Stakeholder Engagement

Collaborating with a diverse group of stakeholders is at the heart of any retail operation. As one of the retail business operators, the Company gives great importance to developing relationships and enhancing the quality of life of all stakeholders, as well as taking into account the opinions from all parties.

To improve the organization in the future, the Company has divided the stakeholder groups as comprehensively as possible, taking into account their participation and impact on business operations. The Company has a communication model that uses different stakeholder engagements in order for each group to strengthen relationships, which is according to the principles of good corporate governance through various channels both internally and externally.

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Shareholders

Stakeholder groups

Shareholders

Expectations	The business grows profitably sustainably Good corporate governance Management with transparency Ability to create opportunities for challenges Effective risk management
Feedback from the company	Business operation that is transparent, verifiable and adheres to the principles of good governance Effective management to create confidence and maximum return Transparent, complete and continuous disclosure of information Provide accurate and complete financial information Abide by the commitment under the guidelines and legal context
Contact channel	Quarterly meeting to clarify investors Sustainability Report (Website) Disclosure of information through the annual report News notification through the Stock Exchange Shareholder meeting

Employees

Stakeholder groups

Employees

Expectations	Good compensation and benefits Stability and career advancement Development of latency, knowledge and ability Participation in the organization in terms of expressing opinions
Feedback from the company	Allocate good compensation and suitable welfare. Consider promotions and transfers Organize an equitable and fair performance appraisal system Provide training courses to meet business needs and keep up with changes Listen and take into account comments and suggestions for improvements
Contact channel	Annual vision announcement meeting Social media / email Annual Report and Sustainability Report (Website) Suggestions or complaints Annual survey of employee satisfaction and engagement with the organization

Business Partners

Stakeholder groups

Business Partners

Expectations	Equality in business Transparency in business Co-development of potential and growing together On-time administration and payments
Feedback from the company	Fair and transparent competition Transparent and fair business contracts Organize training courses to increase potential Accurate, complete and on-time payment schedules Organize and store partners’ information
Contact channel	Hold annual meetings Organize training sessions to increase knowledge for business partners. Also implement various activities to build good relationships between the Company and business partner networks Social media and email Suggestions or complaints Annual Report / Sustainability Report (Website)

Customers

Stakeholder groups

Customers

Expectations	Good products and services are of quality standards Deliver products and services on time. Good after-sales service Security of personal information
Feedback from the company	Good quality service and taking responsibility On-time delivery of good quality products Deliver great experience and service beyond expectation Develop a customer information management system to keep customer information private and secure according to international standards
Contact channel	Direct customer contact Customer Service Center Social media / email Annual customer satisfaction survey Suggestions or complaints

Creditors

Stakeholder groups

Creditors

Expectations	Good corporate governance Management with transparency Effective management strategies Ability to create opportunities during challenges Manage accurate financial information On time payments
Feedback from the company	Operate business with transparency and accountability under the principles of good governance Effective management, create confidence and maximum return Transparent, complete and continuous disclosure of information Abide by the commitment under the guidelines and legal context Provide accurate and complete financial information Pay all debts on time and supervise the quality of collateral
Contact channel	Quarterly investors meetings Sustainability Report (Website) Social media / email Suggestions or complaints Annual reports

Government Agencies

Stakeholder groups

Government Agencies

Expectations	Legal compliance and promoting good corporate governance in accordance with the principles of good governance Fair and equitable competition Support and cooperation In various activities Efficiently deal with complaints
Feedback from the company	Operate business with transparency, accountability and fairness that goes according to the law Disclosure of information that is transparent, complete and verifiable Compliance with laws and regulations to gain confidence Maintain quality management and build credibility Support and cooperation In various activities
Contact channel	Open for suggestions and exchange opinions regularly Organize activities with government networks Social media / email

Community and Society

Stakeholder groups

Community and Society

Expectations	Take into account the input from the community Take issues of safety and environmental impact seriously Handle complaints fairly Support and promote activities that benefit the community
Feedback from the company	Study, learn, understand and listen to feedback from the community and respond accordingly Consistent cooperation to meet the needs of the community according to the system Build acceptance to create unity with the community Create jobs, careers, and generate income for the community
Contact channel	Sustainability Report (Website) Social media / email Suggestions or complaints Organize activities with the community network