SUSTAINABILITY REPORT - Seylan Bank

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Seylan Bank PLC Annual Report 2010 181Product and Service Labelling and MarketingCommunications (PR3 to PR7)The Bank always discloses all relevant informationregarding its products and services to enablecustomers to make informed and considereddecisions. Likewise, the Bank carries out itsmarketing campaigns in an ethical and sociallyresponsible manner so as not to mislead people.During 2010 the Bank initiated a survey/study through an external specialised company toevaluate and improve customer satisfaction andits level of service. The Bank also carried out anevaluation of its effectivity of its sales platform andstaff by analysing certain skills such as:• Reliability, responsiveness at each customertouch point• Service excellence• Knowledge of key products, productmodifications, promotions of staff• Compliance with company standards relatingto service and branding• Overall friendliness and cooperativeness• Branch image and accessCompliance with Product Responsibility(PR2, PR4 and PR9)There were no incidents during the year regardingnon-compliance with regulations and voluntarycodes concerning health and safety issues inrelation to our products or services. Likewise, wedid not encounter any incident of non-compliancewith regulations regarding information orlabelling of products or services, or our marketingcommunications. Further, the Bank was not subjectto any fine or surcharge arising from breach of lawsand regulations concerning the provision and use ofour products and services.G3 STANDARD DISCLOSURES AND REPORTAPPLICATION LEVELReport Application LevelThis Sustainability Report is prepared in accordancewith the Global Reporting Initiative (GRI) - (G3)indicator protocols. Seylan Bank self-declares aB+ level rating against the G3 application level andobtained an independent limited assurance reportas set out on pages 182 and 183 as a first steptowards positive assurance of our sustainabilityprocesses and reporting.Customer Privacy (PR8)The Bank places great importance on customerprivacy and confidentiality of information. Wehave in place an opportunity for our customers tolodge their complaints directly with the PersonalAssistant to the General Manager/CEO.There were no major complaints or incidentsreported under the parameters mentioned below:• breach of customer privacy• loss of customer dataMandatoryOptionalSelf-DeclaredThird Party CheckedGRI CheckedC C+ B B+ A A+√
182Seylan Bank PLC Annual Report 2010INDEPENDENT LIMITED ASSURANCE REPORTON THE SUSTAINABILITY REPORT FOR THE YEAR ENDED 31ST DECEMBER 2010INTRODUCTIONWe were engaged by the Board of Directors ofSeylan Bank PLC to provide limited assurance onthe Sustainability Report for the year ended Dec 31,2010 of Seylan Bank PLC (‘the Report’) as set out onpages 154 to 189 of the Annual Report.Managements’ responsibility and thecriteria appliedManagement is responsible for the preparationand presentation of the Report in accordance withthe GRI Sustainability Reporting Guidelines asdescribed in the Report, and the information andassertions contained within it; for determining theSeylan Bank PLC objectives in respect of sustainabledevelopment performance and reporting, includingthe identification of stakeholders and materialissues; and for establishing and maintainingappropriate performance management andinternal control systems from which the reportedperformance information is derived.Our responsibilities and compliance withSLSAE 3000Our responsibility is to carry out a limited assuranceengagement and to express a conclusion based onthe work performed. We conducted our engagementin accordance with Sri Lankan Standard onAssurance Engagements SLSAE 3000: AssuranceEngagements other than Audits or Reviews ofHistorical Financial Information, issued by theInstitute of Chartered Accountants of Sri Lanka.That standard requires that we comply withapplicable ethical requirements, includingindependence requirements, and plan and performthe engagement to obtain limited assuranceabout whether the Report is free from materialmisstatement.Summary of work performedA limited assurance engagement on a sustainabilityreport consists of making inquiries, primarilyof persons responsible for the preparation ofinformation presented in the sustainabilityreport, and applying analytical and other evidencegathering procedures, as appropriate. Theseprocedures included:• Inquiries of management to gain anunderstanding of Seylan Bank PLC processesfor determining the material issues for SeylanBank PLC key stakeholder groups.• Interviews with senior management andrelevant staff at group level and selectedbusiness unit level concerning sustainabilitystrategy and policies for material issues, and theimplementation of these across the business.• Interviews with relevant staff at corporate andbusiness unit level responsible for providingthe information in the Report.• Inquiries about the design and implementationof the systems and methods used to collect andprocess the information reported, includingthe aggregation of data into information aspresented in the Report.
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SUSTAINABILITY REPORT - Seylan Bank

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