In accordance with the Corporate Sustainability Policy, BTS Group has announced relevant policies as guideline for the 4 business units to comply and implement.

Stakeholder Engagement

BTS Group focuses on the importance and power of stakeholders, respects their rights, and conducts towards the stakeholder with fairness and transparency. Stakeholders include people who are affected by the Group, those who may impact the Group business, as well as those interested in our businesses. The BTS Group has defined, identified and analyzed stakeholders as 7 categories of people and entities.

BTS Group has formulated customized methods of participation, engagement channels, and disclosure of information, which meet particular needs to these different categories, in order to acknowledge and understand and suit their interests and expectations, as well as use feedback during decision making processes and in our operations.

Stakeholders Engagement Channels Key Stakeholder Interests
Government Agencies
  • Case-by-case meetings with government agencies
  • Performance and operation reports submitted to relevant government agencies based on the agency’s reporting schedule
  • Communication with government officials for better understanding of their expectations
  • Regular participation in government agency activities and projects
  • Operations are in compliance with laws and regulations
  • Transparency of performance indicators
  • Activities for the community and society
  • Complaints via various BTS Group channels
  • Sustainable coexistence
  • Community and social development
Business Partners
  • Quarterly announcement of performance indicators as well as annual performance, disclosure of information on the BTS Group website
  • Annual General Meeting
  • Analyst meetings
  • Shareholder and investor roadshows
  • Quarterly journals
  • Shareholder visits to the company
  • Communication channels including the website, email, telephone, mail and other methods
  • Transparent and auditable operations
  • Stable and sustainable operations
  • Good corporate governance and financial strength that are efficient
  • Disclosure of accurate and transparent information
  • Annual customer satisfaction survey
  • Customer relationship building activities such as sales promotions, marketing activities, etc.
  • Providing information through social networks
  • Complaints via various channels
  • Efficient service, timely, etc.
  • Providing information through social networks
  • The ability to solve problems correctly, appropriately and in a timely manner
  • Disclosure of accurate information
  • Customer Privacy and Data Security
  • Selection process and regular assessment carried out on a regular basis
  • Annual suppliers meeting
  • Procurement and hiring that is transparent, fair and auditable
  • Chairman & CEO Talk
  • Annual performance evaluation.
  • Annual employee satisfaction survey
  • Complaints submitted via supervisor, and BTS Group complaint system
  • Communications via various channels and internal methods
  • Rights and benefits
  • Compensation
  • Employee retention
  • Employee development
  • Gender Equality and Career advancement
Civil Society
Analysts/ Academia
  • Communication platform and whistleblowing channels to gather suggestions, comments, complaints, etc.
  • Quarterly analyst meeting
  • Press Conference / Press Release
  • Exclusive interview
  • Media visit
  • Open House and Company visits
  • Join members of the public/private sector
  • Disclosure of accurate and transparent information
  • Adequate up-to-date information is required regularly


Human Rights

BTS Group respect to human rights and equal employment practices. In 2017/18, BTS Group announced its Human Rights Policy, which is fully conforming to The UN Guiding Principles on Business and Human Rights, The International Bill of Human Rights, The Universal Declaration of Human Rights (UDHR), The International Covenant on Civil and Political Rights (ICCPR), The International Covenant on Economic, Social and Cultural Rights (ICESCR) and The ILO Declaration on Fundamental Principles and Rights at Work. Given this, BTS Group aims to manage diversity in the workplace with equality and fairness regarding gender, age, education, nationality, race, color, religion, citizenship as indicated in the Business Code of Conduct. Human Rights Risk Assessment and Due Diligence Process is also in place to ensure that the way BTS Group does business abides by the principles of human rights protection. Moreover, communication channels to receive information and complaints related to human rights issues are provided to come up with proper preventive and problem-solving guidelines.


Suppliers play an important part in sustainability throughout BTS Group’s supply chain, which may be exposed to operational and reputational risks that may result in business disruption. Critical issues include ethics, legal compliance, environmental friendliness, accident and safety concerns.

In order to mitigate operational risks, BTS Group conducts process and procedures of suppliers’ risk assessment and selects supplier on the basis of business potentials and supplier’s experience and expertise in the products or services that they are providing, ability to deliver goods and services in a timely manner. The Group also conducts spend analysis and business risk assessment, taking into account business impact factors. The results are then used to classify suppliers and frame a strategy and supplier development plan corresponding with the risk.

BTS Group recognizes the roles and responsibilities that suppliers play for the company to achieve sustainability. In 2017/18, BTS group prepared Supplier Code of Business Conduct defining the basic commitments required from BTS Group’s suppliers concerning their Environmental, Social and Governance (ESG) responsibilities in the pursuit of securing sustainable business conduct throughout the Group’s supply chain.

Enhanced Safety

As the operator of BTS SkyTrain and the management of media and commercial area in mass transit systems, Safety is the primary goal of BTS Group. Moreover supplier’s occupational safety poses a significant risk, reduction of work-related accident, injury and fatality rates among suppliers therefore is a target for which BTS Group must work towards effectively.

For the installation works of suppliers and contractors in the BTS SkyTrain system, BTSC requires suppliers and contractors, covering VGI and its suppliers at the supervisor level, to be trained in terms of safety standard in the BTS SkyTrain system. All trainees are required to pass a pre-test and post understanding test before and after the training to evaluate and assess ability to work in term of safety. Training results, certificates and training hours of suppliers is recorded in the Operation License System, as a database for implementing organisation regulations and domestic laws. BTSC supports, shares knowledge and advises suppliers and contractors to ensure that safety is always maintained.


Performances on safety of suppliers, showing the effective safety process and control measures related to supplier’s occupational safety of the BTS Group based on 3 key performance indicators, are Supplier Safety Training, Serious Suppliers Injury Rate and Lost-Time Frequency Injury Rate of Suppliers. In 2017/18, all suppliers and contractors or 100% who have to work in the BTS SkyTrain system were trained in term of safety standard in the BTS SkyTrain system. Moreover, it was found that Serious Contractor Injury Rate was zero and better than target for 2017/18 which was set at 1.25 times per million working hours. Meanwhile, Lost-Time Frequency Injury Rate of Suppliers was 0.27727 times per million working hours, which was little higher than the previous year, however, it was better than target for 2017/18 of 1.25 times per million working hours.

Performance on Safety of Suppliers

Indicators Performance Target
  2014/15 2015/16 2016/17 2017/18 2017/18
Supplier Safety Training (Percentage of supplier who are trained in term of safety standard) 100 100 100 100 100
Serious Suppliers Injury Rate (Times/million working hours) 0 0 0 0 1.25
Lost-Time Frequency Injury Rate of Suppliers (Times/million working hours) 0.29968 0.27855 0.27621 0.27727 1.25


In accordance with the BTS Group vision of presenting the concept of "City Solutions" to the society as well as the commitment to sustainability development goals (SDGs) of the United Nations, BTS Group recognizes the role and responsibility of contribution to the community and society because good living conditions in the society play an important role supporting the success of the business. BTS Group aims to improve the quality of life and well-being of the community on three areas: Public Health, Quality Education and Environmental and Ecosystem Protection. This does not only respond to the needs of the community and society, but also the expectations of stakeholders. It also provides opportunities for employees at all levels of BTS Group to participate and recognize the responsibility to the community and society through activities in order for all parties to grow together sustainably.

Management Approach

BTS Group implements the community and social development projects and activities in align with the Corporate Social Responsibility (CSR) policy, which has been framed by Corporate Governance Committee, consisted of Chairman and directors, who are responsible for monitoring the implementation of corporate social responsibility policy and plans aiming to improve the quality of life and well-being of the community and society. The Corporate Social Responsibility Office serves to survey the needs of the community in the target area and organise projects and activities.

BTS Group aims to promote accessibility to infrastructure for living, medical services and quality education to the communities and society in the target areas in order to improve the quality of life and well-being as well as help reduce social inequality.

Priorities  Public Health Quality Education and Knowledge Sharing Environment and Ecosystem
  • To support accessibility to medical services
  • To support sports activities.
  • To support the budget for infrastructure construction and utilities to the school and community nearby
  • To provide learning opportunities for rural students and promote public transport knowledge.
  • To support the budget and organize activities for the development of environmental and ecosystem
Core Projects and Activities
  • Sky Clinic
  • Collaborative network of specialized medical partners  
  • Next Station ‘Happiness’ by BTS Group Project
  • The Developing Quality of Life for Underprivileged Student Project
  • BTS Group Thai Elephant Conservation Project

Find further information in BTS Group Sustainability Report

With the goal to be leading and the best operator of mass transit system in Thailand, the BTS Group, through the operation of BTS SkyTrain (BTSC), focuses on Quality, Safety, Security, and Environment. As a result, the mass transit business, BTS Group’s core business, is not only support a huge amount of commuters, but it also significantly affects the reputation and corporate image of the organization, as well as the confidence of the government sectors who award the concessionaire, including shareholders, investors and passengers.

Quality Policy

  • Our commitment is to provide high quality, safe, reliable and efficient mass transit railway services, to recognised international standards.
  • Listen to our customers and aim to provide services which exceed expectations.
  • Review business processes regularly and perform with continual improvement to maximise efficiency.
  • Give importance to the development of human resources within the Company.

Safety Policy

  • Provide the highest levels of safety to customers, staff and contractors of the Company, as well as stakeholders and society, to recognized international standards and relevant legislation.
  • Manage occupational health and safety in a proactive manner, by identifying hazards, minimising risks, by implementing risk reduction and control measures together with regular reviews of safety related processes.
  • Give importance to the development of safety knowledge, relevant skills promoting awareness in the minds of staff and associated parties.
  • No other business objectives are more important than safety.

Security Policy

  • Provide the highest levels of security to life and property in areas under the responsibility of the Company.
  • Maintain the security of customers, staff, contractors and relevant parties, without neglecting to deliver satisfaction.
  • Give importance to the development of security knowledge and relevant skills in staff and associated parties.
  • Regular review of security measures, in readiness for unforeseen situations.

Environmental Policy

  • Create a sustainable and environmentally friendly operating railway and to comply with environmental legislation, regulations and other requirements relevant to our services and operation.
  • Manage significant environmental aspects in a proactive manner, protect the Environment, prevent pollution and to continually mitigate any significant impacts through the implementation of appropriate control measures, together with regular reviews of environmental related processes.
  • Promote environmental impact awareness amongst our employees, through training, learning and promotion of best practices.