CORPORATE   PRODUCTS
 
 
 
Investor & media relations
Strategy and outlook
Stakeholders
  Profile
  Shareholder analysis
  Notices of AGM and General Meetings
  Notices to shareholders
  Register for financial information electronically
  Register for electronic participation for AGM
ADR Programme
Contacts
 
Profile
 
The building of long-term and transparent relationships with the most significant stakeholders is one of Blue Label’s core values. A broad range of internal and external stakeholders having a material interest in or who are affected by Blue Label have been identified. The group has a deliberate and measured approach to its interaction with stakeholders, taking into account the impact that each stakeholder may have on the business, while the frequency and form of that engagement is commensurate to its estimated impact.

Initiatives and methods used to engage with stakeholders comprise face-to-face formal or informal, individual or group meetings (including the annual general meeting); media and stock exchange announcements; presentations; road shows; conference calls; the Blue Label website (www.bluelabeltelecoms. co.za); an intranet site for employees; investor days and site visits; perception studies and reputation audits; whistle-blowing facilities and formal grievance mechanisms; financial and sustainability reports; newsletters, circulars and e-mail updates; regular customer, business partner and supplier meetings and formal consultation and audit processes. Dialogue and feedback is encouraged wherever possible which is presented to Exco for consideration and/or further action.

Blue Label’s stakeholders consist of the following main groups:

Click to expand/collapse the table Employees
  Nature of engagement   Method of
engagement
  Frequency   Dialogue
 

Communication with employees involves matters of an operational nature such as health and safety initiatives, internal policies and practices such as the establishment of the ethics hotline, new products, competitions, business initiatives, charitable initiatives, human resource matters and regulatory and compliance matters.

  Intranet, staff meetings, newsletters, electronic mail, staff notices   Ongoing   Staff performance is reviewed on an annual basis with the intention of measuring performance, however it also provides a forum at which staff may make recommendations and/ or requests. Several recommendations have been received in this manner, such as the requirements for increased access to skills and development, and career development objectives. Blue Label Academy was established in August 2011, as an e-learning portal which is accessible to all staff. Blue Label purchased two licences per staff member, which entitled them to access and complete two business skills courses or one business skill and one technical course as appropriate.
  In addition to the ongoing communication Blue Label also holds an annual management conference attended by senior and middle management of the group. The purpose of the conference is to obtain input and feedback from the attendees on matters of a strategic nature specific to each business segment.   Annual management conference   Annually  
Click to expand/collapse the table Providers of capital, including shareholders, investors and financial analysts
  Nature of engagement   Method of
engagement
  Frequency   Dialogue
  Engagement with this stakeholder group involves presentations and ad hoc meetings covering the financial performance of the group, an overview of the strategic direction, investment proposition, investor days and site visits. This also includes offering management access to financial analysts, institutional and retail investors. Names and contact details are registered on the Blue Label investor database.   Roadshows to institutional investors in South Africa, Europe, USA and United Kingdom   Ongoing   This stakeholder group indicated that they would like a deeper exposure to the management team and increase their understanding of the business model.

To address this request an Investor Day was held in October 2010 hosted by the Joint CEOs and management team. The event was attended by 50 interested and affected parties. The presentation is available on the company website.

The company has furthermore established a demonstration room at which transactions are simulated on the various terminals.

    Half-year results and year-end results presentations to shareholders   Bi annually  
    Annual report and annual general meeting   Annually  
    Press announcements of its interim and year end results   Bi-annually  
    SENS announcements via the JSE Face to face meetings, group meetings, conference and video conference calls   Ongoing  
    Speaker at conferences and workshops Investor alerts via website registration   Ongoing  
Click to expand/collapse the table Journalists, reporters and other members of the media
  Nature of engagement   Method of
engagement
  Frequency   Dialogue
  Announcements of activities and events in the group, including the release of financial information, are communicated timeously to the financial media, trade press and other interested media registered on the Blue Label media database   News releases are distributed to media representatives Group briefings are held, followed by Q&A Interviews are conducted   Ongoing   This stakeholder group was included in the Investor Day.
Click to expand/collapse the table Customers
  Nature of engagement   Method of
engagement
  Frequency   Dialogue
  The group’s customer base comprises corporate clients, chainstores, large independent retail clients, wholesale/ cash-and-carry stores, mom & pop stores and petroleum industry forecourts. Engagement with customers involves information on new products, market trends, business queries, device installations, marketing, Blu Approved branding, maintenance and support. Blue Label senior management liaises regularly with senior management of customers and suppliers, and in so doing, have built long-term relationships.   Face-to-face formal and informal meetings, formal consultation. The company has implemented a Client Relationship Management (CRM) system to enhance its customer engagement.   Ongoing   Frequently asked questions by customers centre around matters of a technical nature or account queries.

If it is a technical issue a call out is logged and a technician will visit the store within 24 to 48 hours. Account queries that need to be escalated are dealt with by Customer Service Representatives (“CSR”) who will visit the merchant to resolve the query.

Our CSRs also provide point of sales material, check if the merchant requires an additional product and to a degree are also able to assist with minor repairs and rebrand machines.

The Contact Centre will also regularly send merchants emails and sms’s to keep them up to date. The Business Unit Managers have good relationships with merchants and also pay them courtesy visits to ensure open lines of communication.

Click to expand/collapse the table Business partners and suppliers
  Nature of engagement   Method of
engagement
  Frequency   Dialogue
 

The relationships that Blue Label has with its business partners such as Vodacom, MTN, Cell C, Telkom, municipalities and parastatals, service providers, among others, are managed in terms of distributor and/or dealer agreements. Relationship managers are appointed to each partner to provide a single and dedicated point of contact.

Suppliers are subjected to a formal procurement process whereby issues such as quality of product, creditworthiness and B-BBEE status are confirmed prior to becoming suppliers. Suppliers of services are, if appropriate, initially engaged through a tender process and if successful, agreements are concluded. The majority of the group’s goods and services are procured from locally based suppliers.

  Distributor and/ or dealer agreements

Face-to-face formal and informal meetings

 

Ongoing


Monthly

  Matters raised pertain predominantly to technical and operational matters which are resolved timeously to ensure smooth service delivery.
Click to expand/collapse the table Communities
  Nature of engagement   Method of
engagement
  Frequency   Dialogue
 

The TPC Community Channel specialises in the development and empowerment of broad-based communities through the deployment of mobile technology and products. The community channel aims to not only distribute the group’s products more widely but to create job opportunities for the members of the communities and to share a portion of the revenues earned with those communities.

The company also engages with the business community on a regular basis. The joint chief executive officers are involved in collaborative projects with the Gordon Institute of Business Science (GIBS).

The joint chief executive officers are regularly recognised for their contributions to the community eg Entrepreneur of the year finalist, IT personality of the year, as detailed in each person’s biography under the Board of directors.

  Face-to-face formal and informal meetings and forums Training and workshops

Presentation at conferences Participation in panel and round table discussions

 

Ongoing

Informal weekly sessions and formal monthly sessions Ad hoc as requested.

  The communities in which the TPC Community Channel operates are concerned about the upliftment of their community, the enhancement of skills and the provision of services to their rural areas. This concern is directly addressed by the objective of the Community Channel as it focuses on providing services to these communities as well as creating job opportunities and economic upliftment.
Click to expand/collapse the table Government,regulatory bodies and the public sector
  Nature of engagement   Method of
engagement
  Frequency   Dialogue
  The group regularly engages government (at national and local level), parastatals and other public organisations through various tender processes. From a compliance point of view, the completion and rendition of statutory returns are undertaken diligently. Blue Label is not a member of any industry association and/or national/ international advocacy organisation in which the company has positions in governance bodies, participates in projects or committees or provides substantive funding.   Formal meetings and tender processes   Regular and ongoing   During the year under review no prosecutions or fines were brought against the group for the contravention or non compliance of any laws or regulations.