receptors without substantial changes in quality apart from a slight increase in temperature, subject to authorisation and continuous controls to guarantee the absence of measurable impacts on exposed ecosystems. ii. Total water withdrawal is the sum of the various water resources obtained by direct measurement (flowmeters) or by estimating the output of the water withdrawal pumps. In TNB, most of the water withdrawn is used in cooling processes, especially in power generation. The rest of the water withdrawn corresponds to other auxiliary services of the generation plants and consumption at offices. iii. Total water discharge data is obtained from the power plant’s water treatment facilities prior to discharge in full to natural receptors. ** Hazardous waste only. The revised methodology used for FY2023 data includes fly ash from coalpower plants and e-waste from offices. The target declared is aligned with the DOE target under Pelan Strategik Jabatan Alam Sekitar, Malaysia (Teras 1: Penguatkuasaan Pintar). The recycling rate refers to the total waste diverted from landfills. OUR PERFORMANCE SUSTAINABILITY DISCLOSURES ON MATERIAL MATTERS SUSTAINABILITY STATEMENT Sec 3 87 It is our pride and our privilege to serve our diverse range of customers with quality products and services, while continuously finding ways to enhance the customer experience. In recent years, we have also sought to empower our customers with smarter and greener solutions. MM 7 Customer Experience and Satisfaction While we operate through four (4) primary communication channels: Click, Call, Come Over, and Go Over, our Click channel has witnessed continual growth over the years with 6.7 million subscribers to the myTNB platform, constituting over 66% of our customer base. We continue to provide appointments for customers who prefer face-to-face transactions at our Kedai Tenaga. Strengthening Customer Experience Digitalising Customer Services Digital billing for customers who opt for e-bills instead of printed bills, contributing to