Stakeholders Engagement

Stakeholder Engagement Framework

1. Classification and Analysis of Stakeholders

Classified stakeholders into major and minor stakeholders to analyze risks as well as direct and indirect impacts, and channels of appropriate participation in joint formulation of sustainability issues

2. Comments and Participation

Provided online and offline communications, including meetings in person, by directly responsible employees on a continuous basis, as well as channels for suggestions, complaints, survey of needs, satisfaction, commitment, focus groups, meetings, joint activities as stipulated by the process on a regular basis

3. Response

Formulated the process of response to needs and complaints of each group based on appropriateness, compactness, and complete, sufficient, and timely communication or disclosure of information. Formulated the process to appropriately sustain and analyze the received information, leading to development and improvement of internal processes

The stakeholders are divided into 9 major groups and Central Pattana has assigned specific sections to respond to participation in all stakeholders’ expectation and integrate significant issues derived from their comment and suggestion into improving service processes continuously. Central Pattana has increased more channels to communicate and participate with stakeholders as follow

Stakeholder Engagement Interest and expectations of stakeholder
  • Customers’ behavior survey for new projects by external experts
  • Annual customers’ online satisfaction survey
  • Facebook, Instagram, Youtube and Line Official Account (@Central life)
  • Quality of services
  • Safety and convenience of services
  • Reasons of selecting the services
  • Ability to respond to customer needs
  • Speed in receiving - sending messages
  • Online survey toward tenant’ satisfaction
  • Partner engagement meeting
  • Entrepreneurship development training
  • Tenants meeting in special events
  • Communicated with tenants via CPN Serve
  • Quality of services
  • Worthiness and efficiency in shopping center management
  • Convenience and safety of service
  • Convenient and speedy financial transaction channel
  • Sustainability assessment on management level
  • CG Individual Assessment form preparation for employees and management level
  • Conducted 360-degree performance reviews with supervisory level employees
  • Conducted the employee engagement survey or CG Voice
  • Training and seminar on capability development & leadership
  • Activities promoting health & organizational engagement
  • Corporate engagement activities through CPN GEN WE application
  • Conducted “HC We Care” employee engagement activities by employee group with appropriate channel
  • Conducted two employee engagement surveys (Pulse Surveys)
  • Conducted Town Hall Day
  • Held meetings through video conferencing and training via online platforms
  • Added communication features to Workplace and Workchat applications
  • Employees’ potential of being smart, conscientious & public service minded as called for by i-CARE values & CG
  • Employees’ wellness
  • Outside-work experiences suiting individual lifestyles
  • Proud to be a member of Central Pattana
  • Meeting with partners via appropriate channels
  • Consultation for new business models under Circular Economy with each supplier taking turns hosting
  • Business partner meeting
  • Self-assessment of business Partner
  • Executive meeting of Joint venture
  • Opinion survey and assessment of business partner meeting
  • Guidelines for sustainable joint business conduct
  • In-depth recommendations for joint-business innovations
  • Progress of business operations
  • Participation in & consultation on the environmental in cooperation Central Love the Earth Project
  • Participation in agricultural development and community development under Central Tham Project
  • Educate & share experience in safety and firefighting
  • Participation in volunteering activities including development of green spaces in select provinces
  • Participating in Central Green Activity, CPN Volunteer Activity and other CSR activities
  • Study visit, cooperating with community and local wisdom
  • Development for common benefit with communities
Public & educational sectors, NGOs & other social entities
  • Occasional consultation with public agencies
  • Hearing views of experts and judges of SET Sustainability Excellence Awards
  • Seeking and hearing comments from NGO administrators
  • Consultation on waste management & greening with Bangkok Metropolitan Administration (BMA), provincial municipalities & business/social networks
  • Opened sites for visit & shared knowledge with educational agencies
  • MOU meeting with public sectors, educational institutes and independent organizations
  • Participated in meetings with state agencies to develop prevention and remediation measures
  • Cooperation for knowledge management for common good
  • Cooperation for environmental resource management
  • Data exchange
  • Joint development of personnel
  • Survey of materiality issues from shareholders’ perspectives
  • Response to ESG assessment forms
  • Quarterly Opportunity Day
  • Information disclosure through
  • Annual report
  • Central Pattana’s business growth
  • Expectation for Central Pattana’s sustainable business
  • Consultation for uniting business stance and approach toward public policies and legislation
  • Communicating with specific group through social media such as LINE
  • Expectation for free & fair business competition
  • Speedy of news distribution specifically safety and the latest announced law and regulations related to business operations
  • Quarterly Opportunity Day
  • Information disclosure through
  • Annual report
  • Contact with financial administration unit
  • Held meetings through video conferencing
  • Analysis of Central Pattana’s credibility
  • Performance & future projects
  • Debt repayment potential