To effectively communicate with various stakeholders, the Chlitina Group refers to the five following principles for stakeholder engagement: dependency, responsibility, influence, diverse perspective, and tension. Through these principles, the company understands the significant environmental, social, and governance issues that stakeholders are concerned about, and categorizes its main stakeholders into seven groups: employees, investors (shareholders), customers, franchisees, suppliers, banks, and others. The company has established dedicated communication channels to receive and respond to the concerns and needs of stakeholders in these seven groups.
| Stakeholder Type | Issues of Concern | Communication Channels & Response Methods | Communication Frequency |
|---|---|---|---|
| Employee | Employee Salary and Benefits Labor-Management Relationship | The company’s business philosophy, operating status and various policy announcements are communicated to employees periodically through the internal electronic approval and announcement system, and the company’s official website. | When needed |
| Employee Training and Education | Routinely | ||
| Employee Management Meeting | At least once a year | ||
| Dedicated mailbox collects employee opinions | Anytime | ||
| Investor (Shareholder) | Business Performance Corporate Governance | Shareholders Meeting | Yearly |
| Revenue data announcement | Monthly | ||
| Financial data announcement | Quarterly | ||
| Shareholders Conference | At least once every quarter | ||
| Important business information published on TWSE’s Market Observatory Post System | Routinely | ||
| Investor Relations website and mailbox | Anytime | ||
| Spokesperson and deputy spokesperson | Working days | ||
| Customer | Customer Relations Management | Customer relations electronic mailbox | Anytime |
| Customer service hotline | Office hours | ||
| Official Company website; official WeChat and Facebook follower groups; Instagram, YouTube; Tmall, Douyin, Xiaohongshu official stores and online customer services | Anytime | ||
| WeChat mini program online customer service | Office hours | ||
| Marketing Activities | Routinely | ||
| Franchisee | Improvement of Professional Service Skills Optimization of Profitability | Franchisee Meetings in the North, Center and South | Monthly |
| Technical training and education | Routinely | ||
| Online training is available through the section dedicated to franchisee recruitment on the company’s official website | Anytime | ||
| Supplier | Good supply chain relationships to organize production and achieve reasonable profit returns, thereby creating shared prosperity in the industry | Telephone and electronic mail | Routinely |
| Bank | Relevant financial indicators such as the company’s operating performance, profitability, capital allocation and turnover, liquidity, interest coverage ratio, and debt repayment ability | Senior management executives and financial managers | Twice a year |
| Other | Other issues related to the company | Telephone and electronic mail | Routinely |
| Stakeholder Type | Issues of Concern | Communication Channels & Response Methods | Communication Frequency |
|---|---|---|---|
| Employee | Employee Salary and Benefits Labor-Management Relationship | The company’s business philosophy, operating status and various policy announcements are communicated to employees periodically through the internal electronic approval and announcement system, and the company’s official website. | When needed |
| Employee Training and Education | Routinely | ||
| Employee Management Meeting | At least once a year | ||
| Dedicated mailbox collects employee opinions | Anytime | ||
| Investor (Shareholder) | Business Performance Corporate Governance | Shareholders Meeting | Yearly |
| Revenue data announcement | Monthly | ||
| Financial data announcement | Quarterly | ||
| Shareholders Conference | At least once every quarter | ||
| Important business information published on TWSE’s Market Observatory Post System | Routinely | ||
| Investor Relations website and mailbox | Anytime | ||
| Spokesperson and deputy spokesperson | Working days | ||
| Customer | Customer Relations Management | Customer relations electronic mailbox | Anytime |
| Customer service hotline | Office hours | ||
| Official Company website; official WeChat and Facebook follower groups; Instagram, YouTube; Tmall, Douyin, Xiaohongshu official stores and online customer services | Anytime | ||
| WeChat mini program online customer service | Office hours | ||
| Marketing Activities | Routinely | ||
| Franchisee | Improvement of Professional Service Skills Optimization of Profitability | Franchisee Meetings in the North, Center and South | Monthly |
| Technical training and education | Routinely | ||
| Online training is available through the section dedicated to franchisee recruitment on the company’s official website | Anytime | ||
| Supplier | Good supply chain relationships to organize production and achieve reasonable profit returns, thereby creating shared prosperity in the industry | Telephone and electronic mail | Routinely |
| Bank | Relevant financial indicators such as the company’s operating performance, profitability, capital allocation and turnover, liquidity, interest coverage ratio, and debt repayment ability | Senior management executives and financial managers | Twice a year |
| Other | Other issues related to the company | Telephone and electronic mail | Routinely |
Every three years, the Company engages with stakeholders through questionnaire surveys to understand the level of importance different stakeholders place on various sustainability issues. The engagement process conducted in 2025 is summarized as follows:
Each year, the results of stakeholder communication are reported to the Board of Directors in the first quarter. The Company’s stakeholder communication for 2024 was reviewed and approved by the Board of Directors on February 27, 2025, as detailed below:
