PL
ENWe value strong long-term relations with our surroundings. PGE aims to be a good neighbour and partner in everything that we do.
We are actively and responsibly building a platform for dialogue with our stakeholders by undertaking numerous initiatives that engage our business partners, NGOs, local communities, clients and media.
What is important for us
Building long-term value for our company takes into account, aside from business priorities, lasting relations with the surrounding, based on trust, openness and dialogue.
The first step was to invite our colleagues to cooperate. About 5% of employees responded to our questionnaire concerning PGE Group's social responsibility. We also engaged outside stakeholders in work on this report. We began the process of identifying them by building a stakeholder map and defining existing channels for communicating with stakeholders.
The invitation for dialogue with external stakeholders, organised in 2014, was accepted by: the Ministry of the Economy, an NGO from the CSR area, a consumer organisation, an NGO from the social area, a business partner - service provider and a government agency in charge of setting out the environmental protection policy in Poland.
The aim of the dialogue was to learn our stakeholders' real needs and expectations of PGE Group within our strategic areas. Three years from the dialogue session and from identifying expectations, we are able to share our solutions that we have developed in order to fulfil those identified needs.
For presentation purposes, our stakeholders and their needs are aggregated in this report in groups.
Government administration Our cooperation with the government administration is always based on dialogue and respect for the law. Due to the scale and scope of our activities as well as the nature of our business we are deeply engaged with public bodies. Important role that PGE plays in the Polish economy makes us natural partner to wide range of government institutions. Media The main channel used by our company to communicate with the stakeholders. Media provide the public opinion with information on our plans, performance and achievements therefore we attach great attention to the quality and proactive approach to media relations considering growing role of access to comprehensive information on our company. Power industry organisation As a member of the Polish Electricity Association (PKEE) we belong to EURELECTRIC representing interests of the European electric power industry. This initiative allows us to stay updated and share our knowledge. It also provides opportunities for influencing the Eurelectric’s position on issues related to European legislation. Being part of the Polish Member Committee of the World Energy Council (WEC) we play the leading role in shaping policies and indicating directions of activities of this organization. Non-governmental organisations We take part in the proceedings of numerous national as well as international organisations and associations. Companies within our Group are active on local, nationwide, as well as on foreign markets. We participate in activities of 25 various institutions. Business partners With our genuine commitment to corporate ethics we strive to be recognized as trustworthy partner. We do believe fair and transparent business practices are essential for mutually successful long-term cooperation. Employees Our key priority is to ensure safe working conditions and stable employment for our employees, at the same time providing them with interesting professional challenges and opportunities to realise unique projects. We treat social dialogue as inseparable part of our business activity. Local authorities We are an important partner for local communities – in particular for local governments of communes where we pursue our business activities. We build our relations on confidence, mutual respect, and collaboration on projects for development of local communities. Scientific communities We know how enormous is the potential of academic staff and students. Therefore, we establish pro-development partnerships with higher education institutions across the country and take care of appropriate utilisation of innovative scientific works and human potential. Shareholders PGE IR department is dedicated to manage and coordinate all activities required to initiate and maintain good relationship with our current and potential shareholders. This implies the comprehensive communication and timely information to the market. Suppliers What we buy and who we buy it from is of significant importance for us. PGE procurement policy places emphasis on observance of high ethical, social and environmental standards by potential suppliers. Customers We are always committed to safety and standards of collaboration, proactively meeting the changing customer needs. PGE’s diversified offer is tailored to fit the individual needs of end users. We follow our customers with diversified forms of contact, including dedicated customer service centre as well as the telephone Contact Centre. To understand our customers’ needs better, we conduct regular satisfaction surveys and use diversified communication channels. This helps us to continuously improve service standards and build up positive relations with customers. Subcontractors Investment process in our business bases on symbiotic cooperation with subcontractors to bring about desired effects. President of Energy Regulatory Office (ERO) is a central body of Polish state administration nominated on the basis of Polish Energy Law responsible for regulation in energy sector as well as promotion of competition. The President of ERO regulates activities of energy enterprises aiming to balance interests of energy companies and customers. Local communities Before initiation of every single investment project we hold a dialogue with local communities to provide comprehensive information regarding investment process as well as to recognize and match social expectations in order to minimise our adverse impact on the environment. Client Open STAKEHOLDER IDENTIFIED EXPECTATIONS ACTION TAKEN BY PGE Clients Creation of standard for information, education and prosuments service At the customer service centres, a new Ambassador of Quality has been established. This employees main task is to help all visitors of our Customer Service Centre. The Ambassadors provide information, help with the prompt handling of the case and provide assistance to the clients. Customers engagement in participatory initiatives such as reducing peak power consumption The PGE Group conducts ongoing education for its customers both in terms of safe use of electricity and economical use of energy in households. For example, on our YouTube channel there are videos that explain how to manage the household electricity demand to pay lower bills. Using objective criteria in customer satisfaction surveys Customer feedback and satisfaction surveys are carried out by independent research institutions. Cyclically conducted surveys allows to objectively measure and compare customer opinions with services of four energy groups in the country. In addition, our clients can provide feedback on the level of service provided by our employees by using the special "Happy or not" tool available in our Customer Service Centres. Establishing transparency standards for agreements and relations with customers The "Enlightenment" campaign targeted at a wide audience was intended to make people who sign different types of documents, to read them in details before signing them. PGE is committed to ensuring that current and future customers are acquainted with the content of the contract, and if there are any questions, the employees of PGE Customer Service Centre are ready to answer them. Setting up a coalition of power industry companies of the Polish market for promotion of fair practices of the electricity market PGE, together with the Association of Energy Trading and other industry players, are participating in the "Check who sells you the energy" campaign. The program aims at educate and warn customers against dishonest sellers. Natural environment Open STAKEHOLDER IDENTIFIED EXPECTATIONS ACTION TAKEN BY PGE Natural environment Conducting a strategic assessment of the overall environmental impact of the PGE CG, with particular emphasis on large, key investments Before the start of each of the key investments, an environmental impact assessment is carried out and included in the documentation relating to the investment. Selection of reliable partners preparing environmental documentation to ensure their best quality In all investment processes, environmental impact assessments are carried out by specialized environmental experts. Compensatory measures applied as result of comprehensive assessment of environmental impact of the PGE Capital Group The process of environmental impact analysis is an indispensable stage of our investment. Results of this analysis allow us to plan proper land reclamation after the completion of the investment. Public affairs Open STAKEHOLDER IDENTIFIED EXPECTATIONS ACTION TAKEN BY PGE Decision makers Standard of respect for human rights in the supply / investment chain Before signing a contract with the contractors, they are validated by Procurment Departament. In addition, since 2016, business partners are obliged to comply with the Code of Ethics of the PGE CG and the principles and values contained therein. In 2017 work on the Code for Suppliers began. Anti-corruption standard relating to the cooperation of the PGE CG with local governments In 2016, the Code of Ethics was published, and employees began training in the field of knowledge about the Code of Ethics and Counteracting the Corruption. Investors Open STAKEHOLDER IDENTIFIED EXPECTATIONS ACTION TAKEN BY PGE Investors Increase the company's value in the long term In 2016, under the influence of market impulses, we revised the Group's strategy and we are commited to achieve our growth goals. Transparent communication with the market PGE has a qualified Investor Relations team at service of investors. Representatives of the Group and above all the Management Board participate in the most important investor conferences. The company's communication has been repeatedly rewarded on national and European forums. Local communities Open STAKEHOLDER IDENTIFIED EXPECTATIONS ACTION TAKEN BY PGE Local communities Informing the local communities about our investment plans more in advance The communication plan is developed before every big investment. The PGE Group is currently working on the principles of dialogue with local communities, especially when the case is a key investment for the given community. Developing a sensitive customer support model We take care of vulnerable customers. To those who are not able to pay their bills on time, we offer the payment to be spread out into instalments. It is also possible to install a prepayment service meter, enabling a customer to purchase certain amount of energy for an amount of credit of his choosing. Educating on the topic of: “How is electricity produced?” The PGE Group conducts education on a large scale. We educate the youngest - a group of 5 to 9 years old has the opportunity to watch educational theaters in schools. Older children take part in special lessons organized by PGE Dystrybucja. On the other hand, we target YouTube videos and special brochures and information to the wider audience. Development of a model of approach to business growth in less economically developed and less urbanised regions The PGE Group supports economic development in the regions in which it operates. We are present as a customer of local companies - subcontractors and suppliers. At the same time, our mines, power plants and other facilities create jobs for almost 40 ths local workers. Establishment of procedures and standards for external communications with local governments and local communities, forming the social dialogue strategy model The PGE Group in the Code of Ethics and the CSR Strategy has defined dialogue with local communities as one of key elements of action for the benefit of their surroundings. In 2017 works on the principles of conducting dialogue with the local community began. This initiative will allow for the co-ordination of activities and will serve as a guide for communication activities for project managers in subsequent investments. Monitoring the use of good practices at the businesses being part of the PGE Capital Group supply chain Work on the Code of Conduct for Suppliers is underway. The PGE Group, in its ability to verify compliance with the Code, intends to audit suppliers in terms of meeting the standards and principles set by the PGE Group. Employees Open STAKEHOLDER IDENTIFIED EXPECTATIONS ACTION TAKEN BY PGE Employees Creating professional development opportunities for employees PGE employees constantly improve their qualifications through participation in training courses, through specialized trainings, managerial competency development programs, postgraduate studies and foreign language courses. Employer care for work safety and employment stability PGE is committed to ensure that our employees have a secure workplace. Our constant goal is to promote a culture of safe work among our employees. Initiatives that we implement in this field are primarily based on preventive actions and the exchange of knowledge and experience. Employee involvement in activities in the area of social engagement Since 2014, the PGE Employee Volunteer Program "Help" is being implemented. The current three editions of the program were attended by about 300 employees. In addition, there are activities involving employees, such as joint planting of forests or fulfilling children's dreams during the Santa Claus action.