87 Sustainabi l i ty Sect ion 03 Annual Report 2022 SUSTA INAB I L I TY STATEMENT CUSTOMER SATISFACTION & TRUST At Ranhill SAJ, the management approach to customer service and satisfaction is driven by Ranhill SAJ’s ISO 9001:2015 certified Quality Management System (“QMS”). The QMS is also consistent with the KPIs and performance targets set by water industry regulator, SPAN. Essentially, the QMS covers a wide range of aspects related to customer satisfaction. These include water quality, water supply and water pressure, as well as customer service levels, customer complaints resolution times and rates, and opening and closing of water accounts. All KPIs are supported by Service Level Agreements (“SLAs”) which state by when complaints must be resolved or escalated to higher levels based on the severity of the case. FY2022 CUSTOMER SURVEY In FY2022, Ranhill SAJ, implemented a state-wide customer survey. The survey aimed to solicit customer feedback on the following five aspects: Following are the findings and results from the aforementioned survey: Customer Services Data FY2020 FY2021 FY2022 Customer satisfaction scores (%) Nil Nil 89 Customer complaints received 163,116 153,721 169,673 Customer complaints resolved 163,116 153,721 169,673 Resolution rate (%) 100 100 100 Number of substantiated complaints concerning breaches of customer privacy and losses of customer data 0 0 0 Total number of identified leaks, thefts, or losses of customer data 0 0 0 Number of complaints from regulatory bodies 81 55 77 Section B: Quality of water supply services according to significance Section A: Water supply quality services Section C: Current issues encountered by consumers Section E: Demographics Section D: Consumer awareness
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