Axiata Sustainability

OUR APPROACH TO SUSTAINABILITY

How we create long-term value for our business, people, communities and the environment.

As a leading digital and telecommunications conglomerate across nine countries in ASEAN and South Asia, we aspire towards advancing a digital future where people, planet and our business can collectively thrive.

By harnessing the immense capabilities of digital technology to connect, empower and drive positive change, we continue to move closer to realising our vision.

Championing Sustainability

Since our founding, we have progressively strengthened our commitment to sustainability, taking a leadership role across the ESG spectrum while aligning our actions to international standards and approaches.

2008
2012
2015
2020
2021
2022
2023
Axiata Is Founded
Published our 1st Sustainability and National Contribution Report
Launched our 4P Sustainability Framework

Beyond Short-Term Profits

Nurturing People

Process Excellence & Governance

Planet & Society

Adopting Advancing To Zero
Committing to become a net-zero carbon company by 2050
Strengthened Our ESG Efforts
Adopted more robust processes across cyber security, employment and carbon data governance
Furthering Our Sustainability Journey
Rolled out the Axiata Net-Zero Carbon Roadmap

Commenced adoption of all four Task Force on Climate-related Financial Disclosure (TCFD) recommendations

Launched our refreshed Axiata Sustainability Framework

Launched the Axiata Diversity, Equity and Inclusion (DEI) Policy
Laying a Stronger Groundwork
Strengthened our sustainability governance structure

Refreshed our Winning Culture framework

Joined the Internet Watch Foundation to contribute to a safer internet environment for all, especially children

Championing Sustainability

Since our founding, we have progressively strengthened our commitment to sustainability, taking a leadership role across the ESG spectrum while aligning our actions to international standards and approaches.

2008
2012
2015
2020
2021
2022
2023
Axiata Is Founded
Published our 1st Sustainability and National Contribution Report
Launched our 4P Sustainability Framework

Beyond Short-Term Profits

Nurturing People

Process Excellence & Governance

Planet & Society

Adopting Advancing To Zero
Committing to become a net-zero carbon company by 2050
Strengthened Our ESG Efforts
Adopted more robust processes across cyber security, employment and carbon data governance
Furthering Our Sustainability Journey
Rolled out the Axiata Net-Zero Carbon Roadmap

Commenced adoption of all four Task Force on Climate-related Financial Disclosure (TCFD) recommendations

Launched our refreshed Axiata Sustainability Framework

Launched the Axiata Diversity, Equity and Inclusion (DEI) Policy
Laying a Stronger Groundwork
Strengthened our sustainability governance structure

Refreshed our Winning Culture framework

Joined the Internet Watch Foundation to contribute to a safer internet environment for all, especially children

SUSTAINABILITY YEAR IN REVIEW

  • Ranked #22 among technology and communications companies worldwide in the Digital Inclusion Benchmark
  • Joined the Internet Watch Foundation to ensure a safer internet environment for all, especially children
  • #1 telco in 3 markets based on Net Promoter Score (NPS)
  • Developed Group- level AI Governance & Ethics Standards
  • Submitted near-term and net-zero targets to SBTi based on a 2022 baseline for validation
  • Climate Action Winner for Large Corporations by UNGC Malaysia & Brunei
  • Integrated climate risk into our ERM Policy and conducted preliminary quantification of climate-related opportunities
  • Rolled out People Quality Framework Group-wide
  • Logged in 238,578^ training hours in 2023
  • More than 28 million beneficiaries for investments made across communities we operate in
  • 11 volunteers trained under Axiata Foundation for disaster preparedness with the Malaysia Relief Agency
  • Successfully completed all activities identified in the 3-year ABAC Plan FY2021- 2023 and achieved a strong maturity and effectiveness in its compliance programme
  • Axiata Cyber Fusion Centre recognised as Cybersecurity Project of the Year Award by Cybersecurity Malaysia
  • 69%^ proportion of spending on local suppliers Group-wide
  • Total GDP contribution USD8.7 billion
  • Supported 0.6 million jobs across our markets
  • Invested a total of USD4.8 billion in capex + opex
  • Total taxes and fees paid to governments USD1.3 billion

1 National contribution figures include:

(i) Our six OpCos (XL, Link Net, Dialog, Robi, Smart, EDOTCO (excluding EDOTCO Myanmar));

(ii) Our operations in Malaysia for seven entities within the Malaysia Digital Ecosystem (Axiata Group Berhad, ADA Malaysia, Axiata Digital Labs Malaysia, Boost Malaysia, EDOTCO Malaysia, Axiata Foundation and Axiata Enterprise); and

(iii) CelcomDigi, which is a material Key Associate Company of Axiata, proportioned to our share of CelcomDigi, which is 33.1%

Our Sustainability Framework

The Axiata Sustainability Framework ensures that our approach remains aligned to current sustainability developments and stakeholder expectations. 

Pillared on four key imperatives and underpinned by our core values, the framework guides the continued integration of ESG considerations within our operations, empowering us to advance a better and more sustainable future for all through technology and innovation, in line with the UN SDGs.

Our Sustainability Targets

As part of our sustainability framework, we adopted a set of targets across key material matters to drive progress against our sustainability commitments. Download the full report to see our progress against these targets in 2023.

Material Matter

Digital Inclusion

Target

Improve the lives of around 23 million people between 2022 to 2025 in the areas of healthcare, education and financial inclusion (inclusive of digital skills)

Material Matter

Climate Change

Target

Become net-zero no later than 2050

  • Reduce our operational network emissions (Scopes 1 and 2) by 45% from a 2020 baseline by 2030. However, this baseline has been revised to 2022. The baseline and near-term target is pending SBTi validation. 
  • Set baseline and target for Scope 3 by end 2023

Material Matter

Fair, Diverse & Inclusive Employment

Target

30% women in Axiata Group Berhad (Holding Company) senior leadership team by 2025

Material Matter

Digital Integrity

Target

Build Digital Trust & Resilience to ensure the protection of customer information and the security of critical infrastructure

  • Rank among the top 25% in the ASEAN region on the National Institute of Standards and Technology (NIST) maturity industry benchmark by 2025

Material Matter

Business Ethics & Governance

Target

Create long term value by fostering a winning culture based on integrity, ethics and compliance achieved through mandatory training and awareness programmes for people and broader stakeholders

  • 90% training completion for Anti-Bribery & Anti-Corruption (ABAC), Whistleblowing, Data Privacy & Cyber Security yearly


30% women’s representation in Axiata Group Berhad (Holding Company) Board of Directors (BOD) by 2025

Strengthening Sustainability Governance

We consistently review and refresh our sustainability governance to improve our sustainability management and approach. Through this, we aim to strengthen Group oversight of our OpCos and guide them towards achieving our shared strategic objectives.

Determining What Matters

We conduct a detailed materiality assessment every two years, with a yearly review in between, to ensure that our focus on ESG matters aligns with our impact on society. The process includes consideration of the perspectives of our stakeholders, current sustainability issues, changes to our industry and regulatory changes.

Engaging Our Stakeholders

We maintain open and continuous dialogue with our valued stakeholders to better understand their evolving concerns. The insights we gain enable us to stay abreast of emerging issues across our regional footprint, driving the creation of targeted initiatives and sustainability strategies.

Why They Are Important

Our customers encompass both individual and enterprise customers. We value each of our customers and prioritise their experience on our network, as well as the impact of our solutions and services. We are committed to delivering optimal performance to meet our customers’ expectations and enhance their user experience.

How We Engage

We undertake a range of surveys across our markets to understand customer satisfaction and expectations. Scores are benchmarked against our peers and data analyses, among other factors, driving operational excellence.

  • Customer surveys (Throughout the year)
  • Engagements and activities (Throughout the year)

Why They Are Important

Our customers encompass both individual and enterprise customers. We value each of our customers and prioritise their experience on our network, as well as the impact of our solutions and services. We are committed to delivering optimal performance to meet our customers’ expectations and enhance their user experience.

How We Engage

We undertake a range of surveys across our markets to understand customer satisfaction and expectations. Scores are benchmarked against our peers and data analyses, among other factors, driving operational excellence.

  • Customer surveys (Throughout the year)
  • Engagements and activities (Throughout the year)

Why They Are Important

Our suppliers and business partners provide us with business-critical products and services that enable us to execute our business strategy. We collaborate through partnerships to deliver the best value for our operations and mutually support the growth of our respective businesses.

How We Engage

We engage with key suppliers to understand the solutions and services that can enhance operational excellence. We collaborate with our business partners and suppliers to address improvement opportunities during performance management meetings and the Annual Supplier Forum.

  • Direct engagements and meetings (Throughout the year)
  • Tenders and bidding (Throughout the year)

Why They Are Important

We operate within a diverse and rapidly developing economic region. We acknowledge that active community participation and engagement are essential components of our social licence to operate.

How We Engage

We build relationships with the community through partnerships with local NGOs to promote digital inclusion initiatives, corporate responsibility programmes and assess the needs of local stakeholders. We communicate our initiatives through digital and print media.

  • Continuous communication through email and
    multi-platform messaging applications (Throughout the year)
  • Ad-hoc meetings (As needed)
  • Annual meetings (Annually)

Why They Are Important

As owners of Axiata, shareholders and analysts provide us with the financial capital needed to sustain our growth. They are entitled to receive a return on their investment and to be apprised of developments within the Group.

How We Engage

We hold Annual General Meetings (AGM) to meet and be accountable to shareholders. We also regularly partake in investor roadshows/ conferences to continuously engage with shareholders, analysts and prospective investors on matter relating to strategy, financials and corporate developments, including ESG-related matters.

  • Quarterly results calls with analysts (Quarterly)
  • Investor conferences (Throughout the year)
  • Annual General Meetings (Annually)
  • Analyst and Investor Day (Annually)
  • Shareholder and investor engagements (Throughout the year)
  • Analyst engagements (Throughout the year)
  • ESG questionnaires (As needed)

Why They Are Important

The media provides a platform to communicate with our key stakeholders and local communities. Media channels allow us to promote new products and services, make corporate announcements and share thought leadership ideas, opinions and insights.

How We Engage

We engage with the media through interviews, press releases, conferences and other engagement activities.

  • Media releases and interviews (On-going)
  • Regular updates to key regional and international
    editorial contacts (On-going)
  • Advertorial placements (As needed)
  • Media-hosted panel events (As needed)
  • Media enquiries (As needed)
  • Quarterly media engagement during the release of financial results (As needed)
  • Media briefings and press kits (Quarterly)
  • Internal events (Annually)
  • AGM media briefing session (Annually)

Why They Are Important

Our regulators and authorities specify the national laws and regulations that determine the licence and scope of our activities in our respective markets of operation. They provide our OpCos access to operating licences, and impose regulatory measures which have potential cost implications for the Group.

How We Engage

We proactively engage with country regulators and authorities through industry meetings, leadership platforms and capacity building works to support and enable the digital ecosystem.

  • National Regulatory Authority (On-going)
  • Top leadership, e.g. Prime Minister-level,
    President-level (As needed)
  • Heads of regulatory agencies (Monthly)
  • Ministers responsible for ICT and digital sectors
  • Ministers related to investments, trade, foreign
    affairs and finance (Annually)

Why They Are Important

As a regional industry player in the telecommunications sector, we collaborate and partner with other industry bodies within and related to our sector, aligning with key areas of interest.

How We Engage

We engage with relevant industry bodies through regular discussions and business roundtables to continuously improve the telecommunications industry.

  • Meetings, discussions and roundtables with
    industry bodies such as United Nations Global
    Compact Malaysia & Brunei (UNGCMYB) and
    GSMA (As needed)

Why They Are Important

Our innovative and diverse workforce is essential for delivering the best digital experience to our customers. We cultivate a culture of high performance and accountability, which attracts, develops and retains the best talent to execute our business strategy.

How We Engage

Axiata conducts an annual Employee Engagement Survey and regular townhalls, and utilises a range of digital platforms to stay engaged with employees across the Group.

  • Updates are broadcasted on television channels (On-going)
  • Updates via Scoop (our intranet platform) and
    ad hoc information (As needed)
  • Townhalls (Quarterly)
  • Employee engagement survey (Annually)

Advancing The UN SDGs

In support of the global sustainable development agenda, we have aligned our sustainability framework with the United Nations (UN) Sustainable Development Goals (SDGs), a set of 17 global goals established by the UN General Assembly to make the world a better place by 2030.

For 2022, we have identified nine UN SDGs that align with our sustainability agenda, and which we shall aim to advance through our initiatives.

Amplifying Our Impact

Through our memberships and participation in key local and global organisations, we gain access to insights, skills and networks that enable us to deliver greater impact.

Our Performance In Numbers

Read about the impact we made in 2022.

Our Sustainability Reports

Reporting Suite

Download past reports produced by the Axiata Group, including Integrated Annual Reports, Governance & Audited Financial Statements and Sustainability Reports.

Reporting Suite

Download past reports produced by the Axiata Group, including Integrated Annual Reports, Governance & Audited Financial Statements and Sustainability Reports.

Previous
Download this section of the Sustainability Report 2020

SUSTAINABILITY YEAR IN REVIEW

1 National contribution figures include:

(i) Our six OpCos (XL, Link Net, Dialog, Robi, Smart, EDOTCO (excluding EDOTCO Myanmar));
(ii) Our operations in Malaysia for seven entities within the Malaysia Digital Ecosystem (Axiata Group Berhad, ADA Malaysia, Axiata Digital Labs Malaysia, Boost Malaysia, EDOTCO Malaysia, Axiata Foundation and Axiata Enterprise); and
(iii) CelcomDigi, which is a material Key Associate Company of Axiata, proportioned to our share of CelcomDigi, which is 33.1%

SUSTAINABILITY YEAR IN REVIEW

Introduced Board Sustainability Committee For Enhanced ESG Oversight

Refreshed The Axiata Sustainability Framework

Axiata Joins United Nations Global Compact

Advancing Digital Societies

  • Joined the EDISON Alliance and committed to impact the lives of 23 million people by 2025
  • Among the first three Telcos globally to implement Open Digital Architecture (ODA) at a large scale
  • #1 telco in 6 of our markets based on Digital Reputation Score (DRS)
  • 44 start-ups under our Digital Innovation Funds

Advancing Green Economy

  • Rolled out the Axiata
    Net-Zero Carbon Roadmap with three strategic objectives
  • Commenced the adoption of TCFD recommendations supported by a three-year Roadmap
  • Improved energy intensity of 495.5 GJ per million GB from 674.6 GJ per million GB in baseline year (2020)1

1 Based on Scope 1 and Scope 2 emissions

Advancing Our People & Communities

  • Axiata Diversity, Equity and Inclusion (DEI) Framework launched
  • 293,943 training hours logged this year2
  • > 22,000 lives touched under Axiata Foundation with RM16.7 million investment
  • Karuna.lk launched by Dialog – Sri Lanka’s first crowdfunding platform to assist non-profits, organisations and causes

2Training hours exclude Digital Businesses and Celcom

Driving Governance & Risk

  • Three-year Privacy Programme improved average Privacy Maturity Level to 3.1 from 1.4 in 2020
  • Axiata’s Cyber Fusion Centre launched to advocate cyber resilience
  • Renewed the Corruption Free Pledge with Malaysian Anti-Corruption Commission
  • 60% of total spend on local suppliers3

3 For Digital Telco, Infrastructure and Corporate Centre

Our Impact To ASEAN & South Asia4

  • USD9.5 billion GDP contribution
  • Supported around 0.7 million jobs across Asia
  • CAPEX + OPEX investment USD4.7 billion
  • Total taxes and fees paid to governments USD1.5 billion

4Measurement of economic impact and value creation in the markets and communities served by Digital Telcos and Infrastructure

Our Sustainability Targets

As part of our sustainability framework, we adopted a set of targets across key material matters to drive progress against our sustainability commitments. Download the full report to see our progress against these targets in 2022.

Material Matter

Digital Inclusion

Target

Improve the lives of around 23 million people between 2022 to 2025 in the areas of healthcare, education and financial inclusion (inclusive of digital skills)

Material Matter

Climate Change

Target

Become net-zero no later than 2050

  • Reduce our operational network emissions (Scopes 1 and 2) by 45% from a 2020 baseline by 2030. However, this baseline has been revised to 2022. The baseline and near-term target is pending SBTi validation. 
  • Set baseline and target for Scope 3 by end 2023

Material Matter

Fair, Diverse & Inclusive Employment

Target

30% women in Axiata Group Berhad (Holding Company) senior leadership team by 2025

Material Matter

Digital Integrity

Target

Build Digital Trust & Resilience to ensure the protection of customer information and the security of critical infrastructure

  • Rank among the top 25% in the ASEAN region on the National Institute of Standards and Technology (NIST) maturity industry benchmark by 2025

Material Matter

Business Ethics & Governance

Target

Create long term value by fostering a winning culture based on integrity, ethics and compliance achieved through mandatory training and awareness programmes for people and broader stakeholders

  • 90% training completion for Anti-Bribery & Anti-Corruption (ABAC), Whistleblowing, Data Privacy & Cyber Security yearly


30% women’s representation in Axiata Group Berhad (Holding Company) Board of Directors (BOD) by 2025

Governance Roles And Responsibilities

Our Board holds ultimate responsibility for our sustainability agenda, overseeing the integration of ESG matters within our corporate strategy and ensuring that we balance stakeholder interests with the need to grow responsibly and create long-term value. The Board is assisted in its responsibilities by the Board Sustainability Committee (BSC), which provides oversight and strategic guidance to the Group and resolves matters relating to sustainability management as a Group-wide agenda. The BSC also has oversight of climate-related matters, including climate risks and opportunities.

Responsibility for the overall management and oversight of  sustainability-related matters lies with our Group Chief Executive Officer (GCEO) and Managing Director. The GCEO and Managing Director is supported by the Group Chief Corporate Officer and other senior management within their areas of responsibility.

At the working level, the Axiata Sustainability Steering Committee is responsible for supporting the management of ESG matters and ensuring collaboration on sustainability-related matters. Chaired by the Group Chief Corporate Officer, the committee consists of representatives from Group Sustainability, OpCo sustainability teams and representatives, and selected Heads or nominees from key Group corporate functions.

Group Sustainability, meanwhile, leads the development of strategies and frameworks for sustainability initiatives and programmes. Its responsibilities include monitoring and managing business sustainability practices and targets, staying abreast of the evolving sustainability development landscape and ensuring that ESG risks and opportunities are assessed and evaluated.

Each of our OpCos has its own sustainability governance, where sustainability-related matters are escalated to the OpCo Board, Board Committee, CEO or Management Committee by sustainability teams or representatives. 

Materiality Matrix

This materiality matrix integrated input from Axiata and our stakeholders. The categorised material matters, ranging from High to Medium-Low importance, represent prioritised issues in the Group.

We identified nine (9) prioritised UN SDGs aligned to our Framework, reflecting the Group’s position, beliefs, aspirations and most impactful activities. Although other SDGs do not form part of our prioritized SDGs, we acknowledge that we are indirectly contributing to these goals through our unique Triple Core Businesses of Digital Telco, Digital Businesses and Infrastructure, and our influential position as a responsible corporate citizen.

Axiata's Prioritised UN SDGS

Advancing Digital Societies

Advancing Green Economy

Advancing Our People & Communities

Driving Governance & Risk

In all that we do, collaborations and partnerships with our stakeholders are essential towards advancing sustainability.

Advancing Digital Societies

Advancing Green Economy

Advancing Our People & Communities

Driving Governance & Risk

In all that we do, collaborations and partnerships with our stakeholders are essential towards advancing sustainability.

Discover More on Our Sustainability Report

A Purposeful Mission

Ultimately, our initiatives contribute to our corporate vision, purpose and values, delivering on our responsibilities as a regional telecommunications and digital leader.

Our vision

To be The Next Generation Digital Champion

Our purpose

Advancing Asia

Our vALUES

Uncompromising Integrity & Exceptional Performance