AL-SALAM REIT ANNUAL REPORT 2020

82 AL-SALĀM REIT SUSTAINABILITY STATEMENT Business Continuity Plan - COVID-19 Al-Salām REIT invested on hygiene safety measures, such as thermal scanners, sanitisation supplies and social distancing initiatives. The following precautionary measures and steps have been implemented in all our properties since April: Regular disinfecting and sanitising of common areas and touch points Social distancing Encourage employees to work from home Screening of body temperature at building entrances Encourage the usage of hand sanitizer Increase awareness through circular, reminder and poster/ banner (Avoid 3S & Practise 3W) Encourage the scanning of MySejahtera or recording of personal details for contact tracing The wearing of face masks Public sanitisation program with regulatory bodies (eg. BOMBA, KKM and MBJB) 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 shows the number of complaints from the tenants, as at December 2020 versus as at December 2019: The Service Manager provide various means of feedback and complaint channels such as feedback form, QR code in the mall and direct report to concierge desk. The increase in the number is due to the wear and tear of building assets/ assets components that need replacement such as lighting, piping and other consumables. The Manager has set a benchmark of 3 working days for the Service Manager to respond to complaints and a maximum of 10 days for the complaint to be resolved, unless in cases where a more comprehensive and rigorous corrective and preventive action would need to be carried out more for the complaints to be resolved. In 2020, ServeDeck: Building Management Application is fully utilised; all the feedbacks and complaints are much smarter and friendly to manage and monitor by the manager and supervisor. The Service Manager has recorded an average of 2 days response time and 3 days to resolve complaints. On a continuous basis, the Manager aims to address all concerns effectively and efficiently within the pre-set time frame. Entity Number of complaints 2019 2020 KOMTAR JBCC 1326 504 Menara KOMTAR 340 399 Pasaraya Komuniti@Mart Kempas 27 238 NATURE OF COMPLAINTS Others Cleanliness Maintenance & Repair Customer Service 50% 26% 1% 0% SHOPPER MANAGEMENT The Manager takes priority to ensure the shopper has a valued experience at KOMTAR JBCC and reaches out for any feedback via various means. As at December 2020, it is reported that there was a reduction in shopper complaints to 8 as compared to 11 in December 2019, indicating a better shopper experience. Wash Hand