Supporting Customers Throughout the Homeownership Journey We maintain ongoing engagement with purchasers through structured customer care channels, ensuring purchasers are supported from purchase through handover and beyond. Key engagement channels include: • Dedicated Customer Care Unit supporting purchaser enquiries and service requests • Tropicana 360 (“T360”) digital platform enabling communication, service requests and feedback • Customer surveys to capture purchaser satisfaction and identify improvement areas This allows Tropicana to respond to feedback, resolve issues and continuously improve customer experience. Customer satisfaction surveys conducted across developments indicate positive purchaser experience and confidence in the Tropicana brand. Responsible Marketing & Transparent Communication Responsible marketing is an important part of maintaining purchaser trust, particularly in an industry where purchasing decisions involve significant financial and long-term commitments. All Tropicana marketing and sales activities are conducted in accordance with Malaysian regulatory requirements, including the Housing Development Act 1966 and its regulations, which govern property advertising, sales practices and purchaser protection. Marketing materials are aligned with approved development plans, specifications and regulatory submissions, ensuring purchasers receive accurate and transparent information to support informed decision-making. Protecting Customer Information & Maintaining Trust As part of the purchaser journey, Tropicana collects and manages personal information required for property transactions, including identification, contact and financial-related information. Protecting this information is essential to maintaining purchaser trust. Tropicana manages customer data in accordance with the Personal Data Protection Act 2010 and internal data protection policies, which establish controls over how information is collected, accessed, used and retained. Access to purchaser information is restricted to authorised personnel, and internal processes are designed to prevent unauthorised access, misuse or disclosure. Customer information is retained only for as long as necessary to fulfil business and regulatory requirements. These safeguards help ensure purchaser information is handled responsibly throughout the homeownership process and beyond. AR 2025 | SUSTAINABILITY 128
RkJQdWJsaXNoZXIy NDgzMzc=