Stakeholder Identification and Communication
CHC has long cultivated expertise across regions and industries—from its origins in cement production and distribution to its current expansion into hospitality and wellness services. Throughout this evolution, we have consistently valued the perspectives of a wide range of stakeholders. We maintain multiple channels of communication to ensure effective and direct engagement, and we continuously enhance stakeholder participation to ensure that their input is meaningfully integrated into our development strategies and decision-making processes. In 2020, the community/NPO categories were added, making for a total of 9 categories of key stakeholders. In 2023, we continued our engagement with these 9 key stakeholders.
The communication with stakeholders in 2024 was reported to the Board of Directors on December 12, 2024 (465th Board Meeting).
Sustainability Issues Management Process
1. Identify Key Stakeholders
To identify key stakeholders, CHC applies the AA1000 Stakeholder Engagement Standard (SES): 2015 framework, which recommends evaluating five dimensions: dependency, responsibility, tension, influence and diverse perspectives. Stakeholder identification and assessment are conducted based on engagement outcomes and the significance of issues raised by stakeholders.
2. Engagement of Stakeholders
In regard to stakeholder communication and management, CHC makes use of multiple channels to disclose information, ensuring smooth and effective communication with key stakeholders.
３. Communicating Our Values of Sustainability
． Emphasizing diverse communication
． Actively engaging both internally and externally
． Assessing stakeholder focus on different topics
． Aligning with SDGs
． Regularly evaluating our sustainability performance
Channels of Stakeholder Communication
Shareholder, Government,
Financial Institution
Channels of Communication
2025 Stakeholder Communication Performance
Related with Investor :
- Held 1 shareholders’ meeting
- Held 4 investor conferences
- Held 8 board meetings
Investors irregular phone or interview inquiries, answering all major issues.
Media
Channels of Communication
2025 Stakeholder Communication Performance
A total of 358 times of reposted, including interviews, shareholder meetings and corporate briefings.
Customer, Partner, Suppliers and Contractors
Channels of Communication
Business Department: Vice President Wu Tien Chang
Mail: service@chcgroup.com.tw
Tel: +886-2-2551-5211
Hotel Collective: https://hotelcollective.jp/
Gem Care: https://www.gemcare.com.tw/
2025 Stakeholder Communication Performance
Customer :
- Cement & Circular Economy
- Visited clients 2-3 times a week to exchange information
- Irregular communicated with clients by phone or emaila
- Conducted annual customer satisfaction surveys
Partners/ Manufacturer :
- Irregular communicated by phone or email
- Conducted annual manufacturer audit and evaluation
- Irregular held bidding coordination meetings
CHC GROUP Customer Satisfaction Disclosure
2022 | 2023 | 2024 | 2025 Goal | |
Cement | 4.73 | 4.79 | 4.79 | 4.8 |
Gem Care | 4.68 | 4.66 | 4.6 | 4.8 |
Hotel Collective | 4.71 | 4.72 | 4.72 | 4.72 |
Asset | In Progress | |||
*Goals are set to the case where all reviews below 3 inclusive are resolved
Data Source:
- The cement business unit conducts a customer satisfaction survey through a randomized selection of 10 customers each year.
- Gem Care takes an average of inhouse customer satisfaction, as well as, online review platforms as basis for satisfaction management.
- Hotel Collective uses impartial and publicly available information from the third-party platform (TrustYou) as basis for satisfaction management.
Employee
Channels of Communication
Head of People & Culture Division: Vice President Jennifer Chen
Employee Feedback Email: hr@chcgroup.com.tw
Tel: +886-2-2563-4890
2025 Stakeholder Communication Performance
Labor Relations :
- Held 4 employee welfare committee meetings
- Held 4 labor and management meetings
- Held 3 labor pension supervisory committee meetings
Multiple Communication Channels :
- Conducted 1 employee satisfaction survey (This information covers Chia Hsin Cement Co.)
| 2021 | 2022 | 2023 | 2024 | 2025 | |
| Employee Satisfaction | 62.5% | 62.9% | 86.6% | 81.7% | 83.3% |
| Questionnaire Response Rate | 41.6% | 40.2% | 79.8% | 87% | 89% |
- Held 1 CEO afternoon tea session
- Held 2 Employee Sharing Sessions
Employee Appraisal Mechanism: Performance appraisals and interviews are conducted once per year
Talent Development : (This information covers Chia Hsin Cement Co. 2024/1/1-2024/12/31)
| Managerial | Non-managerial | Male | Female | |
| Average hours of per person | 37.68 | 37.75 | 37.93 | 37.68 |
| Average training investment per person (NT$) | 11,346 | 8,063 | 8,063 | 11,346 |
Ongoing Personal Health Management Initiatives
- Annual comprehensive health examination
- Free influenza vaccination
- One-on-one health consultations with occupational health nurses
- Digital health seminars
- Employee Assistance Program (EAP)
