KENANGA ANNUAL REPORT 2019

S U S TA I N A B I L I T Y S TAT E M E N T 1 2 3 4 99 5 6 7 In 2019, we enhanced our cyber security by: • Formalising a Group Confidential Information Policy to consolidate multiple regulatory requirements into a single document for efficiency of compliance and reference. • Investing in adequate technology to protect customer data against leaks or breaches. • Strengthening the Group’s data governance by formalising appropriate best practices into robust policies to complement business, which meet regulatory requirements. • Establishing an incident escalation framework to mitigate the risk of data leaks or breaches. • Continuing to enhance our cyber security by providing adequate and relevant training to all data officers and staff annually. CUSTOMER SATISFACTION Enhancing customer experience is at the core of everything we do. As part of managing customer satisfaction, we have augmented our digital channels to enhance service levels and improve process efficiency. In addition to our customer helpline and branches nationwide, customers are also able to provide feedback and raise queries or concerns directly via our official websites, including our subsidiaries’ sites. The Group’s social media presence includes Facebook, Instagram and Linkedin. With the improvements made to the social team’s standard operating procedure, 82% of enquiries through social media are escalated to the relevant department within 24 hours. RESPONSIBLE MARKETING We continuously ensure that our clients, investors and customers are well-informed at all times. All required information for the investing public (comprising existing and potential clients) is disclosed in the respective product-disclosure documents such as prospectuses and information memoranda. The disclosures include product highlight sheets that adhere to the Securities Commission Malaysia (“ SC ”) requirements. Our marketing and promotional materials are also guided by our Advertising Policy, which is governed by regulatory requirements. QUALITY A priority we take seriously to ensure long-term business growth is quality management to ensure we deliver highly consistent products and services that meet customer and regulatory requirements. In 2019, we were awarded numerous accolades across all our key business areas, validating our commitment in this respect. The Awards include: Bursa Broker and Salesforce Reward Program Awards 2019 a. Highest Number of New Account Opened (Top 5) b. Highest Traded Value from New Account Opened (Top 5) c. Highest Re-Activation of Inactive Accounts (Top 5) Bursa Excellence Awards 2018 a. Best Trading Participants Equity & Financial Derivatives (Champion) b. Best Institutional Derivatives Trading Participants c. Best Remisier (Champion) d. Best Overall Derivatives Trading Participants (1 st Runner-up) e. Best Institutional Equities Participating Organisation — Investment Bank (2 nd Runner-up) f. Best Retail Equities Participating Organisation — Investment Bank (2 nd Runner-up) Annual Alpha Southeast Asia Deal & Solution Awards 2019 a. Best Equity Deal/ IPO in Malaysia, Joint Bookrunners & Joint Underwriters (Leong Hup International) Islamic Finance News Awards 2018 a. Deal of the Year 2018 (perpetual Sukuk category) SUSTAINABILITY STATEMENT