Stakeholder Engagement

We collaborate with diverse stakeholder groups to share best practices, achieve unified objectives, and set future goals. Through varied channels, we seek to understand the concerns of our stakeholders to foster dialogue toward solutions. This engagement ensures that the concerns and aspirations of those touched by our business are heard and addressed.

Stakeholder Group	Engagement Platform	Frequency of engagement	Concerns and Issues	Management Approach
Customers or Clients We cater to the wide range of financial needs of Filipinos.	• Customer touchpoints with our frontline employees • Customer satisfaction surveys • Net promoter score studies • Promotion of digital adoption through information drives • Materiality Assessment Survey	• daily • annually • annually • as needed • once every two years	• Financial fraud • Service reliability • Access to and affordability of products and services • Sales practices and product labeling • Customer privacy • Data security • Business model resilience and innovation	• Robust fraud awareness measures • Data privacy and protection • Customer assistance and complaints handling • Development of new customer-centric financial products and services • ESG considerations in products and services
Employees Our dedicated and empowered employees help us deliver meaningful banking to our customers.	• Employee engagement survey • Performance assessment • E-connect through the HR Helpdesk page • Workplace by Facebook • Townhall, sector meetings, and conventions • Materiality Assessment Survey	• once every two years • annually • as needed • as needed • quarterly • once every two years	• Compensation and benefits • Health and safety • Employee engagement, diversity & inclusion • ESG considerations in products and services • Business model resilience and innovation • Employee health and safety • Data security • Opportunities for volunteerism and community engagement • Grievance mechanism	• Periodic salary review • Performance evaluation • Employee training and career development • Active engagement of ESG consultants and providers of products and services • Occupational health and safety • Responsible labor practices • Implementation of policies relating to non-discrimination, gender and equality
Suppliers As an extension of our business, our suppliers allow us to provide innovative, seamless, and secure solutions to the community we serve.	• Vendor management process • Annual performance review • Materiality Assessment Survey	• as needed • annually • once every two years	• Procurement terms • Business ethics • Data security	• Transparency in the vendor accreditation process • Procurement spending toward local suppliers and service providers
Investors Our shareholders are our partners in sustainable value creation.	• Stockholders’ Meeting • Earnings Call • Regular meetings and teleconferences • Investor roadshows • One-on-one meetings • Regular correspondence through letters, memos, and email • Materiality Assessment Survey	• annually • quarterly • as needed • as needed • as needed • as needed • once every two years	• Financial performance • Growth outlook • ESG considerations in products and services • Business model resilience and innovation	• Timely disclosure of financial performance and prospects
Regulators Our regulators ensure that businesses are conducted fairly and protect everyone’s rights.	• Regular correspondence through letters, memos, and emails • Responding to consultation papers and industry opinion sought by regulators • Materiality Assessment Survey	• as needed • as needed • once every two years	• Regulatory reliefs • Adequacy of risk management o (Systematic Risk Management) • Anti-money laundering, combating the financing of terrorism or proliferation financing • Compliance to regulatory bodies • Corporate governance • Data security • Business Model Resilience & Innovation	• Bank policies and controls • Annual Performance Assessments • Effective compliance and internal audit functions • Disciplinary actions • Implementation of a robust ESRM framework • Timely response to inquiries and requests • Timely submission/ of regulatory reports
Community Our community gives us the license to operate. This is why we contribute meaningfully to society by providing access to financial solutions, and by boosting economic activities.	• Dialogues, feedback mechanisms, and surveys • Community outreach programs • Virtual events, activities, and webinars • Recognition of key contributors to society through Metrobank Foundation’s "Outstanding Filipinos" program • Materiality Assessment Survey	• as needed • annually • quarterly • annually • once every two years	• Stimulation of the local economy • Program implementation • Recipients and impacts of corporate social responsibility projects • ESG priorities and progress	• Initiatives to expand financial inclusion • Results-based Program Management Approach • Rollout of recognition programs and community projects • Financial support to education, arts, and culture
Assessment bodies We deal with rating agencies that measure our efforts, helping us communicate our sustainable business practices to investors and external stakeholders.	• Raters' issuer portals • Due diligence questionnaires • Meetings and teleconferences	• annually	• Risk exposures, priorities, and progress	• Continuous improvement of disclosures and management action • Active engagement with external ESG agencies/scorers