Page 165 - BTSGroup ONE REPORT 2021/22_EN

BTS Group Holdings Public Company Limited 5.3 Corporate Governance Perfomance Report 163
Annual Report 2021/22

Policy and Guideline on Treatment of Stakeholders In addition, BTS Group provides trainings for its customer service personnel to

Shareholders: Shareholders, as the owners of the Company, are entitled to fair enhance their skills and knowledge continuously. All of these are to maximise
and equal treatment in accordance with the shareholder rights as prescribed customers’ satisfaction and maintain the standard of services of the Group.
under the laws and the articles of association, including the right to attend and
vote at the shareholders’ meeting, the right to freely express opinion and the right Employees: BTS Group believes that employees are the key factor and valuable
to receive fair returns. The Company strives to deliver accretion of shareholder resource in its business operations. The Group respects the internationally
value through earnings growth and improvement of operational effectiveness. proclaimed human rights principles and relevant laws and regulations, and
Specifically, the Company aims to deliver long-term shareholder returns that treat all levels of employees equally and without discrimination. The Group also
outperform returns from investment alternatives with a similar risk profile. places importance on the wellness and occupational health, personal safety and
property, and the working environment of its employees, as well as promoting
In addition, the Company conducts shareholders surveys to inquire the good corporate culture and team work. All employees are equally provided
shareholders’ opinion and promote engagement between the shareholders with an opportunity for career growth. Valuing the potential of employees, BTS
and the Company in order to further improve the Company’s operation. Group focuses on personnel development, offering continuous programmes
of internal and external trainings to its employees. BTS Group also organises
Customers: BTS Group is committed to delivering customers’ satisfaction group activities, either among the employees or between the employees
and confidence. The Group focuses on quality and safety of the products and the executives, in order to develop and build a good relationship in the
and services, accountability towards customers and safeguarding of customer organisation. In this regard, the Group conducts employee engagement surveys
information. By conducting customers’ satisfaction surveys, the Group to assess the employees’ opinions and engagement with the organisation,
uses them as guidance to develop and improve the products and services. as well as acknowledging and understanding the employees’ expectation
The Group’s success is dependent on its ability to develop and maintain towards the Group. All the information received will be used to improve the
a long-lasting customer relationships. efficiency in the organisation and human resource management both in the
short-term and long-term.
BTS Group places high priority on customer safety. In operating the mass transit
business, BTSC has received various standard management certifications, e.g. Business partners: BTS Group values its business partners as key supporters
ISO 9001 for Quality Management System, OHSAS 18001:2007 for Occupational of its operation. The Group, therefore, treats all business partners on the basis
Health and Safety Management System, and the Safety Management System of equality and fair competition. Besides, BTS Group places an emphasis on
(SMS) following the Best Practice Model (BPM) of Ricardo Rail. transparency and straightforwardness in doing business, selecting business
partners equitably, and negotiating and concluding contracts with its business

BTS Group put in place various channels for customers to provide comments partners to allow both parties to receive fair consideration. BTS Group will treat
and suggestions, e.g. hotline centre and online social media, i.e. Facebook, its business partners in accordance with the contracts, as well as the Group’s
LINE and Twitter, as well as launching a mobile application (BTS SkyTrain business ethics. In addition, BTS Group sets out the Supplier Code of Business
app) to provide real-time information of passenger density and status of BTS Conduct to define the basic commitments required from BTS Group’s suppliers
SkyTrain services. BTS Group also conducts customer satisfaction surveys concerning their social and environmental responsibilities in the pursuit of securing
and uses the same as guidelines for improvement of services and operations. sustainable business conduct throughout the Group’s supply chain.