Stakeholder Engagement
Stakeholder Engagement Framework
Classification and Analysis of Stakeholders
Classify stakeholders into major and minor stakeholders to analyze risks as well as direct and indirect impacts, and appropriate channels for stakeholder participation in jointly formulating of sustainability issues
Comments and Participation
Provide ongoing online and offline communication channels, including in-person meetings with directly responsible employees, suggestion and complaint channels, needs assessment surveys, satisfaction and engagement surveys, focus groups, meetings, and regular joint activities conducted in accordance with established processes.
Response
Establish a response process to address the needs and complaints of each stakeholder group based on appropriateness, conciseness, completeness, sufficiency, and timely communication or disclosure of information. The Company also sustains and analyzes received information to support the development and improvement of internal processes.
The Company classifies stakeholders into major and minor stakeholders
The Company classifies stakeholders into major and minor stakeholders, with an assigned responsible unit for communicating, listening, and caring for stakeholders to ensure that comments and expectations from each group are addressed appropriately, comprehensively, and in a timely manner. The Company promotes engagement by listening to suggestions from stakeholders and applying them to develop management approaches at both the corporate policy level and the operational level through questionnaires, seminars, internal and external communications, and relationship management with stakeholder groups, as reported on the website. In addition, the Company reviews, develops, and improves work processes and products based on stakeholder suggestions or complaints, as appropriate. A dedicated complaint channel is also available for all stakeholder groups via the Company's website.
The Company not only emphasizes broad-based stakeholder listening but also places strong importance on incorporating stakeholder input into corporate strategy in a systematic manner. This approach is linked to the Double Materiality Assessment process to ensure that issues of importance to stakeholders are properly addressed and managed.
Each year, the Company conducts stakeholder engagement activities through in-depth interviews, focus group discussions, and online surveys. The insights gained are used to enhance the sustainability strategy under the Better People, Better Planet, and Strong Governance framework. These insights are also used to support the consideration and selection of material topics, leading to concrete target-setting and performance indicators for the Company.
Customers
Stakeholders' Concerns
- Service quality
- Convenience and safety of service access
- Responsiveness to customer needs
- Speed and efficiency in information and communication delivery
CPN's Responses
- Providing outstanding, distinctive, and comprehensive customer experiences
- Excellent, convenient, and safe service delivery
- Employee development under the "Service with the Heart" program
- Development of business ecosystem
- Development of Omni-channel
- Innovation development
Communication and Engagement Channels
- Customer behavior surveys prior to new project development
- Annual customer satisfaction surveys
- Customer engagement and marketing activities
- centralife X application
- Online communication and social media
- Call center +66(0)2 021 9999
- Information counters and Online complaint channel
Key Engagement Activities in 2025
- Annual satisfaction survey
- Marketing activities through Central X, participation in One Recycling Drop a Month, and Recycle Day membership
- Complaints via Call center +66(0)2 021 9999 and online complaint channels
Outcomes
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The 2025 annual satisfaction survey achieved 128% participation against the target. The sustainability issues that customers considered important and viewed as areas where the Company already performs well were:
- Customer and tenant relationship management
- Safety measures
- Anti-fraud and anti-corruption
- Waste management. The issue that customers considered important and where the Company could further improve was information security.
Tenants and Lessees (Retail and Offices) and Residential Customers
Stakeholders' Concerns
- Deliver high-quality buildings, facilities, spaces, and services on time
- Service quality and project management efficiency
- Convenience and safety facilitation
- Convenient and fast transaction channels
- Value creation and shared value generation
CPN's Responses
- Deliver quality products on time
- Excellent, convenient, and safe service delivery
- Develop a business ecosystem connected to other business groups or relevant stakeholders
- Innovation development
- Develop customized applications
- Accountability for products and services
- Address and improve based on feedback and suggestions through collaboration
- Provide support and assistance during crises
- Develop and train to enhance capabilities
- Receive complete and timely information and operational guidelines
Communication and Engagement Channels
- Direct communication
- Annual satisfaction surveys
- Annual meetings
- Training sessions and marketing activities
- SERVE application
- Online communication and social media
- Call center +66(0) 2 021 9999
- Online complaint channel
Key Engagement Activities in 2025
- Annual satisfaction survey
- Focus group meetings
- Green Partnership training and marketing activities
- SERVE and central Offices applications
- Complaints via Call center +66(0)2 021 9999 and online complaint channels
Outcomes
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Engagement through focus group meetings with retailers and office tenants reached 100% of the target. Issues discussed with office tenants included:
- Collaboration on marketing promotion
- Waste management, and
- Care for employees' well-being
Employees
Stakeholders' Concerns
- Fair and competitive compensation and benefits
- Job security and career advancement
- Capability, knowledge, and skill development
- Physical and mental well-being
- Participation and feedback opportunities
- Enriching experiences beyond the workplace
- Pride in being part of the Company
- Cybersecurity
CPN's Responses
- Provide appropriate and market-aligned compensation
- Fair performance evaluation and promotion system
- Lifestyle-driven extracurricular activities
- Training programs aligned with career development plans
- Business Partner system for one-stop employee support
- Receive, consider, and respond to employee feedback and suggestions
Communication and Engagement Channels
- Annual CG Voice organizational engagement survey
- Online surveys on various topics
- Focus group discussions
- Townhall, Communication Day, Management Information Meeting, and Annual
- Management Conference
- Employee engagement activities
- CNext, and MS Viva Connection platforms
- Online and offline training platforms
- Online complaint channel
Key Engagement Activities in 2025
- Annual CG Voice organizational engagement survey
- Online complaint channel
- Participation in Corporate Townhall
- Participation in ESG workshops
- Participation in volunteer activities
Suppliers and Business Partners
Stakeholders' Concerns
- Fairness, equity, and transparency in business operations
- Long-term sustainable business practices
- Strategic feedback to co-develop innovations
- Accurate and timely financial management and settlement
CPN's Responses
- Transparent and fair competition
- Minimum three-party comparative bidding system
- Complete and timely payment as agreed
- Listen to feedback, suggestions, provide responses, and support issue resolution
- Co-develop innovations
Communication and Engagement Channels
- Annual meeting
- Training and knowledge-sharing sessions
- Supplier evaluation
- Online complaint channel
Key Engagement Activities in 2025
- Vendor Day 2025
- Focus group meetings
- On-site supplier evaluation
- Online complaint channel
Outcomes
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Engagement through on-site supplier evaluations and focus group meetings found that suppliers placed importance on:
- Maintaining reputation and project quality
- Supply chain risk management
- Information technology
- Consideration of human rights and safety measures
Communities / Community Representatives Including Regulators and Government Bodies, Academia and Independent Organizations
Stakeholders' Concerns
- Prioritize community impact, including environment, well-being, and safety
- Development for shared benefits with the community
- Fair handling of complaints
- Collaboration for shared knowledge management
- Collaboration for environmental resource management
- Data and information exchange
- Joint personnel development
CPN's Responses
- On-site community support
- Providing space for government and community use
- Volunteer activities with communities
- Community consultations and feedback, e.g., traffic and waste management
- Site visits and knowledge-sharing opportunities
- Signing of collaboration agreements
- Support with appropriate resources based on community needs
Communication and Engagement Channels
- Direct communication
- Engagement through Central Group and Central Tham
- Community impact assessments
- Meetings and training sessions
- Online complaint channel
Key Engagement Activities in 2025
- Focus group meetings
- Listening through networks and taskforce groups
- Engagement through Central Group and Central Tham
- Online complaint channel
Outcomes
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Complaints reported through all channels found that the issues with the greatest impact on communities were:
- Air pollution
- Noise pollution
- Service delivery
Shareholders
Stakeholders' Concerns
- Business growth of the Company
- Expectations for the Company to operate sustainably
- Good corporate governance and transparency
- Business risk and opportunity management
CPN's Responses
- Transparent operations aligned with governance principles
- Effective management to build trust and deliver maximum returns
- Continuous transparent and complete information disclosure
- Compliance with contractual terms, conditions, and legal requirements
- Participation in sustainability assessments
Communication and Engagement Channels
- Direct communication
- Quarterly investor briefings via the Stock Exchange of Thailand's Opportunity Day
- Annual General Meeting of Shareholders (AGM)
- Information sharing through company-hosted and external events
- Stakeholder surveys
- Information/news disclosure via the SET website, the Company's website, and/or news agencies
- Online complaint channel
Key Engagement Activities in 2025
- Stakeholder surveys
- Online complaint channel
Creditors
Stakeholders' Concerns
- Good corporate governance and transparent management
- Business risk and opportunity management
- Company credibility analysis
- Financial performance and future projects
- Debt repayment capability
CPN's Responses
- Transparent operations aligned with governance principles
- Effective management to build trust and deliver maximum returns
- On-time and complete debt repayment
Communication and Engagement Channels
- Direct communication
- Quarterly investor briefings via the Stock Exchange of Thailand's Opportunity Day
- Information sharing through company-hosted and external events
- Information/news disclosure via the SET website and the Company's website
- Communication with the financial management team
Key Engagement Activities in 2025
- Focus group meetings
- Due diligence assessments
- Communication with the financial management team
Outcomes
-
Due diligence assessments found that creditors focused on issues where the Company could further improve, namely:
- Consideration of human rights
- Ability to execute the Net Zero roadmap
Regulatory Bodies, Government Agencies, Academic Institutions, and Independent Organizations
Stakeholders' Concerns
- Collaboration for shared knowledge management
- Collaboration for environmental resource management
- Data and information exchange
- Joint personnel development
CPN's Responses
- Emphasis on legal compliance and cooperation with government agencies to support national economic development, aligned with the Company's policies
- Commitment to public-benefit projects, whether initiated by the government or by the Company, such as anti-corruption collaboration in line with Company policies
- Cooperation in achieving the country's greenhouse gas reduction targets aligned with the Paris Agreement to limit global warming to below 1.5°C Strengthen collaboration and data sharing with independent organizations and social entities to foster sustainable national development with consideration for economic, social, and environmental impacts
- Co-founder of the RE100 Thailand Club to drive 100% renewable energy adoption and reach carbon neutrality by 2050
- Member of the Renewable Energy Group of the Federation of Thai Industries, advocating for Thailand as ASEAN's renewable energy hub
- Member of the Thailand Carbon Neutral Network (TCNN), promoting net zero greenhouse gas emissions
- Member of the UN Global Compact and UNDP partner supporting gender equality
- Participant in the Thai Business for Climate Action Network (Thai CBN), linking business to a low-carbon economy
Communication and Engagement Channels
- Consultations with government agencies
- Stakeholder feedback from experts and SET Sustainability Excellence Awards judges
- Recommendations and suggestions from executives of independent organizations
- Joint meetings with government agencies, businesses, and social networks on waste management and green space development
- Knowledge-sharing site visits and workshops for educational institutions
- Consultations on drafting and signing collaboration agreements with government agencies, academic institutions, and independent organizations
Competitors
Stakeholders' Concerns
- Expectation of free and fair business competition
- Timely dissemination of critical updates, especially on safety, legal, and regulatory matters related to business operations
CPN's Responses
- Emphasis on fair treatment of competitors, with a written competition policy in place
- Operate under a fair competition framework - refraining from dishonest means of acquiring confidential information or violating intellectual property rights of others. Support ethical business practices and promote industry-wide data sharing in retail property development and management to strengthen the sector and contribute to economic, social, and environmental development of the nation
- Member of the Thai Shopping Center Association since 1998. Contributing to the resilience of Thai retail centers and supporting policy direction for climate change mitigation and legislative advocacy, including the Independent Workers Protection Act
Communication and Engagement Channels
- Collaborative meetings to align on government policies and regulatory compliance
- Targeted communications via social media platforms, such as LINE
