58 59 Environmental Stewardship About This Report Who We Are Progressing Towards A Sustainable Future Managing Our Sustainability Risks Good Governance Sustainable Economic Growth KENANGA INVESTMENT BANK BERHAD Sustainability Report 2022 Awards and Recognitions Empowering People and Communities GRI Content Index ESG Performance Data CLIENT EXPERIENCE [GRI 417] WHY IT MATTERS As a homegrown brand that has evolved and grown over the last 50 years, we recognise that our success is the result of our relationships with our clients. Having served over 500,000 Malaysians, we remain committed to continue delivering excellence through our products and services by putting our clients at the centre of all that we do. OUR APPROACH Guided by policies aligned to applicable laws and regulations, we aim to ensure our marketing materials are accurate, transparent, and accessible. We are committed to addressing client concerns in a timely and effective manner. With this approach, we continue to build lasting client relationships and demonstrate our commitment to providing good services and support. Responsible Marketing & Communication All information contained in prospectuses and memoranda are made available to the public in accordance with key applicable laws and regulations established by: Administered/Regulated by Law and Regulation Bank Negara Malaysia Financial Services Act (2013) Ministry of Domestic Trade, Co-operatives, and Consumerism of Malaysia Consumer Protection Act (1999) Advertising Standards Advisory Malaysia Malaysian Code of Advertising Practice Companies Commission of Malaysia Company’s Act 2016 Section 30 (2) Bursa Malaysia Bursa Securities Rules & Bursa Derivatives Rules Securities Commission Malaysia Guidelines On Advertising For Capital Market Products And Related Services With regard to the creation and distribution of promotional and marketing materials, we have a set of internal procedures to further uphold our standards. All employees have access to the following guidelines via the Intranet: Our intermediaries such as, agents and remisiers are provided with relevant information and training that emphasises the importance of upholding and demonstrating high standards of ethics and honesty in client interactions. All our remisiers are required to comply to the Group Code of Conduct to ensure our services are delivered with integrity. Any complaint received must be directed to the appropriate Complaint Officer for further action, in accordance with our Group Complaint Handling Policy. Establishing a Client-Centric Strategy Our focus is centred on listening and catering to the diverse needs of our clients. To facilitate two (2)-way communication with all our existing and prospective clients, we utilise several channels such as the ones listed below to actively seek and gather feedback from our clients to help improve their experience with us. Digital Communications Platforms • Promotional updates, product information and corporate news are constantly updated on all our digital communication touchpoints, which include product websites, corporate website, Facebook, Instagram, LinkedIn, Telegram and TikTok • Digital touchpoints enable direct client interaction, where we monitor and respond to queries, feedback and complaints that come through Telephony Support • Our customer helplines offer access to information, advice and handle customer queries and complaints via toll-free numbers. For more information, please visit, https://www.kenanga. com.my/contact-us Physical Branches • In tandem with digital channels, we also serve our clients via 34 physical branches nationwide. For more information, please visit, https://www.kenanga.com.my/branches Advertising Policy Outlines guiding principles, regulatory requirements, and guiding frameworks for Kenanga Group’s communications through the use of traditional and digital advertisements. Social Media Policy Contains guiding principles and an employee participation framework that sets expectations for appropriate behaviour which outlines procedures and guidelines for the Group’s communications on its social media platforms. Media Relations Policy Establishes guiding principles and a framework within Kenanga and its subsidiaries in its engagements with print, electronic and broadcast media. Group Complaint Handling Policy Establishes guiding principles and a framework within Kenanga and its subsidiaries for its complaint handling processes and procedures for all stakeholders. SUSTAINABLE ECONOMIC GROWTH SUSTAINABLE ECONOMIC GROWTH In 2022, there were no significant cases or public reprimands of non-compliances related marketing, labelling and communications recorded for the Group.
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