The Bank strives to maintain high-quality, sustainable relationships with key stakeholders and considers their interests when making key decisions and conducting operational activities.

The principles and procedures for interacting with stakeholders are formulated by the Corporate Governance Code and the Sustainable Development Policy.

The Board of Directors adheres to the practice of building an active dialogue with key stakeholders through online tools and personal meetings, and exercises control over information disclosure to stakeholders through the Bank's public reports.

The Bank defines stakeholders as those who can influence its operations or be influenced by its activities. The Bank has approved a Stakeholder Map, which defines the list of key stakeholders and the degree of their influence. The Map allows the Bank to systematize and visualize information about its environment in order to build an appropriate engagement strategy for each stakeholder. Identifying and working with stakeholders serves as a tool that enhances the business's corporate reputation, increases company capitalization, and establishes effective, balanced relationships with all interested parties. This document can be viewed on the Bank's official website hcsbk.kz under the "Sustainable Development / ESG Policies" section.

Key stakeholder groups were selected based on the level of their impact on the Bank and the level of the Bank's impact on these stakeholders.

The process of organizing the Bank's interaction with stakeholders is based on the principle of inclusivity, which implies considering the interests of stakeholders at all stages of the Bank's activity management process and involving stakeholders in discussions on material topics and important issues, potential risks, and boundaries of responsibility.

To provide continuous updates on changes, the Bank utilizes various stakeholder engagement methods and interaction mechanisms, such as information disclosure through open sources (the Bank's official website hcsbk.kz and the Bank's social media networks), satisfaction surveys, feedback mechanisms, etc. Interaction mechanisms include joint programs and projects, the conclusion of memorandums of cooperation, conducting round tables, and publishing information. Interaction covers various areas of the Bank's work, including strategic planning, financial and operational activities, and project management. Each stakeholder, in turn, plays an important role in achieving the Bank's strategic goals.

The Bank implements a comprehensive communication strategy aimed at effective interaction with stakeholders, including the Sole Shareholder, clients, counterparties, and investors, which is designed for a ten-year period. The strategy describes communication methods and specifies concrete events and expected outcomes of the dialogue. The media plan, which is part of the communication strategy, defines quarterly and monthly information dissemination plans, transmission methods, and channels, including informal meetings with the media, and annual events involving clients and other stakeholders of the Bank.

To determine the importance of stakeholders to the Bank, a reputation audit is conducted, which includes a stakeholder survey. As a result, annual client questionnaire results are established, the purpose of which is to collect feedback and identify areas for further improvement. The results obtained influence planning and operational efficiency.

The strategy for the Bank's interaction with each stakeholder, as well as the instruments of influence, are determined by the Bank's structural units independently, depending on the specifics of their activities.

The mechanisms for the Bank to receive questions and/or complaints from stakeholders and the procedure for timely responses to them, including grievance mechanisms and external communication channels, are visually presented on the Bank's official website hcsbk.kz under the "Sustainable Development" / "Corporate Responsibility" section.

The Bank's employees responsible for interacting with stakeholders are designated by the relevant operational documents of the Bank, and their contact details are posted on the Bank's official website hcsbk.kz under the "Sustainable Development" / "ESG Contacts" section.