Annual Report 2021

To enhance customer satisfaction, the Group uses advanced technology to uplift our service quality. Such technological facilitations include but not limited to a Mira Place mobile app to provide visitors with up-to- date information about events and promotions in our malls, a virtual tour in our hotel website offering guests a 360 o view of the hotel rooms and facilities, and a mobile app in our travel business offering customers an integrated platform experience for search, application and e-payment. We have also introduced Hong Kong’s first innovative e-parking service at Mira Place with Internet of Things (“IoT”) technology; the e-PARKING in Mira Place App simplifies parking process with a few clicks to perform parking reservation, parking navigation, search for parked car location and online payment. This innovative service is well recognized with awards in various industrial competitions, including “PC3 Platinum Brand 2019 - Smart Parking Service Award” by PC3 Magazine, “IT PRO Corporate Choice 2019 - CIO Choice Award” by ITO Magazine, “Hong Kong ICT Award 2019 - Smart Mobility (Smart Transportation) Silver Award” by the Innovation and Technology Bureau and “Retail Innovation Award 2019 - Best Retail Innovation (Application) Award - Market Potential & Performance” by the Hong Kong Retail Technology Industry Association. This year, our Group has further received “CXP Best Customer Experience Awards” from CXP Asia in recognition of our continual effort in enhancing customer experience through diversified offerings and ongoing optimizations of our services and products. Anti-corruption and Responsible Business Practice (I) Ethical Procurement & Marketing Practice As a responsible corporation, the Group is committed to achieving the highest level of business ethics with due consideration for the impact of our business activities on our customers, business partners, society and the environment. In our procurement process, we have established a fair vendor-selection system through vendor prequalification, competitive quotation and tendering processes, which covered assessment on company background, financial capability, skill set, necessary license, certification of industrial standard, sustainability of product offered, past performance, industrial experience and price comparison. Monitoring controls are in place to oversee the quality of their services and products, through performance review, complaint log, warning system, license validity checking and deregistration mechanism. In our sales and marketing process, we stand up for the highest integrity in promoting and advertising our products and services in ways that do not mislead consumers. As such we have developed policies to ensure that menus in our restaurants should accurately reflect the actual products used. Nutrition labels for prepackaged food products will also be tested by accredited laboratory registered under Hong Kong Laboratory Accreditation Scheme (“HOKLAS”) so as to ensure the food products correspond with the declared values on the nutrition labels. During the reporting period, there was no confirmed case of non-compliance with any laws and regulations in relation to advertising and labelling, such as Trade Descriptions Ordinance. (II) Intellectual Property Rights We respect intellectual property and work hard to protect ours, while taking a variety of control measures to avoid unintentionally infringing the intellectual property rights of others. We review registration of trademarks and domains during the business development stage and register our own trademarks and domains to protect our business interest. All our registered trademarks and domains are maintained in a log for regular review and renewal. Protection terms of our intellectual property are included in our contract with our business partners. Also, use of all copyrighted assets, such as songs, artworks, photos, software, would be supported by valid agreement or license subscriptions. System restriction is also set up to prevent unauthorized installation of pirated software in company’s computers. During the reporting period, there was no confirmed case of non-compliance with any laws and regulations in relation to intellectual property rights, such as Trade Marks Ordinance, Copyright Ordinance, and Patents Ordinance. (III) Anti-corruption We strive to uphold the highest standard of business ethics and integrity. We do not tolerate any form of corruption or malpractice such as bribery, money laundering, extortion and fraud. Expected professional conduct at the workplace is outlined in the Group’s Code of Conduct, which requires all employees to 042 Environmental, Social and Governance Report Annual Report 2021 Miramar Hotel and Investment Company, Limited