Engagement channels and relevant issues for our Stakeholders
Active listening and constructive dialogue with Stakeholders
Iberdrola has set up the mechanisms and channels needed to ensure that all Stakeholders are able to interact and communicate with us.
These channels are constantly evolving to keep up with the needs and situations that apply at any given time and make them as effective as possible in building close, sound and long-lasting relationships.
Thanks to active listening and constant dialogue, Iberdrola group gains valuable insight on the main issues concerning Stakeholders, helping us to take better decisions and action.
Relevant cross-cutting channels and issues for all Stakeholders
Cross-cutting channels |
Relevant cross-cutting issues |
 Telephone, email, website and intranet |
 Ethics, integrity and transparency (accountability to Stakeholders and society) |
 Meetings and interviews |
 Climate emergency, energy transition and industrial partnerships |
 Innovation, artificial intelligence, digitalisation and cybersecurity |
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 Electricity prices |
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 Vulnerable customers and universal access to energy |
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 Strategy, investment plans, financial outlook and regulatory changes |
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 Respect for human rights, local comunnities and just transition |
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 ESG Performance and Sustainable Development Goals |
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 Action for biodiversity and nature |
Relevant channels and issues specific to each Stakeholder group
Iberdrola people
Specific channels
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Meetings with the president and management team
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Intranet, newspaper and employee management platform
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Volunteer channel and single employment channel
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Work climate surveys
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WhatsApp for employees
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Ethics mailbox
Specific relevant issues
- Attracting, developing and retaining talent
- Social benefits and work-life balance
- Diversity and equality
- Occupational health and safety
- Labour relations and rights
Shareholders and the financial community
Specific channels
- General Shareholders‘ Meeting
- Shareholders’ Club
- Shareholders‘ Bulletin
- Results presentations, Capital Markets & ESG Day and roadshows
- Investor relations app
- Corporate reports
- Shareholders’ ethics mailbox
- Shareholders' website
- Exclusive OLA channel
Specific relevant issues
- Strategy and investments
- Structure, composition and remuneration of the Board of Directors
- Economic and financial performance
- Shares and dividends
- Political and regulatory situation in the countries in which Iberdrola operates
Customers
Grids business' users
Specific channels
- Digital channels (customer website, app)
- Non-face-to-face channel (telephone)
- Satisfaction surveys
- Complaints systems
- Communication and dissemination campaigns
Specific relevant issue
- Quality of supply
- Customer satisfaction and experience
- Complaints, claims and incidents
- Present and future of the sector (Energy transition)
- Strategy and investments
Customers business' users
Specific channels
- Digital channels (customer website, social networks, chat, Iberdrola Customer App, public recharge App)
- Remote channel (telephone)
- Customer service points, pop ups
- Satisfaction surveys
- Communication and dissemination campaigns
Specific relevant issues
- Electricity bills and prices
- Customer satisfaction and experience
- Marketing of new solutions
- Complaints and incident claims
- Climate Change and Decarbonisation
Supply chain
Specific channels
- Supplier registration, evaluation and classification platform
- Satisfaction survey
- IBuy tender management platform
- Supplier service centre
- Supplier website
- Consultation mailboxes and Whistleblower Channel
- Traction campaigns, improvement plans and remediation plans
- Global and Local Supplier of the Year Awards
- Social and Sustainability Audits
Specific relevant issues
- Supply chain sustainability
- Purchasing conditions, contracts and payments
- Strategy and investments
- Supplier traction
- Economic and financial performance
- Support for innovation
- Improvement of tools
Communities
Media
Specific channels
- Website
- Press releases
- Events and meetings
- Social media
Specific relevant issues
- Strategy and investments
- Ethics, integrity and transparency
- Electricity bills and prices
- Iberdrola's role in the development of local communities
- Customer satisfaction and experience
Regulatory entities
Specific channels
- Queries and procedures
- Informational websites and capsules
Specific relevant issues
- Strategy and investments
- Present and future of the sector (Energy transition)
- Public policies
- Regulation of energy markets
- Regulation of remuneration to regulated businesses
People affected by the facilities
- Ethics mailboxes and other mechanisms for receiving complaints and claims at project level
- Community surveys
- Specific discussion panels with the community
- Web-based consultation mailbox
Specific relevant issues
- Communication with and involvement of local communities in operations
- Iberdrola's role in the development of local communities (employment, investment, taxes, local purchasing)
- Support for vulnerable groups
- Rights of local communities over land or housing and socio-cultural heritage
Environment
Specific channels
- Corporate website and reports
- Inspections and audits
- Alliances, collaborations, events and conferences
Specific relevant issues
- Climate change and decarbonisation
- Biodiversity
- Sustainability indexes
- Environmental management
- Present and future of the sector (Energy transition)
- Circular economy
Iberdrola shares the outcome of its Stakeholder relations in its communication strategy on the corporate website and on social media, as well as through various reporting elements, especially the Statement of Non-financial Information [PDF] External link, opens in new window. and the Integrated Report [PDF] External link, opens in new window..
Corporate purpose and values
A model that prioritizes the people and the planet.
Stakeholder capitalism
A commitment to long-term, sustainable value creation.