needs and expectations. FY2023 ESG KPIs for TNB Top Management In 2023, sustainability-linked Key Performance Indicators (KPIs) were further enhanced and embedded within the Board and senior management’s performance evaluation scorecard to drive group-wide accountability in steering our sustainability performance. Sustainability performance objectives relating to the ESG pillars are tied to the President/CEO and T op Management KPIs, as shown below: Cross reference with the remuneration policies for Board and Top Management in the IAR under the Corporate Governance section, Principle A Board Leadership & Effectiveness. KPI Overall TNB ESG Rating Score Renewable Energy Growth & Opportunities Carbon Emission Rating/Score Battery Storage (Grid) Data Centre Power Usage Effectiveness Lost-Time Injury Frequency Rate (LTIFR) Energy Literacy Human Capital Development Rating/Score Integrity Health Index Corporate Governance Rating/Score Corporate Behaviour Rating/Score ESGRisk Profiling Environment CEO CSO CDNO CPO MD GENCO CPeO CNeO CoSec CIA CFO CRSMO CReO CGBSO CIDO CGO CIO CSVO 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