Stakeholder engagement and communication channels

The views and interests of our key internal and external stakeholders are continuously discussed within the relevant divisions and areas. Our Corporate Communications and Responsibility Division communicates with transparency the Group’s ESG performance, including positive achievements as well as areas of improvement. This disclosure and communication discipline promotes Jerónimo Martins’ reputation and contributes to align responsible practices across all Companies. Through constant dialogue with various internal and external stakeholders – whose concerns and expectations are incorporated into our strategic priorities and major lines of action – we also promote a better common understanding of business perspectives. In addition, the Committee on Corporate Governance and Corporate Responsibility monitors and supervises matters concerning corporate governance, social responsibility, the environment, ethics, business sustainability, internal codes of ethics and conduct, and systems for assessing and resolving conflicts of interest, particularly in relations between the Group and its stakeholders.

The Investor Relations Office organizes and participates in events to provide investors with an updated and clear vision of Jerónimo Martins’ strategies, operational performance, and outlook. These actions contribute to maintain the level of dialogue that is the benchmark for Jerónimo Martins’ stakeholders. In what concerns the reporting strategy, our annual reports are prepared in accordance with the main frameworks, methodologies and information requests made by our stakeholders.

To build lasting partnerships and prioritize quality relationships with the various audiences we interact with, we define specific internal and external communication channels according to the different audiences’ needs and expectations to facilitate the best possible alignment.

Our due diligence processes regarding material impacts are shaped not only by the intrinsic contributions of our stakeholders through their requests and needs via our internal bodies and communication channels, but also by their input in our double materiality matrix survey, which helps define our material impacts.

Mechanisms and channels for raising concerns

To ensure our stakeholders raise their concerns and receive direct and adequate responses, the Jerónimo Martins Group provides diverse internal channels:

• the Ethics Committee, a specialized body for monitoring, with exemption and independence, the disclosure and compliance with the Code of Conduct and the Anti-Corruption Policy, thus managing risks effectively, in light of the Whistleblowing Policy approved by the Company. This body discloses, and makes available, a digital platform to confidentially, and anonymously if desired, report infractions;
• the Ethics Offices, independent reporting channels in Portugal, Poland and Slovakia which, alongside the Ethics Committee, are responsible for receiving and following up reports of any irregularities that may violate European Union law, national law and the Code of Conduct;
• the Anti-Mobbing, Anti-Discrimination and Sexual Harassment Committee, formed whenever there is a complaint about these issues in Poland;
• the Committee for Labour Coexistence in Colombia, which investigates complaints related to working conditions or other labour issues;
• the Employee Assistance Services for the reporting, clarification and resolution of labour issues, and for receiving and forwarding social requests. This channel guarantees confidentiality, independence and impartiality, ensuring the protection of employees against possible situations of retaliation, discrimination or reduction of their rights;
• the Companies’ Customer Support Services can be engaged directly, at the store level through our employees, namely our store managers, with whom consumers can interact and address any issue or concern. Customers can also opt to reach the Customer Support Services channels (email, website, telephone, mobile applications social media, among other means), which are specialized structures in each Company that aim at ensuring an efficient response to their suggestions, compliments, ideas, requests for information and complaints. These means of contact, depending on the Company, can be, when applicable, announced in stores, in private brand products’ packaging, in receipts and at Companies’ websites;
• the Customer Ombudsman, created in 2005 with the objective of preserving consumer confidence and satisfaction, mediates customer relations with the Companies, being independent and neutral. Each process sent is analysed and the necessary steps are taken, culminating in a non-binding opinion and recommendations for action to the Companies.

For detailed information and data on the contacts/procedures that occurred in 2024, please refer to “Corporate Governance, Section C – Internal Organisation” and “Ethics and compliance”, as well as “Minimum safeguards”.

These communication channels are made available to our stakeholders on our public corporate website, and the specific website of the Ethics Committee. Additionally, they are accessible on the websites of our different Companies. The effectiveness in these mechanisms is evidenced by our high percentage of resolved cases. For detailed information and data on the contacts/procedures that occurred in 2024, please refer to “Ethics and compliance”, as well as “Remediating impacts and channels for consumers to raise concerns”.