Stakeholder
Engagement

Stakeholder
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.

Stakeholder
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.

Stakeholder
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

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

Frequency

• Daily
• On demand
• Periodic

Stakeholder
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.

Stakeholder
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.

Stakeholder
COMPANIES

Communication and engagement channels

• 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

Stakeholder
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

Stakeholder
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.

Stakeholder
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

• Routine
• On demand
• Periodic

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)

Stakeholder
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.

Stakeholder
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.

Stakeholder
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.