SOCIAL
Responsible Supply Chain Management
As a key participant in Malaysia’s steel industry, Masteel is committed to maintaining a sustainable, responsible, and ethical supply chain that supports both operational reliability and ESG performance. Our procurement approach integrates environmental, social, and governance considerations into sourcing decisions, ensuring that material quality, ethical conduct, and environmental responsibility are addressed throughout the value chain. We actively encourage suppliers to adopt responsible business practices and continuously engage with them to improve sustainability performance. In addition, we prioritise local sourcing, with 92% of procurement derived domestically and 8% internationally, strengthening local economic resilience, enhancing supply stability, and reducing emissions associated with long-distance transportation.
Since 2022, ESG screening has been embedded into our supplier and contractor due diligence process, requiring all partners to meet defined environmental and ethical criteria prior to engagement. This structured assessment aligns suppliers with Masteel’s sustainability objectives, reduces compliance risks, and promotes transparent and responsible sourcing. To further support supplier improvement, Masteel introduced the Corporate Green Awards in 2023 and continue to utilise Bursa Malaysia’s Centralised Sustainability Intelligence (“CSI”) platform to monitor and guide suppliers’ carbon-management efforts. These initiatives enable performance tracking, emissions awareness, and continuous improvement across our value chain, reinforcing long-term supply chain integrity and responsible industry practices.
Customer Satisfaction
Customer satisfaction remains a central focus for Masteel, and we continuously gather feedback to ensure our products and services meet stringent quality expectations. In accordance with ISO 9001:2015 requirements, annual customer satisfaction surveys are conducted to evaluate performance and identify improvement opportunities. For FY2025, Masteel achieved a satisfaction score of 92%, exceeding the internal target of 85%, demonstrating strong performance in product reliability, service delivery, and relationship management.
To support transparent communication, Masteel maintains a dedicated feedback and complaint channel with a response commitment of within one working day. During the year, no customer complaints were recorded, reflecting consistent service standards and effective quality controls. Through ongoing improvement initiatives and adherence to recognised quality management practices, Masteel remains committed to delivering dependable products and sustaining long-term customer partnerships.
Product Quality
Masteel is committed to delivering high-quality steel products that consistently meet customer requirements and regulatory standards. Our internal Quality Management System (“QMS”), governed by the Quality Manual and detailed Standard Operating Procedures (“SOPs”), ensures strict quality control at every stage of production, from raw material verification to final product inspection. This system is supported by internationally recognised certifications, including ISO 9001:2015 and SIRIM MS 146:2014 for high-tensile steel bars, confirming compliance with Malaysian construction and infrastructure standards. These certifications reflect our dedication to product reliability, structural safety, and long-term performance while strengthening customer confidence in Masteel as a dependable steel manufacturer.
Further reinforcing our commitment to quality and transparency, Masteel successfully obtained two third-party verified Environmental Product Declarations (“EPDs”) for Reinforcing Steel Bars and Continuous Billets, under the EPD Hub programme. The EPDs were developed in accordance with EN 15804+A2 and ISO 14025 standards and supported by independently verified Life Cycle Assessment (“LCA”) data, providing credible and comparable information on environmental performance, including carbon footprint, energy consumption, and resource utilisation across the product lifecycle. Unlike general sustainability claims, these declarations offer standardised and verified environmental data that enables customers, regulators, and project stakeholders to make evidence-based procurement decisions.
This milestone strengthens product stewardship and quality assurance by providing verified environmental data that supports green building participation, ESG driven supply chains, export readiness, and low-carbon project eligibility, reflecting Masteel’s commitment to responsible manufacturing and long-term competitiveness
