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SUSTAINABILITY REPORT 2017
69
CUSTOMER PRIVACY
When it comes to privacy, we observe strict regulations and procedures
to guarantee our customer’s personal data is duly protected. To this end,
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
• Required or authorised by law or by court order
CUSTOMER SATISFACTION
Customer satisfaction continues to play an integral role in our operations
as it helps us to gauge the performance of our subsidiary companies while
providing us with insight to consumer trends. Each of our subsidiaries
carries out their own customer survey from which all responses received,
both positive and negative, are fully review and analysed.
At Cement Division for 2017, the Customer Engagement and Customer
Satisfaction survey results were rated on average 95% and 85%
respectively. This indicates that the Cement Division is able to maintain
the intended levels of rapport and engagement with customers and
dealers and is meeting their expectations.
For CMS Quarries Sdn Bhd, 85% of customers surveyed rated that
products and services rendered was good. At CMS Premix Sdn Bhd,
98.05% of customers surveyed rated that products and services rendered
was good. While at CMS Wires Sdn Bhd, 85% of customers surveyed
rated that products and services rendered was good.
At CMS’ Construction & Road Maintenance Division, the Client’s
Satisfaction Survey Summary for 2017 Performance using evaluation
criteria such as work done conforms to specifications, timeliness,
compliance with Safety & Health control requirements, yielded
aggregated results consistently over 75% at worksites in Betong,
Kuching, Kapit, Mukan, Samarhan, Sri Aman and Serian.
ETHICAL BUSINESS CONDUCT
We are committed to conducting our business across the board in
an ethical manner that is founded upon integrity. In support of this
commitment, we have implemented the Whistle-blowing Policy to
encourage our employees and volunteers to come forward with credible
information on illegal practices or violations. Fraud, bribery or kickbacks
are not tolerated within our operations and dealings.
Corruption
We have formalised policies and procedures to deal with corruption and
improper conduct. Our Code of Ethics and Business Conduct strictly
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, as well
as assess risks and their 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 2016.
Anti-Fraud Management
Here at CMS, we maintain zero-tolerance for fraud and the practice of
any other form of deception for the benefit of one person that causes loss
to another. In compliance with our anti-fraud policy, each employee is
required to sign a form that states that they possess an understanding on
what is constituted as fraud and that they agree to report any occurrences
and suspected incidences of fraud.
Fraud Response Committee
We have also founded a Fraud Response Committee which 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
• Deciding if the suspected employee should be suspended from work
Whistle-blowing
Even as we are committed to high standards of conduct, we expect our
employees to reflect the same ideologies when it comes to ethics, morals
and legal business conduct. As such, we have provided the relevant
platform for any employee or external party to ‘blow the whistle’, that
is, to make a formal confidential disclosure to a member of Designated
Authority (DA).
In the event of a policy violation, 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.
Social: Product Responsibility