Stakeholder Engagement

At CSL, we regard stakeholder engagement as a foundation of corporate responsibility. Our key stakeholders are those who are potentially affected by our operations or who are interested in how we address our strategic priorities. Engaging with each identified stakeholder group is therefore very important to ensure we understand their expectations and respond to their various interests and concerns. We strive to establish appropriate channels to engage with each of our stakeholders and ensure they can voice their perspectives and concerns throughout our value chain.

CSL's commitment is not only to develop active listening with regard to the changing expectations of our diverse stakeholders, but also to ensure transparent disclosure on how we are addressing those expectations. Every year, we notify our stakeholders of the publication of our CR report, and provide them with access to an anonymous survey where they can provide feedback on the different aspects of our reporting.

The table shown contains a list of our key stakeholders and their interests, the key mechanisms in which we engage with them, and how we have reported on these.

Key stakeholders How we engage Examples of key interests
Patients and patient groups Annual patient/scientific conferences (e.g. EURODIS, NORD, WFH), advocacy and patient support programs, regular patient presentations, CSL Plasma’s Adopt-a-Patient at various US sites, community partnership initiatives, annual corporate reporting feedback surveys, online blogs, product hotlines (i.e. medical affairs/pharmacovigilance)
    Access to therapies
  • Enhancing patient experience
  • Innovation
  • Product safety and quality
Investors/shareholders/debt providers Half-year and full-year briefings, biannual investor roadshows, one-on- one meetings, investor correspondence, direct correspondence (corporate reporting), annual corporate reporting feedback surveys, CSL’s Annual General Meeting, annual retail shareholder meetings in Australia, online blogs
  • Sustainable growth
  • Innovation
  • Financial and economic performance
  • Organisational governance
  • Market practices
Customers, including governments Ongoing engagement by relationship managers, customer feedback surveys/complaints/enquiries, periodic perception studies, government inquiries, annual public policy participation, annual corporate reporting feedback surveys, online blogs, customer service hotlines
  • Policies to support sustainable innovation and patient access to therapies, including focus on value of therapies
  • Industry expertise/insight
  • Reliable supply
  • Product pricing and health economics
  • Financial and economic performance
Regulatory agencies Ongoing regulatory inspections, periodic product filings/registrations, local engagement as necessary, product development presentations, annual conferences, annual corporate reporting feedback surveys
  • Quality manufacture
  • Evidence-based science
  • Compliance with standards
  • Product safety and quality
  • Market practices
Employees/potential employees Biennial surveys, annual corporate reporting feedback surveys, town hall presentations, intranet blogs, grievance mechanisms, performance appraisals, team/departmental meetings
  • Leadership expertise
  • Contribution to society
  • Performance
  • Ethical conduct (e.g. human rights)
Healthcare professionals Localised customer feedback surveys, daily engagement with sales-force, annual scientific conferences, support for continuing professional development, industry association meetings, healthcare and scientific professional journals/magazines, press clippings, corporate reporting feedback surveys, product hotlines (i.e. medical affairs/pharmacovigilance)
  • Patient convenience and innovation
  • Product safety and quality
  • Evidence-based information
Plasma donors Donor satisfaction surveys, donor complaints/enquiry mechanisms, daily interactions with plasma donors
  • Donor experience
  • Donor compensation
  • Patient impact
Research partners Annual scientific conferences, ongoing engagement through research engagements/collaborations, scientific journals, periodic perception studies, engagement through community sponsorships, medical research fellowships, industry association meetings/gatherings, annual corporate reporting feedback surveys
  • Quality research and engagement
  • Effective collaboration
  • Translational science expertise
  • Innovation outcomes
Business partners Ongoing engagement by relationship managers and relevant functional experts, periodic quality audits, contract reviews/ negotiations, annual corporate reporting feedback surveys, customer service hotlines
  • Partnership terms
  • Financial and economic performance
Local communities/non-government organisations (NGOs) Localised community engagement initiatives, community partnerships, humanitarian/disaster relief, employee volunteering
  • Local community development
  • Disaster relief and aid

Our management team is always seeking new ways to improve our engagement with key stakeholders to better inform the identification and management of material aspects relevant to our organisation.