2 O 1 4 C O R P O R A T E R E S P O N S I B I L I T Y

Bank’s
Stakeholders
2
 2
Bank’s Stakeholders • Table of Contents

Letter from
2.1. Identification of Stakeholders the Chairman of the
Y

G4-25a
Management Board
T

of Bank Millennium
I

Stakeholder groups have been selected following a mapping The survey was completed by the people running the company’s
L

process. This process was conducted based on the results units with highest involvement in the implementation of
1 Bank Millennium
I

of internal survey to determine the influence of respective the Bank’s CSR policy. This way, key Stakeholders of the Bank
B

Stakeholder groups in the Bank and the Bank’s influence Millennium Group were selected. They include Clients,
Bank’s
I

on those Stakeholder groups. Employees, Investors, Business partners, Social environment,

2 Stakeholders
S

Regulators and Market Supervision and the Natural

N

Environment.
Safety
3
O

Stakeholder mapping of Deposited

Funds
P
S

high
Impact of Bank Millennium Group on Stakeholders

Employees
4 Clients
• Customers
E

Shareholders •
R

• 5 Investors
E

Market Regulators
Society
Environment Competitors Suppliers and Supervision
• •
T

• • • Business
medium
A

6 Partners
Auditors
R

NGO Financial
• Business CSR •
O

analysts
organizations analysts
• • • 7 Employees
P

Students
•
R

Media
• Public opinion
O

• 8 Society
low
C

low medium high

Impact of the Stakeholders on the activity of Bank Millennium Group Natural

9
4

Environment
focus inform monitor support
1

• About this Report

O

• Contact
2

• GRI Content Index

23
2
Bank’s Stakeholders 2.1. Identification of Stakeholders

• Table of Contents

Letter from
the Chairman of the
Y

Stakeholders of Bank Millennium Group G4-24a

Management Board
T

of Bank Millennium
I
L

1 Bank Millennium
I
B

Bank’s
I

2
Customers Stakeholders
S
N

Safety
3
O

of Deposited
Funds
P

Suppliers Environment
S

4 Clients
E
R

5 Investors
E
T

Business
A

6 Partners
R

Market
O

Employees Regulators 7 Employees

P

and Supervision
R
O

8 Society
C

Shareholders Natural
9
4

Environment
1

• About this Report

O

• Contact
2

• GRI Content Index

24
2
Bank’s Stakeholders

• Table of Contents

Letter from
2.2. Dialogue with Stakeholders the Chairman of the
Y

G4-26a
Management Board
T

of Bank Millennium
I

The Company carries out a documented dialogue with The feedback from Stakeholders is received from the following
L

key Stakeholder groups, aimed at learning their opinions sources:

1 Bank Millennium
I

and expectations from their cooperation with the Bank.

B

Communication channels with Stakeholders Bank’s

I

•Branches 2 Stakeholders
S

•Website
•Internet banking
N

•Infoline Safety
•Meetings
3
O

of Deposited
•Satisfaction surveys
Funds
P

•Claims
•General Meeting
Customers
S

of Shareholders
•Roadshows 4 Clients
E

•Conferences •Intranet
•Meetings •Community discussion board
R

•Stock exchange •In – house magazine

and press announcements •Internal meetings
5 Investors
E

•Website •Satisfaction surveys

•E-mail •Evaluation system
T

•Phone calls •Corporate events

Shareholders Business
A

6
and analysts Employees Partners
R
O

7 Employees
P
R
O

8 Society
C

Natural
9
4

Environment
1

Society Suppliers • About this Report

O

• Contact
2

•Cooperation
with social organizations
•Periodic meetings
•Phone calls
• GRI Content Index
•Educational projects •E-mail
•Conferences with NGO
25 •Meetings
2
Bank’s Stakeholders 2.2. Dialogue with Stakeholders

• Table of Contents

Letter from
Key issues stemming from dialogue with Stakeholders (1/2) G4-26a G4-27a the Chairman of the
Y

Management Board
T

of Bank Millennium
Stakeholder Communication channels Frequency of dialogue Topics raised Bank’s actions Details
I
L

Investors and Analysts Shareholder Meeting Once a year Transparent activity, Observance of external Investors 1 Bank Millennium
I

Roadshows and conferences Several times a year quick and easy access standards for listed companies,
B

to information about Compliance Policy, ensuring

Meetings Several hundred times a year
the Bank transparency and security Bank’s
I

Stock exchange Ongoing

of operations, quick exchange 2 Stakeholders
S

communication and press of information through multiple

N

releases communication channels Safety

3
O

Contact through Internet, Ongoing with Shareholders of Deposited

e-mail, phone Funds
P
S

Clients Branches, Internet Ongoing High quality of products Running quality improvement Clients 4 Clients
E

and mobile banking, and services offered, ethical projects, introducing solutions
R

Internet, marketing and selling practices, in response to client needs,

Hotline, fair consumer practices, safety application of ethical selling 5 Investors
E

Complaints of deposited funds, ease procedures, ensuring safety

T

Product and service Monthly/quarterly of communication with the Bank, of client funds and ability
improvement in the operation to contact the Bank quickly Business
A

satisfaction surveys /yearly and ad hoc

of products and processes 6 Partners
and customer service
R

quality surveys
O

Meetings with clients More than ten times a year

7 Employees
P
R

Employees Intranet, social site for Ongoing Stability of employment Regular monitoring of goals Employees
O

employees, other internal and professional development included in the HR policy, 8 Society
C

publications opportunities, fair salary surveying the needs,

Corporate meeting Once a year and rewards, responding motivation and satisfaction
Natural
to requests submitted of employees, allowing 9
4

with the participation Environment

of the Management Board by employees employees to express their
1

opinion through different

Employee evaluation system Once a quarter • About this Report
O

communication tools
Satisfaction and motivation Once a year • Contact
2

surveys
• GRI Content Index

26
2
Bank’s Stakeholders 2.2. Dialogue with Stakeholders

• Table of Contents

Letter from
Key issues stemming from dialogue with Stakeholders (2/2) G4-26a G4-27a the Chairman of the
Y

Management Board
T

of Bank Millennium
Stakeholder Communication channels Frequency of dialogue Topics raised Bank’s actions Details
I
L

Periodic meetings Several hundred times a year Fair rules for selecting and Use of objective procedures Suppliers 1 Bank Millennium
I

Telephone, e-mail Ongoing cooperating with Suppliers for selecting Suppliers; timely
Suppliers
B

performance of agreements
Bank’s
I

2 Stakeholders
S

Offers of cooperation Several hundred times a year Supporting social projects Merit-based and financial Society
N

by the company and employees support for social projects; Safety

Contests and training for Several dozens a year
3
O

of Deposited
Social environment students encouraging employees to take
Funds
P

part in social and volunteering

Conferences with Several dozens a year
campaigns
S

representatives of the social

4 Clients
E

side and NGOs

R

Cooperation with Universities A few times a year

5 Investors
E

Environmental rankings Several dozens a year Reducing the negative impact Monitoring and lowering Environment
T

Environmental reports More than ten a year on the environment, impact on the environment,
Environment Business
A

environmental education environmental education

for state administration 6 Partners
of clients and employees programs
R

authorities
O

7 Employees
P
R
O

8 Society
C

Natural
9
4

Environment
1

• About this Report

O

• Contact
2

• GRI Content Index

27