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ACCA MalaysiaSustainabilityReporting Awards(MaSRA)Judges’Report 2016IN COLLABORATION WITHENDORSED BYMEDIA PARTNER
Sustainability andCorporate Performance:Quick FactsACCA MalaysiaSustainabilityReporting Awards(MaSRA)Judges’Report 201690%of the studies on the cost of capitalshow that sound sustainabilitystandards lower the cost of capital ofcompanies.88%of the research shows that solidESG practices result in operationaloutperformance of firms.80%of the studies show that stockprice performance of companiesis positively influenced by goodsustainability performance.75%of investors agree that company’sgood sustainability performance ismaterially important when makinginvestment decisions.Consistent finding of addedvalue of Corporate Sustainabilityover time, indicated by thepositive relationship betweenfinancial outperformance andsustainability quality before,during and after the 2009 crisisperiod.Source: www.sustainablefinance.ch/upload/cms/user/2016 06 30 sustainableInvestment Performance.pdfACCA Malaysia Sustainability Reporting Awards(MaSRA) 20162
IntroductionOrganisations arenow acknowledgingthat sustainablebusiness practicesare an essentialpart of corporaterisk managementand key to businessinvestability. Investorsare increasinglyseeking and usingnon-financial datato support theirinvestment decisions.ACCA Malaysia Sustainability Reporting Awards(MaSRA) 2016Organisations are now acknowledgingthat sustainable business practicesare an essential part of corporate riskmanagement and key to businessinvestability. Investors are increasinglyseeking and using non-financial data tosupport their investment decision. TheJuly 2016 report from Swiss SustainableFinance, Performance of SustainableInvestments, Evidence and Case StudiesOrganisations are realising that failure tostated that 75% of investors agreemeet sustainable business practices andthat a company’s good sustainabilityto live up to what they are reporting maylead to a decline in business performance performance is materially importantwhen making investment decisions. Thisand a loss of reputation. This was clearlychange has led organisations not only toevident with BP who as result of the Gulfof Mexico incident in 2010, had their share get involved in major activities relatedvalue drop by 50% in a two-month period. to sustainability, but to also integratesustainability as part of their coreSince the disaster, BP’s share price hasstrategies.underperformed its peer group by 37%.Volkswagen suffered a similar fate wheninaccuracies in their emission testing databecame public.2016 was a watershed year in Malaysia forsustainability reporting. The introductionof the Bursa Malaysia SustainabilityFramework provided the motivation formore organisations to report on theirsustainability practices to both improvetheir business performance and meet thereporting requirements.Introduction3
The evolution of responsible investmentsToday - 2015From NICHEInstitutional Investorsare driving the currentmarketAsset Managers losebusiness due to lack ofRI product offeringTomorrow – 2030To MAINSTREAMProductInnovation& IncreasedTransparencyThe InstitutionalInvestor of the future:Ongoingchallenges forthe RI market Retail marketremains untapped RI reporting andtransparency arestrong examplesfor the rest of themarket, but stillneed harmonisation Still no commondefinition of whatRI is Challengesto credibilityof certain RIstrategies and theirimplementation greenwashingWhat worriesInstitutionalInvestors today? Embedding andmonitoring RIperformance inmanager mandates Ensuring effectiverisk management Fiduciaryresponsibilities andshort-termism versuslong-term focusWhat will he want? Tailored RI productsdesigned just for him Open and simpleinvestment platform/portal Flexible and adaptableproducts which accompanyhim and his clients throughtheir life Asset manager with strongbrand Product simplicity,transparency, flexibility willbecome as important asfinancial performance Social media may influencemany decisionsThe RI market isalready ahead of thegame: Existing sector focus onsimplicity, transparency,honesty and integrity Innovative and “niche”nature of the RI productwill appeal to investorsof the future ESG focus will helpaddress the fiduciaryduty question Tomorrow’s investorsare already moreenvironmentally andsocially conscious Arguably, brands canbe better built onfirm “responsible”foundationsAll that remains isto see and seizethe opportunitiesExtracted from KPMG European Responsible Fund Investing (RI) Survey 2015The above diagram shows the linkbetween the current niche marketfor sustainability and how it will bemainstream by 2030.Increasingly, businesses are makingstrategic decisions around the type andextent of their corporate sustainabilitypolicies. This comes as stakeholdersincluding individuals, communityorganisations and governments are allprioritising sustainability as an essentialaspect. Organisations that have beenproactive are already reaping significantbenefits from developing forward lookingpractices.ACCA Malaysia Sustainability Reporting Awards(MaSRA) 2016The launch of the UN SustainableDevelopment Goals (SDGs) in September2015 provided a broad set of goalsthat could be used by organisationsto demonstrate their commitment tosustainability through their businessSustainability practices include ensuringthat everyone in the supply chain engage activities. The UN is encouragingpartnerships for sustainable developmentin ethical practices, sourcing renewablewhich involve multi-stakeholder initiativesmaterials and do not engage in simplyvoluntarily undertaken by governments,business with countries or organisationsthat are unprincipled. This will ensure that intergovernmental organisations,major groups and others stakeholders,organisations will be able to continueproducing their products and services into whose efforts are contributing to theimplementation of agreed developmentthe future sustainably.goals and commitments. In response,Businesses are finding that embracingsustainable practices leads to bettercorporate culture, more reliable productsand greater long term profitability.Introduction4
Malaysia has launched the Jeffrey SachsCenter on Sustainable Developmentin Sunway University in December2016. The pioneering Center will be ahub for research and policy practice,creating world-class programmes totrain a new generation of students,practitioners and policy leaders, as wellas developing linkages with universities,industries, government bodies, NGOsand social enterprises around the world insustainable development.On the reporting front, since theintroduction of the Bursa Malaysia’sCorporate Social Responsibility (CSR)reporting requirements in 2007, thenumber of organisations in Malaysiapublishing sustainability report has grownsignificantly. This is not only throughBursa’s efforts but is also a result ofcompetition and peer pressure as onceone organisation in a sector has publishedACCA Malaysia Sustainability Reporting Awards(MaSRA) 2016a report, others in the same sector quicklyfollow suite. In addition, the disclosureof non-financial information is increasingworld-wide, influenced by legislationsuch as the recent Paris Agreement; EUDirective; sustainability-related listingrequirements introduced by stockexchanges (e.g. Bursa Malaysia, SingaporeStock Exchange and Hong Kong StockExchange) the role of multinationals inthe supply chain; investors influence andrecognised reporting frameworks. With allthese, Malaysian organisations are seeingthe benefits of sustainability reporting asa means to enhance their reputation andattract investment.Meanwhile, Integrated Reporting ( IR )is still at its infancy in Malaysia. A surveyconducted by the Malaysian Institute ofAccountants (MIA) and ACCA in 2015,however revealed that there is stronginterest among Malaysian businesses,Introductioninvestors and others to learn moreabout IR , as a new tool for bettercorporate reporting. IR has beenhailed as a game changer for corporatereporting as it requires organisationsto look beyond financial performanceand compliance-driven reporting tocommunicate how they draw on a broaderrange of resources, including human,societal and natural, to create value overthe short, medium and long term. Itis not just about better reporting; theprocess of IR brings about integratedthinking, a greater appreciation of thedifferent resources used and affected bythe organisations in their value-creationprocess, and should lead to improvedperformance as a result. This year, we seesome integrated reports being submittedfor consideration for the Awards and thisis definitely a welcome evolution fromsustainability reporting.5
49 ParticipantsRunning for the AwardsStand-alone Sustainability ReportAllianz Malaysia BerhadSustainability Report 2015 : Encouraging TomorrowAxiata Group BerhadSustainability & National Contribution Report 2015 :Commitment to Development Towards A Digital FutureCCM Duopharma Biotech BerhadSustainability Report 2015: Better Living Through Experience & TechnologyCahya Mata Sarawak BerhadSustainability Report 2015: Building a Sustainable FutureCenviro Sdn BhdSustainability Report 2015: Mapping Future SustainabilityChemical Company ofMalaysia BerhadSustainability Report 2015: Innovative Solutions Through Experience & TechnologyCIMB Group Holdings BerhadSustainability Report 2015: Asean CatalystDiGi.Com BerhadSustainability Report 2015: Your Favourite Digital PartnerFuji Xerox Asia Pacific Pte Ltd(Malaysia Operations)Sustainability Report 2015: Towards Greater InnovationHeineken Malaysia Berhad(f.k.a. Guinness Anchor Berhad)Corporate Responsibility Report 2015: A Commitment to SustainabilityKumpulan FIMA BerhadSustainability Report 2016Malayan Banking BerhadSustainability Report 2015: Leading Asia - Delivering Our ASEAN Vision TogetherMalaysia Airports Holdings BerhadSustainability Report 2015: Our Foundation For the FutureMedia Prima BerhadSustainability Report 2015: Everyone CountsMISC BerhadSustainability Report 2015: Rediscover. Rebuild. Sustain.Nestlé (Malaysia) BerhadNestlé In Society 2015: Creating Shared Value and Meeting Our CommitmentsNets Printwork Sdn BhdSustainability Report 2015: Creating Opportunity for GrowthPetroliam Nasional Berhad (Petronas)Sustainability Report 2015: Thriving in Tough TimesPwC MalaysiaCorporate Responsibility 2015-2016: A journey in building trustRHB Capital BerhadSustainability Report 2015: Together We ProgressSME Development BankMalaysia BerhadSustainability Report 2015: Empowering Businesses, Driving Nation BuildingSunway BerhadSustainability Report 2015: A Part of YouTelekom Malaysia BerhadSustainability Report 2015: Championing SustainabilityYTL Corporation BerhadSustainability Report 2015ACCA Malaysia Sustainability Reporting Awards(MaSRA) 2016ACCA MaSRA 2015 entries6
Reporting within Annual Report / Integrated ReportAstro Malaysia Holdings BerhadAnnual Report 2016: 20 Years Celebrating YouBritish American TobaccoAnnual Report 2015Carlsberg Brewery Malaysia BerhadAnnual Report 2015: Our Commitment to SustainabilityFelda Global Ventures HoldingsBerhadAnnual Integrated Report 2015: Empowering Sustainable ValueFraser & Neave Holdings BhdAnnual Report 2015: The Year of Building BrandsGenting Malaysia BerhadAnnual Report 2015Hap Seng Plantations HoldingsBerhadAnnual Report 2015IJM Corporation BerhadAnnual Report 2016: Catalysing GrowthIJM Plantations BerhadAnnual Report 2016: Nurturing SustainabilityKLCC Property Holdings BerhadAnnual Report 2015Kulim (Malaysia) BerhadIntegrated Annual Report 2015: Resources ReciprocalMah Sing Group BerhadAnnual Report 2015: Journey of ExcellenceMalaysian Resources CorporationBerhadAnnual Report 2015: Setting the Standard in Transport Oriented DevelopmentsMalaysia Marine and HeavyEngineering Holdings BerhadAnnual Report 2015: Adapting to a New NormalMatrix Concepts Holdings BerhadAnnual Report 2016: Achieving Growth And Developing LandmarksPetronas Chemicals Group BerhadAnnual Report 2015: Rise Above ChallengesPetronas Dagangan BerhadAnnual Report 2015: Inspiring ChangePetronas Gas BerhadAnnual Report 2015: Transform to PerformPrestariang BerhadAnnual Report 2015: Transforming LivesPuncak Niaga Holdings BerhadAnnual Report: Towards Sustainable ValueSalcon BerhadAnnual Report 2015: Inspiring SynergiesSime Darby BerhadAnnual Report 2015: Connecting OpportunitiesSunway Construction Group BerhadAnnual Report 2015: Building a Legacy of ExcellenceSunway Real Estate Investment TrustAnnual Report 2016: Formed by ValuesTDM BerhadAnnual Report 2015: Sustainable, Profitable GrowthACCA Malaysia Sustainability Reporting Awards(MaSRA) 2016ACCA MaSRA 2015 entries7
24 ShortlistedAxiata Group BerhadSustainability & NationalContribution Report 2015 :Commitment to DevelopmentTowards A Digital FutureCCM Duopharma Biotech BerhadSustainability Report 2015:Better Living Through Experience & TechnologyCenviro Sdn BhdSustainability Report 2015:Mapping Future SustainabilityCIMB Group Holdings BerhadSustainability Report 2015:Asean CatalystDiGi.Com BerhadSustainability Report 2015: Your Favourite Digital PartnerFelda Global VenturesHoldings BerhadAnnual Integrated Report 2015:Empowering Sustainable ValueFuji Xerox Asia Pacific Pte Ltd(Malaysia Operations)Sustainability Report 2015:Towards Greater InnovationHeineken Malaysia Berhad(f.k.a. Guinness Anchor Berhad)Corporate Responsibility Report2015: A Commitment to SustainabilityACCA Malaysia Sustainability Reporting Awards(MaSRA) 2016ShortlistedIJM Plantations BerhadAnnual Report 2016:Nurturing SustainabilityKulim (Malaysia) BerhadIntegrated Annual Report 2015:Resources Reciprocal8
Media Prima BerhadSustainability Report 2015:Everyone CountsMISC BerhadSustainability Report 2015:Rediscover. Rebuild. Sustain.Nets Printwork Sdn BhdSustainability Report 2015: Creating Opportunity for GrowthPetroliam Nasional Berhad(Petronas)Sustainability Report 2015:Thriving in Tough TimesPetronas Gas BerhadAnnual Report 2015:Transform to PerformSunway BerhadSustainability Report 2015:A Part of YouSunway Real EstateInvestment TrustAnnual Report 2016:Formed by ValuesSalcon BerhadAnnual Report 2015:Inspiring SynergiesMalayan Banking BerhadSustainability Report 2015:Leading Asia - Delivering OurASEAN Vision TogetherMalaysia Airports Holdings BerhadSustainability Report 2015:Our Foundation For the FutureNestlé (Malaysia) BerhadNestlé In Society 2015:Creating Shared Value and MeetingOur CommitmentsSime Darby BerhadAnnual Report 2015:Connecting OpportunitiesACCA Malaysia Sustainability Reporting Awards(MaSRA) 2016Malaysia Marine and HeavyEngineering Holdings BerhadAnnual Report 2015:Adapting to a New NormalSunway Construction Group BerhadAnnual Report 2015:Building a Legacy of ExcellenceShortlisted9
8 WinnersBEST OVERALLREPORTINGCOMMENDATION AWARD:COMMITMENTSIME DARBY BERHADSUNWAY BERHADAnnual Report 2015:Connecting OpportunitiesSustainability Report 2015:A Part of YouRUNNER-UP:BEST OVERALL REPORTINGCOMMENDATION AWARD:INNOVATIONMALAYAN BANKINGBERHADAXIATA GROUP BERHADSustainability Report 2015:Leading Asia - Delivering Our AseanVision TogetherSustainability & NationalContribution Report 2015:Commitment To DevelopmentTowards A Digital FutureBEST SUSTAINABILITYREPORTING FOR NON-PLCsCOMMENDATION AWARD:KNOWLEDGE MANAGEMENTCENVIRO SDN BHDSUNWAY BERHADSustainability Report 2015:Mapping Future SustainabilitySustainability Report 2015:A Part of YouBEST SUSTAINABILITYREPORTING FOR SMEsCOMMENDATION AWARD:CIRCULAR ECONOMYNETS PRINTWORKSDN BHDFUJI XEROX ASIA PACIFICPTE LTD (MALAYSIAOPERATIONS)Sustainability Report 2015:Creating Opportunity ForGrowthBEST WORKPLACE PRATICESMALAYAN BANKINGBERHADSustainability Report 2015:Leading Asia - Delivering Our AseanVision TogetherACCA Malaysia Sustainability Reporting Awards(MaSRA) 2016WinnersSustainability Report 2015:Towards Greater InnovationCOMMENDATION AWARD:ENTERPRISE OF THE FUTUREDIGI.COM BERHADSustainability Report 2015:Your Favourite Digital Partner10
ACCA MaSRAJudging CriteriaTo keep pace with the growing changes on thesustainability front, ACCA has reviewed theprevious ACCA MaSRA judging criteria andmet with its stakeholders to determine what canbe improved on. As a result, the core criteriawere retained but reorganised and amended toincorporate the elements from the Bursa MalaysiaSustainability Reporting Guide and to considerlinks to the UN SDGs. All the 49 participatingreports were assessed based on these 10 primarycriteria before the top 24 reports were shortlistedfor final assessment by our panel of final judges.THE 10 PRIMARYJUDGING CRITERIA:1. Organisational context2. Stakeholder inclusion3. Materiality4. Scope5. Governance6. Strategy7. Management process8. Performance9. Assurance10. CommunicationTHE 6 ADDITIONALCHARACTERISTICSTO DEMONSTRATESUSTAINABILITY INTOTHE FUTURE:1.2.3.4.5.6.CommitmentInnovationKnowledge managementCircular economyEnterprise of the futureWorkplace practicesIn addition to the primary criteria, the finaljudges also considered a set of overarchingcharacteristics in deciding on the final winners.Characteristics such as commitment, innovation,knowledge management, circular economy,enterprise of the future and work practices areregarded to be essential elements that betteridentify organisations that are demonstratingsustainability into future. Although most of theMalaysian organisations may not be ready for thisyet, by including such criteria, ACCA would liketo encourage Malaysian organisations to futureproof themselves and benchmark our corporatereporting standards to international level.In our effort to educate and assist those submittingreports in understanding what will be required infuture reporting, details of the judging criteria aswell as additional written guidance with links toBursa requirements and GRI can be downloadedfrom www.accaglobal.com/masra.How these criteria link to each otherJudging cularEconomyEnterprise ofThe FutureWorkplacePracticesOrganisationalcontext Stakeholderinclusion Materiality Scope Governance Strategy Managementprocess Performance Assurance Communication ACCA Malaysia Sustainability Reporting Awards(MaSRA) 2016 ACCA MaSRA Judging Criteria11
Judges’ Commentsand ObservationsTHE TEN PRIMARYREPORTING CRITERIA1. ORGANISATIONAL CONTEXTThe context in which an organisationoperates will contribute to thedetermination of its economic,environmental and social (EES) impactsand what is material. Organisationsneed to consider those environmentalconditions such as climate change,extreme weather events as well as thoseexternal and internal issues that mayaffect their operations and their ability toachieve sustainable outcomes.These external issues could include itsoperating locations, the local legislativeframework, political stability, availableinfrastructure, language, security,workforce availability, regularity of powersupply, etc. Internal issues could includetime differences, internet or telephoniccommunications, operational culture, etc.The judges were evaluating whetherthe participating organisations hadconsidered the context in which theyoperate in determining their EES impactsand materiality. Failure to considercontext can jeopardise the identificationof the organisation’s EES impacts andwhat is material.Organisations operating in a diverserange of locations, sizes, and sectors needto consider how to best frame their overallorganisational performance in the broadercontext of sustainability.One area for improvement noted by thefinal judges is conglomerates shouldaddress divisional contexts in their groupreport. Examples of good reporting onorganisational context are shown below.SIME DARBY BERHAD ANNUAL REPORT 2015: CONNECTING OPPORTUNITIES (PAGE 20)GROUP-LEVEL MEGATRENDSIncreasing in Uncertainty of Market ConditionsIncreasing Sustainability AwarenessDescription of TrendDescription of Trend Economic growth rates have become less predictable, with increasingvolatility in commodity prices and foreign exchange rates as marketsbecome more interconnected. Businesses can no longer expectorganic revenue growth to be driven primarily by the steady expansionof its existing operating markets. Scrutiny of sustainability commitments and business practices isincreasing and attracting the interest of a wide range of stakeholders.Volatility of Commodity PricesSustainability Awareness in Emerging MarketsSime Darby’s Key ActionsSime Darby’s Key Actions Embark on strategic partnerships for expansion into new growthmarkets to capitalise on synergies and leverage on technical expertise,skills and local relationships. Pursue sustainability goals in a way that creates value for the Group,e.g. developing a range of sustainable products, implementing energyefficiency programmes and green technology projects. Diversify the Group’s portfolio to be less reliant on commodity-basedindustries to mitigate the exposure of downtrends in crude palm oiland coal price cycles. Create a safe and healthy workplace for our employees and ensure werespect the rights of our workers and local communities. Extreme weather conditions have affected the environment andecosystems and thus the way we do our business. Businesses are facing stronger demand to meet the needs andconcerns of their employees, local communities and the societieswhere they operate. Explore new growth markets within existing geographies to diversifycurrent business exposure. Instil a performance culture to drive improvement in operationalefficiency through research & development initiatives, innovation &Lean Six Sigma applications. Develop robust systems and processes for more effective execution ofproductivity improvement and operational excellence initiatives. Secure and strengthen our position as a leader in sustainability throughthought leadership and effective internal and external reporting.Malaysian companied may not be ready for this yet, by including such criteria, ACCA would like to encourage Malaysian companiesto future-proof themselves and benchmark our corporate reporting standards to international level.ACCA Malaysia Sustainability Reporting Awards(MaSRA) 2016Judges’ Comments and Observations12
FUJI XEROX ASIA PTE LTD, MALAYSIA OPERATIONS SUSTAINABILITY REPORT 2015: TOWARDS GREATER INNOVATION (PAGE 2)Sustainability contextIn reflecting our sustainability efforts, wehave taken into consideration the contextof both Malaysia and the region. Climatechange has impacted business practicesand will only have an ever more importantrole in the future. In line with theMalaysian government’s commitment andfocus on sustainability, we have embracedgreen technology - and continue toencourage our customers to do the same.Waste management, use of resourcesand electricity consumption remain atthe core of our sustainability efforts. As adocument management company, we arealso constantly faced with the questionon how to supply customers with paperthat is compatible with the requirementsof environmental and social sustainability.Issues like deforestation and illegallogging have prompted us to re-examineour responsibilities regarding paper.ACCA Malaysia Sustainability Reporting Awards(MaSRA) 2016Judges’ Comments and ObservationsFuji Xerox adopted its first Environmental,Health, and Safety Requirementsregarding Paper Procurement (“PaperProcurement Regulation Standards”) in2004, establishing key requirements forsuppliers, including the traceabilityof raw materials and the environmentalmanagement of manufacturing plants andrevised and updated it in 2012.13
2. STAKEHOLDER INCLUSIONStakeholder inclusion is an integralpart of the identification of materialissues. Depending on the nature of anorganisation, some stakeholders maybe more important than others. Forexample, a bank may view its customersand investors as significant stakeholderswhereas a palm oil producer may place agreater weight on NGOs and customers.Identifying the relevant stakeholders andensuring that their needs and expectationsare relevant to the organisation, is alsoimportant. For example, the World WildlifeFund (WWF) may be a relevant stakeholderto a plantation company but not asrelevant to a bank.Stakeholder selection and engagement isimportant to ensure the organisation hasa full understanding of the context withinwhich it is operating. Organisations mustidentify a broad range of stakeholders,including disadvantaged groups, in orderto determine those that are relevant andwhy. The latter may be determined onthe basis that they have the strongestinfluence over the organisation. The list ofrelevant stakeholders needs to be updatedconstantly as the stakeholders and/or theirinfluence may change over time.Stakeholders have at least two roles inthe sustainability reporting process. Firstlythey may input relevant issues which willhelp the organisation in determining itsEES impacts. Secondly, it may help theorganisation to assess what is material byindicating how they may be substantivelyinfluenced by these EES impacts. Methodsof communicating with stakeholdersmust be credible and their responsesreviewed for relevance, as well as providingfeedback to address the concerns raised.Most of the reports submitted madereferences to the organisations’stakeholders. However, only a fewidentified a consistent or effective processto determine those which were influentialor clearly identified the stakeholders’ rolein the materiality process and how theyare addressing the concerns brought upduring such engagements.Two report examples that stood out in thisyear as shown below.DIGI.COM BERHAD SUSTAINABILITY REPORT 2015: YOUR FAVOURITE DIGITAL PARTNER (PAGE 10)MEET THESTAKEHOLDERSWe have embedded a range ofplatforms to keep a constant pulse onconcerns and issues of stakeholders.By understanding expectations andresponding to concerns, we aim todeepen stakeholder’s trust in us. Thefollowing table provides a list of ourkey stakeholders, the engagementplatforms, and some of thekey issues addressed.A range of platforms to keep a constant pulseon concerns and issues of stakeholdersREGULATORSEngagementPlatforms Industry meetings Regular reports and information sharing Participation in governmentprogrammes Public-private partnershipinitiativesIssues Network rollout Spectrum allocation Affordability of internet Quality of calls Supporting national digitalinnovation agendaHow WeAddressedACCA Malaysia Sustainability Reporting Awards(MaSRA) 2016We rolled out the nation’swidest LTE network, andpartnered governmentagencies to drive digitalinnovation among socialpurpose organisationsthrough Challenge forChange.Judges’ Comments and ObservationsCUSTOMERSEngagementPlatforms Digi retail outlets Customer Service channels(online customer service,24-hour helpline) Social media e.g. Facebookand Twitter Nett Promoter Score Consumer Forum MalaysiaIssues Network coverage andservice quality Waiting time at store Bill shocks from third partycontent providers Barred accounts with CreditReporting Agency CTOSHow WeAddressedWe conduct a rangeof quarterly customerengagement activities tostress test our service quality.We reviewed and terminatedthird party content providersdue to their failure to meetour standards.14
DIGI.COM BERHAD SUSTAINABILITY REPORT 2015: YOUR FAVOURITE DIGITAL PARTNER (PAGE 11)As a responsiblebusiness, we invest ourenergy in understandingand responding toexpectations ofstakeholders.INVESTORS& ANALYSTSEMPLOYEESEngagementPlatforms Best on People Council Digi TelecommunicationsSdn Bhd Employee Union Annual EmployeeEngagement Survey Internal communications Quarterly EmployeeTownhall meetings &leadership forums Individual developmentplansIssues Career planning anddevelopment Fair and transparent rewards Active engagement processacross the region by Digimanagement teamHow WeAddressedOur ongoing robustemployee engagementprogramme across the regionhave seen a 4% increasein engagement scores. Local and overseas non-dealroadshows Corporate presentations Analyst briefingsEngagementPlatforms Media interviews & events Formal and informalbriefings Media familiarisation visitsIssues Corporate strategy andfinancial performance Fair and transparent rewards Corporate governance andcomplianceIssues Corporate strategy Financial performance Products and services Customer related issuesWe conducted quarterlybriefings to analysts andinvestors on businessperformance and strategy.ACCA Malaysia Sustainability Reporting Awards(MaSRA) 2016How WeAddressedEngagementPlatforms Annual Self-AssessmentQuestionnaires Site inspections and audits Training for suppliersIssues Health and safety insupply chain Mitigating non-compliancein supply chain Anti-corruption andbusiness integrityHow WeAddressedWe conducted informationsharing and training withbusiness partners andincreased compliance auditsto ensure they meet oursupplier standards.Terminated six sub-contratorsfor failure to adhereto safety standards.COMMUNITY& NGOSMEDIAEngagementPlatformsHow WeAddressedREGULATORSWe conducted regular mediaengagements to provideupdates on businessperformance and strategy,products and services, andaddress issues of customers’concerns.Judges’ Comments and ObservationsEngagementPlatforms Engagement with businessand industry forums Engagement with NGOs Connecting unconnectingcommunitiesIssues Leveraging mobiletechnology on meetinglocal social needs and issues Concerns of safe internetuse by young childrenHow WeAddressedConsolidated seven keyprogrammes underEmpower Societies.15
SUNWAY REAL ESTATE INVESTMENT TRUST ANNUAL REPORT 2016: FORMED BY VALUES (PAGE 154)Stakeholder Engagement MethodsLEVEL OFENGAGEMENTSTAKEHOLDERSTHEIR EXPECTATIONSInvestmentcommunity(investors, analysts)and media Stable and sustainable distributions Solid operational and financialperformance Effective business strategy and outlook Timely and transparent reporting S
Sustainability Report 2015: Innovative Solutions Through Experience & Technology CIMB Group Holdings Berhad Sustainability Report 2015: Asean Catalyst DiGi.Com Berhad Sustainability Report 2015: Your Favourite Digital Partner Fuji Xerox Asia Pacific Pte Ltd (Malaysia Operations) Sustainability Report 2015: Towards Greater Innovation
