Report8The Company fulfills its corporate social responsibility by pursuing sustainable operations and profitability based on principles of integrity, placing great importance on environmental, social, and governance issues. We seek to learn about the reasonable expectations and needs of our stakeholders through appropriate communications with them, along with major corporate social responsibility issues they are concerned about, incorporating them as a reference for formulating the Company’s future management approaches and operational activities. The following outlines the Company’s communications with various stakeholders in 2023, which was reported to the Board of Directors on May 9, 2024.
Stakeholder Communication Effectiveness
| Stakeholder | Issues of Concern | Communication Channels, Response Methods, and Frequency2023 | Stakeholder Issues of Concern Communication Channels, Response Methods, and Frequency2023 2023 Achievements in Stakeholder Communications Contact | Contact |
|---|---|---|---|---|
| Shareholders and Investors | Financial Performance Risk management Business Ethics Financial Impacts of Climate Change | • Established an investor relations contact point to facilitate two-way communication • Announce material information on the Market Observation Post System, including corporate governance, significant business developments, Business Performance and other information that are of interest to shareholders and investors • Hold a shareholders’ meeting and publish an annual report each year • Hold at least two investors’ meetings each year. • Participate in domestic and international forums by invitation sporadically • Host visits from domestic and foreign institutional investors sporadically | • 31 announcements of material information in both Chinese and English • Organized 8 domestic and foreign investors’ meetings • Invited to participate in 8 domestic and international forums (3 domestic, 5 foreign sell-side brokers) • Invited to participate in 2 overseas roadshows • Hosted over 100 investors from domestic and foreign institutions | Ms. Chang Investor Relations ir@eyecenter.com.tw |
| Employees | Education and Training Labor–management relations Occupational Health and Safety Human rights policy | • Internal email notifications: Sporadic announcements on various employee benefits (health examinations, travel, meal coupons, etc.), information from the Welfare Committee, and education and training courses. • Performance reviews and interviews (once every six months) • Regularly conduct corporate governance communication, and coordinate labor–management relations and collaborations • Labor–management meetings: Held every three months | • At least 2 department gatherings annually and a monthly company-wide birthday celebration • Marriage and bereavement subsidies, injury and illness condolence payments, and bonuses for the three major holidays in Taiwan. • Employee discounts twice a year (July and December 2023) • Annual employee health examinations (September 18–19, 2023) with a total of 167 participants • Ongoing training (executed according to plan), with a total of 8,585 training hours • Performance reviews and interviews twice a year (May and November). • A total of 4 labor–management meetings held in 2023 (March 29, June 26, September 27, December 7) • No labor disputes occurred in 2023 | Ms. Huang Human Resources hr@eyecenter.com.tw |
| Customers | Product safety and responsibility Customer service Financial Performance Local Communities Human rights policy | • Technical consultation service at least once a month • Service quality recommendations at least once a month • Professional training courses at least once a month • Medical regulatory consultation as needed • Maintenance of partner clinics’ space and equipment as needed • Supply of consumables and drug sales per customer orders via phone, email, etc. • Provide diverse communication channels for customers: Free 0800 hotline, fan page messaging, and suggestion box • Regularly check on customer usage and establish a customer care mechanism • Conduct customer satisfaction surveys on a sporadic basis. | • Monthly service quality coaching, communication, discussions, and recommendations for improvement • Helped to organize 1 SMILE technology conference, 2 cataract technology conferences, and 1 general conference • Organized 6 professional training courses • Maintain regular maintenance records and ad hoc repair records • Manage sales orders, shipping, and post-sale consultations • Total of 39,249 Facebook followers • Total of 17,173 LINE friends • Average score of 79 in the 2023 mystery shopper survey • 79% customer satisfaction repeat visit rate in 2023 | Mr. Lo Operations Management alvin.lo@eyecenter.com.tw Ms. Sun Marketing service@eyecenter.com.tw |
| Suppliers | Risk Management Business Ethics Financial Performance Occupational Health and Safety Supply Chain Sustainability Procurement Practices Human Rights Policy | • Sporadic communication via official documents/emails/phone calls • Cooperate with regulatory authorities on monitoring and inspection processes • Promotion of regulations and related systems • Sporadic participation in advocacy meetings held by regulatory authorities • Established framework for cyber security risk management • Established risk management organizational structure and scope • Conducted GHG inventory and various energy usage inventories | • Establish good relationships with regulatory authorities • Disclosed information within the deadline on the Market Observation Post System • Attended at least 4 policy advocacy meetings hosted by the Taipe Exchange • Adopted the ISO 27001 cyber security management system, and obtained third-party verification in August 2023; appointed cyber security managers and staff • Formulated the “Risk Management Policy and Procedures” under the supervision of the Audit Committee; approved by the Board Directors on August 10, 2023 • Quarterly reports to the Board of Directors on the GHG inventory schedule; conducted GHG inventory and statistics on electricity consumption, water consumption and waste in 2023 | Ms. Wang Medical Equipment & Supplies melissa.wang@eyecenter.com.tw Mr. Chu Store Construction tzujung.chu@eyecenter.com.tw Mr. Chen Merchandising cch.chen@eyecenter.com.tw |
| Regulatory authorities | Regulatory compliance Cyber Security Business Ethics Risk Management Human Rights Policy Greenhouse gas emissions Energy Management Water Resource Management Waste Management | • Sporadic communication via official documents/emails/phone calls • Cooperate with regulatory authorities on monitoring and inspection processes • Promotion of regulations and related systems • Sporadic participation in advocacy meetings held by regulatory authorities • Established framework for cyber security risk management • Established risk management organizational structure and scope • Conducted GHG inventory and various energy usage inventories | • Establish good relationships with regulatory authorities • Disclosed information within the deadline on the Market Observation Post System • Attended at least 4 policy advocacy meetings hosted by the Taipe Exchange • Adopted the ISO 27001 cyber security management system, and obtained third-party verification in August 2023; appointed cyber security managers and staff • Formulated the “Risk Management Policy and Procedures” under the supervision of the Audit Committee; approved by the Board Directors on August 10, 2023 • Quarterly reports to the Board of Directors on the GHG inventory schedule; conducted GHG inventory and statistics on electricity consumption, water consumption and waste in 2023 | Ms. Sun Finance & Accounting cindy.sun@eyecenter.com.tw |
| Banks | Regulatory compliance Financial Performance Business Ethics Risk management Financial Impacts of Climate Change | • Visits to banks • Communication by phone • Conduct risk assessments of ESG issues based on the materiality principle • Assess potential risks and opportunities of climate change for the Company | • Sporadic visits and communication by phone • Quarterly financial information website announcements • Establish relevant risk management policies or strategies based on the assessed risks, and create a risk management section on the Company’s website. • Adopt the TCFD framework released by the FSB to identify potential physical and transition risks, develop mitigation and adaptation measures, and establish a TCFD Climate Disclosure section on the Company website. | Ms. Sun Finance & Accounting cindy.sun@eyecenter.com.tw |
| Community/social groups | Regulatory compliance Local Communities Human rights policy | • Actively participated in public welfare activities organized by various civil organizations • Organized community care seminars and health promotion activities • Fulfilled corporate social responsibility to give back to society | • 27 community health activities in Taiwan, serving 1,536 participants • 7 schools to promote vision health; 8 vision health lectures • 2 medicine blood donation events (February and August 2023) • 1 Earth Day charity marathons (April 2023) • 1 See Taiwan Charity Marathon (December 2023) • Donated 2,000 pairs of glasses to the Taichung City Government, Taiwan Fund for Children and Families, community development associations, etc. | Ms. Chao Marketing service@eyecenter.com.tw |
| Media | Corporate Image Social Welfare | • Annual press conferences: 3–6 sessions • Annual special interviews: 5–8 sessions • Press releases published at sporadic intervals • PR hotline and email for real-time media interviews and inquiries | • Press conferences: 7 sessions • Media coverage: 32 articles (USTV, EBC News, etc.) • Video/audio interviews: 15 times (CommonHealth Magazine, 57 Health Class, Health 2.0, etc.) • Radio interviews: 13 times (BCC, News98, Voice of South Taiwan, UFO Radio, etc.) • Outdoor advertising: 14 locations (bus ads, billboards, video walls, taxi ads, etc.) • Offline activities: 21 events (school tours, healthcare seminars, internal medicine blood donation, etc.) • Regional opening events: 3 sessions | Ms. Chao Marketing service@eyecenter.com.tw |