EMISSIONS AND ENVIRONMENTAL IMPACT As a responsible financial services provider, we recognise the impact that we have on the climate and natural environments as a whole, both through our operational practices and the financing that we provide to our customers. In response, we have set out action plans and targets to drive positive change. This includes the goals of achieving operational carbon neutrality (across Scope 1 and 2 emissions), reducing our exposure to carbon-intensive sectors by 2030, and achieving Net Zero by 2050 as outlined within our Sustainability Commitments. We are guided along this journey by BNM’s CRMSA and CCPT requirements, and the TCFD Recommendations. These rigorous standards have led to us introducing a comprehensive climate-related governance structure and risk management framework, empowering us to thoroughly consider and implement climate-related risks and opportunities within our strategies and business processes. Concurrent to this, we continue to make progress in introducing energy efficient technologies and RE across our business, while minimising negative impacts across the environmental spectrum as a whole through resource management, waste reduction, and water conservation initiatives. OUR PROGRESS IN 2024 Through initiatives like the Technical Career Track, we empower our employees with structured training and upskilling programmes, enabling them to develop advanced technical expertise. This focus on internal talent development ensures transparent career progression, reduces reliance on external consultants, and optimises project costs, strengthening our resilience and aligning with governance standards. Technology also plays a pivotal role in fostering employee engagement and well-being, as demonstrated by the Digital All Star (Bravo Initiative). By integrating digital tools to facilitate team-building, well-being, and leadership development activities, the programme creates a more connected and motivated workforce. Encouraging inclusivity and leadership opportunities across all levels, it aligns our workforce with broader social sustainability objectives. The integration of technology within governance processes enhances transparency, accountability, and efficiency. By enabling data-driven decision-making and streamlined operations, we ensure that our governance practices are impactful and forward-thinking, positioning us as a leader in sustainability and innovation. OUR PERFORMANCE Customer Complaints We regularly analyse customer feedback to identify the root cause of their concerns and conduct in-depth investigations to resolve them and prevent recurrence. This approach enables us to drive continuous improvements in our processes, products, and services, ensuring a better experience for our customers. 2022 2023 2024 Number of Customer Complaints 59,957 55,217 57,543 We currently have 11 branches and one contact centre classified as “green branches” within our network, with two more in progress. The Seri Petaling branch is awaiting approval from the Sustainable Energy Development Authority (SEDA) and TNB, while the Bandar Penawar branch is undergoing tender evaluation. Expanding Our Green Branch Network Several key initiatives were implemented at Menara Bank Islam (MBI) during the year to reduce energy consumption across our operations. Promoting Energy Efficiency More information on Net Promoter Score, please refer page 70. Bank Islam Malaysia Berhad ◆ Integrated Annual Report 2024 144 Sustainability Statement
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