Understanding the concerns of our varied stakeholders is key to our growth and sustained profitability. Accordingly, we have set in place formal mechanisms for engaging with shareholders with responsibility for engagement shared across the organisation (Figure 02). By understanding the needs and concerns of our key stakeholders, we are able to identify opportunities for business growth which address their concerns and drive innovation in a number of areas including products and services (Table 1).

How We Connect with Stakeholder Groups

Stakeholder	Engagement activities	Frequency	Areas of Concern
Shareholders and Investors	Annual Reports and Annual General Meetings Extraordinary General Meetings Interim Financial Statements Investor presentations Press conferences and releases Announcements to Colombo Stock Exchange One-to-one discussions Corporate website	Annually As required Quarterly As required As required As required As required Continuous	Financial performance Governance, transparency and disclosure Shareholder communication policy Business expansion plans Customer services Financial inclusion Risk management Sustainable growth
Customers	Customer satisfaction survey Complaint Resolution Officer Relationship Managers Touch points Media advertisements Corporate website Customer workshops	Bi-annually As required As required As required As required Continuous As required	Customer service Customer security and privacy Service quality Financial inclusion Affordability of services and convenience Dispute resolution Financial education and literacy
Employees and Employee Associations	Managers’ conference Regional review meetings Newsletters Emails Training programmes Intranet Special events for staff engagement	Annually Quarterly Quarterly As required As required Continuous As required	Performance and reward management Investment in HR Work life balance Recruitment, retention and attrition Value driven corporate culture Diversity and inclusion Future plans Carrier progression
Government Institutions	On-site and off-site surveillances Directives and circulars Meetings and consultations Press releases Periodic returns	Annually As required As required As required As specified	Compliance with regulations, directives and codes Expansion Local & Overseas Microfinance and SME development Consolidation of the financial sector
Suppliers and Business Partners	Supplier relationship management On-site visits and meetings	As required As required	Contractual performance Responsible sourcing Future business opportunities
Society and Environment	Delivery channels Press releases, conferences and media briefings Informal briefings and communications Public events Call centre and information centre Corporate website	Continuous As required As required As required Continuous Continuous	Responsible financing Community investments Financial inclusion Recruitment Microfinance and SME development Ethics and business conduct Environmental performance

Table - 1

Figure - 2