Stakeholder Engagement

Engaging with Stakeholders

MTR engages with a diverse group of stakeholders on a regular and on-going basis to better understand their views, make informed business decisions and identify risks and opportunities. We also leverage these engagement opportunities to proactively communicate with our stakeholders and gain valuable feedback on our initiatives.

Stakeholders are entities or individuals who interact with us and are influenced by, have an influence over, or have a vested interest in the Corporation. The tables below list the engagement channels, interests of stakeholder groups and our responses to corresponding key stakeholder groups.

Stakeholder Groups	Engagement Channels	Key Interests	Our Responses
Stakeholder Groups	Engagement Channels	Key Interests	Website	Sustainability Report
Stakeholder Groups	Engagement Channels	Key Interests	Our Responses
Stakeholder Groups	Engagement Channels	Key Interests	Website	Sustainability Report
Business Partners	Industry meetings, conferences, job fairs, road shows Partnering programmes, contract and site meetings, seminars	Organisational governance structure and process Fair operating practices (ethical dealings with other organisations) Anti-corruption Fair competition	Corporate <br/>Governance	About MTR - Corporate <br/>Governance
Business Partners		Access to essential services (including avoidance of service disruption)	Customer Services Social Inclusion	Promoting Social Inclusion - Universal Basic Mobility Promoting Social Inclusion - Equal Opportunities
Communities	Social media channels Media relations, public announcements, press releases Contact with the press Corporate responsibility initiatives through Community Connect Community liaison group meetings MTR Society Link “More Time Reaching Community” staff volunteering scheme Art in MTR Partnering programmes with Non-governmental Organisations (“NGOs”)	Access to essential services (including avoidance of service disruption)	Customer Experience and Accessibility Social Inclusion	Promoting Social Inclusion - Universal Basic Mobility Promoting Social Inclusion - Equal Opportunities
Communities		Community involvement and development (engagement)	Social Inclusion	Promoting Social Inclusion Fostering Advancement and Opportunities - Future Skills and Innovation
Customers and Passengers	Customer satisfaction surveys MTR Mobile app MTR Club MTR website, Facebook page and other social media platforms MTR hotline and online feedback	Customer education	Customer Experience and Accessibility	Promoting Social Inclusion - Universal Basic Mobility
		Customers’ health and safety	Customer Health and Safety	Promoting Social Inclusion - Universal Basic Mobility
		Sustainable products and services	Customer Experience and Accessibility Customer Health and Safety Advancement and Opportunities Managing Our Supply Chain Greenhouse Gas Emissions Reduction	Promoting Social Inclusion - Universal Basic Mobility
		Customer service, support, and complaint handling	Customer Experience and Accessibility	Promoting Social Inclusion - Universal Basic Mobility
		Customer data protection and privacy	Customer Services - Data Protection
		Access to essential services (including avoidance of service disruption)	Customer Experience and Accessibility Community Investment Programmes	Promoting Social Inclusion - Universal Basic Mobility
Environmental Interests	Meetings with green groups and investors Continuous Environmental Improvement Programme (“CEP”) Environmental Impact Assessment Consultation Ecologists’ advisory services CDP Disclosure Wetland Special Advisory Committee Sustainability Report	Prevention of pollution (air, water and waste)	Greenhouse Gas Emissions Reduction	Reducing Greenhouse Gas Emissions Content Index
		Sustainable resource use (resource efficiency and water use)	Waste Management Green and Low-carbon Designs	Reducing Greenhouse Gas Emissions - Waste Management Reducing Greenhouse Gas Emissions - Green and Low-carbon Designs
		Climate change	Greenhouse Gas Emissions Reduction Climate-related Disclosures	About MTR - Sustainable Finance Reducing Greenhouse Gas Emissions - Reducing Carbon Emissions, Adopting Clean Energy and Enhancing Energy Efficiency Climate-related Disclosures
		Nature conservation and biodiversity	Nature-related Disclosures	Nature-related Disclosures
Investors	Annual and interim reports General Meetings Announcements and Circulars Investor meetings, conferences and road shows MTR Hotline, online feedback and email enquiries MTR Website Share registrar Investor questionnaires	Organisational governance structure and process Fair operating practices (ethical dealings with other organisations) Anti-corruption Fair competition	Corporate <br/>Governance	About MTR - Corporate <br/>Governance
		Responsible political involvement	Stakeholder Engagement	About This Report - Stakeholder Engagement
		Access to essential services (including avoidance of service disruption)	Customer Services Social Inclusion	Promoting Social Inclusion - Universal Basic Mobility Promoting Social Inclusion - Equal Opportunities
		Climate change	Greenhouse Gas Emissions Reduction Financial Sustainability	About MTR - Sustainable Finance Reducing Greenhouse Gas Emissions - Reducing Carbon Emissions, Adopting Clean Energy and Enhancing Energy Efficiency Climate-related Disclosures
Media	We engage with them on a regular basis through different channels, including both traditional and online media that deliver information such as news, commentaries and other stories to the public	Included channels on social media platforms, including LinkedIn, Facebook and Instagram, where we share more information about the Corporation’s operations, services, promotions and activities, as well as have two-way channel where customers can voice their opinions. As an alternative platform, media reflects topics that are of stakeholders’ concerns
Political Interests	Legislative Council and District Council liaison group meetings Meetings with Legislative Councillors and District Councillors Other meetings	Organisational governance structure and process Anti-corruption	Corporate <br/>Governance	About MTR - Corporate <br/>Governance
		Customers’ health and safety	Social Inclusion	Promoting Social Inclusion - Universal Basic Mobility
		Responsible political involvement	Stakeholder Engagement	About This Report - Stakeholder Engagement
		Access to essential services (including avoidance of service disruption)	Customer Experience and Accessibility Social Inclusion	Promoting Social Inclusion - Universal Basic Mobility Promoting Social Inclusion - Equal Opportunities
		Prevention of pollution (air, water and waste)	Greenhouse Gas Emissions Reduction	Reducing Greenhouse Gas Emissions
Regulators	Regulatory compliance reports Legislative Council meetings Advisory panels on transport and urban planning Meetings with Legislative Councillors and District Councillors	Customers’ health and safety	Social Inclusion	Promoting Social Inclusion - Universal Basic Mobility
		Responsible political involvement	Stakeholder Engagement	About This Report - Stakeholder Engagement
		Access to essential services (including avoidance of service disruption)	Customer Experience and Accessibility Social Inclusion	Promoting Social Inclusion - Universal Basic Mobility Promoting Social Inclusion - Equal Opportunities
		Customer data protection and privacy	Customer Services - Data Protection
		Employee and contractor health and safety	Staff and Contractor Safety	Promoting Social Inclusion - Universal Basic Mobility Fostering Advancement and Opportunities - Employee Development and Wellness Fostering Advancement and Opportunities - Enabling Development of Our Business Partners
		Prevention of pollution (air, water and waste)	Greenhouse Gas Emissions Reduction	Reducing Greenhouse Gas Emissions Content Index
Staff	CEO Messages Management Communication Meetings Divisional/ Departmental Communication Meetings Staff Engagement Survey Staff Consultation Mechanisms (Staff Consultative Council (SCC) and Joint Consultative Committees (JCCs)) Meetings with staff unions Staff communication programmes and channels “We are MTR” retiree programmes	Organisational governance structure and process	Corporate <br/>Governance	About MTR - Corporate <br/>Governance
		Conditions of work and social protection	Advancement and Opportunities	Promoting Social Inclusion - Universal Basic Mobility Promoting Social Inclusion - Diversity & Inclusion Fostering Advancement and Opportunities - Employee Development and Wellness
		Employee and contractor health and safety	Staff and Contractor Safety	Promoting Social Inclusion - Universal Basic Mobility Fostering Advancement and Opportunities - Employee Development and Wellness Fostering Advancement and Opportunities - Enabling Development of Our Business Partners
Suppliers	Supplier surveys on Corporate Responsibility Supplier audits Industry conferences and road shows Partnering programmes, site visits, seminars	Fair operating practices (ethical dealings with other organisations)	Corporate <br/>Governance Managing Our Supply Chain	About MTR - Corporate <br/>Governance Fostering Advancement and Opportunities - Enabling Development of Our Business Partners
Suppliers		Fair competition	Corporate <br/>Governance Managing Our Supply Chain	About MTR - Corporate <br/>Governance