4 Strengthening stakeholder relationships

Stakeholders

GRI 102-40 GRI 102-42 GRI 102-43 GRI 102-44

We define as stakeholders, those individuals or groups that can be considerably impacted by our actions, products, and services. In turn, we are completely cognisant of how our stakeholders’ perceptions and actions can impact our own endeavours to meet our strategic goals.

We maintain a number of formal mechanisms to remain linked to our stakeholder groups as illustrated on page 69 (refer online for more details). In addition, we also share responsibility for such linkage across the Organisation at every point of contact with our stakeholders.

It is only through meaningful dialogue with our key stakeholder groups that we can better understand and address their needs and concerns while balancing the distribution of value created.

Effective stakeholder engagement compels us to be future ready, as we continue to work on improving our business model and strategic planning processes based on the feedback we receive from our stakeholders.

Stakeholder	Method of Engagement	Frequency	Key Expectations and Concerns	Response (Refer)
Customers	One-to-one meetings	As and when required	Product diversity Service quality Customized products Product pricing and investment rates Efficient and speedy transactions/processing and responding time Product information Alternative payment plans Legal terms and implications Confidentiality of sensitive data Customer complaint / grievance handling mechanism Going concern Financial literacy Brand awareness	Augmenting customer experience
	Customer surveys	Once in two years
	Feedback forms	Periodically
	Official website	Regularly
	Marketing and propaganda campaigns	As and when required
	Press and electronic media	As and when required
	Networking events	Periodically
	CSR Projects	Periodically
	Social media	Periodically

Suppliers	Supplier registration	Annually	Quality specifications Delivery instructions Ethical procurement practices Timely payments Measures to develop SME suppliers including loans at exclusive rates Advocacy of best business practices Integrity and responsibility	Achieving execution excellence
	Desk reviews	As and when required
	Site visits	As and when required
	Networking events	Periodically
	Self-assessment questionnaire	Annually

Investors	Annual General Meeting	Annually	Ensure sustainable earning growth Healthy financial returns Exploiting growth opportunities Timely payment of returns/dividends and capital gains Enhance value creation Integrity and responsibility	Promoting efficient resource use
	Annual Report	Annually
	Interim financial statements	Quarterly
	Updates	As required
	Corporate website	Ongoing
	Corporate disclosure to CSE	As required
	Presentations and road shows	As required
	Investor forums	As required
	Corporate affairs department	As required
	Stakeholder survey	Annually
	Press releases	As required

Employees	Operational guidelines	Continuously	New system developments New products and services Changes in operational procedures Changes in interest rates Performance based rewards Focused training Career progression Work life balance and wellbeing Grievances Employee satisfaction Employee benefits Recognition for outstanding contribution in implementation of CSR initiatives	Achieving execution excellence
	Code of conduct	Continuously
	Open door policy interactions	As and when required
	Staff meetings	Periodically
	Intranet	Regularly
	Staff circulars, memos and e-mails	Regularly
	Company newsletter	Quarterly
	Training evaluations	Periodically
	Performance appraisals	Annually
	Networking events	Periodically
	Welfare events and activities	Periodically
	Employee satisfaction surveys	Periodically
	Corporate Forum for strategic planning	Annually
	Whistleblowing	As required
	Staff volunteerism in CSR

Local Community	Discussion with local government authorities	As and when required	Appreciation of staff volunteered CSR initiatives Customized products Financial literacy Infrastructure/service improvements Assistance during natural disasters Scholarships to support education\Access to finance Products and services Needs of local community Impact of implemented CSR initiatives Monitoring of CSR Public/private partnerships Awareness and training Continuity of initiatives Stakeholder engagement	Embodying responsible stewardship
	Discussion with non-government agencies, associations and community based organisations	As and when required
	Discussion with religious dignitaries	As and when required
	‘Aruna’ Newsletter	Quarterly
	Community grievances	As and when required
	Discussions with village and opinion leaders	As and when required
	Meetings/Conferences	As and when required
	Networking events	As and when required
	Training/awareness programmes	As and when required
	Strategic outreach CSR	Ongoing
	Philanthropic initiatives	Periodically
	Mobile educational campaigns