2 O 1 4 C O R P O R A T E R E S P O N S I B I L I T Y. Bank s. Stakeholders

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1 O C O R P O R A T E R E S P O N S I B I L I T Y

2 O C O R P O R A T E R E S P O N S I B I L I T Y Impact Group on.. Identification of high medium low G-a Stakeholder groups have been selected following a mapping process. This process was conducted based on the results of internal survey to determine the influence of respective Stakeholder groups in the Bank and the influence on those Stakeholder groups. Stakeholder mapping NGO Students organizations Competitors The survey was completed by the people running the company s units with highest involvement in the implementation of the CSR policy. This way, key of the Bank Millennium Group were selected. They include,,, partners, Social environment, Regulators and Market Supervision and the. CSR analysts Media Public opinion Customers Shareholders Market Regulators and Supervision Financial analysts Auditors low medium high Impact of the on the activity Group focus inform monitor support Contact

3 O C O R P O R A T E R E S P O N S I B I L I T Y.. Identification of Group G-a Customers Shareholders Market Regulators and Supervision Contact

4 O C O R P O R A T E R E S P O N S I B I L I T Y Communication channels with.. Dialogue with Shareholders and analysts G-a The Company carries out a documented dialogue with key Stakeholder groups, aimed at learning their opinions and expectations from their cooperation with the Bank. General Meeting of Shareholders Roadshows Conferences Meetings Stock exchange and press announcements Website Phone calls Cooperation with social organizations Educational projects Conferences with NGO Meetings Branches Website Internet banking Infoline Meetings Satisfaction surveys Claims Customers Periodic meetings Phone calls The feedback from is received from the following sources: Intranet Community discussion board In house magazine Internal meetings Satisfaction surveys Evaluation system Corporate events Contact

5 O C O R P O R A T E R E S P O N S I B I L I T Y.. Dialogue with and Analysts Key issues stemming from dialogue with (/) Stakeholder Communication channels Frequency of dialogue Topics raised actions Details Shareholder Meeting Roadshows and conferences Meetings Stock exchange communication and press releases Contact through Internet, , phone Branches, Internet and mobile banking, Internet, Hotline, Complaints Product and service satisfaction surveys and customer service quality surveys Meetings with clients Intranet, social site for employees, other internal publications Corporate meeting with the participation of the Employee evaluation system Satisfaction and motivation surveys Once a year Several times a year Several hundred times a year Monthly/quarterly /yearly and ad hoc More than ten times a year Once a year Once a quarter Once a year G-a G-a Transparent activity, quick and easy access to information about the Bank High quality of products and services offered, ethical marketing and selling practices, fair consumer practices, safety of deposited funds, ease of communication with the Bank, improvement in the operation of products and processes Stability of employment and professional development opportunities, fair salary and rewards, responding to requests submitted by employees Observance of external standards for listed companies, Compliance Policy, ensuring transparency and security of operations, quick exchange of information through multiple communication channels with Shareholders Running quality improvement projects, introducing solutions in response to client needs, application of ethical selling procedures, ensuring safety of client funds and ability to contact the Bank quickly Regular monitoring of goals included in the HR policy, surveying the needs, motivation and satisfaction of employees, allowing employees to express their opinion through different communication tools Contact

6 O C O R P O R A T E R E S P O N S I B I L I T Y.. Dialogue with Key issues stemming from dialogue with (/) Stakeholder Communication channels Frequency of dialogue Topics raised actions Details Social environment Periodic meetings Telephone, Offers of cooperation Contests and training for students Conferences with representatives of the social side and NGOs Cooperation with Universities al rankings al reports for state administration authorities Several hundred times a year Several hundred times a year Several dozens a year Several dozens a year A few times a year Several dozens a year More than ten a year G-a G-a Fair rules for selecting and cooperating with Supporting social projects by the company and employees Reducing the negative impact on the environment, environmental education of clients and employees Use of objective procedures for selecting ; timely performance of agreements Merit-based and financial support for social projects; encouraging employees to take part in social and volunteering campaigns Monitoring and lowering impact on the environment, environmental education programs Contact