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Key Stakeholder Involvement

(Disclosure 2-29)

East Water analyzed its groups of stakeholders from its work processes and prioritized them based on 2 factors namely stakeholders’ influence on the Company and impacts of the Company’s operations on its stakeholders.

Thus, 9 groups of stakeholders were categorized as follows: 1. Customers 2. Regulatory bodies and government agencies relevant for business operations 3. Shareholders, Institutional Investors, Securities Analysts 4. Financial Institutions 5. Communities and local government agencies 6. Suppliers 7. Board of Directors, Executives and Employees 8. Tenant and 9. Mass Media. Relevant units responsible for communication channels as well as strategic planning and action plans to respond to specific expectations of key stakeholder groups were as follows:

1.1 The Company’s customers

Engagement Methods / Frequency

Annually
  • Meetings between executives and key customers
  • Satisfaction surveys (by external agencies)
  • Project progress follow-up
Based on the Company’s projects or each activity or complaint
  • Meetings with customers to offer total water solutions and recommendations regarding project
More than 1 time/year or quarterly
  • Satisfaction surveys (by internal units)
  • Water meter inspection
  • Preventive maintenance
  • Water Usage Planning Survey
  • Daily Water Quantity and Quality Report
Monthly
  • Water War Room Keyman meetings
  • Customer meetings
  • Water quality analysis reports
At any time or throughout the year
  • Customer meetings
  • Customer complaints
  • Communication and public relations via social media platforms such as the Company’s Website, Facebook, SMS, Microsoft Teams, and Line group
  • Meetings on special day occasions
  • Water situation report

Expectations / Suggestions / Issues for Improvement

  1. Timely, Continuous, and Consistent Information Updates
  2. Responsiveness to customers’ needs regarding service quality
  3. Quality of water supply services and control room operations
  4. Quality of maintenance services
  5. Provision of information regarding water quality and water situations
  6. Building good relationships between customers and the Company
  7. Water situation and long-term forecasts of reservoir water volume
  8. Collaborative water management and drought prevention and mitigation measures
  9. Raw water quality
Impact on Stakeholders (The Company’s customers)
The stability of water supply, water quality, and timely information directly affect the production processes of the Company’s customers.

1.2 UU PCL.’s Customers

Engagement Methods / Frequency

Per each service or each price enquiry/tender or one time at first contract signing
  • Satisfaction surveys (by external agencies)
At any time or throughout the year
  • Customer complaints
  • Communication and public relations via social media platforms such as the Company’s Website, Facebook, SMS, Microsoft Teams, Line group etc.
  • Meetings on special day occasions

Expectations / Suggestions / Issues for Improvement

  1. Maintain Stable Tap Water Pressure in Distribution
  2. Tap water quality
  3. Enhance Communication Efficiency
  4. Company Staff Service and Responsiveness to Customer Needs
Impact on Stakeholders (UU PCL.’s customers)
Tap water quality control and responding to customers’ needs affect quality of life of UU PCL.’s customers

Engagement Methods / Frequency

Annually
  • Studies on climate forecasts based on different climate models
  • Satisfaction survey (by external agencies)
Based on the Company’s projects or each activity or complaint
  • Implement Measures to Control Construction Project Impacts
More than 1 time/year or quarterly
  • Meetings with government agencies and water users
  • Engagement and Relationship-Building Activities
Monthly
  • Water War Room Keyman meetings
  • Meetings with government agencies
At any time or throughout the year
  • Studies and compliance with requirements, rules, regulations, and laws
  • Communications and public relations via social media platforms such as the Company’s Website, Facebook, Line Official Account, and Line group
  • Meetings on special day occasions

Expectations / Suggestions / Issues for Improvement

  1. Planning for the management and development of the water pipeline network
  2. Reduction of community impacts from the Company’s operations
  3. Public communication regarding water management, water development planning, and social activities
  4. Water situation and long-term forecasts of reservoir water volume
  5. Collaborative water management and drought prevention and mitigation measures
  6. Water Quality in Raw Water Sources
Impact on Stakeholders (Regulatory bodies and government agencies relevant to business operations)
Cooperation in water management with government agencies and communities affects the overall picture of integrated sustainable water management.

Engagement Methods / Frequency

Annually
  • Annual General Meeting of shareholders (AGM)
  • Satisfaction surveys (by external agencies)
More than 1 time/year or quarterly
  • Management Discussion and Analysis sessions
  • Site visit activities
  • Bank relationship building activities
At any time or throughout the year
  • Activities to communicate corporate performance to investors/shareholders such as Roadshow, Company visits, Conference calls, etc.
  • Q&A sessions via telephone, Line Official Account and E-mail

Expectations / Suggestions / Issues for Improvement

  1. Corporate information for investment decision-making (investment information and water management issues in the Eastern region)
  2. Activities that allow investors to receive timely information for future investment planning
  3. Resolution of water management issues
  4. Progress of Construction Projects to Address Emerging Risks
  5. Care for and development of the quality of life of upstream communities
  6. Measures to address future competitors
  7. Opportunities for organizational growth and business expansion
  8. Meetings between executives and banks to exchange information on the Company’s business
Impact on Stakeholders (Shareholders, institutional investors, securities analysts, and financial institutions)
Water management strategies and plans to address future competitors, together with timely information, build confidence among shareholders and affect the investment decisions of shareholders, institutional investors, securities analysts, and financial institutions.

Engagement Methods / Frequency

Annually
  • Satisfaction surveys (by external agencies)
Based on the Company’s projects or each activity or complaint
  • Public relation activities for projects
  • Follow-up meetings on community-related issues and solutions
  • CSR activity assessments
More than 1 time/year or quarterly
  • Meetings with government agencies and groups of water users
  • Engagement and Relationship-Building Activities
  • Site visit activities
Monthly
  • Life quality and environmental improvement activities for communities
At any time or throughout the year
  • Studies and compliance with requirements, rules, regulations, and laws
  • Communications and public relations via social media platforms such as the Company’s Website, Facebook, Line Official Account, and Line group
  • Meetings on special day occasions

Expectations / Suggestions / Issues for Improvement

  1. Establish an effective internal communication system within the Company to ensure clear, accurate, and timely information dissemination
  2. Develop diverse communication channels with stakeholders
  3. Organize activities or projects to improve quality of life in various areas such as water conservation, environment, and education
  4. Efficiency in Service Delivery, Problem Resolution, and Complaint Handling
  5. Support for communities in addressing water-related issues such as water shortages and water quality management
Impact on Stakeholders (Communities and local government agencies)
Community quality-of-life development projects and water-related problem-solving affect the quality of life of communities and help build understanding and acceptance from the communities.

Engagement Methods / Frequency

Annually
  • Engagement and Relationship-Building Activities
  • Satisfaction surveys (by external agencies)
  • Site visit activities
Based on the Company’s projects or each activity or complaint
  • Written notifications and follow-up on complaint resolution
Monthly
  • Written notification in cases where past performance evaluation results do not meet the required standards, with scores below 60.00%
Per each service or each price enquiry/tender or one time at first contract signing
  • Clarification meetings for scope of work worth 1 million Baht up
  • Notification of the Company’s policies
  • Declaration of intent to fight corruption
  • Supplier code of conduct for sustainable business development
  • Notification of personal data processing
At any time or throughout the year
  • Communications and public relations via social media platforms such as the Company’s Website
  • Registration of new suppliers

Expectations / Suggestions / Issues for Improvement

  1. Procurement processes and financial systems
  2. Communication and coordination
  3. Engagement and Relationship-Building Activities
Impact on Stakeholders (Suppliers)
The provision of information, as well as procedures and processes in procurement, affect the operations of the suppliers.

6.1 Board of Directors

Engagement Methods / Frequency

More than 1 time/year or quarterly
  • Site visit activities
Monthly
  • Board of Directors and Subcommittees’ meetings

Expectations / Suggestions / Issues for Improvement

  1. Transparent and accountable operations conducted with integrity and clear anti-corruption practices
  2. Complaint Management
  3. Systematic Risk Management
  4. Sustainable Business Growth
  5. Sustainable Supplier Management
  6. Quality of Products and Services
  7. Climate Change Adaptation Measures
  8. Changes in Water Quality in Water Sources
  9. Environmental Management
  10. Human Rights and Fair Labor Practices
  11. Personnel care and development towards national water organization
  12. Safety, occupational health, and working environment
  13. Progress of Construction Projects
  14. Operations that do not affect communities and the environment
  15. Community well-being improvement projects

6.2 Executives and Employees

Engagement Methods / Frequency

Annually
  • Employee satisfaction and engagement surveys (by external agencies)
  • CG Day Activities to promote awareness of good corporate governance
  • New Year appreciation activities for employees
Based on the Company’s projects or each activity or complaint
  • Training, learning, and personnel Development programs
  • Improvement of welfare and promotion of equality in accordance with human rights principles
  • Activities to promote knowledge and behavior related to safety, occupational health, and working environment for employees (in collaboration with the Safety Unit)
More than 1 time/year or quarterly
  • Meetings with 2 Workplace Welfare Committees
  • CEO Town Hall with Employees
  • Employee Engagement and Relationship-Building Activities
Monthly
  • Management meetings
  • Meeting with 2 committee on Safety, Occupational Health, and Working Environment
  • Cross-functional meetings
  • Communication of training and seminar plans for employees at various levels
Per each service or each price enquiry/tender or one time at first contract signing
  • Communication of project or activity updates through the internal intranet
At any time or throughout the year
  • Receipt of employee complaints through various channels
  • Guidelines for Personal Data Protection of Employees and Job Applicants
  • Career path management handbook
  • Human resource management guidelines
  • Performance management system handbook
  • Human resource management guidelines
  • Internal examinations for cross-functional career development
  • Development of internal learning resources enabling employees to learn anytime and anywhere

Expectations / Suggestions / Issues for Improvement

  1. Career opportunities and professional development
  2. Working atmosphere and environment
  3. Teamwork and relationship building
  4. Employee welfare and quality of life
  5. Safety, occupational health, and working environment
Impact on Stakeholders (Executives and employees)
Career growth opportunities, safety, and welfare affect the quality of life of executives and employees.

6.3 Executives and employees (UU PCL.)

Engagement Methods / Frequency

Annually
  • Employee satisfaction and engagement surveys (by external agencies)
More than 1 time/year or quarterly
  • Meetings of 1 Workplace Welfare Committees
Monthly
  • Management meetings
  • Meeting of 1 committee on Safety, Occupational Health, and Working Environment
At any time or throughout the year
  • Receipt of employee complaints

Expectations / Suggestions / Issues for Improvement

  1. Compensation and achievement recognition systems
  2. Talent retention system
  3. Personnel development system and knowledge resources
  4. Healthcare and safety for employees
Impact on Stakeholders (Executives and employees (UU PCL.))
Employee capacity development, remuneration and safety affect the quality of life of executives and employees (UU PCL.)

Engagement Methods / Frequency

Annually
  • Satisfaction surveys (by external agencies)
  • Media appreciation activities
Based on the Company’s projects or each activity or complaint

Based on the projects

  • Issuance of press releases
  • Press Conference
  • Engagement and Relationship-Building Activities

When complaints arise

  • Press conferences and/or exclusive interviews
More than 1 time/year or quarterly
  • Site Visit Activities
  • Executive Interviews
Per each service or each price enquiry/tender or one time at first contract signing
  • Issuance of press releases
At any time or throughout the year
  • Public relations news
  • Communication and public relations through social media such as the Company’s Website, Facebook, Line Official Account, and Line group
  • Special Occasion Media Engagement Activities such as anniversaries, seminars, merit-making events, and birthday celebrations

Expectations / Suggestions / Issues for Improvement

  1. Adequacy and Presentation of Information
  2. Communication Efficiency
  3. Knowledge and Ability to Provide Clear and Relevant Responses
  4. Image as an Expert in Comprehensive Water Management of the country
  5. Engagement and Relationship-Building Activities
Impact on Stakeholders (Mass Media)
The accuracy and completeness of information impact the media’s ability to present news effectively.