Stakeholder Engagement

E.SUN understands issues that stakeholders are concerned about through diverse communication channels, and formulates management policies and implementation plans on this basis, in order to respond to stakeholders' needs and expectations. Task forces of the Sustainable Development Committee summarize and report issues of concern to stakeholders, communication, and implementation to the Board of Directors each year.







Employees
Issue
  • Talent Attraction & Retention
  • Employee Care and Friendly Workplace
  • Talent Cultivation and Development
  • Human Rights Protection
Communication Frequency and Channels Actual results in communication Stakeholder's response
  • Daily:Morning meetings
  • Weekly, Monthly:Weekly report, Compliance training, video conferences
  • Quarterly::Corporate union meetings
  • Annual:Employee opinion surveys
  • Annual:Knowledge Sharing Meetings
  • Non-scheduled:E.SUN e-HR Portal / Feedback mailboxes, Letters to Senior / Employees e-Learning platform, Two-way report, training courses.
  • Non-scheduled:Two-way reporting, EIP portal
  • Non-scheduled:Professionaltrainingcoursesand cultivation courses
  • Contact method: Human Resources
    E-Mail: Hrd@esunbank.com.tw
    hotline: (02)2175-1313 # 8701
  • 5 employee communication meetings
  • 393 employee opinion communications and handling
  • 6,942 employee opinion surveys


Customers
Issue
  • Privacy
  • Ethical corporate management
  • Treating Customers Fairly and Customer Experience
Communication Frequency and Channels Actual results in communication Stakeholder's response
  • Daily:E.SUN e-Services, including 24-hour customer service hotline, Smart text customer service, Internet phone and Online visitor message board.
  • Daily:Customer complaint hotline and mailbox, E.SUN-i chatbot
  • Weekly:Customer satisfaction surveys, Line account, E.SUN Lucky Cats Facebook fan page, and E.SUN Bank - Digital Lifestyle and Special Offers fan page
  • Every two months:Smile E.SUN
  • Quarterly:Sunrise E.SUN
  • Non-scheduled:VVisits by customer representatives, and phone calls
  • Contact method: E.SUN Customer Service Center 24-hour service hotline (02)2182-1313 / 0800-30- 1313
  • 1,983 customer suggestions via the customer service center
  • 17,337 customer satisfaction feedback
  • 1,217 feedback from customer opinion cards at branches


Shareholder
Issue
  • Privacy
  • Ethical corporate management
  • Risk management
  • Information security
Communication Frequency and Channels Actual results in communication Stakeholder's response
  • Monthly:Announcement of business performance
  • Monthly:Market Observation Post System
  • Quarterly:Earnings call in Chinese and English session and financial reports
  • Quarterly:Board of directors and functional committees
  • Annual:Shareholder Meeting
  • Annual:Annual reports & Annual E.SUN FHC Sustainability Report
  • Non-scheduled:Visits by investors or host the conference call, disclosure of credit rating
  • Non-scheduled:Non-deal Road shows, domestic/ international institutional investor conferences, investment forum, and disclosure of material information
  • Contact method:IR
    E-Mail: ir@esunbank.com.tw
  • 8 earnings calls in Chinese and English
  • Participation in 8 investment forums or roadshows
  • 127 investor and analyst meetings


Government
Issue
  • Privacy
  • Support academic education
  • Ethical corporate management
  • Compliance
Communication Frequency and Channels Actual results in communication Stakeholder's response
  • Annual:Government performance evaluation
  • Non-scheduled:Policy conferences, forums, and public hearings
  • Non-scheduled:Official letters, meetings, telephone, email, and public information
  • Non-scheduled:Financial inspections and project meetings
  • Contact method:Compliance
    (02)2175-1313 #8800
  • Timely response to inquiries by competent authorities
  • Active participation in relevant meetings and courses


Suppliers
Issue
  • Major infectious disease control measures
  • Privacy
  • Compliance
  • Supplier Management
Communication Frequency and Channels Actual results in communication Stakeholder's response
  • Weekly:Bargaining meetings
  • Every two weeks:Visits by customer representatives, meetings and email
  • Non-scheduled:Website disclosure and supplier meetings
  • Contact method: General Affairs
    (02)2175- 1313 #8123
  • Over 400 price negotiation meetings
  • 43 Supplier questionnaires
  • Note: The suppliers' conference was canceled in 2021 due to the pandemic, and a questionnaire survey was conducted instead.
  • 100% of suppliers signed the Corporate Social Responsibility Self- Assessment Form for Suppliers and commitment in 2021


Community
Issue
  • Support academic education
  • Privacy
  • Sustainable Ecological Conservation
Communication Frequency and Channels Actual results in communication Stakeholder's response
  • Weekly:Neighborhood cleanup programs at the branches
  • Annual:Clean-up activities and cycling across Taiwan
  • Annual:Lights off for the summer solstice, Earth Hour campaign
  • Non-scheduled:Forums,workshops, and charitable or environmental campaigns
  • Contact method: E.SUN Volunteers
    (02)2175-1313 #9300
    E-Mail:volunteer@esunbank. com.tw
  • Over 139,685 beneficiaries
  • Over 679 cooperated public welfare groups


media
Issue
  • FinTech and Innovation
  • Privacy
  • Information security
  • Compliance
Communication Frequency and Channels Actual results in communication Stakeholder's response
  • Daily:Hotlines and email to dedicated departments, hotlines and email to spokesperson
  • Monthly:Monthly business overview
  • Annual::Questionnaires and surveys
  • Non-scheduled::News, media interviews, issue interviews, and press conferences
  • Contact method:Public Relations
    E-Mail: pr@esunbank.com.tw
  • 95 press releases were published

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