The methodology developed by the Hellenic Petroleum Group the objective of which is to successfully and effectively communicate with all stakeholders, is a multidimensional project that has been allocated to specific sub-programs with different characteristics and manners of implementation in order to respond to the peculiarities of each stakeholder group and ensure that the most appropriate channels and methods of communication are adopted. The criteria used for this selection are based on the desired level of information and the opportunity provided for feedback so that the company can receive and react quickly and effectively to that information.
As our employees are our most valuable ambassadors we try to communicate any important news as quickly as possible and through the most appropriate channels such as: Training, intranet, e-mails, departmental announcements, bulletin boards and informative meetings. Employee information feedback is critical to our success and tools are implemented to this effect such as employee suggestion scheme, targeted surveys etc. In addition, employees also interact through collective representation bodies.
Dialogue with suppliers/partners takes place via meetings/visits/inspections and evaluation questionnaire that includes social criteria and indicators, as well as the ten Principles of UN Global Compact.
In regards to communication with customers and consumers, there is a 24-hour hotline, technical support and a complaints resolution procedure. Hellenic Petroleum also conducts surveys in different fields the results of which are used to improve products and services and for complaint management. Specifically regarding petrol stations a specific control program (in collaboration with the NTUA) is established as well as mystery shopper programs. Thorough information is provided regarding products on a constant basis.
The model of communication is differentiated regarding our network of petrol station partners which includes information and education on key issues as well as research which focuses on improving cooperation with the ultimate recipient of the end customer/consumer. This also includes checks, inspections and personal contact with all partners.
We consistently invest in the bidirectional communication with local & wider society representatives, including citizens, associations, NGOs, Environmental Organizations, Social Services, education community etc. implementing an ongoing open door policy which takes place either physically, via meetings, conferences, events, etc. or through electronic media (website, social networks) or publications and announcements. Public opinion surveys, focus groups and personal interviews also take place. Moreover, Hellenic Petroleum has begun to evaluate key actions based on their social impact based on SROI (Social Return on Investment).
Media and social media: The use of traditional means of communication and new social media networks are also used as a helpful listening tool for collecting and managing our stakeholders’ views while also for the appropriate management / response on any questions or queries regarding issues, whenever asked.
Business Community: In regards to businesses and business associations, all dialogue is developed through executive staff participation in seminars, conferences, associations and networks, as members of sectoral institutions, within and outside Greece, with local and sectoral collaborations and synergies, while company relevant information is announced on the Internet and in the media.
State & Regulatory Authorities: Special meetings are held with supervisors, ministries and regulatory authorities.
Shareholders, Investors, Capital Markets and Other Capital Providers are informed through announcements, press releases, teleconferences, special publications, road shows, regular and extraordinary shareholders meetings, and other meetings.
Scientific and Academic Community with exchange of know-how and scientific research, Memoranda of Cooperation.
Since 2013, the methodology for identifying the material issues was adopted, in order to identify and evaluate the most significant aspects for key main stakeholders. Analysis followed a process including a survey and interviews in stakeholders inside and outside organization which formed a Materiality Matrix.