Ethics, Governance and Transparency

Dialogue, transparency and active player in the participation and conduction of sector topics and topics of global interest that encourage commitments and cooperation agreements for sustainable development. Ensure the highest standards of corporate governance, aiming at full integrity and robustness of the company’s internal controls and processes and the ethical, integral and transparent conduct of all our stakeholders.

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  • Stakeholders engagement

    Context:

    Suzano understands that the creation of long-term value depends on constant dialogue and involvement with its stakeholders in order to identify their priority needs and concerns. Only in this way is it possible to ensure that the company’s strategies are in line with the expectations of its stakeholders.

    The company establishes a continuous and transparent relationship with stakeholders, investing in communication and engagement channels for each of these audiences. The approaches and frequency of engagement vary according to each audience and their specific perspective.

    In a global survey, conducted in partnership with GlobeScan in the second half of 2020, with employees, customers, suppliers, among other stakeholders, we identified which topics need to be developed and worked on, taking into account the interests of each of these audiences, and how we can strengthen our relationship and improve our communication with each of them.

    The list below presents a summary of the communication and engagement channels used in 2020 by Suzano in the relationship with each stakeholder, as well as the frequency of dialogue and the main topics covered with each one.

    Academia

    Communication and engagement channels

    • Internship Program
    • Trainee Program
    • Summer MBA
    • Fairs and events
    • League of ambassadors
    • Academic leagues
    • Research institutes
    • Research partnerships
    • Parque das Neblinas as a research field
    • Events at Parque das Neblinas
    • Webinars and scientific lives streams
    • Social media

     

    Frequency

    • Routine
    • On demand
    • Periodic

     

    Topics covered

    • Innovation: To be recognized as an innovative company; Intellectual property; To be at the frontier of knowledge; Applied technology (science)*; Technologies for the restoration of the Atlantic Forest.
    • Impacts and opportunities: Forestry science and pulp; Environmental restoration and conservation; Bio-business; Conservation of Biodiversity.
    • Business: Employer brand; Suzano leadership profile; Identify talents; Diversity and inclusion.
    • Communication: Fairs and Events; Effectiveness of the events organized by the ambassador league.
    • Multiply efforts*.

    *Face-to-face encounters carried out before COVID-19.

     

    Customer

    Communication and engagement channels

    • Customer service (SAC)
    • Institutional/IR websites
    • Email (newsletter)
    • Customer portal
    • Virtual meetings
    • Top Management Meetings
    • Smartphone apps
    • Satisfaction survey
    • Questionnaires
    • Technical visits/visits to the units
    • Life Cycle Assessments (LCA)
    • Sector conferences
    • Workshops
    • Social media
    • Ecommerce
    • Stationery store relationship program
    • Customer relationship events and experiences
    • Email marketing
    • Distribution of kits, gifts, cards
    • Annual report

     

    Frequency

    • Routine
    • On demand
    • Periodic

     

    Topics covered

    • Innovation: products and services: Product and service quality; Price positioning; Compliance with deadlines/Service level; Technical assistance/application engineering.
    • Business: Transparency in the relationship; Conduct and ethics; Innovation and development of new solutions; Sustainability in the supply chain and product.
    • Communication: Quality of communication and relationship.

     

    Employees

    Communication and engagement channels

    • Suzano Workplace
    • Email
    • Newsletter
    • WhatsApp
    • Within the facilities: Mural, TV, Desk and cubicle displays, sticker signage in spaces (e.g. elevators)
    • Rádio Florestal (Forestry Radio)
    • Papo de Líder (Chat with Leaders)
    • Suzano e Você (Suzano and You)
    • Suzano Responde (Suzano Answers)
    • RH Responde (HR Answers)
    • Podcasts
    • Communication campaigns
    • Social media
    • Institutional websites
    • Surveys (climate, well-being, adaptation to the COVID-19 model)
    • Co-construction of HR products with employees
    • Ombudsman and Ethics Channel

     

    Frequency

    • Daily
    • On demand
    • Periodic

     

    Topics covered

    • Company institutional and international topics.
    • Business: Financial management (quarterly results, long-term planning); Business units (pulp, paper, consumer goods, fluff); Products; Innovability (innovation, sustainability, Long-Term Goals, new businesses, and digital transformation); Organizational environment; Generation of employment and income.
    • People and management: Evaluation and feedback process; Compensation and benefits; Career and development management; Corporate education; Open opportunities; Diversity and inclusion.
    • Health, safety and quality of life
    • Information security
    • Ethics and compliance
    • Volunteering
    • Ecofuturo Institute
    • Organizational climate and culture

     

    Communities

    Communication and engagement channels

    • Focal points in communities
    • On-site visits
    • Meetings and events of the social and environmental programs
    • Business Risk Meetings
    • Meetings with associations
    • Virtual or on-site meetings (specific agendas)
    • Forums, congresses and collegiate meetings
    • Community councils
    • Odor perception network and transport perception network
    • Voluntariar Program
    • Environmental education training program
    • Sound trucks in distant communities
    • Workshops with rural landowners
    • Provision of services
    • Technical assistance
    • Local procurement
    • Online questionnaires
    • Interviews and radio
    • Tool-free 0800, Suzano Responde (Suzano Answers), and Floresta Viva (Living Forest Channel)
    • Printed letters sent to homes due to the pandemic
    • Webinars
    • WhatsApp group with communities
    • Social media and Facebook posts targeted by region
    • Institutional websites
    • Local media (TV, radio, billboard, etc.)

     

    Frequency

    • Routine
    • On demand
    • Periodic

     

    Topics covered

    • Close relationship: Be periodically present to maintain and/or build a relationship with the community; Active listening and collaborative construction with the community; Relationship/promotion of knowledge.
    • Communication: Effective communication to drive local engagement in order to achieve the results of the social and environmental investment; Establish a transparent and accessible relationship with audiences with which we interact; Communication should never be imposed, but rather dialogue should be established to reach an agreement.
    • Environmental: Environmental Education.

     

    End consumer

    Communication and engagement channels

    • Call center
    • Questionnaires
    • Market surveys
    • Product packaging
    • Advertisements
    • Annual report
    • Social media
    • Institutional website

     

    Frequency

    • Routine
    • On demand
    • Periodic

     

    Topics covered

    • Communication: Communicate brand, positioning and benefits; Listen to consumer to improve product and service (feedback); Publish information on the website and social media.
    • Products and services: Provide environmentally friendly (ecological) products; Product and service quality.

     

    Companies

    Communication and engagement channels

    • Conferences
    • Live streams
    • Suzano Convida (Suzano Invites): Meet-up for C-Level
    • Annual report
    • Awards with entities of the sector
    • Benchmarking

     

    Frequency

    • On demand
    • Periodic

     

    Topics covered

    • Private sector trends
    • Material ESG topics

     

    Suppliers

    Communication and engagement channels

    • Supplier meeting
    • Development and training programs
    • Partnership programs
    • Satisfaction survey
    • Negotiation meetings
    • Sustainability content for suppliers
    • Webinars
    • Supplier relationship portal / Supplier Ombudsman
    • Sending of emails
    • Website
    • Chatbot
    • Member of the UN Global Compact

     

    Frequency

    • Routine
    • On demand
    • Periodic

     

    Topics covered

    • Recognition program (supplier)
    • Journey experience (fulfillment of the contract)
    • Long-term partnership
    • Expansion of the products and services provided.

     

    Government

    Communication and engagement channels

    • Participation in associations and trade associations
    • Participation in councils and advisory bodies
    • Participation in strategic forums as sitting members and listeners
    • Participation in public hearings
    • In-person, virtual, and telephone meetings
    • Announcements in associations (federal, state and municipal)
    • Public consultations
    • Member of councils
    • Terms of Partnership for social and environmental projects
    • Formal partnerships
    • Media and newspapers
    • Events

     

    Frequency

    • Routine
    • On demand
    • Periodic

     

    Topics covered

    • Community: Education; social well-being; public security; contribution to best practices in production and local development.
    • Environment: Regulatory aspects; Climate change; Alternative land use techniques; Environmental services; Carbon; Environmental restoration and conservation; Environmental education.
    • Business: Human rights; Economic and regulatory issues; compliance.

     

    Investors

    Communication and engagement channels

    Events:

    • Suzano Day
    • Roadshows and Non Deal Roadshows
    • On-site visits to the units
    • Live stream sessions with Company Executives
    • 1×1 meetings with investors or sell-sides / buy-sides analysts
    • Quarterly Earnings Conference Call
    • Capital Market Events

     

    Corporate Documents:

    • Quarterly Earnings Release
    • Standardized Quarterly Information / Standardized Financial Statement
    • Annual reports (20-F, Reference Form, Management Report, Annual Report)
    • Institutional Policies
    • Corporate Presentation
    • Documents filed with the Securities and Exchange Commission (CVM) / Securities and Exchange Commission (SEC)

     

    Other:

    • Investor Relations website
    • ESG questionnaires
    • ESG Indices and Rankings

     

    Frequency

    • Daily
    • On demand
    • Periodic (quarterly or annual)

     

    Topics covered

    • ESG issues
    • Short- and long-term strategy: future projects, market behavior (China, Europe, and North America), new markets, among other topics
    • Company Results (Pulp, Paper, and Consumer Goods business)

     

    Media

    Communication and engagement channels

    • Press conferences
    • Interviews with the leadership
    • Company events (Suzano Convida, Suzano Day, etc.)
    • Participation in media outlet awards and events
    • Sponsorship of regional media outlet events
    • Relationship meetings with journalists
    • Press trip
    • Crisis management
    • Press release
    • Surveys, rankings, and awards
    • Ads and campaigns
    • Social media
    • Annual report
    • International, National, and Regional Press, represented by different media outlets (TV stations, radio stations, daily newspapers or periodicals, magazines, websites, etc.)

     

    Frequency

    • Daily

     

    Topics covered

    • Business: Financial management (quarterly results, long-term planning); Business units (pulp, paper, consumer goods, fluff); Innovability (innovation, sustainability, new businesses, and digital transformation); Organizational environment; Generation of employment and income.
    • Sustainability: Social and environmental programs (education, research, incentive to reading); Emissions; Ecotourism; Awards; Environmental conservation and restoration; Biodiversity.

     

    NGOs and Associations

    Communication and engagement channels

    • In-person, telephone or virtual meetings
    • Periodic meetings planned in the social and environmental programs
    • Participation in events and discussion forums
    • Participation in dialogues and collegiate meetings
    • Participation in committees and territorial collegiate meetings
    • Public consultations
    • Network of multipliers
    • Multistakeholder initiatives
    • Partnership in research
    • Participation and partnership for joint projects
    • Members of network organizations
    • Members of institutions, NGOs and trade representatives
    • Disclosures and reports

     

    Frequency

    • Routine
    • On demand
    • Periodic

     

    Topics covered

    • Social responsibility: Promote local and territorial development through transparent, inclusive, collaborative, and periodic relationship and social investment strategies; Controversial topics (indigenous people, occupation of land, conflict over water; education and incentive to reading; bringing human beings and nature closer together.
    • Environmental responsibility: Restoration; Regeneration of the Atlantic Forest; Conservation of biodiversity; Protection and surveillance of natural areas; Environmental education; Visitation and public use; Transparency and engagement with NGOs, representatives of civil society and public control bodies; Landscape planning; Cooperation for specific purposes (e.g., fight against hunting).
    • Business: Long-term goals; collaborative partnerships; contribution to the SDGs; communication of business institutes.

     

    Startups

    Communication and engagement channels

    • Participation in events in Innovation hubs
    • Participation in acceleration and engagement programs
    • Participation in internal events organized by Suzano
    • Satisfaction surveys
    • Virtual meetings
    • Social media

     

    Frequency

    • Routine
    • On demand
    • Periodic

     

    Topics covered

    • Business partnerships: Business opportunities, dissemination of the culture of Innovation, and generation of results, with a win-win relationship.
    • Visibility: External dissemination on social media and internally to interested areas.
    • Training: Training in agile methods for project execution.