MBA (2018) Northern University of Malaysia Subject : Business Ethics, CSR and Sustainability Result : A-

1. Comparative Analyses of CSR
& Sustainability Practices
Hafizullah Mohd Amin (822481)

2. Contents
• Overview
• Leadership, Vision & Values
• CSR Focus
• Sustainability Framework
• Stakeholders Engagement
• Involvement in Society
• Involvement in Workplace
• Involvement in Environment
• Specific Standard Disclosure
• Recommendation
• Reference

3. 2.37million
Overview
1994
Established in
2009
Listed in
8.6billion
RevenueRM
4.5billion
EBITDARM
1.1billion
CAPEXRM
12.9million
Mobile Subscription
8.8million
Mobile Internet Users
2.7billion
PBTRM
>3000
Employees
1946
Established in
1990
Listed in
12.0billion
RevenueRM
3.8billion
EBITDARM
3.3billion
CAPEXRM
0.9million
Unifi CustomersBroadband Subscriber
0.9billion
PBTRM
>28,000
Employees

4. Leadership, Vision & Values
ChairmanRaja Tan Sri Dato’ Seri
Arshad bin Raja Tun Uda
Tan Sri Dato’ Seri Dr.
Sulaiman Mahbob
CEO
Morten Lundal
Dato’ Sri Mohammed
Shazalli Ramly
Board of Directors
11 14
Vision & Values
Vision
To make life and
business easier for
a better Malaysia
Values
• Total Commitment to
Customers
• Uncompromising
Integrity
• Respect & Care

5. Focusing on what matters most
Maxis’ Enterprise Risk Management Framework Materiality Radar

6. Stakeholders Engagement
Stakeholder Group Key Engagement Areas Methods of Engagement
Government and
Regulators
• Connectivity access to technology in underserved areas
• Development of the telco industry and market
• Spectrum management • Access issues and policies
• Quality of service and consumer issues
• Collaborative programs related to the national agenda
• Regular reports and progress updates
• Formal and informal meetings
• Participation in government programs and initiatives
• Maxis news on our website
Shareholders, Investors and
Analysts
• Profits and dividends
• Responsible business
• Corporate Governance
• Annual report and quarterly financial announcements
• Annual/Extraordinary General Meeting
• Dedicated Investor Relations page on our corporate
website, www.maxis.com.my
• Dedicated investor relations email address
• Analyst and investor briefings
• Maxis news on our website
Employees • Training and development
• Diversity and inclusion
• Health and safety
• Annual employee engagement survey
• CEO and MMT chats
• CEO messages to employees
• Squiggle (intranet) and Yammer (internal social media)
• Regular employee townhalls and briefings
• Team building • Engagement activities
• Employee volunteerism • Maxis news on our website
Customers • Network quality and coverage
• Innovative offerings
• Security protection
• Education and awareness
• Maxis Centres and Exclusive Partner Outlets
• Customer satisfaction surveys
• Focus group discussions
• Customer service channels (Maxis Forum, customer
helpline, social media)
• Maxis website • Mass media

7. Stakeholder Group Material Issues of Most Concern Engagement Approach
Government Regulators M2: Customer satisfaction
M5: Regulatory compliance
M6: Consumer data and privacy
M14: Resource use and waste
• Formal meetings
• Performance reports
• Discussions on government initiatives
Shareholders and Investment
Community
M3: Supply chain management
M6: Consumer data and privacy
M13: Climate change and energy management
• Investor Relations engagements
• Annual and sustainability reports • Annual general meetings
• Extraordinary general meetings • Shareholder updates
• Quarterly reports
Employees M2: Customer satisfaction
M10: Talent retention and attraction
M12: Employee health and safety
• Employee satisfaction survey • Dialogue and engagement •
Top management messages • Intranet, internal social media,
departmental meetings and newsletters • Employee
engagement programs • TM societies and clubs’ activities
Customers M1: Product quality
M2: Customer satisfaction
M6: Consumer data and privacy
M7: Consumer health and safety
M14: Resource use and waste
• Customer feedback management • Customer support centre
at 100 • Social media tools - Twitter, FB, YouTube
• Market research Loyalty programs
• Events, dialogue sessions, roadshows and engagement
sessions
Communities M2: Customer satisfaction
M4: Innovation
M6: Consumer data and privacy
M8: Supporting communities
M14: Resource use and waste
• Website and service catalogues
• Annual and sustainability reports
• Visits, seminars and joint activities
• Community engagement activities
Media M2: Customer satisfaction
M4: Innovation
M6: Consumer data and privac
• Press releases • Press conferences, question and answer
sessions
• Media coverage • Media luncheons
Union M5: Regulatory compliance
M7: Employee health and safety
M11: Human rights
• Dialogue and engagement • Joint activities
• Consultations and negotiation
Suppliers M3: Supply chain management
M13: Climate change and energy management
M14: Resource use and waste
• Transparency survey
• Supplier training programs
• Supplier relationship management

8. Our Business Our Community
Becoming The
Preferred Choice
for Digital
Experience Seeker
Fueling Potential
for Excellence
Sustainability
in Maxis
Advocating
Environmentally
Friendly
Practices
Our People Our Environment
Governance Society Employee Environment
Sustainability Framework

9. Our Community
Becoming The Preferred Choice
for Digital Experience Seeker
Involvement in Society
Best network
Happy customers
Connected the unconnected
• M8 Supporting communities
• M9 Inclusivity
•
Best network Supporting communities
TM School Adoption
Programme

10. Happy customer
A modernized and
resilient network
Improving fleet
efficiency with
Maxis Tracking
System
Responsible
network
deployment
Measures to
improve network
resilience
Connectivity
during flood

11. Connected the
unconnected
Bringing digital learning
to rural and urban poor
communities
Providing connectivity to
underserved
communities
• Team Malaysia
• TM 3Ducation Programme
• Disaster Preparedness
• Tiffin Malaysia
• Sekolah @ MMU
• TM Robotics Programme

12. Our PeopleFueling Potential for Excellence
Involvement in Workplace
Building capabilities and leadership
Engage people
Diversity and inclusion
Health and safety
• M10 Talent Retention and Attraction
• M11 Human Rights
• M12 Employee Health and Safety
•
Building capabilities and leadership
I GrowI Know I Lead
Talent retention and attraction

13. Human right
Psychical Personal
Financial Social
Engage people
Provision for
occupational safety
and health
Employment terms
such as salary
structure, salary
adjustment/
revision, benefits,
bonuses, training,
working hours,
promotion,
overtime and rest
days
Annual, medical,
maternity, Haj,
compassionate,
study, unpaid,
examination and
quarantine leave
Allowances and
claims for food,
driving, lodging,
travel, rent, cost of
living and hardship
Loans to help with
the purchase of
houses, vehicles
and computers
General conditions
including legal and
funeral aid, national
service, pensions
and transport

14. Diversity and inclusion
Healthy and safety
We believe in having a diverse and inclusive workforce. This belief makes for a
workplace that is not only tolerant, respectful and mindful of our different
backgrounds and perspectives, but also helps us to understand our customers’
individual and unique needs. We value our multi-generational workforce.
Employee health and safety
Creating Sustainable Value
Creation through OSHE
The safety of our people is of paramount
importance to us. We strive to create an
accident free environment at our work
sites and place great emphasis on training
all workers to abide by safety procedures
at all times. Safety and health initiatives
are driven from our top management and
cascade through the organization via a
network of Occupational Safety, Health
and Environment (OSHE) committees
which maintains a high level of safety
awareness among our employees and
those of our contractors.

15. Our Environment
Advocating Environmentally
Friendly Practices
Involvement in Environment
Energy use and efficiency
Managing waste
Green awareness
• M13 Climate change and energy management
• M14 Resource use and waste
•
Energy use and efficiency
Network
modernisation
and IT
transformation
Building and
facilities energy
efficiency
upgrades
Climate change and energy management
Energy
consumption in
building
Energy
consumption of
our network
Carbon footprint

16. Managing waste
We want employees to start
embracing green habits. To this
end, we have set up a dedicated
team called the Green Forum
consisting of passionate
individuals from across the
organisation to raise the
environmental awareness and
promote company-wide
participation in our green
campaign. We also set up a
network of green advcocates
across our regional offices to
help raise awareness.
Green awareness
Resource use and waste

17. Specific Standard Disclosures
Economic
 Economic Performance
Market Presence
 Indirect Economic Impacts
Procurement Practices 
Environmental
Materials
 Energy 
Water 
Biodiversity
 Emissions 
Effluents and Waste 
Products and services
Compliance
Transport
Overall
Supplier Environmental Assessment
Environmental Grievance Mechanisms
Social – Labour Practices
and Decent Work
 Employment 
Labor/Management Relations
 Occupational Health and Safety 
 Training and Education 
Diversity and Equal Opportunity
Equal Remuneration for
Women and Men
Supplier Assessment for
Labor Practices
Labor Practices
Grievance Mechanisms
Social – Human Rights
Investment
Non-discrimination 
Freedom of Association
and Collective Bargaining 
Child Labor
Forced or Compulsory Labor 
Security Practices
Indigenous Rights
Assessment
 Supplier Human Rights Assessment
Human Rights Grievance Mechanisms
Social – Society
 Local Communities 
Anti-corruption
Public Policy
Anti-competitive Behavior
Compliance 
Supplier Assessment
for Impacts on Society
Grievance Mechanisms for
Impacts on Society
Social – Product Responsibility
 Customer Health and Safety 
 Product and Service Labeling 
Marketing Communications 
 Customer Privacy 
Compliance 
 18
 12

18. Findings
• Involvement in society : Average, Maxis
focused on customers rather than outside
community. The number of activities and
variety also reduced
• Involvement in workplace : Good, but
employee turnover was high
• Involvement in environment : Minimal
• Involvement in society : Great. TM has two
section; customer and community.
• Involvement in workplace : Good. 84% of
employees is Malays
• Involvement in environment : There is
increase in electricity consumption, emissions
and solid waste compared to previous year

19. Recommendation
• Involvement in society : Improve the number
of activities to community.
• Involvement in workplace : Maxis can explore
more to retain staff by strengthening their
benefit package and also flexible working
hours.
• Involvement in environment : It is time for
Maxis to contribute more to environment
after so many years the involvement was at
minimal level.
• Involvement in society : TM should maintain
their great contribution to community.
• Involvement in workplace : TM can explore
more on other aspects such as Diversity and
Equal Opportunity to encourage other races
to join the company.
• Involvement in environment : TM should take
necessary actions to reduce emissions and
waste such as Go Green campaign and
Paperless documentation.

21. Activities Checklist
Governance, Visions and Values
• Vision and values
• Policies and procedures
• Ethical leadership
Workforce Activities
• Employee communication and
representation
• Employability and skill
development
• Diversity and equality
Environmental Activities
• Resource and energy use
• Pollution and waste
management
Stakeholder Engagement
• Note of key stakeholders
• Stakeholder consultation
• Managing and notifying stakeholder concerns
• Transparent reporting
Community Activities
• Financial donations
• Volunteers
• Charity runs
• Educational
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