Social
FRAMEWORK

STAKEHOLDER GROUPS
Shoppers
Our Aim
To understand our shoppers’ needs,
enhance their experiences and
improve the appeal of our malls
Engagement Channels
- Marketing and promotional events
- Loyalty programmes
- Online and mobile platforms
- Social media
- Shopper interviews
Focus Areas
- Quality and well-managed shopping malls
- Environmental, health and safety measures in properties
- Omnichannel shopping
- Experiential shopping
- New retail concepts
- Family-friendly facilities
- Easy access to public transport
- Positive customer experience
- Vibrant communities
Response
- Maintain efficient properties with green rating
- Keep properties relevant through proactive portfolio reconstitution and create an attractive tenant mix
- Leverage technology and digital platforms such as CapitaStar’s ecosystem to build loyalty
- Co-creation of concepts and shopper experience with tenants to differentiate offerings
Tenants
Our Aim
To become a landlord of choice
by understanding our tenants’
needs and concerns.
Engagement Channels
- Engagement programmes/activities
- Post-event feedback
- Meetings with key existing and new tenants and other informal tenant gatherings
- Tenant shop openings
- Joint promotions and strategic partnerships
- Value-added initiatives by centralising resources and leveraging technology
- Tenant satisfaction survey
- Office Tenant Relations Specialists (TRS) as regular contact points for tenants
- Fortnightly tenant newsletter – your Workplace Community
- Social media platforms
Focus Areas
- Quality and well-managed shopping malls and office buildings
- Environmental, health and safety measures in properties
- Knowledge-sharing and market trends
- Operational efficiency
- Positive customer experience
- Vibrant communities
Response
- Maintain efficient properties with green rating
- Keep properties relevant through an active portfolio reconstitution strategy
- Leverage technology to enhance product and service offerings and build tenant loyalty
- Engage tenant regularly to build relationships and ensure prompt responses to tenants’ needs
- Leverage mobile application CapitaStar@Work and link up with CapitaStar to extract synergies and cross-selling opportunities
Communities
Our Aim
To be a responsible corporate citizen and contribute to the communities in which we operate.
Engagement Channels
- Collaborate with CHF to contribute to nonprofit organisations
- Management of ESG issues
- Corporate social responsibility programmes
- Our Head, Engineering, Systems,
Sustainability, Retail, Workspace is a
member of various taskforce teams and
committees in the BCA and a member
of the Workplace Safety and Health
(WSH) Council (Facilities Management)
Committee
- Partnerships with government, national
agencies and non-governmental
organisations
Focus Areas
- Volunteerism and philanthropy
- Environment
- Sustainable buildings
- Community programmes to generate
wider awareness of sustainability, health
and wellness
- Environmental, health and safety
measures in properties
Response
- Pursue green rating for all properties in our
portfolio
- Grant three days of volunteer leave per
employee
- Participate in community programmes
with social/charity objectives
- Partner with government/ national
agencies and tenants to promote
sustainability and healthy living
Investors
Our Aim
To provide timely and consistent
communication to investors and
be a choice investment.
Engagement Channels
- CICT website (www.cict.com.sg)
- Annual general meetings
- SGXNet announcements
- Annual reports
- Biannual media and analysts results briefings
- Analyst group calls
- Roadshows, conferences, meetings, teleconferences
- Tours of CICT’s properties
Focus Areas
- Long-term sustainable distribution and total returns
- Business performance, expectations and strategies
- ESG risks and opportunities
Response
- Drive active portfolio reconstitution
- Manage portfolio and asset proactively
- Manage capital prudently
- Exhibit strong corporate governance
- Create value via disciplined approach to acquisitions and divestments
- Seek investor feedback during or after engagements
- Committed to annual sustainability reporting
- Participate in GRESB real estate assessment annually
- Build win-win partnerships
Employees
Our Aim
To develop a high-performance
work culture that embraces
diversity and teamwork.
Engagement Channels
- Informal and formal staff communications
- Employee engagement programmes - volunteer and recreation club activities
- Employee engagement surveys
- Performance appraisals
- Teambuilding workshops/ training courses
Focus Areas
- Business strategy communication and employee engagement
- Reward and recognition
- Training and development
- Work-life balance, employee welfare, health and well-being
Response
- Communicate financial performance,
target performance indicators, business
strategy and employee engagement plan
at communication sessions
- Assess performance annually to review
performance and identify training and
development goals
- Monitor occupational health and safety issues
- Identify action plans to improve employee
welfare and well-being
- Conduct online training on Fraud, Bribery &
Corruption awareness annually, which was
completed by 95% of employees and all of
the Manager's staff in FY 2022
Suppliers
Our Aim
To be a fair and reasonable buyer
of goods and services and
share industry best practices.
Engagement Channels
- Term contractor/vendor evaluation system
- Collaborate with suppliers to manage EHS challenges
- Sharing of the following information with supply chain:
- CapitaLand’s EHS Policy
- SOPs, contractor management guidelines and house rules for compliance
Focus Areas
- Fair and reasonable treatment
- Alignment with EHS objectives and OHS practices
Response
- Recognise supply chain for exceeding
standards in service quality (CapitaLand
HOST Programme)
- Collaborate to manage EHS challenges
such as an epidemic outbreak
- Monitor and report EHS performance
quarterly
- Evaluate term contractors and vendors
half-yearly and engage in feedback
sessions for continuous improvement
- Share CapitaLand’s Supply Chain Code
of Conduct with suppliers which sets out
the requirements in the areas of legal
compliance, anti-corruption, human rights,
health and safety, as well as environmental
management – All suppliers with new
or renewal contracts in FY 2022 signed
CapitaLand’s Supply Chain Code of
Conduct
- Build win-win partnerships
HEALTH & SAFETY
Occupational Health and Safety
Our stakeholders’ occupational health and safety
(OHS) is of utmost importance. An effective OHS
management system is part of risk management
and enhances productivity, morale and well-being.
CICT aims to provide a safe and secure environment
at the properties to optimise both retail and office
experiences.
CICT adopts CapitaLand’s Occupational Health
and Safety Management System (OHSMS), which
has been externally audited by a third-party
accredited certification body to International
Organization for Standardization (ISO) 45001
standards, a recognised international standard
for OHS Management Systems. The framework
involves identifying and reviewing OHS hazards,
assessing their risks, establishing policies, ensuring
accountability, developing action plans and
engaging stakeholders.
CICT champions OHS with commitment from the
board, senior management, and staff participation
through an integrated EHS Management System
as well as stakeholder engagement activities.
Supplementing this management system is the
Sustainability Committee which reviews major
OHS incidents and helps to reinforce a culture of
safety. CICT is committed to ensuring a high OHS
performance and reducing occupational injury
rates with the aim to achieve zero harm.
Risk Management of OHS Hazards
Identifying OHS hazards and assessing their
risks are key components in the OHSMS. Hazards
Identification and Risk Assessments (HIRA) are
reviewed annually, or following an incident, or a
significant change in processes. OHS hazards are
identified for the administration, development and
operational functions of the group’s businesses,
and their risks are assessed. Examples of hazards
include slip, trip and fall, fall from height and
falling objects. Each business unit has established
standard operating procedures (SOPs) to minimise
the occurrence of such hazards.
Since October 2020, the Environment, Health, and
Safety Impact Assessment (EHSIA) was made
mandatory when evaluating new investments. The
results of the EHSIA enable the investment team to
consider OHS risks and opportunities upfront and to
identify early mitigating measures.
Stakeholder Engagement
CLI and CICT understand the important role
that end-users of its buildings and its supply
chain play. Staff, tenants, supply chain
partners as well as the wider community are
actively engaged to promote total well-being,
health and safety.
Staff Wellness
CapitaLand implemented a "Total Well-
Being Programme", which included an annual
free on-site health screening in Singapore.
Financial assistance, employee assistance
programmes, and healthcare hotlines were
already in place since the COVID-19 pandemic
to support its staff. In 2022, both online and
physical programmes were introduced to
support staff in a hybrid work arrangement.
More than seven online events were held, with
some focused on nurturing our employees’
well-being and mental health. In addition,
workout sessions, financial and retirement
planning talks and personal grooming
workshops were organised.
Employees attend training and awareness
programmes to facilitate effective
implementation of CapitaLand’s Environmental,
Health and Safety Management System
(EHSMS). New employees are introduced to
CapitaLand’s EHS policy and EHSMS.
The CapitaLand Core Values Ambassador
Awards was organised globally to recognise
inspiring individuals who have strongly
displayed CapitaLand’s Core Values. Within
the Listed Funds group, The Thinking Cap Team
launched initiatives such as The Ambassador
Programme, Coffee & Learn and the inaugural
CLI Listed Funds Symposium, to create more
platforms for employees to gather and
promote cross exchanges and learning.
Tenants and Community Safety
and Wellness
As part of the group’s OHS Management
System, emergency response procedures
are in place to address potential OHS risks.
Periodic briefings and biannual evacuation
drills are conducted to familiarise tenants with
the emergency response actions.
Measuring Safety Performance