SUSTAINABILITY STATEMENT FYE 2025 (CONT’D) SOCIAL RESPONSIBILITY (CONT’D) Quality and Customer Satisfaction Maintaining high service standards in the provision of offshore vessels is essential to building customer trust, strengthening long-term relationships and supporting sustainable business growth. The Group’s commitment to quality and customer satisfaction is guided by its ISO-certified quality management system. Customer complaints are addressed through a structured process involving prompt issue identification, investigation, corrective action and follow-up monitoring to ensure effective resolution. In addition, the Group’s Risk Register for Tender and Commercial activities supports the management of customerrelated risks and the continuous improvement of service quality. To better understand customer needs and expectations, the Group conducts a customer satisfaction survey annually. Labour Practices and Standards A thriving and sustainable work environment is dependent on positive labour practices. By providing comprehensive benefits, training and development opportunities, we aim to cultivate a team of qualified and skilled professionals focused on delivering superior vessel chartering, accommodation and offshore services to our clients. Keyfield is committed to upholding human rights by fostering a safe, fair, and inclusive workplace. Guided by our Human Rights Policy, Employee Handbook, and supporting workplace policies, the Group promotes dignity, non-discrimination, and responsible conduct in all operations. Grievance procedures and reporting channels are in place to support employees in voicing their concerns in a safe and confidential • Achieve minimum average customer satisfaction score of 4.0 out of 5. TARGET Average Customer Satisfaction Survey Score FYE 2024 FYE 2025 4.6 4.5 4.4 4.3 FYE 2024 4.5 FYE 2025 4.4 manner. In FYE 2025, the Group recorded zero substantiated complaints regarding human rights violations. Our Employee Handbook, in line with International Labour Organization (“ILO”) standards, includes grievance procedures and is provided to all employees upon induction. In accordance with the Employment (Amendment) Act 2022, we have extended maternity leave to 98 days and provide seven days of paid paternity leave to married male employees with at least one year of service. Employee Benefit Our competitive benefits package is designed to attract and retain top talent, fostering a supportive work environment that enhances employee satisfaction and well-being. Employee Referral Scheme Company Trip Insurance coverage Professional certification fees Professional membership fees Long Service Award Perfect Attendance Incentives Gifts and wreaths Medical and dental / optical benefits ZERO Number of substantiated complaints concerning Human Rights Violations (FYE 2025: 0) (FYE 2024: 0) (FYE 2023: 0) 74 KEYFIELD INTERNATIONAL BERHAD 202001038989 (1395310-M)
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