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:::   Identification of and Communication with Stakeholders

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 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.


Identification of Stakeholders

          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, employees, consumers/clients, raw material suppliers/contractors/agents, government agencies/elected representatives, media, and community residents.



Communications with Stakeholders

          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.

Stakeholders Significance of Stakeholders Issues of Concern Communication Channels/ Frequency Communication Effectiveness in 2021
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
  • ESG questionnaire survey/Annually
  • Shareholders’ meeting/Annually
  • Annual report/financial report/Regularly
  • Official document exchanges/Occasionally
  • TSC official website/Instantly
  • External communication mailbox/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
  • ESG questionnaire survey/Annually
  • Taiwan Sugar Communication/Monthly
  • Official document exchanges/Occasionally
  • TSC official website/Instantly
  • Opinion exchange platform/Instantly
  • Trade Union Confederation Congress/Annually

Labor-Management Meeting/Quarterly

Employee Welfare Association/Occasionally

Employee satisfaction survey/Annually

  • In order for smooth labor-management communication, all the units held a total of 65 labor-management meetings during 2021 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 72 points in 2021 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
  • ESG questionnaire survey/Annually
  • Customer complaint mailbox/Instantly
  • Customer Service Hotline/Instantly
  • TSC official website/Instantly
  • FB TSC Fanpage/Instantly
  • Customer satisfaction survey/Instantly
  • Service desk at operation branches/Instantly
  • External communication mailbox/Instantly
  • Our 2021 customer satisfaction survey was conducted, and it averagely scored 95.49 points, an increase of 2.28 points compared with the 93.21 points in 2020.
  • The Customer Complaint Mailbox is set up to handle customers’ inquiries, suggestions and complaints. In 2021, a total 7,915 inquiries of 768 e-mails and 7,147 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
  • ESG questionnaire survey/Annually
  • Symposium/education and training/Occasionally
  • Supplier Evaluation Questionnaire/Annually
  • TSC official website/Instantly
  • External communication mailbox/Instantly
  • Agents meeting/Quarterly
  • Face to face communication/Occasionally
  • Purchase/ Distribution contract/Contract period
  • All the purchases were made in accordance with the Government Procurement Act, and there were no incidents of corruption. We conducted 23 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/Annually
  • Field inspection of work performance/Annually
  • ESG questionnaire survey/Annually
  • TSC official website/Instantly
  • Official document exchanges/Occasionally
  • Discussion meetings/Occasionally
  • External communication mailbox/Instantly
  • The government agencies or elected representatives care about the major issues of TSC, and in 2021, there were 519 times of official document exchanges, 234 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
  • ESG questionnaire survey/Annually
  • TSC official website/Instantly
  • Press conferences/Occasionally
  • External communication mailbox/Instantly
  • SMS notifications/Occasionally
  • New product presentation/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 2021, we held press conferences and released press releases 44 times, with a total of 5,505 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
  • ESG questionnaire survey/Annually
  • TSC official website/Instantly
  • External communication mailbox/Instantly
  • Visiting the neighborhood/Occasionally
  • Reaction through elected representatives/Occasionally
  • On-site communication of person in charge/Occasionally
  • TSC maintains a harmonious relationship with its neighboring communities and maintains the community environment with its neighbors. In 2021, TSC held a total of 100 neighborly activities.
Online community Due to the advancement of IT and the popularization of the Internet, TSC has to have more intensive contacts with the online community to expand the depth and breadth of information dissemination and make rapid response to various issues. We constantly improve the positive impression of TSC’s business operation through listening to the online community and responding in a positive manner. 
  • Social Participation
  • Farmers’ Revenue
  • Food Safety and Labeling
  • Human Rights Policy
  • Healthy and Affordable Food 
  • Corporate Governance 
  • ESG Topics Questionnaire Survey/Annually
  • TSC’s Global Information Network/Instantly
  • FB TSC Fanpage/Instantly 
  • Line/Instantly 
  • YouTube channel/Instantly
  • Instagram/Instantly 
  • TSC listens to the public through the online community. Our FB TSC Fanpage (Health TSC) published 215 posts to communicate with external community.
  • In 2021, TSC announced epidemic-related information, such as epidemic prevention alcohol, quintuple stimulus voucher revitalization plan, and the number of fans increased by 24% compared with the previous year.

Insurance companies/ Financial institutions In the process that drives enterprises to move toward sustainable transformation and low-carbon economy, the lifeblood of funds plays a crucial role, and financial institutions are also gradually aware of the risks in potential environment, society, and governance. The company may face ESG performance rating from insurance companies and financial institutions in the future. TSC is dedicated to becoming a benchmark corporation for sustainability in Asia, and will keep improving its ESG performance. 
  • Food Safety and Labeling 
  • Compliance
  • Energy
  • Social Participation
  • Climate Action
  • Biodiversity
  • Equator Principles
  • Green Finance
  • Credit Rating
  • ESG Topics Questionnaire/Annually
  • TSC’s Global Information Network/Instantly
  • External communication mailbox/Instantly
  • Face-to-face communication/Occasionally
  • The Company’s annual report/Annually
  • Sustainability Report/Annually
  • Bank credit work/Occasionally
  • Credit rating discussion meeting/Annually
  • As ESG issues gradually heat up and to cope with the short-term capital allocation needs, TSC conducted 4 times of bank credit business in 2021. A credit rating management level meeting was held in 2021, in which the company’s operating conditions were fully discussed. TSC was affirmed long-term "twAA-" short-term "twA-1+" ratings by Taiwan Ratings, outlook stable. We will continue to pay attention to the development of ESG. 

 


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