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Identification of and Communication with Stakeholders

           The identification of and communication with the stakeholders are the foundation for the implementation of corporate sustainable development. TSC maintains multiple communicatio 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.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.




          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 2020
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 72 labor-management meetings during 2020, and the labor-management relationship is harmonious.

The meeting of the Federation of Trade Union Confederation is held annually.

The Employee Welfare Association provides various welfare measures for the employees and their family dependents.

The satisfaction survey score was 71.6 points in 2020 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 2020, a total of 504 inquiries and 8,012 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 21 irregular supplier audits.

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 2020, there were 322 times of official document exchanges, 240 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 2020, we held press conferences and released press releases 47 times, with a total of 7,050 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 2020, TSC held a total of 149 neighborly activities.

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