OUR STRATEGIC CONTEXT 76 Responsible Retail Practice and Customer Care - Key Risk Snapshot Area Summary Risk Impacts Customer injuries, unsafe facilities, or food safety incidents across retail, indoor golf, events, and food and beverage operations could lead to legal liability, compensation costs, reputational damage, and loss of customer trust, potentially affecting revenue and brand credibility. Risk Drivers Customer-facing environments, store and facility safety conditions, service inconsistencies, and insufficient frontline awareness or escalation. Risk Profile Moderate likelihood, medium potential impact. Governance & Oversight Operational oversight by retail and business unit heads, governance oversight by the OSH Committee and management, with outlet-level supervision serving as first-line safety coordinators and incident escalation mechanisms. Risk Management Approach Customer-facing safety procedures, staff training, incident reporting, customer care processes, and ongoing service quality monitoring. 2025 Performance Indicators One recordable customer injury and continued frontline awareness on customer health and safety procedures. Financial Pathway Effective customer safety and service management help reduce operational disruption, protect brand reputation, and support repeat business and customer loyalty. Forward Outlook Continue strengthening frontline awareness, incident prevention, service consistency, and customer feedback monitoring. Actions and Initiatives in 2025 In 2025, the Group continued to strengthen accountable and ethical operations through a combination of governance controls, employee awareness efforts, customer-facing operational discipline, and continuous monitoring of compliance-related indicators. Key focus areas during the year included maintaining strong ethical conduct expectations, reinforcing data protection and cybersecurity awareness, strengthening internal controls, and supporting safe and responsible customer-facing operations across stores and facilities. The Group also continued to monitor relevant governance indicators, maintain internal reporting and escalation channels, and reinforce management oversight across data protection, ethical conduct, and customer-related risk areas. Performance and Outcomes For the financial year ended 31 December 2025, the Group maintained strong governance-related performance outcomes across key accountable and ethical operations indicators. 97% 98% employees received data security and privacy training FY2024: 27% employees received refresher ABCML training FY2024: 95% SUSTAINABILITY STATEMENT
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