As the COVID-19 pandemic has had an unprecedented impact on all of us, TMB Bank has primarily focused on the well-being of our customers, employees and broader communities by providing support wherever possible. RESPONDING TO COVID-19 In the second phase, the bank extended a debt moratorium and launched additional measures to continuously support affected customers. For retail customers, we offered additional measures such as a 6-month grace per iod for pr incipal payment (only interest payable), a reduction of installments by extending tenures, a lower ing of monthl y installments to 50% for 6 months, and the provision of debt advisory services. Additionally, portfol io management fees for TMB Smart Port and front-end fees for all funds under management of TMBAM and TFUND were waived. For commercial clients, we offered debt restructuring programs tailored to different needs and profiles, such as risk level and payment ability, new loans to support liquidity problems, and business advisory services such as financial discipline, non-core asset diversion, and M&A. By the end of 2020, approximately 15% of the total loan portfolio was under the relief program, a significant drop from approximately 40% in June 2020, while both the retail and commercial segments experienced significant reductions to 9%, from 45% in June, and to 25%, from 38% in June, respectively. Although the majority of our customers resuming their normal payments after the debt relief programs had ended was a positive sign, we continued to support customers through our debt restructuring in order to provide suitable financial relief tailored to individual circumstances. 98% approval of customers’ requests for debt relief More than 750,000 customers utilized the debt relief program Customers As banking is an essential service, our employees have worked tirelessly to support customers throughout the pandemic. The bank introduced debt relief programs to support customers of all segments through various measures in response toBankof Thailandandgovernment policies. Our support during COVID-19 consisted of two phases, both comprisingmeasures designed to alleviate financial hardship in the form of repayment deferral of both principal and interest payments, reduction of interest, extension of installment periods, and soft loan facilities. In the first phase, the bank established a debt moratorium for both retail and commercial customers. For retail customers, we suspended both principal and interest payments for three months, reduced minimum payments, and extended the installment period up to 60 months. For commercial clients, we deferred both principal and interest payments by up to six months and provided soft loans to support liquidity for business continuity to reduce the impact of unemployment. 19 Su s t a i n a b i l i t y Re po r t 2 0 2 0 I n t r odu c t i o n Cu s t ome r s En v i r o nme n t a l & So c i a l I mp a c t s Pe op l e Go v e r n a n c e App e nd i x
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