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Engaging with Stakeholders

We recognise the value that our employees, customers and the community bring to our businesses.


Partnership to Develop Joint Training Programmes

Formal talent pipeline development strategy


Family-friendly Policies

Work + Life Integration

Health and Well-Being Initiatives

Flexible Working Hours

Workplace Dignity

Diversity and Inclusion

Human Rights

Customer Satisfaction


In the period under review, Sunway Hotels continued to score highly in the Global Review Index by ReviewPro, a measurement tool used by hotels globally to benchmark their reputation management efforts.

Global Review Index Score FP2021

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Sunway Offices has once again improved its customer satisfaction scores, with nearly all five properties reaching near-perfect scores. The Net Promoter Score (NPS) has also increased significantly for all properties except for Menara Sunway.

One of the reasons for the improvements in these scores can be tracked back to the introduction of the Sunway Property Management App, which has been widely adopted, with 90% of building occupants being active users. It allows tenants to easily submit service requests, anytime and anywhere, through their mobile phones, after which their requests will be attended to and resolved within the time outlined in the service level agreement.

NPS FP2021

Customer Satisfaction FP2021

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Safeguarding our Communities

Enhancing Customer Experience

Internet of Toilet

  • Asset 2
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  • People Counter Manages

    The number of people using the toilet

  • Integrated Feedback Panel

    Allows consumers to provide feedback

  • Temperature & Humidity Sensor

    Controls the humidity in the toilet

  • Ammonia Sensor

    Detects ammonia to prevent foul smells

  • Sensor Soap Dispenser

    Reduces soap wastage

  • Sensor Tap

    Enables water conservation

Technology Solutions for Customer Satisfaction

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.

Smart Parking

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.

Self-service Kiosk

We are currently developing a self-service kiosk in Sunway Pyramid Shopping Mall’s ice rink to deliver a seamless experience to customers.

Digitalised Payment

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.

Bridging Communication

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.

Indoor Positioning System

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.



Sunway Pyramid Shopping Mall

> 0 Donors

Sunway Putra Mall

> 0 Donors

Sunway Carnival Shopping Mall

> 0 Donors

Wisma Sunway

> 0 Donors

Community Enrichment

  • Festive cheers
  • Food Aid Programmes
  • Emergency Relief Efforts
  • Festive Cheers | Raya Cheer


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Amid the economic slowdown and lockdown periods, Sunway REIT helped its stakeholders and the nation overcome pandemic challenges by reaching out to its tenants and supporting the National COVID-19 Immunisation Programme.



This Report has been developed according to the highest reporting standards and benchmarked against best industry practices. It has been prepared in accordance with the Global Reporting Initiative (GRI) Standards and meets the criteria of the Bursa Malaysia Main Market Listing Requirements on sustainability reporting. This Report has been externally and independently assured by SIRIM QAS International Sdn Bhd, which has verified that the policies, initiatives and data disclosed here are accurate and acceptable

  • Download Sustainability Statement 2021
  • View All Past Annual Reports


Sunway REIT provided rent-free spaces as vaccination centres to support the National COVID-19 Immunisation Programme, reaffirming its commitment towards nation-building.

Sunway Carnival Convention Centre

Sunway Pyramid Convention Centre

> RM 0 million

Total value:

(Including utilities, paid volunteers, free parking spaces, publicity value, marketing and communication, vouchers and sanitisation)


Total number of volunteers:


No. of room nights occupied

rental rebates

Sunway REIT helped to ease the financial challenges of its tenants by providing them with rental rebates during the lockdown period.
RM 0 million

Total value of rebates :
Up to



No. of room nights occupied


No. of staff involved

> RM 0

Cost of sanitising guest rooms

> RM 0

Sponsorship of accommodation and food for on-duty authority officers

> RM 0

Provision of personal protective equipment for staff (face masks, face shields, suits and gloves)


  • Marketing support

Various initiatives were implemented to market the businesses of tenants, including blood donation drives, spin & win contests, food collection for the needy and festive and safety campaigns, among others.

  • Tenants’ redemption of vouchers in exchange for rent

The voucher redemption campaign required tenants to pay a certain percentage of their rent in vouchers, which were used by the malls to attract customers and boost sales.

  • Flexible operating hours​

Tenants were allowed to operate for only eight hours compared to 12 hours during pre-pandemic days, enabling them to save on manpower cost.

  • Relief support through the #kitasupportkita initiative for the malls

The malls purchased vouchers from F&B and essential items tenants to be given as gifts to retailers’ staff to encourage shopping and to boost business in the malls.

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