(Total Score/20 x 100%) 85% 00 100% SCALE OF SCORES (Total Score/20 x 100%) Complaints/Comments Received • After Sales Service • Qual ity of Product/ Service • • Punctual ity Calculation Method CRITERIA PERFORMANCE EVALUATION • Price Poor 0-39% Moderate 40-59% Good 60-79% Very Good 80-100% S E C T I O N 4 S U S T A I N A B I L I T Y S T A T E M E N T 89 SUSTAINABILITY STATEMENT Procurement and Supply Chain Management Due to the nature of the business as a fund manager and depending on the nature of the leasing agreement, Al-Salām REIT has a minor role in the procurement of contractors and service providers for its properties. For triple net lease agreements, all supply chain decisions and property expenditures are borne by the tenant, whereas for other properties, any construction works or total replacement of assets require the approval of the REIT’s trustee, and management services are controlled by the REIT’s property managers. However, the REIT is aware that all procurement decisions and supply chain management will ultimately affect operations, and therefore it monitors these decisions wherever possible. The REIT monitors the progress of any construction works after approval by its trustee, and require that its property managers report on electricity consumption within the properties. The REIT also monitors the supplier/contractor/service provider screening and evaluation process. The screening criteria includes SSM registration, price, work experience, and previous clients. Performance evaluations are conducted twice a year where the stakeholders are ranked on a scale of one (1) to four (4) based on specific criteria. In the event of poor performance, the stakeholder is sent a reminder by letter or email to improve. Another important aspect of responsible procurement is sourcing services locally where possible. This not only reduces greenhouse gas emissions but also contributes to the development of the local economy. In this reporting period, 100% of Al-Salām REIT’s procurement budget was expended locally. STRONG SOCIAL RELATIONSHIPS Tenant and Customer Satisfaction The performance as a REIT heavily relies on the satisfaction of the REIT’s tenants and customers. The REIT strives to secure their satisfaction, subsequently securing long-term tenancy. To determine the satisfaction levels of its tenants, the REIT conducts satisfaction surveys twice a year. Tenants are required to rank various categories as sufficient, satisfactory, good or excellent. The categories include cleanliness, security, technical aspects, concierge, car park facilities, food courts, as well as marketing and promotions. In this reporting period, the REIT recorded an average score of 85% across its properties. Another important facet of managing tenant and customer satisfaction is responding to and resolving complaints efficiently. Within its properties, the REIT uses the ServeDeck system for monitoring and resolving complaints and other issues (mechanical, electrical, cleanliness, etc), submitted by the scanning of a QR Code placed in public areas such as the lift lobby and toilets. In the year under review, most of the complaints/issues received across properties were technical in nature. KOMTAR JBCC also received complaints pertaining the carpark while Pasaraya Komuniti @Mart Kempas received complaints about cleanliness and security. The average percentage of complaints/issues resolved in FY2021 across the REIT’s portfolio was 96%. Generally, complaints/issues are addressed and resolved within a day of receiving them. Average Satisfaction Score
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