CAHYA MATA SARAWAK SUSTAINABILITY REPORT 2015

41 CAHYA MATA SARAWAK SUSTAINABILITY REPORT 2015 CMS Wires Sdn Bhd monitors the satisfaction of its customers annually. Customers are asked to complete a survey to gauge how satisfied they are with its products and services. CMS Wires Customer Satisfaction Results CMS Wires’ customer satisfaction results decreased in 2015. This was due to a customer comparing our product specifications with differing product specifications from other manufacturers.We have communicated our view on the product differentiation issue to the respondent and hope to improve our score in 2016. Ethical Business Conduct The Group is committed to ensuring ethical business conduct across all our operations. We do not tolerate fraud, bribery or kickbacks and our Whistleblower Policy encourages staff and volunteers to come forward with credible information on illegal practices or violations. Corruption The Group has formalised policies and procedures to deal with corruption and improper conduct. Our Code of Ethics and Business Conduct forbids: • Bribes, kickbacks or payments of money; • Gifts, loans, property, the use of services, entertainment or any other benefits more than a nominal value; • Making payments to any government employee or representative or to any other third party. Our Group Internal Audit Department reviews the adequacy of systems and controls to manage corruption risks. We prioritise audit areas assessed risks and significance to the Group. All business units are analysed for risks related to corruption. There were no identified incidents or reports in response to corruption in 2015. Anti-Fraud Management Fraud is an intentional perversion of the truth to induce another to part with something of value or surrender a legal right. It also covers deception by an individual to obtain advantage for direct personal or third-party benefit, avoiding an obligation or causing loss to another party. Each employee is required to sign a form in which he/she acknowledges what constitutes fraud and agrees to report any occurrences of and suspected incidences of fraud. Fraud Response Committee The Fraud Response Committee comprises appointed representatives from various Head Office Departments. Their responsibilities include: • Investigating the circumstances of the suspected fraud and producing a written report; • Securing records and assets including restrictions as well as barring access to offices and systems; • Determining whether the case should be reported to the police; and • Deciding if the suspected employee should be suspended from work. Whistle Blowing The Group is committed to high standards of ethical, moral and legal business conduct. Any employee or external party can ‘blow the whistle’ on policy violations. They can make a formal confidential disclosure to a member of Designated Authority (DA). DA members refer suspected misconduct to the Board of Directors or Group Audit Committee. Misconduct consists of fraud, misappropriation, abuse of authority, corrupt practices or any other form of contravention or non-compliance with Company policies and procedures. Employees are encouraged to raise serious concerns should they suspect any illegal or unethical behaviour. 86 84 82 80 78 76 74 2013 2014 2015 83.94 84.73 78.77 82.29 85.27 81.62 Total Mark (%) Year Performance Importance SOCIAL: Product responsibility