SBM-2 – Interests and views of stakeholders

The Group considers the opinions and interests of its customers by conducting regular satisfaction surveys; in 2023, the parent company Enea S.A. conducted such a survey among its individual and business customers, and the satisfaction index (CSI) obtained at that time was 65.8 points. Another survey of this type is planned for 2025.

In 2023 the Group tested the quality of its services using the mystery shopper method: the satisfaction rate was 83%. Moreover, the results of surveys from the IVR system, where we examined the level of satisfaction with services provided by the Contact Center and Customer Service Offices in 2024, were 78.66%.

The results of the survey are presented to the management of Enea S.A. and form the basis for the development and implementation of organizational and system changes aimed at improving customer satisfaction. One of the objectives of the Enea Group Development Strategy until 2035 is to achieve a new quality of customer service. In a stakeholder survey conducted as part of the Double Materiality Analysis, customers answered questions about their perception of the Enea Group and also indicated which sustainability areas should be considered by the Group as a priority.

The Enea Group respects the right of employees to freely organize and strike and observes all provisions of the Labor Code, the Act on Trade Unions and the Collective Dispute Resolution Act. The Group’s member companies conduct regular and active dialogue with trade unions. This approach has become an integral part of the company’s organizational culture and is one of its strategic management tools. Meetings are held at the initiative of the employer or the trade unions.

The Enea Group conducts consultations with employee representatives and exchanges views on the employer’s situation with them. The Group additionally organizes presentations on regulations that affect the order of work and enters into agreements regulating labor issues. Once a year, Group companies also negotiate wage agreements regarding salary increases or one-time awards.

The Enea Group is committed to social dialogue based on the independence of the parties, on the provisions of law, on mutual trust, as well as on seeking compromise and observing the accepted rules. At the same time, we understand that respectable and friendly working conditions and employee relations, which are based on the Group’s corporate values of responsibility, integrity, competence and safety are essential to the implementation of its energy transition plans.

In 2024, the Group’s parent company, Enea S.A., held talks with trade unions on issues such as wages, terms of employment and working conditions, as well as social issues. Most of these discussions resulted in agreements. Once in three months, Enea’s Supervisory Board receives information on the scope of cooperation with trade unions.

The Group believes that the new Development Strategy introduced in 2024 will have a positive impact on employees. Some of the adopted strategic objectives address employee issues directly, for example:

• growth of competences and optimization of HR processes;
• improvements in employee safety and infrastructure.

In a stakeholder survey conducted as part of the Double Materiality Analysis, employees answered questions about their perception of the Enea Group and also indicated which sustainability areas should be considered by the Group as a priority; compared to external stakeholders, the employee survey included more issues related to employment.

Enea S.A. is listed on the Warsaw Stock Exchange Investors are one of the most important stakeholders for the Group. Ongoing and transparent communication with investors is the responsibility of the Investor Relations Department and is carried out through the publication of current and periodic reports, results conferences, the Shareholder Meetings, and the use of the Electronic Information Transmission System, (ESPI) and the Electronic Information Database (EIB).

Maintaining a strong market position and increasing the company value are the overarching goals that the Enea Group has set for itself when designing its Development Strategy until 2035, which are consistent with the expectations of investors. In a stakeholder survey conducted as part of the Double Materiality Analysis, investors answered questions about their perception of the Enea Group and also indicated which sustainability areas should be considered by the Group as a priority.

Ensuring responsible transition of regions is one of the strategic objectives of the Development Strategy until 2035; the Group also plans to cooperate with Local Government Units (LGUs) in the development of industrial areas. Group companies cooperate with local governments and conduct public consultations in the case of new investments.

In 2025, the Enea Group plans to develop a Stakeholder Engagement Policy to regulate the principles of dialogue with various stakeholder groups. LW Bogdanka S.A. observes the provisions of the Social Engagement Policy.

Products and services provided to the Enea Group by business partners and suppliers play a key role in the Group’s activities. The Group closely cooperates with suppliers both at the tender stage and during the performance of orders. In a stakeholder survey conducted as part of the Double Materiality Analysis, business partners and suppliers answered questions about their perception of the Enea Group and also indicated which sustainability areas should be considered by the Group as a priority.

Representatives of public administrations such as the Energy Regulatory Office, the Office of Competition and Consumer Protection and the Personal Data Protection Office have a significant influence on Enea Group’s operations, including energy prices for households, provisions of sales contracts or data protection systems. The Enea Group conducts constant dialog with the public administration and adapts its operations to the administration’s requirements. In a stakeholder survey conducted as part of the Double Materiality Analysis, public administration representatives answered questions about their perception of the Enea Group and also indicated which sustainability areas should be considered by the Group as a priority.

Workers in the value chain are a diverse group of stakeholders due to the nature of their work as well as their location (Poland, Europe and the world). The Enea Group did not involve workers in the value chain in the double materiality analysis process, but took into account their interests related to labor law.

The Enea Group is actively participating in the activities of industry organizations, which represent the interests of energy companies. They include, among others, the Polish Association for Electricity Transmission and Distribution (PTPiREE) and the Energy Trading Association. In a stakeholder survey conducted as part of the Double Materiality Analysis, industry organization representatives answered questions about their perception of the Enea Group and also indicated which sustainability areas should be considered by the Group as a priority.

The Enea Group cooperates with non-governmental organizations in terms of social initiatives, including, among other things, support for education, sports and health. In a stakeholder survey conducted as part of the Double Materiality Analysis, non-governmental organization representatives answered questions about their perception of the Enea Group and also indicated which sustainability areas should be considered by the Group as a priority.