smart meter users to efficiently regulate their electricity usage by establishing threshold alerts. By the end of 2023, approximately 287,625 customers had subscribed to the Energy Budget facility. As a result, these customers have collectively reduced their electricity consumption by 86,935MWh, which is equivalent to about 60,856 tonnes of CO2 emissions avoidance 3 In line with our commitment to digital transformation, we consistently expand the range of services available on our digital customer platforms to meet evolving customer needs and expectations, such as: Our annual Customer Satisfaction Index (CSI) is the primary platform for gauging how happy our customers are with our service delivery and solutions. Several aspects are included in the assessment, such as TNB’s reputation, branding, reliability of electricity supply, and energy efficiency, as well as thecustomer service experience. In 2023, we achieved a high CSI score of 88%, maintaining a score of more than 85% for three (3) consecutive years. MANAGEMENT APPROACH SUSTAINABILITY DISCLOSURES ON MATERIAL MATTERS TENAGA NASIONAL BERHAD Integrated Annual Report 2023 88 Facilitating Customers’ ET Journey Through Dynamic Energy Solutions We believe that customers play an important role in Malaysia’s ET journey. We provide opportunities to customers to make informed choices on RE and EE such as: Safeguarding Customer Privacy We are unwavering in our dedication to ensure the privacy and security of our customers’ data. Our cybersecurity measures are outlined in the TNB Cyber Security Operation Model that are aligned with regulatory requirements such as the Personal Data Protection Act (PDPA) and adhere to industry standards like the Payment Card Industry Data Security Standard. Refer to MM10 (Cybersecurity Management), pages 100-101. Customers in the FiT programme export RE produced to the national grid at a fixed price. In 2023, 9,475 new FiT projects were commissioned with a total installed capacity of 585.97MW Feed in Tariff (FiT) Customers export excess