p.181 1 2 3 4 5 6 7 8 9 SUSTAINABILITY STATEMENT p.180 UEM EDGENTA BERHAD INTEGRATED ANNUAL REPORT 2022 SOCIAL VALUE CREATION SOCIAL VALUE CREATION Human Rights Assessment Customer Satisfaction ALIGNING OUR STANCE ON HUMAN RIGHTS The issue of human rights is vital across our value chain and we commit to complying with all local and international laws on forced labour, child labour and labour rights. To this end, we comply with the following regulations that enforce a strict prohibition on the employment of children and young persons or the use of forced labour in a company’s operation: Our commitment is showcased within our employment practices and incorporated into our Code of Conduct and we strongly expect the same level of commitment from parties within our supply chain, safeguarding this intention through the implementation of our Business Partner Code of Conduct. Partners in our supply chain are required to comply with all applicable labour, employment and human rights legislation encompassing but not limited to minimum wage, minimum age for employment and maximum hours of work. In addition, vendors are required to pledge their responsibility in safeguarding basic human rights practices via our Vendor Letter of Declaration. The Group recorded zero confirmed cases of forced, indentured, bonded or involuntary labour at our project sites or in operation offices. Furthermore, there were zero incidences of child labour in our project sites and similarly, there were zero incidents of discriminations or breaches related to freedom of association and collective bargaining during the year. UPHOLDING OUR COMMITMENT TO CUSTOMER SATISFACTION Our customers are a fundamental stakeholder and their satisfaction heavily influences our success and growth. With this in mind, we impress on our people the imperative of ensuring the highest level of customer satisfaction and always ready to address any feedback or complaints that are received. We currently practice two key approaches in gathering feedback from our customers. Firstly, through a passive approach, feedback and complaints from our customers are reported directly to our management team (i.e. sales and administrative personnel), upon which the matter reported is reviewed, deliberated and addressed while a reply is provided to the customer that has submitted the report. Secondly, we have also adopted a proactive approach whereby we disseminate a Customer Satisfaction Form to customers every six months. From this survey, all feedback received is compiled within a dashboard and presented during the next management review meeting. Where necessary, the respective Person in Charge for the business unit in question is tasked with addressing the gaps identified or developing an enhancement to the process that has caused the dissatisfaction. In order to ascertain that the necessary safeguards are in place to maintain the safety and privacy of our customers’ data, we have made continuous improvement over the development and monitoring of our practices that ensure the protection of data confidentiality. With that, the current Customer Satisfaction Survey (“CSS”) exercise which generates a Group-wide CSS Score, has been incorporated as a crucial component of our corporate scorecard’s KPIs. Based on the CSS Score, our business units are able to continually monitor the quality of their products and services and the quality of their customer relationships. For the reporting period, we achieved an overall average CSS score of 88%. Protocol of 2014 to the Forced Labour Convention, 1930 Children and Young Persons (Employment) Act 1966 (Act 350) – Malaysia Children and Young Persons Act 1993 – Singapore The Protection of Children and Youths Welfare and Rights Act – Taiwan UAE’S Labour Law – The UAE 1 2 3 4 5
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