ENHANC ING GOVERNANCE ACROSS THE GROUP 09 Sect ion 66 Ranhi ll Ut i l i t i es Berhad ENHANC ING GOVERNANCE ACROSS THE GROUP PUBLIC HEALTH AND SAFETY The topic of public health and safety is most material to Ranhill SAJ as a provider of potable water, RBSB which is involved in construction projects and the Energy sector comprising RPI and RPII who operate the Teluk Salut and Rugading power plants respectively. Ranhill SAJ ensures that water quality and services comply to the KPIs set by industry water regulator, SPAN. Specific information on Ranhill SAJ’s performance in relation to SPAN’s KPIs is provided in Appendix Two of this report. All operational sites such as WTPs, reservoirs and dams have been secured and where necessary, guarded by security personnel. This is to prevent members of the public from accessing these locations which can affect operations and to also prevent any untoward incidents such as drowning or sabotage. Training is also provided to all security personnel towards ensuring they are able to effectively discharge their duties and they have a basic understanding of human rights. This is to ensure that any enforcement action taken on intruders is within the ambits of the law. At all sites, various signs informing and reminding the public on unauthorised entry are displayed. When undertaking pipe rehabilitation, replacement or repair works, construction works are undertaken in accordance to SOPs set by the authorities. This includes ample placements of warning signs so that the public is aware of such works and can take precautionary measures if required. Likewise, RWT has also continued to achieve full regulatory compliance for its water operations in terms of water quality and the operations of its WTPs and WWTPs in Thailand. Ranhill’s two power plants’ potential health and safety risks are fires or explosions that may spread to the surrounding vicinity. The company has developed prevention plans for this as well as SOP in the event of such incidents. As such, the risk of this remains minuscule. RBSB, which is principally involved in infrastructure projects continues to ensure all safety precautions have been taken as prescribed by the DOSH. Particularly when construction works are being undertaken close or within locations that have high population density, urban traffic and other higher risk conditions. Public health and safety is further enforced through rigorous monitoring of environmental compliance – ensuring that air emissions, effluents and noise levels are within the permitted levels set out by the DOE. There have been zero major incidents health and safety incidents involving the public. CUSTOMER SATISFACTION & TRUST Customer satisfaction is a prerequisite for customer retention, credible brand reputation and to be invited to participate in tender bids. Pertaining to Ranhill SAJ, continuing to provide uninterrupted, clean water supply at the appropriate pressure levels together with professional customer service at all customer engagements is essential towards retaining high customer satisfaction levels and with that, prompt bill payment and positive brand perception. Presently, Ranhill SAJ has a high bill collection rate of 100.7%. 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, water pressure, as well as customer service levels, customer complaints resolution times and rates, 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.
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