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How we engage our
stakeholders |
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| Customers |
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- Contact centres
- Agencies
- Accredited installers
- Media and press
- Social media
- Customer satisfaction surveys
- Customer meetings
- Exhibitions and conferences
- Incident management tools
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- Account and billing queries
- Technical queries
- General service queries
- 24/7 global and local support
- Product and performance quality
- Commercial terms and business models
- Certifications
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- Solve customer issues promptly
- Address bigger process and system issues where relevant
- Engage with subscribers on social media such as Twitter and Facebook, and on the DStv Forum
- Ongoing customer satisfaction surveys
- Ensure certifications are up to date
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| Government and regulators |
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- Oral and written
representations
to committees
- Attendance at legislator
and regulator
developments in
parliament
- Engagements with
government departments
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- Broadcasting code review
- Amendments to competition regulation
- Licensing reviews and requirements
- Tax reviews
- Product licensing
- Policy changes
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- Proactive engagement with regulators on specific issues
- Formal representations and submissions
- Demonstrate our compliance with regulations and our contribution to society
- Share information on the challenges posed by certain regulatory amendments
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| Content providers and suppliers |
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- Face-to-face meetings
- Telephonic conference calls and email communication
- Attendance at industry conferences
- Request for proposals (RFP)
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- Rights acquisitions
- Fees and advertising revenue shares
- Qualifying content and encryption
- Platform security and content protection
- Reporting – performance data and customer numbers
- Terms and conditions, and fees
- Field of use
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- We negotiate within approved mandates
- Where fees are too high or
content is not resonating
with particular customers,
we may look at terminating
or renegotiating contract
terms
- In cases where certain issues
are argued consistently by
various studios (eg device
usage rules), our business
approach may be revised or
reconsidered if the change
required is in line with
international norms
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| Employees |
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- Workplace forums,
including live broadcasts
- Employment equity
committees and trade
union engagements
- Direct engagements
- Live engagement tracking
and anonymous employee
feedback
- Engagement surveys
- Leadership engagements
and interventions
- Peer-to-peer interventions
- Employee wellness and
working environment
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- Restructure and potential retrenchments
- Union recognition
- Salary and benefits negotiations
- Career acceleration, development and recognition
- Complexity of internal business processes
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- Meaningful restructure
consultation and
involvement
- Meaningful salary and
benefits negotiations
- Organisational talent reviews
with leaders
- Employee culture
programmes
- Diversity and inclusion
programmes
- Employee benefits
- Onsite wellness benefits
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| Shareholders |
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- Shareholder meetings,
including annual general
meetings
- Annual reports/interim
results
- Communications/updates
on website
- Press releases
- JSE SENS announcements
- Online Q&As and information guides
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- Standalone opportunity to invest in video entertainment only
- Impact of Naspers’s
unbundling on
shareholders
- Competitive threats, specifically in OTT
- Growing the business,
reducing costs and
returning the Rest of
Africa business to
profitability
- Growing cash flow and
earnings
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- Awareness campaigns and
roadshows to improve
awareness
- Extensive communication
through investor relations,
including investor meetings/conferences
- Annual general meeting and
special shareholder
meetings where applicable
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| Media |
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- Direct engagement
through one-on-one
interviews and press
conferences
- Events and launches,
including media
showcases
- Press releases, editorials
and general articles
- Responding to media
queries
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- Business media: MultiChoice Group’s JSE
listing; MultiChoice
corporate governance;
MultiChoice ethics and
leadership; update on
market trends; new
customer wins; new
partnerships; insight into
cybersecurity events
happening in the market
- Content media: Programming, value of
packages, comparison to
other services like Netflix
- Consumer media: Related to consumer
issues, eg price increases,
billing issues, value,
comparison to other
services like Netflix
- Technical media: New
technology partnerships,
new product launches
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- Business media: One-on-one
engagement, press
conferences, interviews,
ongoing answering of
queries and statements
issued
- Content media: Newsletters, press releases,
articles and launch events
highlighting benefits of our
packages and changes to
our offering
- Consumer media: Regular
interaction and visits in
person, ongoing
engagement on queries
- Technical media: Regular
one-on-one engagements
and interviews, press
releases and articles;
ongoing answering of
queries and statements
issued
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