Customers and Stakeholders Responsibility

The Company places great importance on continuously developing work processes at all levels to enhance efficiency, transparency, and ability to respond to stakeholder expectations, both internal and external. Key focus areas of operations include the following:

1. Establishing a Comprehensive Organizational Context: Defining quality objectives, strategies, and assessing impacts on the organization’s ability to achieve its goals, taking into account legal, social, cultural, and environmental requirements, as well as organizational knowledge and competencies.
2. Identify Key Stakeholder Groups: Covering employees, customers, shareholders/investors, communities/society, suppliers/retailers, contractors, government agencies, external regulators, banks, and the media, along with an assessment of potential impacts on the Company’s ability to deliver products and services in line with customer requirements and agreements.
3. Determine the Knowledge Required for Operations: Establishing systems to ensure that relevant knowledge is integrated into all processes and that it is regularly reviewed and updated to remain current.
4. Assess Risks and Opportunities: Analyzing risks and opportunities at every stage to support the planning and development of products and services, improve quality, and promote an organizational culture of risk management, while building a quality management system that can of effectively achieving objectives.
5. Review the Quality Policy: Ensure alignment with requirements, laws, the organization’s sustainability strategies, and international standards such as ISO 9001:2015, to support a systematic approach to operations.

In addition, the Company implements proactive problem analysis to identify root causes and define measures to prevent recurrence, as well as develops tools to support continuous improvement and development, so that all processes operate efficiently and sustainably, such as:

1. Establishing Performance Indicators (Key Performance Indicators: KPIs)

The Company establishes indicators and targets for all departments in alignment with organizational policies and strategies to reflect operational efficiency and effectiveness of operations and the ability to meet the needs and expectations of customers and stakeholders. This is based on the principle that “the customer is paramount,” covering both internal and external customers to foster collaboration across all dimensions and continuously improve quality and service standards.

1.1 Indicators

The Company has defined indicators, such as measurement of customer satisfaction with after-sales service, assessment of quality and timeliness of repair service, effective project management, and the provision of accurate, complete, and timely information to customers.

1.2 Complaint Reception and Management Process

The Company has established a systematic complaint reception system for customers and stakeholders, enabling all relevant departments to respond promptly and resolve issues effectively. Root cause analysis is carried outto identify the underlying problems, preventive measures are implemented to avoid recurrence, and corrective actions are continuously monitored.

The Company has clearly defined procedures, which are communicated so that all employees understand them and strictly comply. This ensures that complaint handling is in line with quality standards and delivers the highest possible customer satisfaction.

1.3 Measurement and Monitoring of Housing and Unit Delivery

The Company has a system to monitor and assess the quality of housing and unit deliveries to customers, considering workmanship quality, completeness of details, and delivery in line with the agreed timeframe. This ensures customer confidence and satisfaction. Evaluation results are recorded and used to improve service processes in the future.

These practices reflect the Company’s commitment to maintaining quality standards and valuing the voices of customers and stakeholders, which are key factors in building trust and sustainable relationships.

2. Continuous improvement of the work system in accordance with ISO 9001:2015

The Company requires all departments to continuously improve and develop their work systems to comply with the requirements of ISO 9001:2015, using past performance as the basis for development. This includes the following key activities:

• Analyzing data and monitoring operations to assess suitability and identify opportunities for improvement
• Measuring performance (Key Performance Indicators: KPIs) to evaluate process efficiency and effectiveness
• Conducting customer opinion surveys and measuring customer satisfaction, and using the findings to improve product and service qualityImproving processes based on recommendations from audits, both from the certification body and internal audits conducted by Internal Quality Auditors (IQA)
• Defining and reviewing procedures and work instructions, as well as continuously updating related regulations and documents, to ensure the management system remains appropriate, sufficiently comprehensive and supportive of sustainable development

3. Transparent and efficient procurement management

The Company has established comprehensive criteria for supplier selection, procurement, performance monitoring, and evaluation, covering all procurement processes. This ensures that external contractors meet the Company’s quality, qualifications, and standards. All processes are conducted transparently, in accordance with Company policies and international standards.

4. Close monitoring and control of operations

The Company places great importance on monitoring and controlling work processes by senior management through various methods, including

• Conducting ISO 9001:2015 system audits by the certification body (Certify Body)
• Performing internal audits by officially appointed Internal Quality Auditors (IQA)
• Monitoring the resolution of customer complaints, including tracking the status of ongoing complaints to ensure timely corrective actions
• Bringing issues related to work processes and operational risks to the Quality Management Review Committee meetings to determine corrective and preventive actions an be defined to avoid repeat problems
• Considering risk issues that may affect the business, such as non-compliance with legal requirements, customer satisfaction, product quality, safety, and process control, in order to implement systematic and thorough risk mitigation measures

5. Employee Participation in Quality Audits

The Company places great importance on employee participation in quality monitoring processes. Over 250 experienced and qualified employees from all departments have been appointed as Internal Quality Auditors (IQA) for the ISO 9001:2015 system. These employees play a key role in auditing the operations of other departments to ensure compliance with ISO 9001:2015 requirements and standards, covering all defined steps and processes. Internal auditors also facilitate knowledge sharing, understanding, and the adoption of best practices between departments, resulting in more effective internal coordination.

The Company recognizes the importance of keeping customers’ personal data secure and strictly complies with the Personal Data Protection Act (PDPA) B.E. 2562 to build customer trust and prevent legal risks. The Company’s measures are as follows.

2.1 Personal Data Protection Policy

A clear and comprehensive policy has been prepared, covering the collection, use, and management of personal data, such as information related to property transactions, project bookings, or use of services, to ensure the highest level of data security.

2.2 Appointment of a Data Protection Officer (DPO)

A DPO has been appointed to oversee compliance with the PDPA, covering data related to business operations, such as contact information, payment details, or property transaction histories.

2.3 Obtaining Explicit Consent

Obtain consent from customers before collecting, using, or disclosing personal data, clearly informing them of the purpose, usage methods, and retention period.

2.4 Right to Withdraw Consent

Customers are given the opportunity to withdraw their consent at any time if they do not wish the Company to continue collecting or using their data, and the Company will act on such requests without delay.

2.5 Employee Training and Awareness-raising

The company requires training to be provided to all employees on PDPA compliance, to ensure proper, secure, to ensure that personal data is managed correctly, securely and in accordance with the law.

The Company places great importance on listening to customer feedback and continuously measuring satisfaction, covering all stages from sales and construction to after-sales services, to ensure customers receive the best possible experience.

3.1 Customer Satisfaction Surveys

Customer satisfaction surveys are conducted monthly for both residents currently in the projects and those who have received their homes. The insights gained are analyzed and used to improve products, services, and operational processes.

3.2 Convenient and Accessible Communication Channels

The company provides a variety of channels so that customers can conveniently report repairs, lodge complaints, inquire about directions, or provide feedback, such as through the Company’s central coordination center at 1720.

These approaches reflects the Company’s commitment to maximizing customer satisfaction and using customer feedback as a key driver for the continuous improvement of products and services

3.2.1 Details of Customer Satisfaction Surveys Regarding the Company

3.2.1.1 Sales Service Three Months After Ownership Transfer, operational guidelines are as follows:

• Assess customer satisfaction three months after ownership transfer via the Call Center, covering four main aspects: reception, attentiveness, information accuracy, and overall service quality.
• Even when satisfaction targets are achieve, continuous improvement is pursued by providing the “Sales Key to Success” training program to 100% of employees.
• Evaluate service quality by conducting Mystery Shopping surveys twice a year.

3.2.1.2 Post-Ownership Transfer Service After Three Months, operational guidelines are as follows:

• Facilitate customers in the loan application process and access to various privileges.
• In 2025, develop a post-ownership transfer document submission system through the Sabai App for speed up processing and make verification easier.

3.1.2.3 Service via the Supalai Sabai Application, operational guidelines are as follows:

• Improve repair-notification processes to make them faster and more efficient.
• Improve UX/UI for easier usability.
• Increase the speed of sending notifications on customer privileges. Increase the variety and accessibility of activities that build customer relationships.
• Improve the accuracy of notifications for common-area maintenance-fee payments.
• Upgrade the Visitor Management system in collaboration with vendors, to ensure safety.

3.1.2.4 Customer Service Operations, operational guidelines are as follows:

• Develop an online work tracking system (PPM Tracking) to provide standardized service and community care.
• provide training led by expert instructors to improve skills and create a positive customer experience.
• Implement the “Close Care” policy, where project managers continuously monitor, advise, and provide continuous service to customers.

3.1.2.5 Service Regarding Repair Quality, operational guidelines are as follows:

• Provide training and define standard procedures for repair visits, including advance scheduling and confirmation before each service.
• Strengthen measures to protect property and maintain cleanliness after repairs, with inspections to ensure everything is in order before handover to the customer.

3.1.2.6 Customer Service and Feedback Management, , operational guidelines are as follows:

• Follow up and close pending cases from customers whose contact the Call Center 1720 beyond the specified timeframe (more than 3 days). The Supervisor must check the status daily and coordinate with the officers to ensure customers receive a response and resolution promptly.
• Submit the Case Pending report for each unit to the management for acknowledgement, and follow up with relevant parties to expedite operations and ensure all cases are closed completely, thereby continuously building satisfaction and maintaining service standards.

The Company is committed to developing projects that align with the changing lifestyles and needs of its customers, with emphasis on flexible design, truly functional features, appropriate pricing, and energy saving. This is to elevate the living experience to be more convenient, modern and environmentally friendly, through five main innovation groups as follows:

4.1 Innovation in Functionality and Convenience

• Smart Home & IoT (Internet of Things): An intelligent home system that controls and monitors the operation of in-house devices via a smartphone, such as turning lights on/off, air conditioning, or security systems.
• Smart Locker: Intelligent parcel receiving and sending lockers that enhance convenience and security for residents.
• Universal Design: Design for everyone, safely accommodating the needs of children, the elderly, and people with disabilities.

4.2 Innovation in Design and Construction

• Fabrication System: Construction using prefabricated systems, such as Precast walls and prefabricated bathrooms, which helps shorten construction time, control quality, and reduce waste on site.

4.3 Innovation in Security

• Digital Door Lock: A digital key system to prevent intrusion.
• Face Scan: Facial-recognition systems for access control.
• CTV & Access Control: Closed-circuit television combined with a Key Card system and VDO Door Phone for comprehensive security.
• Fire Alarm & Detection: A system that immediately detect and notify fire incidents.

4.4 Innovation in Energy and Environmental Management

• Energy-efficient Materials: Lightweight concrete walls, heat-insulating glass, thermal insulation, and reflective paint to help reduce air-conditioning energy consumption.
• EV Chargers: Electric vehicle charging stations within the projects to support the use of clean-energy vehicles.
• Recycle Technology: Reuse of material scraps and water, such as using treated water for irrigation.
• Solar Cells: Installation of solar panels in common areas, such as clubhouses and sales offices, to generate electricity from sunlight, reduce long-term costs, and lower carbon emissions.

4.5 Health Innovations

• Touchless Technology: Contact-reducing devices to lower the risk of disease transmission.
• Soft Fall: Shock-absorbing flooring in playgrounds to ensure the safety of residents.
• Air Quality & Ventilation System: Air circulation systems designed to remove PM 2.5 dust, reduce CO₂ accumulation, and provide ventilation to the outside.

In addition, the Company places great importance on systematic waste management, such as treating wastewater from every home to meet standard criteria and implementing waste-segregation processes to reduce environmental impacts. These efforts reinforce the Company’s commitment to developing projects that meet both customer needs and long-term sustainability goals.

The Company places great importance on continuous customer care after sales, providing multiple communication channels to allow customers to lodge complaints, offer suggestions, or provide feedback conveniently, quickly, and efficiently. The information received is used to further improve products and services to better meet customer needs. The main communication channels are as follows:

• Community consultants at the projects and headquarters provide information, listen to customer feedback, and coordinate solutions to resolve issues.
• Line Official “SUPALAI HOME”. Serves as the central hub for project information and news, allowing customers to conveniently follow updates and make inquiries.
• Supalai Smart Center. The main unit for handling complaints, overseeing problem resolution, and tracking corrective actions, while providing information and other services to customers. Staff at the Supalai Contact Center 1720 are available daily from 08:00 to 20:00 to assist with all matters, including repair requests, work tracking, project inquiries, promotional activities, and other special services.