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22 ENVIRONMENTAL, SOCIAL AND GOVERNANCE REPORT 2020 OUR ESG APPROACH 23

The table below prioritises the top 23 material issues for Towngas to address and report on in 2020 and their Stakeholder Engagement Results and Our Response
corresponding boundaries, where the impacts occur and Towngas’ involvement in them.
In line with our annual arrangement, in 2020 we organised focus group sessions, telephone interviews and an
Boundaries online survey with our internal and external stakeholders. Through this exercise, we came to understand the
key issues that are important to our stakeholders, such as exploring new business opportunities and further
Material Issues Contractors Impacts strengthening our health and safety measures during the pandemic. Recognising the importance of these issues
Employees and Customers Community to stakeholders allows us to focus on improving our performance.
Suppliers

7. A safe and healthy work environment The table below indicates the key issues and stakeholder feedback from the engagement process and our
corresponding responses:
8. Asset integrity and process safety
Ensuring
9. Customer health and safety Health and
Safety
10. Project/engineering quality assurance New Business Our Response
Opportunities
11. Emergency preparedness
Explore different renewable We understand that we are heading towards a decarbonised world.
12. Greenhouse gases and other air emissions energy development or Towngas has considered its business model and explored opportunities
Protecting environmental protection that may arise from this transition. As gas continues to play an important
13. Water and effluents the business options in the market.
Environment role as a lower-emissions fossil fuel for the transition, we are diversifying our
15. Energy portfolio to pursue a low-carbon and circular economy. Please refer to the
Transitioning to a Low-carbon Future section for more details.
19. Employment management system Stakeholders’ Feedback

20. Employer-employee relations

21. Training and development Our Response
Innovation
22. Diversity, equal opportunity and non-discrimination
Adopt further innovations to Building a culture of innovation is important to our business development
24. Responsible marketing communications Contributing create business opportunities. and for addressing sustainability challenges. We have established various
to platforms and initiatives to encourage creativity among our employees,
25. Quality management and after-sales service Stakeholders instil an innovative mindset and promote the growth of our business. We
will further expand our communication channels to share our innovation
26. Customer privacy and cybersecurity Stakeholders’ Feedback experiences across the value chain and spread related knowledge.

27. Supplier environmental and social assessment Please refer to the Innovation in Action section for more details.

32. Future-proof workforce*

33. Supply security and reliability* Pandemic Our Response
Response
36. Anti-corruption A dedicated taskforce, led by our top management, has been established to
Ensure a safe and healthy
37. Prevention of anti-competitive practices environment for our stakeholders provide comprehensive measures to protect our employees, contractors and
customers. Please refer to the Safety during the COVID-19 pandemic
Strengthening and support our community.
38. Prevention of child labour or forced labour Corporate section for more details.
Governance
39. Respect for human rights Various programmes were also launched to address the needs of the
Stakeholders’ Feedback community; more details are available at the Supporting people during
40. Protection of intellectual property rights COVID-19 section.

* Emerging issues