This report has been prepared in accordance with the GRI Standards method at the Core level with the support of an independent consulting company, Go Responsible. The report has not been subjected to external verification. mBank reports on an annual basis. The key topics in the report were identified in a stakeholder expectation survey based on an anonymous online questionnaire carried out in December 2018. It included the bank’s key stakeholders: employees, clients, investors, business partners, social partners, as well as potential customers, stock analysts, and third parties. When selecting relevant topics, there were many aspects taken into account; the strategy of the organisation, non-financial reporting of peer banks and the meeting with the team responsible for the preparation of the report.
Individual and institutional clients of mBank Group companies regularly provide feedback concerning their satisfaction with specific processes and products and their components, including the transparency of presented costs and risks as well as price/benefit ratio. Such topics are discussed among others, in structured surveys including open-ended questions, the “Your opinion” option in the transactional service, and workshops.
The completed surveys and workshops are summarised in reports presented to managers, the sales force and product specialists. Findings and conclusions are used to improve existing processes and products. Moreover, clients’ feedback is reported to the CRM system during the surveys. Answers to open-ended survey questions are analysed by Branch Directors before account managers contact clients to get their comments and address their questions and needs.
All of the aforementioned data were used to develop the following significance matrix: topics assessed by external stakeholders as crucial for the report are marked green , less important are marked orange and the least important red .
| External perspective | Average assessment in scale 1-3 | Company’s perspective | ||
|---|---|---|---|---|
| 1. | Development and using various forms of contact with our stakeholders | 2.03 | Approach to stakeholder engagement | 102-43 |
| 2. | Counteracting discrimination and caring about the most vulnerable groups, i.e. the economically disadvantaged, the disabled, the elderly, etc., for example by ensuring the availability of services through customisation of outlets and/or the offer | 2.19 | Initiatives enhancing access to financial services for the disabled | FS14 |
| Access to financial services in sparsely populated or economically weaker areas | FS13 | |||
| 3. | Recruitment and employment relationships, i.e. lawfulness of employment, legal form of employment, including e.g. the issue of the so-called junk contracts and lack of discrimination in employment | 2.58 | New employee hires and employee turnover | 401-1 |
| 4. | Working conditions and social protection, meaning ensuring decent working conditions with respect to remuneration, working hours, rest periods after the week of work, public holidays, pregnancy and maternity protection and the possibility of reconciling work with family obligations, support in difficult situations | 2.59 | Benefits provided to full-time employees that are not provided to temporary or part-time employees | 401-2 |
| Parental leave | 401-3 | |||
| Programs for upgrading employee skills and transition assistance programs | 404-2 | |||
| Percentage of employees receiving regular performance and career development reviews | 404-3 | |||
| 5. | Social dialogue, i.e. a dialogue between employees and the employer through the agency of trade unions and, e.g. satisfaction studies, etc. | 2.01 | This topic was not selected as crucial for this report | |
| 6. | Occupational health and safety | 1.85 | Hazard identification, risk assessment, and incident investigation | 403-2 |
| 7. | Development and training at work place | 2.51 | Average hours of training per year per employee | 404-1 |
| 8. | Counteracting corruption, i.e. identification of corruption threats, training, system for monitoring and counteracting corruption | 2.15 | Operations assessed for risks related to corruption | 205-1 |
| Share of employees trained in the topic of anti-corruption policies and procedures | 205-2 | |||
| Confirmed incidents of corruption and actions taken | 205-3 | |||
| 9. | Fair competition, i.e. ensuring management mechanisms for counteracting the risk of anti-competitive activities | 2.28 | Legal actions for anti-competitive behaviour, anti-trust, and monopoly practices | 206-1 |
| Non-compliance with laws and regulations in the social and economic area | 419-1 | |||
| 10. | Respecting ownership rights, i.e. observance of the rights of third parties and non-infringement of their intellectual property, including e.g. software | 2.19 | This topic was not selected as crucial for this report | |
| 11. | Fair marketing, true and objective information and fair contractual practices | 2.50 | Incidents of non-compliance concerning marketing communications | 417-3 |
| 12. | Protection of clients’ safety, i.e. creating products in the manner allowing the client to make a conscious decision and limiting the risk of falling into, e.g. a credit trap | 2.57 | This topic was not selected as crucial for this report | |
| 13. | Balanced consumption and building clients’ awareness, meaning educating and making consumers aware of safe and rational use of banking services | 2.38 | This topic was not selected as crucial for this report | |
| 14. | Customer service and support as well as complaints and disputes settlement | 2.49 | Incidents of non-compliance concerning product and service information and labelling | 417-2 |
| 15. | Customer data and privacy protection | 2.45 | Substantiated complaints concerning breaches of customer privacy and losses of customer data | 418-1 |
| 16. | Direct and indirect contribution to social-economic development of the country, i.e. by means of paying taxes, creating jobs, but also providing funding which enables completion of infrastructure investments | 2.18 | Direct economic value generated and distributed | 201-1 |
| 17. | Indirect impact on the natural environment – applicable credit policy of the bank, especially towards the creditors seeking funding for industrial or infrastructure investments | 2.07 | Policies concerning social and environmental issues | FS1 |
| Procedures of assessment and screening of social and environmental risks | FS2 | |||
| 18. | Direct impact on the natural environment – consumption of water, energy, paper, CO2 emission | 2.09 | This topic was identified as important and it is reported as an own indicator | |
| 19. | Corporate social commitment – initiatives undertaken by mBank Foundation in scope of mathematics education | 2.00 | Operations with local community engagement, impact assessments, and development programs | 413-1 |
| Portfolio structure divided into business lines, regions, sizes (i.e. micro/SME/big) and sectors | FS6 | |||
| Diversity of governance bodies and employees | 405-1 | |||
The changes that took place in relation to the previous report include modifications to the reporting method (from GRI G4 to GRI Standards). The presented data is based on the integrated reporting guidelines
In comparison to the previous year, the non-financial reporting does not include the company mCentrum Operacji, which was integrated into mBank S.A. in 2018. The financial data cover all companies of the Group.
Monika Czajkowska
CSR Expert
tel. +48 22 438 23 18
csr@mbank.pl
Katarzyna Adamczyk
CSR Expert
tel. 22 829 16 45