We are committed to creating long-term value for all of our
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.
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
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
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.
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.
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:
- Identification: We identified sustainability issues that reflect our business’ impact on the environment, society and economy and their significance to our stakeholders.
- Prioritisation: We shortlisted the issues that represent the most significant environmental, social and economic impacts of our operations.
- Validation: We considered the significance of our material impacts to stakeholders and how they might influence the assessments and decisions of stakeholders.
- Review: We sought feedback from stakeholders on this report to review our material topics for the next reporting cycle.
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.
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.
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.
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.
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
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
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
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.
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.
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.
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.
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.
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.
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.
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.
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.
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:
- Specialist Consultation and Treatment claim;
- Flexi-Benefit with limit for Optical, General Medical, Dental, Mobile Phone and Health Screening;
- Bonding Funds;
- Marriage/Family Care/Examination Leave(s)/Shared Parental Leave/Paternity Leave;
- Executive Health Screening for employees aged 35 years old and above; and
- Hospitalisation & Surgery/Personal Accident/Term Life Insurance.
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
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.
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.
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.
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
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.
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.
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.
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.
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.