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Maxis Berhad
Annual Report 2014
To support the implementation and effectiveness of the Code, there is an established Office of Business Practice to provide policy
guidance and to facilitate compliance. The Office of Business Practice will continuously look at ways to enhance the Group’s highest
standards of business conduct and ethics, and to benchmark these against best practices. In addition, there is also an Ethics Hotline,
which serves as a safe and effective channel to allow employees or parties dealing with us to report any observed behavioural
inconsistencies which are not in accordance with the general standards and business ethics.
5. Revenue Assurance
The Revenue Assurance department is responsible for the continuous monitoring of potential revenue leakage that may arise from
day-to-day operations. Processes and controls within the revenue cycle are reviewed on a rotational basis to ensure they function
effectively and efficiently. This includes performance and examination of regular test calls, reconciliations of chargeable transactions
from network and IT systems to the billing systems and independent rating of key services via automated tools. These findings
and corresponding actions taken are reported to the Management on a monthly basis. Key issues on identified revenue leakages
and mitigation action taken are reported to the Audit Committee on a half-yearly basis. The Revenue Assurance department meets
key stakeholders on an ongoing basis to address key revenue assurance issues and drive revenue assurance initiatives across the
Group.
6. Subscriber Fraud Management
The Subscriber Fraud Management (“SFM”) function complements the Revenue Assurance function. While the Revenue Assurance
function reviews controls within the revenue cycle as indicated above, the SFM function monitors daily subscriber calls on a near
real-time basis. Appropriate actions are taken immediately for suspected fraudulent calls, using an industry developed system to
monitor call patterns on a 24/7 basis throughout the financial year and other manual reporting investigations. It also reviews key
new services and products for possible fraud risk and recommends counter-measures. Fraud findings with remedial actions taken
are reported on a half-yearly basis to Management and presented half-yearly to the Audit Committee.
7. Business Continuity Planning
The Business Continuity Planning (“BCP”) function is responsible for identifying activities and operations that are critical to
sustain business operations in the event of a disaster. These include facilitating the building of additional redundancies in network
infrastructure, establishing alternate sites where key operational activities can be resumed and mitigating the risk of high-impact
loss events through appropriate insurance coverage. A risk-based approach is applied in identifying the key initiatives and their
levels of importance by reviewing critical systems and single-point of failures as well as their impact on the business of the Group
as a whole. During the financial year, selected critical areas as identified by risk priority were tested to assess the effectiveness of
the implemented BCP initiatives. These tests were successfully executed and the progress of these initiatives was presented half-
yearly to the Audit Committee. Since January 2014, Maxis is also certified under ISO 22301, the international certification standard
for Business Continuity Management systems.
8. Regulatory
The Regulatory function ensures compliance with the Communications and Multimedia Act 1998 (“CMA”), and its applicable rules
and regulations, which governs the Group’s core business in the communications and multimedia sector in Malaysia. As a licensee
under the CMA, the Group adheres to its licensing conditions, as well as economic, technical, social and consumer protection
regulations embedded in the CMA and its subsidiary legislation. The Group actively participates in new regulatory and industry
development consultations initiated by the regulator, MCMC.
The Regulatory function also frequently engages MCMC and KKMM in discussions on pertinent industry issues.
Statement on
Risk Management and Internal Control
