Singtel Sustainability Report 2013

5.3 EMBRACE RESPONSIBLE BUSINESS PRACTICES

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Using ICT to improve lives

Project Silverline for the seniors

Starting October 2012, Singtel undertook a community investment programme to help enhance the lives of seniors through digital access to communications and multimedia technology. Leveraging our strength in ICT, Project Silverline gives our seniors a greater sense of connection and security while reducing isolation by opening new communication channels. Seniors under the care of voluntary welfare organisations (VWOs) Lions Befrienders and Willing Hearts received refurbished iPhones donated by our customers. Singtel sponsored their talktime and data usage for one year.

The iPhones were also installed with a suite of five apps that were specially designed by Singtel in partnership with our partners to help the seniors take better care of their health, discover new experiences everyday and stay connected within their social circle. The apps are available with English and Mandarin language options.


Inspire		Connect		Well-Being		Discover		Emergency

“I am really excited to receive the phone because I can use it to take photos when I go out with my friends…. I love learning new things and will enjoy all the games and activities that come with it.”

- Mdm Choo Kim Lain, 76, a beneficiary of the Lions Befrienders

Ecommuter for the disabled community

Since May 2012, we partnered a local start-up Hapticus on a technical and service trial for an app that facilitates the commuting option and experience of the mobility challenged. They can now book transportation offered by VWOs such as the Handicapped Welfare Association or volunteers who own cars. Using our Broadband on Mobile service, VWOs involved are able to make use of this real-time matching platform which cuts down the minimum advance booking notice from days to as and when required.

T.Ware vest for autistic children

In November 2012, we supported a local social enterprise and sponsored data SIM cards for a technical trial to aid autistic children. Controlled by a smartphone app, the vest measures the vital signs of the child and sends alerts to the caregivers. Caregivers can then send instructions to special vests that will tighten around the special child’s shoulders and waist, thus creating a hug and calming the child down. The child can then cope better with his or her environment through better focus, thereby reducing hyperactivity.

Responsible marketing and selling

Our marketing communications delivery is a key driver of the customer experience and we aim to ensure high levels of satisfaction and continuous improvement.

We try to be as transparent as possible with mobile coverage and download speeds. We are the only local operator to publish network upgrade timelines for both indoor and outdoor coverage as well as before and after download speeds for consumers to better understand our services they are purchasing.

We keep abreast of the latest developments in the industry through affiliation with relevant associations and institutions. We also ensure our compliance with the law and constantly review industry standards and codes to adopt relevant guidelines and programmes. For example, our marketing practices are aligned with industry guidelines such as the Premium Rate Services Code, Internet Code of Practice, TV Advertising Code, Singapore Code of Advertising Practice and Consumer Protection (Fair Trading) Act.

We want to make the customer purchasing experience as quick and uncomplicated as possible while we remain fully committed to openness and honesty in our sales practices. Our customer facing teams at the Singtel retail stores are all trained to inform customers about potentially contentious issues prior to signing any agreement. These issues include contract terms, bill shock safeguards and penalties involved with early termination requests. Customers are also requested to acknowledge and confirm the products and services provided in the Service Agreement.

For example, to give our customers peace of mind when they access data services while travelling overseas, we introduced a new feature of auto suspension for our postpaid mobile customers in January 2013. The pay per use data roaming quota is pre-set at $500, thus limiting any bill shock.

Across our retail stores we have also installed interactive screens to display the latest deals and promotions, thus reducing the amount of in-store paper brochures and allowing customers to access the latest information they need at their fingertips. Many of our Value-Added Services (VAS) are offered free for a limited promotional period when customers sign new contracts with Singtel. Our customers enjoy peace of mind as we advise them via SMS when the promotion is ending, giving them the option to subscribe or cancel the VAS. Additionally, every mobile phone that we sell comes with at least a one-year warranty from the manufacturer.

Our virtual store singtelshop.com offers customers an online alternative to buy the latest phones from us. A Live Chat function is available between 9am and 11pm daily to give users the opportunity to receive instant clarification on queries. We also have a dedicated hotline for after-sales support outside of the Live Chat operation hours. By empowering the 1^st point of contact to take ownership of the case, we ensure that customers have a specific Singtel contact to attend to them and follow through to find a solution.

Responsible procurement

We select Singtel vendors very carefully and are always looking to enhance our business processes. We are committed to providing our customers with the best quality products and services we can purchase at the best prices possible. During FY2013, 85% of our purchases were from suppliers based in Singapore. We have developed a Supplier Code of Conduct to ensure that our vendors understand our expectations.

Supplier Code of Conduct

In our ongoing efforts to improve the way we purchase goods and services, Singtel seeks to procure from vendors who currently are or working towards being responsible and sustainable companies. To facilitate this aim, we implemented in September 2012 our Supplier Code of Conduct which we developed and is our commitment on minimising social and environmental impact of our procurement of products and services.

This Code sets out clear expectations that we have of our vendors in areas such as supplier relationships, subcontract, forced labour, child labour, human rights, health and safety, environment, as well as bribery and corruption. All of our vendors are required to adhere to the minimum standards as set out in Singtel’s Supplier Code of Conduct. A copy of the Code is available at our corporate website and is also posted on our procurement portal, reaching out to all our vendors who transact with us online.

Sustainability in procurement decision making

Sustainability has always been part of our consideration when making procurement decisions. With the rollout of our Supplier Code of Conduct, vendor compliance has become part of our evaluation consideration.

An example is a tender for the supply, installation and commissioning of a DC power system at Singtel premises in February 2013. Vendors were required to indicate their compliance with Singtel’s Supplier Code of Conduct during tender submission. A two-stage evaluation methodology was adopted where vendors were 1^st qualified based on commercial and technical criteria, followed by compliance with the Code. Suppliers who fully complied with our Code were considered more favourably. Singtel will formalise and extend this process to all quotations and tenders in FY2014.

Taking responsible procurement forward

With effect from September 2012, we have converted all purchase of white photocopying paper to Forest Stewardship Council or FSC-certified paper. FSC is an international non-profit, multi-stakeholder organisation established to promote responsible management of the world’s forests. FSC certified paper represents products from socially and environmentally responsible forestry.

We have also implemented small but effective changes to our internal processes that helped in the reduction of paper use. For example, sales approval to the Channel Sales team is now via email instead of a printed hardcopy. Going forward, we are looking at implementing e-Redemption and e-Delivery Order projects to reduce the need to print documents.

Vendor audit and supply chain survey

Further to the survey that was sent out to our Tier 1 vendors in FY2012, we are in the process of developing a vendor audit programme, with the audit procedures expected to be finalised by late FY2014. Vendors will be selected for audit based on the questionnaire survey results. The aim of the audit is to ensure vendors’ compliance with Singtel’s sustainable business expectations and we will take the opportunity to provide feedback to vendors should they fall short of our expectations. We will work closely with our key vendors and seek their support in creating a sustainable supply chain.

We will also extend the supply chain survey to other active vendors in FY2014 to determine their level of understanding and whether they have related policies and processes in place to address some of the environmental and social issues relevant to their sector. For example, issues such as potential environmental impact, clear labelling, screening of human rights, child labour and forced labour will be addressed in the questionnaire.

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