Stakeholder Engagement
Stakeholders Participation
To achieve sustainable business success and long-term growth, the Company integrates the expectations, impacts, and relationships of stakeholders throughout the corporate business value chain. This integration spans product and service development, day-to-day operations, and the ultimate delivery of shared value to society. Consequently, the Company prioritizes the systematic identification, prioritization, and engagement of stakeholders. This approach ensures that corporate decision-making and strategic executions tightly align with stakeholder needs, reinforcing the creation of sustainable long-term value.
Management Approach
The Company establishes a comprehensive stakeholder management framework spanning the entire business value chain. The process initiates with a profound understanding of product and service characteristics, core business activities, and potential economic, social, and environmental impacts on stakeholders at each operational stage. Following this impact analysis, stakeholder groups are identified and prioritized based on their level of influence on the business and the intensity of the impact they receive. Appropriate engagement methodologies are then formulated to respond efficiently and effectively to material sustainability issues.
Operational Implementation
The Company systematically analyzes its core microfinance products, services, and value chain activities to identify touchpoints that may generate economic, social, or environmental impacts. This analytical baseline is used to categorize primary stakeholder groups, including Shareholders, Employees, Customers, Business Partners, Communities, Regulatory Authorities, and Society at large.
Subsequently, these stakeholders are prioritized by mapping their level of influence against the level of impact received from the Company's operations. The Company prescribes customized engagement channels tailored to each group, such as targeted communications, official meetings, perception surveys, grievance mechanisms, and continuous information disclosure. Feedback, expectations, and material concerns gathered from these engagements are analyzed and integrated into the Company's corporate strategy formulations, product and service refinements, and the management of sustainability-driven risks and opportunities. Furthermore, the stakeholder engagement process is monitored and reviewed regularly to optimize its ongoing appropriateness.
Stakeholder Engagement Performance (2025)
The Company successfully classified primary stakeholder groups and addressed their material expectations through verified operational activities and achievements in 2025 as detailed below:
Engagement Channels & Activities
- Annual General Meeting of Shareholders (AGM)
- Opportunity Day sessions
Performance Outcomes & Strategic Responsiveness
Systematically captured inquiries and strategic recommendations raised by investors during Opportunity Day sessions to review the Company's corporate direction and refine future strategic goals, thereby reinforcing investor confidence.
Engagement Channels & Activities
- Employee Engagement Survey
- Internal communication channels
Performance Outcomes & Strategic Responsiveness
- Executed the annual survey between September 15 and 29, 2025, with 2,332 employees participating (representing an 84.44% participation rate). The total engagement satisfaction score reached 82.57%, surpassing the corporate target. The results were structurally integrated into employee welfare systems and career path development plans.
- Maintained dedicated internal grievance channels for employees.
Engagement Channels & Activities
- Customer satisfaction surveys
- Grievance handling mechanisms
- In-person branch service touchpoints
Performance Outcomes & Strategic Responsiveness
- Analyzed customer satisfaction survey data to formulate marketing strategies and refine credit product development pipelines for 2026. Customer satisfaction rates exceeded the pre-established targets.
- Maintained accessible and transparent grievance mechanisms specifically for customer dispute resolution.
Engagement Channels & Activities
Regular site visits and consultation meetings throughout the year with partner networks (e.g., agricultural equipment dealers, machinery factories, and motorcycle dealerships)
Performance Outcomes & Strategic Responsiveness
- Cultivated robust relationships across diverse business partner categories; zero operational disruptions or bottlenecks were reported, and zero payment delays occurred, ensuring seamless business continuity.
- Maintained dedicated grievance and feedback channels for business partners.
Engagement Channels & Activities
- Corporate Social Responsibility (CSR) activities
- Rapid-response field deployments for disaster relief operations
Performance Outcomes & Strategic Responsiveness
- Sponsored and supported the Cataract Surgery Project at Uttaradit Hospital between July 3 and 5, 2025.
- Deployed field relief teams to directly assist local citizens and branch employees affected by severe flooding.
- Maintained an open, accessible public grievance mechanism for the general public and local communities.