Caruna's stakeholders

In defining the most important areas of sustainability, we have identified our key stakeholders and their expectations of us. We seek an open and fair dialogue with all stakeholders and collect their feedback through an annual reputation survey, in addition to various other surveys.

Human Resources

Expectations of Caruna:

  • Professional development
  • Maintaining well-being and motivation
  • Occupational safety, including during the pandemic

Caruna’s actions in 2020:

  • Caruna Day – a strategy and development day for all employees
  • Switch job rotations and a Great Place to Work employee survey
  • Training for supervisors and experts
  • Diverse training opportunities, such as the Caruna Academy,presentation and interaction skills, safety and project management training, and language training
  • Full-scale introduction of remote working and flexible work arrangements
  • Working methods and instructions required due to the pandemic
  • Targeted measures for developing teams and the organisation
  • Developing management in line with Caruna's culture
  • Planned activities for wellbeing at work, such as sports, well-being lectures, fitness assessments and lifestyle courses
  • Introduction of a new competence management system and competency model

Customers

Expectations of Caruna:

  • Safety and reliability, environmental friendliness, a pioneering approach
  • Professional, friendly and multichannel customer service
  • Hassle-free service
  • Communicating about changes and disturbances
  • Timely fault repair
  • Reliable invoicing
  • Transparent pricing

Caruna’s actions in 2020:

  • Enhancing multi-channel customer service by developing digital services:
    • Chatbot service for private customers and electricity retailers
    • Digitalisation of customer communications concerning the construction of the electricity network and service work
    • Automation of the electricity connection process and launch of the new digital order monitoring system for private customers
    • Expanding the service offering of the Virtane.fi marketplace (competitive tendering of solar panels, charging services for electric vehicles, energy-sharing service, connection cables or electricity switchboard installation services)
  • Modelling customer pathways in order to make electronic services easier for customers to use
  • Commencing collaboration with a new customer service partner
  • Introducing a multi-channel contact management system
  • Marketing and customer communication actions to improve the customer experience
  • Ensuring the availability of electronic services for electricity retailers, and raising awareness of the services
  • Regular meetings with key customers and more effective communication

Contractors, network material suppliers, service providers and ICT suppliers

Expectations of Caruna:

  • Building open and predictable partnerships
  • Keeping promises
  • Actively developing collaboration
  • Maintaining non-discrimination and well-functioning markets
  • Procurement and project entities of interest to the supplier market

Caruna’s actions in 2020:

  • Caruna’s stakeholder events and regular meetings, Caruna’s supplier day, webinars for Caruna’s network builders and subcontractors, Caruna's corporate responsibility webinar with contractual suppliers and selected stakeholders
  • Maintaining and developing collaboration in accordance with the management model for supplier relations
  • Systematically collating ideas for development at supplier meetings, continued focus on development in operations, development workshops
  • Complying with and making use of the principles laid out in the Act on public procurement in specialised sectors (1398/2016)
  • Audits of contractual suppliers

Authorities and decision-makers (ministries, the Energy Authority, the Finnish Competition and Consumer Authority, political decision-makers and municipalities)

Expectations of Caruna:

  • Maintaining the reliable operation of the electricity network
  • Operating responsibly and transparently
  • Maintaining an active dialogue
  • Open and reliable partnership in energy matters
  • Developing the industry
  • Complying with legislation and regulations

Caruna’s actions in 2020:

  • Regular contact with various authorities and decision-makers
  • Providing decision-makers with background information about current matters in the industry and raising awareness of Caruna’s business
  • Contributing to the development of the energy system and suggesting solutions
  • Reporting to the authorities, including structural information about the network, financial statements and technical indicators for the Energy Authority
  • Complying with legislation and regulations and contributing to their development

Industry organisations, partners, interest groups and NGOs

Expectations of Caruna:

  • Developing the industry
  • Providing expertise
  • Maintaining an active dialogue

Caruna’s actions in 2020:

  • Increasing public awareness of the industry and Caruna’s business, stakeholder events
  • Contributing to the development of the energy system, offering solutions and sharing expertise
  • Working with various other parties and contributing to industry lobbying
  • Wielding influence within industry organisations (Finnish Energy, Eurelectric, EDSO) and working on the committees and in the working groups of such organisations
  • Cooperation with interest groups and NGOs
  • Project-specific meetings with landowners

Emergency services (the rescue services, the police, the National Emergency Supply Agency, the Finnish Defence Forces)

Expectations of Caruna:

  • Active and proactive cooperation with the authorities
  • Sharing expertise and participating in various exercises
  • Drawing up contingency and emergency plans

Caruna’s actions in 2020:

  • Supporting municipalities to help them prepare effectively for power interruptions by working with the emergency services
  • Communicating with the emergency services and other authorities on the Krivat system about matters such as preparedness for outages caused by abnormal weather conditions
  • Reminding the emergency services and police of the contact details and telephone numbers reserved for the authorities
  • Updating the electricity network company’s contingency and emergency plans and submitting them to the supervisory authority
  • Participating in exercises arranged by the authorities, including the Uusimaa2021 exercise run by the Regional State Administrative Agency and the meetings of regional committees in Greater Helsinki, South Finland and North Finland, and the meetings of the regional preparedness committees run by the Confederation of Finnish Industries (known as ELVAR) in South and West Finland
  • Contributing to the work of Traficom's incident collaboration group (HÄTY)

Shareholders

Expectations of Caruna:

  • Increasing the company’s value in a sustainable way
  • Implementing the chosen strategy
  • Good corporate governance

Caruna’s actions in 2020:

  • Participating in 12 meetings of the Board of Directors and 13 committee meetings as part of governance
  • Regular personal contacts
  • Observing Caruna’s guidelines and policies

Lenders

Expectations of Caruna:

  • Complying with legislation and regulations
  • Complying with the UN Declaration of Human Rights, the International Labour Organization’s (ILO) conventions, the UK anti-corruption principles and the UN Global Compact initiative
  • Maintaining a strong credit rating
  • Open communications and disclosure of information about the company’s financial standing

Caruna’s actions in 2020:

  • Bi-annual and annual reporting
  • Compliance certificates
  • Maintaining effective operations and a strong cash flow
  • Holding around 30 meetings with credit rating agencies, banks and other financial institutions

Media

Expectations of Caruna:

  • Open and proactive communications
  • Raising media awareness of themes of relevance to the energy industry
  • Explaining the operating logic of an electricity distribution company and the rationale behind the price of electricity distribution
  • Ensuring that managers and experts are available for interviews
  • Timely and easy access to information

Caruna’s actions in 2020:

  • Press releases, articles, websites, blogs
  • National and regional meetings with media representatives
  • Media training for management and other employees
  • Responding to media enquiries for interviews and contacts
  • Communicating about disturbances through the website, social media channels, the media and text messages
  • Media background meetings
  • Developing and expanding the social media content and channels