Stakeholders

Building trust of stakeholders through structured engagement and accountable actions.

Deepening Trust of Stakeholders

We have established channels and platforms to keep a constant pulse on key concerns and issues of stakeholders. By understanding expectations and responding to concerns, we aim to deepen stakeholders’ 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
  • Accessibility of internet
  • Quality of connectivity
  • National digital innovation agenda
  • Roll out widest 4G plus network footprint at: 4G LTE: 87%, LTE-A: 55% and 8,000km fiber network delivering high-quality, consistent experiences on the back of our stronger spectrum portfolio.
  • Activated VoWiFi & VoLTE network technologies, we will be opportunistic to invest in innovative network technologies in the near future.
  • Partnered the Regulator in the ASEAN Child Online Protection Seminar
  • Organised programmesthat help to nurture skills for the digital future such as robotic programmes for secondary school students and digital entrepreneurship training for local businesses at our Pusat Internet 1 Malaysia (PI1M)
  • Continuous activities to engage and promote PI1Ms as the one-stop centre for internet access and digital innovation to the surrounding communities.
Customers
  • Digi retail outlets
  • Customer service channels (online customer service, call centre)
  • Social media e.g. Facebook and Twitter
  • Consumer Forum Malaysia
  • MyDigi App
  • Network coverage and service quality
  • Waiting time at store
  • Bill shocks from third party content providers
  • Barred accounts with Credit Reporting Agency CTOS
  • Roll out widest 4G plus network footprint at: 4G LTE: 87%, LTE-A: 55% and 8,000km fiber network delivering high-quality, consistent experiences on the back of our stronger spectrum portfolio.
  • Activated VoWiFi & VoLTE network technologies, we will be opportunistic to invest in innovative network technologies in the near future.
  • Launched Freedom to Internet innovations, value data plans that provide flexibility for the entire family, exciting entertainment on-the-go, borderless roaming and a wide-range of time-based data passes.
  • Introduced Digi Live Chat , where customers are able to chat with customer service agents in real-time
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
  • Innovation platforms
  • Career planning and development
  • Fair and transparent rewards
  • Active engagement process across the region by Digi management team
  • Our Employee Engagement Scores averaged 75% over three years, and is above the percentage of high performing companies, and Malaysian companies.
  • Our employer promise ‘Freedom to Inspire the Next’ provides employees a culture of empowerment with opportunities to Learn, Innovate, Engage and Grow.
  • Employees have access to permission- less e-learning
  • Employees encouraged to participate in new innovation platforms such as Disrupt and Ignite
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
  • Non-compliance in supply chain
  • Integrity due diligence
  • Training sessions: capacity building for our contractors and sub-contractors ranges from Health and Safety related matters to anti corruption.
  • Collaboration with industry to implement joint enforcements to maintain the highest standards ofbsafety across our supply chain.
  • Achieved zero Lost Time Injury Frequency (LTIF) in 2017
Media
  • Media interviews & events
  • Formal and informal briefings
  • Media familiarisation visits
  • On demand requests
  • 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
  • Our digital resilience and digital inclusion programmes continues to be in partnership with with NGO and communities. The digital resilience programme has engaged over 340,000 individuals since its inception