CHAPTER 2 A future-proof company

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Our long-term strategic objectives could not be achieved without the trust of our stakeholders. In this sense, we work to build strong, transparent relationships that bring value to each of them.

2.6 STAKEHOLDERS

Having the trust of our stakeholders and strengthening relationships is a must for the company. With this aim, our management system provides the general action framework and procedures to prioritise and manage relationships so as to mitigate risks and identify opportunities to improve.

We have a consistent approach to stakeholder identification including yearly consultations of their expectations.

Stakeholders Needs and expectations identified Communication channels

Shareholders

Financial and operational performance Key Investment Decisions ESG progress Key Management appointments Key risks, disputes, and mitigations

Representation on governing bodies Specific communications

Customers

Commercial terms Quality and safety of products and services Security of supply Fair treatment

Satisfaction measurement and complaint handling systems Customer care service Service Now Ethics Channel Social media Business website

Employees

Stable, quality employment Flexibility Good work environment and conditions Future strategy and investments Equal conditions and opportunities Gender equality

MAX Virtual Assistant Ethics and Compliance Channel Organisational Health surveys Corporate intranet Internal communication processes

Society

Environmental impact Safety of facilities Discharge and waste management Contribution to the community and job creation Impacts of the activity Collaboration agreements Good-neighbourship Social action Tax

Community and Neighbourhood Committees Open days Public consultations Email boxes Local social management teams Ethics and Compliance Channel Corporate website Social media Trade Unions Associations, voluntary organisations and initiatives

Suppliers

Commercial terms Business relationship Level playing field Contract and transaction security Communication Digitalisation

Supplier portal on the corporate website Satisfaction surveys Email boxes and support centres Supplier Day Ethics and Compliance Channel

EXPECTATIONS IDENTIFIED AND COMMUNICATION CHANNELS OPEN WITH KEY STAKEHOLDERS