Dialogue with Stakeholders
Dialogue with Stakeholders: Customers
INTRODUCTION
Stakeholder Impact
Effective customer dialogue enhances not only the Group’s understanding of the customers’ needs that drive our development of tailored products and services, but also supporting customers to use our product effectively through training and technical guidance.
Such dialogue enables alignment with project expectations and strengthening business relationships of both parties, leading to high customer satisfaction. Conversely, ineffective dialogue with customers such as unaddressed concerns may lead to misunderstandings, and potential operational disruptions.
MANAGEMENT APPROACH
Policies & Commitments
Practices
The Group strives to become a comprehensive solution provider for both domestic and international customers, which in turn supports sustained customer satisfaction.
To achieve this, the Group has established formal communication channels managed by designated personnel, to promote dialogue with customers and accurately assess customer needs.
Recognizing the diversity of our customers base, the Group provides multiple accessible communication channels, including dedicated phone lines, in person, email, and mail, to accommodate customer preferences and ensure operational convenience.
The Group has established a standardized protocol for handling complaints, featuring transparent processes and defined timelines, as follows:
Protocol
Step 1:
Recieve Complaints
Step 2:
Investigation
Step 3:
Implementation
Step 4:
Record the Complaint
Step 5:
Inform Customer
Description
- Receive and forward complaints to the relevant units or individuals
- Identify the root cause of the complaints
- Develop corrective and preventive actions
- Implement corrective and preventive actions
- Document the complaint details and actions taken
- Inform customers of the resolution
- Receive feedback on the complaint handling process
Timeline
1 Day
1 Day
General Issue
3 Days
Product Issue
1 Day
General Issue
3 Days
Product Issue
2 Days
2 Days
Customer dialogue captured through these communication channels also plays a crucial role in the Group’s understanding customers’ needs.
For instance, in response to customer requests for enhanced product knowledge, the Group developed a targeted technical support service. This expands our offerings beyond pure product sales to include technical education, resulting in improved application efficiency for the end-user.
Regarding customer information management, the Group strictly complies with the Corporate Policy on Personal Data Protection. All customer data is maintained confidentially and requires explicit consent prior to any processing or related actions.
In addition, the refinery business in Malaysia engages its customers through monthly meeting to better understand their needs, concerns and expectations.
During these engagements, market information and updates were shared including the latest project developments, demand and supply trends, pricing updates, and delivery audit matters.
These engagements also served as a platform to address customer concerns, gather feedback and identify opportunities for improvement and project development to better meet customer requirements.
KEY PERFORMANCE
HIGHLIGHT PROJECTS
Technical Road Maintenance Training
Product knowledge and its application are critical for customers to execute their work with efficiency. In 2025, the Group provided training on technical road maintenance knowledge to Local Administrative Organization at the Rural Roads District Office.
The training combined theoretical instruction with practical, hands-on demonstrations showcasing best practices in asphalt application, including pothole repairs utilizing Tipco Premix and concrete joint sealing with Tipco Joint Sealer.
The objective of the training is to elevate technical proficiency and foster experience-sharing among regional road maintenance professionals and enable them to execute projects effectively within budget and scheduling constraints.
