INTEGRATED ANNUAL REPORT 2025 • QL RESOURCES BERHAD INTEGRATED ANNUAL REPORT 2025 • QL RESOURCES BERHAD pg.66 pg.67 03 04 05 06 07 08 01 ABOUT THIS REPORT QL AT A GLANCE CHAIRMAN’S STATEMENT MANAGEMENT DISCUSSION AND ANALYSIS SUSTAINABILITY STATEMENT LEADERSHIP & GOVERNANCE FINANCIAL STATEMENTS APPENDICES 02 03 04 05 06 07 08 01 ABOUT THIS REPORT QL AT A GLANCE CHAIRMAN’S STATEMENT MANAGEMENT DISCUSSION AND ANALYSIS SUSTAINABILITY STATEMENT LEADERSHIP & GOVERNANCE FINANCIAL STATEMENTS APPENDICES 02 SUSTAINABILITY STATEMENT SUSTAINABILITY STATEMENT Promoting Quality Education for Lifelong Learning Over the years, QL has consistently upheld our dedication to advancing educational excellence within the communities we serve. By fostering enriched learning environments and supporting impactful initiatives in educational institutions, we aim to elevate the quality of education and empower future generations. In FY2025, we expanded our support for UPM’s Faculty of Agriculture by sponsoring 1,500 layer hens for the newly established layer house. This contribution is aligned with the university’s objectives to advance teaching and learning in the production of laying hens, strengthen research and innovation capabilities, and enhance the overall quality of student education and hands-on training. Ongoing efforts to promote quality education include building, upgrading educational facilities and supporting initiatives that enhance students’ well-being and learning experiences. Many business units are actively involved in a range of activities, such as participating in fundraising efforts, providing scholarships for deserving students, sponsoring awards for top achievers, and facilitating educational visits to our business units. Producing Quality and Safe Food QL ensures that our products meet the highest food quality and safety requirements by ensuring rigorous food safety management and quality control processes across our ILF, MPM, and CVS business units. We are fully dedicated to complying with all applicable local and international food quality and safety standards. Our production facilities are certified against various standards including, Halal Standards, Hazard Analytics and Critical Control Point (HACCP), Food Safety System Certification 22000 (FSSC 22000), Good Manufacturing Practice (GMP), Makanan Selamat Tanggungjawab Industri (MeSTI). As a leading food player in Malaysia, QL remains steadfast in our commitment to offering consumers a broad range of Halal products that fully comply with the Halal requirements set by Jabatan Kemajuan Islam Malaysia. As at end of March 2025, we now boast over 1,000 certified Halal products. Empowering Consumers to Make Informed Choices Through Responsible Marketing and Advertising To aid customers in making well-informed purchasing decisions, we remain steadfast to provide customers with accurate and transparent information about our product quality, nutrition and safety through responsible product labelling. Our labelling practices strictly adhere to the Malaysia Food Act 1983, Food Regulations 1985, and guidelines by United States Food and Drug Administration’s (FDA). To ensure accuracy and transparency, comprehensive processes and controls are also in place to regularly review contents and nutritional information disclosed on our product labels. In addition, we also conduct training sessions OSH Customer Responsibility Performance • More than 1,000 products are Halal certified • ILF, MPM and CVS facilities and products are certified to local and international standards Our Approach Upholding QL’s mission to create nourishing goods, we play a vital role to foster a marketplace where food products meet stringent criteria for quality and safety whilst providing easily accessible nutrition to consumers globally. Our production facilities undergo rigorous examinations by both local and international certification bodies. We remain committed to maintaining strict controls across all aspects of food quality and safety in our production processes. Through continuous innovation, we strive to enhance the quality and nutritional values of our offerings to meet the ever-changing market demand. CR on food labelling for the relevant staff to remain updated on latest labelling requirements and practices. Our Responsible Marketing and Advertising policy has outlined various principles covering advertising, marketing as well as labelling. Guided by these key principles, QL strives to ensure that all marketing and advertising communication are responsible, ethical, accurate and aligned with our brand values as one of Malaysia’s leading integrated agro-based enterprises. Our marketing and advertising practices are guided by the Malaysian Code of Advertising Practice and Malaysian Communications and Multimedia Content Code. Delivering Nutrition from Farm to Home As a food producer, QL is committed to developing highquality, safe and nutritious products that are affordable, tasty, and satisfy the needs of consumers. In this spirit and guided by our Health and Nutrition Statement to improve access to nutrition, QL launched QL Day 1 Eggs to meet the rising demand from quality-conscious consumers who prioritise freshness and convenience. To ensure optimum nutrient retention and quality, QL delivers eggs directly from our farms to households. The eggs are shipped out from farms within 24 hours. This streamlined farm-to-home distribution is the result of a successful trial. It significantly reduces transit time, thereby helping preserve the eggs’ high Haugh unit value, which is a key indicator of freshness. Customer Satisfaction Rating for QL Eggs from FY2023 to FY2025 2 - Poor 3 - Fair 4 - Good 5 - Execellent 1 - Bad 1 26 21 29 26 19 34 50 58 61 57 56 64 51 25 15 16 13 17 15 15 25 2 1 1 2 Total Food Quality/Taste Food Healthiness Cleanliness/Hygiene Freshness of Eggs Packaging Appearance Customer Careline FY2023 FY2024 FY2025 2 1 17 115 1 18 19 1 14 21 60 60 65 61 57 62 56 20 16 19 22 22 22 40 3 1 2 1 1 1 15 12 16 16 12 20 16 50 55 50 43 54 49 31 42 34 32 33 40 33 42 1 1 1 1 Combining efficient logistics and nutritional integrity is a winwin approach that reflects our commitment to innovation, product excellence, and consumer satisfaction. This initiative supports our broader goals of responsible food production and enhancing access to nutritious food. Customer Satisfaction To foster long lasting brand loyalty and retain customer trust, QL is focused on ensuring a high level of customer satisfaction for our products and services. To uphold and gauge customer satisfaction effectively, QL implements an annual survey initiative through an independent external subject matter expert to obtain valuable feedback from customers on two core brands – QL Eggs and QL Mushroom. The survey is designed to capture insights on various facets of customer experience including taste, freshness, cleanliness and packaging which will provide valuable insights for us to improve our products and services. In FY2025, we retained an overall high level of customer satisfaction rating for QL Eggs and QL Mushroom products, with both brands maintaining 99% Fair to Excellent ratings. We are committed to promptly addressing and resolving any customer feedback received on our products and services across various channels. In addition, we aim to continuously enhance our customer care through a more strategic and responsive approach, while also improving the accessibility of our feedback channels.
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