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Each year, through questionnaires, internal stakeholders, represented by the ESG CXO-level working group, fill out surveys and hold meetings. Externally, opinions from stakeholders such as shareholders/investors, employees, customers, media, and communities/NGOs (includes vulnerable groups) are collected through the official website and physical meetings are held. In 2023, a total of 696 valid online questionnaires were collected, and one physical meeting was held, inviting 23 representatives from eight stakeholder groups for opinion exchange.
The questionnaire content evaluates the degree of concern regarding the positive/negative impacts of sustainability issues on stakeholders. The results serve as a reference for Taiwan Mobile’s annual material issues. The performance of stakeholder communication is reported annually to the CXO-level ESG Working Group, supervised by the Board-level ESG Steering Committee, and ultimately approved by the Board of Directors. The results are disclosed in the annual sustainability report.
Taiwan Mobile ensure effective implementation of our stakeholder engagement programs, including tracking of grievances:
| 2021 | 2022 | 2023 | |
|---|---|---|---|
| grievances | 1243 | 903 | 769 |
| Response rate (within 15 days) | 99.6% | 99.3% | 99.9% |
- *Note
TWM has established dedicated communication channels for the different type of local stakeholders to address and respond to the demands of stakeholders.
