Stakeholder engagement GRI 102-21, 102-43, 102-44

The needs of Russian Railways' stakeholders are closely intertwined with the global sustainability agenda the key issues facing the transportation industry. At Russian Railways, we know that trust and open dialogue help to respond promptly to social and environmental challenges and strengthen our reputation as a responsible business domestically and worldwide. Stakeholder engagement principles.

  • Transparent, reliable, and complete information about the Company’s operations.
  • Focus on both external and internal stakeholders, such as employees.
  • A balanced and all-inclusive approach to stakeholder interests, and prompt response to stakeholder concerns, most importantly, when it comes to government tariff regulation and active introduction of innovation.
What they expect Engagement approach How we engage

Decent pay and benefits

Equal professional and career growth opportunities

Protection of human and civil rights in line with the Russian law

Occupational health and safety

Professional training and development opportunities

Introduction of sustainability best practices

Tackling COVID-19 impact

Ensuring decent pay

Additional social benefits available under the collective bargaining agreement

Establishing an efficient human capital training and development system

Proactive approach to preventing the spread of COVID-19

Full compliance with employment contracts

Ensuring occupational health and safety

Transparency and efficient feedback

Comfortable working environment and equal opportunities

Environmental education and awareness raising for all staff members

Russian Railways’ Employee Service Portal (blogs, chat, news feed, Active Worker channel, surveys, and Manager's Online Desk)

Communications events

Corporate messengers and social media

Forums and trade union meetings

Hotline for Russian Railways’ employees

Social surveys of the Company's employees

Townhall and personal management meetings

E-mail communications

Corporate media (including the Gudok newspaper, RZD TV)

What they expect Engagement approach How we engage

Fair and reasonable pricing

Accessible, comfortable, and reliable services

Railway safety

User-friendly services (ticketing, railways stations, services en route, etc.)

Compliance with environmental and social responsibility standards and best practices

Initiatives to prevent the spread of COVID-19

Support during the coronavirus pandemic

High-quality and safe services

Competitive pricing

Railway station services

Passenger transportation services

Catering on board

Non-financial/sustainability reporting

Passenger satisfaction surveys

Compliance with regulations

Making COVID-19 prevention measures part of the Company's production and management processes

Passenger surveys and interviews at railway stations

Russian Railways Unified Information Service Centre

Enquiries via the mobile app

Russian Railways’ website

Unified Passenger Transportation Call Centre, part of Russian Railways Customer Support Centre

Surveys at the site and on Sapsan trains

Passenger satisfaction surveys

Personal meetings with the public

Freight customers
What they expect Engagement approach How we engage

Fair and reasonable pricing

High-quality offering

Uninterrupted supply of products and services

User-friendly services

Compliance with HSE standards

Support during the coronavirus pandemic and in case of changing logistics and redirected cargo flow

High-quality and safe services

Competitive pricing

Basic freight transportation services

Transportation and logistics services related to basic freight transportation services, including public railway infrastructure services

Russian Railways information services

Customer satisfaction surveys

Provision of a wide range of discounts and exemptions during the pandemic

Introduction of sustainability best practices

Calculation of the cost and environmental impact of freight transportation

Unified Freight Transportation Call Centre, part of Russian Railways Customer Support Centre

Customer’s personal account

RZD-Gruz 2.0 mobile app

Freight section of the Russian Railways website

Sales offices

RZD Market platform

Freight Transportation electronic trading platform

ETRAN system for transportation documents

Shipper satisfaction surveys

Suppliers, contractors, and business partners
What they expect Engagement approach How we engage

Compliance with contractual obligations

Transparent selection process

Ethical approach to doing business

Competitive tenders

SME partnership programme

Engagement of contractors and suppliers in OHS

Recognition and assessment of environmental requirements for products, raw materials and supplies purchased by Russian Railways’ business units

Electronic trading and procurement platform

Conferences, forums, industry unions and associations

RZD Partner agency delivering sector-specific information

Supplier hotline

Russian Railways’ website

Shareholders, investors, and rating agencies
What they expect Engagement approach How we engage

Economic and financial stability

Funding and delivering green/environmental and social projects

Focus on solvency and compliance with contractual obligations

Solid reputation

Corporate governance excellence

Credit quality

Transparency of information and disclosure of key facts

Prudent dividend policy

The Company’s sustainable development

Financial and non-financial reporting (annual report, statutory financial statements)

Consolidated financial statements and sustainable development report

Timely disclosure of key information on the Russian Railways’ website and on the websites of accredited news agencies

Open dialogue and efficient feedback

Corporate reporting and disclosure

Conferences and investor meetings

E-mails, conference calls and video conferences

Regular working meetings at various levels

Disclosures through presentations and press releases on the website

Rating agency questionnaires

Government authorities
What they expect Engagement approach How we engage

Statutory compliance

Timely payment of taxes

Social and economic development of local communities

Reducing environmental impact

Statutory compliance and contribution to improving the legislative framework related to the Company’s operations

Transparency of tax payments and tax disclosures

Accessible and comfortable transport services

Development of investment projects and infrastructure, including projects designed to reduce the Company’s environmental footprint

Cooperation with federal and regional authorities

Regional economic development, including investment projects, procurement, and new jobs

Participation in federal and regional events

Social and economic cooperation agreements with local authorities

Regular working meetings, transport coordination boards, committees, etc.

Organising train days

Input to the law-making process

Community partners
What they expect Engagement approach How we engage

Open and meaningful dialogue

Enabling a socially beneficial environment

Social protection of employees and retirees

Engagement with national and international NGOs as regards achieving the UN SDGs

Joint events with national and international NGOs

Consideration of initiatives, including those related to federal laws governing social and employment relations

Liaising with industry trade unions in ensuring social security of employees and retirees

Advancement and support of education across our footprint

Support of vulnerable groups, environment-related and awareness-raising projects

Participation in conferences and industry-specific events

Creation of specialised RZD classes for secondary schools

Support for universities as part of the Programme of Russian Railways' Interaction with Railway Universities until 2025

Regular meetings with trade unions

Input to the work of educational institutions from Russian Railways’ employees

Joint academic, educational, and sport events

Support for non-commercial organisations

Local communities
What they expect Engagement approach How we engage

Local jobs

Minimising environmental impact

Support in addressing social, environmental, and economic issues

Providing accessible and comfortable transport services

Local employment

Social infrastructure development across our regions of operation

Support and emergency assistance for vulnerable people

Volunteer and charity projects, philanthropy

Development of healthcare infrastructure

Volunteer and charity projects

Educational initiatives

Promotion of sports and healthy lifestyle

Stakeholder engagement