In organisations where systems are well established and goals are achieved, it remains important to ensure that every employee feels valued, included, and supported. A healthy workplace is not defined by the absence of concerns, but by the ability to address them constructively and transparently.

By providing avenues for employees to voice their experiences, organisations can strengthen trust, nurture inclusion, and reinforce accountability. Rather than being viewed as complaints, these inputs serve as valuable feedback that helps leaders understand the employee experience more deeply and continuously improve the organisational culture.

At Tenaga Nasional Berhad (TNB), we believe that a healthy workplace is not one without concerns, but one where concerns can be raised safely, addressed fairly, and resolved constructively. Every employee’s voice matters and creating channels to listen and act on those voices is key to building a culture of trust, inclusion, and accountability.

By creating open and trusted channels for employees to voice their feedback, we gain meaningful insights that help us enrich the employee experience, close gaps for continuous improvement, and foster motivation and high performance that drive sustainable business growth.

Empowering Employees Through Better Grievance Channels

TNB recognises that robust grievance mechanisms are a hallmark of an organisation that respects labour rights and values employee well-being. It is important for our people to feel safe when voicing out their concern and get assurance that the matters are being addressed.

To uphold this commitment, TNB provides multiple channels for employees to raise concerns, including the Employee Grievance Form, the Whistleblowing platform, and the People Control Tower (PCT). These avenues are designed to be accessible, confidential, and fair, ensuring that employees can speak up without fear of retaliation.

Under the Collective Agreement, the Employee Grievance mechanism enables employees to submit formal concerns in writing using the prescribed Employee Grievance Form, which is accessible through the intranet and included in the Collective Agreement booklet. Submitted grievances are documented, reviewed, and addressed by the Industrial Relations/Employee Relations (IRER) team in the Group People Division (GPD), with TNB’s Chief People Officer kept informed at each stage, ensuring a transparent and structured process.

In addition, employees can share feedback or concerns through the Joint Consultative Council (JCC) - a dialogue platform that brings together the Business Leadership Team, led by the respective Chief or Head of Division, and Union Representatives. All matters raised are carefully recorded, tracked, and resolved, ensuring transparency and accountability. Regular JCC sessions across the business also provide an open forum to strengthen collaboration, build trust, and promote continuous improvement in the workplace.

Complementing this, the Whistleblowing platform provides an additional secure and confidential avenue for reporting concerns or suspected misconduct. Through this channel, 42 recognised grievances were recorded in 2023, 22 in 2024, and 13 as of July 2025. All cases are reviewed by the Jawatankuasa Penilaian Aduan & Penentuan Kes (JPPK), comprising TNB's Chief People Officer, Chief Internal Audit Officer and the Head of Group Legal, while the TNB Board Integrity Committee (BIC) serves an oversight role, ensuring the consistent and effective implementation of reporting mechanisms through regular monitoring and evaluation.

Top Management Townhall session via FB Live

To further strengthen employee engagement and ESG commitment under the Social pillar, TNB introduced the People Control Tower (PCT) in March 2024. This centralised system captures, tracks, and resolves employee feedback collected from multiple touchpoints, including Top Management Townhall sessions via FB Live sessions, Sampai & Santai engagement sessions, and other interactive forums with TNB people, providing a more integrated approach to addressing concerns and improving the employee experience.

All submissions through the PCT are:

1. Logged systematically
2. Reviewed and categorised into three groups: Complaints, Compliments, and Enquiries
3. Assigned to the relevant team for resolution
4. Monitored through clearly defined stages until closure
5. Reported to Chief Executive Officer (CEO) through periodic cadence

This structured approach ensures timely action, recognition of positive contributions, and consistency in resolution. In 2024, PCT handled 17 employee complaints, while as of July 2025, 13 complaints have been addressed - demonstrating growing employee confidence in the system. Grievances are concerns that fall under the broader category of employee complaints.

1. 1
   Employee Feedback
2. 2
   Feedback Assessment & Categorization into three (3) categories, i.e. Complaints & Compliments, Enquiry
3. 3
   Acknowledgement notification to employee
4. 4
   Consultation and Resolution by respective parties
5. 5
   Oversight and Status Update by Group People Division*

*Outcome notification to grievant

Figure 1: People Control Tower (PCT) Process

Employee Grievance Channel	FY2023	FY2024	FY2025 (as at July 2025)
Employee Grievance Form	0	0	5
People Control Tower (PCT)	Not Applicable	17	13
Whistleblowing Platform	42	22	13
Total	42	39	31

Table 1: Total of Employee Grievance

Strengthening Employee Experience through Key Safeguards

At TNB, we want every employee to feel safe, respected, and heard. Our grievance mechanism is built on three key safeguards: confidentiality, protection against retaliation, and fair handling of all cases.

We ensure that concerns are treated with the utmost discretion, shared only with those directly involved in the resolution. Employees can also be confident that raising a grievance will never result in retaliation or negative consequences. Even when allegations are unfounded, we handle them with fairness and sensitivity, protecting the dignity of everyone involved.

By embedding these safeguards, we foster a culture of openness and trust - where employees can speak up without fear and know their voices truly matter.

We are enhancing our grievance framework to align with internal policies and our Labour Rights Policy Statement. By formally recognising the PCT as an official grievance channel, we are making the process more transparent, consistent, and trusted, in line with global standards for employee rights and ESG accountability.

Our employee grievance mechanism is guided by principles of accessibility, timeliness, fairness, confidentiality, and transparency. These principles are firmly anchored in TNB’s core values - Integrity, Collaboration, Customer Centricity, Professionalism, Mindfulness, and Forward Thinking - ensuring that every concern is addressed with trust and accountability.

Driving Transparency and Accountability

TNB has also taken steps to strengthen transparency in line with international reporting standards. In 2023 Sustainability Report, TNB began disclosing human rights-related complaints in accordance with the Global Reporting Initiative (GRI) Indicator 2-25, which focuses on remediation of negative impacts.

Looking ahead, TNB has broadened the scope of its reporting. From July 2024 onwards, disclosures will not only reflect formal grievance submissions but will also cover feedback received through informal channels. This evolution underscores TNB’s commitment to inclusivity, accountability, and a workplace culture built on trust and fairness.