CRO Social Governance TENAGA NASIONAL BERHAD Integrated Annual Report 2023 60 An essential aspect of our sustainability agenda involves understanding how to create value for our key stakeholders, maintaining open communication and keeping them informed and updated. Stakeholder engagement helps us to determine our material sustainability matters and prioritise them based on their significance. By engaging with stakeholders continuously, we can monitor changes in stakeholder expectations and adapt our strategies and practices accordingly to ensure that our actions align with their needs and expectations. MATERIALITY ASSESSMENT CUSTOMERS Residential and non-residential segments encompass business customers in the commercial and industrial sectors, such as Government, Large Businesses, and Micro, Small, and Medium Enterprise (MSMEs). One Stop Centres (Kedai Tenaga) Call centre myTNB mobile application and online portal Customer surveys Social platformactivities Roadshows Campaigns One-to-one engagements E-mail Engagement Plaftorm • New technologies (implementation of the smart meters and their offerings, smart solutions, solar solutions and platform solutions) • Customer experience and service delivery • Accessible, affordable and reliable supply of electricity • Regulated and non-regulated innovative solutions • Customer education on energy literacy and renewable energy • Customer take-up rates on green/sustainable solutions • Matters related to Personal Data Protection Act (PDPA) compliance Areas of Interest or Concern • Customer Experience and Satisfaction, pages 87-89 • Reliable Energy and Fair Tariffs, pages 77-78 • Energy Transition and Innovation, pages 68-71 • Cybersecurity Management, pages 100-101 Our Response OUR SUSTAINABILITY AGENDA IS FOCUSED ON WHAT MATTERS TO OUR STAKEHOLDERS EMPLOYEES TNB Group has 34,543 full-time employees (contractors excluded). T ownhall sessions Turun padang, brown-bag sessions and other outreach programmes Online portal (intranet), newsletters, emails and digital boards