Performance Against Goal

Performance Summary 2024

Governance and Anti-Corruption Training and Assessment

Employees of CP ALL

Communicated

Written/Digital Acknowledgement

Training Provided

Employees of Subsidiaries

Communicated

Written/Digital Acknowledgement

Training Provided

Tier-1 Suppliers

Communicated

Written/Digital Acknowledgement

Training Provided

Create a culture of compliance with laws, regulations, and policies

Departments with legal and corruption risks have been assessed

Departments at risk have established risk management measures

Report on Fraud, Corruption, and Bribery Violations

Number of Confirmed Cases of Fraud, Corruption, and Bribery

Proportion of Operational Areas Affected by Fraud, Corruption, and Bribery Issues

Grievance regarding personal data violation investigated and confirmed

Customers’ data

Regulatory bodies

Management Approach

Business Ethics and Code of Conduct

To uphold ethical business operations, The Company has made the Business Ethics and Code of Conduct Handbook. for all levels of employees, from management to employees, as well as suppliers and contractors. They adhered as a guideline for honest work, including refutation against corruption and human rights violations. In 2024, 100% of employees of CP ALL, Subsidiary, Store Business Partners and suppliers were communicated Anti-Corruption policy through the ethics handbook and code of conduct.

Management of complaints regarding business ethics violations and workplace code of conduct

Types of complaints, suspicions	All complaints received	Complaints Investigated and Confirmed as Valid	Disciplinary punishment measures				Value of Remediation (Baht)
Types of complaints, suspicions	All complaints received	Complaints Investigated and Confirmed as Valid	Verbal warning	Warning in writing	Work suspension	Lay off	Value of Remediation (Baht)
Corruption	811	796	–	7	–	789	0.00
Conflicts of Interest	4	4	1	–	2	1	0.00
Corruption and bribery	46	24	1	7	–	16	230,182.50
Trade competition and trade monopoly	–	–	–	–	–	–	0.00
Not following regulations or have inappropriate behavior	224	137	42	57	11	27	166,981.15
Collection, usage, and/or disclosure of personal information	–	–	–	–	–	–	0.00
Human rights	280	157	40	101	1	15	41,527.65
Total	1,365	1,118	84	172	14	848	434,527.65

Raise awareness, communicate, educate and organize campaign activities.

The Company aims to create awareness regarding compliance with good governance principles through communicating with employees at all levels, from executives to office staff, product distribution units to operations units, inclusive of companies within the CP ALL group to ensure operational compliance with the governance principles of “Honesty, Transparency, Fairness, Considerations for the Community, Society, and Environment”. Moreover, the Company has developed public relations media which proactively disseminates knowledge to target audiences through various channels, both offline and online, and includes activities for executives and employees to promote participation in good governance including:

Knowledge review and learning assessment test, CG Quiz for employees at all levels
Posters in the office and 7-Eleven stores
Communication videos and training “Ready to be a pillar, standing strong with the public and the communities”
Facebook group “Kon CP ALL”
Public relations information on emails and LINE application
Installation of Tent Cards about “Channels for Reporting Concerns and Complaints” in all offices within the business
Good governance communication video
Organize communication campaigns to reinforce comprehension of corporate governance and develop immunity
for employee safety
Announce the direction of CP ALL Corporate Governance Policy 2024 to executives, employees, Store Partners, and suppliers to encourage participation in propelling the organization of good governance forward throughout the value chain with “Goodness DNA 24 Hours” towards sustainability
CP ALL CG TALK & Variety CG Game 2024 event brings together Mister & Miss Good Governance, the new generation with the heart of good governance, driving the organization to end the year under the policy of “2 reduces, 4 creates, 1 DNA”
This project crowns Mister & Miss Good Governance, a new generation of leaders to promote good governance and uphold representative “ambassador” roles. The mentioned role entails disseminating gained knowledge among colleagues to promote understanding of good governance and correct application, participation in field trips to assist with developing management approach, promote sustainable corporate governance and disseminate knowledge in collaboration with all 343 selected representatives

In 2024, the Company organized training and knowledge assessment in terms of good governance and anti-corruption for 204,701 employees at all levels nationwide. Assessment results indicated that 100% of CP ALL business group employees possessed satisfactory awareness and comprehension. The Company simultaneously organized the “Goodness DNA 24 Hours” project to praise aspiring employees who have performed good deeds, assisted society, and created a lasting impression on customers, society, and communities, which includes suppressing fires, returning lost money to customers, etc. Employees who have performed good deeds are awarded ALL Member points, with a total of 141 employees cumulatively awarded 91,200 Baht in 2024. In addition, the Company supported the Anti-Corruption Journalists Association (Thailand) in organizing the award ceremony, ANTI-CORRUPTION AWARDS 2024, which is organized to honor individuals, agencies and organizations that adhere to the principles of good governance, work ethics, honesty and integrity

Management of complaints and corruption cases

The Company has established a policy for whistle blowing and the protection of whistleblowers (Whistleblowing Policy), along with establishing channels for reporting information or complaints related to fraud or unethical behavior within the organization. The channels for receiving complaints are as follows:

Whistleblowing Channels

Telephone Numbers

02 826 7744

Receiver:

Call Service

Telephone Numbers

02 071 2770 / FAX Number 02 071 8623

Receiver:

Internal Audit Division

Postal Address

Audit Committee, CP ALL Plc. 119, 16th floor, Thara Sathorn Bldg., Sathorn 5, South Sathorn Rd., Maha Mek, Sathorn, Bangkok 10120

Receiver:

Internal Audit Division

Email

AuditCommittee@cpall.co.th
CGcommittee@cpall.co.th
BOD@cpall.co.th

Receiver:

1. Audit Committee
2. Sustainability and Corporate Governance Committee
3. Board of Directors

Company’s Online

www.cpall.co.th/whistleblowing or www.facebook.com/CPALL7 (Inbox)
Application for Employees
CP ALL Connect>More>Portal>Whistleblowing

Receiver:

Corporate Communications Management Division
Receiver:
Internal Audit Division

The Company has established processes in managing complaints, corruption tips, and receiving reports of corruption incidents from various channels including the audit office and/or human resources department. The Company conducts preliminary fact checks with transparency and fairness through strict complaint handling protocols by dedicated inspectors. The Company has appointed a committee to further investigate the matter upon complaint validity confirmation. In a situation where an actual grievance has been conducted, penalty considerations and punishment towards the offenders will proceed according to specified measures in conjunction with a relevant report to the Board of Directors for acknowledgement.

To prevent recurrence of grievances, the Company reviews existing measures, considers enhanced measures for integration into operations, and communicates developments to relevant parties for strict compliance. In 2024, the Company received 824 reports of corruption which were verified and found to be true, totaling 19 million Baht worth of loss to the Company. All complaints have subsequently undergone due consideration and processing.

Status of Complaint Management for Fraud and Corruption Cases in 2024

Total number of complaints and whistleblowing of wrongdoing (cases)	Audit status		The number of cases reviewed and completed, and found to be guilty of corruption (cases)		Establishing measures to prevent recurrence
	Under investigation	Completed			In Process	Completed
861	7	854	824		0	824

Report on Violations and Disciplinary Actions

Type (Cases)	2021	2022	2023	2024	Measures of Penalty
Type (Cases)	2021	2022	2023	2024	Verbal warning	Warning in writing	Work suspension	Lay off
Conflict of interests	0	0	0	4	1	0	2	1
Corruption in reports (document Forgery and fraud)	7	6	13	24	0	13	0	11
Embezzlement	427	803	855	772	0	3	0	769
Corruption	0	0	2	24	1	7	0	16

Examples of Corrective Actions and Measures against Recurrence

Corruption, in the case of embezzlement at 7-Eleven stores’ operations

Supervision to ensure that employees correctly follow the specified procedures	Communicating and raising awareness among 7-Eleven store employees:	Mechanisms for monitoring and inspection:
Set up corruption reduction target for 7-Eleven stores’ operation line Establish a working group to develop and enhance the fraud risk management process related to 7-Eleven stores and customers Review the regulations and guidelines regarding the sales of the store’s products Improve operational standards for 7-Eleven stores, including guidelines on employees’ personal financial transactions Improving standards for inspecting store quality systems, such as cash verification by Field Consultants: FC, monitoring cash register usage, inspecting employee personal financial transactions, and conducting immediate cash counts upon store arrival Updating the identity verification standard by implementing Two-Factor Authentication (2FA) using One-Time Passwords (OTP) along with the User ID to enhance the security level of accessing operational systems. For example, when changing the password for Mobile POS, adding a step to send the OTP (One Time Password) to the personal mobile number of the employee who owns the User ID for identity confirmation, along with the national ID number and other personal information Following up on the outcomes of corruption cases at monthly senior executives meeting	Communicate business ethics and code of conduct in meetings of 7-Eleven stores’ operation line of each area quarterly, as well as Communicate and emphasize that employees at all levels should strictly comply with the policy and guidelines including: 1) Product Write-Offs – All product write-offs must be conducted in front of CCTV cameras. Employees purchasing products must record the transaction in the Product Consumption List (PCL) every time. 2) Promotional Product Sales – The sale of promotional products through both offline and online channels must be conducted correctly and in accordance with company regulations. Prohibited actions include bulk sales, invoice splitting, and altering customer payment channels Organize training and education representatives of 7-Eleven’s operation line representatives through the project Mister & MissGood Governance Develop and administer a test on the company’s sales regulations for 7-Eleven operational employees to enhance their knowledge and understanding of the company’s sales policies and guidelines Having an emphasis on store managers the importance of keeping employee records up to date Organizing meetings to promote positive attitudes toward life and work for employees and caution against common pitfalls Communicateandprevent misconduct by compiling statistics on detected fraud and improper actions, along with providing Do’s and Don’ts guidelines for implementation. This information will be disseminated through the FC CONFERENCE, held nationwide on a monthly basis	Supervisors monitor/examine employees’ work regularly, such as: 1. Random cash counts at branch stores without prior notice. 2. Reviewing wage reimbursement by comparing the store branch’s task roster with the work performance certificates in the system. 3. Conduct random inspections of product write-offs performed in front of CCTV cameras and cross-check them with the system-generated write-off reports Develop the transaction notification system through Alert Banking Agent to categorize those performing transactions, unusual accounting items, or suspicious items through the counter service channel, enabling faster identification of abnormal cases and damage prevention Set up a monitoring system and a lock system preventing employees from doing Banking Agent transactions in the stores where they work Sales in all channels (Offline/Delivery/All Online) through the website “Buddy” to monitor and close the sale of the stores with abnormal transactions Improve the task closure system following the monitoring of irregularities on the “Buddy” website, ensuring that the responsible personnel attach supporting evidence for verification with every task closure Develop alert notification systems and inspect abnormal money top-up and payments through the 7Delivery app and Mobile POS. Examples are the cases of riders with high top-up frequency and amounts in TMW or customers requesting cash payments but paying via TMW Enhance the stringency of enforcement measures when sales activities are found to be non-compliant with regulations Enhance the system to regulate the appropriateness of stock quantities in alignment with actual sales volumes. Additionally, implement monitoring and tracking of excessive promotional product orders by branch stores to prevent improper, incorrect, or non-compliant sales practices, such as bulk sales and invoice splitting, which violate company regulations Monitor abnormalities in sales cancellation transactions (voided receipts) Implement control systems to monitor sales during promotional periods, such as generating reports on irregular sales transactions during stamp promotions and notify supervisors to inspect branch store sales Enhance data storage systems by managing additional logs when processing product sales via Mobile POS, including device information, location, and MAC address Develop a device verification system (Mobile POS) to comply with the Company security standards; transactions will not be allowed if the device is not registered with the Company Conduct inventory audits by the accounting team to ensure the completeness and accuracy of store products Follow up operations through CCTV cameras in an online format Inspection of the store quality system by the store quality system inspection unit The Loss Prevention team monitors CCTV footage online to oversee product sales, identify irregularities, and provide guidance on proper procedures for branch stores. Additionally, on-site inspections are conducted at branch stores where physical inventory counts do not match the recorded accounting values

Supervision to ensure that employees correctly follow the specified procedures

Communicating and raising awareness among 7-Eleven store employees:

Mechanisms for monitoring and inspection:

Set up corruption reduction target for 7-Eleven stores’ operation line
Establish a working group to develop and enhance the fraud risk management process related to 7-Eleven stores and customers
Review the regulations and guidelines regarding the sales of the store’s products
Improve operational standards for 7-Eleven stores, including guidelines on employees’ personal financial transactions
Improving standards for inspecting store quality systems, such as cash verification by Field Consultants: FC, monitoring cash register usage, inspecting employee personal financial transactions, and conducting immediate cash counts upon store arrival
Updating the identity verification standard by implementing Two-Factor Authentication (2FA) using One-Time Passwords (OTP) along with the User ID to enhance the security level of accessing operational systems. For example, when changing the password for Mobile POS, adding a step to send the OTP (One Time Password) to the personal mobile number of the employee who owns the User ID for identity confirmation, along with the national ID number and other personal information
Following up on the outcomes of corruption cases at monthly senior executives meeting

Communicate business ethics and code of conduct in meetings of 7-Eleven stores’ operation line of each area quarterly, as well as
Communicate and emphasize that employees at all levels should
strictly comply with the policy and guidelines including: 1) Product
Write-Offs – All product write-offs must be conducted in front of CCTV cameras. Employees purchasing products must record the transaction in the Product Consumption List (PCL) every time. 2) Promotional Product Sales – The sale of promotional products through both offline and online channels must be conducted correctly and in accordance with company regulations. Prohibited actions include bulk sales, invoice splitting, and altering customer payment channels
Organize training and education representatives of 7-Eleven’s operation line representatives through the project Mister & MissGood
Governance
Develop and administer a test on the company’s sales regulations for 7-Eleven operational employees to enhance their knowledge and
understanding of the company’s sales policies and guidelines
Having an emphasis on store managers the importance of keeping employee records up to date
Organizing meetings to promote positive attitudes toward life and work for employees and caution against common pitfalls
Communicateandprevent misconduct by compiling statistics on detected fraud and improper actions, along with providing Do’s and Don’ts guidelines for implementation. This information will be disseminated through the FC CONFERENCE, held
nationwide on a monthly basis

Supervisors monitor/examine employees’ work regularly, such as: 1. Random cash counts at branch stores without prior notice. 2. Reviewing wage reimbursement by comparing the store branch’s task roster with the work performance certificates in the system. 3. Conduct random inspections of product write-offs performed in front of CCTV cameras and cross-check them with the system-generated write-off reports
Develop the transaction notification system through Alert Banking Agent to categorize those performing transactions, unusual accounting items, or suspicious items through the counter service channel, enabling faster identification of abnormal cases and damage prevention
Set up a monitoring system and a lock system preventing employees from doing Banking Agent transactions in the stores where they work

Sales in all channels (Offline/Delivery/All Online) through the website “Buddy” to monitor and close the sale of the stores with abnormal transactions
Improve the task closure system following the monitoring of irregularities on the “Buddy” website, ensuring that the responsible personnel attach supporting evidence for verification with every task closure
Develop alert notification systems and inspect abnormal money top-up and payments through the 7Delivery app and Mobile POS. Examples are the cases of riders with high top-up frequency and amounts in TMW or customers requesting cash payments but paying via TMW
Enhance the stringency of enforcement measures when sales activities are found to be non-compliant with regulations
Enhance the system to regulate the appropriateness of stock quantities in alignment with actual sales volumes. Additionally, implement monitoring and tracking of excessive promotional
product orders by branch stores to prevent improper, incorrect, or non-compliant sales practices, such as bulk sales and invoice splitting, which violate company regulations
Monitor abnormalities in sales cancellation transactions (voided receipts)
Implement control systems to monitor sales during promotional periods, such as generating reports on irregular sales transactions during stamp promotions and notify supervisors to inspect branch store sales
Enhance data storage systems by managing additional logs when processing product sales via Mobile POS, including device information, location, and MAC address
Develop a device verification system (Mobile POS) to comply with the Company security standards; transactions will not be allowed if the device is not registered with the Company
Conduct inventory audits by the accounting team to ensure the completeness and accuracy of store products
Follow up operations through CCTV cameras in an online format
Inspection of the store quality system by the store quality system inspection unit
The Loss Prevention team monitors CCTV footage online to oversee product sales, identify irregularities, and provide guidance on proper
procedures for branch stores. Additionally, on-site inspections are conducted at branch stores where physical inventory counts do not
match the recorded accounting values

Elevating compliance culture with laws, regulations and policies

The Company has established a Legal and Compliance department to oversee various departments within the organization in terms of legal matters. Through providing legal consultation and monitoring legal developments published in the Royal Gazette and drafted laws in cabinet meetings, the department notifies relevant departments of potential legal risks and solutions in addition to organizing legal knowledge training. This measure provides various departments with comprehension and awareness regarding material legal developments and best practices in response to respective developments.

In 2024, laws related to the Company’s operations were disseminated through an organization-wide communication system in addition to providing relevant employee training, for instance trade competition laws, intellectual property laws, technology and digital laws, advertising and promotion laws, and regulations associated with trademark laws, halal certification, price tags, and advertising media. 5,000 employees from 692 7-Eleven stores received relevant legal training to acquire improved comprehension, awareness of legal matters in operations, and respective legal compliance

Elevating oversight mechanisms, inspection systems, and reports

The Company promotes compliance with laws, regulations and policies by announcing the Compliance Policy and a Compliance Charter to establish the roles and responsibilities of relevant parties, from the board of directors, executives, employees to stakeholders. Through observing the stated policy and charter, inclusive of determining the scope and responsibilities of legal compliance oversight within various departments both within the Company departments and its subsidiaries, operations proceed according to laws and regulations. The various legal consultations provided by the legal department to multiple departments include the evaluation of operations which may pose legal risk and the creation of a checklist related to laws, regulations, and policies, to support high-risk departments in reducing risks and increasing effectiveness in legal compliance.

Furthermore, to enhance the efficiency of legal screening and monitoring for implementation, the Company has integrated the “Compliance Universe System” IT system and applications to be used as a repository and filter of laws related to respective department of CP ALL and its subsidiaries.

The Company additionally developed governance mechanisms and a system to verify and report legal compliance performance in relation to each department within the Company and its subsidiaries.

Related Policy and Guideline

Anti-Corruption Policy	Download
Anti-Corruption Procedures	Download
Gift and Hospitality Procedures	Download
Charitable Contribution Procedues	Download
Sponsorship Procedures	Download
Whistleblowing Policy	Download
Anti-Money Laundering Policy	Download
Anti-Corruption Regulatory Violation Guideline	Download