Stakeholder Engagement

■ Materiality Analysis

E.SUN follows the four principles of GRI Standards, which are materiality, stakeholder inclusiveness, sustainability context, and completeness, and refers to international sustainable development trends. We took a scientific approach to examine material issues of international benchmark companies and peer companies in Taiwan to identify material issues.


IDENTIFICATION by [Principles] Sustainability context and stakeholder inclusiveness

Identification of the 8 key stakeholder groups:
A stakeholder meeting was held and a stakeholder questionnaire was distributed to members of the Sustainable Development Committee task units to gather comments and opinions from employees. The results were reviewed by the Sustainable Development Committee task units. Stakeholders were divided into 8 groups by level of importance. Assessment of the questionnaire was made pursuant to the five aspects of the AA1000 Stakeholder Engagement Standard, which are influence, tension, responsibility, dependency, and diverse perspectives.


  • Communities include neighborhoods around the branches and partners in charity work and environmental causes.
  • Suppliers include affiliated vendors and buyers. Classification of suppliers is shown under 6.3 Supplier Management.
21 sustainability issues of E.SUN FHC:
Issues of concern for the 8 groups of stakeholders were collected from the questionnaire. The Sustainable Development Committee task units gathered and summarized a list of 21 sustainability issues, including: stakeholder communication processes, international guidelines, specifications, trends, issues specific to the financial industry, and sustainability investment indices.


PRIORITIZATION by [Principles] Materiality and stakeholder inclusiveness

To produce a report that meets the needs of our stakeholders, we conducted a survey by distributing two different questionnaires. A total of 379 valid questionnaires were collected.
  • Level of concern based on the 365 CSR questionnaires for stakeholders: Questionnaires are distributed to the 8 key stakeholder groups to analyze the issues of concern of each stakeholder group.
  • A total of 14 copies of the internal questionnaires for the Sustainable Development Committee to evaluate the impact on sustainable development: The impact of various issues on sustainable development is evaluated by all Sustainable Development Committee task units, who grade factors including revenue, cost, customer satisfaction, brand, environment, social and corporate governance related to operations to gain a better understanding of key issues for each factor.


VALIDATION by [Principles] Completeness and stakeholder inclusiveness

17 material issues:
The second-stage evaluation results are examined by the Sustainable Development Committee task units and modified according to suggestions of the management team. The task units report to the Sustainable Development Committee upon completion of modification. Finally, 17 of the 21 sustainability issues were classified as moderately and highly material. These issues are also key areas of disclosure herein and formulation of short/mid/long-term goals. The 17 issues respectively correspond to 16 topics and 4 general-disclosure topics covered by the GRI Standards, as well as 1 topic in the GRI G4 Guidelines and Financial Services Sector Supplement. 21 topics in total are applied.


REVIEW by [Principles] Stakeholder inclusiveness and sustainability context

The 10th Sustainability Report:
We continue to reinforce engagements with stakeholders and collect their opinions, hence we can examine justification of materiality matrix of the coming year.

■ Stakeholder communication

Communication method / frequency Actual results in communication Stakeholder's response
  • Daily: Morning meetings
  • Monthly: Video conference
  • Quarterly: Labor-management meetings
  • Annual: Employee opinion surveys, and knowledge sharing meetings
  • Real time: E.SUN e-HR Portal, and CHRO mailbox
  • Contact information: Human Resource Division E-Mail: Phone: +886 2-2175-1313 #8701
  • 5 employee communication meetings
  • 379 employee opinion communications and handling
  • 5,631 employee opinion surveys
Communication method / frequency 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, and E.SUN Facebook fan pages.
  • Every two months: Smile E.SUN Magazine
  • Quarterly: E.SUN Sunrise Magazine
  • Non-scheduled: Visits by customer representatives, and phone calls
  • Contact information: E.SUN Customer Service Center 24-hour hotline: +886 2-2182-1313 or 0800-30-1313
  • 1,846 customer suggestions via the customer service center
  • 1,364 written suggestions in customer satisfaction surveys
Shareholder & Invetsor
Communication method / frequency Actual results in communication Stakeholder's response
  • Monthly: Announcement of business performance, and the Market Observation Post System
  • Quarterly: Earnings call in Chinese and English session and quarterly financial reports, Board of Directors, and functional committees
  • Annual: Shareholders' meeting, annual report, and Sustainability report
  • Non-scheduled: On-site and phone meetings, disclosure of credit rating, domestic and overseas roadshows, domestic/ international institutional investor conferences, investment forums, and disclosure of material information
  • Contact information: Investor Relations E-Mail:
  • 8 earnings calls in Chinese and English
  • Participation in 5 investor conferences or roadshows
  • 94 investor and analyst meetings
Communication method / frequency Actual results in communication Stakeholder's response
  • Annual: Government performance evaluation
  • Non-scheduled: Policy conferences, forums, and public hearings
  • Non-scheduled: Financial inspections, project meetings
  • Non-scheduled: Official letters, meetings, telephone, email, and public information
  • Contact information: Legal Compliance Division Phone: +886 2-2175-1313 #8800
  • Timely response to inquiries by competent authorities
  • Active participation in relevant meetings
Communication method / frequency Actual results in communication Stakeholder's response
  • Daily: Neighborhood cleanup
  • Annual: Charity events and forums
  • Non-scheduled: Foundations mail boxes and message boards ・ Non-scheduled: Project collaboration and visits
  • Contact information: E.SUN Volunteer & Social Welfare Foundation Phone: +886 2-2175-1313 #9300 E-Mail:
  • More than 120,000 persons were benefited
  • Worked with 400 charity groups
Communication method / frequency 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 information: General Affairs Division Phone: +886 2-2175-1313 #8123
  • 400 face-to-face discussions
  • 1 supplier communication meeting
Communication method / frequency Actual results in communication Stakeholder's response
  • Daily: Dedicated unit hotline and E-mail
  • Monthly: Performance overview
  • Annual: Questionnaires and surveys
  • Non-scheduled: Press releases, media interviews, issue interviews, and press conferences
  • Contact information: Public Relations E-Mail:
  • press releases were published
Communication method / frequency Actual results in communication Stakeholder's response
  • Annual: Industry-academic cooperation.
  • Annual: E.SUN Outstanding Talent Scholarship
  • Annual: E.SUN Artificial Intelligence Open Challenge
  • Non-scheduled: On-campus recruitment activities, financial forums and seminars, corporate visits, and financial training courses
  • Contact information: Human Resources Division E-Mail: Phone: +886 2-2175-1313 #8701
  • 274 students participated in the internship program
  • 36 students were awarded the E.SUN Outstanding Talent Scholarship