SUSTAINABILITY
REPORT

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INTRODUCTION

We are pleased to present our ninth annual sustainability report. This report details our environmental, social and governance (ESG) performance and highlights our commitment and progress on integrating sustainability practices across our operations. As with our previous reports, this report is prepared in accordance with the Global Reporting Initiative (GRI) Standards: Core option, which is the most widely used reporting framework that is applicable to StarHub’s business operations.

SUSTAINABILITY AT STARHUB

StarHub recognises that the world is changing rapidly. Innovations and new technologies are driving changes that impact all of us in a myriad of ways. The services we provide are important engines of growth for the economy, and help to connect people, businesses and entire systems. At the same time, we also understand the unintended consequences that can arise if do not manage our business activities with all our stakeholders in mind.

As an info-communications company, we are in a unique position to leverage technology to drive positive change. This is why we have made it our mission to help foster a society where everyone can benefit from digital transformation. Our commitment to be a responsible and sustainable business is at the very heart of this.

In 2018, we began a strategic transformation plan to integrate sustainability within our wider business strategy and objectives. As part of this process, we redefined what sustainability means to us through a set of five clear ambitions. These ambitions are based on the material Environmental, Social and Governance (ESG) factors that drive long-term value for our business and our stakeholders.

Supporting the United Nations Sustainable Development Goals (SDGs)

Adopted in 2015, the SDGs represent an ambitious global agenda to achieve a sustainable future by 2030. The SDGs are universal and every country, including Singapore, is committed to sustainable development. StarHub is also committed to playing our part in meeting the global sustainable development agenda.

While our business will touch on all 17 interrelated SDGs, we have identified eight priority goals in which we believe we have an opportunity to make the biggest impact through our core business operations, products and services, as well as leveraging our strengths to collaborate and partner with others.

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INDEUSTRY, INNOVATION AND INFRASTRUCTURE Image
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PARTNERSHIPS FOR THE GOALS
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ENVIRONMENT

ADDRESSING ENVIRONMENTAL CHALLENGES

Environmental issues, such as climate change and the amount of waste generated by society, continue to gain prominence on the global sustainability agenda and increasingly pose serious threats to businesses and communities. As a responsible organisation, StarHub is committed to reducing our impact on the environment. We also recognise the role we play in helping our employees, customers and communities to adopt environmentally conscious behaviours.

Our commitments are supported by our environmental stewardship strategy, which focuses on three key areas:

OUR ENVIRONMENTAL STEWARDSHIP STRATEGY

1

Managing Public E-waste

Tackling public e-waste, by providing e-waste collection points and encouraging recycling.

2

Addressing Climate Change and Resource Management

Striving for energy-efficient operations and adopting energy-saving technologies, while consistently monitoring and implementing initiatives to reduce energy and water consumption and waste generation.

3

Promoting Environmental Awareness

Raising awareness and promoting actions to combat climate change and protect the environment through community engagement.

INVESTING IN OUR PEOPLE

Our employees play a vital role in ensuring that we execute our business strategy and achieve our objectives. We must stay nimble as we face increased competition for talent, as well as demands for greater flexibility, real-time learning and purpose in the workplace. Attracting and retaining the best talent, supporting their professional growth and looking after their health, safety and well-being are all priorities for StarHub.

of training provided to our
employees, reaching

INVESTING IN OUR COMMUNITY

We are committed to being a valued partner of the communities in which we operate. StarHub recognises that the use of our products and services affects people’s lives. In many cases, the impact is positive, with individuals having increased access to information and services. On the other hand, new technology requires new skills, which can be challenging for disadvantaged groups to develop, such as those with disabilities or at-risk youths. We are committed to supporting disadvantaged groups in the areas of digital inclusion and employability through community investment.

BEING A RESPONSIBLE BUSINESS

Acting responsibly is integral to maintaining the trust and confidence of our stakeholders. We are committed to conducting all our business activities with the utmost integrity. This involves implementing an effective governance structure and fostering a culture of ethical business conduct.

Beyond our own business operations, we have put in place responsible procurement practices to manage our supply chain impact. We also aim to raise awareness and implement suitable measures to protect the safety of our online users, especially vulnerable groups such as children, and safeguard public health from the potential adverse effects of radio frequency (RF) emissions.

out of 578 Singapore-listed companies in the Singapore Governance and Transparency Index (SGTI)

IMPROVING CUSTOMER EXPERIENCE

The success of our business depends on building strong, long-lasting relationships with our customers. Our Hello Change campaign was launched in 2018, highlighting our brand promise to put our customers first in everything we do. We are continuously enhancing our customer service to provide a seamless experience across all touch points. Our approach requires us to uphold the highest levels of cybersecurity and data privacy, responsible marketing and selling, as well as product and service quality.

Rated Singapore’s
Fastest Telco
Media Development Authority’s (IMDA) IMconnected 1H2019 report; 4G peak speeds

than other networks