Sustainability Report 2018/19

Club Royal Club Royal was established in 2004 as a way to bridge the relationship between our hotel customers and the Group. To date, the Club has attracted over 35,000 members. Monthly newsletters, emails and a hotline that features hotel discounts exclusively for Club Royal members are available, keeping our customers fully connected and engaged. Safeguarding Customers Health and Safety We have always put the highest priority on the health and safety aspects of our customers across all of our properties and operations. Apart from complying with standard legal requirements, the health and safety management systems of our construction and property management subsidiaries have also earned OHSAS 18001, or the latest ISO 45001 Occupational Health and Safety Management Systems certifications. To manage such emergencies as heart attack, we are able to offer resuscitation in all of our major shopping malls, offices and residential projects, which are equipped with automated external defibrillators (AED). Frontline staff in property management receive regular customer safety and first-aid training to cope with emergency issues like these. We understand that indoor air quality has a direct impact on the health conditions of property users, especially for those with respiratory illnesses. For this reason, we have adopted a series of measures to maintain indoor air quality in order to create a comfortable and healthy environment for users of our premises. With the latest indoor air-quality technologies now in place at our premises, regular inspections of air-handling units are carried out and filters are replaced when necessary to enhance indoor air ventilation. The majority of our buildings have earned ‘Excellent’ or ‘Good’ Class Indoor Air Quality certifications from the Indoor Air Quality Information Centre. Food safety is always a significant issue for our hotel operations. The hazard analysis critical control point system has been implemented in most of our hotels to ensure that food hygiene is maintained to the highest standards. The Royal Garden has earned ISO 22000 certification for its food safety management system. Food safety audits are also conducted regularly to monitor the hygiene and safety levels of different food items for our guests. In addition to internal safety control measures, it is also important to raise tenants’ own awareness of health and safety. To this end, inspections of fire protection systems are carried out regularly to ensure that they are up to date with industry requirements. Fire drills and safety talks are also arranged periodically to improve tenants’ level of safety awareness. Ensuring Customers’ Data Privacy Customer data privacy and cybersecurity are particularly important in today’s information and big-data era. While the Group makes use of new, innovative digital technologies to deliver the latest information to our customers, we are fully aware of customer data privacy and protection. For this reason, an IT Governance Steering Committee has been set up to oversee matters relating to information security within the Group, as well as our IT Department which ensures secure personal information handling. Policies and procedures established by the Group are all formally established and updated when necessary, in accordance with the Personal Data (Privacy) Ordinance and all relevant laws and regulations. The Customer Data (Privacy) Policy provides details to our customers about how their personal information is collected, handled and used in order to safeguard confidentiality. Additionally, all homebuyers are duly required to sign a Personal Information Collection Statement (PICS) with the preliminary agreement for the purchase of our properties. The PICS details the purposes for collecting homebuyers’ personal data and how we will handle the information. Cybersecurity measures and training are offered to frontline staff to increase their awareness of cybersecurity and threats when handling customer and company information. Everyone within the Group is required to follow the latest procedures when handling customer data to prevent any information leaks. Cybersecurity alerts and tips are also available to all employees on the intranet regarding fraudulent emails and the use of phone and USB flash units. The Group also provides internet guidelines that detail website production and issues to be aware of. The guidelines cover a wide variety of aspects, including design, footer, language usage, content and data collection. They also highlight obligations for each business unit during each data collection process. Any web page that collects customer data is required to include the Customer Data (Privacy) Policy as set out in the guidelines to ensure compliance with relevant laws and regulations. Value Created for Customers Sun Hung Kai Properties Limited • Sustainability Report 2018/19 28