1. We listen
We have mechanisms for the regular and systematic assessment of stakeholder needs and expectations, understanding their impacts, what they value and where we need to improve.
We systematise the results generated by these listening mechanisms and map the impacts identified by our stakeholders.
We analyse this information alongside sectoral trends and references – governance, environmental and social – that complement it.
Listen | Identify | Anticipate | Understand impact and satisfaction
2. We integrate
We acknowledge our responsibility and impact towards stakeholders, valuing and respecting them through our principles and values. To give substance to this commitment, our engagement model ensures that stakeholders are actively included in the design, implementation, and monitoring of our sustainability strategy. This is achieved through regular consultations, dialogue forums, partnerships, and other forms of collaboration that foster trust and shared value creation.
We define commitments with stakeholders, which we validate or adjust in line with the feedback received through our engagement, analysis and interaction mechanisms. We prioritise and weigh stakeholder inputs, alongside our own analyses, when defining our strategic priorities, setting improvement plans, and establishing cooperation and partnership dynamics.
We integrate the priorities and improvements identified into operational management and new developments. For significant impacts, we determine the most appropriate approach to prevent, mitigate or remedy.
Respect | Prioritise | Include | Plan and implement
3. We communicate
We monitor and measure our performance against compliance and our strategic priorities, considering stakeholder needs and impacts.
We report this information with a clear sense of opportunity, materiality and balance, always with rigour and transparency.
We recognise the importance of communication and the connections at the core of our business, fostering a culture of proximity, accountability and regular dialogue with our key stakeholders to ensure mutual benefit. To reinforce this commitment, we provide an open and accessible Stakeholder and Community Feedback Channel, available here, allowing any community or stakeholder to raise concerns or submit complaints. This mechanism guarantees confidentiality, timely handling, and protection against retaliation, ensuring that communication with NOS remains a two-way process based on trust and responsibility.
Report and inform | Dialogue | Engage | Collaborate
4. We move forward together
We aspire to grow as a company, creating and sharing value with our customers and stakeholders, anticipating their needs wherever possible.
We constantly challenge ourselves to do more and better, with the support of our active listening and cooperation practices, and through the power of innovation and technology, serving our customers and contributing to a more advanced and sustainable society.
We foster strategic partnerships and entrepreneurship, influencing our suppliers and business partners to improve, helping to build a more inclusive and connected world. Our approach applies across all NOS operations and extends to our value chain, reinforced through our Code of Ethics and contractual commitments with suppliers and partners. It is overseen and formally endorsed by the Board of Directors and the Executive Committee, ensuring accountability and alignment with the highest standards of corporate governance.
Improve | Connect | Innovate | Create value