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, 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
  • Volunteer Channel and Single Employment Channel
  • Ethics mailbox

SIGNIFICANT ISSUES


  • Management and retention of talent (career plan, training, quality and maintenance of employment)
  • Company Values and principles of behaviour
  • Occupational risk prevention and health and safety training
  • 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
  • Road shows, Investor Day, Investor Relations App, Corporate reports
  • Shareholders' Ethics Mailbox

SIGNIFICANT ISSUES


  • Company's financial performance and ESG
  • Strategy and future plans
  • Political and regulatory situation in the markets in which Iberdrola has a presence
  • Share price and dividends
  • Sustainable finance

Regulatory entities

RELATIONSHIP CHANNELS


  • Telephone, mail, letters, corporate website, meetings
  • Workshops, events, debates
  • 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, 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, email, customer web page and visits
  • Satisfaction surveys
  • Customer service points, pop ups
  • 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
  • Smart products: Green charging, Smart Solar
  • Vulnerable customers

Suppliers

RELATIONSHIP CHANNELS


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

SIGNIFICANT ISSUES


  • Digital transformation: New Purchasing software
  • 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, digital media and blogs
  • Stakeholders panel

SIGNIFICANT ISSUES


  • Iberdrola engagement in the development of the communities in which it is present (Investments, innovation, collaboration programs, social projects)
  • Aspects relating to ethics and integrity
  • 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
  • Stakeholder involvement in operations
  • Gender and age diversity

Environment

RELATIONSHIP CHANNELS


  • Telephone, audio conferencing, email, 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)
  • Climate change and energy transition
  • Non-financial information reporting and transparency (sustainability indices and Sustainable Development Goals)