MATERIALITY MATTERS (cont’d) We are also equipping all our agents with the necessary skills to enable them to attend to customers’ feedback using multiple channels available. Efforts are also underway to review the survey questionnaires towards having a more comprehensive survey and ensuring the customers a better service. In addition, MYEG aims to further digitalise feedback channels, especially the e-mail system and live chat system so that there is less reliance on manual feedback forms. By doing so, customers will have more options to provide their feedback, which will encourage more of them to submit their feedback to the Group. MYEG will continue to focus on improving our customer satisfaction performance. One of the services, SafeTravel, has been discontinued due to a decline in the number of incoming calls and emails. However, the re-activation of live chat now provides customers with more channels to reach out to our customer service team. Additionally, our chatbot service was also successfully introduced and deployed in October 2022, enabling simple inquiries to be attended to. Customers wishing to provide feedback to us can contact our e-mail at help@myeg.com.my or call 03-7801 8888. ENVIRONMENTAL CLIMATE CHANGE AND EMISSIONS The issue of climate change is regarded as a material topic of significance for MYEG due to its ability to significantly impact the environment, community and other valued stakeholders in a negative manner. The Group remains committed to mitigate its environmental footprint to reduce the actual impacts and potential threats of climate change, in particular when it comes to the Group’s consumption of electricity and production of emissions. MYEG’s Board and Senior Management are cognisant of the increasing risks posed by climate change and the Group is structured in a way that gives the Board key oversight over policies and management of the climate change topic at the Group. MYEG’s business model, which is the delivery of electronic government and commercial services, is for the most part, not directly impacted by climate change issues. Similarly, the Group’s business model is also not resource-intensive in terms of the consumption of energy and other natural resources. However, we understand that the expansion of the Group’s foreign worker hostel business can lead to an expansion in energy and resource consumption and consequently emissions. Nevertheless, the Group intends to incorporate green building standards that pay attention to air quality and waste management for its hostel projects, contributing toward the reduction of environmental impacts. Furthermore, in line with its business expansion plans, MYEG may also see a short-term increase in its delivery fleet of cars and motorcycles to meet the growth in service demand which can impact climate change via vehicle emissions. However, in the medium to long-term, MYEG’s application of blockchain will enable more services to become 100% digital and thus reduce the requirements for physical delivery to complete the last mile loop. Improved processes in turn lead to increased efficiency and productivity, which will translate into reduced energy consumption, reduced waste produced and other ecological benefits. Given the immense potential of blockchain solutions in mitigating climate change impacts, Zetrix has the capacity to help facilitate the emergence of a vibrant and accessible carbon credit market that meets MYEG’s requirements and also facilitates carbon credit trading by smaller companies to monetise / offset their emissions. Specifically, Zetrix can be leveraged to enable the tokenisation of carbon credits, which then promotes a simpler trading mechanism that smaller companies can afford. This is in contrast to conventional carbon trading platforms, including voluntary carbon markets which are more structured to meet the requirements of larger companies. The Board may also consider linking remunerations to the achievement of climate change and other sustainability targets via additional incentive-based remunerations. This will be further discussed by the Board. MYEG also remains cognisant that there are environmental impacts that occur outside of its direct control, arising from the operations of its suppliers and business partners across its value chain. MYEG has committed to establishing a policy to prioritise vendors who offer Green Technology (“Greentech”) solutions and offer certified sustainable products and services. Aside from existing stringent policies formulated to guide the conduct of third parties, the Group will also continue to explore strategies to facilitate effective engagement with its value chain. 88
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