As we navigate the complexities of our industry, it is with great pleasure that I present Genting Malaysia’s Sustainability Report 2023. This report encapsulates our unwavering commitment to sound governance, marketplace stewardship, uplifting people, and protecting the environment — key pillars that guide us toward a sustainable future.

The cornerstone of our success lies in a robust governance framework. Our unwavering commitment to transparency, accountability, and ethical conduct ensures that every decision aligns seamlessly with our core values. Upholding the highest corporate governance standards safeguards our stakeholders’ trust and confidence and lays the foundation for sustainable growth and responsible business practices.

We take great pride in achieving significant milestones in maintaining elevated governance standards and fostering a strong compliance culture. Our continuous efforts include undergoing regular audits by regulators to ensure strict adherence to the terms of our licenses, including compliance with key legislation such as the Personal Data Protection Act (“PDPA”), Anti-Money Laundering, Anti-Terrorism Financing and Proceeds of Unlawful Activities Act 2001 (“AMLA”), and Anti-Bribery and Anti-Corruption (“ABAC”) policies. Emphasising a zero-tolerance policy against corruption and bribery underscores our unwavering commitment to ethical practices.

Integrating sustainability into our risk management framework through comprehensive systems, training, and controls solidifies our position as a leader dedicated to responsible business practices. It also reinforces our commitment to shaping a future built on ethical principles and sustainable growth.

We acknowledge our role as stewards of responsible business practices in the marketplace, recognising that our commitment goes beyond financial success to improve communities and industries. Strategic partnerships, fair business practices, and innovation enable us to drive positive change and set new benchmarks for excellence.

In our unwavering dedication to marketplace stewardship, we aim to provide unparalleled customer experiences as an integrated resort, leisure and hospitality provider. At the core of our operations is a steadfast commitment to customer satisfaction, recently strengthened by the implementation of a customer satisfaction survey system focusing on crucial indicators such as the Overall Satisfaction (“OSAT”) rating and Net Promoter Score (“NPS”). This system promotes continuous improvement based on valuable customer feedback through various channels, including our dedicated customer feedback centre.

Gaming operations represent a substantial share of the Group’s revenue. We acknowledge our responsibility in delivering on our promise of a fun and safe gaming experience. Carefully designing our Responsible Gaming programmes ensures patrons can enjoy gaming responsibly. We have also implemented several assistance measures and actively collaborated with regulators to promote gambling safety. As a testament to our unwavering commitment to responsible gaming, Resorts World Genting (“RWG”) received the RG Check accreditation from the Responsible Gambling Council in December 2023, one of the world’s most comprehensive and rigorous responsible gaming accreditation programmes.

I firmly believe that business success is a collective effort. As such, we recognise our responsibility to the community and supply chain partners. Actively contributing to the growth of local businesses is not merely providing opportunities but actively participating in their development and upskilling. In 2023, our operations in Malaysia, the UK and Egypt allocated more than 90% of their procurement spending to local businesses, positively impacting both small and medium-sized enterprises (“SMEs”) and non-SMEs. Numerous companies have also benefited from our dedicated upskilling training initiatives, underscoring our commitment to fostering growth and sustainability in the local business ecosystem.