Sustainable development

Social responsibility

Samruk-Kazyna JSC monitors the social situation on an annual basis in order to promptly respond to social tension among personnel. In 2023, the private institution “Center for Social Interaction and Communications” conducted a study of the Samruk Research Services (SRS) social stability index for the QazaqGaz NC JSC Group of Companies.

The social stability index for 2023 was 68%

The decrease in SRS was influenced by a decrease in the Engagement Index (the deterioration occurred in the direction of the level of employee loyalty) and the Social Well-Being Index (the deterioration occurred in the direction of satisfaction with the social package and the level of wages, which arose due to increased inflation in the Republic of Kazakhstan.

Procedure for handling complaints from consumers and other stakeholders

1. Receiving complaints

The following information channels are provided for filing an appeal or complaint:

- postal address - sending information by mail to the address: Z05M0C6, Republic of Kazakhstan, Astana city, district Esil, street Әlikhan Bockeyhan, building 12;

- e-mail - sending information in the form of electronic appeals to the address: info@qg.kz;

2. Registration and consideration of complaints

- all received complaints are registered in the log book of registration of appeals;

- the complaint is assessed and examined for its importance and seriousness. Responsible persons are appointed for the resolution of the complaint;

- if the matter is resolved positively, a response to the complaint is prepared.

- If the complaint cannot be resolved immediately, the complaint is referred to the Commission, which makes the appropriate decision.

- The term of complaint consideration is 30 calendar days from the date of complaint registration.

3. Feedback with consumers and other stakeholders

- The responsible person informs the complainant about the results of the investigation and the measures taken

4. Monitoring and analysis of complaints from consumers and other stakeholders

All received complaints are classified and systematized by nature - issues of complaints, counting of complaints and their monitoring data (number of complaints received, number of complaints considered and found justified, number of repeated complaints, number of complaints worked on and closed) in order to distinguish systematic (repeated) and single complaints, to assess trends of different categories of complaints.

Based on the results of the reporting period, the responsible units (persons) in charge of complaints handling generate an analysis report, including information on:

- on the dynamics of changes in the number of received written and oral appeals (complaints), as well as the dynamics of changes in the number of repeated appeals (complaints), appeals (complaints) recognized as justified;

- aspects of the Company's activities that significantly affect the perception of the Company by consumers and other stakeholders;

- strengths and weaknesses of the Company's services, processes, methods and personnel.