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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 Company’s customers

Method of Participation / Frequency

Annually
  • Meetings between executives and key customers
  • Satisfaction surveys (by external agencies)
  • Project progress monitoring
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 / Recommendations / Issues for improvement

  1. Timely, Continuous, and Consistent Information Updates
  2. Customer Satisfaction in Service Quality
  3. Climate Change Adaptation Measures
  4. Progress of Construction Projects
  5. Water Quality in Water Sources
  6. Service Performance of Company Employees
  7. Quality of Water Supply and Maintenance Services
  8. Engagement and Relationship-Building Activities
Impact on Stakeholders (The Company’s customers)
Timely and consistent information affect the Company’s customers’ business operations, as well as developing future water management plan to build confidence among the Company’s customers.

1.2 UU PCL.’s Customers

Method of Participation / 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 / Recommendations / Issues for improvement

  1. Maintain Stable 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

Method of Participation / 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 / Recommendations / Issues for improvement

  1. Construction Project Control Standards
  2. Social Contribution and Environmental Responsibility
  3. Collaborative Water Management
  4. Compliance with Laws and Regulations
  5. Control Measures to Prevent and Mitigate Environmental Impacts
  6. Project Planning Alignment with Government Construction Initiatives
  7. Public-Private Collaboration in Line with Government Policies
  8. Climate Change Adaptation Measures
  9. Progress of Construction Projects
  10. Water Quality in Water Sources
Impact on Stakeholders (Regulatory bodies and government agencies relevant for business operations)
Compliance with regulations and implementation of government measures, including cooperation in water management, affect the overall picture of integrated water management.

Method of Participation / 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 / Recommendations / Issues for improvement

  1. Company’s Energy Cost Reduction Strategies
  2. Progress of Construction Projects to Address Emerging Risks
  3. Future Sustainable Business Development Strategies
  4. Progress of Pipeline Replacement Construction Projects
  5. Business Operation Problem-Solving Strategies
  6. Competitive Measures Against Current and Future Market Rivals
  7. Corporate Information for Investment Decision- Making
  8. Engagement and Relationship-Building Activities
Impact on Stakeholders (Shareholders, Institutional Investors, Securities Analysts, and Financial Institutions)
Risk management and supervision of construction projects in accordance with the plan to promote sustainable business operations affect investment decisions of shareholders, institutional investors, securities analysts, and financial institutions.

Method of Participation / 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 / Recommendations / Issues for improvement

  1. Company’s Social Responsibility Activity Updates
  2. CSR Activities in Water Management (Domestic Water Supply)
  3. Increase Frequency of Engagement Activities
  4. Efficiency in Service Delivery, Problem Resolution, and Complaint Handling
Impact on Stakeholders (Communities and local government agencies)
  • Communicating company information and construction project plans accurately, promptly, and timely, affect the well-being and safety of the community.
  • Engagement and Relationship-Building Activities affect the community to understand the company’s business operations and improve the quality of life of the community.

Method of Participation / 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
  • Supplier/Contractor Meetings for Complaint Resolution and Follow-Up
  • Meeting on special day occasions
Monthly
  • Weekly Supplier / Contractor Meetings to Track Progress, Challenges, and Complaint Resolution
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
  • Anti-corruption policies
  • Declaration of intent to fight corruption
  • Supplier code of conduct for sustainable business development
  • Policy on safety, occupational health, and working environment
  • 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 / Recommendations / Issues for improvement

  1. Communication and Collaboration in Operations
  2. Efficiency in Service Delivery and Employee Performance
  3. Social Contribution and Environmental Responsibility
  4. 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

Method of Participation / Frequency

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

Expectations / Recommendations / Issues for improvement

  1. Good Corporate Governance
  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

Method of Participation / Frequency

Annually
  • Satisfaction and employee engagement surveys (by external agencies)
  • Sports to build employee relations between group companies
  • CG Day Event
More than 1 time / year or quarterly
  • Meetings with 2 Workplace Welfare Committees
  • CEO Town Hall with Employees
  • Engagement and Relationship-Building Activities
Monthly
  • Management meetings
  • Meeting with 2 committee on Safety, Occupational Health, and Working Environment
At any time or throughout the year
  • Receipt of employee complaints
  • Guidelines for Personal Data Protection of Employees and Job Applicants

Expectations / Recommendations / Issues for improvement

  1. Direction of the Company’s operations, Inter-division workflow and scope of work
  2. Efficiency in Internal Communication and Information Dissemination
  3. Career Advancement and Equal Growth Opportunities
  4. Work-Life Balance
  5. Employee welfare
  6. Engagement and Relationship-Building Activities
  7. Safety, occupational health, and working environment
Impact on Stakeholders (Executives and employees)
The Company’s operational direction, growth opportunities in the field, safety and welfare affect the quality of life of executives and employees.

6.3 Executives and Employees (UU PCL.)

Method of Participation / Frequency

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

Expectations / Recommendations / Issues for improvement

  1. Compensation and achievement recognition systems
  2. Talent retention
  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.)

Annually
  • Satisfaction surveys (by external agencies)
Annually
  • Press Conference
  • Media Appreciation
  • Engagement and Relationship-Building Activities
More than 1 time / year or quarterly
  • Site Visit Activities
  • Executive Interviews
At any time or throughout the year
  • Press Release
  • Communications and public relations via social media platforms such as the Company’s Website, Facebook, Line Official Account, and Line group
  • Congratulatory Participation on the Anniversary Celebration
  • Special Occasion Media Engagement Activities

Expectations / Recommendations / 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.