CapitaLand Integrated Commercial Trust - Annual Report 2021

Our Suppliers SUPPLY CHAIN MANAGEMENT CICT adopts the CapitaLand Supply Chain Code of Conduct, which sets out the requirements for responsible behaviours in the areas of business integrity and ethics such as anti-bribery and corruption, labour laws and human rights, health and safety, as well as environmental management. In addition to complying with local regulations and other legal requirements, all CICT suppliers and service providers have to acknowledge and adhere to the Code of Conduct and are subject to penalties in the event of any breaches or failure to remedy any breaches. 100% of our suppliers with new or renewal contracts have signed the CapitaLand Supply Chain Code of Conduct in 2021. We also brief our vendors on CapitaLand’s Environmental, Health and Safety (EHS) policy and ensure that they are trained and qualified on EHS measures. Only pre-qualified contractors are invited to tender for CICT’s projects. The pre-qualification requires them to meet the CapitaLand Group’s stringent selection criteria, including its EHS requirements. All the main contractors appointed must be ISO 14001 and OHSAS 18001 certified. About 98% of our term contractors and service providers are minimally bizSAFE Level 3 certified. For more information on our occupational health and safety performance, please refer to the Health and Safety section on pages 139-140. While we expect our supply chain to adhere to strict standards of business code of conduct and deliver high level quality products and services, we work closely with them to ensure that they are well supported. One initiative to ensure that our service providers are aligned with our target level of service delivery is the CapitaLand’s HOST programme. CAPITALAND’S HOST PROGRAMME 64 STAR HOST winners servicing CICT portfolio Developed by CapitaLand, the HOST framework serves as a customer service standard for all our service partners and their staff. The acronym HOST stands for H assle free, O perational excellence, S erve with passion and T rustworthy, the attributes on which CapitaLand’s service culture are built. The aim of HOST is to achieve a high standard of service delivery and hospitality experience to tenants working in CapitaLand properties. To ensure the desired service outcomes, trainings are provided to familiarise service providers with the HOST framework. Separately, the STAR HOST Awards was incepted to recognise service partners who have demonstrated outstanding commitment to service excellence. In 2021, CICT participated in this twice-yearly award event for the first time. One of the winners of the STAR HOST Awards was Madeline Anak BungKong of ISS Facilities Services, who has been working at CapitaGreen as a cleaner. She is responsible for sanitising all high-touch common areas such as the toilets and lifts, from levels 14 to 19. Madeline was nominated for the STAR HOST Awards due to her exemplary performance. Tenants praised her hardwork and perseverance to go beyond the satisfactory rating for all the areas under her charge. As a concierge at CapitaGreen for the past three years, Santos Antoniette Angel Cobar of Certis is the friendly face that greets tenants and visitors every day. However, it was Angel’s positive service attitude and customer-first mindset that captured the hearts of those who nominated her for the STAR HOST Award. Many noticed how she would go above and beyond her duties to assist people in need. One of the STAR HOST Award winners in 2021 – Madeline Anak BungKong from ISS Facilities CapitaLand Integrated Commercial Trust 170 Stakeholders and Communities