Sustainability Report 2024
Making
Sustainability Count
Sustainability Highlights 2024
Message from Our CEO
Full
Report
Sustainability Highlights 2024
Message from Our CEO
Full
Report
Asian Telecom Awards 2024
B2B Client Initiative of the Year - Cambodia
EuroCham Cambodia
Technology Leader Award on ESG Contest and Award 2024
Asian Telecom Awards 2024
HR Initiative of the Year - Cambodia
Smart Axiata
Gold Certificate of Tax Compliance
We believe that progress is only meaningful when it is shared. As Cambodia continues its journey into the digital era, we stand not only at the forefront of innovation, but at the heart of national transformation. The rapid pace of technological advancement — from AI to cloud computing to 5G — is unlocking new frontiers for growth, but the true impact of these technologies lies in how they uplift people and communities.
Cambodia is experiencing a pivotal moment in its digital evolution. While digital services continue to expand and benefit more segments of society, we recognize that ensuring equitable access and participation remains a shared responsibility. Progress must be inclusive, and sustainability must be intentional.
That's why this year's theme, “Making Sustainability Count”, resonates deeply with us. While sustainability is sometimes seen as a branding exercise, at Smart, it is a core part of our strategy. It's not just the right thing to do for society — it's essential to our long-term success. Guided by our four sustainability pillars, we are driving meaningful progress in digital inclusion, climate action, community empowerment, and strong governance.
We continue to strengthen network quality and connectivity to meet rising demand and support national development goals. Our focus remains on expanding coverage, improving reliability, and advancing digital infrastructure through innovation, automation, and sustainable practices.
(by population coverage)
2G: 99.5% 4G: 93.1%
In 2024, we deployed 429 new base transceiver stations to expand 4G coverage. This effort enhances nationwide connectivity, improves service quality, and expands high-speed data access to more underserved communities across Cambodia.
Smart streamlined its fixed broadband and home internet process by automating fiber provider selection, cutting connection time from over a day to over a day to just seconds.
We improve customer satisfaction through enhanced digital channels, streamlined processes, and expanded nationwide retail presence. Our upgrades are guided by direct customer feedback to ensure faster, more secure, and accessible service delivery.
NPS Score for 2022: 33.09%
NPS Score for 2023: 34.37%
Enhanced the SmartNas app by simplifying the top-up process, introducing gamification features, and integrating electronic Know Your Customer (eKYC) using facial recognition, AI, and machine learning across digital platforms.
Launched Smart DakLuy, a service that allows prepaid users to request top ups from family or friends when unable to recharge.
We expand access to digital education and services by supporting learning platforms, digital literacy programs, and inclusive technologies. Our efforts reach underserved groups, reduce the digital divide, and build capabilities across rural and marginalized communities.
*Note: Direct beneficiaries are the individuals, groups, or communities who immediately and directly receive the goods, services, or opportunities provided by the program.
We modernize legacy platforms through containerized architecture and introduce advanced features across core systems to improve service performance. We also invest in AI experimentation and data governance to ensure secure, scalable, and responsible digital transformation.
Our aim is to modernize outdated platforms by adopting containerized architecture and introducing new features.
Generative AI experimentation
Establishment of data governance council
Big data service
Internet and private line for banks and other companies
SME productivity tools
We are committed to becoming a net-zero carbon company by 2050 by monitoring and reducing our greenhouse gas (GHG) emissions. This includes assessing our climate risks, advancing circular economic solutions and aligning our disclosures with global emissions reporting standards, reflecting our support for GSMA's goals for the mobile sector while championing the transformation of connectivity and digitalization.
-9.4% against 2023 due to solar energy utilization.
-3.5% against 2023 despite higher electricity usage due to the national grid's shift toward greener source of energy.
The 2024 data are currently undergoing verification.
*Audited number.
We continue to utilize clean energy by expanding our renewable energy initiatives. In 2024, we deployed another 150 new solar sites as part of our commitment to increasing network renewable energy consumption.
Smart Axiata champions environmental stewardship through collaboration, partnerships, and implemented sustainability practices such as managing waste responsibly, conserving water, and protecting biodiversity to drive progress toward a circular economy and a greener future for Cambodia.
Educational outreach engaged
994 familiesin Kampong Phluk, equipping them with essential information and resources to improve household environmental practices.
Supported by the Harvest Plastic Collection initiative, which led to the collection of 3,366.3kg of plastic waste by the local community.
Waste separation bins were placed in four main offices and the most high-traffic Smart Shops.
Impact: Recycled 1.11 tons of single-use plastics
*Across 70 shops and facilities. Water consumption increased due to the expansion of Smart Shops across Cambodia.
In our commitment to preserving the environment, we continue to work closely with the government and promote national green campaigns through our digital platforms, including Short Messaging System (SMS) blasts, mobile app notifications, and social media channels.
Fairness, diversity, and inclusion are critical to fostering a Winning Culture where every employe feels valued and supported. To foster a culture of diversity and inclusivity, we provide equal opportunities for all, regardless of age, gender, nationality, culture, or religion.
17%
women's board representation
36%
women's representation in senior management
Female staff:
35% (479)
1,347 Cambodian
employees
We utilize Employee Engagement Score (EES) to measure employee satisfaction and identify their needs. In 2024, our EES score was 80%, a high score compared with industry benchmarks.
2024
80%2023
84%2022
79%2024
80%2023
84%2022
79%
Through immersive on-site visits, we provide university students — from local institutions such as CamEd Business School to international partners like the National University of Singapore — with firsthand exposure to Smart's operations, work culture, and career opportunities.
Designed to creatively expand our recruitment reach, this program equips participants with foundational sales knowledge and product insights. It enhances our recruitment experience while preparing candidates to integrate seamlessly into roles at Smart Axiata.
We believe that ensuring employee health, safety, and wellbeing is fundamental to building a conducive workplace. In prioritizing our people, we implement comprehensive safety measures, protocols, and initiatives to prevent accidents, illness, and promote overall wellness.
Q1: 89.74 hours
Q2: 30.48 hours
Q3: 3.19 hours
Q4: 0 hours
We promote a holistic approach to healthy lifestyles that encompasses physical and mental wellness.
We aim to create enduring, positive change within our communities by understanding local needs and empowering the underserved by offering digital skills, educational opportunities, financial and non-financial support. We aspire to shape Cambodia's next generation of leaders and build a digitally inclusive future through STEM.
*Target beneficiaries are external parties.
Total beneficiaries in 2024:
1,330 students
33
On 8 June 2024, 39 Smart Axiata employees volunteered their time at the Second Inland Festival, where they helped to clean up villages, plant trees and run public campaigns to reduce plastic pollution, and promote recycling.
We gathered 130 employees to take part in a mangrove tree planting activity on 24 August 2024 at a coastal area within the Kampot province.
To empower our youth and nurture new digital leaders, we volunteered two coding experts to mentor two teams of five high school students each.
As a telecommunications and digital business, Smart Axiata recognizes it plays a
crucial role in providing connectivity and communications necessary or providing
support, ensuring information and coordination efforts can be carried out to help
communities affected by disasters. We improve disaster responses and community
resilience through preparedness, early warnings, and robust infrastructure.
Smart
Axiata's operations and processes are aligned with Axiata Group's approach, in that
we identify risks, establish early warning systems, form crisis management plans,
and hold regular training. We ensure preparedness, minimize disruptions, and enhance
resilience by clarifying roles, communication protocols, and recovery
strategies.
We partner with People in Need and government agencies to launch Early Warning System (EWS) 1294, a flood early warning system that leverages SMS broadcasting to alert over 8 million users nationwide covering over 99% of the country, enabling timely evacuations even in remote areas.
We also uphold a Business Continuity Management (BCM) program aligned with ISO 22301:2012, ensuring uninterrupted telecommunications services during crises through structured response and recovery plans, resource readiness, and simulation exercises.
Smart Axiata is committed to disaster preparedness and resilience through proactive, responsive, and post-event measures. During a disaster, our crisis management and business recovery teams activate response procedures tailored to the severity and type of event, ensuring continuity of critical operations..
As part of Smart Axiata's commitment to Digital Integrity, we strengthened third-party risk management, cybersecurity safeguards, and data privacy awareness in 2024.
Achieved
Data Privacy Maturity Level of 3.13based on KPMG assessment (December 2024).
During the reporting period, there were
zero substantiated complaintsconcerning breaches of customer privacy or loss of data, according to Smart Axiata's incident response team, data privacy email, and various customer service channels.
Smart Axiata continues to strengthen its cybersecurity and digital resilience posture under the Digital Trust and Resilience (DT&R) program.
Smart Axiata benefits from Axiata Group's enhanced cybersecurity frameworks, including its successful recertification of the ISO 27001 standards and transition to ISO/IEC 27001:2022.
We achieved
100% completion ratefor the annual Conflict of Interest and Code of Conduct declarations.
assessed for bribery and corruption risks under the new company structure.
We prioritize human rights in all our operations and business activities.
There were zero substantiated complaints on human rights violations received through the Speak Up channel.
Zero outstanding tax liabilities for FY2020 - FY2023 with the General Department of Taxation (GDT).
In 2024, we continued enhancing our business ethics and governance practices through the following: Establishing a new Disciplinary Committee, ensuring fair and consistent enforcement of the Employee Code of Conduct, policies and procedures. Completed the company-wide Statement of Risk Management and Internal Controls.
Successfully rolled out the 2024 Compliance Month and launched the “Let's Talk Compliance” internal talk show.
To mitigate risks and leverage opportunities in a dynamic regulatory environment, Axiata Group has established a regulatory framework that is being implemented at the operational companies (OpCos) level, including Smart Axiata. Among the key measures included under this framework are:
The regulatory team provides pre-launch compliance assessments for new products and services.
Updates on compliance status are reported to Axiata Group, Risk and Compliance Management Committee (RCMC), Board Risk and Compliance Committee (BRCC) and the Board.
Escalation of any regulatory challenges faced by the business.
Smart Axiata has initiated Regulatory/Law Conformity Assessments to proactively identify potential compliance gaps and assist management in risk mitigation.
