2016 Corporate Social Responsibility Report

  • Customer

  • Employee

  • Society

  • Shareholder

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Dialogue with Stakeholders | BZ WBK CSR Report 2016

For many years we have been engaged in open, two-way communication with our environment by organising regular dialogue sessions sessions and workshops attended by our stakeholders. Their ideas, expectations and comments regarding our operations are then reflected in our strategy, current operating plans and the processes of reporting non-financial data.

  • 2014 year

    The first dialogue session of Bank Zachodni WBK held according to the AA1000 stakeholder dialogue standard.

  • 6 sessions

    Number of all dialogue sessions held until the end of March 2017

  • 30 stakeholders

    Number of participants of the dialogue session held in order to define the scope of the 2016 report.

Examples of session subjects discussed with our stakeholders

  • Expectations regarding the bank’s CSR reports.
  • Expectations and recommendations regarding CSR practices implemented by the bank.
  • Opportunities and barriers to the development of employee skill-based volunteering in Poland.

Map of stakeholders and stakeholder expectations

stakeholders-map

Click on the illustration to see the methods of communication and dialogue with our stakeholders.

Retail customers

Business customers

Employees

Suppliers and business partners

Social partners

Shareholders and the investor community

Regulators

Industry and business associations

Media and the public

Santander Group

Natural environment

Communication and dialogue channels

  • Bank branches
  • Helpline
  • Website and other online channels (the bank's blog, LinkedIn, FB and Twitter profiles, the Bank of Ideas)
  • Customer satisfaction surveys
  • Meetings, conferences and training events
  • Online advisor
  • Video chat
  • Online contact form
Example expectations from us in the relationships with the shareholders Read more
The report should inform whether and in what way the bank is accessible to all customer groups, including the persons with disabilities. Service accessibility
The report should address the issue of sales ethics and preventing misselling, including the information on the training of the bank's employees and representatives in this area. Responsible selling
The report should present examples of activities aimed at providing specific aids to customers. Support to customers in a difficult situation
The report should describe solutions from the FinTech and innovation segments. It should also show how the bank facilitates banking from home to its customers. Multichannel approach and digitalisation
The report should talk about the bank's approach to resolving conflicts with customers. Service quality, Support to customers in a difficult situation
The publication should include information on the responsible development of the product offer. Zero tolerance for misseling
The bank should show how it increases the accessibility of its services from home. Multichannel approach and digitalisation
Multichannel approach and digitalisation Financial education
The report should tackle the broadly understood subject of security, including the security of customer data, the biggest risks and the actions to prevent their materialisation. Security

Communication and dialogue channels

  • Bankers and advisors
  • Corporate Banking Centres
  • Conferences
  • Business Service Centre
  • Virtual trade missions
  • Customer satisfaction surveys and opinion polls
  • Online advisor
Example expectations from us in the relationships with the shareholders Read more
The report should include information how the bank supports the development of companies with the Polish equity. Bank for SMEs Corporate banking
The report should address the issue of sales ethics and preventing misselling misselling, including the information on the training of the bank's employees and representatives in this area. Responsible selling
The report should present examples of activities aimed at providing specific aids to customers. Support to customers in a difficult situation
The bank should present its educational activities for customers. Knowledge sharing
The report should tackle the broadly understood subject of security, including the security of customer data, the biggest risks and the actions to prevent their materialisation. Security

Communication and dialogue channels

  • Employee opinion surveys
  • Intranet
  • Bank's internal newsletter
  • Bulletins, newsletters, mailings
  • Meetings with senior management
  • Integration meetings, workshops and training
Example expectations from us in the relationships with the shareholders Read more
The report should include information about the bank's employment structure and contract types Employment structure
Labour practices are among the most important corporate social responsibility topics. The report should describe them. Employees
The report should take into account diversity in the workplace, including the information about the remuneration paid to women and men, the number of women in the management board and in managerial positions. Diversity
In the report, the bank should include the information about the development of its people, such as the training policy, the number of training our per person and the career planning system. Education and training
The CSR report should provide information about the employee volunteering. Employee volunteering
Particularly important is the education of employees and bank's representatives in the area of business ethics standards to be followed in daily work. Ethics
The report should describe the internal CSR practices. Friendly workplace

Communication and dialogue channels

  • Direct contacts
  • Conferences and industry events
Example expectations from us in the relationships with the shareholders Read more
The report should include detailed information about the supplier selection policy. Suppliers and business partners
In its relations with suppliers, the bank should first of all clearly define its CSR requirements and standards. In this way it will also educate the suppliers in corporate social responsibility. Suppliers and business partners

Communication and dialogue channels

  • Direct contacts and collaboration
  • Stakeholder dialogue sessions
  • Activities of the BZ WBK Foundation
  • Participation in conferences and local events
  • Employee volunteering
Example expectations from us in the relationships with the shareholders Read more
The CSR report should include a summary of completed projects for the benefit of the whole society and local communities, including the number of people covered by the scope of the CSR policy, examples of specific activities, amounts of money spent by the bank on social causes and the description of cooperation with NGOs. Social engagement
The publication should include information about the bank's educational activities targeting different social groups. Financial education Education and the development of science
The bank should communicate its future plans regarding CSR activities. CSR priorities
The report should include a description of partnership with local communities. Support to local initiatives

Communication and dialogue channels

  • Quarterly presentations of financial results (meetings, conferences, stock exchange messages and press releases)
  • General Meeting of Shareholders
Example expectations from us in the relationships with the shareholders Read more
The report should inform about the bank's Code of Conduct. Ethics
The report should inform about the bank's values and how they are translated into daily practices (specific examples). Strategy and financial performance
The report should include information about the banks financial successes, rankings and other specific performance data Strategy and financial performance Awards and recognitions
The report should discuss the bank's goals in the area of corporate social responsibility. CSR priorities

Communication and dialogue channels

  • Reports
Example expectations from us in the relationships with the shareholders Read more
Conformance with the regulations in force G4-SO8

Communication and dialogue channels

  • Direct contacts and cooperation
Example expectations from us in the relationships with the shareholders Read more
Large organizations like Bank Zachodni WBK should take into account in their development plans international situation and global challenges. Our policy versus the UN Sustainable Development Goals

Communication and dialogue channels

  • Conferences and press briefings
  • Interviews, expert comments
  • One-to-one meetings
  • Press releases
  • Social media channels
Example expectations from us in the relationships with the shareholders Read more
The report should provide information how the bank is trying to ensure conformance with ethical standards in advertisements. Responsible selling
The report should discuss the bank's goals in the area of corporate social responsibility. CSR priorities

Communication and dialogue channels

  • Reports, meetings
Example expectations from us in the relationships with the shareholders Read more
Implementation of the Group's strategic goals. We have the Sustainability Policy in place

Communication and dialogue channels

  • Reports submitted to environmental institutions
  • CSR reports
  • Contacts and partnership with environmental organisations
Example expectations from us in the relationships with the shareholders Read more
Although the bank is not a factory, it should report on its environmental impact. How we influence the environment
The report should include the information about the bank's effect on the environment, environmental indicators with explanation and the actiities planned by the bank in respective ompact areas. How we influence the environment