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MultiChoice South Africa Holdings Proprietary Limited
Integrated annual report 2018
Engagement efforts over the past year
How do we engage with them?
Main issues raised by stakeholders
Material stakeholders
Customers
h
Contact centre with 1 600 agents
h
Five service centres
h
Social media
h
117 agencies
h
12 service pods
h
Self-service (web, mobile)
h
5 000 payment points
h
1 183 DStv accredited installers
h
CEO escalations team
h
Media and press
h
TV promos
h
Account and billing queries
h
Reconnections
h
Upgrades and downgrades
h
Technical queries
h
General service queries
Government and regulators
h
The regulatory team makes presentations to
government and regulators on a number of legislative
amendments through written and oral submissions
h
Electronic Communications Amendment Bill
h
Copyright Amendment Bill
h
Draft Liquor Amendment Bill
h
Competition Amendment Bill
h
Performers Protection Amendment Bill
Content providers
h
New content acquisition engagements or renewal
negotiations
h
Face-to-face meetings, telephonic conference calls
and email communication
h
Internal programming teams engage on an ongoing
basis with the stakeholders at an operational level
h
Meetings in respect of sports rights are held annually
at the Sportel Conference
h
Ad hoc operational engagements by way of meetings,
correspondence and/or telephone calls
h
Rights
h
Authorised platforms
h
Content utility
h
Device usage rules
h
Exclusivity/holdbacks
h
Fees
h
Qualifying content
h
Encryption/platform security and content
protection
Our stakeholders
We identify our stakeholders based on the extent to which they affect, or are affected by, the
activities of our business. Our material stakeholders have a significant influence on how we
manage our business, how we manage risks and our material issues.
Review
(continued)