Dagang NeXchange Berhad Annual Report 2018

Customer Satisfaction As a company that serves over 25,000 users in the trade facilitation and logistics fraternity, we are constantly working on enhancing our customer experience, making sure that their expectations are met and often surpassed in order to maintain customer loyalty. Our company continually invests in employee training to ensure a positive customer experience across all touch points of our operations. On the customer support front, we have Careline, a taskforce fully dedicated to assisting our customers with their problems and queries via phone and email, 24/7. We also regularly conduct training for our stakeholders. We launched the Dagang Net mobile application in 2017 to provide our valued customers an easier way to access a wealth of information on our services, solutions and announcements, anywhere and anytime. The free application is available on both iOS and Android platforms. Customers can also access the same features available on the app through www.mydagangnet.com website. Meanwhile, to measure the level of our customers’ satisfaction, we are guided by ratings and inputs collated by our regular Customer Satisfaction Index survey. This is crucial as we rely on our customer’s feedback to gauge the effectiveness of our initiatives, such as the Customer Excellence Programme that we implemented in 2016. Since the implementation of the programme, the average processing time has been reduced by 50%. In fiscal 2018, we conducted two customer surveys, and the results showed a 6% increase in customer satisfaction from last year, due to improved service quality and time. We also successfully maintained our SIRIM’s Customer Service Management Best Practices Recognition Scheme after completion of audit exercise by SIRIM. Renewable annually, this certification covers customer service and operations of Dagang Net. Customer Privacy and Data Protection We take our responsibilities in protecting the privacy and security of data entrusted to us very seriously. This includes securing the confidentiality of our customer's personal communications, respecting their permissions and preferences, and protecting and securing other customer information. We have pledged to protect all personal data in respect of commercial transactions that relates directly or indirectly to our customers, which was collected, processed and retained by Dagang Net, under our Privacy Policy, which was formulated pursuant to the Personal Data Protection Act ("PDPA") 2010 in Malaysia. We are also ISO 27001:2013 certified for Information Security Management System. Corporate Governance & Whistleblowing Policy In embracing our vision to be a leading multinational corporation that is trusted for its world class services and expertise, we strive to be an organisation that is not only profitable but also one that stands true to our “Clean” core value, in which we seek to conduct transparent business, and to instil a culture of integrity. Our Board is committed to achieving a high standard of Corporate Governance throughout the organisation and has applied the principles and recommendations of the Malaysian Code on Corporate Governance 2017 (“MCCG 2017”) issued by the Securities Commission Malaysia and provisions in the Main Market Listing Requirements of Bursa Malaysia Securities Berhad (“Bursa Securities”). For an overview of our Corporate Governance Overview Statement, please refer to pages 54 to 67 of this Annual Report. We have also incorporated several policies in managing the operations of the company, such as the Code of Conduct (“Code”), which require all officers and employees to observe high standards of business and ethics in carrying out duties and responsibilities. In addition, our Whistleblowing policy has been formulated and updated with a view to provide a mechanism for officers and employees of the company to report instances of unethical behaviour, actual or suspected fraud or dishonesty or violation of the Code. The types of malpractices covered under the policy include soliciting or accepting bribe or any illegal gratification, participating in unauthorised financial transactions and breach of fiduciary relationship. Our implementation of the Whistleblowing Policy is also in line with Section 587 of the Companies Act 2016 where provisions have been made to protect Company Officers who make disclosures on breach or non-observance of any requirement of provisions of the Act or on any serious offence involving fraud and dishonesty. The complete Whistleblowing Policy is available on www.dnex.com.my/whistleblowing- policy. Business Continuity Plan As a company that is responsible in managing and operating the National Single Window, it is imperative that we implement a robust and comprehensive Business Continuity Plan (“BCP”), one that also refers to a Crisis Management Plan and a Disaster Recovery Plan. The BCP sets out several possible scenarios as well as guidelines for BCP Training, Awareness and Testing. We conduct BCP tests periodically to ensure that, amongst others – procedures are complete and workable, resources available at the alternative site are usable and ready, and relevant personnel are competent and aware of their responsibilities. By maintaining a comprehensive BCP, we can ensure the recovery of critical business processes and continuity of its day-to-day business operations amid threats, disasters and calamities. 83 Annual Report 2018 Sustainability Report SUSTAINABILITY REPORT