's investments in each of the countries
  • Iberdrola's contribution to the community
  • Encouragement of innovation, information or training on energy issues
  • Support of the company for most vulnerable groups through specific programmes and projects
  • Encouragement of activities of public and private entities in the economic/business, social and environmental areas

ENGAGEMENT CHANNELS

  • Sustainability index surveys
  • Participation in events, conferences and roadshows
  • Reports and summaries
  • Inspections and audits
  • Alliances and collaboration agreements
  • Visits to facilities

RELEVANT ISSUES