upon encountering unsafe conditions or observing unsafe acts within the workplace. In addition, the NIOSH Tenaga Safety Leader Passport (NTSLP) certification, which is implemented across the Group for all employees, has been extended and enforced in the fiscal year for contractor supervisors. This aims to address the primary cause of past contractor accidents due to inadequate supervision. NIOSH had acknowledged the strategic partnership of this program, further validating its importance and impact. Customer Experience With attention to customer centricity, a variety of channels, utilising the “Click, Call, Come Over,” platform, is made available to customers. The platform covers a wide range of touch points that enable quality solutions, services and continuous interaction options to enhance customer experience. A systematic approach is in place for timely resolution of feedback suchas service requests, complaints, comments, enquiries and concerns. In addition, the myTNB web portal and mobile application are available to customers to manage their electricity account(s) in one location. myTNB allows customers to make express payment of electricity bills without needing to log in. Business Continuity Management The TNB Business Continuity Management (BCM) Framework was developed in alignment with ISO 22301:2019 ‘Security and Resilience - Business Continuity Management Systems’. The framework provides a structured approach in managing business continuity in the Group that enables prompt, coordinated and effective response to a crisis and maintain continuity of essential activities as well as protecting human life, assets, reputation and the environment. The framework is the focal point of reference for TNB business entities to formulate and implement business continuity strategies tailored to respective business objectives and critical functions. The robustness of the TNB Corporate Crisis Command Structure, of which the President/CEO and TNB Management are members, is tested annually through planned drills and is