Chemical Company of Malaysia Berhad Sustainability Report 2019

Addressing Product Quality at CCM Polymers At our Polymers Division, the quality management system involves four important steps. In the first step, we establish a standard by developing product specification and safety. Over the next two steps, we conduct our annual customer satisfaction surveys followed by audits for our quality management system, surveillance and customers. Finally, we carry out initiatives aimed at improving our product quality management. There were no cases of major non-conformance reported in FY 2019 which demonstrates that the Polymer’s Division’s quality management system is functioning and well-maintained. This is also reflected in the Division’s customer satisfaction survey in which it obtained an overall average of 4.1 out of a 5-point score. 2019 Customer Satisfaction Survey by the Polymers Division The Polymers Division’s 2019 customer satisfaction survey was conducted among a total of 70 customers comprising 46 local customers (66%) and 25 regional customers (34%). Participants were selected based on the customers’ sales transaction records for FY 2019. The survey form was emailed to customers with a 93% response rate received as at 1 December 2019. Only five of the 70 customers did not participate in the survey. All in all, based on the survey results, the Polymers Division achieved an overall average rating of 4.1 out of 5 points which was marginally better than 2018’s results. CUSTOMER SATISFACTION SURVEY DISCLOSURES Rating Sample Size Responded 2017 4.1 20 20 2018 4.0 66 55 2019 4.1 70 65 DATA PROTECTION [418-1] To conform to the Personal Data Protection Act 2010, CCM and its group of companies adopted the Personal Data Protection Act (PDPA) Compliance Policy back in 2013. The policy underscores the Group’s commitment to ensuring compliance with the requirements of the Personal Data Protection Act 2010 as well our acknowledgement of the importance of personal data to the Group’s business and the importance of respecting the privacy rights of individuals. With regard to any confidential information covering personal or Company data, all agreements are to contain a confidentiality clause which imposes a duty of care on the party receiving such information to ensure the data is kept in the strictest confidentiality and is not disclosed to any other parties. The Group, from time to time, organises awareness programmes on the requirements of the PDPA and the need for confidentiality in all dealings. This is done via in-house training and continuous one-to-one engagement sessions with the business units, as and when required. The Group has also prepared standard templates for PDPA clauses to be adopted in all agreements, forms and notices as required under the PDPA. These templates serve as a guide for CCM and its group of companies to ensure compliance with the PDPA at all times. The contents of these templates are subject to adjustments or modifications to suit the requirements of different commercial transactions involving different entities. In 2019, CCM did not received any complaints concerning breaches of customer privacy be it from outside parties or regulatory bodies. There was also no identified leaks, thefts, or losses of customer data reported to the organisation in 2019. | Our Commitment to Sustainable Social Practices | 54 CHEMICAL COMPANY OF MALAYSIA BERHAD