56 / 166
Stakeholder engagement
Customers
Nature of relationship
• Local management engages with customers of their business
• Call centres
• Independent complaints channels
• Tip-offs ethics line
(bidcorp@tip-offs.com)
• Bidcorp admin email address
(admin@bidcorp.co.za)• Bidcorp website
(www.bidcorpgroup.com)
Material issues
• Compliance with social,
environmental and human
rights standards
• Compliance with consumer
protection legislation in all
Bidcorp jurisdictions
• Support of our customer-
centric ethos
• Customers increasingly
expect “smart green
solutions” across all
products and geographies
Actions
• Continuous monitoring of call
lines and email addresses
• Staff training on new
legislation
• Customer service
improvements identified and
actioned
• Engagement in new
electronic media initiatives,
including blogs, social
and mobile media
communications
Suppliers
Nature of relationship
• Ongoing communication by local management with suppliers on
trends and changing customer requirements
Material issues
• Need for clear communication
channels providing accurate,
timely information to all parties
• Joint pursuit of efficiencies
• Long-term sustainable support
of small and/or black suppliers
(in South Africa)
• Need to support local sourcing
Actions
• New electronic media
initiatives
• Supportive relationships
with small and/or black
business to ensure their
sustainability
• Continued efforts to
streamline logistics chain
Employees
Nature of relationship
• Employee surveys
• Health and safety interaction
• Customer visits; feedback from sales representatives and drivers
• Close involvement of local managers with local teams
• Employment equity forums (South Africa)
• Trade union engagement
Material issues
• Market-related remuneration
• Group policy to ensure good
employee relationship
• Moving from awareness of
employee issues to action on
these issues
• Health and safety
• Reporting on fatalities
• Reporting on lost-time
injuries, resignation and
fatalities statistics
• Retention of a well-trained
and equipped workforce
Actions
• Stepped-up health and
safety training
• Effective mobile
communication tools
identified and introduced
• Focus on reduction of work-
related injuries
• Career pathing and training
initiatives across each
division
• Graduate recruitment
programmes
Shareholders, including
investors and analysts
Nature of relationship
• Investor meetings
• Online updates/communications
Material issues
• Need to communicate group
strategy, group performance
and significant non-financial
issues
Actions
• Inclusion of non-financial
issues in annual integrated
report
• Assessment of non-financial
data collection for reporting
Annual integrated report 2017
Bid Corporation Limited
52
GOVERNANCE REVIEW