| Responsible marketing and selling |
Marketing communications delivery is essential to the customer experience. We aim to ensure the levels of satisfaction and continuous improvements that consumers expect of us.
As consumers are keen on the latest deals and promotions, we have installed interactive screens across our retail stores for them to access the latest information at the touch of their fingertips. This is also our sustainable effort to reduce in-store paper brochures. Customers are kept informed of our many Value-Added Services (VAS) free-of-charge when they sign a new contract with us. We remind them via SMS before the promotion is about to end and give them the option to subscribe or cancel the VAS. All mobile phones we sell come with a minimum
1-year warranty from the manufacturer.
Customers who want to avoid standing in line for the latest mobile phones can buy them on our virtual store singtelshop.com. Users receive live clarification via our Live Chat function with our Customer Care Officers between 9am and 11pm daily. We also have dedicated a hotline just for after-sales support. We empower our Singtel 1st point of contact to take ownership of the case, ensuring that our customers have their queries followed through from inception to resolution. |
|
|
|
| Responsible procurement |
We are committed to minimising any adverse consequences from our procurement of products and services. We recognise that although suppliers are independent entities, their business conduct directly or indirectly affects Singtel.
We therefore select our vendors very carefully and are always looking to enhance our business processes. During FY2014, we engaged over 5,400 suppliers of which 85% of our purchases were from suppliers based in Singapore.
Vendor governance is a key part of developing and maintaining a sustainable supply chain. Key vendors are assigned to vendor governance officers (VGOs) from Singtel. VGOs review vendor performance, covering economic, quality and risk aspects. All our suppliers are to comply with the Singtel Supplier Code of Conduct.
We have formalised our vendors' compliance with the Singtel’s Supplier Code of
Conduct as part of our tender evaluation consideration. The Code has been implemented in Procurement and Property’s tender process since September 2012 and encourages our suppliers to improve their sustainability performance. When 2 or more suppliers’ offers are equal in commercial and technical criteria, the supplier with more sustainable efforts will be considered more favourably. |
| |
|
