MULTICHOICE GROUP LIMITED INTEGRATED ANNUAL REPORT 2021
The capitals provided by our stakeholders
We believe in an inclusive approach to stakeholder engagement, which means we focus on continuously aligning our stakeholders’ needs, interests and expectations with those of our business. We build lasting and impactful relationships based on trust, which ultimately deliver stakeholder value. We recognise that our operations impact a broad range of stakeholders who are the custodians of the capitals that support our operations.
We define the capitals we use in line with the <IR> Framework as follows:
Financial capital
The funding received and the financial resources available to us.
Technology and platforms
Technology and platforms are the backbone that enables us to deliver video entertainment services to our customers. These comprise physical and virtual infrastructure, including our satellite and terrestrial networks, proprietary distribution platforms, internal information technology (IT) systems, as well as third-party mobile and fixed-line networks, cloud services and content delivery networks.
Industry expertise
Our understanding of customer preferences, content curation and local content development is what differentiates us. Our expertise spans the entire value chain, from regulations and signal transmission, to marketing, distribution and payment processing.
People
Our people contribute their skills and expertise to positively impact our operations across our markets.
Customer and supplier relationships
We continue building mutually beneficial relationships with customers and suppliers, without whom we cannot deliver or prosper.
Corporate citizenship
Our licence to operate in the countries we serve includes stakeholder relationships and engagement – using our resources to make a positive contribution. Our consumption of natural resources is not material, but we ensure it is minimal and complies with existing environmental legislation.
Stakeholders
Customers
Our customers are our largest stakeholder group. They are the reason we exist and our primary source of revenue.
How we engage our stakeholders
We offer our customers various service channels to suit their needs. These include digital channels such as live chat, WhatsApp, social media, notifications on DStv and self-service via apps. In addition, we offer online and unstructured supplementary service data (USSD), face-to-face channels such as service centres and agencies, as well as traditional service channels like phone and email. We also engage with our customers through our DStv platform, mass media, sponsorships and activations.
Capital provided
Stakeholders
Employees
Our employees are at the heart of our business. We are incredibly proud of our employees – their knowledge, expertise and passionate dedication to our business and customers provide the foundation for our success.
How we engage our stakeholders
We design our engagement with employees to inspire and motivate them to deliver their best. We create opportunities for in-person interaction through company-wide townhalls and leadership forums, ad hoc employee events and workplace forums. We also digitally interact through regular email updates, social collaboration tools, live engagement tracking and anonymous feedback. In addition, we offer training and mentorship programmes and help them develop their careers through ongoing performance dialogues.
Capital provided
Stakeholders
Suppliers and partners
Our suppliers and partners are critical to our operations. They provide exceptional content, the technology to distribute our products and a wealth of other services that support or complement our business. We believe in maintaining mutually beneficial, transparent relationships with them.
How we engage our stakeholders
We strive to have meaningful engagements with our suppliers and partners and aim to make it easy for them to do business with us. Our main interface is through a tailored digital platform. We further enhance our engagement through other digital channels such as chat box, as well as video and audio conferencing. We also use more traditional communication channels such as emails, conference calls, face-to-face meetings and attendance of industry conferences.
We have a thorough third-party risk management process. We gather information through questionnaires which are then used to conduct due diligence investigations to assess any potential risks.
Capital provided
Stakeholders
Shareholders
Our diverse local and international shareholders own our business and trust us to generate returns exceeding our cost of capital over the long term.
How we engage our stakeholders
We aim to timeously, openly, consistently and transparently engage with our shareholders (in person or virtually) through various initiatives. These include formal AGMs, individual shareholder calls and meetings, conference calls, results announcements and presentations, investor roadshows and conferences, JSE Stock Exchange News Service (SENS) announcements, tours of our facilities when feasible, a dedicated email address for general investor queries, a dedicated email address for AGM feedback and regular updates on our website.
Capital provided
Stakeholders
Government and regulators
We are contributing, taxpaying members of the communities in which we operate. We engage with governments and regulators to ensure we cooperate and collaborate in a way that supports a stable and flourishing industry.
How we engage our stakeholders
We comply with country-specific legislation and regulations. We make oral and written representations about legislative and regulatory processes and directly engage key government departments and industry stakeholders. Our engagement with governments and regulators focuses on constructive participation to ensure the best outcome for our industry and the countries in which we operate.
Capital provided
Stakeholders
Society and the environment
We see beyond business priorities and strive to make a lasting impact on the environment and the communities in which we operate. These communities represent both current and future customers, employees, and national sport and film heroes. Our initiatives aim to enrich lives, while being mindful of our planet’s sustainability.
How we engage our stakeholders
We aim to make a lasting impact on the communities in which we operate. To achieve this, we engage through our corporate social investment (CSI) initiatives to uplift communities, strengthen our industry and share our experience and expertise. We support industry stakeholders through the MultiChoice Talent Factory (MTF) and aspiring entrepreneurs through the MultiChoice Innovation Fund. Our interactions include meetings, events, workshops, training and industry forums, sponsorships and grass roots development. We also engage with rating agencies on sustainability matters.
Capital provided
