Stakeholder Engagement | Fubon Financial

Fubon Financial Holdings has identified eight primary stakeholders, and the status of stakeholder communications is reported to the board of directors twice a year.

	Communication Frequency and Channel	Issues of Concern	Response
Competent Authorities	Occasional participation in seminars and briefings held by competent authorities Operating data compiled and revenue reported monthly as required by competent authorities CPA-audited financial statements released quarterly Annual report and sustainability report issued annually; shareholders meeting held annually	Corporate governance and ethical management ESG risk management Information security	Named as a constituent of the Taiwan Stock Exchange’s “Taiwan Corporate Governance Top 100 Index” seven times in a row (2015-2021) Participated in a Taiwan Stock Exchange meeting to discuss third-party verified content of sustainability reports compiled and reported by companies in the financial services and insurance sectors Took part in test planning of Taiwan taxonomy standards for sustainable finance
Suppliers	Supplier CSR training and a CSR conference with suppliers organized annually CSR evaluation of suppliers conducted annually Information shared with suppliers on Fubon’s participation in supply chain ratings and awards won	Corporate governance and ethical management Compliance and anti-crime measures Information security	CSR training organized for suppliers was centered around a digital course on GHG emissions management; after completing the course, suppliers were allowed to compete in bids for Fubon contracts 2021 supplier evaluation process involved 206 suppliers, a participation rate of 94%, up 2 percentage points from 2020. Supplier CSR Conference held in 2021 at which results of the supplier evaluations were explained and recommendations on management improvements were given; also, best performers received commendations Shared with suppliers that Fubon was selected to the CDP Supplier Engagement Leaderboard in 2020, giving them a feel for global supply chain management trends
General Public	Radio programs and publications produced regularly Occasional events held by foundations CSR mailbox	Regulatory compliance and anti-crime measures Low-carbon operations Multifaceted philanthropic platform	Participated in the 2021 Sustainable Finance Forum and discussed the actions Fubon has taken on sustainable finance and their results >Participated in the Global Views Leaders Forum in 2021 and discussed Fubon’s ESG practices Was invited by National Chengchi University’s Department of Advertising to talk about Fubon’s promotion of its Run for Green initiative to tie marathon runs to tree-planting >In response to global calls for net-zero emissions by 2050, Fubon held a “Run for Green” press conference announcing its commitment to go green Organized a “Mask” value creation experience, at which visitors could see how discarded masks could be turned into mobile phone charging pads; the event promoted circular economy values, the importance of recycling waste, and other sustainability concepts. Embraced the United Nations Sports for Climate Action framework by communicating sustainability values to participants of sports events organized and sponsored by Fubon
Community NPO/ NGOs	Activities and donations publicly shared on foundations’ websites Foundations and community exchanges facilitated through Fubon’s annual gifts and premiums program	Corporate governance and ethical management Customer relationship management Multifaceted philanthropic platform	Organized the “Fubon Globalization Forum” with National Taiwan University’s Risk Society and Policy Research Center to discuss the transition to net-zero emissions by 2050; representatives from the private and public sectors, academia, and NPOs were invited to offer insight on climate and net-zero issues Visited ESG experts in various fields to get advice on sustainability Was invited to the “Green Footrace Forum,” discussed Fubon’s Run for Green initiative and efforts to use its financial influence to promote greener competitions; also connected with sports clubs and associations Engaged with NPOs/NGOs through Unity Sustainability Services’ Sustainability iLab
Shareholders/ Investors	Revenues reported monthly Investors conference held quarterly Participation in domestic/ foreign investor forums to discuss the Company’s finances and business Contact persons, email addresses for investors posted on Investor Relations and Stakeholders web pages	Corporate governance and ethical management ESG risk management Tax governance	Organized 120 meetings with investors Reported shareholder opinions every quarter and strengthened the management of our communications with shareholders Participated in investor forums organized by Goldman Sachs, Citigroup Global Markets Taiwan Securities, J.P. Morgan , BoA, CLSA, UBS, Credit Suisse, QIC, and ICA
Customers	Customer complaint channels and customer service hotline available Customer satisfaction surveys conducted regularly Corporate seminars and risk management courses held occasionally	Information security FinTech and innovation Customer rela-tionship manage-ment	Key service indicators and satisfaction survey monitored and tracked monthly to meet customer needs. Brand survey conducted annually, quantitative data from questionnaires and qualitative data from interviews at seminars used to track consumers and customers’ image of the Fubon brand. Taipei Fubon Bank has set up a “Customer Feedback Channel” at its branches, providing QR codes on display stands and stamp pads through which customers can provide feedback in real time. Intelligent customer service system adopted to expand customer service capacity and improve customer satisfaction
Media	Press release issued occasio-nally Dedicated divisions and person-nel in charge of communicating with and responding to the media	Corporate gover-nance and ethi-cal management Information security Regulatory compliance and anti-crime mea-sures	434 press releases issued by the financial holding company, its subsidiaries and foundations in 2021 A public relations department and its seven full-time professionals are responsible for handling media communications for the financial holding company and its subsidiaries and provide timely responses to media inquiries Press conferences held occasionally Quarterly investor conferences held and open to media; conferences are hosted by Fubon Financial Holdings' president, who answers questions from media at these events
Employees	New collective agreements negotiated after three-year terms of previous agreements end Labor-management meetings and occupational safety and health meetings held quarterly Senior management and employee meetings held annually; they were canceled in 2021 because of COVID-19 Employee satisfaction surveys conducted every two years Established an “Employee Grievance” section on Fubon’s internal website	Talent development and retention Healthy work environment Corporate gover-nance and ethical management	Two-way labor-management communications maintained on worker benefits and working conditions; they help promote better labor-management cooperation and relations. Meetings on a labor agreement were held with Jih Sun Financial Holdings employees; the negotiating process and positive impact of an employee placement program and collective agreement fostered labor-management harmony and protected the rights and interests of Jih Sun workers.