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Approach

Approach to Sustainability

As one of the leading mobile telecommunications operators in Hong Kong and Macau, the Group is committed not only to its shareholders, but also to a wide range of stakeholders including employees, customers, suppliers, creditors, regulators and the communities. Taking a proactive approach to sustainability is a core part of the Group’s values and is displayed on multiple fronts of its corporate strategies. Sustainability is an integral element in maintaining the Group’s position as a responsible mobile telecommunications operator and in safeguarding the well-being and prosperity of the communities in which it operates.

CSR Pillars and Policies

The overall sustainability approach and priorities of the Group are built on four pillars: Business, People, Environment and Community. Each pillar is supported by the corresponding Group policies, leadership, and the collective efforts of the entire business. These four pillars guide the Group in setting the overall direction of its sustainability strategies for implementation across its businesses. The Group has policies, procedures and guidelines in place to support management in addressing material sustainability issues across the Group.

  • Sustainable Business
  • Long-term Return
  • Compliance
  • Integrity
  • Fair Business Practices
  • Good Corporate
    Governace
  • Business Ethics
    and Conduct
  • Anti-discrimination
  • Diversity
  • Professional
    Development
  • Health and Safety
  • Staff Remuneration
    and Recognition
  • Environmental Compliance
  • Target Setting
  • Environmental Management
  • Minimising Environmental
    Impact
  • Environmentally-friendly
    Products and Processes
  • Supporting Conservation
    and Environmental
    Protection
  • Employee Volunteerism
  • Education
  • Medical
  • Health
  • Elderly Care
  • Arts and Culture
  • Sports
  • Disaster Relief

Stakeholder Engagement

The Group engages in open and transparent dialogues with key stakeholders including employees, shareholders, investors, creditors, customers, business partners, suppliers, professional institutions, non-government organisations, regulatory authorities and public media. The Group regularly collects stakeholders’ views through a variety of channels, such as meetings, workshops, surveys and feedback programmes.

The following table summarises the channels established by the Group to engage and communicate with stakeholders and gain understanding of their views and expectations.

Key Stakeholders How We Engage
Business Partners
  • On-site visits
  • Physical and virtual meetings
  • Regular business reports
  • Regular gatherings and seminars
  • Relationship-building events
Creditors
  • Announcements and circulars
  • Corporate communications
  • Interim and annual reports
  • Meeting with banks/creditors
Customers
  • Company websites
  • Customer feedback programmes
  • Customer hotlines and email enquiries
  • Customer liaison groups
  • Customer loyalty programmes and events
  • Customer satisfaction surveys
  • Daily operations and storefront interactions
  • On-site customer representatives
  • Relationship manager visits & one-on-one meetings
  • Seminars/conferences
  • Social media
Employees
  • Business briefings
  • Sustainability programmes & communications
  • Employee newsletters
  • Employee surveys
  • Focus groups
  • Graduate recruitment and internship programmes
  • Health & safety programmes
  • Intranet platform for internal communications
  • Performance and development discussions
  • Regular department meetings
  • Staff engagement in sustainability projects
  • Trainings and workshops
Media
  • Interviews
  • Media events
  • Press conferences/briefings
  • Press releases
  • Social gatherings
Non-government Organisations
  • Community interactions, investments and donations
  • Sustainability programmes/ interviews
  • Meetings
  • On-site visits
  • Staff workshops
  • Strategic collaborations and joint-working groups
  • Volunteering activities
Professional Institutions
  • Committees/ working groups
  • Meetings/ visits/ workshops
  • Memberships
  • Questionnaires
Regulatory Authorities
  • Ad-hoc enquiries
  • Circulars/ guidelines
  • Compliance reporting
  • Government liaison groups
  • Meetings with regulators
  • On-site inspections
  • Representation at committees/ panels of regulatory authorities
  • Response to surveys and consultations conducted by regulatory authorities
Shareholders and Investors
  • Annual general meetings and other general meetings
  • Announcements and circulars
  • Corporate communications
  • Interim and annual reports
  • Investor relations meetings
  • Meetings and roadshows
  • Meetings with senior management
  • Panel discussions
  • Shareholder on-site visits
  • Shareholder Q&A mailboxes
  • Shareholder surveys
Suppliers
  • Periodic supplier performance reviews
  • On-site visits
  • Supplier Code of Conduct
  • Supplier due diligence and audit processes
  • Supplier meetings and conferences
  • Supplier risk assessments

The Materiality Assessment Process

1. Identification
2. Prioritisation
3. Validation
  • Identified CSR and sustainability issues
    that are considered to be relevant and
    important to the businesses of the Group
    and its stakeholders based on a review of
    CSR and sustainability-related practices
    and information disclosed.
  • Assessed the importance of issues
    based on the expectations of regulators,
    sustainability ratings and industry peers.
  • Prioritised issues that have a significant
    impact on the ability of the Group to
    create long-term and sustainable values
  • Reviewed and approved the material
    issues for each business units by the
    Sustainability Committee

The following table summarises the material sustainability issues for the business:

Business
People
Environment
Community
Service & Product Responsibility
Data Privacy & Information Security
Labour Management
Greenhouse Gas (GHG) Emissions
Community Engagement

The Group adopts the materiality assessment process to determine its focus areas for managing and monitoring its sustainability performance. The results facilitate the Group in steering its sustainability strategies, prioritisation of its sustainability activities, and the establishment of meaningful metrics for effective performance evaluation. The Group also sets specific targets and roadmaps to achieve its sustainability mission.

Corporate Governance

The Group strives to attain and maintain high standards of corporate governance best suited to its needs and interests. The Group believes that an effective corporate governance framework is fundamental to promoting and safeguarding the interests of its shareholders and other stakeholders. Accordingly, the Group has adopted and implemented corporate governance principles and practices that emphasise a high-calibre board, effective risk management and internal control systems, stringent disclosure practices, transparency and accountability. The Group is committed to continuously improving these practices and inculcating an ethical corporate culture.

For more information, please refer to the Group's Corporate Governance Report.