Stakeholder
Engagement
Stakeholder Engagement
- For annual performance, please refer to our Sustainability Report 2020.
Engaging Stakeholders
Ongoing and consistent engagement with our diverse stakeholders is crucial to create a clear and positive mutual understanding and to build effective long-term relationships. Their views, priorities and expectations enable us to identify risks and opportunities, balance different interests and make informed decisions. Through such engagements, we also leverage the opportunity to proactively communicate with our stakeholders and gain valuable feedback on our initiatives.
Engagement Channels and Stakeholders’ Interests
Our stakeholders are entities or individuals who are substantially related to our principal activities along our value chain at locations where we operate and/or whose actions are expected to significantly affect the Corporation's ability to achieve its objectives. To ensure a systematic approach to our engagements, we group our stakeholders into ten main categories, each of which is engaged through various means to help us identify possible emerging risks and opportunities to our business operations. Details on our engagement channels, stakeholders' interests and our responses are provided in the Stakeholder Engagement Table below.
Business Partners
Communities
Customers and Passengers
Environmental Interests
Investors
Media
Political Interests
Regulators
Staff
Suppliers
Stakeholder Engagement Table
Our Responses
- Website
- Sustainability Report
Business Partners
- Industry meetings, conferences, job fairs, road shows
- Partnering programmes, contract and site meetings, seminars
- Organisational governance structure and process
- Fair operating practices (ethical dealings with other organisations)
- Anti-corruption
- Fair competition
- Access to essential services (including avoidance of service disruption)
Communities
- Social media channels
- Media relations, public announcements, press releases
- Contact with the press
- Corporate responsibility initiatives through Community Connect
- Community liaison group meetings
- MTR Society Link
- “More Time Reaching Community” staff volunteering scheme
- Art in MTR
- Partnering programmes with Non-governmental Organisations (NGOs)
- Access to essential services (including avoidance of service disruption)
- Community involvement and development (engagement)
Customers and Passengers
- Customer satisfaction surveys
- MTR Mobile app
- MTR Club
- MTR website and Facebook page
- MTR hotline and online feedback
- Customer education
- Customers' health and safety
- Sustainable products and services
- Customer service, support, and complaint handling
- Customer data protection and privacy
- Access to essential services (including avoidance of service disruption)
Environmental Interests
- Meetings with green groups and investors
- Continuous Environmental Improvement Programme (CEIP)
- Environmental Impact Assessment Consultation
- Ecologists' advisory services
- CDP Disclosure
- Wetland Special Advisory Committee
- Sustainability Report
- Prevention of pollution (air, water, and waste)
- Sustainable resource use (resource efficiency and water use)
- Climate change
Investors
- Annual and interim reportings
- General Meetings
- Announcements and Circulars
- Investor meetings, conferences and road shows
- MTR Hotline, online feedback and email enquiries
- MTR Website
- Share registrar
- Investor questionnaires
- Organisational governance structure and process
- Fair operating practices (ethical dealings with other organisations)
- Anti-corruption
- Fair competition
- Responsible political involvement
- Access to essential services (including avoidance of service disruption)
- Climate change
Media
As an alternative platform, media reflects topics that are of stakeholders' concerns. We engage with them in a regular manner through different channels.
Included both traditional and online media that deliver information such as news, commentaries and other stories to the public. As an alternative platform, media reflects topics that are of stakeholders' concerns.
Political Interests
- Legislative Council meetings
- Meetings with District Councillors
- District Council liaison group meetings
- Meetings with Legislative Councillors
- Other meetings
- Organisational governance structure and process
- Anti-corruption
- Customers' health and safety
- Responsible political involvement
- Access to essential services (including avoidance of service disruption)
- Prevention of pollution (air, water and waste)
Regulators
- Regulatory compliance reports
- Legislative Council meetings
- Advisory panels on transport and urban planning
- Meetings with District Councillors
- Meetings with Legislative Councillors
- Customers’ health and safety
- Responsible political involvement
- Access to essential services (including avoidance of service disruption)
- Customer data protection and privacy
- Employee and contractor health and safety
- Prevention of pollution (air, water and waste)
Staff
- CEO Messages
- Management Communication Meetings
- Divisional/
Departmental Communication Meetings - Staff Engagement Survey
- Staff Consultation Mechanisms (Staff Consultative Council (SCC) and Joint Consultative Committee (JCC))
- Meetings with staff unions
- Staff communication programmes
- Various internal communications
- Programmes and channels
- “We are MTR” retiree programmes
- Organisational governance structure and process
- Conditions of work and social protection
- Employee and contractor health and safety
Suppliers
- Supplier surveys on Corporate Responsibility
- Supplier audits
- Industry conferences and road shows
- Partnering programmes, site visits and seminars
- Fair operating practices (ethical dealings with other organisations)
- Fair competition
