AL-SALAM REIT ANNUAL REPORT 2019

Sustainability Report 79 ANNUAL REPORT 2019 AL-SALĀM REIT • PARTNER Procurement / Supply Chain Management The Manager aims to achieve the best practices when engaging with all kinds of stakeholders across the supply chain. As such, this begins by dealing with the right suppliers to obtain the optimum benefit. The Manager ensures that the appointment of outsourced service providers and suppliers go through a fair comparison in line with the standard operating procedures and are constantly applied as part of the procurement process. Apart from the pre-qualification of outsourced service providers and suppliers, an annual evaluation is conducted to ensure continuous satisfaction in the deliverables to the Manager and the REIT. As at 31 December 2019, the Manager is proud to emphasise that the outsourced service providers and suppliers appointed are locally-based. Tenant Management The Manager cooperates with a professional leasing consultant to ensure that the best quality tenants are engaged and retained through an annual tenant evaluation. The table below shows the number of complaints from the tenants; as at December 2018 versus as at December 2019: Number of Complaints Entity 2018 2019 KOMTAR JBCC 641 1327 Menara KOMTAR 175 247 Pasaraya Komuniti @Mart Kempas 14 27 The increase in the number of complaints is due to the wear and tear of building assets / assets components that need replacement such as lighting, piping and other consumables. To preserve a harmonious relationship, the Manager also conducts a tenant feedback survey on a periodic basis and provides various means of feedback channels. As at 2019, it was reported that the tenants reported an average satisfaction score of approximately 80% for KOMTAR JBCC, Menara KOMTAR and Pasaraya Komuniti @Mart Kempas. On a continuous basis, the Manager aims to address all concerns effectively and efficiently. Shopper Management The Manager takes priority to ensure the shopper have a valued experience at KOMTAR JBCC and reaches out for any feedback via various means. As at December 2019, it is reported that there were 11 complaints. CORPORATE SOCIAL INVESTMENT The Manager continues to put in Corporate Social Responsibility (CSR) efforts in various ways. Some of the key CSR initiatives throughout the year are highlighted below: • Autism Celebration at KOMTAR JBCC with exciting activities focusing in special needs children with autism. • LED Screen Support, an awareness program highlighted on the importance of branding support for the existing tenant at KOMTAR JBCC. • Provision of promotional spaces / booths at Pasaraya Komuniti @Mart Kempas throughout the year. • Donations of daily supplies and cash vouchers during events at Pasaraya Komuniti @Mart Kempas. • Sponsorship of venue for crowd puller purposes at KOMTAR JBCC along with rebate and discounts during events. • In-house tenant support collaborating with Angry Bird Entertainment Park with great deals and offer of sales merchandise and ticket. • Festive season celebrations such as Hari Raya CSR open house, Chingay celebration and Christmas CSR activities at KOMTAR JBCC.