Community Complaint Management IRPC acknowledges the importance of promptly examining and addressing the community’s needs and concerns communicated through complaint channels aiming for swift resolution and mitigation of impacts resulting from the company’s business operations. In response, IRPC has assigned the Emergency Control Center to efficiently manage complaints and provide timely assistance to affected communities. In 2023, IRPC received a total of 1 community complaints. 100% were addressed and resolved directly through remediation efforts. Implementation In 2023, IRPC remains committed to creating value for communities and society through the implementation of CSR projects in the areas of health and well-being, education, and the environment, guided by our CSR framework. Some highlighted projects in each focus area include: Community Satisfaction Survey To evaluate the effectiveness of our CSR endeavors, IRPC conducts an annual Community Satisfaction Survey. The survey serves as a vital tool in assessing the level of satisfaction and engagement within the communities where our projects are implemented. Collecting direct feedback from community members allows for the measurement of initiative success, identification of areas for improvement, and customization of future projects to better meet the needs and expectations of the served communities. The 2023 survey results indicate a community satisfaction rate of 81.55%, surpassing the target of 78%. Community Satisfaction (%) 2021 2022 2023 Target 93 95 78 Performance* 98.63 99.13 81.55 Remark: refer to an average number from customer satisfaction survey for communities. An average number is calculated according to statistical principles. 154 Business-Driven Sustainability IRPC Public Company Limited
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