Stakeholder Engagement Management

• Receiving opinions through various channels such as
  – 7-Eleven customer relations (Call Center) Tel. 0 2826 7744, 0 2711 7744
  – Website and online community
  – 7-Eleven store
• Poll and customer interview

• SAVEQC
  – Service through service minded staff and enthusiasm to assist
  – Assortment of products
  – Value through promotional media publicizing offering benefits and value
  – Environment through shop conditions
  – Quality through quality and freshness
  – Cleanliness

• Customer Satisfaction Project with SAVEQC
• Signature service and greeting service project
• Develop products and services that satisfy quality and safety standards
• Improve product payment channels
• Facilitate a good in-store atmosphere

• Customer personal data protection

• Establish policies and practices for personal data protection

• Promote career and income improvement for SME farmers and small-scale entrepreneurs, including improving quality of life and reducing inequality for communities and society

• Support agricultural products, local community agricultural products, community products, community enterprise products or local products (OTOP)

• Protect the environment and reduce global warming

• Reduction and replacement projects
• Waste sorting bin project

• Develop and promote products and services with
  the aim to provide consumers and society with better
  health, nutrition, and well-being

• Eat Well, Live Well, Be Happy project
• Community health center project
• VG for Love Project
• Health product development project

• Conduct business through transparency and good corporate governance principles

• Communicate and provide information regarding nutrition, product usage including nutrition, energy,
  fat, sugar and sodium labels (GDA)

• Respect for human rights and fair worker treatment,
  customer safety and health assurance from Company product and in-store service usage

• Develop products and services that satisfy both local and international quality and safety standards
• Shop standard inspection and recall the product
  in case the product is found to be non-standard

• Access to daily life consumer products and essentials

• Filling and Worthy Project provides customers access to food at reasonable prices during a crisis

• Safety and hygiene throughout the good and service purchase process

• Establish preventive measures and strengthen customer confidence through communication
• Providing services through online-offline O2O platforms including ALL Online, 7Delivery (home delivery) and vending machines
• Increase payment convenience from cash to cashless options

Suppliers, intermediaries for goods and services delivery

• Conducting supplier satisfaction survey annually
• Organizing meetings, seminars and declaring organizational policy direction
• Visiting partners ready to listen to opinions or complaints
• Joint innovation project
• Performance appraisal consulting and potential development
• Organizing seminars to disseminate knowledge with all partner groups regarding sustainable development
• Supplier Relations Call Center 0 2826 7771

• Business operations that satisfy expectations and enable stakeholder engagement

• Joint business plan implementation with key suppliers annually to determine guidelines for continuous and sustainable business growth
• Listening to opinions from all partner groups to develop and improve collaborative process

• Conduct business through transparency and good corporate governance principles including Anti-Corruption measures

• Determine and announce corporate governance policy
• Communication regarding good governance practices, guidelines and business ethics to all supplier groups
• Projects to promote, educate and support SMEs and contractor groups in joining the declaration of intention in the fight against corruption alongside the Institute of the Coalition Against Corruption of the Thai private sector

• Promote career and income improvement for SME farmers and small-scale entrepreneurs, including improving quality of life and reducing inequality for communities and society

• Community product selection and co-developing project for retail in 7-Eleven stores
• True SME friends project provides sales channels, knowledge, and supports management and investment
• The project “Promote entrepreneurs in community enterprises and small enterprises” in CP ALL Market
• Farmer’s produce purchase project

• Develop and promote products and services with the aim to provide consumers and society with better health, nutrition, and well-being

• Eat Well, Live Well, Be Happy Project
• Community health center project
• VG for Love Project
• Health product development project with suppliers (Private Brand)

• Responsible supply chain management

• Establish a sustainable sourcing policy and guidelines for business partners and appoint a product selection committee; encourage suppliers to become aware of social and environmental responsibility
• Develop supplier audit requirements based on sustainable sourcing policies, including ethics and supplier guidelines
• Support and raise supplier standards in environmental protection, prevent various pollution and reduce potential impact towards surrounding communities

• Climate change management, environmental protection, and reduce global warming

• Environmentally friendly packaging development project
• Energy efficiency upgrade project
• Renewable energy proportion increase project
• Electric delivery vehicle proportion increase within the transportation system project

Trade creditors

• Meetings upon request

• Punctual debt payment

• In processing creditor payments, both through recurring or credit semester payments, should satisfy stipulated conditions and adhere to principles of accuracy, transparency, and punctuality. In an event where the aforementioned conditions are not satisfied, the respective agency will be notified and followed by direct communication with creditors

• Flexibility in goods delivery

• Joint planning with suppliers in inventory management and significantly increase product safety measures
• Regular follow-up of news regarding the COVID-19 pandemic situation
• Determine rules and procedures for goods delivery according to guidelines to prevent the spread of COVID-19
• Facilitate appropriate delivery of goods and services from suppliers according to the situation

• Measures for assistance during the COVID-19 pandemic situation

• Reduce credit semester
• Support supplier potential
• Bridge for suppliers in accessing funding sources

• Receive opinions through various channels such as
  – 7-Eleven customer relations (Call Center) Tel. 0 2826 7744, 0 2711 7744
  – Website and online community
  – 7-Eleven store
  – Opinion box in front of subdistrict administrative organization and distribution center
• Conduct annual stakeholder credibility and trust survey
• Quarterly visits to distribution centers communities
• Conduct community relations activities within the respective community surrounding the factory and 7-Eleven stores during festivals or annual community events
• Placards and public relations media

• Promote career and income improvement for SME farmers and small-scale entrepreneurs, including improving quality of life and reducing inequality for communities and society

• Provide knowledge through training and see work on the cultivation process including good agricultural practices
• Increase distribution channels for products from small producers in communities through various projects including the Golden Banana Project, alongside Thai Farmers Project and Farmers for Life Project
• “Thais Together” Project

• Conduct business through transparency and good corporate governance principles including Anti-Corruption measures

• Determine and announce corporate governance policy
• Communication regarding good governance practices, guidelines and business ethics to all supplier groups
• Project to promote, educate, and support SMEs and contractor groups to announce intention to apply for CAC membership

• Climate change management, environmental protection, and reduce global warming

• Waste management projects including seedling without bins project, food waste management project, recycling for sharing magic box project, and plastic water bottle into PPE sets project
• We Grow for ALL project

• Develop and promote products and services with the aim to provide consumers and society with better health, nutrition and well-being

• Eat Well, Live Well, Be Happy Project
• Community health center project
• VG for Love Project
• Health product development project with suppliers (Private Brand)

• Respect for human rights and fair worker treatment, customer safety and health assurance from Company product and in-store service usage

• Develop products and services that satisfy both local and international quality and safety standards
• Shop standard inspection and recall the product in case the product is found to be non-standard
• Employment of local workforce and local contractors

• Supporting access to education for the underprivileged, providing knowledge and developing professional skills

• Return good people to society scholarship program
• Connect Future of Education Project

• Products necessary for consumption maintain normal prices
• Knowledge in conducting operations during the spread of COVID-19
• Supporting equipment to prevent the spread of COVID-19, including masks, alcohol, etc
• Community employment during crisis situations

• “Thais Together” Project has donated medical equipment inclusive of PPE suits and surgical masks, in addition to food and water to people isolating, COVID-19 patients, hospital stuff, government agencies, society and community
• Pan Im Kitchen Project
• Community employment

• Two-way Communication including
  – Seminars for employees at different levels such as Team Power, Get Together, etc
  – Visiting stores, offices and distribution centers
• One-Way Communication, intranet system, internal journals, daily news reporting via digital channels such as CP ALL Connect
• Receiving opinions and receiving complaints through various channels such as
  – Bell ringing channels 570 times
  – Channels for receiving complaints such as electronic mail, post offices, information centers, Company online media, etc

• Capacity development and job advancement

• Adopting human rights as a guideline for employees in promoting equal opportunity and diversity
• Leadership preparation and development
• Training appropriate skills and interests
• Continuous development of capability and retention of talent and good employees, such as the Career Advancement System Improvement Project, productivity program (Productivity Improvement Program) CP ALL Young Challenger project for new generation employees, and development of high potential employees (Talent Management)
• Improvement of performance management system (ALL Perform)

• Health promotion and work-related stress management

• Health for ALL project
• Ergonomic risk reduction and stress management programs such as stretching and disease reduction project, Health Center welfare room project (physiotherapy), and volunteer coaching project

• Having a good working environment

• Security risk assessment and determine risk management measures
• Encouraging establishments to operate in accordance with labor standards in addition to ushering forward good labor practices

• ดConduct business through transparency and good corporate governance principles including Anti-Corruption measures

• Project to create new leaders in good governance, Mister & Miss Good Governance
• 2021 Corporate Governance Survey of Thai Listed Companies Project
• Project to communicate knowledge and create awareness campaign activities

• Annual satisfaction and engagement survey
• Store manager level employee happiness survey
• Participation through innovation presentation platforms, contests, risk identification and assessment
• The operation of the Company’s Welfare Committee oversees 100% of employees

• Environmental protection and reduce global warming

• Employee shirt from plastic bottles project
• Energy efficiency improvement projects in 7-Eleven stores, distribution centers and factories
• “WE GROW for ALL; We grow for everyone” project
• Food Waste Management on Koh Samui and Koh Phangan
• Environmentally friendly packaging project within the island area

• Promote career and income improvement for SME farmers and small-scale entrepreneurs, including improving quality of life and reducing inequality for communities and society

• The project “Promote entrepreneurs in community enterprises and small enterprises” in CP ALL Market
• True Friends Project for SMEs, providing sales channels, providing knowledge and support
• “SME Shelf & Logo” purchase stimulation project
• Farmers for Life Project
• Alongside Thai Farmers Project

• Innovations are developed for customers, society, and organizational improvements granting flexibility to keep up with the global developments

• Develop Online to Offline (O2O) business platform
• Food Innovation Research and Development Center
• Develop service innovation
• Close Innovation project
• Productivity program
• VG for Love project

• Employee health and safety

• Flexible working format
• Establish working group for employee care throughout the COVID-19 situation, communicate and provide knowledge regarding COVID-19 precautions Establish hotline: Tel. 0 2826 7919
• Determine preventive measures, screening for high-risk groups, patient care, provide supporting equipment to prevent the spread of COVID-19, inclusive of masks, ethanol, etc., as well as promoting access to vaccines
• Employee impact mitigation program to assist with living expenses
• Volunteer advisor project to provide advice and emotional support
• Driving and road safety promotion for 7-Eleven employees project
ฃ

• Receive and exchange viewpoints through discussion and collaboration forums inclusive of participating in various activities
• Support the organization’s activities or projects on issues pertaining to the sharing and creating opportunities framework and company sustainability goals
• Foster good relationships through meetings, discussions, and continuous news and information exchanges
• Support and participate in media activities inclusive of CSR activities anniversary and training courses regarding media professions
• Annual media promotion program
  – Best Digital News of the Year Award
  – Thailand Good People Award for Social Media Creation
  – “Anti-Corruption Awards 2021” Promote Anti-Corruption in 2021
• Interviews and media information provisions
• Co Project with Media / Influencer project inclusive of media for community and society support during the floods in various areas
• Media team participation in public activities project
• Awareness through social media
• In-depth interview and group discussion, media team visits to SME and farmer business operation site
• Knowledge sharing through social media trends seminars

• Promote economic opportunities in grassroots agricultural group

• Support the development of farmers’ potential for production and distribution of products in demand in conjunction with civil society organizations such as the Agricultural Potential Development Project
• Support distribution of produce to local markets in conjunction with civil society organizations

• Creating and developing initiates present within society with further application to enable mutual benefits throughout the supply chai
• Communicate and become a component of daily life for the new generation in addition to comprehensively accessing the new generation

• Develop knowledge providing projects to develop products within communities with the aim of raising community and farmer group well-being

• Environmental protection and restoration and promote sustainable environmental solutions

• Support waste management projects with civil society organizations and social and community business organizations including the Food Waste Management project, etc
• Energy efficiency improvement projects at 7-Eleven stores, distribution centers and factories

• Respect for human rights and fair worker treatment

• Encouraging establishments to operate in accordance with labor standards in addition to ushering forward good labor practices
• Adopting human rights as a guideline for employees in promoting equal opportunity and diversity

• Green packaging
• Management of plastic packaging to allow recyclability and reuse for maximum efficiency

• Declaration of packaging policy encompassing consideration for design processing, packaging options, and various processes throughout the product life cycle (Product Life Cycle) under the 7 Go Green strategy in accordance with the “Green Packaging Management” guidelines. This program aims to develop sustainable packaging through the concept of “reduce and replace” for packaging materials
• “Smart Trash” (Circular Bin) Project under the 7 Go Green Policy launch with Influencers to launch the project

• Conduct business through transparency and good corporate governance principles including Anti-Corruption measures

• Determine corporate governance policy and strict policy adherence
• Granting shareholders equity in addition to maintaining shareholder and investor interests

• Facilitating understanding and reducing conflicts with community areas through social media for proper disclosure of information

• Communicating accurate information through all organization and employee media channels, including social media, mass media, online media and online channels

• Product quality

• Selection and development of health products

• Innovations to facilitate payment

• Development of online commerce linking a variety of transport systems, various payment methods and easier access to consumer products

• Improvement and recovery of positive organizational image

• Communication through all media channels, including social media and online media in addition to establishing good relationships with all stakeholder groups

• Improve organizational operation system to satisfy contemporary global needs

• Organizational culture transformation
• Using digital technology to improve work processes including O2O, IT Platform, and Artificial Intelligence (AI)

• Good quality service

• Perpetual improvement of services

• Knowledge in conducting operations during the spread of COVID-19
• Support/ assist affected communities and groups
• Support equipment to prevent the spread of COVID-19 project

• Knowledge in conducting operations during the spread of COVID-19
• Disseminate information regarding the support equipment to prevent the spread of COVID-19 project
• Joint collaboration project with civil society organizations, Health Volunteer Network (MOS), and Labor Volunteer Network, to provide consumer goods in occupational groups and communities directly affected, inclusive of taxi drivers, motorbikes drivers, vendors and hawkers
• Support civil society organizations in project to provide basic consumables and medical equipment for children and parents with brain and mobility related disabilities

• Cooperation in communicating and disclosing related COVID-19 cases
• Knowledge of precautionary measures during the COVID-19 pandemic situation on social media channels
• Safety standards in 7-Eleven stores

• Disseminate guidelines for preventing the spread of COVID-19 through all media channels, including social media, mass media and online media
• Cooperation in communicating and disclosing related COVID-19 cases
• Communication regarding standardized services, emphasize customer and employee safety

• Supporting efforts and provided cooperation in 71 projects with the Department of Internal Trade Food and Drug Administration (FDA), Bureau of Health, Office of the Environment and 50 district offices in the Bangkok area
• Providing suggestions and establishing good relationships with government agencies openly 72 times
• Contacting and coordinating government services and receiving business visits
• Participating in the development and utilization of plastic waste in conjunction with the National Environment Board through the “Circular Economy” project

• Strict compliance with relevant laws and regulations

• Study, facilitate comprehension regarding applicable laws and regulations within the area or local laws including application towards business operations
• Comply with applicable laws or regulations

• Becoming a role model for businesses to demonstrate their social and environmental responsibility

• Presenting perspectives through associations and formation of various trade groups
• Support initial assessment by government and related sectors regarding sustainability development groups

• Fair business practices with suppliers

• Clearly formulate a policy on related party transactions and conflicts of interest prevention

• Develop and promote products and services with the aim to provide consumers and society with better health, nutrition, and well-being

• Development and healthy products selection project for products with added or reduced or without specified nutrients as required by law or accepted standards
• Nutrition value labeling

• Environmental protection and reduce global warming

• Energy efficiency improvement projects at 7-Eleven stores, distribution centers, and factories
• Food Waste Management on Koh Samui and Koh Phangan

• Management of plastic packaging to allow recyclability and reuse for maximum efficiency

• Sustainable packaging management programs, including the “Reduction and Replacement” project, the Waste Sorting Bin Project, the Thai Empowerment Project to stop plastic bags usage

• Promote career and income improvement for SME farmers and small-scale entrepreneurs, including improving quality of life and reducing inequality for communities and society

• Farmer’s produce purchase project
• Business Accelerator project
• Big Brother Season 5 project
• Community product entrepreneur’s development project

• Cooperation with the government sector in disclosing COVID-19 cases
• Strictly comply with government measures
• กDetermine measures to prevent the spread of COVID-19 and correct preventative procedures
• Assist suppliers in business operations amidst crisis situations
• Correct management of infectious waste such as used masks
• No product hoarding

• Cooperate and properly abide by government policies including following up on policies and practices that are published regularly
• Internal audit of government policy compliance
• Control appropriate goods prices as specified by the government
• ส่Encourage suppliers to properly comply with government policies and practices

Landlord

• Communication and grievances channels
• Providing information and receiving grievances through the complaint handling unit Call Center 305 times
• Annual satisfaction survey
• Public dissemination of news via SMS and Email
• Visit venue owners at least once a quarter
• Send SMS greetings on various occasions
• Send SMS to notify you of the advance rental fee
• Send SMS to inform date of land and building tax payment receipt
• Linking 7-Eleven Application to provide services to residents in each real estate project (Delivery & All Online)
• Providing gifts during the New Year
• Support various activities

• Continuing business cooperation according to good governance principles
• Receive cooperation and resolve issue quickly

• There is a system to monitor, follow up and resolve complaints
• Elevate the survey of lessors satisfaction with the Company

• Public relations and clarification of the Company policy news

• Visit venue owners at least once a quarter to strengthen relationships
• Publicly disseminate news via SMS and e-mail
• Support venue owner activities inclusive of special groups and strategic partners

• Promptly receive rent

• Establish system to promptly pay rent

• Uphold proper maintenance of rental property both during the lease term and prior to contract termination

• Determine measure to maintain rental property and surrounding environment

• There are no issues with rent, including late rent payment
• Management of infectious waste including masks in the store

• Establish measures and management of prompt rent payment to strengthen confidence with rental property owners
• Establish measures to manage infectious waste in the store

Store Partner

• Annual engagement survey
• Communication and grievances channels
• Providing information and receiving grievances through Call Center 1,025 times
• Quarterly satisfaction survey via website
• Monthly journal
• SBP MALL website channel
• CP ALL Connect channel
• Meetings, seminars, and activities
• Announcement of the Company policies and directions to store partners

• Fair treatment in accordance with good governance and business ethics

• Communicating good governance guidelines and practices and business ethics

• Promotion of competitiveness and business management

• Promotion, supervision and training of business operators to increase management ability
• Product cost management and operations
• Developing a variety of products to satisfy market needs

• Public dissemination of clarification regarding Company news and policies

• Sharing of information and press release

• Business stability, business expansion, and continuous joint business operations

• Supporting store partners in terms of business succession to enable business operations sustainability

• Innovations are developed for customers, society, and organizational improvements granting flexibility to keep up with the global developments

• Online to Offline (O2O) platform development
• 7-Eleven stores ordering technology project

• Develop and promote products and services with the aim to provide consumers and society with better health, nutrition, and well-begin

• Eat Well, Live Well, Be Happy Project
• Community health center project
• VG for Love Project
• Health product development project with suppliers (Private Brand)

• Environmental protection and reduce global warming

• Packaging development program through the concept of “reduce and replace” packaging materials usage
• Reduce single-use plastics usage
• Waste Sorting Bin Project

• Provide support in various areas including finance and employee operations
• Knowledge in conducting operations during the spread of COVID-19
• Communicating, disseminating public news relating expedited thr Company assistance measures

• The Company assists with supporting expenses incurred due to COVID-19 spread prevention measures, inclusive of branch cleaning fees, and expenses for consumables according to preventive measures
• Let store partners borrow cash as collateral to enhance liquidity to enable business continuously
• Flexible measures, including delaying or exempting Company bills and shop contract extension in the event of temporarily store closed
• Provide assistance to store partners with the provision of important information or documen
• Press release communication and the Company encouragement
• Service innovations that respond to consumer behavior such as financial services

• Quarterly briefing of operating results to analysts (Analysis Meeting)
• Annual General Meeting of Shareholders
• Financial statements
• Form 56-1 One Report, Annual Report
• Sustainability report
• Prospectus, documents, information media
• Communicate information through various channels including website, telephone, e-mail, fax, and letter
• Roadshow activities both domestic and international
• Field visits to shops, the Company factories and warehouses
• An independent third-party assessment to reflect the Company as quality securities, with value and sustainability both nationally and globally, such as IOD, Thai Investors Association, SET, DJSI, FTSE Russe
• Providing information to the Credit Rating Agency to assess the credit rating of the Company’s debentures

• Business performance and growth

• Manage business growth, reduce risks and increase transparency

• Operational transparency, image Disclosure and acceptance from society

• Listen to opinions from shareholders and investors to be taken into consideration in determining the Company’s strategy and operating guidelines
• Clearly formulate a policy on related party transactions and prevent conflicts of interest

• Good corporate governance and taking into account minority shareholder interests

• Determine corporate governance policy and strict policy adherence
• Granting shareholders equity in addition to maintaining shareholder and investor interests

• Received excellent supervision status through assessment by the IOD and the Thai Investors Promotion Institute.
• Selected as the national and global leading member through assessment by sustainable stock lists including DJSI and FTSE4 Good Index

• Upgrade and increase operational efficiency in accordance with good governance principles
• Amendments to the charter, policies and practices related to corporate governance, anti-corruption, sustainability, environment, and society in line with international standards

• The Company’s securities are in market demand, traded on the secondary market in addition to securities value in the secondary market reflecting a fair price at a minimum

• Established an investment relations unit responsible for providing information to both Thai and foreign investors and analysts. The analysis is written so that the Company’s securities are always in market demand

• Conduct business responsibly according to Sustainable Development Guidelines encompassing environmental, social and governance (ESG) issues

• Determining sustainability guidelines, goals, metrics and program framework

• Establish measures and communicating transparently during the COVID-19 pandemic situation
• Measures for attendee safety and health during the COVID-19 pandemic situation

• Develop and communicate measures and operating results to shareholders regularly and transparently
• Determine measures and guidelines for attending shareholders’ meetings in accordance with prevention recommendations from the Department of Disease Control, Ministry of Public Health

• Meetings when requested
• Publications, letters, information media

• Strictly abide by contracts and relevant conditions

• Comply with conditions stipulated in preliminary contracts from respective agencies, maintain accuracy through supervision from legal department
• Pay royalties within the period specified in the contract
• Create positive brand image and consistently maintain good trademark reputation
• Establish good business relations, support activities and various assistance with trademark licensors such as the ESG Forum

• No tarnishing news regarding the COVID-19 outbreak
• The Company’s operating results were within control levels during the COVID-19 pandemic

• กEstablish measures to prevent the spread of COVID-19 which enables good preventative results in order to grant licensors trust in trademark usage