Governance

In 2023, Masan Group formed an ESG Committee to ensure that sustainability operations in Vietnam and abroad correspond with the Group’s sustainability policies and strategies. At Masan Consumer, an ESG Committee has also been established in 2024, at the management level, Masan Consumer appointed an ESG Champion to head the Company’s ESG Committee. The Champion is tasked with overseeing all ESG-related matters for Masan Consumer and with representing Masan Consumer at the Group-level ESG Committee to ensure cross-collaboration and accountability on sustainability issues within Masan Consumer and with other Group companies. The Masan Consumer ESG Committee will be responsible for implementing our ESG agenda, programs, and initiatives, as well as monitoring and reporting progress to Masan Consumer and Group-level leaderships.

CUSTOMER RELATIONSHIP MANAGERMENT

Central to our sustainable business is the pivotal role our customers play

Central to our sustainable business is the pivotal role our customers play. Masan Consumer’s utmost mission is delivering quality services tailored to the needs of our customers, with a commitment to ensuring their health, safety, and data privacy at all times. We firmly believe that cultivating a strong customer relationship is essential for us to realize our vision and mission.

Masan Consumer ensures customer satisfaction through a robust offline retail platform. Furthermore, at our Group level, Masan is in the progress of developing digital infrastructure, including a mobile app, to consolidate customer data, including demographic information, across the Group’s businesses. In the contemporary world, information technology is crucial for daily life and business operations, enhancing efficiency and convenience. However, it also poses the risk of data leakage, which is considered a serious business concern. Masan Consumer recognizes the significance of safeguarding data, particularly that of our customers and stakeholders.

Information Security Policy

Business ethics

Masan Consumer maintains a steadfast commitment to upholding business ethics and fostering fair competition across all markets in which we operate. Both the company and its employees pledge to abide by local laws, adhere to anti-money laundering and anti-bribery protocols, and adhere to fair competition principles. Our Company Charter establishes the foundational principles and governance structures for our business activities, whilst our Code of Conduct covers a wide range of critical topics including Legal Compliance and Fair Competition; Community and Social Responsibility; Business Responsibility; Accurate and Honest Records; Transparent Information for Media and Investors; Information Confidentiality; Fair Treatment and Safe Work Environment; and Conflict of Interest.

Anti-Money Laundering, Bribery and Counter-Terorism Financing