Sustainability Report
Our Business

FINANCIAL PERFORMANCE

Our key financial indicators are as follows:

INVESTMENTS IN NETWORK AND SYSTEMS

We continually invest in new technologies, as well as coverage and capacity expansion to enhance the performance and resiliency of our networks and deliver a better experience for our customers.

Since our inception, we have invested more than S$1.9 billion in expanding and upgrading our mobile and fixed network infrastructure. Following our successful small cell trials in 2015, we announced Singapore’s first nationwide commercial HetNet (heterogenous network) deployment in 2016. In addition, we also announced the first nationwide commercial NB-IoT (narrowband Internet of Things) network deployment. The completion of these networks will enable M1 to augment the customer experience and launch new services to cater to the existing and future needs of our customers.

More details of our network investments can be found in the Operating Review section of this Annual Report.

Quality Products and Services

Technology and connectivity is an integral part of everyone’s lives today, be it at work or play. We constantly review and update our products and services to ensure they are relevant and offer meaningful value to each of our customer segments, including the underprivileged and underserved communities.

Working with the Info-communications Media Development Authority (IMDA), M1 provided broadband access to students and persons with disabilities from low-income households through 2016, under the NEU PC Plus Programme. Through this programme, eligible applicants receive a complimentary 4G or fixed fibre broadband connection for three years. These efforts have made a positive impact in narrowing the digital divide and enabling families in the underprivileged and underserved segments to enjoy the benefits of communications technology.

In March 2016, we launched an integrated Smart Activity Monitoring Service to enable caregivers to non-intrusively monitor the safety of vulnerable seniors, particularly those who live alone. Through this service, caregivers will be able to access real-time activity information of these seniors and support them in continuing to live independently and safely, in their own homes.

To further drive fibre adoption in the corporate segment for more companies to enjoy cost-effective high speed fibre connectivity, we embanked on a fibre network expansion programme. In addition, we were appointed by Ascendas-Singbridge in Singapore’s biggest fibre upgrading project, to install and enhance fibre infrastructure at 70 commercial buildings. This has reduced the fibre access turnaround time for tenants. Through the year, we also launched a selection of new corporate managed services, such as the M1 Cyber Security Solutions Suite, Hosted Unified Communications solution, and SOHO fibre plan bundled with business solutions, to further enhance our connectivity solutions.

Regulatory Compliance

We are committed to conducting our business in a responsible and ethical manner, in compliance with all applicable laws and regulations. We also support voluntary codes and best practice guidelines that benefit our stakeholders and society at large.

Key laws and regulations which govern our core telecommunications business and quality of service (QoS) delivery standards to our customers include the Telecommunications Act and Telecoms Competition Code (2012).

M1 protects vulnerable customer segments such as children and youths from undesirable content, and worked with the other mobile operators to create the Voluntary Code of Self-Regulation of Mobile Content in Singapore to protect minors from accessing prohibited content via mobile phones. We have made available a variety of tools at both the network and the device levels, to enable parents to monitor the access sof their children to online sites.

Additionally, we abide with all applicable business, health, manpower, consumer protection, data protection and marketing- related laws and regulations.

M1 was not fined by any authority in 2016 for non-compliance with any laws and regulations.

Data Protection

We respect our customers’ privacy and do not collect, use or disclose customers’ personal data other than as permitted under applicable laws, including the Personal Data Protection Act 2012 (“Act”).

All M1 employees are trained on their obligations under the Act, with e-learning refreshers made available annually to ensure employees are kept up-to-date with the Act.

Additionally, two senior executives of the Company have been appointed Data Protection Officers to oversee compliance with the Act in relation to both customer and employee personal data.

RESPONSIBLE MARKETING

M1 clearly labels all products and services in advertisements and marketing collaterals, and provides relevant details in customer contracts. Prior to processing any customer’s transaction, the following are explained in a clear and concise manner by our employees:

• Prices
• Product specifications
• Excess charges
• Value-added services offered on a promotional or trial basis
• Early termination charges

TELECOMMUNICATIONS AND PUBLIC SAFETY

We recognise the public’s interest in radio frequency (RF) radiation from telecommunications equipment, including mobile devices and base stations.

To date, the World Health Organisation¹ has found no substantiated link between exposure to RF radiation and adverse impact on human health. Additionally, the IMDA exercises strict control over the installation and transmitter power limits of M1’s base station equipment, and conducts site visits to ensure compliance with the International Commission on Non-Ionising Radiation Protection’s standards.

We are committed to public health and safety, and will continue to monitor RF radiation levels at our base stations and further scientific developments, to ensure our networks meet all relevant guidelines. We will also continue to be open and transparent in the area of public health and safety, and work closely with the National Environment Agency and IMDA to ensure the levels of exposure of RF radiation from our networks are well within the guideline limits.

In October 2016, some overseas users of Samsung Galaxy Note 7 handsets reported overheating issues. While there were no reported cases in Singapore, M1 halted sales of the handset to ensure the safety of its customers. Samsung subsequently issued a recall of the Galaxy Note 7 and refunded affected customers.

Customer Experience

Delivering excellent customer service is one of M1’s core operating tenets. We continually invest in training and review our business processes to ensure consistent delivery of positive experience across all customer touch points.

To help our employees better appreciate customers’ needs and achieve service excellence, all new employees undergo an attachment programme at our customer contact centre and retail outlets during their orientation programme.

We value customer feedback in helping us to improve our service, and gather such information through a multitude of channels including our 24-hour contact centre, retail outlets, letters to the media, mystery shopping surveys, and from social media networks such as Facebook.