CHAPTER 4 Responsible Management Corporate Responsibility Strategy

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STAKEHOLDERS Many of the lines of action in our Mas- ter Plan are related to improving our knowledge of and relationships with our main stakeholders: shareholders, customers, suppliers, professionals and the community in which we operate.

The key to our business is to be able to create value for them, being able to

meet their expectations and needs. To this end, we work each day to build a transparent and collaborative relation- ship based on streamlined, direct, two- directional and permanent commu- nication that allows us to build trust, providing them with different commu- nication channels:

CR MASTER

PLAN

SUPPLIERS

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COR POR

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GOV ERN

AN CE

ENVIRONMENTAL MANAGEMENT

CLIEN TS

SO CIE

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EMPLOYEES

SHAREHOLDER

PROFESSIONALS

CUSTOMERS

SUPPLIERS

COMMUNITY

Our shareholder, IPIC, is actively involved in the management of the Company through the governing bodies established for that purpose.

Through the Ethics Channel, employees can report any incident confidentially. We also have other communication tools such as the climate and commitment survey, internal meetings; the Intranet, and the employee portal. We also receive comments and suggestions directly from the managers they report to.

We work to constantly improve our customers experience with our products and services, receiving any complaints and suggestions in this respect through different tools such as satisfaction surveys and the existing Customer Service channels.

Several tools are currently available for communicating with our suppliers: Supplier Day, the suppliers portal and the satisfaction survey. Our relations and the existing tools are included in our Guide to Supplier Relations in the Opera- tional Purchasing Manual.

Our priority is to promote dialogue and interaction in the communities in which we are present, using channels such as community committees, open days and public consultations. We also have a close relationship with the authorities, regu- latory bodies and institutions in all the countries in which we operate.