Our customers are key contributors to our success as a commercial enterprise. Through their purchases of our products and services, they provide us a direct gauge of the efficiency and effectiveness of our product and service portfolio. To maintain high levels of customer satisfaction, we need to fully understand our customers needs.

• Customer satisfaction levels are benchmarked through the Net Promoter Score system conducted annually.

• Customer experience
• Product affordability
• Network availability

Driving efficiencies and innovations through investments in new technologies

Establishing strategic ties with “Over-the-Top” (OTT) or other digital product developers to create products and services that meet evolving customer needs, increase the Group’s share of customers’ wallets and rebuilds customer loyalty

As our human capital base, our employees are a key resource for all our activities in the realisation of our vision to become a New Generation Digital Champion by 2021. Employee satisfaction is a top priority, and we continuously strive to ensure that morale remains high in all our business units.

• Employee Engagement Survey conducted each quarter
• Town hall Meetings conducted annually

• Career development
• Employee communication

• Developing our people through robust talent development programmes
• Offering attractive performance-based rewards
• Providing a safe and healthy work environment
• Ensuring continuous employee engagement through a variety of channels

As owners of the Company, shareholders provide us with the financial capital needed to sustain our growth. Consequently, they are entitled to receive a return on their investment and to be apprised of developments in the Company. They are also entitled to express their views on the Company or to share any concerns about the way the business is being run.

• Annual General Meeting
• Investor Roadshows
• Analyst Meetings

• Business performance and strategy
• Social responsibility initiatives

• The Axiata Treasury Management Centre has been tasked to oversee and control the Group’s treasury and funding matters.
• The Centre develops hedging strategies which are governed strictly by the treasury policies, taking into consideration current and future outlook of the relevant economies and foreign exchange markets with the ultimate objective of preserving the Group’s profitability and sustainability.

Our regulators and authorities specify the laws and regulations that determine the scope and extent of our activities in our respective countries of operation. They provide our OpCos access to spectrum and operating licences, and impose regulatory measures with potential cost implications for our Group. We maintain open channels of communication with them, as they are best positioned to provide advice and clarification in relation to our operations and obligations.

• Axiata works proactively with local regulators and authorities from every jurisdiction as local requirements vary from one country to the next.
• Compliance with the Malaysian Communications and Multimedia Commission (MCMC)
• Compliance with Bursa Malaysia

• Information security
• Personal Data Protection Act 2010
• Tax issues

• Advocating strict compliance and transparency in putting our case before the relevant authorities
• Participating in government consultations and sharing knowledge and best practices in the development of healthy regimes for the telecoms sector
• Ensuring our Group Regulatory Policy is based on strict compliance with all applicable laws and regulations, regulatory obligations and governmental policies in the jurisdictions in which we operate
• Obtaining regulatory advice in an efficient and cost effective manner as and when required

Our broad range of suppliers support all aspects of our business. Our supplier chain covers vendors supplying infrastructure components to professional corporate service providers. They are our key enablers as providers of vital services. It is important that we maintain a professional relationship of trust where views from either party can be freely exchanged, as well as to apprise them of changes to our procurement policy and to seek relevant feedback and information from them.

• Supplier Code of Conduct
• Vendor Satisfaction Survey

• Payment practices
• Delivery and definition of vendor performance

• Centralised Axiata Procurement Centre that handles all network related procurement to improve efficiencies
• Conducting Supplier Performance Management assessments for continuous improvement in vendor performance
• Optimising procurement budgets and the development of a network of suppliers and vendors committed to best practices and enhanced corporate governance

The media is our primary channel of communicating with the public at large. They play a critical role in sharing information such as our Company’s financial performance and changes to our products and services, as well as information on our CR programmes. They also provide us with valuable feedback on any general concerns or views that the public may have about us.

• Media Meetings
• Quarterly Media Surveys
• Media Releases and Press Conferences

• Company performance and strategy
• Future business aspirations

• Emphasising on our long-term value creation efforts which extend beyond commercial considerations, and include initiatives that will result in greater social uplift of our communities and contribute to positive market impacts in the long-term.
• Sharing updates on our efforts to expand our regional network coverage to connect less commercially viable rural regions
• Sharing updates on our digital inclusion efforts to facilitate access to digital connectivity for underserved segments of the community

Through our Corporate Responsibility (CR) projects, we are contributing to the ongoing socioeconomic development of our communities in our operating countries. This present us with the opportunity to ascertain how we can make meaningful impacts on their lives and improve our products and services to better serve them.

• Axiata Young Talent Programme
• Axiata’s Corporate Responsibility Programmes
• Green Initiatives
• Disaster Management and Response Initiatives

• Social requirements
• Specific feedback on our CR programmes and initiatives

• Innovating our digital offerings to meet the needs of all our communities including those located in rural regions.
• Developing digital ecosystems that provide basic services such as access to capital (m-money) and trade transactions (m-commerce).
• Tailoring products and services to meet the specific needs of particular segments of the community, such as the ‘Govi Mithuru’ service that was launched for Sri Lankan farmers by Dialog.

• Axiata Treasury Management Centre oversees and controls treasury and funding matters.
• Develops hedging strategies which are governed strictly by treasury policies
• Takes into account current and future outlook of the economy and FOREX markets

• Driving efficiencies and innovations through investments in new technologies
• Enhancing cost efficiencies
• Establish strategic ties with ‘Over-the-Top’ (OTT) or other digital product developers to create products and services that meet evolving customer needs, increase the Group’s share of customers wallets, retain customers and maintain our Profit After Tax.

• Strict compliance, and fair and transparent practices of government policies.
• Dedicated personnel and resources to monitor all relevant developments
• Maintaining regular engagement with governing authorities and regulatory officials
• Participating in government consultations and industry knowledge sharing for the sustainable development of healthy regulatory regimes
• Enhancing our process flows to encourage quick and cost-effective responses to changing regulations

• Our Cyber Security Steering Committee ensures strict compliance with security policies and procedures.
• Implementing the technologies and tools to minimise the risk of security breaches
• Implementing preventive, detective and responsive controls to minimize the risk of a successful attack

• Keeping up to date with policy initiatives at national and international levels
• Expediting the implementation of action plans to ensure compliance and strengthening of cyber security measures to safeguard data security and integrity

• Axiata Procurement Centre’s key role is to manage vendor-related risks, monitor vendors’ performance and develop new relationships to reduce dependencies.
• Continuously address issues such as network congestions, drop calls, and upgrades to network coverage to ensure better quality network and service delivery
• Operating procedures with appropriate incident escalation procedures and adequate disaster recovery plans in place at each OpCo to ensure seamless business continuity
• Maintaining a global insurance programme to mitigate business losses

• Working closely with the respective OpCo Management, leveraging on their local expertise, knowledge and ability to continually assess the changing political scenario
• Implementing measures to ensure timely response in the event of such occurrences
• Maintaining neutral government relations
• Contributing to our operating countries’ socio-economic development

• Closely monitoring the competitive landscape
• Exploring and investing in technology and platform upgrades
• Reviewing the relevance of products and services
• Prudent cost management keeping budgets lean while maintaining strong strategic alliances with network vendors to keep pace with technology shifts

• Our Mergers and Acquisition Committee oversees all acquisitions and divestments
• Maintaining a robust due diligence process to evaluate and manage the potential risks involved
• Post-acquisition, transition teams are put together to ensure that organisational, cultural and mind-set changes required are implemented appropriately.

• Talent Management team is on a constant lookout for suitable employees
• Developing our people through robust talent development programmes
• Providing attractive performance based rewards and providing a safe and healthy work environment
• Advocating staff empowerment to allow for employees to respond to rapidly changing customer demands and work processes
• Focusing on employee engagement to to motivate employees and increase staff morale and attrition rates.

• Constantly reviewing and refreshing our Group’s whilst maintaining financial prudence
• Reviewing and revamping capital expenditure (capex) governance and business planning processes, focusing on prudent cost management and capex productivity, whilst increasing our visibility of these expenditures across all OpCos

• Our Code of Conduct sets out rules and guidelines on how personnel acting for or on behalf of the Group are expected to conduct business.
• Continuing to focus on maintaining and further developing a strong ethical platform and corporate governance standard to support Axiata’s business integrity and strong performance