Ongoing dialogue

with stakeholders

The Group f irmly believes that a company’s lasting success depends on its ability to create

economic value while at the same time creating societal value for its stakeholders.

To this end, the Group has embarked on a CSR approach that seeks to take account of the

sustainable development issues that are important to its stakeholders, by actively listening to

them and engaging in proactive dialogue with them.

PARTIES PRENANTES TOPICS OF INTEREST INTERACTIONS

Shareholders and

investors

• Financial performance

• Risk management

• Transparent information

• Long-term value creation

• Good corporate governance

• Regulatory compliance

• Regular communications to shareholders

• Board of Directors and various specialized committees

• Annual General Meeting

• Investor relations team

• Dedicated investor website

• Activity reports

Employees

• Social dialogue and collective bargaining

• Training and career development

• Fair compensation

• Health, safety and well-being

• Non-discrimination

• Negotiation of agreements with social partners

• Internal communication through various media

• Community days

• Annual review

• Sharing the Code of Conduct

Customers

• Transparent information

• Suitable and accessible product offering

• Quality of service

• Support in diff icult situations

• Socially responsible investing

• Specialized branches and centers

• Various Group websites

• Online banking

• Customer Relations Center

• Satisfaction surveys

• Mystery visits

• Banking mediation

• Innovative products and services

Partners

• Collaboration on common issues /

interests

• Fair treatment

• Balanced, long-lasting relationship

• Contractual CSR clauses

• Assessments and progress plans

• Adoption of a Responsible Purchasing Charter

• Participation in meetings of various organizations (Maroc

PME, GPBM, etc.)

• Strategic partnerships

Civil society

• Contributing to social, economic and

environmental issues

Business ethics

Quality and transparency of information

Sustainable f inance

• Organization of conferences and debates

• Financial and skills sponsorship

• Academic partnerships

• Press conferences

Press releases

Publications media appearances participation in trade

fairs and forums

Annual CSR reports

Communities and

territories

Job and business creation

Economic and social benef its

Consideration of rights and interests

Management of nonf inancial risks

Financial contribution

Skills sponsorship

Events organization

Regional tours

Various partnerships

Dar Al Moukawil centers

Regulators and

supervisors

Compliance with banking laws and

regulations

Development of best practices

Business ethics

Effective involvement in f inancial sector reform initiatives

Participation in major events that unite the f inancial

community

Active member of GPBMled projects