Growing a sustainable business Sustainability Report 2018 M1 Limited Sustainability Report 2018
Our Business CONTENTS P17
Board Statement 4 Introduction 5 Reporting scope and boundaries 5 OUR BUSINESS Our reporting approach 5 M1 is Singapore’s most vibrant and dynamic communications company, providing M1 Sustainability Framework 7 mobile and fi xed services to over two million customers. Since the launch of commercial services in 1997, M1 has achieved many fi rsts, including the fi rst operator • Engaging with our stakeholders 8 to off er nationwide 4G service, as well as ultra high-speed fi xed broadband, fi xed voice • Materiality assessment 10 and other services on the Next Generation Nationwide Broadband Network (NGNBN). Our alignment to the Sustainable 16 Our With a continual focus on network quality, customer service, value and innovation, Development Goals People M1 links anyone and anything; anytime, anywhere. Our Business 17 For more information, visit www.m1.com.sg Investing in the economy 17 P22 Building customer value 18 Responsible business 20 OUR VISION Our People 22 Employee profi le 22 To be the leader in communications, distinguished by innovativeness and dedication to our customers, people and shareholders. Equality and diversity 22 Training 23 Compensation and benefi ts 24 OUR MISSION Supporting families 24 Our Workplace safety and health 24 Linking anyone and anything; anytime, anywhere. Open and regular communications 25 Environment Labour rights 25 P26 Our Environment 26 Environmental management 26 Reducing our footprint 29 Environmental key indicators 30 Our Community 31 Enriching society through support 31 of the arts Inculcating the values of sport 32 Supporting young people in need 32 Our Community support 33 Community GRI Content Index 34 P31
P1 M1 Limited Sustainability Report 2018
Our Environment Our Community
We conduct our business operations responsibly M1 is committed to empowering our community. Growing a and effi ciently, and constantly seek to minimise Through our sustained corporate social responsibility our environmental footprint and the use of programmes in three focus areas: arts, sports and youth limited resources. causes — we strive to create a lasting and positive impact sustainable on Singapore society. business for the future
At M1, we are committed to driving business growth sustainably. We have embedded multi-faceted sustainability practices into every aspect of our business, with the aim of maximising long-term social, environmental, and financial value for all our stakeholders
Our Business
Fairness, transparency and integrity are core to every aspect of M1’s operations. We aim to meet or surpass the expectations of every stakeholder, and add value to the nation’s economy, through sound, innovative and sustainable business practices.
Our People
Our people are key to us in delivering excellent customer experience and creating long-term value for all stakeholders. We are committed to providing a safe, inclusive, and rewarding workplace that motivates our employees to achieve their best potential.
P2 P3 M1 Limited Sustainability Report 2018
Board Statement Introduction GRI 102-14
As we leverage on digital Since the commercial launch of our The Board of Directors oversees Sustainable practices It is with pleasure that M1 introduces Group, which consists of M1 Limited technology to bring about services in 1997, M1 has built up the material environment, social are integrated into every its eighth Sustainability Report, and its four subsidiaries M1 Net Ltd., a more intelligent society, a strong reputation for innovation, and governance (ESG) factors of aspect of M1’s business, which presents the Group’s M1 Shop Pte Ltd, M1 TeliNet Pte. Ltd. excellent customer service and the organisation and considers sustainability targets, performance and Kliq Pte. Ltd. It excludes we also work towards ensuring that we deliver superior network quality. In the same sustainability issues as part of and achievements during 2018. performance data from M1 Connect building a more open, spirit, we are committed to making the strategic formulation of our value to our stakeholders Incorporating key environmental, social Pte. Ltd., which was divested in responsible and sustainable a strong contribution towards a business. M1’s sustainability team, and safeguard our and governance factors, sustainable March 2018, as well as our associate society. In pushing sustainable society — one that headed by the Director of Corporate future generations practices are integrated into every companies Asiapac Distribution Pte boundaries, adopting will support and safeguard future Communications and supported aspect of our business strategy Ltd1, Trakomatic Pte. Ltd. and Octopus new technologies and generations and create long-term by key department heads, has and operations. As we continue to Retail Management Pte Ltd2. harnessing innovation to value for M1 stakeholders and responsibility for the Company’s Regular engagement develop and evolve our sustainability drive growth opportunities, society as a whole. sustainability policies, practices with our framework, our commitment to our OUR REPORTING and performance. Sustainability stakeholders is matched by our APPROACH we are concurrently M1 integrates sustainability within initiatives and practices are commitment to a sustainable society. GRI 102-12, 102-48, 102-53, 102-54, 102-56 advancing sustainable its business through the effi cient communicated across all levels of our 8 Our achievements, progress and practices across our allocation and deployment of organisation. During 2018, a leading key stakeholders REPORTING SCOPE AND targets for the reporting year organisation and value fi nancial, built, human and social sustainability consultant conducted a BOUNDARIES are detailed in four sections, capital, and via strong ethics sustainability workshop for members chain, to create Mitigating measures GRI 102-10, 102-45 each representing a key area of and rigorous risk management of senior management and key data enduring value for all and targets for The scope of this sustainability report focus for our operations, namely: processes. We deliver value and owners across multiple departments our stakeholders covers the operations under M1’s Our Business, Our People, Our develop an ever-more-sustainable to share best practices in the direct control for the period 1 January Environment and Our Community. business by adapting to risks and implementation and management of 14 to 31 December 2018. It refl ects the recognising the opportunities that sustainability programmes. material topics the evolution of economic, regulatory sustainability performance of our and technological trends bring. The Board has approved M1’s In building a sustainable future for sustainability framework and the all our stakeholders, M1 now employs scope of this sustainability report, OUR BUSINESS over 1,500 personnel to support more which covers four key areas: than two million customers. Our Business, Our People, Our Environment and Our Community. We aim to add value to the economy and fulfil stakeholder expectations In 2018, we continued our partnership The M1 Board is periodically through sound investment in new technologies, diligent corporate with the Info-communications updated by its sustainability team governance and the pursuit of sustainable practices in our business. Media Development Authority to on the sustainability performance of provide connectivity to low-income the Group. OUR PEOPLE households. We have also continued our investments to narrow the digital Further information regarding M1’s divide and improve the quality and sustainability approach, targets We value our people and their well-being, recognising that the coverage of our networks and systems, and performance can be found provision of a safe, motivating and inclusive workplace is key to our including the launch of multi-vendor in the introduction to this report. growth and success. trials, which put M1 at the forefront of We have been producing sustainability 5G technology. reports since 2011, and will continue OUR ENVIRONMENT to advance our sustainability We are mindful of the challenges that practices and reporting process to come with a commitment to sustainable maximise long-term value for all We strive to maximise our operational efficiency and minimise growth, and place great importance our stakeholders. our environmental impact by reducing our consumption of limited on security and data protection, natural resources. as well as the need to reduce our carbon footprint while still delivering OUR COMMUNITY a class-leading customer experience. To this end, our continued investment in energy-effi cient infrastructure and We demonstrate our commitment to responsible corporate citizenship, systems, staff training and resilient and give back to the Singapore community, through our sustained security measures is key. support of arts, sports and youth programmes.
1 The acquisition of Asiapac Distribution Pte Ltd was completed in November 2018. 2 Octopus Retail Management Pte Ltd was divested in September 2018.
P4 P5 M1 Limited Sustainability Report 2018
Introduction
We regularly review our sustainability GRI indicators and their relevant Improvements to this report include measures are discussed and performance, monitoring and references satisfy the GRI Core option more comprehensive disclosure on prioritised based on expectations and reporting processes, as well as and are found in the GRI content our sustainability performance with best practices within the current local new developments in sustainability provided on pages 34 to 37 of the over 10 additional GRI indicators, and global sustainability contexts, but reporting, to ensure ongoing report. including energy consumption and also on the risks and opportunities improvement. This report has emissions from our third-party shuttle relevant to M1’s business operations. been prepared in accordance with We have sought assistance from a buses and general waste disposal the Singapore Exchange’s (SGX) leading sustainability consultancy services. We have also provided base- Key outcomes, performance updates sustainability reporting guidelines to ensure alignment between the year fi gures to show performance and proposed changes in our and the latest version of the report content and the GRI and SGX progress in some of our key sustainability framework are presented Global Reporting Initiative’s (GRI) requirements, including the use of environmental topics. Some historical to the Board for inputs and approval. Standards, the most widely used comparable measurement units and fi gures on energy consumption and The Board also has oversight of global and independent sustainability conversion factors for disclosing emissions in 2016 and 2017 have been M1’s sustainability reporting agenda. reporting framework. The list of the performance data. adjusted to refl ect minor corrections M1’s management approaches and in the calculation method and source performance data are regularly of data. This report also marks our assessed according to defi ned targets, fi rst mapping of M1 sustainability and our sustainability framework strategy against the UN Sustainable is periodically reviewed for areas Development Goals. of improvements. Specifi cally, the We have removed from the GRI Audit Committee supports the Board content index all references to in sustainability reporting and the the obsolete indicators from review of material ESG factors. To the GRI Telecommunications drive our sustainability programmes, Sector Supplement. The same a dedicated sustainability team information is now covered by comprising three staff members, the latest GRI indicators. was formed since our last reporting period. This new M1 sustainability The content of this report has team, together with the heads of not been externally assured by key departments, is responsible for any independent party, but such co-ordinating and communicating assurance will be considered for the Company’s sustainability policies, future reporting exercises. practices and performance.
M1 SUSTAINABILITY FRAMEWORK GRI 102-18 M1’s sustainability policies are managed and communicated across all levels of our organisation. The Board of Directors, which oversees the material environment, social and governance (ESG) factors of the Company, considers sustainability issues as part of M1’s formulation.
The establishment of stakeholder engagement channels, identifi cation of material topics and risk mitigation
We welcome feedback on this report, any aspect of our sustainability performance and possible areas of improvement at [email protected].
P6 P7 M1 Limited Sustainability Report 2018
Introduction
Engaging with our stakeholders GRI 102-40, 102-42, 102-43, 102-44, 102-46 Regular engagement with our eight stakeholder groups is key to our sustainability programme. The following table sets out the channels via which we communicate with our stakeholders and identifi es the expectations of each group.
Stakeholders
Consumers and corporate Institutional and Business partners Employees Regulators Analysts and Trade Non-governmental customers retail investors and suppliers the media associations organisations and community partners
Main • 24-hour contact centre • Access to our investor • Meetings • Employee feedback • Regular formal and informal • Access to our corporate • Membership of and • Discussions with engagement • M1 Shop outlets relations team and senior • Emails • Teambuilding sessions discussions communications and engagement with relevant community groups 3 channels • Mobile and fixed sales team management through: • Teleconferences • Annual employee appraisals • Teleconferences investor relations team trade associations • Participation in relevant through: • Corporate sales team − Emails • Quarterly townhall events • Active participation, including conferences − Emails • Technical support team − Teleconferences • Open-door policy written submissions, in • Reporting on our relevant industry − Teleconferences sustainability strategy • M1 website and Facebook − Meetings • Quarterly CEO messages consultation sessions − Meetings and performance page feedback forms − Investor conferences • M1 organisational culture • Customer satisfaction survey − Investor roadshows survey − Organised visits and industry events • My M1 App − Annual general meetings • Grievance-handling channels (AGMs) through line management − Quarterly results − Annual reports and/or human resource teleconferences department • Union representation
Stakeholders’ • Reliable and safe, quality • Sustainable business growth • Transparent and fair • Safe working environment • Compliance with regulations • Timely and transparent • Make available industry • Minimise any social, expectations network access • Long-term shareholder value procurement and other • Fair remuneration and service requirements disclosure of corporate approved products public health or • Relevant and affordable • Good corporate governance business practices and benefits • Deliver continued socio- information and services environmental impact products and services • Transparency in business • Compliance with terms and • Non-discriminatory practices economic benefits to society • Prompt response to queries • Support deserving • Effective customer service strategy and operations conditions of business • Career growth • Work with industry • Access to senior community efforts and contracts underprivileged groups • Data protection • Consideration for minority • Relevant employee training to maintain consistent management shareholders’ interest technological standards • Relevant corporate social responsibility (CSR) initiatives
3 Contact Centre Association of Singapore, National Trade Union Congress, Singapore Internet Exchange, and Singapore National Employer Federation.
P8 P9 M1 Limited Sustainability Report 2018
Introduction GRI 102-47
Materiality assessment topic is to our stakeholders and our The following pages outline our 14 key organisation and how we can reduce material topics as well as M1’s relevant OUR BUSINESS M1’s key material topics have been our impacts, we have implemented management approaches and targets determined through our stakeholder management approaches to assess for the 2019 period and beyond. M1’s Management Approach engagement channels and management our progress through the years. • We subscribe to the principles and requirements of the Personal Data Protection Act 2012 discussions. Based on how important a Data privacy (PDPA) to ensure the privacy of customers’ personal data
Given our role as a provider of mobile and fixed 2018 Goals communications services, Maintain positive record of zero regulatory breaches OUR BUSINESS • and being fully aware of the sensitivities that customers M1’s Management Approach rightly have concerning data privacy, protecting that privacy 2018 Achievements • We communicate our business policies to staff and ensure that management, staff and is M1’s prime material topic. • No regulatory breaches suppliers abide by strict guidelines, codes of conduct and regulatory compliance • We obtain annual Business Continuity Management (BCM) certification Impacted stakeholders: Governance, Consumers and corporate • We conduct appropriate risk and awareness training sessions for staff ethics and customers 2019 Targets integrity • We respond to media and analysts’ queries in a timely manner and provide relevant and prompt updates on company developments • Maintain positive record of zero regulatory breaches • We work closely with media and analysts to advance the Company’s interests • We continually review and improve sustainability performance and reporting
Maintaining a high standard M1’s Management Approach of corporate governance 2018 Goals • We have a training roadmap for our frontline staff which enables them to provide customers in the economic, social and • Maintain our current record of zero cases of regulatory non-compliance with comprehensive and transparent information with which to make informed decisions environmental aspects of our Transparency regarding our products and services. The process covers both content knowledge and soft business is key to protecting skills, and includes: the interests of all our in customer • New staff academy training stakeholder groups. This 2018 Achievements communications • Skills enhancement training includes seeking feedback • No cases of regulatory non-compliance during the year from and communicating • Refreshers on important topics transparently with all parties. • e-Learning platform Impacted stakeholders: 2019 Targets Being fully transparent in All all forms of customer 2018 Goals • Maintain our current record of zero cases of regulatory non-compliance communications, builds • Maintain 100% of frontline staff trained in key modules including trust and strengthens our on-the-job training engagement with our customers and other M1’s Management Approach stakeholder groups. 2018 Achievements • All frontline staff were trained in key modules including compulsory Responsible • We review our Supplier Code of Conduct annually to ensure best procurement practices Impacted stakeholders: • We ensure transparency throughout the tendering process Consumers and corporate on-the-job training procurement • Through our whistle-blower policy (M1 Speak-Up policy), we create avenues for reporting customers, regulators incidences of abuse and corruption 2019 Targets
Adopting a responsible • Maintain 100% of frontline staff trained in key modules including procurement policy helps 2018 Goals on-the-job training M1 to indoctrinate among its • Annual review of Supplier Code of Conduct suppliers the same stringent sustainability principles and corporate values that it adheres to itself. 2018 Achievements Reviewed our Supplier Code of Conduct Impacted stakeholders: • Business partners and suppliers 2019 Targets • None
P10 P11 M1 Limited Sustainability Report 2018
Introduction GRI 102-47
OUR BUSINESS OUR PEOPLE
M1’s Management Approach M1’s Management Approach Customer • We continually invest in and review our products and services to ensure they are relevant, Attracting • We offer competitive remuneration packages commensurate with qualifications, experience satisfaction competitive, and meet customer needs and retaining and job responsibilities • We conduct regular and appropriate staff training to enhance the customer experience talent • We value diversity within our workforce • We promote employees based on performance and merit Customer satisfaction 2018 Goals impacts all stakeholder Our people form an important groups either directly or • Achieve at least 85% customer satisfaction rating stakeholder segment and are 2018 Goals indirectly. Satisfied customers a critical component to our • Achieve annual attrition rate equal or lower than industry norms of 15% are more likely to be loyal long-term success. customers who become ambassadors for the brand 2018 Achievements Impacted stakeholders: and build economic growth, • Achieved 85% customer satisfaction rating4 Employees 2018 Achievements which, in turn, leads to a • Employee attrition rate of 15.2% in 2018, slightly higher than industry better stakeholder norms of 15% experience for employees, investors and suppliers. 2019 Targets 2019 Targets Impacted stakeholders: • Maintain at least 85% customer satisfaction rating Consumers and corporate • Achieve annual attrition rate equal or lower than industry norms customers
M1’s Management Approach M1’s Management Approach Training • We provide continuous training programmes to build on our employees’ knowledge and skills • We comply with the Info-communications Media Development Authority’s (IMDA) strict and controls over the installation and transmitter power limits of our base station equipment education Public • We are open and transparent in the area of public health and safety, and work closely with safety the National Environment Agency and IMDA to ensure the levels of exposure of RF radiation Investment in the training from our networks are well within guideline limits and education of our people 2018 Goals • We have mechanisms in place to respond promptly to any public safety incidents gives M1 an edge in our • An average of 4 days of training per employee per year ever-changing and highly Having a strong public competitive industry. By safety record, particularly 2018 Goals supporting their personal 2018 Achievements in the sensitive area of radio • Maintain record of no public safety incident development, we are frequency (RF) radiation enabling our people to • 4.9 days of training per employee levels, builds confidence reach their full potential. and support for M1 among Impacted stakeholders: our customer base and 2018 Achievements Employees 2019 Targets industry regulators. • Conducted third-party independent radiation measurements at 11 sites, • An average of 4 days of training per employee per year Impacted stakeholders: with no corrective action required Consumers and corporate • No public safety incident customers, regulators 2019 Targets M1’s Management Approach • Maintain record of no public safety incident • We maintain a safe and inclusive working environment Workplace • We have attained BizSAFE Level 3 certification safety and • We conduct regular workshops to keep employees up to date with M1’s workplace safety and health health procedures and regulations • We are a signatory to the Tripartite Alliance for Fair Employment Practices’ Employers’ Pledge of Fair Employment Practices
Providing a safe and healthy workplace protects 2018 Goals all stakeholders who carry • Maintain zero fatality rate out their professional responsibilities on M1 sites and strengthens our engagement with those 2018 Achievements same stakeholders. • No fatality Impacted stakeholders: Employees, business partners and suppliers 2019 Target • Maintain zero fatality rate 4 The customer satisfaction survey was migrated in 2018 to a Cloud-based solution across our customer touch points • Maintain BizSAFE Level 3 certification (Hotline, Customer Service Centres and Retail Shops).
P12 P13 M1 Limited Sustainability Report 2018
Introduction GRI 102-47
OUR ENVIRONMENT OUR COMMUNITY
M1’s Management Approach M1’s Management Approach Energy • We continually measure and review our environmental footprint to identify feasible initiatives Supporting the • Through our strong CSR programmes, we continuously provide financial assistance and usage to make the most efficient use of limited resources in a sustainable way community support to adopted community causes and conservation efforts • We implement more energy-efficient technologies • We focus our efforts on the arts and sports causes in their start-up stage, where our contributions can make a meaningful impact In line with the Singapore We believe that for a • We ensure products and services are available to and address the needs of Government’s 2015 pledge 2018 Goals company to be successful underserved communities that the country will become • Minimise increase in total power consumption in the long term, it should more efficient in its economic help create value for the • We involve our employees through M1 SunCare Club volunteers activity by the year 2030, community within which it a reduction in the use of operates. Participation in 2018 Goals non-renewable energy 2018 Achievements CSR programmes is a • Make a combined community investment of more than S$1.5 million sources is a priority for M1. • Total power consumption of our operations increased by only 0.5% significant motivation factor toward arts, sports and charity despite a 25% increase in new base stations deployed for our employees. Impacted stakeholders: All Impacted stakeholders: 2018 Achievements 2019 Targets Non-governmental organisations and • We invested more than S$2 million toward arts, sports and charity • Minimise increase in total power consumption, despite expansion of community partners, mobile networks and ICT systems employees 2019 Targets M1’s Management Approach • Make a combined community investment of more than S$1.5 million • We have implemented new approaches such as use of solar panels, to reduce our toward arts, sports and charity Carbon consumption of non-renewable energy footprint • We adopt new measures to reduce indirect carbon emissions (electronic equipment recycling and reduction in paper consumption) M1’s Management Approach Digital Participation in industry events and dialogue sessions It is essential to prevent our • current actions on the climate 2018 Goals inclusion • Harmonise our policies and networks with globally accepted technologies and standards from compromising the life of • Roll out e-waste recycling to more collection sites As connectivity becomes an future generations. The • Raise eBill penetration to 20% of customer base Singapore Government’s ever greater part of our lives, 2018 Goals 2030 targets toward the it is important to ensure that • Continue to partner government agencies to enable low-income global fight against climate 2018 Achievements digital services are made households to benefit from digital/connectivity services change also highlight the • e-waste recycling bins installed at five additional sites (total of 12 sites) accessible to all members of our society. need for companies to reduce • eBill penetration at 25% their carbon footprint and 2018 Achievements Impacted stakeholders: look towards renewable • M1 partnered with IMDA on the NEU PC Plus Programme, Home Access Non-governmental energy sources. 2019 Targets Programme and Digital TV Assistance Scheme organisations and Impacted stakeholders: • Raise eBill penetration to 30% of customer base community partners, All regulators 2019 Targets • Continue to partner government agencies to enable low-income households to benefit from digital/connectivity services M1’s Management Approach • We continually seek out opportunities to reduce our consumption of potable water and Water increase consumption of reclaimed NEWater, e.g. for cooling usage
The supply of fresh water in Singapore is limited. 2018 Goals Maximising opportunity to • Increase NEWater/potable water consumption ratio to 30/70 replace fresh water with reclaimed water is an important step towards environmental sustainability. 2018 Achievements • NEWater/potable water consumption ratio: 29/71 Impacted stakeholders: All
2019 Targets • Increase NEWater/potable water ratio to 50/50
P14 P15 M1 Limited Sustainability Report 2018
Introduction Our Business OUR ALIGNMENT TO THE SUSTAINABLE DEVELOPMENT GOALS Our goal is to add value to Many of M1’s programmes and initiatives are aligned with the Sustainable Development Goals (SDGs) adopted by the economy, meet or UN Member States in 2015. As part of the 2030 Agenda for Sustainable Development, the 17 SDGs encompass the many surpass the expectations challenges facing the world today and include targeted priorities to help governments and businesses achieve a more of every M1 stakeholder sustainable world. and build an ever-more- We have identifi ed seven SDGs, listed in the table below, whose targets are most closely aligned to our own eff orts to sustainable business positively address today’s social and environmental challenges. through sound and innovative investments in technology and diligent SDGs M1’s Approach and Initiatives to Support the Goal corporate governance
• Scholarships and educational programmes for youth provided through our community partners M1 Group’s key economic indicators GRI 201-1
>S$2.1b 2018 2017 invested in network S$’m S$’m technologies and Group (Restated) • Non-discrimination practices and code of conduct infrastructure in the Operating revenue 1,094.7 1,053.0 • Gender-equal career advancement and development opportunities last 21 years Net profit after tax 130.7 139.1 Operating expenses (including staff cost) 925.4 874.0 Staff costs 131.3 122.5 Zero cases Dividends paid to shareholders 105.5 103.2 of non-compliance with Tax paid 27.3 24.4 • Investments to expand communication networks laws and regulations Community investments 2.03 1.94 • Fair and inclusive employment practices • Workplace safety and health framework for all employees Supported SDGs INVESTING IN and new industries in the digital THEbECONOMY environment, enabling customers GRI 203-1, 203-2 to benefi t from technological • Implementation of innovative connectivity and communication technologies advancement and further reducing The telecommunications industry • Partnership with government agencies to enable low-income households to benefit from the digital divide in our society. digital/connectivity services plays an increasingly vital role in • Increased use of resource-efficient technologies and practices in our equipment and operations today’s economy, powering digital Connectivity transformations across machines, In 2018, M1 continued its work with organisations, industries and cities the Info-communications Media and becoming an integral part of our • Gender-equal career advancement and development opportunities Development Authority (IMDA) as daily lives. Through our continual • Fair and inclusive employment practices, including compensation and benefits the appointed vendor to provide investment in new networks and broadband access to students technologies, as well as innovative and persons with disabilities from solutions, M1 is supporting the low-income households under the competitiveness of traditional NEU PC Plus Programme. Through this • Energy-saving technologies and initiatives programme, eligible applicants receive • Increase NEWater consumption ratio a complimentary 4G or fi xed fi bre • Implementation of practices for sustainable procurement broadband connection for three years. • E-waste recycling programme To date, more than 8,800 households • Reporting on our sustainability performance have benefi tted from this programme.
In addition, as IMDA’s appointed vendor • Energy-saving technologies and initiatives for the Home Access Programme, • Initiatives to reduce use of non-renewable energy we continued to help low-income households with subsidised fi bre broadband connectivity. M1 is also IMDA’s sole vendor in the Digital TV Assistance Scheme, which helps Housing Development Board
P16 P17 M1 Limited Sustainability Report 2018
Our Business
households to make the switch Singapore’s fi rst end-to-end 5G live trial growth and new opportunities in the from analogue to Digital TV through of 360-view Virtual Reality (VR) content digital economy. Centralising distribution of free digital set-top broadcasting with Huawei, in our customer feedback In 2018, we launched a new cloud- boxes and indoor antennas, as well journey towards next generation 5G In July 2018, we migrated our based video surveillance service as free installation. Since analogue TV mobile networks. M1 is committed customer survey platform to on our M1 Fibre Broadband through broadcast services ceased in Singapore to staying at the forefront of 5G a Cloud-based solution into a partnership with HikVision, one on 31 December 2018, households technology to ensure our customers which all customer feedback of the world’s leading providers of are required to migrate to Digital TV enjoy the best user experience and obtained through M1 key video surveillance products and in order to continue to enjoy free- new services made possible by 5G. contact channels, namely solutions. This new cloud-based to-air TV programmes. More than hotlines, contact centres and video surveillance service off ers a 10,000 households benefi tted from BUILDING outlets, is recorded. The new refreshingly simple, fl exible and the Home Access Programme and CUSTOMERbVALUE platform centralises customer 390,000 households have benefi tted cost-eff ective video surveillance We constantly review and update our feedback and provides more from the Digital TV Assistance Scheme. solution for businesses. products and services to ensure they insightful and detailed fi ndings on the concerns of our These eff orts have made a positive are relevant and off er meaningful Customer satisfaction customers. We succeeded in impact in narrowing the digital value to all our customers. With Delivering excellent customer meeting our 85% customer divide and enabling families in the M1 Remit, we were the fi rst mobile service is one of M1’s core operating satisfaction target for 2018. underprivileged and underserved remittance service provider to off er an tenets. We continually invest in segments to enjoy the benefi ts of end-to-end digital money remittance customer service training and review experience within our mobile app. digital and connectivity services. our business processes to ensure display capabilities, Mindy can now • Prices compliance with the ICNIRP’s standards. Today, M1 Remit off ers ten remittance consistent and high-quality service help users perform simple transactions In 2018, M1 engaged the National destinations and is open to both • Product specifi cations Network and systems across all customer touch points. such as signing up for, or cancelling Environment Agency (NEA) to conduct M1 and non-M1 mobile customers • Excess charges M1 is committed to ongoing service subscriptions including Data third-party independent radiation for greater convenience in digital Our chatbot Mindy, launched in • Value-added services off ered investment in new technologies, as well Passport, roaming and data usage cap. measurements at 11 of our sites. transactions. November 2017 to provide round- on a promotional or trial basis as coverage and capacity expansion, These voluntary tests were initiated to enhance the performance and the-clock assistance to customers To help our workforce better • Early termination charges The corporate and ICT business is following approaches from residents or resiliency of our networks and deliver a with queries on M1’s products and appreciate customers’ needs and a growth segment for M1. We have Public safety building owners who live or work near better experience for our customers. services, was enhanced in 2018 achieve service excellence, all new accelerated our investments in M1 base stations and raised concerns with a total of 2,000 sets of answers, employees undergo an attachment GRI 416-1 technology, infrastructure and about RF radiation. In all these cases, Since our inception in 1997, we have from its initial 300 sets. With this programme at our customer contact M1 recognises the public’s concern5 expertise, as well as strengthened we are well within the limit and thus, invested more than S$2.1 billion in additional knowledge and better centre and retail outlets during about potential radio frequency (RF) our product off erings to capture this no corrections were required. expanding and upgrading our mobile their orientation. radiation from telecommunications and fi xed network infrastructure. equipment, including mobile devices We will continue to monitor radiation We value customer feedback in and base stations. Customer well- levels at our stations, and any further M1 achieved the fastest 4G speeds and helping us to improve our service, being and public health and safety is technological developments, to ensure lowest latency for mobile connectivity and gather such information through of prime importance to us and we aim that levels of exposure to RF radiation in the IMDA’s IMconnected half-yearly a multitude of channels including our to achieve a good balance between from our networks are well within the interactive report, published for the contact centre, 24-hour hotlines, retail providing excellent coverage and guideline limits. period January to June 2018. The outlets, letters to the media, mystery complying with regulatory standards. results demonstrated our strong shopping surveys, and from social To this end, we constantly review We maintain an open and transparent commitment to deliver superior network media networks such as Facebook. emission updates and implement approach to public health and performance to support the growing strategies to ensure that our safety, and work closely with the demand for data services. As a leader Transparency in customer equipment and site design meet NEA and IMDA. For example, M1 in network innovation, we continuously communications current regulations. has participated in discussions with invest to push the limits in network GRI 417-1 IMDA on regulatory emission limits speeds, latency and coverage. During Our base stations operate within the M1 clearly labels all products and related to newer cellular technologies, the year, we continued to optimise standards developed by the International services in advertisements, marketing such as 5G. M1 is also reviewing new our 4.5G Heterogeneous Network Commission on Non-Ionizing Radiation 6 collateral and on its website, and guidelines being drafted by ICNIRP (HetNet) and increased our small Protection (ICNIRP). In addition, provides all relevant details in customer on radiation standards and will adapt cell and WiFi coverage to 500 sites IMDA exercises strict control over the contracts. Prior to processing any its network design and planning at targeted high-traffi c hotspots to installation and transmitter power customer transaction, the following strategy to meet these guidelines augment the customer experience. limits of M1’s base station equipment, are explained clearly and concisely when published. We also commenced multi-vendor and conducts site visits to ensure by our employees: 5G trials, including Nokia’s fi rst 5G small cell trial in Southeast Asia and 5 To date, the World Health Organisation has found no substantiated link between exposure to RF radiation and adverse impact on human health. It is currently conducting a formal assessment of all studied health outcomes (http://www.who.int/mediacentre/factsheets/fs193/en/). 6 See www.icnirp.org for the new RF Guidelines drafting progress.
P18 P19 M1 Limited Sustainability Report 2018
Our Business
Content responsibility two senior executives of the Company Procurement approach M1 is developing a new self- assessments in 2019 on key suppliers For more details about our M1 protects vulnerable customer have been appointed as Data GRI 102-9, 204-1 assessment questionnaire on to measure deliverables performance corporate governance processes and segments such as children and Protection Offi cers (DPO) to oversee business continuity plan (BCP) and engage them for further activities, including our Speak-Up youths from undesirable content, compliance with the Act. Any customer Our supply chain readiness with our key suppliers. improvement. All supplier rejections policy and Supplier Code of Conduct, or employee can contact the DPO to The BCP assessment programme based on assessment results please visit our website at and has worked with other mobile In 2018, M1 engaged 464 enquire about their personal data. will be implemented throughout 2019. are reviewed and approved by www.m1.com.sg/aboutm1/ operators to create the Voluntary suppliers through purchase Code of Self-Regulation of Mobile the Procurement Director or ourcompany/corporategovernance. orders to support its supply of We are also implementing regular Content7 in Singapore to protect RESPONSIBLE BUSINESS General Manager. telecom equipment and services, Supplier Quality Performance minors from accessing prohibited GRI 102-16 terminals and devices, ICT content via mobile phones. We are committed to conducting solutions, software and computer our business in a responsible and hardware products, as well as We have made a variety of tools ethical manner, in compliance with cable installation. Regulatory compliance available at both network and device all applicable laws and regulations, GRI 205-3, 206-1, 307-1, 416-2, 417-2, 417-3, 418-1, 419-1 levels such as the M1 Cyber Guardian, 95% of these suppliers were including those relating to Key laws and regulations governing M1 was not fi ned by any authority thefts, or losses of customer data which allows parents to maintain a Singapore-based (with registered accounting, tax fraud, corruption, our core telecommunications in 2018 for non-compliance during the year. Neither were there healthy internet lifestyle for their family offi ce in the country) and bribery, competition and labour business and quality of service with any laws and regulations, any cases of non-compliance with by remotely monitoring their children’s represented 98% of our total issues. In addition to our practices (QoS) delivery standards include including in the environmental, regulations concerning the health online activity. procurement spending for to protect our customers, we also the Telecommunications Act and social and economic area, and had and safety impacts of products support voluntary codes and best the year. Data protection Telecoms Competition Code (2012) no incident of corruption or anti- and services, product and service practice guidelines that benefi t our and other global guidelines. competitive behaviour during the information and labelling, or As a provider of mobile and fi xed stakeholders and society at large. Our suppliers play a key role in our year. No substantiated complaint marketing communications. communications services, and being value chain and we regularly engage We abide by all applicable business, was received concerning breaches fully aware of sensitivities concerning Anti-corruption with them to identify any new issues social and environment-related laws of customer privacy, and there personal data, M1 takes data privacy GRI 205-2 and ensure that the quality of our and regulations. were no cases of identifi ed leaks, and protection very seriously. M1 does M1 subscribes to a ‘zero tolerance’ product and services is maintained not collect, use or disclose customers’ policy on fraud, corruption and and aligned with our business values personal data other than as permitted other forms of unethical behaviour and principles. under applicable laws, including the or conduct. Awareness training Personal Data Protection Act 2012 programmes are conducted to All our suppliers are required to (the Act). Based on the Act, M1 created initiate and update employees on the comply with M1’s Supplier Code 8 its Data Protection policy to outline Company’s anti-corruption policies of Conduct, which was introduced more specifi cally the terms and and all new employees are required to in 2015 to set out the standards provisions related to data collection, acknowledge our Code of Conduct. of business behaviour that the use, disclosure and retention of Company’s suppliers are expected personal data by M1. The policy was Under the M1 Speak-Up to meet or exceed. The M1 reviewed and updated in August 2018 (whistle-blower) policy, employees, Supplier Code of Conduct covers to add relevance to the most current customers and suppliers are topics such as ethics, human rights, issues in data protection. encouraged to report any suspicious non-discrimination, fair compensation, or irregular behaviour they may collective association, health All M1 employees are trained encounter in the course of their and safety, and protection of the regarding their obligations under work and interaction with M1 and environment. Suppliers are required the Act and our Data Protection its partners, with the assurance that to comply with all applicable laws, policy, with e-learning refreshers allegations will be investigated and regulations and conventions. The Code made available annually to ensure their identities protected. In 2018, also outlines procedures for suppliers employees are kept up-to-date with the policy was made available to all to report any M1 director, offi cer, data protection matters. Additionally, stakeholders through our website. employee or representative who breaches ethical standards.
7 www.m1.com.sg/aboutm1/regulatoryinformation/self-regulationofmobilecontent 8 www.m1.com.sg/dataprotection
P20 P21 M1 Limited Sustainability Report 2018
Our People
M1 recognises that the Our reputation as Singapore’s most Diversity sustainability of our vibrant and dynamic communications GRI 405-1 business, the satisfaction company, and our focus on network quality, customer service, value and Senior of our customers and the 2018 Management Mid-Management Executive Non-Executive Total innovation, demands that we attract Gender trust of all our stakeholders exceptional people at all levels of our Female 1.0% 7.4% 14.9% 26.7% 50.0% depends on our success in organisation and that we provide them Male 2.9% 11.0% 16.0% 20.1% 50.0% attracting, nurturing, with an environment that encourages Total 3.9% 18.4% 30.9% 46.8% 100% valuing and retaining the them to develop, grow and stay with us. best people at all levels of Age groups By off ering the opportunities for our organisation <30 0% 0.1% 5.8% 14.0% 19.9% every individual to realise his or her 30–50 2.1% 14.0% 22.6% 29.8% 68.5% Our workforce profi le and numbers full potential within a safe, nurturing >50 1.9% 4.2% 2.6% 2.9% 11.6% have remained stable since we started workplace, and encouraging them to Total 4.0% 18.3% 31.0% 46.7% 100% embrace the ethics of inclusiveness, reporting. diversity and teamwork, we seek Ethnic groups 50:50 During 2018, we hired 233 employees, overall women to men ratio to build and retain an exemplary Chinese 3.7% 16.7% 25.0% 31.9% 77.3% while 230 left the Company. This workforce who create value for our Indian 0.2% 0.5% 1.3% 2.7% 4.7% corresponds to a global turnover rate organisation and our customers. Malay 0% 0.3% 1.0% 3.3% 4.6% of 15.2% for the year, which is slightly Others 0.1% 0.8% 3.7% 8.8% 13.4% 41.5 hours Our belief in fair, responsible and above industry norms of 15%. Total 4.0% 18.3% 31.0% 46.7% 100% of training on average merit-based employment practices is refl ected in our signing of the per employee EQUALITY AND DIVERSITY The ethnic composition of our workforce Employers’ Pledge of Fair Employment GRI 404-3, 405-1, 406-1 is 77.3% Chinese, 4.7% Indian, 4.6% Upgrading employees’ skills Practices set up by the Tripartite We value and respect, diversity and Malay and 13.4% others. While, overall, GRI 404-2 Alliance for Fair & Progressive inclusiveness in our workforce and this distribution is relatively equal in both In anticipation of technological changes and their impact on the skillsets of Employment Practices (TAFEP). 22% we are committed to empower every non-executive and executive categories, our employees, we host a series of Professional Talks, where industry experts increase in number of employee to deliver quality customer the proportion of ethnic Chinese are invited to share insights on topics and trends related to our business, training courses attended EMPLOYEE PROFILE service to the best of his or her ability. personnel is higher within the mid and including Internet of Things (IoT), Cybersecurity and Digital Marketing. by employees GRI 102-8, 401-1 As an equal opportunity employer, senior management categories specifi cally. Through these talks, we aim to inculcate a spirit of lifelong learning and As at end 2018, M1 employed 1,511 M1 recruits and selects employees eff ective fl ow of information across all levels of our workforce. people9, working mostly in technology, based on merit, regardless of age, race, We have implemented progressive Supported SDGs marketing, customer service and retail gender, ethnicity, religion, family status human resource management systems with equal career advancement and functions. The majority of the workforce or disability. knowledge and skills, as well as to employees. This is attributed to a few development opportunities. Employees were employed on a permanent full- support their personal development sizeable departments that have higher In 2018, our workforce consisted of go through a career development and time basis, while about 1.5% were part- to reach their fullest potential. male representation and contributed almost the same number of female performance review conducted twice a timers or temporary contract hires. substantially to the Company’s total employees as male employees, although year. The appraisal process is transparent In addition to regular in-house training hours. females still tend to be less represented and includes setting performance programmes in the areas of eff ective in the management categories. targets with the employee’s input. negotiations, managing confl ict and In 2018, we continued with our talent Type of employment interpersonal communications, acquisition programme. Three degree In 2018, the Company did not have GRI 102-8 we support employees who attend and diploma scholarships were awarded any internal incidents of discrimination external courses and conferences to outstanding students pursuing their Male % Female % Total % or receive any complaint regarding relevant to their work. We also studies in information technology. 2018 discriminatory practices. encourage longer-term learning Full-time (Permanent) 738 48.9% 749 49.5% 1,487 98.4% options such as post-graduate studies Part-time (Permanent) – 0% 1 0.1% 1 0.1% Average number of training hours TRAINING and certifi cation courses, through Full-time (Temporary) 17 1.1% 6 0.4% 23 1.5% GRI 404-1, 404-2 subsidies and other measures, 2018 Total 755 50.0% 756 50.0% 1,511 100.0% Employee categories To compete successfully in our fast- including examination leave. Senior Management 41.2 Length of service moving industry, it is imperative to invest in employee training and development. In 2018, employees participated in Mid-Management 41.6 2018 % Up-skilling of the workforce encourages an average of 41.5 hours of training, Executive 37.2 <5 years 671 44.4% creativity and innovation, which are compared to 31.1 hours in 2017. The Non-Executive 44.1 Gender 5–10 years 313 20.7% key to driving company-wide adoption increase was due to a greater number Women 37.8 >10 years 527 34.9% of digital and new technologies. of courses attended by employees, Total 1,511 100.0% which rose 22% year-on-year. At Group Men 45.1 We provide continuous training level, our male employees benefi tted Overall 41.5 9 Our workforce fi gures do not include three temporary staff and 46 interns who were engaged programmes to broaden and from an average of 45.1 training hours, for short periods through the year. External personnel from security, cleaning and gardening P22 services who worked in our premises are also excluded from our counts. deepen our employees’ professional compared to 37.8 hours for our female P23 M1 Limited Sustainability Report 2018
Our People
COMPENSATION employees who are keen to participate Our offi ces feature dedicated on-site a compliant WSH risk management (AEDs), which are available in our ANDbBENEFITS in meaningful events, such as the nursing facilities and a childcare centre. framework and appointed an approved offi ces and M1 shops. Engaging with National Steps Challenge™: Corporate WSH auditor. The bizSAFE certifi cation our employees M1 off ers all its employees a variety 40 employees were entitled to parental Under Singapore regulations for WSH Challenge, Income Eco Run and POSB has been renewed in January 2019 and From 23 April to 11 May 2018, of benefi ts to meet their career and leave in 2018, and 22 female and 18 and work injury compensation, work Passion Run for Kids in 2018. incorporates measures from SGSecure, we conducted an Organisational personal needs. male employees took the mentioned accidents, dangerous occurrences a national movement to prevent and Culture Survey to assess our A fully equipped gymnasium is available leave. 17 female and 10 male employees and occupational diseases must be deal with a terrorist attack. employees’ opinion on our Remuneration for use round the clock by employees returned to work after their parental reported to the Ministry of Manpower organisational eff ectiveness and M1 off ers employees competitive who wish to work on their fi tness levels. leave ended. This represents a return Our WSH risk management team, (MOM). During 2018, there were two identify strengths and areas for remuneration packages commensurate To support employees who choose to to work rate of 77% for women and which defi nes M1’s risk control minor cases of work-related injuries11 business improvement. Out of a with their experience, performance walk, run or cycle to work, facilities 56% for men. measures, conducts regular reviews sustained by M1 employees, which sample of 500 employees invited and job responsibilities. Depending such as bicycle racks and shower rooms run by staff from various departments were reported to MOM. These were to take part, 442 participants on the performance of the Company, are also provided. Complimentary Among the men and women who who have been trained by bizSAFE. At minor injuries such as fractures completed the survey. eligible employees receive an annual passes to popular attractions such returned to work from parental leave operational levels, the team members at workplace. in 2017, 22 women and 12 men were variable performance bonus, as well as the Singapore Zoological Gardens, play a key role in the identifi cation of The survey followed up on a still employed 12 months after their as share awards under the M1 Share River Safari, Night Safari and Jurong hazards, the defi nition of measures to OPEN AND REGULAR previous culture survey and the return. This represents a retention rate Plan. This Share Plan, adopted in Bird Park, as well as holiday chalets eliminate or minimise WSH risks, and COMMUNICATIONS 2018 results confi rmed that most 2016, helps retain talent and align at subsidised rental rates are of 81% for women and 71% for men. the provision of these measures to the At M1, we view open and regular of our workforce recognises and the interests of eligible employees available for employees to enjoy with relevant workers. Consultation and In promoting stronger family values, communications as an important means values M1’s continuous investment with shareholders of the Company. their families throughout the year. participation of workers is sought when we support the annual national of enhancing employee engagement. in training programmes to improve assessing WSH risks and developing and their skills. Medical cover To foster team bonding and camaraderie, ‘Eat with Your Family Day’ initiative, implementing the relevant measures. All members of M1 senior management GRI 403-6 every department organises annual team whereby employees are permitted maintain an open-door policy, thus building and de-stress activities such unrecorded time off to leave work M1 ensures that all WSH preventive M1 is also committed to our employees’ fostering an environment of openness, quarter by Departments’ Heads for their as games, crafts, and meal outings. The earlier to dine with their families. and response measures are physical and mental health. We provide collaboration, trust and respect with respective teams, enabling employees annual Dinner and Dance, which features adequately communicated and made full-time employees with outpatient We also engage with the children of our staff , regardless of hierarchy. to interact and share their views more a diff erent dress-up theme each year, available to all workers. We also ensure and inpatient medical coverage, regular employees by inviting them to our annual eff ectively on company-related matters continues to be a key highlight of our that individual personal health-related health screenings and group insurance ‘Bring your Kids to Work Day’, where they Through our monthly newsletter VOICE and other relevant issues. Company’s social calendar. information is kept confi dential. All coverage. Raffl es Medical Group (RMG), spend a day at M1 to provide a better and regular company-wide email updates, a reputable healthcare group, manage new hires participate in WSH training employees are kept abreast of the latest Retirement understanding of the work they do. LABOUR RIGHTS our medical benefi ts programme during induction and workshops are developments at M1. Additionally, our GRI 201-3 GRI 102-41 in providing a consistent quality of conducted regularly to familiarise and CEO sends out a quarterly message WORKPLACE SAFETY M1 adheres to all regulations care and well-being services to our M1 contributes to Singapore’s Central keep employees up to date with our to all employees about the Company’s ANDbHEALTH governing employment in Singapore employees and their dependants. In Provident Fund (CPF), which is a WSH procedures and local regulations. fi nancial performance and other key GRI 403-1, 403-2, 403-3, 403-4, 403-5, such as the Employment Act that June 2018, we engaged RMG to provide comprehensive social security savings developments during the quarter, as well 403-8, 403-9 At the end of 2018, M1 had 48 employees prohibits the employment of anyone employees with complimentary fl u plan for working Singaporeans. CPF as on ad-hoc occasions as necessary. Workplace safety has been a topic of who were certifi ed fi rst aiders and under the age of 16. vaccinations, which were well received. contributions are allocated for retirement, trained in emergency techniques housing, investment, insurance, major importance for M1 since our Townhall-style presentation and and the use of the fi rst aid kits and Employees who wish to resign can Well-being education and medical expenses. In establishment and we are committed discussion sessions are held every automated external defi brillators leave the Company after serving or 2018, the contribution of employers to providing and maintaining a safe M1’s fl exible benefi ts programme allows paying out their contracted notice was set at 17% of an employee’s environment within our premises for employees to choose their own benefi ts period. In the event of an organisational monthly wage, with the employee our workforce and key stakeholders, according to their needs, through a change, aff ected employees will contributing 20%. Contributions are including our customers. For this, M1 diverse range of products and services be considered for redeployment lower for employees above 55 years has implemented a Workplace Safety including dental treatment, personal elsewhere within the Company. of age and only applicable to monthly and Health (WSH) framework, which insurance and childcare fees. We also includes incident reporting guidelines wages between S$750 and S$6,000. We have a Collective Agreement with off er subsidised meals to all employees and safety procedures covering all our the Singapore Industrial & Services at our in-house canteen. offi ces, retail outlets and base station SUPPORTING FAMILIES Employees Union, covering matters such sites. All employees, contractors and Our Fun!@M1 initiative makes available GRI 401-3 as working hours, overtime pay, notice visitors are required to comply with a wide variety of social, educational periods, and support the union’s eff orts M1 supports pro-family initiatives, these procedures. and sporting programmes including and our employees enjoy benefi ts to further worker welfare and labour- lunchtime talks on topics such as such as maternity leave, paternity In 2016, M1 obtained the bizSAFE management harmony. At the end stress management and parenting, as leave and shared parental leave Level 3 certifi cation10, which confi rms of 2018, 47% of our employees were well as our company-wide futsal and schemes, as well as extended medical that the Company has implemented covered by the Collective Agreement. bowling competitions. We also support coverage for their dependants.
10 BizSAFE is a programme by Singapore’s Workplace Safety and Health Council to help companies implement and improve safety and health 11 One case is still pending confi rmation from MOM. standards at the workplace. For more details, see www.wshc.sg. P24 P25 M1 Limited Sustainability Report 2018
Our Environment Recognising the importance run our base station network, which the power grid, consumed a total of per station, while the fuel intensities of environmental enables us to deliver mobile voice 35,018 litres of diesel fuel. This was of our diesel and petrol vehicle fl eets sustainability, M1 makes and data services to our customers. 13% lower than 2017 and 32% lower were 2,585 litres per vehicle and This represents an average of 931 kWh than 2015. This reduction is attributed 1,580 litres per vehicle respectively. every effort to maximise (3.4 GJ) per base station, 41.6% lower to the completion of the replacement Since 2015, the fuel intensity of our operational efficiency and than our base year12 2015’s level of of more effi cient generators. off shore stations decreased by 32%, minimise environmental 1,593 kWh per base station. while the fuel intensity of our diesel impact Comparatively, only 2,082,318 kWh Our fl eet of vehicles support our and petrol vehicle fl eets (trunk and or 3% of our total consumption fi eld engineers who are responsible shuttle buses not included) increased by was used for providing broadband for installing new mobile equipment, 7% and decreased by 12.5% respectively. services via our fi bre networks. These performing drive tests, and conducting 41.6% networks consumed 25.9% more than site maintenance and repairs. In 2018, Carbon footprint ENVIRONMENTAL in 2015. This was due to an increase in our diesel vehicle fl eet consumed GRI 305-1, 305-2, 305-3 reduction in average renewable sources, such as solar 25,847 litres, 7% higher than 2015. customers and more subscriptions to The carbon emissions produced electricity consumption per MANAGEMENT panels and NEWater. The consumption for our petrol-powered 12 a higher bandwidth plan. from our energy consumption during base station versus 2015 GRI 102-11 vehicles was 11,063 litres during the Electricity consumption 2018 amounted to a total of 28,333 M1 makes every eff ort to minimise M1’s retail operations used 320,348 kWh same period, 12.5% less than 2015. 13 GRI 302-1, 302-3 tonnes of CO2 equivalent (t-CO2e) . its impact on the environment, of electrical power in 2018, 1.4% higher This consisted of 0.7% (189 t-CO e) of including measures to limit the In 2018, the total electrical power compared to 2015. We hire a bus company to provide M1 2 direct emissions (Scope 1)14 and 99% 28,333 consumption of fuel, electricity and taken from Singapore’s power grid staff with regular bus services between (28,035 t-CO e) of indirect emissions water, and to reduce the production for our networks, data centre, offi ces Fuel consumption our offi ces and the main transportation 2 tonnes (Scope 2). Our current measurement of waste. Our business operations and retail outlets, amounted to GRI 302-1, 302-2, 302-3, 302-4 hubs. In 2018, these trunk and shuttle of carbon emitted during of other indirect emissions (Scope 3) abide by all applicable environment- 66,876,728 kWh and represented 98% buses consumed an estimated 40,684 the year During 2018, the generators at M1’s for the reporting period, which consist related laws and recognised standards. of our total consumption of energy litres of diesel (1,556 GJ). three off shore base stations (located at of estimated emissions from our third- from all sources for the same period. Pulau Satumu, Pulau Tekong and St. John’s We also recognise that environmental In 2018, the fuel intensity of our party shuttle services, amounted to Island), which are not connected to sustainability is about ensuring that Compared to 2017, our electricity off shore stations was 11,673 litres just 109 t-CO2e in 2018. >80 tonnes our actions today do not compromise consumption was 0.5% higher, while of carbon emissions avoided the quality of life for future generations. our number of base stations deployed by using solar energy Therefore, we constantly look for new in 2018 to enhance coverage and alternatives and the latest technologies support customers’ growing data M1 Carbon Emissions (Scope 1 and 2) to help run our operations in the most needs increased by 25%. 46.3% of environmentally friendly way. our total electricity consumption Retail outlets: 134 t-CO e (0.5%) 29% was used for our buildings and data 2 of the water we consumed Although the provision of our services centre operations and amounted to continues to be largely shaped by Fibre networks: Fuel: in 2018 was reclaimed water 30,977,171 kWh during the year. 873 t-CO e (3.0%) 189 t-CO e (0.7%) the use of non-renewable resources, 2 2 such as grid electricity and fuel, 33,496,891 kWh or 50.1% of our total 2.6 tonnes M1 strives to increase its share of electricity consumption was used to of recyclable e-waste collected Mobile networks: Building and data centre:
14,402 t-CO2e (49.8%) 12,986 t-CO2e (46.0%)
Supported SDGs
Fuel (Scope 1) Mobile networks (Scope 2) Retail outlets (Scope 2) Building and data centre (Scope 2) Fibre network (Scope 2)
13 Carbon dioxide equivalent (CO2e) is the unit to express the carbon footprint of diff erent greenhouse gases. 14 Under the GHG protocol, Scope 1 emissions are from sources owned or controlled by the organisation; Scope 2 emissions are from sources 12 2015 represents the year we started collecting our operations’ key environmental performance not controlled or owned by the organisation but are a consequence of the activities of the organisation; Scope 3 emissions occur outside the for reporting purposes. organisation, but under its responsibility.
P26 P27 M1 Limited Sustainability Report 2018
Our Environment
Waste REDUCING OUR a total of 197,764 kWh of renewable Intensity GRI 306-2 FOOTPRINT energy during 2018. This helped to reduce by approximately 83 tonnes kWH litres Our general waste, which comprises During the reporting period, we the carbon emissions that would have non-hazardous material and food continued to focus our eff orts to 2,000 20,000 resulted from the consumption of grid waste from our offi ces and canteen, reduce the environmental impact of electricity had we not installed the 1,800 18,000 is disposed of in provided bins and our facilities and general operations, solar PV power system. 1,600 16,000 collected daily by a general waste while still increasing productivity and collector. The waste is processed by 1,400 14,000 delivering consistent quality service to General operations the collector and sent for incineration. our customers. To achieve this, 1,200 12,000 To minimise the carbon footprint we regularly review our processes, 1,000 10,000 Currently, our disposed waste is only at M1 Shops, stores are fi tted with equipment and building features to measured at our head offi ce, MiWorld LED lighting where possible. More 800 8,000 identify gaps and assess new technologies Building and Regional Operations than 95% of customer transactions 600 6,000 or management approaches. Centre (ROC). In 2018, M1 disposed are done electronically and printed 400 4,000 an estimated 234,000 kg of general Facilities brochures promoting M1 products 200 2,000 waste15 at these three buildings. GRI 305-5 and services have been removed. 0 0 2 2015 2016 2017 2018 M1’s 4,214 m fi ve-storey annex Environmentally friendly Forest building, sited next to our MiWorld Stewardship Council (FSC) certifi ed Base station (kwh) Offshore station (diesel) Fleet (diesel) Fleet (petrol) E-Waste Recycling building in Jurong, successfully paper is sourced for all our printing achieved the Building and Construction needs, and we have implemented Authority’s Green Mark Gold procedures and guidelines to reduce certifi cation in 2014. The building is Water consumption paper consumption at our offi ces, fi tted with environmentally friendly GRI 303-1, 303-3, 303-5, 306-1 Switching from potable to reclaimed water such as the confi guration of printers features such as LED lights and M1 essentially uses potable water for daily activities at our offi ces and to default two-sided instead of Although we believe our activities rainwater harvesting tanks16. It also NEWater for equipment cooling purposes at our various sites, including our one-sided printing. do not have a signifi cant impact on utilises reclaimed NEWater and data centre (since 2015). NEWater is reclaimed water available in Singapore Singapore’s water resources, we condensate water, instead of potable Since the introduction of our e-billing for industrial use and has a lower environmental impact. continue our eff orts to reduce our water for cooling purposes. programme, 25% of our customers consumption of potable water in line In 2018, we continued to switch additional sites from the potable water have migrated to receiving electronic bills. with the government’s goal to become The solar PV power system installed network to the NEWater network. This increased the percentage of NEWater M1 is a supporter of the National water self-suffi cient. in 2017 on the roof of ROC generated over our total water consumption from 11% in 2015 to 29% in 2018. Environment Agency’s electronic waste (e-waste) recycling initiative. Our total water consumption in 3 3 Electronic equipment typically 3 During 2018, we used 18,194 m of NEWater and 44,786 m of potable water, 2018 was 62,980 m , a 0.3% decrease 3 3 contains plastic and metal 3 while the consumption fi gures for 2015 were 6,601 m and 54,774 m respectively. compared to 2017 (63,196 m ) and components, as well as non-negligible an increase of 2.6% compared to quantities of hazardous materials 2015 (61,375 m3). such as heavy metals and other toxic substances, which can have a We do not discharge any used water negative impact on the environment directly into the environment. All water if not disposed of properly. used by M1 is disposed through the city’s sewerage system and collected Since April 2017, we have placed by Singapore’s national water dedicated e-waste bins at 12 sites, agency PUB for treatment at water comprising our offi ces and M1 reclamation plants. There, it is purifi ed Shop outlets, to enable staff and and returned to nature or reused as customers to conveniently and NEWater (see www.pub.gov.sg for responsibly dispose of their e-waste. more details). In 2018, 2.6 tonnes of recyclable e-waste were collected from our collection sites. The e-waste collected included mobile phones, laptops, cables, chargers, keyboards, modems and routers.
15 Based on the number and volume of our bins, the number of collections trips and the average weight of waste volume. 16 Consumption of harvested and condensate water is not measured and reported yet, as their impact on our sustainability performance is estimated to be negligible. P28 P29 M1 Limited Sustainability Report 2018
Our Environment Our Community ENVIRONMENTAL KEY INDICATORS M1 gives back to the
Environmental Performance17 2018 201718 201618 Singapore community DIRECT ENERGY USE through a long-standing Non-renewable support of the arts, Diesel (off shore base stations) 35,018 litres 40,073 litres 48,774 litres ongoing sponsorship of Diesel (fl eet) 25,847 litres 25,362 litres 26,635 litres sports events and regular Petrol (fl eet) 11,063 litres 11,678 litres 11,273 litres fundraising for Renewable underprivileged children Solar energy 197,764 kWh – – and the youths-at-risk. TOTAL DIRECT ENERGY (d) 3,421 GJ 2,905 GJ 3,277 GJ These efforts demonstrate SCOPE 1 EMISSIONS 189 t-CO2e 202 t-CO2e 228 t-CO2e our commitment to INDIRECT ENERGY USE responsible corporate Non-renewable (electricity) citizenship and the welfare M1 buildings and data centre operations 30,977,171 kWh 30,816,881 kWh 30,835,554 kWh of our society Mobile networks (monthly average per base station) 33,496,891 kWh 33,478,185 kWh 34,349,154 kWh (931 kWh) (1,184 kWh) (1,311 kWh) Fibre networks 2,082,318 kWh 1,911,155 kWh 1,710,483 kWh ENRICHING SOCIETY artists to explore new insights through Retail outlets 320,348 kWh 349,537 kWh 350,847 kWh THROUGH SUPPORT the spirit of play, regardless of age, Total electricity consumption 66,876,728 kWh 66,555,758 kWh 67,246,038 kWh >S$2m language or genre. in sponsorship funds for OFbTHE ARTS Non-renewable (fuel)19 over 15 arts and sports M1 has been supporting the arts Diesel (trunk bus) 36,166 litres 36,166 litres – In July 2018, we ran the third edition events in 2018 throughout its 21 years of commercial Diesel (shuttle bus) 4,518 litres 4,518 litres – of M1 Peer Pleasure Youth Theatre operation, as we believe that a thriving Festival, creating youth theatre with TOTAL INDIRECT ENERGY (i) 242,312 GJ 241,157 GJ 242,086 GJ arts scene enriches the quality of a social conscience. The festival this SCOPE 2 EMISSIONS 28,035 t-CO2e 28,246 t-CO2e 29,003 t-CO2e life and strengthens social bonds in year saw participants collaborating SCOPE 3 EMISSIONS 109 t-CO2e 109 t-CO2e– >S$500,000 multi-cultural Singapore. We work with with theatre professionals through raised to support TOTAL ENERGY USE (d + i) 245,734 GJ 244,062 GJ 245,363 GJ several arts groups and support a workshops, a camp, community underprivileged children number of arts-related projects to help TOTAL EMISSIONS (SCOPE 1 + 2) 28,333 t-CO2e 28,557 t-CO2e 29,231 t-CO2e walks and home visits to research and youths-at-risk grow the quality, diversity and depth of the topic of poverty in Singapore. The WATER CONSUMPTION the Singapore arts scene. experience and knowledge gained 3 3 3 NEWater 18,194 m 14,563 m 12,231 m during this year’s research phase will Potable water 44,786 m3 48,633 m3 48,735 m3 In recognition of our sustained be put into practice when participants Ratio NEWater:Potable water 29%:71% 23%:77% 20%:80% 132 contribution to the arts and for devise their own theatrical productions th TOTAL WATER CONSUMPTION 62,980 m3 63,196 m3 60,996 m3 the 19 consecutive year, M1 was in 2019. accorded a Patron of the Arts Award in patients 2018 by the National Arts Council. M1’s ongoing support for leading benefi tted from a blood dance companies, including T.H.E donation drive held on M1’s In January 2018, we partnered with The Dance Company and Frontier th premises Necessary Stage to present the 14 Danceland, aims to grow Singapore’s M1 Singapore Fringe Festival. Themed contemporary arts scene and nurture ‘Let’s Walk’, the 2018 festival ran for young dance talents. From 17 to Supported SDGs 12 days and featured 16 performances 28 January 2018, we held the 9th and exhibitions by international and M1 CONTACT Contemporary Dance local artists from seven countries. Festival, a highlight in Singapore’s Besides a record-beating number of dance calendar. Curated by T.H.E productions performed to a full house, Dance Company, the event featured the number of ticketed events also exhilarating dance performances, doubled that of the previous year’s choreographic workshops and festival, demonstrating the popularity technique classes presented by local, of this event. Southeast Asian and international contemporary dance artists. The M1 In 2018, we became the title sponsor Open Stage + DiverCity — a platform of M1 Patch! A Theatre Festival of Artful for young, talented and aspiring 17 Energy and emissions calculations use the factors from DEFRA Greenhouse gas reporting – Conversion factors 2018, which are based on the Play. This international theatre festival, dancers to showcase their works, was Intergovernmental Panel on Climate Change (IPCC). Grid emission factors are sourced from Singapore Energy Market Authority (EMA). which was staged from 1 to 31 August 18 Some 2016 and 2017 fi gures for energy and emissions have been adjusted to refl ect minor corrections in the calculation method and source of data. again staged as part of the festival. 19 Fuel fi gures from shuttle and trunk buses are estimated based on distance and number of trips. 2016 data is not available. 2018, provided an opportunity for
P30 P31 M1 Limited Sustainability Report 2018
Our Community
Our partnership with Frontier programmes and initiatives from community, we presented the sixth Danceland continued in 2018 with grassroots to national level. edition of the M1 Corporate Netball the M1 Dancing on the Frontier Challenge (M1CNC), Singapore’s Appreciation Series, which introduces Annual initiatives include the M1 biggest mixed corporate annual netball contemporary dance to students Schools Challenge League, the M1 competition. Staged in November 2018 from secondary schools and tertiary Talent Identifi cation Programme, the at the Kallang Netball Centre, this year’s institutions. Our support for this M1 Age Groups KL Tour and the M1 challenge introduced a new Fast5 inspirational dance company extends Zone Age Groups, which help create play format. Australia’s Diamond and to the M1-Frontier Danceland PULSE fresh opportunities for young sporting Commonwealth Games Silver Medallist, scholarship programme for aspiring talent to excel in netball. Jo Weston, was a special guest at the and talented dancers. event and met with participants and In 2018, we broadened our support fans. She also conducted netball clinics as title sponsor of the M1 Netball to share her experience and skills with INCULCATING THE Super League. This local competitive young, aspiring netball players as part VALUESbOF SPORT event features Singapore’s best netball of the M1 Schools Programme. GRI 201-1 players. We also extended our support M1 places great emphasis on the to Singapore’s netball scene with the Another highlight of the M1CNC was values that can be instilled by title sponsorship of the M1 Asian the charity exhibition match between participation in sports, such as team Netball Championships. This is Asia’s M1 senior management and Netball’s spirit, fair play and perseverance. We most prestigious netball event and Hall of Fame team. are also keen to encourage sport as a was staged at the OCBC Arena from gateway to healthy living. 1 to 9 September, attracting teams In appreciation of the Hall of Fame from 12 nations. Singapore’s President, team’s participation, M1 pledged Our contribution to the local sports Madam Halimah Yacob, honoured us S$50,000 to underprivileged children community is best exemplifi ed by with her presence at the championship and youths-at-risk benefi ciaries of our our long association with netball, match of this exhilarating week-long adopted charities. which began in 2009 and includes tournament, and witnessed the our continued support for Netball Singapore netball team securing fi rst SUPPORTING YOUNG benefi ciaries of M1’s fundraising eff orts benefi ciaries of these charities at the to help with the payment of school- Singapore’s initiatives promoting runner-up position and qualifying for PEOPLE IN NEED the sport in schools and within the 2019 Netball World Cup. in 2018 through our adopted charities: M1 Charity Golf 2018 and M1 Bring related expenses. the community. Over the years we Underprivileged children and youths- Beyond Social Services, Brahm Centre, your Kids to Work Day event. During the year, our staff volunteers have sponsored a variety of netball In promoting netball as a sporting at-risk continued to be the primary Children-at-Risk Empowerment habit for life within the corporate Association, and the M1 Students The M1 Students Support Fund, from the M1 SunCare Club continued Support Fund. in partnership with the Ministry of to organise regular outings for the Education, provides supplementary benefi ciaries of our adopted charities, The generosity of our business fi nancial aid to underprivileged school including visits to the movies, Camp partners and associates, as well as children from low-income families. Challenge and Snow City. staff and families, resulted in more Additional assistance is given to needy than S$500,000 being raised for the students from 15 primary schools
COMMUNITY SUPPORT In celebration of Singapore’s 53rd birthday, M1 provided communications services to the National Day Parade’s organising and show committees at the Floating Platform.
In partnership with the Singapore Red Cross Society, we organised a blood donation drive in May 2018 at our main offi ce building. During this donation drive, 68 M1 staff and visitors donated 44 units of blood, which in turn will benefi t about 132 patients.
P32 P33 M1 Limited Sustainability Report 2018
GRI Content Index
General Standard Disclosures Specific Standard Disclosures GRI Standards20 Category/Description Value, page or direct reference GRI Standards20 Category/Description Value, page or direct reference Organisational Profi le 201 Economic — Economic Performance 102-1 Name of the organisation M1 Limited Management approach 17-20, 31-33 102-2 Activities, brands, products, and services 201-1 Direct economic value generated and distributed 17, 32 102-3 Location of organisation’s headquarters 10 International Business Park, 201-3 Defi ned benefi t plan obligations and other retirement plans 24 Singapore 609928 203 Economic — Indirect Economic Impacts 102-4 Location of operations Singapore Management approach 17-20 102-5 Ownership and legal form www.m1.com.sg/aboutm1 203-1 Infrastructure investments and services supported 17 102-6 Markets served Singapore 203-2 Signifi cant indirect economic impacts 17 102-7 Scale of the organisation 4, 22 204 Economic — Procurement Practices 102-8 Information on employees and other workers 22 Management approach 20 102-9 Supply chain 20 204-1 Proportion of spending on local suppliers 20 102-10 Signifi cant changes to the organisation and its supply chain 5 205 Economic — Anti-Corruption 102-11 Precautionary Principle or approach 26 Management approach 20, 21 102-12 External initiatives 6, 22 205-2 Communication and training about anti-corruption policies and 20 102-13 Membership of associations Six memberships21 procedures Strategy 205-3 Confi rmed incidents of corruption and actions taken None, 21 102-14 Statement from senior decision-maker 4 206 Economic — Anti-Competitive Behaviour Ethics and Integrity Management approach 21 102-16 Values, principles, standards, and norms of behaviour Inside cover, 20 206-1 Legal actions for anti-competitive behaviour, anti-trust, and monopoly practices None, 21 Governance 302 Environmental — Energy 102-18 Governance structure 7 Management approach 26-29 Stakeholder Engagement 302-1 Energy consumption within the organisation 26, 27 102-40 List of stakeholder groups 8 302-2 Energy consumption outside the organisation 27 102-41 Collective bargaining agreements 25 302-3 Energy intensity 26, 27 102-42 Identifying and selecting stakeholders 8 302-4 Reduction of energy consumption 27 102-43 Approach to stakeholder engagement 8 303 Environmental — Water and Effl uents 102-44 Key topics and concerns raised 8 Management approach 28 Reporting Practice 303-1 Interactions with water as a shared resource 28 102-45 Entities included in the consolidated fi nancial statements 5, 17 303-2 Management of water discharge-related impacts Not relevant to M1 102-46 Defi ning report content and topic Boundaries 8 303-3 Water withdrawal 28 102-47 List of material topics 10-15 303-4 Water discharge 28 102-48 Restatements of information 5, 17 303-5 Water consumption 28 102-49 Changes in reporting None 305 Environmental — Emissions 102-50 Reporting period January to December 2018 Management approach 27, 29 102-51 Date of most recent report March 2018 305-1 Direct (Scope 1) GHG emissions 27 102-52 Reporting cycle Annual 305-2 Energy indirect (Scope 2) GHG emissions 27 102-53 Contact point for questions regarding the report 6 305-3 Other indirect (Scope 3) GHG emissions 27 102-54 Claims of reporting in accordance with the GRI Standards 6 305-5 Reduction of GHG emissions 29 102-55 GRI content index 34 102-56 External assurance 6
20 All disclosures in this content index follow the reporting requirements found in the 2016 publication of the GRI Standards, with the exception of GRI 303 (Water) and GRI 403 (Occupational Health and Safety), which have been updated to their latest version (2018). 21 • Mr Patrick Michael Scodeller, Chief Operating Offi cer, is the Chairman of the Singapore Internet Exchange • Mr P. Subramaniam, Chief Marketing Offi cer, is a Council Member of the Advertising Standards Association of Singapore and a member of the Marketing Institute of Singapore • Mr Alan Goh, Chief Information Offi cer, is the Vice President of the Information Technology Management Association, and a member of the School Advisory Committee for Temasek Polytechnic’s School of Informatics and IT • Mr Denis Seek, Chief Technical Offi cer, is a member of the IMDA’s Telecommunications Standards Advisory Committee • Mr Willis Sim, Chief Corporate Sales and Solutions Offi cer, is a member of the Singapore Chinese Chamber of Commerce & Industry • Mr Stamford Low, Director, Customer Service, is the Honorary Treasurer of the Contact Centre Association of Singapore and member of AsiaDPO
P34 P35 M1 Limited Sustainability Report 2018
GRI Content Index
Specific Standard Disclosures Specific Standard Disclosures GRI Standards20 Category/Description Value, page or direct reference GRI Standards20 Category/Description Value, page or direct reference 306 Environmental — Effl uents and Waste 416 Social — Customer Health and Safety Management approach 28, 29 Management approach 19-21 306-1 Water discharge by quality and destination 28 416-1 Assessment of the health and safety impacts of product and service 19, 20 306-2 Total weight of waste by type and disposal method. 29 categories 307 Environmental — Environmental Compliance 416-2 Incidents of non-compliance concerning the health and safety impacts of None, 21 Management approach 21, 26 products and services 307-1 Non-compliance with environmental laws and regulations None, 21 417 Social — Marketing and Labelling 308 Environmental — Supplier Environmental Assessment Management approach 19, 21 Management approach None 417-1 Requirements for product and service information and labelling 19 308-1 New suppliers that were screened using environmental criteria None 417-2 Incidents of non-compliance concerning product and service information None, 21 401 Social — Employment and labelling Management approach 22, 24 417-3 Incidents of non-compliance concerning marketing communications None, 21 401-1 New employee hires and employee turnover 22 418 Social — Customer Privacy 401-3 Parental leave 24 Management approach 20 403 Social — Occupational Health and Safety 418-1 Substantiated complaints concerning breaches of customer privacy and None, 21 Management approach 24, 25 losses of customer data 403-1 Occupational health and safety management system 24, 25 419 Social — Socioeconomic Compliance 403-2 Hazard identifi cation, risk assessment, and incident investigation 24, 25 Management approach 21 403-3 Occupational health services 24, 25 419-1 Non-compliance with laws and regulations in the social and economic area None, 21 403-4 Worker participation, consultation, and communication on occupational 24, 25 Non-GRI indicators health and safety Description Value, page or direct reference 403-5 Worker training on occupational health and safety 24, 25 Customer Overall score rating from our customer satisfaction survey 85% 403-6 Promotion of worker health 24 satisfaction 19 score 403-7 Prevention and mitigation of occupational health and safety impacts Not relevant to M1 directly linked by business relationships eBill Portion of our customers base who have migrated to receiving e-bills 25% penetration 29 403-8 Workers covered by an occupational health and safety management system 24, 25 403-9 Work-related injuries 24, 25 404 Social — Training and Education Management approach 22, 23 404-1 Average hours of training per year per employee 23 404-2 Programmes for upgrading employee skills and transition assistance 23 programmes 404-3 Percentage of employees receiving regular performance and career 100%, 22 development reviews 405 Social — Diversity and Equal Opportunity Management approach 22, 23 405-1 Diversity of governance bodies and employees 22, 23 406 Social — Non-Discrimination Management approach 22, 23 406-1 Incidents of discrimination and corrective actions taken None, 23 414 Social — Supplier Social Assessment Management approach None 414-1 New suppliers that were screened using social criteria None
P36 P37 M1 LIMITED (Reg. No. 199206031W)
10 International Business Park Singapore 609928 www.m1.com.sg