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Our stakeholders

Clients and Merchants

Information on stakeholders

Over 300 clients and online merchants in six countries.

Impact

Provision of convenient services for consumer payments.

Engagement

Provision of a high standard of service to our clients and open communication. Client contracts contain service level agreements, which are set to a high standard. Specific performance is measured for key elements, including system availability and file delivery.

How we interact and support the stakeholders

Communication — major clients have regular review meetings with dedicated sector managers.

Retailers and Consumers

Information on stakeholders

Over 40,000 retailers in three countries and provide a service to millions of consumers.

Impact

To provide stable, reliable and a broad range of services to help generate consumer footfall for retailers who serve their communities.

Engagement

We seek to provide an unparalleled service to our retailers and consumers.

How we interact and support the stakeholders

In the UK, terminal availability is over 99% and when a terminal needs to be replaced, it is achieved within four hours across the UK in 97% of cases. The breadth of products offered by PayPoint is greater than any other network.

An annual retailer survey is carried out to understand how we can improve our service. We also invite retailers to attend an annual forum to discuss new products and obtain retailer feedback. Major multiple retailers have regular review meetings with dedicated account managers.

Local communities

Information on stakeholders

Where our employees live and work.

Impact

Financial support to local charities.

Engagement

Staff are encouraged to nominate local charities and fund raising events.

PayPoint has adopted a charitable giving policy which supports the local communities in which its employees live and work by matching funds raised by employees, subject to certain limits.

How we interact and support the stakeholders

During the year, PayPoint donated £23,879 to local and national charities, which was supplemented by employees who also donate to some of these charities through various schemes.

We offer our network to collect for certain charities free of charge, including the BBC's Children in Need telethon.

31% of PayPoint's ATM network is 'speech-enabled', the largest proportion of an independent network in the UK. This achievement was recognised with an 'exemplar' award by the Royal National Institute of Blind people in June 2013

PayPoint sponsors a category award at the Hertfordshire Community Awards, recognising exceptional service in the community in which many of our employees live.

Shareholders

Information on shareholders

594 shareholders at 31 March 2016.

Impact

Maximise shareholder return.

Engagement

PayPoint focuses on maximising economic value.

How we interact and support the stakeholders

Shareholders are invited to attend the annual general meeting and major shareholders are visited twice a year to discuss the group’s results.