Annual Report 2017

50 Annual Report 2017 international standards in the operation of securities depository center and securities registrar and the operation of clearing house. Other SET subsidiaries will still use the SET group’s Corporate Governance Policy and Code of Conduct, which is sufficient for and covers their overall business operations. • SET places importance on educating and creating understanding on Corporate Governance (CG) to employees at all levels as well as cultivating CG Culture by implementing the SET Corporate Governance development plan along with the review of all rules and guidelines in compliance with the CG principles. • SET prioritizes efficient and sufficient internal control, based on framework and guidelines of the Committee of Sponsoring Organization of Treadway Commission (COSO), by setting up an independent internal audit department that reports directly to the Audit Committee to review. • SET recognizes the importance of the oversight and management of all key risks which may affect the stock exchange operations. SET has specified appropriate risk management policy and framework including organization-wide management and monitoring on a regular basis in line with COSO Enterprise Risk Management Framework. • SET has assigned the management team to conduct a customer satisfaction survey for our services annually. In 2017, the customer satisfaction score was 88 percent, higher than the score of 85 percent in 2016. SET has appointed The Thai Institute of Directors Association (IOD) to conduct the Corporate Governance Report (CGR) assessment for SET, by using the same evaluation measures as listed companies every year since 2012 in order to use the results to enhance operations and performance. SET has continuously supported the activities of related organizations and all stakeholders in the capital market to promote sustainable growth both in quantity and quality. In 2017, SET was awarded “Best Sustainable Securities Exchange Southeast Asia Emerging Market 2017” from Capital Finance International (CFI.co) magazine based in London. Moreover, SET also won the Award for Excellence in Energy Conservation in the creative building for energy conservation category (New and Existing Building) at Thailand Energy Awards 2017 organized by the Ministry of Energy, and then represented Thailand to compete at ASEAN level. Capital market stakeholders e.g. member companies, listed companies, asset management companies, etc. • Listening to stakeholders and related parties’ views, both on regulatory adjustments and new regulations issuance, including creating a clear understanding in compliance with the SET regulations and standards • Organizing extensive public relations activities to promote company profiles, including facts and figures of listed firms, securities and asset management companies, for the benefit of investors and the public Investors and the public • Developing a variety of financial instruments, products and services with service excellence and providing accurate and adequate information accordingly • Providing complete, accurate and updated information • Providing effective two-way communication channels for investors and the public to access business information as well as to report complaints. Customer information must be kept confidential and not used for the benefit of one’s own or other persons’ Please find more details under the topic of “Major Developments in 2017 and SET Sustainability report 2017” Roles towards Stakeholders SET plays a vital role in developing the capital market and the Thai economy. We treat all groups of stakeholders with transparency and fairness. We also place importance on sustainable development for the capital market and all stakeholders. The key points are as shown below: