OUR PERFORMANCE Tropicana continues to maintain strong quality performance and customer satisfaction across its developments. Performance Indicator Unit FY2025 FY2024 FY2023 Target Substantiated complaints relating to misleading marketing or sales representations¹ Number 0 0 0 Maintain zero substantiated complaints Substantiated complaints relating to breaches of customer privacy and losses of customer data² Number 0 0 0 Maintain zero substantiated incidents Average QLASSIC score % 85% 84% 82% Maintain average score above 80% Complaint resolution rate % 99% 97% 90% Continue improving resolution rate Customer feedback rating Rating 4 / 5 4 / 5 4 / 5 Maintain rating of at least 4 (out of 5) 1. Substantiated complaints relating to misleading marketing or sales representations refer to formal complaints received during the reporting period that were investigated and determined to involve materially misleading marketing, advertising or sales representations. This excludes cases involving project design adjustments, planning amendments or commercial resolutions where purchasers were offered cancellation, variation or renegotiation options without a finding of misleading conduct. 2. Substantiated complaints relating to breaches of customer privacy and losses of customer data refer to confirmed incidents during the reporting period involving unauthorised disclosure, loss or misuse of customer data, based on internal review and investigation. These results reflect Tropicana’s continued commitment to delivering quality developments, maintaining purchaser confidence and safeguarding customer trust. For further discussion on how customer feedback supports continuous improvement and long-term brand strength, please refer to the Brand & Reputation section of this Sustainability Statement. 129
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