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SHINHAN FANANCIAL GROUP





Remedy

Human rights issues Stakeholders Impact assessment and prevention tools Result of 2017 impact assessment and preventive measures
1. Respect for employees of partner companies Third-party contract workers Satisfaction survey for employees of partner companies
  • Conducted a satisfaction survey for partner companies in business relations with general affairs departments in the Shinhan holding company, Bank, Card, Investment, and Life Insurance
    - 69 companies responded (30.2% among the total 228 companies), 82.6% of respondents answered favorably
  • Vitalizing fair communication through various programs for mutual prosperity
2. Strengthening partnership with partner companies VOC channels for partner companies
  • Request to improve unfair trade relationships and report on employee irregularities such as demanding bribes and gifts, etc.
3. Stress management of call center counselors who are emotionally distressed Company employees and third-party contract workers A system to protect emotionally distressed employees
  • Offer a recess after responding to consumers with problematic behaviors
    - Average monthly operating duration for 2017: First half (0.8h/5h), Second half (4.2h/25h)
  • Customers who use slang and provide mentions of sexual harassment, defamation and threats are warned and their calls are switched & operate a counseling group dedicated to consumers with malicious complaints
  • Operate an employee assistance program (EAP) handling their difficulties at work permanently & the Dream Counseling Center to boost the mental health of counselors
Employee Mental health diagnosis
  • Diagnosis and counseling on stress, depression, parenting skills and family life
4. Inhabitants migration and measures to support their living due to large development projects Indigenous people,
immigrant workers
Social and environmental risk management system
  • Conduct a social and environmental impact assessment to determine financing of a development project
5. Prevent and provide remedies for rudeness at work Employee Whistle-blower system
  • Number of reports: 15 (number of processed cases: 15)
Employee engagement survey
  • 2017 engagement survey result: 50% answered favorably (male: 59%, female: 38%, employee participation rate: 96.4%)
  • Operate programs to improve communication with (happiness community, tips for meeting etiquettes, etc.) and competeies of all employees
6. Secure industrial safety and health for employees Employee In-depth analysis on the result of diagnosis and health risk assessment
  • Provide Follow-up management and management programs for each symptom
    - Notify employees suspected of suffering from risky diseases and link them to tertiary hospitals for medical checkups & early detection of critical diseases in a high-risk group and risk prevention
  • Achieved 100% of re-examination rate
7. Protect the personal information of customers Customers Check the information protection status of subsidiaries and partner companies
  • Security check targets: 458 posts (sales branches, outsourcing companies, and partner companies)
  • Conduct a third-party review, on-site investigation, and self-inspection with a security checklist
  • Corrective action completion rate: 100% (store and destroy confidential documents, data masking to protect personal information, etc.)
8. Better access to financial products and services and infrastructure and support the enhancement of financial understanding of the working class, disadvantaged groups(disabled person, foreigners, etc.) and SMEs Children, indigenous people, immigrant workers Expand the scope of financial support Financial economic education Improvement on the financial infrastructure
  • Support for the working class, vulnerable groups, SMEs, venture businesses, and innovative companies
  • Financial and economic education: 124,568 persons participated (1,779 times)
  • Deployed employees for disabled customers to sales branches, operated sign language consultation services in key branches (4 stores), developed the terms and conditions and product manuals in braille.
Scope Evaluation rate Potential risk detection rate Corrective action implementation rate
Company employees 100% 5.10% 100%
Children•indigenous people•immigrant workers•local communities 100% 1.32% 100%
Partner companies•third-party contract workers 100% 2.72% 100%