GHL System Berhad Annual Report 2017

GHL SYSTEMS BERHAD 52 SUSTAINABILITY STATEMENT The Group embraces values of corporate responsibility and sustainability management in its business operations and activities. The GHL Values demonstrates the Group’s commitment towards the need for transparent business practices that encompass ethical values and respect at its workplace, the marketplace, the community and the environment. The GHL Values is available in the Code of Ethics and Conduct. The Sustainability Statement provides an overview of the Group’s sustainability practices for financial year ended 31 December 2017 in the areas of corporate governance, providing a hazard free and harmonious working environment for all employees, upholding stakeholders’ interests, and contributing to the communities. WORKPLACE The Group values our employees as key assets for the sustainable success of its operations and acknowledges that having a quality working environment develops employees’ efficiency, effectiveness and quality of life. Human Resource (“HR”) Policies and Procedures comply with relevant legislations to ensure that the Group embraces equality, diversity and innovation. The Group promotes GHL Values “ Teamwork ” and “ Boleh Attitude ” by continuously pursuing efforts in motivating and developing the workforce by encouraging employees to seek self-improvement through training programmes which would offer opportunities for career development. The following are staff activities during the financial year demonstrating the Group’s efforts to create a healthy and conducive workplace: • Employee Survey 2017 • Town hall meetings • New hires feedback session • Employee performance appraisals • High Potential Employee Development (HIPO) Program – Program focuses on talent development and talent retention by building leadership and other relevant competencies of high potential employees. • Nutrition Talk – Spread awareness of having a balanced nutrition for optimum vitality • GHL Chairman Championship 2017 – Badminton competition involving colleagues from Malaysia, Philippines and Thailand • GHL Walk and Cruise Hunt 2017 MARKETPLACE Being in the Fintech industry, the Group recognises the significance to uphold ethical and trustworthy marketplace practices to sustain competitive advantages and long-term relations with customers and merchants by conducting businesses and operations with integrity and transparency. In promoting the GHL Value “Customer is the Boss”, the Group makes every effort to create a positive customer experience by enhancing our products and service deliveries; and meeting our customers’ preferences and needs by taking into consideration the interest of both parties in terms of fairness in all aspects. Customer support and loyalty is critical to the success of our business. Hence, engagement channels such as 24 hours customer service, online platforms (corporate website, social media, smartphone applications and mobile messaging) and customer satisfaction surveys are provided to monitor customers’ trust and confidence towards the Group. As a manifestation to our commitment towards providing value to our customers, we were awarded by Payments Network Malaysia Sdn Bhd (Formerly known as Malaysian Electronic Clearing Corporation Sdn Bhd) the Malaysian e-Payments Excellence Awards for Top MyDebit Acquirer (Non-Bank). In embracing new ways of doing business and improving customer service, GHL Systems Berhad’s partnership with Alipay has successfully turned on and enabled over 5,000 outlets across Malaysia, to commence accepting Alipay as a payment option. This provides a platform to better connect merchants with Chinese customers and boosts Chinese tourist spending at these merchants. The Group also places emphasis on training in respect of our products and services and product enhancement by providing briefings to merchants upon installation of terminals, e.g. anti-money laundering briefings, to ensure that customers are familiar, accustomed and satisfied with our products and services.