Stakeholders

Stakeholder Engagement

CHC recognizes having good interaction with stakeholders is the foundation of corporate growth. Based on the definition of stakeholder in GRI Standards Glossary, and after having a discussion with each department on its specific contact objects, CSR Committee has identified four categories of stakeholders of the Group including customers, suppliers, investors, and employees.

CSR Committee reports the status of communication with CHC’s various stakeholders regularly to the Board of Directors. Status of Communication with CHC’s Various Stakeholders in 2020 had been reported to the Board of Directors on August 3, 2021. Relevant material is as follows:

Status of Communication with CHC’s Various Stakeholders in 2020

Stakeholders	Issues of Concern	Responsible Unit	Communication channels Response mechanism Communication frequency	2020 Interaction Performance
Customers	Market expansion Product quality control Customer satisfaction Customer privacy Customer interests protection Customer relationship maintenance After-sales service Sustainable development strategy	Sales team Technical team	Official website Disclose public and contact information regularly CSR report Publish annually Customer satisfaction survey Conduct annually Exhibition / Activity Take place irregularly, depending on the needs of marketing Communication meeting Convene irregularly, depending on the needs In-person visitation Arrange irregularly Service center Operate regularly E-mail / Phone call Contact regularly; respond instantly	Corresponding chapter in CSR report 1.3 in Chapter 1 - Group Introduction Chapter 2 – Customer Service 99% customer satisfaction for sales team 86% satisfaction for technical team Joined / held over 30 exhibitions / activities
Suppliers	Market expansion Supply chain management Supplier relations Sustainable development strategy	Foreign suppliers-Administration Dept. Domestic suppliers-Human Resource & General Affairs Dept.	Official website Disclose public and contact information regularly CSR report Publish annually Annual business meeting Follow suppliers’ schedule Training Arrange irregularly, depending on the needs Communication meeting Convene irregularly, depending on the needs E-mail / Phone call Contact regularly; respond instantly	Corresponding chapter in CSR report 1.3 in Chapter 1 - Group Introduction 4.2 in Chapter 4 - Environmental Sustainability Joined over 20 online annual business meetings of foreign suppliers Joined over 30 online training sessions of foreign suppliers
Investors	Operating status Legal compliance Shareholders’ equity maintenance Information transparency Sustainable development strategy	Spokesperson Deputy Spokesperson Chairman Office - Investor Relations Finance & Accounting Dept.	Official website Disclose public and contact information regularly MOPS Disclose public information in accordance with the applicable laws, rules, and regulations Annual report / Financial statements Publish annually / Publish quarterly CSR report Publish annually Annual / Special shareholders' meeting Convene annually / Convene irregularly, depending on the needs Public investor conference (hold or be invited) Convene at least twice a year Investor visiting Convene irregularly, depending on the needs Investor contact Respond instantly	Corresponding chapter in CSR report Chapter 1 - Group Introduction Convened 1 annual shareholders' meeting Held 2 public investor conferences Arranged over 25 times of investor visiting (including conference call) Ranged 6~20% of all TWSE listed companies in 2020 Corporate Governance Evaluation
Employees	Employee compensation Employee welfare Labor-management relations Training Workplace Corporate culture & norms Sustainable development strategy	Human Resource & General Affairs Dept. Welfare Committee	Official website Disclose public and contact information regularly CSR report Publish annually Internal announcement / regulations Publish irregularly on internal system Labor-management meeting Convene quarterly Welfare committee meeting Convene irregularly Group meeting Convene monthly Contact for handling complaints Respond instantly Committee for handling complaints Convene irregularly	Corresponding chapter in CSR report 1.3 in Chapter 1 - Group Introduction Chapter 3 – Employee Caring Published 24 announcements Convened 5 labor-management meetings Convened 12 group meetings

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Stakeholders

Stakeholder Engagement

CHC Healthcare Group