Stakeholder | Stakeholder Expectations | Company’s Response to | Channels for Engagement and Communication |
|---|---|---|---|
Internal Stakeholders | |||
Board of Directors and Management
| • The Company operates in accordance with the policies, guidelines, and practices established by the Board of Directors and management. • The Company demonstrates strong performance and consistent business growth. • The Board of Directors and management receive sufficient, complete, and timely information to support effective decision-making. • The Board of Directors and management have a clear understanding of the Company’s business scope, relevant policies and laws, as well as its strategic and operational plans. • The structure of the Board of Directors and management reflects diversity and includes individuals with the appropriate skills and experience necessary to drive organizational success. • The Board of Directors and management regularly enhance their knowledge and competencies, particularly with respect to regulatory requirements and their roles and responsibilities as defined in the governing charter. • The Board of Directors and management receive transparent communication of performance evaluation results, and compensation is determined fairly and appropriately in accordance with roles and responsibilities. | • The Company conducts its business with transparency and consistently adheres to the principles of good corporate governance. • The Board of Directors recognizes the importance of reviewing and approving the company’s vision, mission, and business strategies for both the short and long term, as well as key corporate policies. The Board also closely monitors performance to ensure that operations are conducted in accordance with the established governance framework. • The Company holds monthly meetings of the Board of Directors and its subcommittees to review and oversee business matters. Additional meetings may be convened when necessary to address urgent issues. • The Company provides continuous development of knowledge and skills for members of the Board of Directors and management by organizing training programs and seminars appropriate for each director. Orientation programs are also arranged for newly appointed directors and management to build an understanding of the Company’s business, legal and regulatory matters, industry standards, roles and responsibilities, and corporate policies, along with maintaining an appropriate board skills matrix. • The Company establishes fair performance evaluation criteria and remuneration frameworks for the Board of Directors and management, aligned with the company’s overall performance. The evaluation results are disclosed transparently to support continuous development and enhance organizational effectiveness.
| • Online Communication • Internal Meeting • External Meeting • Training / Seminar
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Employees
| • The Company provides clear and comprehensive information regarding its business direction, governance structure, policies, and operational guidelines. • The Company provides appropriate and secure channels for participation, expression of opinions, feedback, and complaints. • The Company offers fair and competitive compensation and benefits aligned with the business environment. • The Company promotes employee development and career advancement by supporting skills development and continuous learning in alignment with individual roles and responsibilities. It also supports employees in receiving and understanding their performance evaluation results to facilitate continuous self-development and improvement. • The Company ensures a safe working environment and organizes activities that promote both physical and mental well-being. | • The Company conducts orientation programs and ongoing internal communications to enhance understanding of its governance structure, business direction, corporate policies, regulations, and operational guidelines. • The Company provides appropriate, secure, and effective channels for communication, participation, and complaints, enabling employees to freely express their opinions and raise concerns. • The Company conducts an annual employee engagement survey administered by an external party, with the results used to enhance management practices and improve the working environment. • The Company reviews and benchmarks compensation and benefits using remuneration survey data from external consultants to ensure appropriateness and sustainable competitiveness. • The Company evaluates performance based on the achievement of key performance indicators at both the corporate (Corporate KPIs) and individual (Individual KPIs) levels. • The Company fosters a culture of continuous learning by offering a variety of training programs, allowing employees to select courses aligned with personal interests to further develop their skills and capabilities. • The Company complies with labor laws and ensures that its operations adhere to human rights principles and standards. • The Company promotes employee engagement and overall well-being both physical and mental by organizing activities alongside maintaining a safe and standardized working environment. | • Online Communication • Internal Meeting • External Meeting • Complaint Reception • Employee Engagement Survey • Satisfaction Survey • Training / Seminar • Others - Welfare Committee Meeting - Occupational Health, Safety and Work Environment Committee Meeting - Communication through the Board of Directors and management. |
External Stakeholder | |||
Shareholders | • The Company operates in accordance with good corporate governance principles and effective risk management practices that are appropriate to the risks it faces, in order to drive sustainable business growth and maintain resilience against unforeseen circumstances. • Shareholders receive returns derived from the company’s strong performance, such as dividend payments or capital gains from the sale of the company's share. • The Company treats all shareholders equitably and fairly. Accurate information is provided through a transparent, fair, and timely public disclosure process. • The Company provides appropriate communication channels to enable shareholders to communicate with the Company, submit inquiries, and receive timely responses as circumstances arise. | • The Company has established flexible and prudent operating processes, supported by appropriate internal controls, risk management systems, and a business continuity plan to effectively respond to unforeseen events. • The Company is committed to managing its business to achieve sustainable financial performance, enabling the consistent distribution of dividends to shareholders. • The Company complies with all applicable laws and regulations and fosters a culture of good corporate governance throughout the organization. • The Company maintains diverse and ongoing communication channels with shareholders and stakeholders. These include Annual and Extraordinary General Meetings of Shareholders; disclosure of financial statements; quarterly and annual Management Discussion and Analysis (MD&A) reports published through the SETLink system and the Company’s website, participation in Opportunity Day, analyst briefings company visit, domestic and international roadshows and other channels for inquiries by the Investor Relations Department including the website, email and telephone. | • Visit • Press Release • Social Event • Online Communication • External Meeting • Annual General Meeting (AGM) • Extraordinary General Meeting of Shareholders (when necessary) • Complaint Reception • Training / Seminar • Others - Contacting the Investor Relations Department via telephone, email (irktc@ktc.co.th), or through the contact form on the Company’s website (www.ktc.co.th/en/investor-relations/contact) |
Customers | • The Company offers financial products and services designed to meet customers’ needs, ensuring accessibility, convenience, speed, and security, while safeguarding customer privacy. • The Company actively listens to customer feedback and responds promptly to issues arising from the use of its services. All actions are undertaken in accordance with the principles of fair customer treatment and responsible lending practices. • The Company provides accurate and comprehensive information about its financial products and services to ensure clarity and prevent misunderstandings. • The Company establishes appropriate safeguards for personal data protection and cybersecurity. • The Company promotes financial literacy to enhance customer understanding and support prudent and informed financial decision-making. | • The Company develops financial products and services with a wide range of benefits tailored to meet the diverse needs of different customer segments. • The Company promotes responsible customer communication throughout the debt lifecycle, encouraging financial discipline and avoiding practices that may lead customers to incur over-indebtedness. • The Company regularly provides training to employees and outsource sales agents to enhance their knowledge of products and services, as well as to strengthen sales skills aligned with the principles of fair customer treatment and responsible lending. • The Company consistently monitors and evaluates customer experience and satisfaction to maintain strong, long-term relationships through Net Promoter Score (NPS) surveys and Brand Health Monitoring assessments. • The Company conducts mystery shopping exercises across various sales channels to assess and ensure the accuracy and completeness of information provided by sales agents. •The Company provides accessible channels for receiving feedback and complaints regarding its financial products and services, supported by a systematic complaint management process covering intake, investigation, and resolution. • The Company establishes policies, frameworks, and measures to address data security, cybersecurity, and personal data protection. • The Company organizes training sessions, seminars, and financial literacy programs through both in person workshops and online media platforms. | • Social Event • Online Communication • Complaint Reception • Satisfaction Survey • Training / Seminar • Others - Contacting the Company through various channels, such as telephone, email, KTC TOUCH service centers, and social media platforms including Facebook and Line Official.
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Creditors | • The Company adheres to allcontractual obligations, including the specified terms and conditions. • The Company makes full and timely payments of principal and interest in accordance with agreed terms. • The Company communicates and discloses accurate, complete, and timely information regarding its operating results and other material matters to creditors. • The Company provides bondholders with relevant information and updates on activities, enabling them to stay informed and participate in activities of interest. | • The Company complies with contractual agreements, including all terms and conditions, with integrity, transparency, and accountability. • The Company makes full and timely payments of interest and principal in accordance with agreed schedules. • The Company provides appropriate and diverse communication channels for creditors to obtain information, submit inquiries, and provide feedback. These include telephone, email, face-to-face meetings, and the publication of relevant documents and information through the Company’s official channels. • The Company discloses its financial statements, Management Discussion and Analysis (MD&A), and other material information accurately, completely, appropriately, and in a timely manner, in accordance with the requirements of the Securities and Exchange Commission (SEC). • The Company communicates relevant information and activities to bondholders by preparing quarterly updates to promote transparency, continuous awareness, and long-term engagement. | • Visit • Online Communication • Others - Providing communication channels with the Treasury Department via telephone and email. - Organizing relationship-building activities. - The delivery of documents by postal email. |
Suppliers / Outsources | • The company maintains a transparent, fair, and fully auditable procurement process in full compliance with established procurement policies and regulations. • The company makes payments for goods and services to its suppliers strictly in accordance with the terms and conditions mutually agreed upon in the contract. • The company ensures that contractual terms and compensation arrangements are determined fairly and by mutual agreement, in order to prevent any form of exploitation. • The company promotes knowledge sharing and provides support to its suppliers, fostering mutual and sustainable growth. | • The Company requires suppliers to acknowledge and comply with the Supplier Code of Conduct and Confidentiality Policy. • The Company has established clear procurement policies and procedures, incorporating Environmental, Social, and Governance (ESG) factors as criteria for supplier selection and evaluation. In addition, the company conducts random audits to ensure compliance. • The Company sets payment terms following the completion of goods delivery or service provision and upon receipt of complete invoices or supporting documents submitted to the responsible payment verification unit. Payments are made within two weeks for suppliers using Krung Thai Bank accounts, and within three weeks for those using accounts with other banks. • The Company complies with service agreements and maintains regular, constructive relationships with suppliers. • The Company collaborates with Krungthai Bank, its affiliated companies, and other partners to share relevant information in the context of service and sales, including extending collaborative market opportunities. • The Company listens to suppliers’ feedback, concerns, and complaints through on-site visits, meetings, and training sessions. | • Visit • Online Communication • External Meeting • Training / Seminar • Others - Communication via telephone or email
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Business Partners
| • The Company collaborates with business partners in conducting operations in accordance with good corporate governance principles. • The Company works with business partners to drive sales growth and expand market opportunities. • The Company supports knowledge sharing and provides assistance to business partners to foster mutual and sustainable growth. | • The Company enters into mutual agreements to establish a clear framework for collaboration with business partners. • The Company organizes meetings and marketing promotion activities to drive sales, facilitate knowledge sharing, and create sustainable joint marketing opportunities. • The Company maintains diverse and continuous communication channels with business partners to strengthen collaboration in marketing, product and service development, and the exchange of feedback and insights. This ensures a shared understanding of market trends and target customer behavior, while also facilitating meetings, seminars, and joint problem-solving or improvement initiatives. | • Online Communication • Satisfaction Survey • Training / Seminar • Others - Communication via telephone or email
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Competitors
| • The Company conducts its business and competes with transparency and fairness, refraining from defamation, intimidation, or misrepresentation, and adhering to ethical standards of fair competition. • The Company exchanges information in a manner that promotes mutual benefit. | • The Company fosters fair competition by avoiding defamation, intimidation, or distortion of facts. • The Company participates in meetings with clubs or professional associations to discuss and exchange perspectives, and to promote collaboration or mutual benefits. | • Training / Seminar • Others - Participation in associations or various activities
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Society and Environment
| • The Company conducts its business with consideration for social and environmental impacts, and implements management measures to mitigate potential adverse effects arising from its operations. • The Company offers products and services that promote equitable access to financial services based on customer needs, while strengthening financial literacy and capability. • The Company provides channels for receiving community feedback and complaints, and maintains effective grievance handling processes to address concerns and mitigate adverse impacts in a timely manner. | • The Company integrates Environmental, Social, and Governance (ESG) factors into its business operations, including the development of products and services. • The Company initiates a variety of social activities to enhance the quality of life within communities. • The company reduces adverse social and environmental impacts arising from its business operations. • The Company continuously raises employee awareness regarding environmental stewardship to promote effective resource management. • The Company organizes financial literacy programs and training sessions in both onsite and online formats. • The Company provides channels and processes for receiving complaints, feedback, and suggestions. | • Social Event • Online Communication • Complaint Reception • Training / Seminar • Others - Contacting the company through various channels, such as telephone, email, and the KTC TOUCH and social media platforms, such as Facebook and Line Official - Disseminating information and knowledge through the company’s website and social media platforms
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Government Sectors and Regulators
| • The Company’s operations are conducted in full compliance with applicable laws and regulations, with transparency and integrity. • The Company actively supports government initiatives and public sector programs. | • The Company strictly adheres to regulatory requirements and applicable laws issued by supervisory authorities. • The Company improves its operations to ensure alignment with observations and recommendations arising from regulatory inspections. • The Company participates in meetings to stay informed of regulatory policy and supervisory guidelines, ensuring continued compliance with applicable requirements. • The Company fully cooperates with regulatory examinations and prepares and submits required reports to the relevant supervisory authorities. • The Company initiates programs to address and resolve debt-related issues. | • Online Communication • External Meeting • Training / Seminar • Others - Undergoing inspections and examinations by regulatory authorities - Preparation and submission of reports to regulatory authorities
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