Sustainability Report 2021/22

Value Created for Customers During the pandemic, the Club encouraged its members and their families to be vaccinated, accelerating the establishment of immunity in our community. The Club’s Loving Home campaign with the theme of Loving Home Learning Together launched a variety of activities to encourage participants to learn from and appreciate their families, promote the mutual growth of the family, enhance relationships and create a more fulfilling family life. Activities in the reporting year included: • Exclusive flat viewing activities were offered to members, and their responses were gathered digitally • Property information was provided for members through the Club’s online platforms and social-media • SHKP Club Day Day Lucky Draw initiative was held for about a month to motivate members and their families to be vaccinated • Online workshops – such as Francfranc DIY Floral Letter Lamp Online Workshop and Homeless DIY Air Plant Decoration Online Workshop – were co-hosted with our mall tenants to enhance members’ home lives • A guided tour of SmarTone 5G LAB@Sky100 allowed members and their families to experience the latest 5G technology • The territory-wide My Inspiring Family Coaches Competition – encouraging the public to share how to learn from and appreciate their families, and promote the mutual growth of the family – drew more than 4,000 entries Protecting Customers’ Data Privacy Amid the increasing utilization of digital platforms, we enforce strong cybersecurity and strictly protect customer privacy. Our IT Governance Steering Committee, led by executive management, oversees information security, including the security of our IT infrastructure. The committee reports to the Board to help them oversee our cybersecurity strategy and works closely with the IT department to build security into the daily operations of every business unit. We regularly review and revise policies and procedures to comply with the Personal Data (Privacy) Ordinance and other relevant laws and regulations. We ensure our customers know how their personal information is collected, handled and used via our Customer Data (Privacy) Policy . All homebuyers are required to sign a Personal Information Collection Statement, which details the purposes of collecting and the handling of their personal data, with preliminary agreements for the purchase of our properties. We require all staff to follow the latest customer data handling procedures to prevent breaches. Educating staff on proper security measures is the best line of defence. Frontline staff receive regular training on data-privacy, cybersecurity and customer data-handling developments. This year, online training was provided to introduce cybersecurity trends, policies, tools, Personal Data (Privacy) Ordinance and our data-security measures. Our hotels also provided training on the EU General Data Protection Regulation as they serve international guests. Cybersecurity alerts and tips feature on our intranet to raise staff awareness of data security. Employees may use only endorsed and registered removable drives, and should be aware of fraudulent emails. Business units are required to follow the detailed internet guidelines which cover website production with design, footers, language usage, content and data collection. Obligations for each business unit during each data-collection process are also highlighted in the guidelines. Any webpage that collects customer data is required to include the Customer Data (Privacy) Policy to comply with relevant laws and regulations. This year, we organized training to our staff for introducing relevant regulations and case sharing. An interactive digital kiosk at our show flat collected members’ feedback A city-wide lucky draw promoted vaccination and immunity among members and their families 37 Sun Hung Kai Properties Limited • Sustainability Report 2021/22