Materiality and Stakeholder Engagement

Materiality Assessment Process

GRI 102-47

Manila Water regularly seeks and accepts feedback on how it can effectively respond to stakeholders' needs and expectations. Aligned with the Global Reporting Initiative (GRI) framework, the Company completed an online materiality assessment process with its internal and external stakeholder groups. The materiality process was aimed at more effectively communicating with the Company's stakeholders by means of a focused and valueadding sustainability report that centers on issues and programs that are material to them, and at the same time, are relevant to its business operations.

At the same time, the Company understands that the provision of reliable water and wastewater services is challenged by certain risks that may affect the continuity and efficiency of business operations. With this in mind, the Company's top risks identified in the Enterprise Risk Management Program (ERM) was integrated into the material topics since these are most significant to the business and stakeholders.

Stakeholder Engagement

GRI 104-40, 102-42, 102-43, 102-44

Manila Water's success is anchored on strong partnerships and collaborations with its stakeholders. Hence the Company sees to it that channels to engage are always open and available, and that their ideas and concerns are heard and addressed.

The stakeholder table summarizes the engagement type and frequency of engagement with each stakeholder group, as well as key topics that are most important to each of them.

Stakeholder	Engagement Tool	Meeting Frequency	Concerns Raised	Responses
Employees	Group meetings, one-on-ones, surveys, townhalls, emails, “Kamustahan”, social media, text/ calls, focus groups	Daily	Compensation, benefits, trainings, personal values, succession plans, job security, performance appraisal	Annual performance-based salary adjustments Updated Manila Water Values, Core and Leadership Competencies Monitoring the progress of individual development plans of identified successors Utilized online learning platforms for Manila Water University and Percipio courses to increase employees' opportunities for learning
Community/Customers	Community “Kasangga” meetings, public consultations, social media, flyers, bulletins, texts, service hotline, surveys, Manila Water App	Daily	Billing inquiries, service disconnection and reconnection, interruption schedules, water quality, desludging, sewer and environmental charges	Resolving complaints within internal service level targets Regular posting of planned/unplanned activities to social media Posting of barangays scheduled for desludging to social media Regular project updates to community leaders
Regulators	Regular meetings, reports submission, “Kamustahan” sessions, public consultation, seminars, conference	Monthly	Business plan, tariff adjustments, water infrastructure, advocacy initiatives, COVID-19 response, water quality, wastewater compliance	Participation in various engagements relative to the rate rebasing exercise Attended and provided support in online public consultations of MWSS on proposed water source development projects Dialogues concerning critical issues such as pandemic responses and service delivery
National Government Agencies	Regular meetings, reports submission, briefings, public consultations, seminars, advocacy programs	Monthly	Compliance to regulatory requirements, advocacy initiatives, water and wastewater policies, water infrastructure, tariff adjustments, business plan	Compliance to new reporting and permitting requirements Relationship Management
Local Government Units	Engagement Tool Regular meetings, reports submission, briefings, public consultations, seminars, advocacy programs, “Kasangga” meetings	Monthly	Billing inquiries, service disconnection and reconnection, interruption schedules, water quality, desludging, sewer and environmental charges, water infrastructures	Regular and close coordination on project planning and implementation Delivery of requested support and event participation Regular posting of planned/unplanned activities to social media Posting of barangays scheduled for desludging to social media
Supply Chain	Forums, trainings, focus group discussions, Vendor 360 Degree Feedback, letters, counseling sessions, company presentations, emails, bulletins, online publications	Monthly	Project pipeline	Project pipeline are rolled out during Vendor Forums Feedback and counseling sessions
Finance Community	Integrated Report, annual stockholders meeting, analysts' briefings, website, press releases, road shows, one-on-one meetings	Quarterly	CapEx programs, project implementation, service improvement plans, financing plan, governance systems, performance report, business continuity	Timely, responsive, transparent and truthful communication to investors, creditors and stakeholders Quarterly analysts briefing One-on-one meetings with investors and creditors
Media	Integrated Report, annual stockholders meeting, analysts' briefings, website, press releases, road shows, one-on-one meetings, media coordination meetings, interviews, sponsorship events	Monthly	CapEx programs, project implementation, service improvement plans, financing plan, governance systems, performance report, business continuity, advocacy initiatives, policies, COVID-19 response, customer concerns	Press Briefing and media engagements including virtual and online Relevant information posted on digital and social media platforms Media visits of major projects and facilities