Our Responsibility - doc3

Empathetic
Each and every Maybanker knows exactly what it is like to be a customer, and we treat our customers in the way we
would like to be treated ourselves. We do our best to go beyond merely understanding their needs and, over time, to
develop a personal relationship built on trust and mutual respect.

170 Maybank Annual Report 2011 OUR RESPONSIBILITY
Corporate
Responsibility
One of the Global CSR Day outreach programmes at a refugee centre in Kuala Lumpur.
As part of our mission to be a leader in responsible corporate citizenship,
Maybank seeks to collaborate with organisations that provide
opportunities for economic, environmental and social development. In
addition to creating opportunities and growth through our business, we
aim to fulfil our social responsibility by fostering unique and sustainable
values that have a positive impact on society.

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We also recognise that the single most important
force in our organisation is our employees, who have
helped to transform Maybank from a domestic leader
into a strong regional corporate citizen.
Our Corporate Responsibility (CR) initiatives and
programmes focus on the four pillars of Community,
Environment, Workplace and Marketplace. We are
committed to meeting community needs, to
conserving the environment, and to nurturing our
employees. Through our mission to humanise
financial services across Asia, we aspire to become a
regional financial services leader.
The Maybank Foundation
Maybank employees have worked tirelessly to support
Malaysia in its continuing efforts to promote social
and economic development. From 2011, these efforts
will be coordinated within the Maybank Foundation
which has been set up to implement the Group’s
Corporate Responsibility (CR) initiatives and
programmes.
Focusing on community investments and
environmental conservation with an initial pledge of
RM50 million over three years, the Maybank
Foundation aims to set a new standard in CR activities
that goes beyond philanthropy to deliver meaningful
programmes with lasting impact.
Moving forward, the Maybank Foundation hopes to
initiate and support programmes with various
non-governmental organisations (NGOs), biodiversity
and conservation projects across the region and the
continuation of our Cahaya Kasih programme for
volunteering at children’s homes around the country.
Community
Cahaya Kasih
Under the banner Cahaya Kasih, our employee
volunteerism programme allows employees to
volunteer their time and share their knowledge with
various less fortunate community groups. In
partnership with the Ministry of Women, Family and
Community Development’s Rumah Singgahan Kasih
Maybank, various CR programmes were launched,
A children’s story telling competition to promote national unity.
providing our employees with opportunities to
participate in impactful community development
work. Our volunteers engage with residents of the
adopted homes through activities aimed at
promoting social care, education, skill-building and
improving quality of life.
PINTAR Foundation
Our partnership with PINTAR Foundation saw the
adoption of our two schools into its third year,
bringing a variety of incentives and encouragement in
recognition of the academic achievements and
excellence in sports to the indigent students of the
schools. This is in addition to our contribution of
computers to enhance computer literacy amongst the
students and conducting English courses for the
teachers to improve their English proficiency and
capabilities. Our adopted schools are Sekolah
Menengah Kebangsaan Sungai Ara and Sekolah
Kenbangsaan Sungai Duri both located in Pulau
Pinang.
We are also happy the schools and students have
been receptive to the various programmes to improve
their overall academic performance. Among the
academic achievements was an increase in the
number of students who obtained their SPM, from
71.9% in 2009 to 88.4% in 2010.
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172 Maybank Annual Report 2011 OUR RESPONSIBILITY
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Rumah Kanak-Kanak Tengku Budriah
Rumah Kanak-Kanak Tengku Budriah (RKKTB) in
Cheras, Kuala Lumpur is just one of the seven homes
adopted by Maybank under our home adoption
programme. During the adoption period, we have
provided educational support and nurture, general
health and hygiene sessions, and academic excellence
rewards to the children of the home.
The tutorial sessions are now being conducted in
Menara Maybank, which also gives the children the
excitement of visiting the Head Office of the country’s
leading financial institution. This is in addition to our
material contributions and upgrading of the home’s
premises.
Visits to RKKTB are organised on festive occasions to
deliver clothing and food to the residents, and special
educational as well as recreational outings are also on
the agenda. Some of the children of RKKTB have
found themselves mentors in our employees and have
progressed in their studies and personal
development. We intend to track the children’s
progress going forward as part of our commitment to
continue with our adoption of RKKTB beyond 2011.
Close To You
On 20 November 2010, we became the first Malaysian
financial institution to conduct a simultaneous global
CSR event involving some 10,000 Maybank employees
worldwide. This momentous occasion saw our
employees carry out CSR activities in every location
where Maybank operates, including Singapore,
Indonesia, the Philippines, Brunei, Cambodia, Vietnam,
Hong Kong, Beijing, Shanghai, Bahrain, London, New
York and Papua New Guinea. Themed ‘Close To You’,
the programme focused on five key areas: education,
welfare, sports, environment and health/medical
needs.
In preparation for the inaugural event, our employees
contributed their own funds and organised various
fund raising activities for their respective projects to
underline our mission to humanise financial services
globally. Projects ranged from hosting a Children’s
Day in a resettlement community to donations of
school supplies to the Maharlika Elementary School
and assisting in the ongoing medical mission in
Manila.
Some 100 families in San Fernando, Pamapanga were
recipients of food and grocery packs while
Maybankers in the Vis-Min region visited the Padre Pio
House of Children and brought toiletries, basic food
items and other necessities needed by the orphanage.
International Women’s Day
As Malaysia’s leading financial institution, we believe
we have a role to play in setting the standard for
good CR practices with regard to support for women.
This is aligned to our policy that accords equal
employment opportunities with meritocracy and
fairness as the underlying principles. Over the years,
we have adopted strategies to acknowledge our
female employees’ contribution. 2011 saw us
collaborating with the Ministry of Women, Family and
Community Development on a number of sustainable
initiatives to empower women in society.
We celebrated this year’s International Women’s Day,
the first by a financial institution with the Ministry.
The Bank and its IT outsourcing partner CSC in
Malaysia, teamed up and contributed 200 refreshed
computers to single mothers nationwide under the
Rumah Nur programme managed by the Department
of Women’s Development, Ministry of Women, Family
and Community Development to improve their
computer literacy skills. Maybank employees
nationwide also contributed their time to educate the
women on the effective use of computers as well as
broaden their boundaries in communication and
networking.
Other activities organised at our Head Office around
the three day celebration were:
v
v
v
A forum entitled ‘Empowering Women to
Challenges : Change and Financial
Independence’ where various issues relating to
women’s contribution to the economy were
addressed.
A sales carnival that featured products made by
single mothers from the Rumah Nur centres in
the Federal Territory and Selangor to create
greater awareness of the single mothers’ efforts
and to generate income for themselves.
Talks that covered topics from women’s sexuality
and financial independence to self-defence for
women.

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Mother’s Day Celebration with Inmates of
Kajang Prison
During the year, another initiative for women’s
emacipation was organised for female inmates at
Kajang Prison. Fifty five Maybank volunteers touched
the hearts of many when they volunteered to
celebrate Mother’s Day with 49 female inmates and
their family members at Kajang prison.
The visit was an occasion for Maybankers to
remember a segment of the society undergoing
correctional rehabilitation and provide assistance for
their self support upon release. The half day activity
with inmates and their chargers also gave extended
reconciliation time to inmates with their family
members outside the scheduled visits. Maybankers
raised funds to donate two shoe sewing machines to
help them acquire new marketable skills for economic
independence and empowerment when they return
to society. Three electronic Qurans were also donated
for their spiritual needs.
Sports
Maybank supports and promotes programmes that
encourage the holistic development of the next
generation of future leaders and those aspiring to be
sportspersons. This year 2011 also saw us renewing
our support for the nation’s premier golf tournament
following our five-year sponsorship of the Maybank
Malaysian Open between 2006 and 2010. The
confirmation of our commitment for another five
years as the title sponsor of the Malaysian Open
brought about the participation of young sensations
like Louis Oosthuizen and Charl Schwartzel from
South Africa and Rory McIlroy from Ireland.
Being at the heart of
the community through
various social and
educational projects.
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174 Maybank Annual Report 2011 OUR RESPONSIBILITY
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The tournament prize money was also increased to
US$2.5 million, while the number of Malaysian golfers
in the draw rose from 17 to 22. Meanwhile, we
appointed Danny Chia and Mohd Shaaban Hussin as
the ambassadors of the Maybank Malaysian Open
2011 to help them realise their potential and
hopefully become international champions in the
future.
We also brought immense joy to some 20,000 school
children from our adopted schools round the country
when we enabled them to watch the football match
between England’s Chelsea FC and our very own
Harimau Muda in July 2011 in Putra Stadium Bukit
Jalil.
This sponsorship is in line with our CR programmes
and our holistic approach to engagement with our
adopted schools, combining the development of
education with sports and activities.
Environment
Biodiversity
The Maybank-MYCAT partnership for tiger
conservation in Malaysia involves scientific and
research studies, outreach programmes and
enforcement support. Maybankers volunteered at the
tiger conservation outreach event held at Kiara Park
Taman Tun Dr Ismail, highlighting the drastic decline
of tigers worldwide. This event raised awareness of
the plight of the Malayan tiger and the need to
protect tigers to maintain the ecological balance. Our
RM1 million grant will assist in the implementation of
the National Tiger Action Plan, which aims to have
about 1,000 wild tigers in the Central Forest Spine by
2020.
Disaster Relief
With floods hitting the northern region of the country
towards the end of 2010, we felt the need to provide
relief assistance to the thousands of Malaysians who
were forced to leave their homes. Once again, we
offered a six-month moratorium on monthly
instalment payments and a waiver of certain charges
on a case-to-case basis for our fellow Malaysians
affected by the floods. The moratorium was extended
to businesses, SMEs and consumer customers and was
the fourth moratorium we have offered to customers
struck by natural disasters since 2007.
Aimed at relieving the difficulties faced by our
customers, our disaster relief programme is yet
another of our humanitarian programmes and reflects
our commitment to humanise financial services. Our
insurance arm, Etiqa, reported processing claims in
excess of RM13.10 million from flood-affected
policyholders in Kedah and Perlis. Maybankers played
their part by pooling over RM270,000 to help
colleagues who were affected by the floods.
Following the deadly earthquake and tsunami in
Japan which claimed tens of thousands of lives and
rendered millions homeless, we at Maybank wasted
no time in setting up a fund with The Malaysian Girl
Guide Association. Known as The Malaysian Girl
Guides Maybank Disaster Fund, this was an initiative
to lend a hand to the Japanese people struck by the
tragedy. The Malaysian public was extremely
enthusiastic in their response and within a short
period of time the collection rose to over RM2 million,
making it the highest collection for charity by a group
ever recorded in the Malaysian Book of Records.
Green Technology Financing
With awareness of green technology gaining
prominence in Malaysia, we at Maybank play our part
in support of the Government’s Green Technology
Financing Scheme. Some of the green projects
financed locally by us include waste water treatment
plants, solid waste recycling plants, an oil palm
biomass steam powered generator, and the
construction of green buildings. We have also
financed green projects in our operations in the
Philippines, Indonesia, China and Vietnam.
In recognition of our efforts and contribution, we
received the Best Financial Planner Award from the
Credit Guarantee Corporation.
Marketplace
Maybank continues its efforts to rigorously adhere to
responsible business practices when engaging with its
stakeholders – particularly its customers, suppliers
and investors – so as to provide a clear understanding
of Maybank’s performance and enhance their
experience with us.

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Marketing and Communications
Maybank’s marketing policy complies with the
Product Transparency and Disclosure guideline set by
Bank Negara Malaysia (BNM) and other statutory
bodies such as the Public Islamic Dividend Fund
(PIDF). The guideline aims to enhance disclosure
quality, and requires disclosures to be made in a clear,
concise and timely manner. More than ten training
sessions were conducted during FY2011 to ensure
that Maybank’s officers are familiar with and
understand our products and services.
Customers
Customers are core to Maybank’s sustainability
strategy and we are conscious of our responsibility to
provide both our business and individual customers
with quality products and services. We offer honest
advice and treat all customers fairly in accordance
with our Code of Conduct, ensuring transparency in
our dealings and transactions with them.
We conduct an External Customer Engagement
Survey (ECES) to gather valuable customer feedback
and input on our products and services. Our ECES
rating increased from 34% to 40% in 2011 due to a
higher customer satisfaction level with our
Community Financial Services (CFS) division.
We manage customers’ feedback and complaints
through various monitoring systems and websites.
The channels by which customers may lodge
complaints include Maybank’s branches, contact
centres and stores. The contact details of the
centralised complaint unit of Maybank are also
available on the Maybank and BNM websites.
Products and Services
Maybank actively seeks to promote environmental
and socially responsible products and services in its
pursuit of business. Among our socially responsible
products are ATMs for the disabled, housing loans for
the poor, microfinance, a clean energy fund, a Green
Technology Financing Scheme (GTFS) and Maybank
e-statements, which reduce paper use dramatically.
Vendors
Maybank is committed to world-class procurement
practices that support the Group’s business, financial
and strategic objectives. We are committed to
working with key suppliers towards the goal of
continual improvement in environmental, social and
ethical performance.
Getting closer to
communities helps us
to enrich the lives of
people around us.
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176 Maybank Annual Report 2011 OUR RESPONSIBILITY
Corporate
Responsibility
We assess our suppliers on these issues and expect
the strict implementation of a management system
which indirectly influences all vendor processes. All
suppliers must comply with the Company’s
declaration of conflict of interest. In addition,
employees must adhere to the Maybank Code of
Ethics. Any approach by a vendor that goes beyond
the bounds of courtesy, or involves the offer or
receipt of gifts, is reported to the employee’s superior.
Prevention of Corruption
Maybank’s Anti-Fraud Framework provides policy,
strategy and a broad set of principles to enable the
Group to prevent fraud and to promote a high
standard of integrity. It also highlights roles and
responsibilities at every level for preventing and
responding to fraud. Additionally, the framework
educates employees about what channels of
communication should be employed when
communicating with external parties, and proposes
methods to be employed in safeguarding sensitive
and confidential information.
Investor Relations
We engage in constant dialogue with our investors
and shareholders through Annual General Meetings
(AGMs), Extraordinary General Meetings (EGMs), group
conferences and various investor relations
programmes. Our AGMs and EGMs are the primary
platform for direct two-way interaction between the
board and the management of the Group and our
shareholders. We keep investors updated on the
Group’s performance, KPIs, strategies and key business
activities including quarterly financial announcements.
Information about the Group’s financial performance
is available on our website.
In 2011, we administered our first Group-wide
Employee Survey. The 2011 survey showed :
v
v
High employees’ participation in the survey
where 92% of Maybank Group employees
participated and BII for the first time participated
with 95% responding to the survey.
Employees Engagement levels remain high when
compared against Towers Watson Global High
Performance Companies Norm.
Health and Safety at Work
Maybank is committed to providing a safe, healthy,
secure and conducive workplace for all its employees,
contractors, visitors and customers. Our commitment
to the effective implementation of our Occupational
Safety and Health (OSH) policy will help us achieve a
work environment of zero harm for all people that
work within or visit our workplaces.
Our OSH programmes and campaigns focus on
strengthening our OSH management structure and
increasing OSH awareness within Maybank. Recent
campaigns have focused primarily on healthy lifestyle
and health talks to educate employees on ways to
maintain a sense of well-being.
Training and Career Development
Please refer to Group Human Capital Section.
For the second consecutive year, we are producing a standalone
Sustainability Report on our Corporate Responsibility initiatives
and programmes. Focusing on the four pillars of Community,
Environment, Workplace and Marketplace, they will be reported
on an annual basis to keep our stakeholders abreast of our
Corporate Responsibility efforts.
WORKPLACE
Relationship with Employees
We believe an engaged workforce has the capability
to deliver sustainable financial performance and a
significant competitive advantage. We survey to
measure the level of employee engagement within
the Group. It enables management to identify what
needs immediate attention to address gaps and issues
as well as to act on the insights.

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Maybankers are ever ready to make a difference in the community.
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178 Maybank Annual Report 2011 OUR RESPONSIBILITY
Investor
Relations
Investor Relations (IR) continued its efforts to engage the
investment community effectively through various communication
channels.
The IR team is tasked with providing stakeholders with insights into Maybank’s performance and business
operations. In FY2011, in enhancing IR effectiveness and in the light of the global economic crisis, we stepped
up communication with the investment community and financial markets, emphasising the strength of
Maybank’s franchise, our business outlook and risk mitigation. We also undertook a host of activities in line with
corporate developments.
Highlights
v We participated in more roadshows to enhance engagement with stakeholders
v We improved the integration and coordination of IR within the Group
v We initiated share register analysis to better understand our shareholders
v We attracted greater analyst coverage
v We received more buy recommendations and higher target price
Analyst Briefings
As in previous years, for the half year and full year results we ran media and analyst briefings, complemented by
conference call facilities, while for the first and third quarters we ran conference calls. For the results
announcement, presentations and other relevant documents are made available on the corporate website. In
addition, we have started to announce results during lunch time since 2nd Quarter FY2011 and conducted
media and analyst briefings immediately thereafter to allow analysts to prepare their report in time for market
trading and media printing the next day.
Key Events
Date
Results Announcement
First Quarter 12 Nov 10
Second Quarter 21 Feb 11
Third Quarter 12 May 11
Fourth Quarter 22 Aug 11
Other Events
Annual General Meeting for FY2010 29 Sep 10
Kim Eng acquisition announcement 6 Jan 11
Extraordinary General Meeting on employee share scheme and update on Kim Eng acquisition 13 Jun 11
FY2011
FY2010
Results Announcement: Analyst briefings 2 2
Results Announcement: Teleconferences 2 2
Number of companies met (in-house meetings and roadshows) 238 233
Number of analysts/fund managers met
325 281
(in-house meetings and roadshows)
Non-deal roadshows 6 5

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In-House Meetings
Growing interest from the investment community has led to more requests for meetings with senior
management. The Group met 325 analysts and fund managers in 238 meetings, up 15.7% and 2.2% respectively
from the year before.
Roadshows and Conferences
To provide a better understanding of the Group’s performance, development and future direction, we regularly
take part in local and international conferences and roadshows, including such high profile events as:
v The 17th CLSA Investors’ Forum 2010 in Hong Kong
v Invest Malaysia Kuala Lumpur 2011
v Invest Malaysia New York/San Francisco 2011
At these events, senior management updated participants on Group strategy and initiatives. A key update for
FY2011 was on the acquisition of Kim Eng Holdings.
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180 Maybank Annual Report 2011 OUR RESPONSIBILITY
Investor
Relations
Venue Event Date Organiser
Hong Kong 17th CLSA Investors' Forum 2010 14 – 17 September 2010 CLSA
UK Non-deal roadshow 6-8 October 2010 Nomura
Singapore Singapore roadshow 12 October 2010 Citigroup
Singapore Non-deal roadshow 10 January 2011 UBS
Tokyo Non-deal roadshow 31 January 2011 Nomura
Singapore Non-deal roadshow 3 – 4 March 2011 Nomura
Kuala Lumpur BII roadshow 4 March 2011 Maybank/BII
Kuala Lumpur Invest Malaysia Kuala Lumpur 2011 12 – 13 April 2011 Maybank-IB
NewYork/
San Francisco
Invest Malaysia NewYork/
San Francisco 2011
17 – 19 May 2011 Maybank-IB/CIMB/
JP Morgan
AGM/EGM
Our 50th Annual General Meeting was held on 29
September 2010. We also held an Extraordinary
General Meeting on 13 June 2011 to obtain
shareholder approval for the proposed Employee
Share Scheme (ESS) and to update shareholders on
the progress of the Kim Eng acquisition.
Website
The Maybank corporate website at www.maybank.com
recorded increased hits and queries from both local
and foreign visitors. One important initiative covered
by the website was the Dividend Reinvestment Plan
(DRP). A DRP micro-site was developed to provide vital
information including dividend details, key dates and
announcements, as well as a DRP calculator to enable
shareholders to compute their dividend entitlement.
Share Register Analysis
We initiated Share Register Analysis, which provides a
breakdown of shareholders by profile, amount of
shareholding, investment style and geographical
location. This helps us better understand our
shareholders and enables us to organise investor
meetings, conferences and roadshows more
effectively.

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Credit Rating
As part of our policy of providing both stakeholders
and the public with independent information, we
maintain credit ratings with five rating agencies: RAM
Ratings, Malaysian Rating Corporation (MARC),
Standard and Poor’s (S&P), Fitch Ratings and Moody’s
Investors Services.
Updates to Shareholders
Key events we reported in FY2011 included:
v A second consecutive year of record profit after
tax and minority interest (PATAMI), which rose to
RM4.45 billion despite the competitive banking
landscape and a weaker outlook for economic
growth.
v The acquisition of Kim Eng announced on
6 January 2011. We expect Kim Eng to drive the
Group’s investment banking business and
increase profit contribution from overseas.
v The progress of the Group’s transformation
programme and strategic objectives which will
carry the business to a higher level.
v The House of Maybank structure providing
greater alignment of business units and
increased efficiency.
v The success of our capital-raising exercise, with
our subordinated notes of SGD1 billion
oversubscribed 1.7 times. This was the largest
ever single tranche transaction for a Malaysian
borrower in Singapore.
v A 74.9% dividend payout ratio, well above our
payout ratio policy of 40-60%.
v The success of our DRP, which achieved a
reinvestment rate of 91%, reflecting shareholder
confidence in the Group.
v A final dividend of 32 sen, bringing the total
dividend for FY2011 to 60 sen per share, as
against 55 sen in FY2010.
Analyst Coverage
As at June 2011, Maybank was covered by 29 research
houses. Kim Eng Research Sdn Bhd ceased coverage
after it became part of the Group while Goldman Sachs
(Singapore) Pte started coverage in May 2011. During
the year, broader coverage by local and foreign
sell-side equity research houses reflected greater
interest in the Group.
No. Research House No. Research House
1 Affin Securities 16 JP Morgan
2 Alliance Research 17 KAF Seagroatt & Campbell
3 AmResearch Sdn Bhd 18 Kenanga Investment Bank
4 BNP Paribas 19 Macquarie
5 BOA Merrill Lynch 20 MIDF Research
6 CIMB 21 MIMB
7 Citigroup 22 Nomura Securities
8 CLSA Asia Pacific 23 OSK Research
9 Credit Suisse 24 RHB Research Institute
10 Deutsche Bank 25 Standard and Poor’s
11 ECM Libra Avenue 26 Standard Chartered
12 Goldman Sachs 27 TA Securities
13 Hong Leong Investment Bank 28 UBS Securities
14 HwangDBS Vickers 29 UOB Kay Hian
15 Inter-Pacific Research
Analyst Recommendations
We received 20 Buy calls compared to 16 last year with
only 2 Sell calls from 5 last year. Analysts also increased
their target price. On average, Maybank’s target price
was raised from RM9.98 from RM8.16, an increase
of 22%.
Refer to page 216 for Investor Relations and Shareholders
Communication, and page 46 for Maybank Share.
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