Reporting on What Matters


The Group strives to attain and maintain high standards of corporate governance best suited the needs and interests of the Group as it believes that an effective corporate governance framework is fundamental to promoting and safeguarding interests of shareholders and other stakeholders and enhancing shareholder value.

Accordingly, the Group has adopted and applied corporate governance principles and practices that emphasise a quality board, effective risk management and internal control systems, stringent disclosure practices, transparency and accountability. It is committed to continuously enhancing these practices and inculcating an ethical corporate culture.

Service & Product Responsibility


As the telecommunications industry changes rapidly, it faces significant pressure from technological advances and rising consumer expectations. Operators need to build consumer trust and meet customers’ growing demands for higher speeds and wider coverage. To do this, they need to do more than merely offering the latest handsets and digital devices. They must also provide customers with flexibility and choices in the services they offer, in order to complement and enrich their customers’ lives. Apart from delivering sustainable value to its customers through digital connectivity, the Group endeavours to provide safe, reliable and high-quality products and network services that meet and surpass customer expectations.

Digitalised Customer Engagement and Experience

Customer engagement is crucial to understanding customer expectations and building brand loyalty. The Group engages with its customers through communication channels such as its customer service centres, social networking platforms, service hotlines, live webchat, online enquiries, emails, websites and mobile applications. The Group’s website at and the My3 application connect the Group to customers and help build long-lasting relationships with customers wherever they are. They give access to information about the Group’s latest promotions and offers and allow customers to manage their data and call time usage, top up, pay their bills, manage roaming services, purchase handsets and accessories, and access the 24/7 online 3iChat customer interface. The awards that the Group has received in recent years are evidence of its success in delivering quality products and services for excellent customer experience.

The Group welcomes customer feedback, which it uses to improve customer experience and to drive positive change in its businesses. The Group has established guidelines to ensure consistency in handling customer enquiries and complaints, and customer service representatives are trained to address customer concerns in a professional manner. All complaints are acknowledged, investigated, and duly followed up, and periodic reviews and analyses of complaints are conducted for continuous improvement. Details of the Group’s service performance targets and actual performance of the Group in areas such as service hotline performance and complaints handling are available on the website.

Sustainability Framework and Group-wide Goals

The Group is committed to playing its part in achieving the United Nations Sustainable Development Goals and the ambitions set out in the 2015 Paris Agreement.

Following the three-step materiality assessment, the overall sustainability framework, approach and priorities of the Group are developed on four pillars: Governance, Environmental, Social, and Sustainable Business Model and Innovation. Each pillar is supported by the corresponding Group policies, leadership, and the collective efforts of the entire business. These four pillars guide the Group in setting the overall direction of its sustainability strategies for implementation across its businesses.

Nine Group-wide goals were developed to guide the Group’s sustainability strategies and initiatives. To focus on what matters the most, the Group has set out four priority focus areas for 2021-22.

  1. Embed rigorous and effective governance

    • Maintain transparent corporate governance that guides the Group in making balanced decisions that benefit all stakeholders.
  2. Operate responsibly with integrity

    • Adhere to the highest compliance and anti-corruption standards and always act with integrity;
    • Promote environments where employees feel comfortable to speak up;
    • Implement leading practice approaches to data privacy and cyber security.
  3. Take action on climate changeremark: 2021/22 priority goals

    • Contribute to helping the world achieve the goal set out in the 2015 Paris Agreement – to limit global warming to well below 2, preferably to 1.5 degrees Celsius, compared to pre-industrial levels;
    • Manage the physical and transition risks of climate change, and seize the opportunities presented as the low carbon transition continues;
    • Encourage and embrace scientific and technological innovation to accelerate reductions in the carbon footprints of the Group’s businesses;
    • Develop carbon footprints including scope 1, 2 and 3 emissions along with the help of carbon experts;
    • Set medium and long-term targets on key performance indicators.
  4. Protect natural resources

    • Conserve water, prevent pollution to land, water and air, and protect and restore biodiversity.
  5. Promote a circular economy

    • Integrate circular thinking into business strategies through responsible raw material sourcing, efficient production processes and product design, and inspiring sustainable consumer behaviours.
  6. Create great places to work remark: 2021/22 priority goals

    • Attract, develop and retain a high-performing and engaged workforce;
    • Make work an equitable, diverse and inclusive environment that reflects the diversity of the communities in which the Group operates;
    • Promote zero-harm and healthy workplaces.
  7. Help to build thriving and resilient communities

    • Deliver business growth that benefits the communities in which the Group operates;
    • Invest in programmes for meaningful impact and foster long-term relationships.
  8. Protect employees and support communities and other stakeholders through the pandemicremark: 2021/22 priority goals

    • Keep employees safe; provide employees with the tools and support to successfully work from home; support employee well-being;
    • Protect the health and well-being of customers;
    • Maintain focus to supporting healthcare services globally and the needs of the vulnerable;
    • Prioritise health and wellness over profit whenever and wherever the Group’s employees or communities are at risk.
  9. Offer customers sustainable products and invest in and embrace innovation to achieve transformational impacts remark: 2021/22 priority goals

    • Invest in innovation to provide transformational sustainability impact as well as ensure future-fit businesses;
    • Adapt products and services to be more sustainable, while always ensuring the highest levels of product and service quality and safety;
    • Communicate the sustainability benefits of products and services to customers with transparency and authenticity;
    • Partner with suppliers that share the Group’s sustainability priorities and uphold high levels of environmental and ethical conduct.
  10. 2021/22 priority goals

While the goal — Take all steps to protect employees and support communities and other stakeholders through the pandemic — is not a perpetual goal as in the case of the others, it has been listed as a priority given the significance of the pandemic and to ensure resources are prioritised for its impacts and the path to recovery.

The Materiality Assessment Process

The Group conducted a materiality assessment to define the material sustainability issues faced by its operations that are perceived to be the most significant to the Group and its stakeholders. The materiality assessment of the Group is an iterative process conducted annually to account for new information and emerging trends by way of a three-step process: identification, prioritisation, and validation.


Identified potential sustainability issues relevant to the Group referencing:

  • Material issues covered in industry specific materiality frameworks such as the Global Reporting Initiative Standards and the Sustainable Accounting Standards Board Standards;
  • The United Nations Sustainable Development Goals;
  • Environmental, Social, and Governance Rating Reports;
  • Employee engagement survey;
  • Research on emerging issues and global socio-economic trends.


  • Influence of identified material issues on business success was evaluated by members of the Sustainability Working Group.
  • Prioritised issues that have a significant impact on the Group's ability to create long-term and sustainable value.


  • Material issues were reviewed and approved by the Sustainability Working Group and the Sustainability Committee.

The results facilitate the Group in steering its sustainability strategies, prioritisation of its sustainability activities, and the establishment of meaningful metrics for effective performance evaluation. The Group also sets specific targets and roadmaps to achieve its sustainability mission.

Key governance and sustainability policies and guidelines of the Group, the Corporate Governance Report and the Sustainability Report are posted on the website of the Company.