Chemical Company of Malaysia Berhad Sustainability Report 2019

2019 Customer Satisfaction Survey by the Chemicals Division The Chemicals Division carries out a customer satisfaction survey on a biennial basis based on such considerations as price, delivery, customer service and relationship, document handling, transportation, safety training and technical support, among other things. Following the FY 2017 survey, another one was undertaken in FY 2019 among a total of 156 customers. All customers were required to rate on a scale of 1 to 5 how satisfied they were with CCM Chemicals and their main supplier based on their experience over a period of 12 months (with 1 = very dissatisfied and 5 = very satisfied). CCM Chemicals achieved a 71% or “fairly good” satisfaction rate from the survey against its target of 75%. The 2019 survey indicated that CCM customers were generally satisfied and that there was very low dissatisfaction among customers. The survey also highlighted that one in four customers was neutral in terms of their satisfaction levels and that there were definitely opportunities to improve customer satisfaction over the short-term in areas such as pricing, delivery, customer service and document management. Among the things that made CCM Chemicals stand out from specific competitors were its commitment to upholding good product quality and specifications, its strong safety and technical support, as well as the good quality of its chlorine drums and collection methodology. On 7March 2019, illegal chemical wastewas dumped intoSungai Kim Kim in Pasir Gudang releasing toxic fumes which affected some 6,000 people and saw 2,775 victims, mostly school children fromthe 110schools in thearea, needinghospitalisation. Once alerted, the Pasir Gudang Municipal Council and members of PAGEMA immediately swung into action. CCM’s CES teams lent support by ferrying affected students and public from various schools and housing areas to the medical base, health clinics and hospitals. We also served as the PAGEMA secretariat and provided other resources including ambulances, medical supplies and personal protective equipment. A second similar incident recurred in June 2019 and our CES teams once again responded immediately with the necessary support. 53 SUSTAINABILITY REPORT 2019