58 ABOUT THIS REPORT WE ARE KENANGA LEADERSHIP STATEMENTS SUSTAINABILITY AT KENANGA KENANGA INVESTMENT BANK BERHAD SUSTAINABILITY REPORT 2023 SUSTAINABLE ECONOMIC GROWTH In relation to the creation and distribution of promotional and marketing materials, we have a set of internal procedures to further uphold our standards. All employees have access to the following guidelines via the Group’s Intranet: Our intermediaries such as, agents and remisiers are provided with relevant information and training that emphasises the importance of upholding and demonstrating high standards of ethics and honesty in client interactions. All our remisiers are required to comply to the Group Code of Conduct to ensure our services are delivered with integrity. Any complaint received must be directed to the appropriate Complaint Officer for further action, in accordance with our Group Complaints Handling Procedure. Establishing a Client-Centric Strategy Our focus is centred on listening and catering to the diverse needs of our clients. To facilitate two (2)-way communication with all our existing and prospective clients, we utilise several channels such as the ones listed below to actively seek and gather feedback from our clients to help improve their experience with us. Group Advertisement Policy Outlines guiding principles, regulatory requirements, and guiding frameworks for Kenanga Group’s communications through the use of traditional and digital advertisements. Group Social Media Policy Contains guiding principles and an employee participation framework that sets expectations for appropriate behaviour which outlines procedures and guidelines for the Group’s communications on its social media platforms. Group Media Relations Policy Establishes guiding principles and a framework within the Group in its engagements with print, electronic and broadcast media. Group Complaint Handling Procedure Establishes guiding principles and a framework within the Group for its complaint handling processes and procedures for all stakeholders. DIGITAL COMMUNICATIONS PLATFORMS • Promotional updates, product information and corporate news are constantly updated on all our digital communication touchpoints, which include product and corporate websites, as well as social media platforms including Facebook, Instagram, LinkedIn, Telegram and TikTok • Digital touchpoints enable direct client interaction, where we monitor and respond to queries, feedback and complaints that come through TELEPHONY SUPPORT • Our customer helplines provide access to information, advice and assistance in handling customer queries and complaints through toll-free numbers. Further details can be found at: https://www.kenanga.com.my/contact-us PHYSICAL BRANCHES • Complementing our digital channels, we extend our services through 34 physical branches nationwide. More information is available at: https://www.kenanga.com.my/branches Combating Financial Scams Fighting financial scams is crucial to safeguard our clients’ wellbeing and preserve the integrity of the financial system. Scams and fraudulent activities undermine trust in financial institutions and markets, eroding confidence amongst investors and consumers alike. In 2023, Kenanga Group has expanded its scam awareness efforts through its corporate websites and social media platforms such as Facebook, TikTok, Instagram, and Telegram to educate the public about financial scams and provide practical tips on prevention. To further assist our clients and public, a dedicated email and hotline channels were established to facilitate the reporting of scam-related issues. https://www.kenanga.com.my/news/ articles/stay-smart-stay-alert SCAN HERE for more or visit the link below
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