We believe that the well-being of our society is critical to our ability to grow and sustain our business over the long term, and have adopted a progressive approach to sustainability, balancing the achievement of our business objectives with our efforts to better the well-being of our people, community and environment.

Introduction

We are pleased to present our second annual sustainability report, which covers our economic, as well as environmental, social and governance (ESG) performance for the period 1 January 2012 to 31 December 2012.

This year's report has been prepared in conformance with the Global Reporting Initiative (GRI) G3.1 guidelines, including the pilot version of the GRI Telecommunications Sector Supplement. We have used internationally accepted measurement units for the reporting of performance data covered in this report, and no previously reported sustainability data has been restated. A GRI Content Index indicating the location of standard disclosures and indicators can be found at the end of this section.

M1 is committed to continually improving the reporting process, data collection and monitoring of our sustainability performance.

We welcome feedback on this report and possible areas of improvement at:corpcomms@m1.com.sg

Scope of report

Our sustainability report covers the impact of M1's operations across our entire organisation, including our subsidiaries.

Sustainability reporting process

To ensure we have the right framework in place, an external Corporate Social Responsibility (CSR) consultant was engaged to work closely with M1 to identify and map out our key stakeholder groups, their concerns, and the impact of M1's business operations on them.

This information enabled M1 to identify the sustainability issues most material to both the Group and our stakeholders, and prioritise our efforts to address them.

Audience

This section offers information about M1's sustainability performance to interested stakeholders including our customers, shareholders, business partners and suppliers, employees, regulators, analysts, the media, and the community whose lives we may impact.

Stakeholder engagement

Engaging stakeholders is an important aspect of our approach to sustainability, as feedback from stakeholders has helped us better understand and address their concerns and expectations.

Please find below a summary of who our stakeholders are, their key concerns, and our engagement with them.

Stakeholder	Main engagement channels	Stakeholders' material issues and expectations	How M1 addresses concerns
Retail and corporate customers	24-hour customer call centre M1 Shop outlets Enterprise sales team Technical support team M1 website and Facebook page feedback forms	Reliable network coverage Affordable and a wide selection of products and services Effective customer service Personal data protection	Continual investment in our networks to further enhance the user experience Clear disclosure of all information relevant to customers in our marketing materials Strict procedures in place to protect our consumers' privacy
Institutional and retail shareholders	Access to our Investor Relations team/senior management through: Emails Teleconferences Meetings Investor conferences Investor roadshows Annual General Meeting (AGM) Annual reports	Sustainable business performance Ability to generate expected returns on their investment in M1 Good corporate governance and CSR practices Transparency in business strategy and operations Protection for minority shareholders' interest	Our dedicated Investor Relations team is committed to responding to investors' concerns in a timely manner Quarterly financial results briefing and Q&A sessions are conducted within a month of period end Senior management's participation in investor meetings, teleconferences, roadshows and AGMs
Business partners and suppliers	Regular meetings Site visits Emails Telephone	Transparent and fair corporate procurement and other business practices Compliance with terms and conditions of business contracts	Communicating M1's policy on corruption to all our staff Transparent business processes in the selection of winning tenders Whistleblower policy and other avenues to report incidences of abuse and corruption
Employees	Staff feedback Team-building sessions Annual staff appraisal sessions Townhall addresses Quarterly CEO messages Grievance handling channel through Human Resource Department Discussions with union representatives	Safe and pleasant working environment Fair remuneration and benefits Non-discriminatory practices Career growth	Maintaining a safe and pleasant working environment Recruiting, rewarding and promoting employees based on performance and merit Continual investment in human capital
Regulators	Regular meetings Teleconferences Active participation, including written submissions, in industry consultation sessions	Compliance with regulations and service requirements To provide continued socio-economic benefits To work with industry to maintain consistent technological standards	Internal policies to ensure compliance with regulations and laws Swift remedial action in case of any regulatory or legislative violation
Analysts and the media	Access to our Corporate Communications and Investor Relations teams through: Emails Teleconferences Meetings Organised visits and industry events Quarterly results conferences and teleconferences	Timely and transparent disclosure of corporate information Access to senior management Prompt response to queries	Our Corporate Communications and Investor Relations teams work closely with these stakeholders to ensure they have access to the information they need, and respond to their queries in a timely manner
Trade associations	Membership and engagement with trade bodies and associations, such as the Singapore National Employer Federation	Consistent technological, product health and safety, and other relevant industry standards Adoption of industry best practices	Active participation in industry events and dialogue sessions Harmonising our company policies and networks with globally accepted technologies and standards
The community and non-governmental organisations	Meetings with community groups Participation in relevant conferences Reporting on our sustainability strategy and performance	To minimise any social, health or environmental impact To provide help and support for deserving community efforts and underprivileged groups	Continuing support for our community causes and conservation efforts Extending M1's products and services to address the needs of underserved communities Sustainability reporting

M1's sustainability approach and materiality analysis

We believe that the well-being of our society is critical to our ability to grow and sustain our business over the long term, and have adopted a progressive approach to sustainability, balancing the achievement of our business objectives with our efforts to better the well-being of our people, community and environment.

As a leading full-service provider of mobile and fixed communications services in Singapore, we have more than two million customers who depend on us for their personal and business communications needs.

With an emphasis on network quality, customer service, value and innovation, we aim to address our customers' key concerns such as network reliability, the availability of an extensive and fairly-priced range of products and services, data privacy, and overseas roaming. By meeting these diverse needs, we aim to create a sustainable business within Singapore's competitive telecommunications sector.

Alongside the pursuit of our business objectives, we recognise that, as a responsible corporate citizen, we must create value for our people and community, as well as minimise our environmental impact.

The commitment, passion and hard work of all our employees is critical to achieving our business goals. M1's human resource practices and policies, from recruitment to retention, are designed to help our talent grow both personally and professionally, and we continually look for ways to improve M1's standing as an employer of choice and make an even greater positive impact on the lives of all our employees.

To do our part in giving back to society, M1 continued to invest significant resources into Singapore's arts, sports and children causes in 2012. Our employees have been enthusiastic and tireless supporters of these efforts, with many investing their personal time into these community activities, ranging from volunteering at our fund-raising events to organising fun-filled activities for underprivileged children.

We also championed new worthwhile initiatives such as the M1 Project Communi'BAKE 2012. For this event, M1 staff volunteers worked with participants from the community to create the world's largest cupcake mosaic and raise funds for charities.

Finally, while telecommunications companies generally do not have a significant impact on the environment, M1 recognises that our business operations consume resources such as water and power. Over the years, we have invested resources in energy conservation projects, and will continue to explore ways to reduce our environmental footprint where possible.