Integrated Annual Report 2022

SUSTAINABILITY STATEMENT (CONT’D) Per formance Our Approach • Over 700 products are Halal Certified • ILF, MPM and CVS process are certified to local and international standards • Formalised a Health and Nutrition Statement Pursuing our vision, we hold ourselves accountable to creating nourishing products that are of quality. We subject our products to scrutiny by local and international certification bodies. QL also believes in playing our role as a contributor to national food security. As a responsible food producer, QL ensures consumers have reliable access to quality nourishing products. We relentlessly enhance our standards, processes and controls to provide consistent levels of quality products for consumers. FOOD QUALITY, SAFETY AND NUTRITION Producing Quality and Safe Food The business units in ILF, MPM and CVS consciously enforced stringent quality controls and promote food safety to ensure our products meet the highest food quality and safety requirements to provide value to local and international customers. We strictly adhere to the standards from all certifications despite the challenges encountered due to COVID-19 pandemic. The business units remain committed to strengthening quality control measures and processes, and developing an employee competency culture. We ensure peace-of-mind and safe consumption for all by subjecting our products and processes to halal certification. These comprise hygiene, quality and safety conditions from sourcing to distribution. Over 700 of our products are certified halal by the relevant halal certification bodies and authorities confirmed by Jabatan Kemajuan Islam Malaysia (JAKIM). Commitment to Develop Healthy and Nutritious Products Consumers are becoming increasingly conscious of their health and demand healthy food choices. QL is dedicated to offering healthy and nutritious products to consumers. We formalised our Health and Nutrition Statement, demonstrating our commitment to develop products that meet nutritional requirements as well as consumer demands. QL emphasises providing consumers affordable, tasty and nutritious food that they can enjoy and trust. QL’s Health & Nutrition Committee (HNC) and R&D Committee are led by the Group Managing Director to support the development of high quality, safe and nutritious food for consumers. We continuously improve food quality and enhance the nutrition of products based on industry recognised health and nutrition standards, in compliance with national and international standards, guidelines and regulatory requirements. Certifications and Standards CUSTOMER SATISFACTION, A REFLECTION OF OUR PRODUCTS Customer satisfaction and feedback propels QL towards industry leadership. QL conducts annual surveys through an independent external subject matter expert to obtain valuable feedback from customers on two core brands – QL Eggs and QL Mushroom. Customer feedback is crucial to our improvement efforts. We are humbled to note that customers remained satisfied with QL Eggs and QL Mushroom products; both brands maintained 99% Fair to Excellent rating. Customers' Excellent rating for QL Eggs increased to 28%, while QL Mushroom brand’s Excellent rating rose to 17%. Customers rated food quality/taste, healthiness, and cleanliness/hygiene of QL Mushroom brand products higher. We also track the number of customer feedback received through our feedback channels. In FY2022, we received a total of 2,129 customer feedback, all of which were addressed and resolved. QL strives to improve our customer care with a more strategic and responsive approach as well as improve accessibility of feedback channels for customers. Total Food Quality/Taste Food Healthiness Cleanliness/Hygiene Freshness of Eggs Packaging Appearance 2020 2021 2022 1 - Bad 28 26 28 29 30 27 55 59 55 54 55 49 61 61 60 63 58 62 16 14 16 15 14 23 1 1 1 2 1 1 1 11 1 3 2 1 3 4 1 1 2 1 2 15 18 17 12 15 13 59 66 60 59 60 50 25 20 20 29 23 32 23 21 23 23 26 23 13 12 16 8 13 17 2 - Poor 3 - Fair 2 4 - Good 3 5 - Excellent Customer Satisfaction Rating for QL Eggs from FY2019 to FY2022 Total Food Quality/Taste Food Healthiness Cleanliness/Hygiene Freshness of Eggs Packaging Appearance Customer Careline 2022 56 26 17 54 26 18 60 18 22 50 36 14 59 24 17 55 29 16 27 40 33 1 2 2021 1 1 1 1 1 1 1 54 30 15 49 39 11 56 28 15 55 30 14 53 27 19 44 48 7 57 23 19 2020 1 1 1 1 1 58 24 16 53 33 12 61 24 14 58 23 18 57 22 18 50 21 29 61 20 18 3 1 1 Customer Satisfaction Rating for Mushroom Brand from FY2019 to FY2022 1 - Bad 2 - Poor 3 - Fair 2 4 - Good 3 5 - Excellent 5 5 5 4 S U S TA I N A B I L I T Y S TAT E M E N T QL Resources Berhad INTEGRATED ANNUAL REPORT 2022

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