Stakeholder Engagement

Our stakeholders are individuals, communities or organisations who are affected by, or who may influence, our business. This includes our customers, shareholders, business partners (suppliers, agents and dealers) and employees, our regulators, the media, and Kenyan society as a whole.

In this section, we describe each category of stakeholder, the nature of our relationship with them, and how we have delivered value to them during the year. There have been no significant changes to the categories of stakeholders from last year.

Listening to our stakeholders and learning from them is of vital importance to us. We employ a variety of informal and formal methods to gather and exchange information with our stakeholders, and we tailor our engagement processes to suit each different stakeholder group. The insights we gain through these exchanges are fed directly into our decision-making processes and inform the sustainability strategies and priorities of the organisation.


Our customer base encompasses the full spectrum of individuals and organisations across Kenya. We classify our customers into two main categories: consumer and enterprise.


We consider our society to be, first and foremost, the Kenyan people, and then the broader regional and global community within which we operate. We take pride in being a responsible corporate citizen and productive member of Kenyan society.


We remain committed to being a world-class employer and take our responsibility to maintain a productive, supportive, and safe working environment seriously.


Our services play an important and, occasionally, critical role in the daily lives of over 35 million Kenyans.

Business partners

Our business partners include suppliers, dealers and agents. We rely heavily on our partners from both an operational perspective and in terms of our reputation as they are our interface with many of our other important stakeholders.


Our shareholders expect us to remain a high performing company that balances delivering consistent and sustainable financial returns against ethical and environmentally responsible operations.


The media play an important role in society by providing a platform for discussion, debate and dissemination of information.