Corporate Social Responsibility
Goal 3:
Goal 4:
Goal 8:
Goal 10:
Goal 11:
Goal 13:
Goal 15:
Impact on Business and Stakeholders
Corporate social responsibility (CSR) is an integral process in building good relationships and improving the quality of life of society and local communities, including all groups of stakeholders. It also enhances the Company's business operations by considering a wider dimension that does not focus only on profit-making, but also on enabling society, communities, and environment to grow together in a sustainable manner. In addition, it plays an important part in supporting the creation of sustainable businesses and shared values in terms of economy, society, and environment.
Throughout the past, BEM has been well aware of its responsibilities to society, communities and environment, which affect the organization and stakeholders in both direct and indirect manner. Besides establishing positive reputation and confidence, such responsibilities can create mutual values to business and society through better understanding and meeting the stakeholder's expectations. CSR also helps the Company to gain society's confidence and serves as a good basis for sustainable development.
Nowadays, stakeholders are more likely to support businesses that are socially and environmentally responsible. The Company therefore encourages employees to engage and take part in building good relationships through CSR implementation, which will lead to greater efficiency in work and services. Impacts of CSR projects enhance society, communities, and environment to grow together with the Company in a sustainable way.
Commitment, Challenges and Opportunities
BEM believes that by operating in line with expectations of stakeholders, the Company can operate sustainably under the support of society and communities.
Therefore, the Company places importance on projects related to social responsibility and community relations along the routes of expressway and rail businesses as well as in the commercial development business. Such efforts will enable the development and improvement of the Company's business operations while continuously creating social and environmental benefits and building good relationships with local communities. Gaining communities' license to operation can then lead to higher the confidence of other stakeholders.
BEM targets to create maximum benefits for all groups of stakeholders by promoting activities and projects aimed at improving the quality of life and education. economy, culture, and well-being of the local communities, and reducing impacts and concerns. The Company's CSR projects can create opportunities for communities to self-empowerment through leveraging support and expertise from the Company. The Company's CSR projects also consider the mitigation of impacts from business operations as well as climate change by announcing its support for the national target to achieve Net Zero in 2050, which establishes confidence and positive reputation for the Company.
Targets and Performance Indicators
Community Satisfaction with Community Relations Promotion Activities
Targets
2025 Performance
Complaints from Communities Along Expressway Routes
Targets
2025 Performance
Complaints from Communities Along MRT Routes and Depots
Targets
2025 Performance
Fatal Accidents
Targets
2025 Performance
Number of Participants in CSR Activities
Targets
2025 Performance
Communities and Schools Participating in CSR Activities with BEM
Targets
2025 Performance
Policy and Practices
BEM has announced its Corporate Social Responsibility and Sustainable Development Policy as a guideline for all employees to implement and integrate into every work process. This policy is executed with a strong emphasis on good corporate governance, risk management, and social and environmental responsibility, ensuring that sustainable development principles are embedded in all work processes and decision-making, with the aim of achieving long-term benefits for the organization, society, and the environment.
Corporate Social Responsibility (CSR) Strategy
BEM has established a Corporate Social Responsibility (CSR) strategy focused on improving quality of life and well-being, with an emphasis on safety, climate responsibility, and environmental care. This strategy promotes happiness in three key pillars: HAPPY JOURNEY, HAPPY LIVING SOCIETY, and HAPPY PLANET. This approach aligns with the Company's mission to enhance the quality of life for the public, improve the quality and efficiency of modern, convenient, rapid, reliable, and punctual services, while upholding good corporate governance and social and environmental responsibility in accordance with sustainability principles.
Better Journey for Better Life
Vision
Mission
- Providing services of the expressway and metro systems with safety, convenience, rapidity, reliability, punctuality, and efficiency, in order to improve the quality of people's lives
- Improving the quality and efficiency of the modern and full-service transportation network in order to alleviate traffic problems, preserve the environment, and improve society and the country
- Creating value-added and utmost benefit to shareholders based on fairness to all stakeholders
- Adhering to sustainability principles in business operations by realizing good corporate governance as well as striving for social and environmental responsibility
- Zero fatal accidents per year
- More than 10,000 participants in CSR projects related to health promotion by 2028
- More than 100 communities/societies benefitting from or participating in CSR projects by 2028
- Support the achievement of the national Net Zero target by 2050
Stakeholder Engagement/Innovation/Diversity, Equality, and Inclusion/Partner Cooperation
BEM emphasizes social responsibility and community relations operations under the CSR Roadmap, ensuring stakeholder engagement, respect for diversity, equality, and non-discrimination, and promoting collaboration with all partners. Continuous evaluation and review of project performance and impacts are conducted through the implementation of three key pillars as follows:
Objectives
Project Examples
- BEM SAFETY SHARE "Safe Every Step for Elderly" Project
- "Priority Lift" Project
- "Thailand Healthcare 2025: A Better Life - Building Wellness for All Ages" Project
Objectives
Project Examples
- "BEM NEW HORIZONS - Year 2: Expanding Youth Opportunities and Creating Sustainable Learning Spaces" Project
- Metro Art Series 7 "Good Vibe Only - Mural of Positive Energy" Project
- "BEM Takes Students to Conquer TCAS - Year 17: Intensive Tutoring for University Entry" Project
- "BEM Happy Journey 2025: Yao Yang Yiam" Project
- "Football for Happiness along the Route" Project
- "BEM Burn Your Fat Get Your Health Season 9" Project
Objectives
Project Examples
- "Metro Mall Go Green" Project
- "Mangrove Reforestation at Khlong Khon Mangrove Conservation Center" Project
- "Waste for Seedling" Project, for Firebreak Forests in Chaiyaphum Province
- "Precious Waste" Project
In 2025
In 2025, BEM organized a total of 18 CSR activities with a budget of over 34 million THB to promote and strengthen relationships with society and communities under the Happiness Promotion strategy implement to three key pillars as follows:
Clear Channels and Complaint Reception Processes
Community Complaint Reception and Management
BEM places great importance on listening to feedback, particularly regarding issues and complaints from customers, society and communities, in order to enhance service efficiency, improve satisfaction, and minimize conflicts or potential disputes arising from its operations. To facilitate this, the Company has established channels and processes for receiving complaints from society and communities in the same manner as customer complaints, through which complainants may submit complaints via various channels, such as the website, telephone, and email.
Upon receiving a complaint, BEM gathers facts and investigates root causes in order to determine appropriate courses of action, including impact mitigation measures. The results are reported to the Audit Committee Chairman, Independent Directors, or the Corporate Governance, Risk Management, and Sustainable Development Committee. Additionally, the Company ensures that relevant parties, including the complainant, are informed of the conclusion.
BEM places importance on protecting complainants' information and maintains the confidentiality of complainants and those cooperating in investigations. Stakeholders wishing to contact or file complaints may directly reach out to directors, provide information through the Company Secretary, or use other designated channels. Further details are disclosed in the Sustainability Report under Corporate Governance.
Information Service Center
0 2624 5200
Company Website
www.bemplc.co.th/Contact
MRT Station Receives Comments and Suggestions
Suggestion Box
- QR Codes within MRT Station
- Toll Building of Expressway
Social Media
Internal Personnel
Customer, Expressway Users, Passengers and External Agencies
In addition, under the Company's feedback and complaint process, after the Company informs complainants of the results, satisfaction with problem resolution is measured before the complaint status is closed. The Company prepares monthly reports for monitoring and further service improvement.
Complaint Management
In 2025, BEM received social and community complaints and addressed them through its complaint management process, including root cause analysis and corrective actions. Complaints were categorized into two groups according to the routes of Expressway business and Rail business. The following 10 complaint cases affecting communities along the routes were fully resolved:
-
1
Complaints related to communities along the expressway routes (3 cases)
These complaints related to maintaining the landscape and orderliness at expressway toll plaza access areas, including tree and weed trimming, as well as the removal of material waste after operations. The Company took immediate corrective action and completed 100% of the required improvements. -
2
Complaints related to communities along MRT routes and Depots (7 cases)
These complaints related to environmental impacts and area tidiness, including noise from equipment, waste in public areas, and defects in drainage structures. The Company has conducted fact-finding investigations, rectified technical issues and performed the relevant repairs. Warning signs have been installed, and all employees and contractors have been instructed to ensure the cleanliness of the area at all times. Additionally, the Company has already communicated the outcomes to complainants.
In 2025
The Company fully resolved and clarified complaints
| Performance Indicators | 2025 Performance2025 |
|---|---|
| Community and social complaints (cases) | 10 |
|
3 |
|
7 |
|
100 |
| Budget allocated for Corporate Social Responsibility (CSR) and Community Relations activities (million THB) | 33 |
HAPPY JOURNEY “Good Health and Safe Life”
BEM has continuously implemented the “BEM SAFETY SHARE: Safe Every Step for Elderly” project, providing close guidance on escalator use for elderly passengers. The project focused on engaging with elderly passengers during peak usage times to ensure safe journey practices and encourage cooperation in assisting the elderly while using escalators, aiming to reduce accidents and foster a safer travel environment. The Safety One By One campaign is conducted at MRT stations to promote safe behaviors such as always holding the escalator handrail, avoiding leaning on the escalator, refraining from carrying items in both hands, and not using mobile phones while on the escalator.
In 2025, BEM set a target for the elderly passenger accident rate at no more than 19 cases per 1 million passengers. However, the actual performance reached 22 cases per 1 million passengers, which is above the target and reflects an increase from the previous year. The Company is currently reviewing the details and root causes of these accidents to establish improvement plans for future programs and activities.
| Business Benefit Indicators | |
|---|---|
| Partners/Other Agencies (agency) | 1 |
| Participating BEM Employees (persons) | 982 |
| Total Engagements (times) | 189 |
| Social and Environmental Benefit Indicators | |
| Participants (persons) | 2,511 |
| Results | |
| Participant Satisfaction | 87% |
HAPPY LIVING SOCIETY “Good Quality of Life and Well-Being”
BEM has continued implementing the BEM NEW HORIZONS project for the second consecutive year to provide youth with opportunities to gain real-life work experience and learn alongside MRT Blue Line station staff. The project aims to develop essential skills in discipline, communication, teamwork, and problem-solving, which serve as important foundations for future educational and career paths.
In 2025, 30 youth volunteers from Wat Rajabopit School, the pilot school from the first year, and Triamudomsuksanomklaokunnatee School have participated in the project by working after school from May 2025 to March 2026. Their primary responsibilities have included supporting passengers on safety operations, providing information and guidance on the rail system and travel routes, under close supervision of station staff.
The primary objective of the project is to provide educational opportunities for students from schools neighboring the metro routes. All participating students will receive scholarships covering one academic year (two semesters), together with compensation for their volunteer work, to help alleviate financial burdens on their families and enhance their future educational opportunities. The secondary objective is to cultivate social responsibility among young people while providing some practical work experiences in MRT stations operations. This exposure allows students to explore career perspectives in public transport, which has supported future academic planning.
Interviews with student representatives reflected that the initiative provided valuable hands-on work experience and opportunities to develop practical skills, including problem-solving, communication, and teamwork. The initiative also helped build participants' confidence in expressing themselves and communicating with others. Most participants highlighted that the close guidance and support provided by MRT station staff enabled them to learn effectively and adapt confidently to the working environment.
| Business Benefit Indicators | |
|---|---|
| Participating BEM Employees (persons) | 30 |
| Total Engagement (times) | 70,202 |
| Social and Environmental Benefit Indicators | |
| Participants (persons) | 30 |
| Participating Schools (schools) | 2 |
| Results | |
| Participant Satisfaction (%) | 96.70 |
| Reduction in Household Expenses (Income and Benefits received by students through the activities) (million THB) | 1.43 |
| Public Relations Value (million THB) | 22.21 |
| Social Return on Investment (SROI) | 17.36 |
HAPPY PLANET “Climate and Environmental Care”
BEM and Bangkok Metro Networks Limited (BMN, its subsidiary), in collaboration with Thai Beverage Recycle Company Limited (TBR), have implemented the “Metro Mall Go Green” Project under the “Collect & Recycle” concept to raise awareness and understanding of environmental stewardship while fostering shared responsibility among operators, passengers, and customers. The project promotes waste segregation at source and proper recycling practices as a starting point for changing consumer behavior and serves as an important mechanism in driving the Circular Economy concept into practical implementation, enabling the continuous reuse of resources. The project includes the establishment of used packaging return points, waste segregation stations, and environmental awareness communication for passengers, customers, and retailers, while serving as a model for sustainable retail space management.
In addition, the project evaluates the behaviors of retailers and passengers to refine future operational strategies such as designing a point accumulation system for waste segregation, where points can be used to discount rental fees, or transforming recycled materials into everyday products.
According to Dr. Araya Panurach, Managing Director of Bangkok Metro Networks Limited (BMN), the initiative represents the "first step" in integrating environmental concepts into the MRT system. It aims to raise awareness and encourage collaboration among all stakeholders in promoting waste segregation at source and proper recycling practices.
Meanwhile, Dr. Napat Punpongjareorn, Group Environmental Analysis and Implementation Manager of Thai Beverage Group, noted that this collaboration marks an important starting point for changing consumer behavior and serves as a key mechanism for driving sustainable environmental transformation in urban society.
| Business Benefit Indicators | |
|---|---|
| Partners/ Other Agencies/Guest Speakers (agency) | 1 |
| Public Relations Media Reach (times) | 5,772 |
| Additional Commercial Development Revenue (million THB) | 0.06 |
| Social and Environmental Benefit Indicators | |
| Participants (persons) | 11,140 |
| Results | |
| Public Relations Value (million THB) | 3.82 |
| Social Return on Investment (SROI) | 38.45 |
