The identification of and communication with the stakeholders are the foundation for the implementation of corporate sustainable development. TSC maintains multiple communication channels with our stakeholders and carefully listens to the stakeholders’ voice. The stakeholders’ needs and expectations of TSC are taken as the reference for decision making. TSC hopes to create and share the maximum possible benefits with its stakeholders in the diversification of business activities.
      Corporate Sustainable Development Committee and executives in all departments held internal discussions and with the reference to stakeholder groups identified by the same trade, 21 categories of stakeholders were identified. Based on the criteria of AA1000 Stakeholder Engagement Standards (AA1000SES) for the scoring and prioritization of the stakeholders, seven categories of stakeholders were finally identified, including shareholders, employees, consumers/clients, raw material suppliers/contractors/agents, government agencies/elected representatives, media, and community residents. We regularly and irregularly make official communication and exchanges with the external world via TSC’s official website, Annual Report, Taiwan Sugar Communication, and the CSR Report. We also make use of other channels to understand the stakeholders’ issues of concern and provide relevant responses and description.

      TSC believes that for the sustainable development of a corporation, it is necessary to listen to the stakeholders’ opinions as important reference for sustainable development. Internally, TSC takes the initiatives to communicate with our stakeholders through our official website, trade union, related meetings, Annual Report, TSC Communication, internal publications, CSR questionnaire, customer services and other channels to understand the stakeholders’ issues of concern. In addition, through the coordination and communication among internal departments and units and based on our previous experience cooperating with our stakeholders, we set a SOP of PDCA (Plan-Do-Check-Act) to make prompt responses based on the sensitivity and level of impact of the nature of issues.

TSC’s Communication Channels with its Stakeholders

Stakeholders	Significance of Stakeholders	Issues of Concern	Communication Channels	Frequency	Communication Effectiveness in 2019
Shareholders	In the stakeholder structure, government agencies hold 96.51% of shares. They focus on TSC’s operating performance, corporate governance and sustainable development.	Integrity Management   Marketing and Labeling   Providing land for urban planning   Indirect Economic Impacts   Anti-corruption   Effluents and Waste	CSR questionnaire survey Shareholders’ meeting Annual report/financial report Official document exchanges TSC official website External communication mailbox	Annually Annually Regularly Occasionally Instantly Instantly	One shareholders’ meeting was held. The shareholders expressed their opinions fully in the meeting and these opinions were included in the meeting minutes. The remarks made by the shareholders regarding the provisional motion at the general shareholders’ meeting were replied to the individual shareholders in letters.
Employees	We regard our employees as the Company’s most important assets and the cornerstone of our growth. Therefore, we value our employees’ opinions and hope to create a workplace for them to enjoy work and life.	Labor/ Management Relations   Socioeconomic Compliance   Education and Training   Occupational Health and Safety   Customer Health and Safety	CSR questionnaire survey Taiwan Sugar Communication Official document exchanges TSC official website Opinion exchange platform Trade Union Confederation Congress Labor-Management Meeting Employee Welfare Association Employee satisfaction survey	Annually   Monthly   Occasionally Instantly Instantly Annually Quarterly Occasionally Annually	In order for smooth labor-management communication, all the units held a total of 86 labor-management meetings by 2019.   Meetings of the Federation of Trade Union Confederation and the Employee Welfare Association are held annually to provide various welfare measures for the employees and their family dependents, and the labor-management relationship is harmonious.   The satisfaction survey score was 74.2 points in 2019 employee satisfaction survey.
Consumers/clients	As a state-owned enterprise, the products and services TSC provides should be the model and example for the domestic food industry, and we also play a leading role in food safety in particular. Therefore, the recognition and advice given by our consumers/clients are the driving force for our continuous efforts and growth.	Customer Privacy   Customer Health and Safety   Marketing and Labeling   Socioeconomic Compliance   Effluents and Waste	CSR questionnaire survey Customer complaint mailbox Customer Service Hotline TSC official website FB TSC Fanpage   Customer satisfaction survey Service desk at operation branches External communication mailbox	Annually Instantly Instantly Instantly Instantly Annually Instantly Instantly	The Customer Complaint Mailbox is set up to handle customers’ inquiries, suggestions and complaints. In 2019, a total of 439 inquiries and 4,899 phone calls were received. All the consumers’ opinions were responded appropriately to solve the consumers’ problems.
Raw material suppliers/contractors/agents	We attach great importance to the quality of raw materials and labor services our distribution partners provide. We cooperate with our partners in an impartial, open and fair manner to achieve the goals of benefits sharing and sustainable development.	Marketing and Labeling   Customer Health and Safety   Socioeconomic Compliance   Supplier Environmental Assessment   Environmental Compliance	CSR questionnaire survey Symposium/education and training Supplier Evaluation Questionnaire TSC official website External communication mailbox Agents meeting Face to face communication Purchase/ Distribution contract	Annually Occasionally Annually Instantly Instantly Quarterly Occasionally Contract period	All the purchases were made in accordance with the Government Procurement Act, and there were no incidents of corruption. We conducted 18 irregular supplier audits and held 1 supplier symposium.
Government agencies/elected representatives	As a state-run business, opinions or inquiries expressed by the government agencies/elected representatives are the driving force for our continuous growth, and they are also the keys to our operating performance and sustainable development.	Socioeconomic Compliance   Environmental Compliance   Effluents and Waste   Customer Privacy   Circular Economy	Corporate governance evaluation Field inspection of work performance CSR questionnaire survey TSC official website Official document exchanges Discussion meetings External communication mailbox	Annually Annually Annually Instantly Occasionally Occasionally Instantly	The government agencies or elected representatives care about the major issues of TSC, and in 2019, there were 296 times of official document exchanges, 230 discussion meetings with relevant government agencies, and we responded to the elected representatives’ opinions promptly.
Media	As a state-run business, we attach great importance to the interaction with the media. If there are important events related to the Company, we respond promptly to the media to maintain and enhance the Company’s image.	Labor/ Management Relations   Emissions   Local Communities   Employee Diversity and Equal Opportunity   Economic Performance	CSR questionnaire survey TSC official website Press conferences External communication mailbox  SMS notifications New product presentation	Annually Instantly Occasionally Instantly Occasionally Occasionally	All sectors of the society are concerned about major issues of TSC. We respond immediately to the media and hold press conferences for major issues. In 2019, we held press conferences and released press releases 71 times, with a total of 8,591 SMS notifications.
Community residents	We are committed to maintaining community relations. Through communication and interaction with community residents, we can understand the residents’ issues of concern and establish a harmonious relationship.	Effluents and Waste   Customer Privacy   Sustainable Food   Socioeconomic Compliance   Environmental Compliance	CSR questionnaire survey TSC official website External communication mailbox Visiting the neighborhood Reaction through elected representatives On-site communication of person in charge	Annually Instantly Instantly Occasionally Occasionally Occasionally	TSC maintains a harmonious relationship with its neighboring communities and maintains the community environment with its neighbors. In 2019, TSC held a total of 185 neighborly activities.