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Stakeholder Engagement

Stakeholder Engagement

CUSTOMERS
Issue	What does Garanti BBVA do about it?	Related Section	Relevant
Expectation for a secure customer experience against increased and evolving cyber threats and responsible AI use.	• Garanti BBVA Cybersecurity Center • Information Security Committee reporting to the Board of Directors • Tools for ensuring and deploying data security were developed and infrastructure projects aimed at increasing the reliability of infrastructure were carried on.	• Data and Technology	• CYBERSECURITY • RESPONSIBLE DATA USE • INCLUSIVE GROWTH • CUSTOMERS: ACCESIBILITY OF COMMERCIAL CHANNELS AND FINANCIAL HEALTH • INTEGRITY & ETHICAL BEHAVIOUR • DEFENCE OF THE HUMAN RIGHTS
The need for the provision of services giving the underbanked population, particularly individuals with disabilities and the underprivileged population, greater access to financial services.	• Partnership with Blindlook • Accessible Banking Services • Women Entrepreneur support program and Garanti BBVA • Accelerator Program that support the startup ecosystem within the frame of Inclusive Growth • Working to increase the financial literacy of individuals and their participation in the banking system for inclusive growth	• Customer Experience
The need for supporting customers to build on their financial planning skills to help them be prepared against contingencies and plan their future.	• "My Ecological Status" section on mobile banking launched in keeping with the focus on financial health • Financial Advisory for our SME customers • Smarter, customizable solutions for customers using AI, machine learning, and big data applications.	• Customer Experience • Data and Technology
Regularly seek customer opinions and improve services based on an approach aligned with business ethics and protecting customers against risks.	• Net TCR (Transparent, Clear and Responsible Banking) Score and Net Promoter Score (NPS) measurement (1st in Corporate Banking. 1st in Commercial Banking; 2nd place in SME banking, 2nd place in retail banking and 2nd place in Mobile Banking ) • Perform root cause analyses for customer complaints; taking corrective and improvement actions (15 actions in 2023)	• Customer Experience
Develop consumer products that will support customers’ transition to a low-carbon economy	• Over 50 sustainable finance products covering all our Retail, SME, Commercial, Corporate segments	• Sustainability and Community Investments
Reach customers through any channel they need	• Digital onboarding experience • Open Banking • >500 functions set on Garanti BBVA Mobile banking • Uninterrupted service 7 days a week via Live Support line • The first customer satisfaction channel offering service 24/7 on social networks: “Garanti BBVA’ya Sor” (Ask Garanti BBVA) • Türkiye’s first AI-based smart assistant: UGI • Campaigns, card information, and cardless payment solutions with BonusFlaş.	• Customer Experience

EMPLOYEES
Issue	What does Garanti BBVA do about it?	Related Section	Relevant
Build on our employees’ knowledge and skills about Personal Data Protection Law through awareness activities	• Data Sharing Committee reporting to the Board of Directors • Awareness programs for customer privacy and information security • Training or briefings concerning external fraud • Cybersecurity training per FTE	• Data and Technology	• CYBERSECURITY • RESPONSIBLE DATA USE EMPLOYEES • DEFENCE OF THE HUMAN RIGHTS
Cybersecurity investments attuning remote access infrastructures with current needs and security principles, secure teleworking for employees	• Centralized Operations • Business Processes Management (BPM), Process Mining, Intelligent Document Processing (IDP) and Robotic Process Automation (RPA) technologies	• Data and Technology
Physical and administrative OHS measures in work areas, supporting employee development	• "Take Good Care of Yourself" Mobile App developed for employee wellness • Enriched and improved digital learning platform to promote continuous learning culture • "We Will Learn and Heal" program is designed to support employees during natural disaster situations such as earthquakes • Various scenarios including earthquake, flood, fire and bad weather conditions and regional simulations within the scope of “Business Continuity” process • “ISO 22301 Business Continuity Management System Security and Resilience"" certification	• Investing in Human Capital
Raise increased awareness of gender equality among employees	• A fair and transparent working environment dominated by equal opportunities and diversity • Contributing to change by raising awareness about gender equality, the EqualUs (EşitBiz) Project has been ongoing since the beginning of 2022 • Target to increase % of women on Board seats to 25% min. • In-house trainings to increase awareness for the Gender Equality	• Investing in Human Capital

COMMUNITY (INCLUDING CIVIL SOCIETY ORGANIZATIONS, ASSOCIATIONS AND INTERNATIONAL ORGANIZATIONS)
Issue	What does Garanti BBVA do about it?	Related Section	Relevant
Expectation for sharing the knowhow and in-depth experience in ESG Management and Sustainable Finance.	• Actively participating in or heading 45 working groups and 30 initiatives • Garanti BBVA Climate Index • “Advisory service in relation to “Green Deal”	Expectation for alignment of portfolios with low carbon pathways	• CLIMATE CHANGE • NATURAL CAPITAL • EMPLOYEES • INCLUSIVE GROWTH • DEFENCE OF THE HUMAN RIGHTS
Expectation for alignment of portfolios with low carbon pathways	• Decarbonization targets by 2030 for other carbon-intensive industries such as energy, automotive, iron and steel, and cement • Target to provide a min. funding of TL 400 billion for the financing of sustainable activities between 2018-2025 • Principles for Responsible Banking Impact Report • Climate Change Action Plan • First bank from Türkiye to pledge coal phase-out in 2021 • Carbon-Neutral Bank as of 2020 , 15 years before the targeted date • Responsible Banking and Sustainability Committee • Environmental and Social Impact Assessment System	• Sustainability and Community Investments
The need for the development of community investment programs supporting inclusive growth	• Investment amount in community programs: 875 million TL • Unbanked Women Program • 5 Pebbles: Social and Financial Leadership Program • WWF -Türkiye (World Wild Fund for Nature) • Turkish Marine Environment Protection Association/ TURMEPA • The Teachers Academy Foundation (ÖRAV) • Salt • Partnerships in the areas of sports and music • Partnership with KAGİDER • Eşitliğe Değer işbirliği	• Partnership with Equality Matters
Expectation for adherence to Human Rights and having specific reports and targets for diversity and inclusion	• A fair and transparent working environment dominated by equal opportunities and diversity • Target to increase % of women on Board seats to 25% min. • In-house trainings to increase awareness for the Gender Equality	• Investing in Human Capital

SHAREHOLDERS AND INVESTORS
Issue	What does Garanti BBVA do about it?	Related Section	Relevant
Expecting information on the following issues: • Macroeconomic projections • Impacts of regulatory framework • Inflation accounting • Expectation for comparable, easily accessible data in Environmental, Social and Governance (ESG) areas • Information about an evolving corporate governance structure against cybersecurity threats	• Addition of content, development and targets within the scope of sustainability and financial health strategic priorities to financial presentations • Detailed account of ESG issues and publication of ESG Analysts Database file on the Investor Relations website • Regular communication with analysts, investors and fund managers via investor conferences, teleconferences and webinars • Webcasts of Financial Results • Operating Guidance Plan presentations, comparison of actualizations versus targets • Disclosure of risks and opportunities via the Integrated Annual Report • “Data and Infrastructure Information Security” and “Application Solutions Information Security” teams and the Information Security Committee reporting to the Board of Directors	• Financial Value • Sustainability and Community Investments • The Environment We Operate in • Data and Technology	• INTEGRITY & ETHICAL BEHAVIOUR • CYBERSECURITY • CLIMATE CHANGE

GOVERNMENT AGENCIES AND REGULATORY AUTHORITIES
Issue	What does Garanti BBVA do about it?	Related Section	Relevant
Evaluation of Climate Changerelated opportunities and risks by and between banks and regulatory authorities	• Actively participating in or heading 45 working groups and 30 initiatives • Garanti BBVA Climate Index • Advisory service in relation to “Green Deal”	• Sustainability and Community Investments • Customer Experience • Data and Technology	• CLIMATE CHANGE • NATURAL CAPITAL • RESPONSIBLE DATA USE • CUSTOMERS: ACCESIBILITY OF COMMERCIAL CHANNELS AND FINANCIAL HEALTH
CBRT Open Banking services	• As part of the Open Banking initiative launched by the end of 2023, applications for initiating payments through different institutions and the ability to track accounts from various institutions through a single point have been implemented • Access account information at other banks and make money transfers from those accounts from Garanti BBVA platforms • Capability to follow up member merchant/POS movements with other banks on the basis of member merchant/POS device on Garanti BBVA Mobile and Internet
National Artificial Intelligence Strategy (NAIS) of the Presidency of the Republic of Türkiye Digital Transformation Office	• Support the development of 2,200 participants with more than 60 internal training programs offered in areas including artificial intelligence, machine learning, deep learning, chatbot, data modelling for employees for propagating data-driven decision making culture • Providing education of 100 students in Computational Data Science, which was started to be offered as a credit course at İstanbul Technical University from 2021 with the aim of supporting the society’s competence in artificial intelligence and machine learning • New machine learning and deep learning model integrated into Garanti BBVA systems in 75 projects in 2023

Environment, Social and Governance