Stakeholder Engagement

CSL regards stakeholder engagement as a foundation of corporate responsibility, and have identified our key stakeholders as patient groups, employees, investors, regulators, suppliers, government, healthcare professionals, plasma donors, business partners and the academic and scientific community.

Stakeholder engagement covers many different activities from the provision of information and educational material to health service providers, through to active collaboration with and support of patient organisations and structured dialogue with stakeholder representatives.

The table shown contains a list of our key stakeholders and their interests and the key mechanisms in which we engage with them.

Our stakeholders
Key stakeholdersHow we engageExamples of key interests
Patients and patient groupsAnnual 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 providersHalf-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 governmentsOngoing 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 agenciesOngoing 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 employeesBiennial 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 professionalsLocalised 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 donorsDonor satisfaction surveys, donor complaints/enquiry mechanisms, daily interactions with plasma donors
  • Donor experience
  • Donor compensation
  • Patient impact
Research partnersAnnual 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 partnersOngoing 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