58 | CapitaLand Limited Annual Report 2014
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CapitaLand has a regular review, assessment and
feedback process in relation to environment, social,
and governance (ESG) topics. Key to this is an annual
Group-wide Risk and Control Self-Assessment exercise
which entails the identimcation, assessment and
documentation of material risks and corresponding
internal controls. Such material risks include fraud and
corruption risk, environmental risk, health and safety
risk and human capital risk which are ESG-relevant.
Other existing channels for feedback to ensure relevance
of issues include
Environment
t Regular dialogue/feedback
sessions with government
agencies (Building and
Construction Authority, National
Environment Agency)
t Active participation in Singapore
Green Building Council
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t Regular dialogue with government
agencies and unions
t Active participation in Singapore
Workplace Safety and )ealth
Council
t Regular employee engagement
survey. Regular staff survey on
environmental, health and safety in
Singapore
t CapitaLand 7ision and 7alues Staff
Survey
Governance
t Active participation in IRPAS
and Real Estate Investment Trust
Association of Singapore (REITAS)
t Engagement with Securities
Investors Association (Singapore)
(SIAS) for its annual Corporate
Governance Conference
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Through regular stakeholder engagement, CapitaLand
identimes and reviews material issues that are most
relevant and signimcant to the Group and its stakeholders.
For CapitaLand, priorities are ranked based on the
likelihood and potential impact of issues affecting
business continuity and development. For external
stakeholders, priority is given to issues important to
society and relevant to CapitaLand.
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CapitaLand actively engages its employees through
various avenues, including regular communication
sessions held by senior management for effective now
of information and alignment of business goals and
objectives across all levels of workforce. In 2014, more
than 9,000 employees participated in the CapitaLand
7ision and 7alues survey which was followed up with
over 30 focus groups in Singapore, China and 7ietnam.
The outcome was a revalidation of the CapitaDNA with
an updated 7ision, Mission, Credo and Core 7alues
(Please refer to the Corporate Promle section of this
Annual Report).
Customers
CapitaLand conducts regular tenant surveys at all its
shopping malls and ofmce buildings, as well as regular
resident satisfaction surveys in all its serviced residences.
Feedback obtained is reviewed and relevant follow-up
actions are taken to improve service levels to tenants and
improve serviced residents’ experience.
Customer surveys are also conducted after handovers
of homes to ensure a high level of satisfaction for its
products and services. )ome buyers in Singapore are
given access to an online portal where they can monitor
the progress of their homes.
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CapitaLand proactively engages contractors and
suppliers on areas relating to quality of work and
commitment to environment, health and safety
(E)S). For more information, please refer to the E)S
sub-section. CapitaLand also adopts a strong stance
against bribery and corruption. Third-party service
providers and contractors can provide feedback,
via a dedicated email address, in addition to the regular
feedback channels.
Investors and media
For stakeholder engagement pertaining to investors and
media, please refer to the section on Investor and Media
Relations.
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CapitaLand has an integrated human capital strategy to
recruit, develop and motivate employees. The company
commits about 3% of its annual wage bill towards
employees’ learning and development initiatives.
In 2014, about 97% of the workforce attended at least
one learning event, and the average number of training
hours completed by each employee for the year was
more than 60 hours, well above the industry norm of
40 hours per year.
Sustainability
