Stakeholder Engagement

Stakeholder Engagement

Value Chain Management

The Company has adopted value chain management processes as a key business strategy to foster business sustainability and enhance efficiency across all operational processes, from upstream, midstream, to downstream, throughout the value chain, with the utmost consideration for the benefits of all stakeholder groups, as follows:

SUPALAI Business Value Chain

SUPALAI Business Value Chain
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Land Acquisition and Funding Sources

The upstream process begins with a project feasibility study and location potential analysis, considering factors such as supply-demand, economic trends, urban growth, infrastructure, and consumer behavior, along with legal and urban planning risk assessment, before carefully acquiring land through due diligence and transparent land valuation processes.

Process

  • Land, location, and project potential analysis
  • Studying legal provisions and construction regulations
  • Physical environmental risk analysis process before land acquisition

Stakeholders

  • Investors and
  • Shareholders
  • Community / Society
  • Landowners
  • Adjacent landowners
  • Government gencies
  • Potential Customers
  • Competitors
Design

After land acquisition, the project design and planning phase begins, integrating sustainable development concepts from the outset, such as energy-efficient building design, selection of environmentally friendly materials, green space planning, and efficient water management. This also includes preparing Environmental Impact Assessment (EIA) reports and soliciting feedback from community stakeholders to ensure the project develops in balance with society.

Process

  • Environmental risk and opportunity assessment
  • Design, considering government regulations and customer needs
  • Selection of quality and environmentally friendly construction materials
  • Obtaining permits from relevant authorities

Stakeholders

  • Investors and shareholders
  • Executives & Employees
  • Potential customers
  • Community / Society
  • Government agencies
  • Suppliers and trade alliances (designers, consultants, etc.)
Procurement

Establishing procurement criteria aligned with sustainability goals, such as selecting materials with environmental labels or certifications, and setting partner selection criteria based on ESG factors like raw material sources, clean energy use, labor management, and business ethics, to create a transparent supply chain, as well as developing work processes and innovations in collaboration with partners.

Process

  • Establishing environmentally friendly procurement guidelines
  • Partner selection process considering human rights, anti-corruption, and ESG
  • Partner evaluation using ESG Criteria
  • Developing the potential of partners and contractors
  • Cost and budget management

Stakeholders

  • Investors and
  • shareholders
  • Executives and
  • employees
  • Suppliers and trade
  • alliances (procurers of goods and contractors)
Construction

The midstream phase is the core of business operations, covering construction processes, project management, contractor management, labor, and efficient construction timelines. It involves controlling costs and work quality according to specified standards, while also prioritizing occupational health and safety for workers and minimizing environmental impacts, such as controlling dust, noise, and construction waste.

Process

  • Fair contractor selection criteria
  • Planning construction work to reduce waste and use recycled materials
  • Developing construction processes for the safety of workers, communities, society, and the environment
  • QC according to ISO 9001: 2015 standards
  • Measures to prevent and mitigate social and environmental impacts
  • Communicating complaint channels to communities around the project

Stakeholders

  • Investors and
  • shareholders
  • Executives and
  • employees
  • Suppliers and trade
  • alliances (contractors)
  • Neighboring communities
  • Government agencies
Sales and Marketing

Operating transparently, providing accurate information to customers, and promoting products that meet sustainable living needs, such as energy-efficient buildings or projects with access to public transportation, as well as protecting personal data.

Process

  • Providing complete information
  • Customer data protection
  • Marketing communication strategies, such as advertising media, sales promotion activities, and marketing events
  • Customer feedback
  • Preliminary credit assessment for customers

Stakeholders

  • Investors and shareholders
  • Executives and employees
  • Customers
  • Business partners and trade alliances (Banks)
  • Competitors
Handover & Ownership Transfer

The downstream process begins with delivery and ownership transfer to customers, including product warranties and after-sales service.

Process

  • Quality inspection process before delivery
  • Customer appointments for home inspection and ownership transfer
  • Facilitating customers, such as applying for loans with commercial banks
  • Customer care after ownership transfer

Stakeholders

  • Investors and shareholders
  • Executives and employees
  • Customers
  • Suppliers and trade
  • alliances (juristic persons, banks)
  • Government agencies
After-Sales Service

To ensure confidence in product and service quality, the Company provides product warranties to customers for both components and structures. Furthermore, it focuses on and prioritizes maintaining high standards of after-sales service quality, including operations that align with ESG criteria, such as efficient management of energy, water, and waste. Customer satisfaction surveys are also conducted to gather feedback for improving product and service quality.

Process

  • Warranty and maintenance services
  • Customer satisfaction surveys
  • Customer Relations management
  • Juristic person management
  • Supalai Contact Center 1720
  • Supalai SABAI Application

Stakeholders

  • Customers
  • Juristic Person

Stakeholders in the Value Chain

The Company recognizes that both internal and external stakeholders are crucial for sustainable business operations, as they are affected or may be affected by the Company's operations, or can create an impact or influence business operations. Therefore, the Company prioritizes stakeholder engagement throughout the value chain, with the following processes for engaging with stakeholders:

Analysis of Stakeholders in the Business Value Chain
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Identification and Prioritization of Stakeholder Groups

The Company categorizes stakeholder groups in its value chain into 11 groups: 1) Employees, 2) Customers, 3) Shareholders/Investors, 4) Communities/Society, 5) Suppliers/Retailers 6) Contractors/ Vendor, 7) Government Agencies, 8) External regulatory bodies, 9) Banks, 10) Media and 11) Industry competitors. The Company's internal stakeholders include employees, while external stakeholders include customers, shareholders/investors, communities/society, business partners/retailers, contractors/suppliers, government agencies, external regulators, banks, media, and competitors in the same industry. The prioritization of stakeholders is determined by considering the level of the Company's impact on each stakeholder group across economic, social, environmental, and human rights dimensions, combined with the level of impact or influence from each stakeholder group on the Company. This approach helps define strategies for building connections and fostering stakeholder engagement, as well as planning appropriate operations for each stakeholder group.

Analysis of Stakeholders in the Business Value Chain
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Prioritizing Stakeholders the Company has established the following stakeholder management strategies:

  • Manage Strategically: Build strong relationships and foster collaboration to align stakeholders' needs and expectations with the organization's goals, leading to mutual benefits and long-term success.
  • Keep Satisfied: Address significant stakeholder needs and concerns to maintain their support.
  • Keep Informed: Provide accurate information and communicate transparently and consistently to keep stakeholders updated on progress and build trust and confidence.
  • Monitor: Observe and assess stakeholders' interests and operations that may impact on the Company.

Stakeholder Engagement Activities

The Company assigns departments responsible for each stakeholder group to systematically survey their needs and expectations through various communication channels at least once a year, under the supervision of the Sustainability Committee. This is to foster stakeholder engagement and assess the impacts that each stakeholder group has experienced or may experience in the future, as well as other concerns and expectations from stakeholders. The Company collects significant stakeholder needs, expectations, concerns, and feedback relevant to its business operations to analyze key sustainability issues (Materiality) and establish appropriate management approaches to address them. In 2025, the Company engaged and operated with stakeholders as follows:

Channels for engagement and communication
  • Monthly Executive Board Meeting, Sub-meetings for each department
  • Quarterly Welfare Committee Meetings
  • Annual Employee Engagement Survey
  • Monthly Safety Committee Meeting
  • Monthly Risk Working Group Meeting
  • Communication via online media, intranet, and email
  • Complaint and Whistleblowing Channels via Email and Complaint and Feedback Box within the Company
Stakeholders' Expectations
Responses to stakeholder expectations
1. Fair compensation and benefits
  • Survey and establish appropriate salary structures for each level, paying wages based on performance in operational roles.
  • Link performance evaluations to various forms of compensation fairly and appropriately, based on each employee's knowledge, abilities, experience, job position, responsibilities, and performance.
  • Improve additional benefits by considering the company's business performance and the economic and social environment.
  • Increase benefits appropriate to roles and responsibilities, such as discounts on home and condominium purchases, funeral assistance, get-well baskets, group life and accident insurance, provident fund, uniforms, travel and accommodation expenses for off-site work, etc.
  • Provide appropriate welfare and benefits, benchmarked against other companies in similar or related businesses, and in compliance with legal requirements.
2. Transparency and fairness in performance evaluation
  • Implement a transparent performance evaluation process using clear evaluation criteria.
  • Provide opportunities for employees to be informed of their evaluation results and seek clarification from their supervisors.
3. Treatment of employees with respect for their dignity, honor, and human rights principles
  • Promote knowledge of human rights and fundamental labor practices for management and employees at all levels.
  • Support the employment of persons with disabilities in the same positions as able-bodied individuals.
  • Support diversity and inclusion, such as employing LGBTQ+ individuals.
4. Job security and career path
  • Conduct Competency Evaluations once a year and use them to develop Individual Development Plans (IDPs).
  • Clearly define career paths for various positions within the company.
  • Encourage employees to enhance their skills and knowledge and provide opportunities to demonstrate their abilities through online platforms such as Supalai Skill / Supalai Life.
  • Develop skills and knowledge in products and services, technology, and project management.
5. Occupational health and safety
  • Establish risk assessment processes, due diligences, and preventive, corrective, and remedial measures.
  • Maintain a working environment that meets standards and promotes good health, such as providing lactation rooms, prayer rooms, Thai massage rooms for employees, and first-aid rooms.
  • Promote workplace safety by assessing risk factors, improving equipment and working environments, conducting workplace safety training, and providing adequate PPE to employees according to their job nature.
  • Organize activities to promote employees' physical and mental well-being, such as vaccination against epidemics.
6. Open communication and receptiveness to feedback
  • Prepare manuals, records, or documents announcing policies and significant changes through various communication channels such as intranet.supalai.com, public announcement boards, internal email, Line Open Chat, and short video clips, to communicate in an easy-to-understand, clear, and transparent manner.
  • Develop a systematic, clear, and easily accessible process for managing complaints and suggestions, and communicate the outcomes to employees.
  • Provide complaint channels through Supalai Contact Center 1720 and a channel for reporting corruption via e-mail: anti-corruption@supalai.com
Channels for engagement and communication
  • Project Sales Office
  • Monthly Customer Satisfaction Survey
  • Organization of Customer Relations Activities / Marketing Activities
  • Communication via online media, email, and telephone
  • Company's Whistleblowing/Complaint Channels
Stakeholders' Expectations
Responses to stakeholder expectations
1. Quality houses and condominiums that meet standards and requirements, such as construction quality, quality of materials used in the property, or safety systems for residents.
  • Allow customers to visit sample housing projects to inspect and build confidence in the construction process and quality.
  • Design and develop innovations and services that meet customer needs and expectations.
  • Delivery of houses / condominium units to customers by preparing a resident's manual and after-sales service information to be provided to customers after ownership transfer.
  • Disclose operational information transparently.
2. High-quality, efficient, and prompt service.
  • Develop the skills and capabilities of the customer service team comprehensively in all aspects, with care and responsibility towards customers.
  • Communicate/provide information or respond to customer inquiries quickly and accurately.
  • Improve communication channels and complaint management processes to respond to customer complaints efficiently.
  • Supalai Contact Center 1720 is the primary channel for reporting repairs, filing complaints, receiving suggestions/feedback, and providing information on the company's products/projects.
  • Provide convenient and diverse communication channels, both offline and online.
3. Compliance with sales agreements. Comply with sales agreements. Ownership transfer is carried out within the period specified in the contract.
4. Personal data protection (PDPA).
  • Strictly adhere to the company's business ethics and policies.
  • Communicate the code of conduct for maintaining customer confidentiality throughout the organization.
5. Building good relationships with customers.
  • Survey needs, listen to feedback and suggestions to improve and develop products and services.
  • Develop features in the Supalai SABAI Application for reporting repairs, filing complaints, and receiving information.
  • Organize CRM activities with residents
Channels for engagement and communication
  • Annual General Meeting of Shareholders and Extraordinary General Meeting of Shareholders
  • Quarterly joint meetings with securities analysts and fund managers (Analyst Meeting).
  • Participate in the Stock Exchange of Thailand's Opportunities Day events twice a year
  • Investor meetings at least once a year
  • Domestic and International Roadshow
  • Disclosure of Information in Form 56-1 e-One Report and the Company's Website
  • Channels for Reporting Information and Receiving Complaints
Stakeholders' Expectations
Responses to stakeholder expectations
1. Disclosure of accurate and transparent operating results, in compliance with the regulations of the Stock Exchange of Thailand and disclosure criteria.
  • Disclose information required to be reported according to accounting periods (Periodic Reports), such as quarterly and annual financial statements, Management's Discussion and Analysis (MD&A), summary of operating results of the company and its subsidiaries (Form F45), and Form 56-1 One Report, etc.
  • Prepare and disclose business operations, operating results, and financial status transparently.
2. Maintaining the company's financial stability and security.
  • Conducting business prudently and in line with financial objectives.
  • Carefully and closely monitoring and overseeing the company's financial status.
3. Equitable treatment of shareholders. Disclose information on overall operating results and business growth to shareholders through channels accessible to all shareholders.
4. Business growth and good operating performance, along with good dividends or returns.
  • Develop the business to have competitive costs and operational efficiency.
  • Enhance competitiveness with innovative products and new businesses to generate continuous revenue.
  • Seeking and co-investing with business partners to expand investment opportunities and create business flexibility.
5. Good corporate governance.
  • Strictly comply with laws and regulations.
  • Conduct business transparently and participate with anti-corruption organizations.
  • Develop corporate governance structure and risk management systems to be more efficient.
Channels for engagement and communication
  • Communication via online media, email, and Supalai Contact Center 1720
  • Opinion Survey using Questionnaires
  • Public consultation to gather feedback from the community
  • Community Satisfaction and Engagement Survey
  • Company's Whistleblowing/Complaint Channels
Stakeholders' Expectations
Responses to stakeholder expectations
1. Environmental operations in compliance with laws and regulations
  • Surveying impacts on communities around the project every time a new project is developed or an existing project's construction is expanded
  • Controlling and monitoring environmental pollution measurement results to comply with legal requirements
  • Strictly adhering to environmental laws, regulations, and operational procedures
2. Job creation and career opportunities for local communities
  • Supporting the employment of local people to work with the company
  • Promoting and providing opportunities for local communities to access education and skill development to enhance their capabilities
  • Providing knowledge on utilizing by-products to create livelihoods for people in the community
3. Occupational safety and health
  • Establishing construction measures to ensure the safety of lives and property of people in the community
  • Posting safety warning signs for the community and the company's stakeholders
4. Community relations activities
  • Developing and supporting projects that improve the quality of life and economy of communities around the project
  • Organizing activities/projects to provide support during disasters or other social activities, such as donations for traditional community events
  • Building networks of cooperation with other stakeholder groups to jointly develop local communities and society as a whole
Channels for engagement and communication
  • Monthly meetings with partners and retailers
  • Annual visits to partner establishments.
  • Communication via online media, email, and Supalai Contact Center 1720
  • Channels for Reporting Information and Receiving Complaints
Stakeholders' Expectations
Responses to stakeholder expectations
1. Transparent and fair procurement process
  • Establish criteria, measures, and operational procedures for procurement that are open, transparent, and auditable.
  • Conduct procurement transparently and implement an anti-corruption policy to ensure fairness for all parties.
  • Develop a bidding system for construction material procurement, establishing equitable, transparent, and auditable criteria for both large and small suppliers.
2. Compliance with laws and agreements Comply with relevant laws and regulations, as well as procurement guidelines, and procurement contracts or mutual agreements.
3. Timely and complete payment Make payments according to installments or credit terms specified in the contract conditions, adhering to principles of accuracy, transparency, and promptness.
4. Developing partner capabilities and knowledge Organize knowledge-sharing programs on key human rights quality development and new regulations affecting the real estate development business.
Channels for engagement and communication
  • Monthly work plan meeting with contractors/suppliers
  • Annual assessment of contractors
  • Morning Talk for all projects
  • Communication via online media, email, and Supalai Contact Center 1720
  • Whistleblowing and Complaint Channels
Stakeholders' Expectations
Responses to stakeholder expectations
1. Continuous employment
  • Establish transparent, verifiable, and publicly accessible criteria, measures, and procedures for procurement and Terms of Reference (TOR).
  • Conduct procurement under TOR with transparency and an anti-corruption policy to ensure fairness for all parties.
  • Establish fair and verifiable standard prices and criteria for both large and small contractors.
2. Compliance with laws and agreements Comply with relevant laws and regulations, as well as procurement guidelines in TOR and construction contracts.
3. Occupational safety, health, and working environment
  • Collaborate with contractors to provide PPE and basic first-aid kits for horizontal and high-rise projects.
  • Provide occupational safety and health training to contractors, suppliers, and construction workers.
  • Provide worker accommodation areas that meet good hygiene standards.
  • Implement HRDD assessment processes and ESG criteria audits, including preventive, corrective, and remedial measures.
4. Timely and complete payment Make installment payments to contractors and suppliers via e-Payment for convenience and speed, adhering to principles of accuracy, transparency, and promptness.
5. Development of potential and knowledge for contractors or vendor
  • Provide construction standard training in collaboration with partners, such as masonry, plastering, and painting work.
  • Develop knowledge-sharing programs on core human rights quality development and new regulations affecting the real estate development business.
Channels for engagement and communication
  • Prepare operational performance reports in accordance with laws and regulations.
  • Participation in government-organized seminars and conferences related to the industry.
  • Disclosure of Information in the 56-1 e-One Report and the Company's Website
Stakeholders' Expectations
Responses to stakeholder expectations
1. Compliance with laws and regulations
  • Strictly comply with laws, regulations, and rules related to the industry.
  • Comply with relevant laws, regulations, and rules of the local municipality where the company develops projects.
  • Timely payment of taxes.
2. Environmental management and safety management
  • Analyze, assess, and control environmental quality beyond legal requirements.
  • Implement safety practices and establish an occupational health and safety committee.
  • Prepare emergency response measures.
3. Cooperation with and support for government agencies
  • Participate in meetings, seminars, or various government projects that benefit the company, customers, and investors.
  • Build relationships with government agencies through projects or activities to develop society and the environment.
4. Good corporate governance Monitor operations in all departments to ensure accuracy, transparency, and auditability.
5. Disclosure of company performance Prepare accurate performance reports and disclose them to the public within specified periods, or submit information as requested by government agencies.
Channels for engagement and communication
  • Prepare a report on operational performance in accordance with international standards.
  • Partner Business Visit Activities
  • Information Disclosure in Financial Statements, Annual Report Form 56-1 e-One Report
  • Disclosure of Sustainability Information on the Company's Website
Stakeholders' Expectations
Responses to stakeholder expectations
1. Compliance with criteria or requirements according to international standards
  • Oversight and monitoring of operations in all departments to ensure accuracy, transparency, and auditability.
  • Participation in ESG performance assessments, such as FTSE Russell ESG Scores.
  • Preparation of performance reports according to accurate and complete criteria, and public disclosure.
2. Management of economic, social, and environmental impacts
  • Quality control processes and submission of reports to relevant regulatory bodies.
  • Preparation of emergency response measures.
3. Cooperation with and support for external regulatory bodies
  • Participation in meetings, seminars, or various projects beneficial to the company, customers, and investors.
  • Building relationships with external regulatory bodies through various projects or activities to jointly develop society and the environment.
4. Disclosure of company performance Preparation of accurate performance reports and public disclosure according to specified timelines, or submission of information as requested by external regulatory bodies.
Channels for engagement and communication
  • Meeting with the bank
  • Business Visit Activities
  • Communication via online media, email, and Supalai Contact Center 1720
  • Channels for Reporting Information and Receiving Complaints
Stakeholders' Expectations
Responses to stakeholder expectations
1. Effective risk management
  • Manage risks to cover economic, social, environmental, and human rights risks that may affect the company's finances.
  • Implement policies and key internal control measures regarding loan applications and customer borrowing.
  • Manage capital to have an appropriate structure to support the company's business operations and maintain creditor confidence.
  • Communicate and disclose accurate and clear operational performance data.
2. Compliance with agreed loan and debenture covenants/ Timely debt repayment according to terms
  • Strictly comply with contracts and conditions, adhering to principles of accuracy, transparency, and timeliness.
  • Committed to maintaining sustainable relationships with banks and fostering mutual trust.
Channels for engagement and communication
  • Hold a press conference at least once a year.
  • Business Visit Activities
  • Media Engagement
Stakeholders' Expectations
Responses to stakeholder expectations
1. Accurate and complete information or operational results
  • Providing accurate, prompt, concise, and reliable information and news.
  • Communicating information with consideration for ethics, accuracy, and social and environmental responsibility
Channels for engagement and communication
  • Meetings and joint sessions organized by industry-related organizations or agencies
Stakeholders' Expectations
Responses to stakeholder expectations
1. Fair competition
  • Conduct business ethically.
  • Treat competitors within the framework of good and fair competition.