customers are provided with multiple platforms, such as TNB Careline’s official Facebook page and one-stop call management centre (15454), to channel their suggestions, requests, complaints and questions. We are committed to responding to all feedback and recorded a 99.7% resolution rate in 2023, in accordance with the Minimum Service Level regulated by the Energy Commission. Enhancing Customer Satisfaction CSI (%) 2023 88 2020 86 2019 81 2022 87 2021 87 CEI (%) Overall score 95 Careline 96 Kedai Tenaga 96 myTNB portal 91 myTNB App 96 2023 6,742,081 2020 3,112,487 2019 988,311 2022 6,294,064 2021 5,567,409 Number of Customers Subscribed to myTNB Customer Interaction Channels (Digital/Non-Digital) (%) Digital Platform Non Digital Platform 2023 8.3 91.7 2020 13.0 87.0 2019 20.9 79.1 2022 9.2 90.8 2021 10.1 89.9 No MetricBursa Ind. Unit 2021 2022 2023 Targets Customer Experience and Satisfaction 1 Number of substantiated complaints concerning breaches of customer privacy and losses of customer data C8(a) number - - 0 Zero complaints 2 Subscription to myTNB apps - number 5.6mil 6.3mil 6.7mil 70% of total TNB customers in 2024 3 Rooftop solar - MWp 22 45 105 120 - 150MWp installation in 2024 4 CSI - % 87% 87% 88% 85 - 88% OUR PERFORMANCE SUSTAINABILITY DISCLOSURES ON MATERIAL MATTERS TENAGA NASIONAL BERHAD Integrated Annual Report 2023 90 We believe in building the nation through reliable and affordable electricity, and contributions that engage and develop the community. We aspire to drive progress and bring positive impact to the community through various corporate responsibility programmes by allocating 1% of our Profit After Tax towards these programmes. We are committed to community development in line with our tagline “Better World. Brighter Lives.” by brightening lives in Malaysia and beyond. MM 8 Community Development and Human Rights We actively engage in supporting livelihoods and elevating the economic and social quality of life for individuals within our communities. In 2023, we continued to refurbish and