CAHYA MATA SARAWAK SUSTAINABILITY REPORT 2015

40 CAHYA MATA SARAWAK SUSTAINABILITY REPORT 2015 SOCIAL: Product responsibility Certificates of Registration with relevant Authorities PPESWorks (Sarawak) is registered with the various construction-related bodies: • The Construction Industry Development Board with Grade G7; • The Ministry of Works (Malaysia) Contractor and Entrepreneur Development Division; and • The Sarawak State Financial Secretary’s Contractor and Consultant Registration Unit (UPKJ) with Class A. These certifications allow PPES Works (Sarawak) to undertake works of any value which relate to the construction of buildings, civil engineering, mechanical and electrical construction-related activities. Safe Blasting At CMS Quarries Sdn Bhd, we ensure that our blasting methods are performed based on correct procedures with a strong emphasis on safety. At least six workers are involved in each blasting work; they include the Production & Maintenance engineer, Quarry Supervisor, Chief Blaster, Mining Supervisor and Drillers. Our blasting process is illustrated below. 2. Quarry supervisor informs all employees of the date and time of the blasting 1. A safety briefing is delivered before blasting 3. Blasting notices and red flags are posted at the guard house at the entrance of the quarry and at the quarry pit to warn of blasting 4. Once the holes have been charged with explosives, chief blaster sounds the siren six times before blasting commences 5. Quarry supervisor checks that all personnel are at least 100 metres from the quarry face 9. All workmen are not allowed to approach the quarry until the all clear has been sounded 8. One continuous long siren is sounded to indicate the completion of the blasting 7. Once the certified short-firer is satisfied that all shots have been fired, five minutes is given to allow fumes to clear 6. The certified short-firer instructs the explosive to be detonated Customer Privacy At CMS, we respect customer privacy and we have strict regulations to ensure we protect personal data. The Group complies with the Personal Data Protection Act 2010 (PDPA), which regulates the processing and proper management of personal data in commercial transactions. We do not disclose personal data unless it is: • To regulatory authorities, government departments or agencies pursuant to the requirements of the law; • To organisations associated with CMS; • To CMS’ strategic partners, professional advisers and third-party service providers which it engages from time to time; and • Required or authorised by law or court order. Customer Satisfaction Customer satisfaction is important to the Group and customers’ responses are critical to gauging the performance of the Group’s companies. Complaints and responses from our customer surveys are both reviewed and analysed. CMS Premix Sdn Bhd conducts customer surveys annually. In its last survey in 2015, it achieved a 100% rating of ‘good or above’ overall. This result has been consistent for the past three years. CMS Quarries Sdn Bhd conducts a biannual customer satisfaction survey. Customers are asked to rate their satisfaction with regard to quality, stock availability, price, delivery, visits and courtesy. The company targets 80% on average satisfaction levels and is pleased to have surpassed its target for the last three years. CMS Infra Trading Sdn Bhd achieved a rating of 100% in all aspects of its products and services. The vast majority of its customers consider that its products and services are excellent.