Stakeholder Engagement
Key Performance in 2023
CP ALL was voted as the Best Company, including Top votes in the Best CEO, Best CFO, IR Program, IR Professional, ESG and Company Board categories in the Consumer/Staples business group of the Rest of Asia (ex-China and Japan) countries, accolades reputable among fund administrators and over 6,5OO Thai and foreign analysts
CPRAM receives the Outstanding Human Rights Model Organization Award 2O23 for a 3rd consecutive year
Makro and Lotus’s received the international award “HR Asia Best Companies to Work for in Asia 2O23”
2000 million Baht
In collaboration with the Ministry of Commerce, SMEs, and farmers, public living expense burdens were reduced through lower prices of goods and services by over
Key Progress in 2023
Enhanced processes to foster stakeholder engagement
In collaboration with the Ministry of Commerce, SMEs and farmers,
product and services prices have been reduced by a total of 151,676 items in the following categories: food and beverage, necessities, agriculture associated, medical service, car repair and
maintenance service, and shipping/parcel management
Significantly Affected Key Stakeholders
Supporting the SDGs
SDG 8 Promote sustained, inclusive and sustainable economic growth, full and productive employment and decent work for all
8.8 Protect labour rights and promote safe and secure working environments for all workers, including migrant workers, in particular women migrants, and those in precarious employment
SDG 16 Promote peaceful and inclusive societies for sustainable development, provide access to justice for all and build effective, accountable, and inclusive institutions at all levels
16.7 Ensure responsive, inclusive, participatory and representative decision-making at all levels
16.10 Ensure public access to information and protect fundamental freedoms, in accordance with national legislation and international agreements
Performance Against Goal
2030 Goal
80All key stakeholder group engagement level
Progress against goals
Risks and Opportunities
In performing convenience retail business activities, potential encroachment towards life quality of local shop may raise concerns and cause conflicts between communities and the organizations. This occurrence may tarnish organizational image and disrupt businesses. However, if the Company maintains effective stakeholder management through corporate governance transparency, stakeholder requirement considerations, support for ideas expression, and fair treatment among involved parties according to human rights principles, good relationships are established with confidence from society, communities, and all stakeholder groups throughout the supply chain in an approach to enabling sustainable development and organizational growth.
Management Approach
The Company integrated principles according to the AA1OOO SES standard as a framework for stakeholder engagement processes and doubles as channels to receive stakeholder business opinions and suggestions in both normal and crisis situations. Suggestions and grievances are accepted through channels which cover all 3 dimensions of sustainability issues. This allows the Company to establish operational frameworks to effectively satisfy stakeholder expectations and adjust guidelines in sustainability report preparation. Stakeholders can be divided into 9 main groups.
Customers
Suppliers, including goods or service providers and creditors
Communities and society
Employees and their families
Opinion leaders, including media and NGOs
Business partner consist of landlord, store partner and sub area
Goverment sector, including national-level and local-level agencies
Shareholders and investors
Trademark licensors
Partnership with all sectors at the national and international levels
The Company participated in collaborative networks of national and international organizations in driving sustainable development goals and promote critical corporate sustainability management issues. This is achieved through collaboration in drafting standards, project planning and initiation, activities, exchange of opinions and information, participation in evaluation and operations progress reporting as follows:
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| Corporate Governance and Anti-Corruption | Human Rights and Labor Practices (Occupational Health and Safety & Labor Practices) | Human Capital Development | Responsible supply chain management | Social Impact and economic contribution | Good Health and well-being | Climate Resilience | Efficient use of resources and Energy | Sustainable packaging management | Sustainable waste and surplus food management | |
| UN Global Compact |
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| CDP |
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| Global Compact Network Thailand: GCN |
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| The Thai Institute of Directors Association (IOD) |
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| Collective Action Against Corruption (CAC) |
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| Chamber of Commerce and Board of Trade of Thailand | ||||||||||
| CONNEXT ED Foundation |
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| Higher education network, Public vocational education network and Private vocational education network |
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| Thailand Carbon Neutral Network: TCNN |
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| Network of the Ministry of Natural Resources and Environment |
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| Scholars of Sustenance Foundation (SOS) Thailand |
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| VV ShaVV Share Foundationre Foundation |
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| Thailand Environment Institute |
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Creating engagement Meet the expectations of stakeholders
The company has established communication and participation formats for all 9 groups of stakeholders as follows:
1. Customers
| Forms of participation with stakeholders | Stakeholder expectation example | Company response approach example |
|---|---|---|
| • Receiving opinions through various channels such as - 7-Eleven customer relations (Call Center) Tel. O 2826 7744, O 2711 7744 - Website and online community - 7-Eleven store • Poll and customer interview |
• Innovation and service standards - Service through - service minded staff and enthusiasm to assist - Assortment Select the products to matched with client requirements - Value through promotional media publicizing offering benefits and value - Environment through shop conditions - Quality through quality and freshness - Cleanliness |
• Ease access for consumer goods through developing both offline and online retail channels, transportation systems and various payment channels • Facilitate a good in-store atmosphere • Signature service and greeting service project • Develop products and services that satisfy quality and safety standards • Assess standards in stores, retail centers, and operating areas |
| • Products which support the community, including community made products | • Support agricultural products, community agricultural products, community products, community enterprise products or local products (OTOP) |
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| • Participation in environmental and societal activities | • The "Public Spirit: Community Development and Relationship Building" project • Activity “Just don't accept = plant trees” |
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| • Conduct business through transparency and good corporate governance principles | • Communicate and provide information regarding nutrition, product usage including nutrition, energy, fat, sugar and sodium labels (GDA) • Product recall upon discovery of non-conforming products |
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| • Leakage of customer contact information and confidential data, by authorized employees may lead to customer property lost | • Establish policies and practices for personal data protection • project to raise awareness of personal data protection |
2. Suppliers, including goods or service providers and creditors
| Forms of participation with stakeholders | Stakeholder expectation example | Company response approach example |
|---|---|---|
| Suppliers, providers of goods or services: • Conduct supplier satisfaction survey annually • Organizing meetings, seminars and declaring organizational policy direction • Visit suppliers and acknowledge opinions or complaints • Performance appraisal consulting and potential development • Organize seminars to disseminate knowledge with all supplier groups regarding sustainable development • Supplier Relations Call Center O 2826 7771 |
• Clear communication of goals, systems, regulations, and business plans for collaboration to enable mutual growth | • Communicate policies and practices for sustainable procurement, ethics and guidelines for awareness among all suppliers • Joint Business Plan: Create joint business plan with strategic suppliers |
| • Conduct business with transparency according to the principles of good corporate governance, anti-corruption, fair procurement, including fair negotiating contracts, prices, and fair payment conditions | • Establish sustainable procurement policies and guidelines for business suppliers • Train and educate suppliers on responsible business conducts • Establish criteria for evaluating potential and qualifications in selecting new business suppliers which cover business priorities and sustainability • Projects to promote, educate and support SMEs and contractor groups in joining the declaration of intention in the fight against corruption alongside the Institute of the Coalition Against Corruption of the Thai private sector |
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| Human Rights and Labor Practices • Safety and environmental rights conducive for transportation • Employment rights, fair compensation sufficient for living |
• Freight transport safety management project • In-depth technical support program to increase occupational health management potential and transportation contractor safety • Promote the evaluation of living expenses through the supplier risk assessment program |
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| • Promote and develop competitive potential, growth, increasing distribution channels, access to technology, innovation, and responsible business operations according to ESG concepts |
• SMEs potential development and advice project • 7 SME Support Center Project • “MAKRO HORECA ACADEMY (MHA), a one-stop companion for restaurant entrepreneurs" • Program 3 provides sales channels, knowledge and development, and connections |
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| • Responsible supply chain management, ESG, in addition to appropriate cost management | • Screen and assess ESG risks • Improve ESG performance among suppliers • Integrated demand and supply chain management • Develop and co-create new products, services, and innovations together with allies/suppliers to increase diversity and efficiency of operations |
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| • Knowledge exchange to comply with government policies, laws, rules and regulations | • Good business administration governance training projects through E-Learning systems | |
| • Collaboration to reduce environmental impacts throughout the supply chain in the production, delivery, and product sales processes | • Environmentally friendly packaging development project • Reuse packaging Project • Recruit and develop low carbon products Project • Energy Efficiency Project • Renewable energy proportion increase project • Electric vehicle proportion increase within the transportation system project |
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| Trade creditors: Joint meetings | • Payments are timely and complete | • Payment through installments or credit term with conditions adhering to the principle of accuracy, transparency, punctuality |
3. Communities and society
| Forms of participation with stakeholders | Stakeholder expectation example | Company response approach example |
|---|---|---|
| • Receive opinions and concerns through various channels including - 7-Eleven Customer Service Center (Call Center) Tel. O 2711 7744 - Website and social media - 7-Eleven stores - Comment box in front of the subdistrict administrative organization distribution center • Conduct stakeholder group trust surveys once per annum • Field visits to distribution center communities every quarter • Community relations activities according to communities surrounding factories and 7-Eleven stores during festivals or annual community meetings • Announcement, and public relations media |
• Respect for human rights and fair worker treatment in issues of safety, customer health, and transportation management | • Freight transport safety Management Project • Develop quality products and services to safety standards accepted both locally and internationally • Inspect store standards and recall products if products are found to be substandard • Inspect the environment inside and outside the store |
| • Create a good quality of life, reduce inequality for communities and society, including creating opportunities for cooperation with local businesses, which has a positive impact on the economy and community well-being | • "Promotion and Development of Community Enterprise, Farmers, and Small Business Owners" (ALL SME MARKET PLACE) • The Royal Project purchased produce • Direct product sourcing from farmers (Non Khwao Model) project • Employment of local employees and contractors • High potential SMEs and community enterprise project recruitment for distribution at offline and online 7-Eleven stores • Volunteer spirit to develop and build relationships with the community project • Community relations and disaster relief project • A Better Life Project (Create a life for society) |
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| • Develop and promote products and services to provide consumers and community members with better health, nutrition, and well-being, including vulnerable groups with access to safe food and water | • Community health center project • “Chef Cares Ready Meal” Health food products project • “Product research and development for consumers who are health conscious (VG For Love)” Project (continuous) • Elderly food project • Develop quality products and services which adhere to both local and international safety standards • CPRAM We Care project: Caring for the community • Khon Dee CPRAM x Krua Rak Arhan SOS Project • “Food for Those in Need” for the 6th consecutive year Continuous • Surplus food donation to foundations project |
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| • Support access to education for the underprivileged through developing professional skills | • Connect ED of Education Project • Scholarship program for youth to study at Panyapiwat Technological College (PAT), Panyapiwat Institute of Management (PIM) |
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| • Participate in environmental care for community well-being, which includes garbage and waste management preserve and restore biodiversity. | • Ton Kla Rai Tang Project • “Planting Forests, Growing Futures” project • Project to share clean water with farmers • Electric vehicle proportion increase within the transportation system project |
4. Employees and families
| Forms of participation with stakeholders | Stakeholder expectation example | Company response approach example |
|---|---|---|
| • Two-way communication and seminars for employees at various levels, including team power, Get Together • One-way communication through Intranet system, internal journal, daily news notification via digital channels, including CP ALL Connect • Receive opinions and complaints through various channels including - Bell ringing channels 748 times - Channels for receiving complaints including electronic mail, postal service, information centers, Company online media, etc. • Annual satisfaction and engagement survey • Store manager level employee happiness survey • Participation through innovation presentation platforms, contests, risk identification and assessment • The operation of the Company's Welfare Committee oversees 1OO% of employees |
• Transparent business operations with principles of good corporate governance, anti-corruption, and customer data security | • Good governance projects to create a new generation of leaders: Mister & Miss Good Governance • Corporate governance projects entailing surveys of Thai listed companies in 2O23 • Communication projects to provide knowledge and create awareness campaigns |
| • Provide knowledge, capacity development and job advancements including required future skills | • Human rights principles are integrated as guidelines for employees to promote equal opportunities and diversity • Prepare and develop leaders through appropriate training and knowledge of skills and interests • Employee potential development and retention including: - Career advancement improvement system projects • Improve performance management system (ALL Perform) |
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| • Work processes which enabled increased abilities and effectiveness in operations and service, including reduction of unnecessary employee working hours and communication process between supervisors and the team | • Service innovations development • Innovation contest project • Productivity program • Organizational culture change • Digital technology implementation to improve work processes including O2O, IT Platform, artificial intelligence (AI) |
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| • The right to safety, good physical health, mental health, and a conducive environment for operations and services | • Security risk assessment and determining risk management measures • Driving employee safety promotion project • Prepare facilities and operation areas according to labor standards and implement good labor practices • Holistic Health & Well-Being project • CP ALL Health Care Center • Stretching to reduce ailments project |
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| • Provide rewards and incentives for good deeds, creating good impressions, and attention to customer service | • Establish leave rights and various benefits to promote good health of employees and their families • 24 Hour Goodness DNA project • Reward & Recognition project |
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| • Participation in climate change adaptation, environmental protection, and global warming reduction | • Plastic bottle made employee shirt project • Energy Efficiency Project for 7-Eleven stores, distribution centers, and factories • “WE GROW for ALL, we grow for everyone” project • Koh Samui and Koh Phangan Food Waste Management Project |
5. Opinion Leaders, including media and NGOs
| Forms of participation with stakeholders | Stakeholder expectation example | Company response approach example |
|---|---|---|
| Non-Governmental Organization: NGO and Civil Society Organization: CSO • Receive and exchange viewpoints through discussion and collaboration forums inclusive of participating in various activities • Support activities or corporate projects on issues consistent with the framework of sharing, opportunities creation and the Company’s sustainability goals • Foster good relationships through meetings, discussions, and continuous news and information exchanges |
• Develop SMEs and various community enterprise production skills and market opportunities expansion • Increase SMEs products varieties in 7-Eleven stores • Support cooperation between civil society and business sectors for sustainability in concrete reduction of greenhouse gases, including comprehensive community waste management and sustainable agriculture • Create understanding and receive community and civil society concerns through communication which provides accurate information, including organizing channels to accept opinions and promptly resolve concerns • Promote the quality of life and education among various vulnerable groups |
• Collaborate with civil society organizations to develop farmers' potential for production and distribution of products consistent with demand • Support produce and products distribution to create income for farmers and various vulnerable groups, including projects to share sales space in front of 7-Eleven stores • Collaborate with civil society organizations and communities to implement comprehensive waste management projects in pilot areas • Sustainable agriculture project • Support forums for exchanging information and preparing sustainable development plans for civil society networks at the provincial level • Open to inquiries, complaints, and suggestions directly from civil society organizations to clarify information or promptly resolve challenges prior to escalation • Programs to promote and support access to quality education |
| Mass Media • Support and participate in media activities • Provide scholarships to professionals in the field of mass media through the Master of Communication Arts Program, Panyapiwat Institute of Management (PIM) • Annual media promotion program - Best Digital News of the Year Award - Thailand Good People Award for Social Media Creation - “Anti-Corruption Awards” Promote Anti-Corruption • Interviews and media information provisions • Co Project with Media/Influencer project • Influencer press team visit to SMEs businesses and farmers, in addition to social activity participation • In-depth interview and group discussion • Exchanging knowledge through seminars to jointly communication strategies |
• Promote sustainable agriculture and management of waste from cultivation or livestock | • Sustainable Agriculture Program |
| • Community development or community activities | • Public consciousness project to develop and construct community relationships | |
| • Communication to enable understanding and reduce conflicts with communities and promptly resolve specific problems. | • Communicate correct information through all media channels, including social media, mass media, and Company online channels, including the creation of good relations with all stakeholder and employee groups | |
| • Maintain and restore the environment in addition not promoting sustainable environmental solutions | • Project to increase efficiency in reducing energy consumption and renewable energy usage in 7-Eleven stores, distribution centers, and factories | |
| • Respect human rights and fair labor treatment in managing and controlling businesses ethically and responsibility | • Encourage establishments to operate according to labor standards and good labor practices • Adhere to human rights principles as guidelines for employees, including the promotion of diversity and equal opportunities among all employees |
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| • Packaging management for a sustainable environment aligned with government circular economy policies, for maximum reuse efficiency | • Announcement of packaging policy spanning from design processes to packaging which considers environmentally friendly materials, materials reduction and replacement, and post-consumption management which considers product life cycle under the strategy "7 Go Green" | |
| • Conduct business with transparency according to good corporate governance, anti-corruption and ESG principles • Consider personal information security |
• Establish corporate governance policy and maintain strict policy compliance • Consider shareholder equality and protect shareholder and investor interests |
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| • Offering product varieties with high quality, standards and good service which satisfies needs • Implementing sustainable product delivery and logistics |
• Select and develop products for health • Improve and develop services regularly • Developing online commerce enabling various transportation systems and payment channels to assist consumers in accessing products more conveniently |
6. Business Partners consisting of Landlord, Store Partner and Sub Area
| Forms of participation with stakeholders | Stakeholder expectation example | Company response approach example |
|---|---|---|
| Landlord: • Communication and grievances channels - Providing information and receiving grievances through the complaint handling unit Call Center 1,168 times • Annual satisfaction survey • Public dissemination of news via SMS and Email • Visit venue owners at least quarterly • Send SMS greetings on various occasions • Send SMS to notify you of the advance rental fee • Send SMS to inform date of land and building tax payment receipt • Linking 7-Eleven Application to provide services to residents in each real estate project (Delivery & All Online) • Support various activities |
• Continue business cooperation according to good governance principle • Public relations and clarification of the Company’s news on policy |
• There is a system to monitor, follow up and resolve complaints • Elevate the survey of leasers’ satisfaction with the Company • Visit venue owners at least once a quarter to strengthen relationships • Publicly disseminate news via SMS and E-mail • Support venue owner activities inclusive of special groups and strategic suppliers |
| • Promptly receive rent | • Establish system to promptly pay rent | |
| • Uphold proper maintenance of rental property both during the lease term and prior to contract termination • Maintaining the environment around stores and communities |
• Determine measures to maintain rental property and surrounding environment | |
| Store Partner: • Annual engagement survey • Communication and grievances channels - Providing information and receiving grievances through Call Center 729 times - Quarterly satisfaction • Monthly journal • SBP MALL website channel • CP ALL Connect channel • Meetings, seminars, and activities • Announcement of the Company policies and directions to store partners |
• Continuing business cooperation according to good governance principles • Business stability, business expansion, and continuous joint business operations • Receive cooperation and resolve issues promptly |
• Communicate guidelines and principles regarding good governance and business ethics |
| • Promotion of competitiveness and business management • Providing knowledge and creating business management awareness according to sustainable development framework to prepare for future change • Public dissemination of clarification regarding Company news and policies |
• Promotion, supervision and training of business operators to increase management capacity • Product cost management and operations • Developing a variety of products to satisfy market needs • Sharing of information and press release |
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| • Efficient management with clear communications to support mutual growth • Developing innovations for customers and society and improving organizational agility to keep up with global situations |
• Supporting store partners in terms of business succession to enable business operations sustainability • Online to Offline (O2O) platform development • Innovative community financial services • Continuous development of the “ALL PharmaSee” application for health lovers |
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| • Promotion of competitiveness and business management including sales generation and digital services on the O2O platform | • Training to provide knowledge through the “Own sales managers” course and the “Custom shop charm” course to support Company O2O strategy |
7. Government sector, including national-level and local-level agencies
| Forms of participation with stakeholders | Stakeholder expectation example | Company response approach example |
|---|---|---|
| Signed a memorandum of understanding (MOU) to create a cooperative network with government agencies through • Project/activity support, cooperation, and assistance with government agencies • Participate as a committee in government projects to share opinions and openly construct positive relationships • Contact and coordinate government services and receiving business visits • Participate in the development and utilization of plastic waste in conjunction with the National Environment Board through the "Circular Economy” project |
• Strict compliance with relevant laws and regulations in accordance with human rights principles | • Revise and establish comprehension of legal and local regulations and subsequent application to business operations • Comply with relevant laws or regulations according to human rights principles |
| • Fair business practices with suppliers | • Establish clear policies related to transactions and prevent conflicts of interest | |
| • Become a role model for businesses to demonstrate their social and environmental responsibility • Development with the community and support for student education |
• Present perspectives through associations and formation of various trade groups • Support initial assessment by government and related sectors regarding sustainability development groups • Volunteer spirit to develop and build relationships with the community project • Support education and create opportunities to access quality education • Build relationships and providing community disaster relief project |
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| • Develop and promote products and services to provide consumers and society members with better health, nutrition, and well-being | • Healthy product development and selection project to manage nutrients added, reduced, or devoid according to laws or accepted standards • Provide information labeling nutrition (GDA) • Community health center project |
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| • Promote careers and income for farmers and SMEs and creating quality life through reducing inequalities in communities and society |
• 7-Eleven alongside Thai farmers project • SME promotion and support project • Business Accelerator Project Season 3 • Project Big Brother Season 7 |
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| • Sustainable packaging management enabling maximum efficiency in recycling and reuse • Innovative production in conducting business according to sustainable production policy and awareness creation to adapt to climate change |
• “Reduce and replace single-use plastic” project • Choosing reusable packaging (Reusable Packaging) project • Recycled materials packaging (Recycled Material) project • “Eco-design” project • Post-consumer packaging reuse program • Environmentally friendly coffee shop project (Green Coffee Shop) • Tonkla Rai Tung project expansion to schools, community networks and entrepreneurs |
8. Shareholders and investors
| Forms of participation with stakeholders | Stakeholder expectation example | Company response approach example |
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| • Brief performance to analysts and institutional investors (Analysis Meeting) every quarter • Brief the performance of foreign investors (Global Investor Conference) every quarter • Brief business performance with the Stock Exchange of Thailand’s "SET Opportunity Day" to general investors every quarter • Quarterly Management Discussion and Analysis Report • Annual general meeting of Shareholders • Financial statements • Form 56-1 One Report, Annual Report • Sustainability report • Prospectus, documents, information media • Communicate information through various channels including website, telephone, e-mail, fax, and letter • Roadshow activities both domestic and international • Field visits to shops, the Company factories, and warehouses • An independent third-party assessment to reflect the Company as quality securities, with value and sustainability both nationally and globally, such as IOD, Thai Investors Association, SET, DJSI, FTSE Russell, MSCI • Provide information to the Credit Rating Agency to assess the credit rating of the Company's debentures • Provide information to state statistical and economic agencies |
• Business performance and growth stability and societal acceptance | • Manage business growth, reduce risks, and increase transparency |
| • Transparency in operations through disclosing complete, adequate, and efficient business performance information, both financial and non-financial, to assist investors in decision making | • Accept opinions from shareholders and investors for consideration when determining Company strategy and management approach • Establish clear policies on related transactions and prevent conflicts of interest |
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| • Good corporate governance and consideration of Minority Shareholders interests in addition not responsibility towards consumers and stakeholders | • Establish corporate governance policy and strict compliance • Provide equality to shareholders and protect the interests of shareholders and investors |
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| • Received “excellent governance” evaluation by the IOD and the Thai Investors Institute • Selected as a leading member of the country and the world, included in the list of sustainable stocks, S&P CSA DJSI, FTSE4 Good Index, MSCI, etc |
• Elevate and increase efficiency of operations according to the principles of good governance • Amend various policies and guidelines related to corporate governance, anti-corruption, sustainability, environment, and society for alignment with international standards |
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| • The Company's securities are in market demand, traded on the secondary market in addition to securities value in the secondary market reflecting a fair price at a minimum | • Established an investment relations unit responsible for providing information to both Thai and foreign investors and analysts. The analysis is written so that the Company's securities are always in market demand | |
| • Conduct business responsibly according to sustainable development guidelines encompassing environmental, social and governance (ESG) issues | • Determining sustainability guidelines, goals, metrics and program framework | |
| • Communicate business operations transparently | • Organize a “CP ALL: Analysts’ Meeting - via VDO CONFERENCE system to report operating results of the Company and companies with the CP ALL Group to analysts and investors • Organize shareholders' meetings via electronic media (E-Meeting) in accordance with the Electronic meeting Act and related announcements, including limiting the number of directors, executives, and meeting organizers at the live broadcast location |
9. Trademark licensors
| Forms of participation with stakeholders | Stakeholder expectation example | Company response approach example |
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| • Meetings when requested • Publications, letters, information media |
• Strictly abide by contracts and relevant conditions • Establish brand strength through products and services, inclusive of creating a positive experience in various areas which satisfy or exceed customer expectations • Cooperation in implementing sustainability • Information and business knowledge exchanges • Sales, profits and business growth |
• Comply with conditions stipulated in preliminary contracts from respective agencies, maintain accuracy through supervision from legal department • Pay royalties within the period specified in the contract • Exchange best practices between licensees and trademark owners at organized meetings or electronically • Create a positive brand image and consistently maintain good trademark reputation • Establish positive business relationships through support for activities and provide assistance through collaborative ESG projects |
