75 Introduction Customers Social Governance Appendix Environment Sustainability Report 2021 Topic-specific and financial services (FS) disclosures Material topics GRI Standard Disclosure Page reference/ remarks SDGs Customer experience: Focusing on customers’ needs and expectations through personalized solutions by life stage and life event to improve customers’ life-long financial well being GRI 103: Management approach 2016 GRI 103-1 Explanation of the material topic and its boundary 16, 18-19, 24-26, 65 GRI 103-2 Management approach and its components 16, 18-19, 24-26 GRI 103-3 Evaluation of the management approach 16, 18-19, 24-26 Digital transformation: Utilizing digital technologies to offer new digital solutions based on lifestyle and life-stage, improving accessibility and convenience GRI 103: Management approach 2016 GRI 103-1 Explanation of the material topic and its boundary 20-23, 65 GRI 103-2 Management approach and its components 20-23 GRI 103-3 Evaluation of the management approach 20-23 Corporate governance: Adhering to the highest standards of good corporate governance to ensure accountability, fairness, and transparency of the Bank for the long-term interests of stakeholders GRI 103: Management approach 2016 GRI 103-1 Explanation of the material topic and its boundary 51-52, 65 GRI 103-2 Management approach and its components 51-52 GRI 103-3 Evaluation of the management approach 51-52 Customer privacy and data security: Protecting customer and confidential information from unauthorized access, share and disclosure, misuse of data, or data breach by ensuring appropriate safeguards GRI 103: Management approach 2016 GRI 103-1 Explanation of the material topic and its boundary 61-62, 65 GRI 103-2 Management approach and its components 61-62 GRI 103-3 Evaluation of the management approach 61-62 GRI 418: Customer privacy 2016 GRI 418-1 Substantiated complaints concerning breaches of customers privacy and losses of customer data 61-62 Cybersecurity: Managing and preventing risks from cyberthreats, cyberattacks, and wrongful exploitation of data and assets GRI 103: Management approach 2016 GRI 103-1 Explanation of the material topic and its boundary 62-64, 65 GRI 103-2 Management approach and its components 62-64 GRI 103-3 Evaluation of the management approach 62-64 System availability and stability: Securing the system integrity by maintaining IT systems and platforms to ensure availability and stability GRI 103: Management approach 2016 GRI 103-1 Explanation of the material topic and its boundary 63, 65 GRI 103-2 Management approach and its components 63 GRI 103-3 Evaluation of the management approach 63 Topic-specific and financial services (FS) disclosures Material topics GRI Standard Disclosure Page reference/ remarks SDGs Risk management: Implementing effective risk management to ensure that risks are contained to acceptable levels consistent with the Bank’s risk appetite GRI 103: Management approach 2016 GRI 103-1 Explanation of the material topic and its boundary 54-57, 65 GRI 103-2 Management approach and its components 54-57 GRI 103-3 Evaluation of the management approach 54-57 Market conduct: Ensuring responsible market conduct practices by offering products and services in transparent, fair, and ethical manners to customers GRI 103: Management approach 2016 GRI 103-1 Explanation of the material topic and its boundary 58-60, 65 GRI 103-2 Management approach and its components 58-60 GRI 103-3 Evaluation of the management approach 58-60 Business ethics and integrity: Conducting business with the utmost integrity and adhering to all applicable laws and regulations, Code of Conduct, and the applicable policies such as Market Conduct, Anti Corruption, and Anti Money Laundering GRI 103: Management approach 2016 GRI 103-1 Explanation of the material topic and its boundary 52-53, 65 GRI 103-2 Management approach and its components 52-53 GRI 103-3 Evaluation of the management approach 52-53 GRI 205: Anti-corruption 2016 GRI 205-2 Communication and training about anti-corruption policies and procedures 52 Responsible lending and investment: Integrating environmental, social and governance considerations into financing, investment, and product and service development to manage ESG risks and to create positive environmental and social impacts GRI 103: Management approach 2016 GRI 103-1 Explanation of the material topic and its boundary 28-33, 65 GRI 103-2 Management approach and its components 28-33 GRI 103-3 Evaluation of the management approach 28-33 GRI 203: Indirect economic impacts GRI 203-2 Significant indirect economic impacts 29, 31-33 Product portfolio FS7 Monetary value of products and services designed to deliver a specific social benefit for each business line broken down by purpose 32 FS8 Monetary value of products and services designed to deliver a specific environmental benefit for each business line broken down by purpose 29, 31-32
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