The policy sets out the following matters in detail:

• stakeholders and interested parties, and the methodology for identifying them;
• the forms, frequency and guiding principles of communication with stakeholders and interested parties;
• the mechanism for receiving and resolving requests and complaints;
• reporting information and ensuring feedback.

We have also approved an updated “Procedure for identifying stakeholder needs and handling requests and complaints” and successfully introduced a single online information system. The system makes it possible to receive requests and complaints in a more sophisticated way, resolve them promptly and record information accurately, so that stakeholders receive a clear and fast response.

If you would like to submit feedback, a request or a complaint while keeping your personal details confidential, you can use the online chat on the Company’s official website or call 7013-2279. Calls and enquiries received through these channels are handled and processed by an independent third-party operator. This fully removes any possibility of tracing or monitoring a caller’s personal information and provides reliable protection of personal data.

Employees, local residents, suppliers and members of the public can share feedback, requests and complaints through the following channels:

In addition:

• the methodology for identifying stakeholders and interested parties,
• and the process for handling requests and complaints

can be commented on through the channels below, and you can also raise matters in person at the local council or at our open days.

✅ We receive every comment and will report back on the outcome.