ENHANC ING GOVERNANCE ACROSS THE GROUP Sect ion 09 67 SUSTAINAB I L I TY Report 2022 ENHANC ING GOVERNANCE ACROSS THE GROUP 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 The survey also indicated that a majority of the public (54%) are not in favour combined billing for water and sewerage charges. CUSTOMER SATISFACTION AT RPI and RPII Both of Ranhill’s power plants are ISO 9001: 2015 certified and in compliance to the standard, have established clear management protocols and KPIs for quality of services and customer satisfaction comply with statutory and regulatory requirements, in line with the Company Quality Policy. RPI is also ISO 27001:2013 while certification of the same is in progress for RPII. Both plants are in process of undertaking ISO 45001:2018 certification. Strict adherence to the management protocols has enabled excellent customer satisfaction performance. The Lead Auditor and Management Representative at RPI and RPII are responsible for ensuring compliance for customer satisfaction and service quality. 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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