35 KENANGA INVESTMENT BANK BERHAD Annual Report 2022 OUR SUSTAINABILITY STATEMENT OUR APPROACH TO CLIENT EXPERIENCE Guided by policies aligned to applicable laws and regulations, we aim to ensure our marketing materials are accurate, transparent, and not misleading. When handling customers’ concerns, we are dedicated to addressing the concerns in a timely and equitable manner. By adopting this approach, we continue to build lasting client relationships and demonstrate our commitment to providing good services and support. CLIENT EXPERIENCE [GRI 417] Responsible Marketing & Communication At Kenanga, we prioritise transparency and compliance in our communications with clients, meeting regulatory requirements set out by Bursa Securities, Bank Negara Malaysia and the Securities Commission Malaysia. Prospectuses and memorandums are publicly disclosed to our prospective and existing clients. Additionally, we adhere to the Financial Services Act (2013), Consumer Protection Act (1999), as well as Malaysian Code of Advertising to ensure that we operate ethically and with our clients’ best interests in mind. We also have a set of internal policies that serve to further uphold our standards in the preparation and dissemination of all promotional and marketing materials. Our agents and remisiers are provided with relevant information and training that emphasise the importance of upholding and demonstrating high standards of ethics and honesty in client interactions. All our remisiers are required to comply with the Group Code of Ethics and Conduct for Employees to ensure our services are delivered with highest integrity. 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 have several channels including social media, website and telephony support, and through these channels, we actively seek and gather feedback from our clients to help improve their experience with us. For more information on how we manage our internal policies on responsible marketing and communication as well as improve client experience at Kenanga, please refer to pages 58 to 59 of our Sustainability Report 2022.
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