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Capital Input
- Social and Relationship
- Human
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Material Issues
- Indirect Economic Impact
- Human Capital Development
- Diversity and Inclusion
- Labour Standard and Practices
- Health and Safety
- Community Enrichment
- Customer Welfare
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Activities
- Employee Learning and Development
- Employee Engagement
- Health and Safety Training
- Community Investment
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Value Created
- Upskilled Workforce
- High-performing Workforce
- Safe and Healthy Communities
Engaging with Stakeholders
We recognise the value that our employees, customers and the community bring to our businesses.
TALENT DEVELOPMENT
- Formal Talent Pipeline Development Strategy
- Partnership to Develop Joint Training Programmes
- We offer tuition fee discounts for staff who wish to pursue their post-graduate / professional certification such as the Coding Bootcamp with 42KL.
- We will also collaborate with Sunway iLabs to deliver a Design Thinking Workshop for staff.
EMPLOYEE HEALTH, SAFETY AND WELLBEING
- Employee Engagement
- Ensuring a Safe Workplace
Family-friendly Policies
Work + Life Integration
Health and Well-Being Initiatives
Flexible Working Hours
Work from home arrangements
Workplace Dignity
- Diversity and Inclusion
- Human Rights
We are committed to ensuring fair treatment to all our employees and ensure that no discrimination is practised in Sunway REIT by observing the following local labour laws and internationally recognised human rights principles:
- The UN Guiding Principles on Business and Human Rights
- International Labour Organisation (ILO)
- Employment Act 1955
We are also guided by Sunway Berhad’s Human Rights Policy which outlines Sunway Group’s respect and support for the Universal Declaration of Human Rights and the United Nations Guiding Principles on Business and Human Rights.
We are also guided by Sunway Berhad’s Human Rights Policy which outlines Sunway Group’s respect and support for the Universal Declaration of Human Rights and the United Nations Guiding Principles on Business and Human Rights.
We are also guided by Sunway Berhad’s Human Rights Policy which outlines Sunway Group’s respect and support for the Universal Declaration of Human Rights and the United Nations Guiding Principles on Business and Human Rights.
- Providing equal opportunities
- Respecting freedom of association
- Eradicating any form of harassment or abuse
- Enhancing safety and health
- No forced / compulsory labour
- Protecting the rights of children
We are committed to ensuring that no children are employed directly by Sunway or our contractors.
Customer Satisfaction
- Sunway REIT is committed to prioritising customer satisfaction and will do our utmost to address their concerns.
- We are dedicated to the process of obtaining feedback from our customers at all our properties through surveys and measurement tools to better understand what our customers think about our products and services.
- Hotel
- Retail
- Office
HOTEL
Sunway Resort Hotel, which was undergoing renovation in 2022, was rated highly by TripAdvisor. Guest satisfaction and feedback were collected via feedback Forms and TripAdvisor reviews.
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Retail
As the nation transitioned from pandemic to endemic, Sunway Malls reinstated its Customer Satisfaction Survey to understand new customer sentiments that may have changed during the two years of sporadic movement control order phases. The results achieved in 2022 will be used as a new benchmark for the coming years, as businesses restart, restore and recover in the post-pandemic new normal.
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OFFICE
Sunway Offices continued to maintain high customer satisfaction scores at 99% in 2022, with nearly all five properties reaching near perfect scores. This was the second consecutive year that the Office segment retained such high scores.
One of the reasons for the significant improvements in the NPS and the customer satisfaction scores was the strong support extended by the Company to the tenants during the COVID-19 pandemic. Another reason was because of our ability to systematically track all service requests submitted by our building tenants through the e-service request software to ensure we achieve 100% completion of the services on a timely basis. The Sunway Property Management App, which allows tenants to submit service requests in a seamless manner was introduced in 2017 as a proof of concept and subsequently widely proliferated in 2019. Based on the feedback, tenants were happy with the shorter downtime of their buildings’ equipment and facilities.
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Safeguarding our Communities
- Sunway’s Safe City concept has been integrated into all of Sunway’s townships including Sunway City Kuala Lumpur, where most of our properties are located.
- The concept, which adopts the principles of Crime Prevention Through Environmental Design (CPTED) at the building design and planning stage, keeps our stakeholders safe.
- Apart from closed circuit television cameras (CCTVs), our townships are guarded by security personnel and auxiliary police.
1. SECURITY AND CRIME PREVENTION
- Enforced by more than 1,000 security personnel including auxiliary police, in-house security and outsourced security guards.
- Partnered with the Royal Malaysian Police Force (PDRM) and the Malaysian Crime Prevention Foundation (MCPF).
- Auxiliary police go through a two-month intensive training programme at PDRM’s training centre.
2. EMERGENCY RESPONSE PLAN
- Panic buttons are installed in all Sunway Mall car parks.
- At least one fire drill or evacuation exercise is held annually to comply with the Fire and Rescue Department’s (Bomba) requirements. Failure to comply will affect the renewal of fire safety certificates for Sunway REIT properties.
- Sunway City is equipped with Sunway Immediate Forward Teams (SWIFT) to respond to emergencies and disasters.
3. ESCALATORS
- All new escalators are installed with additional auxiliary brakes, in accordance with British Standard EN 115. Regular inspections are conducted on all escalators and travelators.
4. ENFORCEMENT OF CLEAN AIR
- Sunway’s auxiliary police were empowered by the Ministry of Health in 2019 to issue summons to anyone caught smoking in non-smoking zones in Sunway City.
5. MINIMUM TRAINING FOR AUXILIARY POLICE & SECURITY PERSONNEL
- Auxiliary police attend at least two firearm training sessions conducted by PDRM.
- Security personnel attend monthly training sessions conducted by Sunway’s Group Security Department, 48-hour foot drills and Bomba training, a two-month intensive training programme and 16 hours of classroom training each year.
Enhancing Customer Experience
Internet of Toilet
- To enhance on customer experience, Sunway Pyramid Shopping Mall unveiled its latest innovative facility, the Internet of Toilet system, for optimised performance and efficiency.
- The all-new smart toilet system, which was developed through a partnership with Singapore-based amenities expert Rigel Technology, aims to reduce cost, downtime and water consumption.
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At Sunway REIT, we always strive to enhance customer experience by leveraging technology and innovation across our properties. Most of our properties are currently equipped with smart technologies to provide a seamless customer experience.
Our award-winning smart parking system recognises car registration numbers and allows cashless payments in all our properties.
Our shopping malls have upgraded their building security through the installation of CCTVs with high resolutions, behaviour analysis and face detection.
We are currently developing a self-service kiosk in Sunway Pyramid Shopping Mall’s ice rink to deliver a seamless experience to customers.
Our shopping malls are equipped with a Unified Payment Terminal, enabling retail tenants to accept cashless payments from e-wallets, debit cards and credit cards via an all-in-one payment terminal.
Tenants and mall operators are able to communicate via RetailTECH, a mobile app used by Sunway Malls to bridge communication gaps and improve the delivery of operational solutions.
Sunway Pyramid Shopping Mall offers an indoor positioning system facility on a mobile app, which allows shoppers to get directions within the mall via the app. The app will be available for other malls in the near future.
- Education
- Healthcare
- Community Enrichment
Education
In 2022, Sunway Putra Mall helped to raise fund for Buku Jalanan Chow Kit, a nonprofit organisation that provides education to underprivileged children in Chow Kit, Kuala Lumpur to enable them to escape the cycle of poverty.
Healthcare
In 2022, Sunway Pyramid Mall and Sunway Putra Mall organised a blood donation drive with the University Malaya Medical Centre. Successful donation will be used for clinical transfusion for patients in University Malaya Medical Centre. According to Community Blood Center, one pint of blood can save up to three lives
Sunway Pyramid Shopping Mall
Sunway Putra Mall
Wisma Sunway
Community Enrichment
In 2022, we reached out to the communities in need to help ease their financial burdens amid several lockdown periods and a challenging economic landscape. These communities included the underprivileged, the lower group from the Bottom 40 (B40) income segment and frontliners, as well our tenants who needed financial and moral support.
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Festive Cheers | Raya Cheer
Highlights
- COVID-19
- Green Lease
Tenant Support
Rental Rebates
Vaccinations
Quarantine centre
GREEN LEASE
- Sunway REIT remains committed to its Net Zero Carbon Emissions by 2050 Roadmap and will continue to explore further methods of cutting emissions from its properties. Operationally, our focus has been on reducing Scope 1 and 2 emissions. However, in the context of our business, it is Scope 3, in particular our tenants, that contributes the highest emissions.
- As of 31 December 2022, the Green Lease Partnership Programme has garnered the participation of 100% of hotel master lessees and 21% of retail and office tenants.
- The tenants have signed a memorandum of understanding (MoU) and are committed to working closely with us to improve building energy efficiency, water-saving measures and diversion of waste from landfills towards a circular economy.
- Among the prominent tenants were The Body Shop, Muji, L’OCCITANE, Starbucks Coffee, Roche (Malaysia), Accenture Technology Solutions and Sunway Hotels. These global brands have long embraced and cultivated sustainable practices within their respective organisations as well as their product and service offerings
