To continuously undertake environmentally friendly business, the Sustainability Report of Year 2019 in english version is provided only in electronic file for paperless operation and available for download at www.tisco.co.th. 04 Message from Group Chief Executive 07 About the TISCO Sustainability Report 2019 08 Vision, Mission and Values 09 About TISCO 17 TISCO Sustainable Development 19 Stakeholder Engagement 25 Material Sustainability Topics 31 TISCO Sustainability Framework 95 Social Well-being • Financial Services to Enhance Sustainability in Quality of Life • Financial Literacy • Social Activity Support • Managing TISCO Group’s Environmental Footprint 116 Our Success Awards and Recognitions 118 GRI Content Index 125 Questionnaires 35 Sustainable Focused Product Development • Customer-Centric Focus • Integration of Data Governance and Data Management • Sustainable Banking • Digital Financial Products and Services 59 Good Governance • Corporate Governance • Sustainable Supply Chain Management • Emerging Risks and Risk Management • Quality of Life and Well-being of Employees Sustainability Report 2019 TISCO Financial Group Plc. Message from Group Chief Executive Suthas Ruangmanamongkol Group Chief Executive, TISCO Group 2019 was another successful year for TISCO Group by developing an effective and timely risk management despite myriad challenges, including economic system, enhancing staff capacity, creating new volatility from both weakening in domestic and financial products and services that answer consumers’ international conditions, digital technology needs and upgrading our digital services to offer a advancement, Thailand’s transition to an aging superior financial service experience to customers. society, climate change, and the growing importance of environmental and developmental sustainability. Amid intense market competition, TISCO Group These have led not only to dramatic changes in continues to conduct our business with prudence. consumer attitude, behavior and lifestyle, but also to We focus on professionalism and competing in areas disruptions in various sectors, especially the financial where we excel. We strive to effectively manage costs industry. and risks by selecting quality loans and credit which yield return that is balanced with risk exposure. Within TISCO Group, we see the disruptions as offering Importance is given to maintaining strong financial opportunities to enhance our business capabilities and status and adequate reserves to accommodate future increase our competitive advantage. This can be done risks and ensure long-term sustainable growth. 04 GRI 102-14, GRI 102-15 Message from Group Chief Executive TISCO Group conducted business prudently amid intense competition. Focus was on specialized competition in areas of TISCO’s expertise that lead to stable and sustainable growth. Throughout our five decades of business, TISCO Group Performance” in terms of operations results for has followed the Sustainable Development Roadmap the second consecutive year and named to the along three main paths: offering responsible financial “Thailand Sustainability Investment List” for the third products, adhering to corporate governance, and consecutive year by the Stock Exchange of Thailand. nurturing our society and the environment by introducing Environment, Social and Governance (ESG) factors To better serve our customers, TISCO Group has into our work process in order to enhance value for designed and implemented policies and practices all stakeholders, together with the United Nations’ governing the offering of products and services. Sustainable Development Goals (SDGs). This In this regard, we strive to communicate and strictly is achieved by developing products that respond to monitor the compliance of every staff member from customer desires, supporting environmentally-friendly the start to the end of the process to ensure that businesses with strong corporate governance, our customers are equally and fairly treated. expanding our service and knowledge network to In addition, TISCO focuses on expanding our help reduce informal debt, and enhancing the customer base to cover every cluster by providing capacity of our people by fostering a culture of suitable financial products and services and creating learning and environmental awareness. value for our customers. We have also expanded our investment advisory service by introducing In terms of corporate governance, TISCO Group has the “Holistic Financial Advisory”, which covers not committed to conducting business under the principles only advice on financial services but also life and of corporate governance, the Business Code of Conduct, health insurance and retirement planning so as anti-corruption practices, and the Sustainable to improve the quality of life of society at large. Development Roadmap, all of which are on par with We have expanded our branch network to extend loans international standards. In 2019, we were proud to and credit to small-enterprise clients through receive the Board of the Year - Gold Level Award from the “Somwang Ngern Sang Dai” loan products. These the Thai Institute of Directors (IOD), an honorary award offer local communities easier access to funding given to the Board of a listed company which has sources while improving financial discipline and performed in compliance with the principles of financial immunity and reducing dependency on corporate governance while displaying effective loan sharks in the informal sector, all of which should leadership. We were also bestowed the “Best Company help reduce national household debt. GRI 102-14, GRI 102-15 05 Sustainability Report 2019 TISCO Financial Group Plc. TISCO Group’s HR policy is to manage workplace In 2019, on the occasion of the 50th anniversary satisfaction, nurture a corporate culture of shared of TISCO Group, we organized the “Friends for Life” learning, and enhance relationships among staff. activity to give back to society. Through the project, This is achieved through projects such as OASIS in we managed to mobilize Baht 118.99 million from which employees are encouraged to propose, adapt to, our allied companies, customers, suppliers, and the and share new ideas for corporate development. TISCO’s public at large to mitigate shortage of medical Subsidiaries was recognized as the “Best Employer equipment in five major state hospitals, namely Thailand Awards 2019” by Kincentric Thailand Co., Ltd., Siriraj, Chulalongkorn, Ramathibodi, Rajvithi, and the world’s leading HR consultancy group and SASIN the Thammasat Chalerm Prakiat hospitals, which School of Management, which underlines the priority all together provide care to more than 8 million the Group places on human resources as well as the patients a year. confidence Thai society has in our business. With Thailand and most other countries around With climate change affecting all aspects of life the world now facing the COVID-19 pandemic, TISCO today, we as an organization have a role to play Group has issued mitigation measures and is closely in mitigating this problem. This involves supporting monitoring potential impacts on our customers, environmentally friendly businesses and integrating employees, and partners. We have adjusted our environmental impact management into our work business plan to ensure that our operations can process. To this end, we engage in activities that continue and remain resolute in our belief that promote reduced energy use and lower release of Thailand will overcome the crisis. On behalf of Greenhouse Gas (GHG), encourage surrounding the management and staff, our hope is that you and communities to manage the environment together, your family stay strong and healthy. We express our foster awareness among staff to effectively use gratitude once again for your confidence in us and resources, disseminate and support environmental support of our business throughout the past 50 years. conservation knowledge and activities initiated by employees and related parties. Suthas Ruangmanamongkol Group Chief Executive, TISCO Group 06 GRI 102-14, GRI 102-15 About the TISCO Sustainability Report 2019 About the TISCO Sustainability Report 2019 This sustainability report is prepared in accordance with the Global Reporting Initiative (GRI) Standards and Financial Services Sector Disclosures guidelines. Contents presented herewith encompass organizational information and management guidelines on sustainability and key indicators during 2019, covering economic, social and environmental topics. Also reported are links between TISCO’s operations and delivery of value to all stakeholders and the United Nations’ Sustainable Development Goals (SDG2030), in accordance with the scope specified below. icoure eve eporti erio eporti Cce I - 1 - 31 2019 Annually Cop it Suiirie eport uit urce IS F G F IS IS S IS in 2019 - IS IS I S IS I IS - IS I 1 IS 2 ot ecet eport 2 S R 2018 Notes : (1) Formally named Deutsche TISCO Investment Advisory Company Limited (2) Not included in the consolidated statements in accordance with Thai Accounting IS F G Standards For further information or inquiries please contact Sustainable Development Unit TISCO Financial Group Public Company Limited 48/49 TISCO Tower, 21st Floor, North Sathorn Road, Silom, Bang Rak, Bangkok 10500 Tel: 0 2633 6000 Fax: 0 2633 6855 GRI 102-45, GRI 102-48, GRI 102-50, GRI 102-51, GRI 102-52, GRI 102-53, GRI 102-54, GRI 102-56 07 Vision “Wealth