Our engagement with stakeholders is intrinsic to the way we do business. In line with our commitment as a
telecommunications provider, we strive to understand the expectations of our stakeholders. In our attempt to
determine the issues most material to the Group, we are guided by the inclusivity, materiality and responsiveness as
defined by the AA1000 Principle Standard.
We constantly engage with our full range of stakeholders in multiple ways. Our goal is to see that their feedback helps
us shape the ways we implement our sustainability processes within the Group. Each stakeholder has an important
role to play in improving our sustainability operations in the different facets of our business. In looking at materiality,
we engage with those divisions within the Group that in turn engage with each relevant stakeholder.
At Axiata, we fully adhere to the principles of economic, environmental and social sustainability as they complement
our vision to deliver optimum value to our stakeholders. We know that quality engagement with our stakeholders helps
us to address and respond to their changing expectations and needs. We engage with our stakeholders in many ways,
through surveys, websites, social media, market research, briefings and meetings.
The Group’s current stakeholder engagement practice is provided in the table below:
Stakeholder Group Types of Engagement
Frequency Focus areas
Customers
• Customer Satisfaction via Net Promoter
Score (NPS)
Annually
Customer experience,
product affordability
and network availability
Employees
• Employee Engagement Survey (EES) by
Towers Watson (an independent research
agency)
• Town hall meetings
Annually
Quarterly
Career development,
employee feedback,
employee
communication
Shareholders
• Annual General Meeting (AGM)
• Investor Roadshows
• Meetings with the Top 100 investors
• Analyst Meetings
On going
Business performance
and strategy, social
responsibility initiatives
Regulators and
Government
Authorities
• Compliance with the Malaysian
Communications and Multimedia
Commission (MCMC)
• Compliance with Bursa Malaysia
On going
Information security,
PDPA, pricing, tax
issues
Suppliers
• Request for Proposals (RFP)
• Supplier Code of Conduct
• Vendor Survey
On going
Payment practices,
delivery and definition
of vendor performance
Media
• Media Survey
• Media Releases/Conferences
Annually
Quarterly
Company performance,
strategy, future
business aspirations
Community
• AYTP
• Axiata’s Sustainability Programmes
On going
Social requirements and
specific feedback on
programmes
Stakeholder
Engagement
G4-24
G4-25
G4-26
G4-27
axiata
group berhad
sustainability report
2014
018 019
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