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CHAPTER 5 Our responsible management in 2018 Our management approach

At Cepsa we constantly strive to build solid and transparent relationships based on trust with our stakeholders, generat- ing value for each and every one of them and enabling us to achieve our long-term strategic aims by meeting their expecta- tions.

Our Stakeholder Relations Policy and Management System enable us to iden-

tify, classify, prioritize and manage all our stakeholders on a capillary basis, help- ing us to understand their expectations, needs and ideas.

Communication channels with our stake- holders examples:

5.1 OUR MANAGEMENT APPROACH

2018 ANNUAL AND CORPORATE RESPONSIBILITY REPORT

CUSTOMERS Satisfaction measurement systems.

Complaint handling systems.

Customer Care Services.

The Customer Experience project and Service Now system ensure the continuous improvement of our integrated complaint handling process.

SOCIETY Community and Residents

Committees. Open days and public consultations.

E-mail.

Social management teams at our sites.

Ethics and Compliance Channel.

Company Website

SUPPLIERS Supplier portal on the corporate

website. Satisfaction surveys. E-mail and support centres. Suppliers Day.

EMPLOYEES Ethics and Compliance Channel. Climate and Engagement Survey. Thinkbox ideas and suggestions channel. Corporate Intranet. Direct communication processes.

SHAREHOLDER Our shareholder participates in and

contributes to Cepsa's management and performance through membership of its Governing Bodies.

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