MSM Malaysia Holdings Berhad Annual Report 2019

SUSTAINABILITY REPORT Engaged & Ethical Marketplace Practices MSM’s core strength is the quality of its sugar products and reliability in service levels. Constant focus is directed towards maintaining and elevating customer satisfaction levels. These include proactively notifying our customers of our reliable service delivery commitments, encouraging feedback through a well managed dedicated online customer service channel at consumer@msmsugar.com , improving the efficiency and responsiveness of our support services, regular engagements to assess customer satisfaction and taking prompt action on feedback, issues or complaints on our products or services. Knowledge-Sharing with Industry A fundamentally sound and informed industry knowledge base is essential in building a sustainable economy. MSM believes in contributing to industry development and invests time to actively engage in events and discussions on current economics and industry challenges that help evolve industry practices. The Group’s years of active participation and engagement with industry stakeholders has been noted and in 2019 MSM was involved in several discussions and sessions with relevant ministries and authorities including Ministry of Domestic Trade & Consumer Affairs (KPDNHEP) and Ministry of Primary Industries (MPI) to discuss on the current issues pertaining to national economy, sugar industry and trading. MSM was also honoured with invitations to participate in several industry events such as Deloitte’s ‘Integrated Reporting: Leap to Sustainable Value Creation’ where MSM, as a panel member, shared its journey of producing an integrated annual report. MSWG-ASEAN CORPORATE GOVERNANCE AWARDS 2018 LIST OF TOP 100 COMPANIES FOR CG DISCLOSURE (BY RANK) 38 LIST OF TOP 100 COMPANIES FOR OVERALL CG & PERFORMANCE (BY RANK) 60 MSM Malaysia Holdings Berhad | Annual Report 2019 50