Chemical Company of Malaysia Berhad Sustainability Report 2019

As part of its ISO 9001:2015 management system commitment, CCM Chemicals ensures that all channels for itscustomers to issuecomplaintsarewell implemented and readily accessible. For the year under review, CCM Chemicals received a total of 99 complaints all of which were addressed. Where complaints involved product exposure to the environment or people, CCM Chemicals representatives and the Chemical Emergency Service teams responded immediately and took the necessary mitigatory actions to prevent any recurrences. The Chemicals Division also undertook these specific follow-up actions in FY 2019: • Implemented an on-time scheduled road tanker maintenance programme; Strengthened communication between Logistic, Customer Service, Plant and other related departments with Sales serving as a beacon; • Conducted continuous safe-handling training for drivers to ensure safe product delivery as well as to ensure compliance with safety regulations at customer sites; • Developed a more interactive and extensive training format to ensure customers handle chlorine properly and understand CCM’s system better; • Implemented a First In First Out (FIFO) system for Chlorine Drums with 100% inspection before delivery to customers; and • Established a checklist for small-pack delivery which was disseminated to all relevant staff. In FY 2019, the Polymers Division received 38 complaints of which only nine were justified cases. These nine complaints relating to product quality were marginally lower than the 11 complaints received previously. The Division perceives that its customer complaint cases are well under control as they are meeting the target set by the Department of Quality which is “to control justified customer complaints to less than 15 cases per year”. The Polymers Division identified the root causes of all nine complaints it received and implemented the following measures to mitigate all such recurrences: • Tightened control prior to delivery to customer; • Developed a product stability library; • Developed an improved formulation (new Bill of Materials created, changed to another product grade); and • Inspected packaging and labels before filing and transferring goods. Category Root cause Corrective Actions Product Specification Product deterioration (lumpy); product not meeting specs. Tighten process control and delivery; tighten inspection prior to delivery; develop a product stability library. Application Product inconsistency (i.e. cratering defect, poor wetting behaviour, unsuitable for customer process parameters, powder marks). Tighten process control; develop improved formulation; develop a product stability library. Packaging Product leakage; no product label. Change to two seal plastic bag and increase bag thickness; tighten the packaging inspection process; inspect packaging before the filling process; inspect the product label after the filling process and before transfer to the finished goods area. | Our Commitment to Sustainable Social Practices | 50 CHEMICAL COMPANY OF MALAYSIA BERHAD