Stakeholders

Building trust of stakeholders through structured engagement and accountable actions.

Deepening Trust of Stakeholders

We have embedded a range of platforms to keep a constant pulse on concerns and issues of stakeholders. By understanding expectations and responding to concerns, we aim to deepen stakeholder’s trust in us. The following table provides a list of our key stakeholders, the engagement platforms, and some of the key issues addressed.

Stakeholders Engagement Platforms Issues How We Addressed
Regulators
  • Regular reports and information sharing with Ministry and regulators
  • Public-private partnership initiatives
  • Affordability of internet
  • Quality of calls
  • Spectrum allocation
  • National digital innovation agenda
  • Rolled out the nation’s widest 4G LTE network.
  • We organised and supported incubator and accelerator programmes to engage and support the digital start up communities.
Customers
  • Digi retail outlets
  • Customer service channels (online customer service, 24-hour helpline)
  • Social media e.g. Facebook and Twitter
  • Net Promoter Score
  • Consumer Forum Malaysia
  • Network coverage and service quality
  • Waiting time at store
  • Bill shocks from third party content providers
  • Barred accounts with Credit Reporting Agency CTOS
  • Launched the MyDigi app and the Mobile Sales App which gives customers faster and more autonomous services, and enhance their user experience.
  • Network technical teams engaged directly with customers having issues over our network
Employees
  • Best of People Council
  • Digi Telecommunications Sdn Bhd Employee Union
  • Annual Employee Engagement Survey
  • Multiple internal engagement channels (CEO's emails, Digimail, Workplace, quarterly company and division townhall)
  • Leadership forums with extended and middle management
  • Career planning and development
  • Fair and transparent rewards
  • Active engagement process across the region by Digi management team
  • Our Employee Engagement Scores averaged 76% over three years, and is above that of high performing companies, and Malaysian companies.
  • We launched a range of innovation platforms to engage Digizens in our digital journey.
Investors and Stock Analysts
  • Local and overseas non-deal roadshows
  • Corporate presentations
  • Analyst briefings
  • Corporate strategy and financial performance
  • Corporate governance and compliance
Business Partners
  • Annual Self-Assessment Questionnaires
  • Site inspections and audits
  • Supplier training
  • Product presentations
  • Health and safety in supply chain
  • Mitigating non-compliance in supply chain
  • Integrity due diligence
  • Rolled out the D’PTW to enhance supply chain governance.
  • Collaboration with peers to raise the industry safety culture.
  • Information sharing and training with business partners
Media
  • Media interviews & events
  • Formal and informal briefings
  • Media familiarisation visits
  • Corporate strategy
  • Financial performance
  • Products and services
  • Customer related issues
  • We conducted regular media engagements to provide updates on business performance and strategy, products and services, and address issues of customers’ concerns
Community and NGOs
  • Engage and partner with government agencies, corporates, and NGO forums to address issues in the community
  • Leveraging mobile technology to empower local communities
  • Safe internet use by young children
  • Digi’s CyberSAFETM, Challenge for Change, and Wanita Era Digital are core programmes to our Empower Societies. The programme has engaged over 130,000 individuals since its inception