Email This Print ThisSustainability Report

We are pleased to present TeleChoice International Limited’s (“TeleChoice” or the “Group”) annual Sustainability Report which covers our environmental, social and governance (“ESG”) performance for the financial year from 1 January 2020 to 31 December 2020 (“FY2020”).

This report covers ESG performance for our business operations in Singapore and excludes overseas operations unless stated otherwise. We plan to include our offshore operations progressively in the coming years as we gain experience in sustainability reporting.

Reporting Framework
This report has been prepared in accordance with the latest GRI standards: Core option and also complies with the SGX-ST Listing Rules (711A and 711B) and the SGX Sustainability Reporting Guide. We have included a GRI Content Index at the end of the report.

We have applied the GHG Protocol Corporate Accounting and Reporting Standard for measuring and reporting our carbon emissions footprint.

Reporting Process
The TeleChoice Board of Directors (the “Board”) has the overall responsibility for directing the management in the development of sustainability strategy and identifying material ESG factors to be included in the Sustainability Report.

The Board has ultimate responsibility for this report, including its due compliance with the SGX-ST guidelines on corporate governance and sustainability reporting. Apart from determining the material ESG factors as set out in this report, the Board also determines the Group’s response to the attendant risks and opportunities.

The Board is assisted by the sustainability management committee (“the Committee”), headed by the President & CEO and includes senior executives representing significant functions within the Group. The Committee provided directions concerning the report content, priorities of issues, reporting scope and boundary.

The Committee, in turn, is assisted by a sustainability reporting project team, headed by our Director of Business Development. The project team has the responsibility for collecting, reviewing, verifying and assessing the ESG performance data in preparation of this report.

Report Content and Quality
We had considered the significance of material ESG topics, concerns and expectations of our stakeholders, ESG risks and opportunities and general sustainability trends in our sector in determining the content of our report in FY2020. We have reviewed those materiality issues in light of the existing business landscape, industry trends and prevailing regulations.

We have used the GRI Standards defining report quality by applying the principles of accuracy, balance, clarity, comparability, reliability and timeliness.

Data provided in the report has been mainly derived from official records to ensure reasonable accuracy and consistency. We have used internationally accepted measurement units for presenting ESG data. Financial figures are in Singapore dollars unless specified otherwise.

Assurance
We did not obtain external assurance for this Sustainability Report. We have relied on internal verification mechanisms to ensure the accuracy of information. Our ESG performance data is reported in good faith and to the best of our knowledge. ESG data is verified using an internal mechanism and checks. Financial statements included in the Annual Report, however, have been audited by independent auditors.

Availability
This report is published as a part of our Annual Report which is available for download on our website at www.telechoice.com.sg.

Feedback
We welcome stakeholders’ views and questions regarding this report. Contact us at sustainability@telechoice.com.sg.

Notes:

  1. Energy intensity pertains to purchased electricity
  2. Includes Scope-1 and Scope-2 emissions
  3. Waste refers to waste generated from resources and materials used in the course of business as defined in GRI 301 standards
  4. Included in total expenses


Our Stakeholders

We are committed to creating long-term value for all of our stakeholders.

We deal with a diverse range of stakeholders across our business divisions. These include our customers, business partners, suppliers and contractors, investors, regulators and government agencies, communities and employees.

Our approach is to proactively engage with our primary stakeholders who may be impacted by our business operations or who have the potential to affect our business. We believe building trusted relationships with stakeholders is key to sustainable business growth. Through our business policies and strategies, we endeavour to create value for all stakeholders.

Our engagement approaches involve both formal and ongoing methods. Examples of our engagements include employee engagement surveys, customer satisfaction surveys and suggestion boxes. We also gained invaluable insights into our stakeholders’ expectations and concerns through our routine interactions with them. We use these learnings to make informed management decisions.

A summary of our stakeholders and how we engage with them is presented below.

Engaging Associations
We actively engage with industry associations relevant to our business interests through memberships and by sharing our experience. Some of our association memberships include:

  • Singapore Computer Society
  • Singapore Business Federation

Material Factors


Chairman and President's Statement

The year 2020 is one that will be remembered for the COVID-19 pandemic and the immeasurable damage it has inflicted in terms of lives and livelihoods lost, and businesses impacted. Many countries are still facing fresh waves of infections with new variants of the COVID-19 strain threatening the effectiveness of vaccination programmes.

Sustainability is no longer an option for businesses, organisations and countries and the COVID-19 pandemic has further reinforced the importance of our sustainability agenda. We continue to take our responsibility for upholding sustainable practices with utmost seriousness. Our Sustainability Report FY2020 demonstrates the progress we have made and are continuing to make in upholding responsible environmental, social, human resource and economic practices.

We would like to take this opportunity to thank our staff, our partners and our shareholders in supporting us in our continuing sustainability journey.

RONALD SEAH
Chairman

VINCENT LIM
President & CEO

Our approach to sustainability centres on the management of the environmental, social and economic impacts of our business operations and their potential effect on our stakeholders. Our strategy is to manage our most significant sustainability impacts, risks and opportunities with the aim of creating long-term value for all stakeholders.

Materiality Methodology
We identified the material ESG factors using the Global Reporting Initiative’s GRI Standards for Sustainability Reporting which includes guidance for materiality analysis for our inaugural report in FY2017. We have reviewed the material EGG factors using the same methodology for this year’s report.

The following steps were undertaken to arrive at the list of material factors for reporting:

  1. Identification: We identified sustainability issues that reflect our business’ impact on the environment, society and economy and their significance to our stakeholders.
  2. Prioritisation: We shortlisted the issues that represent the most significant environmental, social and economic impacts of our operations.
  3. Validation: We considered the significance of our material impacts to stakeholders and how they might influence the assessments and decisions of stakeholders.
  4. Review: We sought feedback from stakeholders on this report to review our material topics for the next reporting cycle.
  5. We also examined sustainability reporting trends among local info-communications and technology (“ICT”) and peer companies for benchmarking and made reference to the SGX Sustainability Reporting Guide to complete the materiality assessment.

Materiality Assessment
TeleChoice management team reviewed the material ESG factors based on their knowledge of respective business areas, potential impacts of the Group’s business operations, insights from their day-to-day engagement with a range of stakeholders, common challenges facing the ICT industry and the prevailing business and regulatory environment. The team also considered the Group’s long-established values and long-term business goals to align these with sustainability strategies.

For this report, we did not engage external stakeholders explicitly to elicit their views on the identified ESG factors. However, the internal stakeholders including the senior management have used their experience in dealing with respective stakeholders and their understanding of stakeholder expectations and concerns in prioritising material factors for reporting.

Board Approval
The senior management extensively discussed the identified list of material factors and then presented them to the Board. The Board reviewed and approved the material factors for sustainability reporting.

Presented below is a summary of our material factors and their boundaries.

Sustainability Governance

At TeleChoice, the Board provides strategic direction for addressing sustainability impacts, risks and opportunities.The Board’s Executive Committee (“EC”) is responsible for reviewing and considering material ESG factors to support sustainable growth of the business. The EC also provides views and recommendations on sustainability strategies and sustainability reporting for the Board’s review and approval. Responsibilities of the EC include determining and reviewing ESG targets and overseeing the management and monitoring of material ESG factors.

The Sustainability Management Committee (“SMC”), chaired by the President & CEO, and represented by senior executives, is responsible for formulating and implementing sustainability strategies, establishing targets, reviewing ESG performance and providing direction for the preparation of sustainability reports. The SMC is assisted by a sustainability reporting project coordinator.

A sustainability reporting project team is responsible for collecting, verifying and providing ESG performance data and information.

Board Statement
The Board is responsible for considering sustainability issues as part of strategy formulation. The Board endorses the identification of the material ESG factors covered in this report. The Board also provides oversight of the management and monitoring of these material ESG factors through regular reporting of the key performance indicators.

Awards and Recognitions

Our dedication to customer service, quality, efficiency and excellence has won the Group several accolades and recognitions over the years. Some of the more recent awards are listed here.

Received in 2020

  • Avaya – Diamond Partner 2020
  • Avaya – 2020 Top Performing Enterprise Value-Added-Reseller for Singapore
  • Genesys Bronze Partner of the year 2020
  • Huawei – Top Potential Partner 2020, S & I Systems
  • Huawei – Best QC Support, PT NexWave 2020
  • Smartmatic APAC Strategic Partner of the Year
  • Smartfren – Support and Outstanding Contribution to Smartfren Project
  • StarHub SmartSupport “Relaunch” Sales contest – Champion
  • StarHub SmartSupport “Abundant Prosperity” Contest for Q1 2020 – Champion
  • 45 retail staff awarded the Excellent Service Award from SPRING Singapore and Singapore Retailers Association (14 Star awards, 12 Gold awards and 18 Silver awards)

Received in 2019

  • Avaya – Diamond Partner 2019
  • Avaya – 2019 Top Enterprise Value-Added Reseller for Singapore
  • Ericsson – Certificate of Recognition in Honor of Support & Services to PT. Ericsson
  • Huawei – 2019 National Excellent Quality and 2019 Best Project Manager, for Indonesia
  • Huawei – 2019 Regional Best Collaboration Award for Philippines
  • Huawei – 2019 Regional Excellent Quality Award for Malaysia
  • IBM – Top Performing Business Partner (Systems)
  • Nokia – Most Preferred Partner Award for Singapore and the region
  • Narada – 2019 Million Dollar Sales Award for Indonesia
  • Project Management Institute Singapore Chapter – First prize winner for Project of the Year 2018-19 (Business & Information Systems category) for Energy Market Authority Microsoft CRM project
  • Smartmatic – APAC Partner Award for 1st strategic win of a smart government project in Singapore
  • Q2 Best SES Retail Store Environment
  • Q3 Best SES Retail Store Environment
  • Q3 Galaxy Service Star Award – Bedok Mall
  • StarHub Exclusive Partner (EP) – Best VAS Attachment
  • StarHub Platinum Shop – Best VAS Attachment
  • StarHub Platinum Shop – Top NPS
  • StarHub Platinum Shop – Top Sales (E&S)
  • StarHub Platinum Shop – Top Sales (Mobile)
  • StarHub – Recognition Award for SRAN Project in 2019
  • StarHub Top EP – VAS Attachment
  • Top Prepaid Distributor (WOW plan take-up and activation)
  • TechData – IBM 2019 Best Overall Partner
  • 45 retail staff awarded the Excellent Service Award from SPRING Singapore and Singapore Retailers Association (10 Star awards, 23 Gold awards and 12 Silver awards)

Received in 2018

  • Avaya – Diamond Partner 2018
  • Avaya – Innovation Partner of the Year APAC 2018
  • Avaya – Partner in Customer Service Excellence (Singapore)
  • Avaya – Strategic Avaya Oceana Win Award for Housing Development Board (HDB) Singapore 2018
  • Huawei – Best Matured Digital Integration Service (DIS), Business Operation & Sustainable Development Partner Award 2018 (Philippines)
  • Huawei – Recognition for Contributions to NLZ Wireless Fast BFT Progress (N-Wave Technologies Philippines Inc)
  • Huawei – Subcontractor Award – Best Delivery Efficiency (PT NexWave, for Telkomsel Bali Modernization Project 2018)
  • Huawei – Supplier Innovation Award 2018 (PT NexWave, Indonesia)
  • IBM – Partner of the Year (Hardware) 2018
  • IBM – Partner of the Year (Systems) 2018
  • Narada – Million Dollar Sales Award 2018 (PT NexWave)
  • Nokia – Recognition Award for Starhub’s SRAN Phase 1, 2018
  • StarHub Top EP – VAS Attachment
  • StarHub Platinum Shop – Best VAS Attachment
  • StarHub Platinum Shop – Top Sales (E&S)
  • StarHub Platinum Shop – Top Sales (Mobile)
  • StarHub Platinum Shop – Top NPS
  • Techdata – IBM Systems Top Partner 2018
  • Techdata – IBM Overall Top Partner 2018
  • 47 retail staff awarded the Excellent Service Award from SPRING Singapore and Singapore Retailers Association (10 Star award, 10 Gold awards and 27 Silver awards)

The complete list of awards for prior years is available at www.telechoice.com.sg/awards.html.

Customers

TeleChoice adopts a customer-centric approach aimed at ensuring an excellent customer experience.

As a leading regional provider of distribution, fulfilment and retail managed services to major mobile device manufacturers and operators, it is critical for us to ensure excellent customer experience at our retail stores, call centres and other touchpoints. Our ability to serve customers efficiently is paramount to growing our business with brands that rely on us for serving their customers.

High-quality customer service is equally important for our enterprise customers to whom we offer ICT and network engineering services. Offering trusted and reliable solutions and high standards of service support are at the core of our customer-centric approach.

We have implemented stringent quality control measures across our businesses to enhance the customer experience.

Ongoing engagement and seeking regular feedback are part of our efforts to deliver superior customer service.

Customer Experience
We measure customer experience at our retail stores through the Net Promoter Score (“NPS”) management tool. NPS allows us to measure our customers’ overall perception of our service. Based on responses, NPS groups customers into three categories of Promoters (score 9-10), Passives (score 7-8) and Detractors (score 0-6). The Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. A score of 9 to 10 indicates that a customer is highly likely to recommend a brand to their friends and family.

In 2020, the NPS for the Planet Retail stores improved to 9.58 from 9.32 in the previous year, reflecting higher customer experience. Each of the five Planet Platinum stores covered by NPS maintained a score of more than 9.50 in 2020 as compared to 9.20 in 2019.

Ensuring Quality Standards
We adopt the highest industry quality standards to provide exceptional customer service. Our quality policy aims for continuous improvement in our management processes. Our subsidiaries, NexWave Technologies Pte Ltd, S & I Systems Pte Ltd and PT NexWave, are ISO 9001:2015 Quality Management Systems certified which allows them to perform at the highest level of our customers’ expectations. NexWave Technologies Pte Ltd has recently been conferred ISO 45001:2018 Occupational Health and Safety Management certification while PT NexWave has been awarded ISO OHSAS 18001:2007 Health and Safety Management System certification since 2016. Our overseas subsidiary, N-Wave Technologies Philippines, Inc. obtained ISO 9001:2015 Quality Management System and ISO 45001:2018 Occupational Health and Safety Management System certifications in 2018.

Managing Customer Experience Through Mystery Shopping
Our Planet EP stores participate in a third-party Mystery Shopping Programme (“MSP”). The programme enables us to enhance employees’ skills based on the service gaps identified through MSP.

Rewarding Employees for Service Quality
We have implemented recognition schemes to reward employees for exceptional customer service. For example, Hooray programme at our Platinum stores provides rewards to employees for every customer compliment.

To inspire our store staff to aim for excellence and to identify service role models, we participated in Singapore’s national Excellent Service Award which is managed by six industry-led bodies.

Privacy and Data Protection
We are committed to protecting the privacy of our customers and employees in accordance with the local laws and regulations where we operate our business.

In Singapore, we comply with the Personal Data Protection Act (“PDPA”) that governs the collection, use and disclosure of personal data by all private organisations. We have designated individuals to be Data Protection Officers responsible for ensuring that the Group complies with the PDPA and have implemented a personal data protection policy. Our personal data protection policy is set out on our website.

There were no substantiated complaints concerning breaches of privacy or loss of data in this reporting period.

Customer Compliments:

People

Our approach is to attract and retain the best talent, invest in the development of our people and ensure their well-being.

It is vital for us to develop a vibrant workplace where our people can look forward to personal development, career growth, job satisfaction and fulfilment. Our human resource policies are centered around our employees’ well-being and the work environment which are built based on mutual respect, trust, teamwork and open communication. We continue to invest in our people through training and coaching to improve their skills and productivity.

In attracting and retaining the best talent, we are committed to creating an inclusive workforce, investing in employee development, engaging our employees and reviewing our practices and policies regularly.

Employee Profile
We employed 339 full-time employees as at the end of 2020. Permanent employees accounted for 93% of our workforce. The average age of our employees was 38 years.

Supporting Diversity
We respect diversity and are committed to promoting an inclusive workforce. Women represented 38% of full-time employees. The proportion of managerial roles held by women was 41%. Women accounted for 36% of the total Head of Department positions.

Our workforce represents diverse age groups (see chart on page 61). We are proud of our racially diverse workforce which includes some 11 nationalities.

In Singapore, we support the government’s policy of rehiring retiring employees to keep them economically active. In 2020, we rehired four retiring employees including four female employees.

Hiring
Our goal is to attract and retain the best talent to serve our customers efficiently. Our policy is to hire based on merit and ability. In 2020, we recruited 23 new employees; 7 of them were women. Of the new hires, 5 were less than 30 years of age, 16 were in the age group of 30 to 50 years, and the remaining 2 were more than 50 years old.

Developing Talent
Talent management is a crucial strategy for us to retain, develop and manage the best people to support our business growth.

We have implemented a comprehensive talent management programme which includes succession planning and a talent review process. Our Talent Management Committee, comprising the President & CEO, Chief Financial Officer, Vice President of Human Resource and the business division heads, oversees the programme.

Our Talent Management Framework identifies high potential employees within the Group and provides them with developmental opportunities to sharpen their technical and management skills. Development plans include acquiring new technical skills and knowledge, leading special projects, managing teams and ad-hoc additional responsibilities to prepare them for bigger roles.

Succession planning is an integral part of our talent management programme. We have put in place initiatives to help build the succession pipeline.

Building Skills Through Training
Employee training and education is a crucial part of our people management. New employees attend an orientation programme to understand the organisation and its corporate values. All employees have access to ongoing opportunities to learn new skills through instructor-led training, online e-learning and on-the-job training and mentoring. Employees are kept up to date on learning resources through regular learning and development e-newsletters.

Due to our business needs, product training and certification, advanced technical skills acquisition and certification are featured regularly in our yearly training programme.

We equipped our people managers with supervisory and management skills to better manage their teams. In addition, we conduct training on Talent Selection and Appraisal Management to further enhance their management skills.

In 2020, our average training hours per employee was 10 hours which was a significant reduction from the previous year. Our training expenditure has also decreased from S$182.49 in 2019 to S$54 per employee in 2020. These reductions corresponded with the decrease in the pace of external projects during the COVID-19 pandemic situation. Most training carried out during this period was through e-learning or virtual classroom settings. While there was a reduction in the volume of training undertaken, there was an increase in government subsidies received, S$6,630 in 2020 compared to S$5,658 in 2019. Employee training was restricted to business-critical areas of info-comm certifications and other emerging skillsets such as digital marketing.

Managing Performance
Through a comprehensive performance management programme, we enable our employees to meet their business and personal development goals consistently. Our performance management system covers all permanent employees. As part of the process, managers hold discussions with their staff at the beginning of the year to establish goals. A formal performance appraisal takes place at the end of the year. Managers are encouraged to have ongoing discussions with their employees to review progress and provide coaching and guidance.

Engaging Employees
To ensure continuing engagement with employees, regular virtual communication sessions were held with employees at the corporate level and also amongst the business groups. Various feedback surveys were conducted to garner feedback on how employees were coping with changes in the work environment and the support needed during the pandemic. The results obtained help to provide insights for decision-making to cope with the changing business environment during this period.

Providing Benefits
We offer competitive wages and benefits to our employees. Our full-time staff members are eligible for several employment benefits which are not available to temporary or part-time employees. Some of the benefits include:

  1. Specialist Consultation and Treatment claim;
  2. Flexi-Benefit with limit for Optical, General Medical, Dental, Mobile Phone and Health Screening;
  3. Bonding Funds;
  4. Marriage/Family Care/Examination Leave(s)/Shared Parental Leave/Paternity Leave;
  5. Executive Health Screening for employees aged 35 years old and above; and
  6. Hospitalisation & Surgery/Personal Accident/Term Life Insurance.

Human Rights
We support internationally accepted human rights principles and local regulations. Our policies ban discrimination, forced labour and child labour.

There were no incidents of discrimination, forced labour or child labour in the reporting period.

Freedom of Association
We respect our employees’ right to freedom of association and collective bargaining. We work closely with the Singapore Industrial & Services Employees Union (“SISEU”) and have signed a memorandum of understanding with SISEU to ensure the well-being of our employees.

As at the end of 2020, 74 employees were active members of SISEU.

Caring for Employees
We have implemented several measures to ensure the well-being of our employees. A Fruit Day is observed once a month, and fresh fruits are provided to employees to encourage a healthy diet. Fruits are also sent off-site to our employees working at our Platinum shops. We offer on-site health screening for early detection of diseases such as hypertension, heart ailments, diabetes and cancer. The basic mass health screening is a Group-paid annual initiative to provide employees the convenience of having their health checked via taking blood samples for laboratory investigation, with optional add-on packages (payable by employees) for more detailed tests. Employees who cannot attend the health screening on the scheduled dates were able to obtain a medical chit to visit the health screening centre directly on their own arrangement, within a specific timeframe. However, due to the COVID-19 pandemic and in full compliance with the Government’s advisory on work-from-home and social distancing initiatives, we have temporarily suspended some of these initiatives.

To strengthen cultural bonding, we give Hongbao to our employees to celebrate the Chinese New Year. We also observed early release from work on the eves of the four major public holidays in Singapore.

Ensuring Safety and Health
The safety and well-being of our employees remain our priority. Safety is a material topic for all our Divisions and we pay particular attention to safety measures, and proactively manage potential hazards. We have implemented measures to promote safe work practices, assessed health and safety risks in our operations and adopted the necessary preventive measures. We regularly monitor and review health and safety performance and comply strictly with prevailing rules and regulations concerning incident reporting should they occur. Workplace health and safety training is provided where applicable, and we are in strict compliance with the Workplace Safety and Health Act (Cap 354A).

TeleChoice has obtained BizSafe Level Three certification in Singapore from the Workplace Safety and Health Council which reflects our commitment to ensuring safety at the workplace. There were no recordable incidents of fatalities, injuries, and occupational diseases in our Singapore operations. We are, however, deeply saddened to report two workplace fatalities1 in our Network Engineering Division’s overseas operations in Indonesia. Thorough reporting, investigations and analyses have been carried out following these incidents. We have used our findings to design and implement more stringent environmental, health and safety (“EHS”) measures across all our operations. We have reinforced our safety procedures for working at heights such as conducting rigorous checks, further staff training and certifications, and implementing stricter penalties for non-compliance, thereby strengthening our safety culture at all staff levels. We also intensified the frequency of EHS activities including safety inductions, safety tool audits, self-safety inspections, safety driving induction and communication of our EHS policies and rules. In addition, we also ensure our partners comply with their own EHS policies and requirements.

In early 2020, we witnessed the unfolding of a health crisis brought on by the COVID-19 pandemic. The Company took early preventive measures to safeguard the well-being of our staff by implementing workforce segregation, remote working and split shifts in February 2020, as well as other measures in our Business Continuity Plan. We adhered to all safe management protocols issued by the government agencies and implemented initiatives such as temperature monitoring, provision of masks and hand sanitisers and regular sanitation of our office, retail and warehouse workplaces both in Singapore and overseas. We also reminded staff to observe the health and safety guidelines and ensured that they were regularly informed of the evolving situation in the respective countries of operations. Additionally, customers, vendors and visitors are to observe the safe distancing and the Company’s safety guidelines.

OUR PEOPLE PERFORMANCE

Note: Figures may not add due to rounding

Environment

We are committed to minimising the environmental impact of our business through resource efficiency and conservation.

Electricity, fuel and waste are our primary environmental impacts. The retail stores we manage for our customers use power for lighting and air-conditioning. Vehicles deployed for our engineering and maintenance services consume fuel. We also generate waste mostly from packaging in our stores and warehouses. Our environmental efforts are focused on energy efficiency, waste reduction, recycling and efficient use of resources.

Energy
We measure and monitor our energy consumption and calculate associated carbon emissions to manage our footprint. In 2020, our electricity consumption intensity was 110 kWh/m2 against 136 kWh/m2 the year before. The decrease was due to minimal staff working in the office during the ‘circuit breaker’ period and other COVID-19 containment measures.

Greenhouse Gas ("GHG") Emissions
We monitor Carbon Dioxide (“CO2”) emissions from the use of electricity and fuel consumption. Our combined CO2 emission from fuel consumption (Scope-1) and purchased electricity (Scope-2) in 2020 was 387 tonnes as compared with 475 tonnes in 2019. Carbon Dioxide emission from purchased electricity accounted for 88% of our total emission, similar to that of the previous year. The decrease in emission was on account of lower consumption of electricity due to work-from-home arrangement as one of the COVID-19 containment measures.

We switched to energy efficient LED lighting in our stores in a progressive manner. We use store renovations as an opportunity to replace older lights with LED lights. We have limited or no control over air-conditioning in our retail operations as we lease store space in commercial buildings with centralised systems controlled by the landlords.

We encourage our employees through awareness campaigns to minimise the use of non-essential lighting in the office and to make efforts to conserve water and recycle paper.

Waste Management
Our approach is to make efforts to reduce, reuse and recycle waste. In our retail business, paper, plastic and wooden pallets are the main types of waste generated. Our electronic waste (“e-waste”) consists of decommissioned office equipment such as personal computers, notebooks, monitors and servers.

In line with StarHub’s support towards conserving the environment, our Platinum and EP shops also support the Earth Hour initiative. All shops will dim or turn off non-essential lights during this hour. For example, ePosters, TV screens and lights at handset display sections, will be dimmed or turned off.

In addition, we have discontinued using paper bags to reduce our environmental footprint. Instead, we now provide reusable non-woven shopping bags. We also give customers a choice of electronic receipts to save paper. In our offices, we encourage double-sided printing to minimise the use of paper.

We dispose of our waste through licensed waste management contractors. In FY2020, the waste management contractor engaged for pallet disposal will ensure that all pallets are recycled for reuse, such as producing furniture or other wood products. Pallets will no longer be incinerated.

In FY2020, our waste disposal related to business operations increased slightly to 2,140 kg, from 2,050 kg in FY2019. The increase was due to more paper disposal to further efforts to optimise business operations and removing unnecessary documents from digitalisation.

Compliance
We are committed to complying with applicable environmental regulations. There were no incidents of non-compliance with environmental laws in the reported period.

As required by the Resource Sustainability Act (“RSA”) recently introduced by the Ministry of Environment and Water Resources, our processes are compliant and we ensure the proper collection and treatment of electrical and e-waste.

E-waste bins are placed in all StarHub Platinum shops as required by RSA for retailer premises with a floor area of more than 300 sqm. The e-waste is then collected and disposed of by an NEA licensed operator.

OUR ENVIRONMENTAL PERFORMANCE

Note: Figures may not add due to rounding.

Community

We are committed to being a responsible corporate citizen and contributing to community development.

We started our social outreach programme in 2015. Since then, we have reached out to various service user groups including the elderly and disadvantaged hawkers through a three-year partnership with Dignity Kitchen, Dorcas, Lions Befrienders, MINDS Towner Gardens School and Metta School through Community Chest’s FUDAI and HeartStrings Walk.

In the year, we continued our support of Community Chest FUDAI 2020, an annual event that brings together the private and public sectors to share the Lunar New Year festive joy with the less fortunate through the donation and distribution of FUDAI or fortune goodie bags. Our staff volunteers packed and delivered over 200 FUDAI which contained 13 essential food items to beneficiaries staying in the Redhill estate.

Economic Performance

We are committed to creating sustainable value for our shareholders and stakeholders.

For a detailed description of our financial performance, please refer to the Group Financial Review section of the Annual Report. A summarised version of the economic value generated is presented here in line with the GRI Standards.

Financial Assistance from Government
We received S$159,000 in 2019 and S$210,000 in 2018 under the Workforce Singapore, Wage Credit Scheme and Temporary Employment Credit in Singapore. In 2020, the Singapore government launched COVID-19 grants and relief measures to support companies impacted by the COVID-19 pandemic. We received S$6.4 million including Jobs Support Scheme, Work-Life Grant, Wage Credit Scheme and other rebates.

Anti-corruption
Our corporate governance policies cover areas of Fraud, Whistleblowing, Document Retention and Conflict of Interest to facilitate the development of controls that will aid in the detection and prevention of any fraud, misappropriations and other irregularities. To further emphasise the importance of corporate governance, we introduced an Anti-Corruption Policy in October 2018.

All new employees are required to read, understand and be assessed on these policies as part of the onboarding process. In addition, the Anti-Corruption Policy is sent out to all staff on a yearly basis as a reminder and to emphasise our zero tolerance towards corruption.

Compliance
The Group is committed to complying with applicable laws where we operate. We regularly review the local legislation to keep our policies updated. There were no incidents of violations of social or economic regulations in the reported period.

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