INTEGRATED ANNUAL REPORT FOR MULTICHOICE SOUTH AFRICA HOLDINGS (PTY) LTD AND PHUTHUMA NATHI INVESTMENTS (RF) LTD

OUR STAKEHOLDERS MultiChoice South Africa has a broad range of stakeholders, including customers, regulators, content providers, shareholders, employees and the general public. Our inclusive approach seeks to balance the needs, interests and expectations of our stakeholders with the interests of our organisation over time. How we engage our stakeholders Issues raised by stakeholders Our response Customers w w Contact centres with 1 849 agents w w 121 agencies w w Over 1 230 accredited installers w w Media and press w w Social media w w Customer satisfaction surveys w w Account and billing queries w w Technical queries w w General service queries w Solve customer issues promptly w Address bigger process and system issues where relevant w Engage with customers on social media such as Twitter, Facebook and on the DStv Forum w Ongoing customer satisfaction surveys Government and regulators w w Oral and written representations to legislators and regulators w w Attendance at legislator and regulator developments in Parliament w w Engagement with government departments w w Constitutional Court judgement w w SABC agreement w w Competition Amendment Bill w w Icasa pay-TV market competition inquiry w w Icasa sports broadcasting review w w Copyright Amendment Bill and Performer’s Protection Bill w w Digital migration w w OTT services w Proactive engagement with regulators on specific issues w Formal representations and submissions w Demonstrate our compliance with regulations and our contribution to society w Share information on the challenges posed by certain regulatory amendments We seek to build relationships based on trust that will make a lasting impact 14  MultiChoice South Africa Holdings Proprietary Limited integrated annual report 2019 WHO WE ARE