Encourage social dialogue and stakeholder engagement
Galp aims to foster closer connections and relationships with customers, suppliers, partners, communities, governments, academia and other relevant stakeholders. Their insights present opportunities for mutual value creation that will benefit both the company and society.
Our stakeholders
We cultivate long-term partnerships with the countries and communities where we operate, to create value and mutual trust.
Stakeholders mapping and prioritization is a dynamic process, and its suitability is verified when there are context changes and/or a revision of Galp's strategy. This process uses the following criteria:
- Influence - represents the impact/ decision-making power of the stakeholder on Galp's activity, namely its ability to influence the achievement of Galp's strategic objectives
- Dependency - represents the impact/ decision-making power that Galp's activity has on the stakeholder, including stakeholder dependence on Galp's activities, products or services.
Our materiality assessment
We prioritise active communication with our stakeholders, with a crucial aspect being the ongoing materiality assessment process. Through this process, we identify the key sustainability concerns for our business by including the perspectives of our stakeholders. In 2023, we started a Double Materiality assessment process, incorporating the new EU Corporate Sustainability Reporting Directive (CSRD) requirements, for which we expect to have results by the second quarter of 2024.
For 2023, we considered the results of our latest materiality assessment where we identified six key aspects, all embedded in our Sustainability Roadmap and for which Galp has established goals and targets, with progress being monitored and publicly disclosed. More information can be found at the beginning of each chapter of Part II (Sustainability Journey) of the Annual Report.
Climate policy engagement
Galp actively collaborates with relevant stakeholders at the community level. Our goal is to serve as a positive contributor, creating value and supporting both national and local economic development.
The Company actively participates in climate policy initiatives and engages with entities like the European Commission and steers business associations towards responsible climate policy to ensure compliance, foster innovation, and address environmental challenges effectively.
We regularly engage with trade associations to ensure alignment with key climate agreements and principles. Our trade associations report transparently showcases their perspectives and any disparities, this assisting our selection process for future affiliations.
Our presence in key engagements
Throughout 2023, we continued to take part in events and initiatives addressing the energy transition and sustainability topics.
- Galp Electric Summit: Galp representatives discussed topics such as REPowerEU and Oil&Gas evolution and took part in insightful discussions alongside other companies and organisations such as Repsol, BP and Prio.
- Sustainability and Society Forum: Galp attended meaningful panels on “Global Energy Trends”, “Goals and policies for a sustainable Europe” and "Building a sustainable and inclusive future”.
- Lisbon Energy Summit: the 1st edition of the event was co-hosted by Galp and EDP and promoted debate on the opportunities and challenges of the energy system of the future.
- Web Summit: for the 3rd consecutive year, Galp was present at the event with an approach centred on its people and the innovation projects it supports. Around 300 employees were invited to become involved, thus providing an opportunity for their personal development.
- COP 28: Galp was once again present at the 28th edition of the COP in Dubai, UAE. Our External Affairs team had the opportunity to take part in several events and conferences where key issues such as energy transition to renewable sources, climate and loss and damage financing, energy taxation, methane emissions and accelerating low emissions technologies were debated.
Galp also engages with a number of investors through dedicated meetings, and with associations (e.g., WBCSD, BSCD Portugal, UN Global Compact, World Economic Forum, Energy Impact Partners, etc.). This provides an opportunity to exchange knowledge, participate in discussions and influence various issues.
In addition, Galp promoted several Town Hall events open to all employees in all geographies. Each event had around 2,000 attendees and covered issues such as the current context and where the future challenges lie, business evolution and new governance structure, the imperative for business continuity and the relocation to the new Lisbon headquarters.
Engagement with customers
Customers and consumers are critical for the development and the longevity of our Company and, in this context, our involvement with them is based on listening, understanding and satisfying their interests, needs and expectations, based on principles of ethics, conduct and transparency.
Services and products available
The needs of our clients are the starting point for developing new offers. In a segmented way, we offer a set of energy services and structured products.
Energy services:
Quality of customer service
We believe that our ability to listen to and to exceed the needs and expectations of our clients is fundamental to our success.
At Galp we seek to guarantee high levels of service excellence, through the effective response of the customer service system to each and every customer, at all times.
The customer service system is structured and prepared to listen, understand, explain, clarify and present solutions on a daily basis that guarantee the satisfaction of all who come to us with a request, question, suggestion or a complaint.
Customer orientation
The entire customer service system is focused on ensuring a high quality of service to customers.
In recent years, we have invested in the continuous improvement the customer service system and associated training. We are focused on careful management of service quality, which is based on the following activities:
- Client questionnaires to evaluate satisfaction with products, services and customer service;
- Routine and customized audits, with the aim of continuously improving clear and well-defined processes and procedures;
- Appropriate incentive system and well-defined responsibilities;
- Quality management system certification;
- Specific training in customer service quality;
- Appropriate technology/information systems support.
Components of the customer service system
The service system incorporates all the resources and employees from the various units who have a mission to meet, contact, or relate to customers:
- Network of stations and shops (attendance in person);
- Contact Centre (non-face-to-face service);
- Digital channels (specific web portals and websites that provide information and services over the internet);
- Gas emergency centres (non-face-to-face and face-to-face, by patrols, when applicable).
Our employees who perform the service are the primary component of the whole system, since they deal daily with multiple situations with different degrees of complexity, which requires good preparation and appropriate training.
Implementation of customer services for clients with special needs
We have a special customer services provided in the Portuguese market for deaf people. We provide a customer service line via internet for video calls from deaf customers on the Portal do Cidadão Surdo. This service is provided by a team of interpreters certified by Serviin who, through a video call, provide on-line interpretation of the Portuguese sign language. Find out more about this service on the Portal do Cidadão Surdo.
At the Galp Stations, we have an assisted service for disabled customers. The assisted service is available in several Galp service areas and is exclusively for people with reduced mobility and drivers of adapted vehicles. These service areas are identified with specific signs on the porches and supply spots.