ESG Report 2020

The Group will establish archives with the regulations as well as the regulations and rules of cooperating dealers and distributors to completely the Group in order to eradicate any violation of record information, such as corporate qualification regulations regarding sales and promotion. The documents, signed contracts and inventory Group's sales team spread all over the Country, turnover. The collected data will be used for and the management of sales personnel, including analysing, evaluating and rating dealers and recruitment, performance appraisal, training and distributors to effectively manage product sales. occupational safety are collectively handled and supervised by the Group s Head Office. This When conducting product sales activities, we ensures that the related management personnel require all staff at all departments to abide by and frontier promotion personnel have received relevant laws and regulations and ethics of the necessary training, and all the sales personnel industry. All sales personnel must sign the Letter have reached the same professional level so as to of Commitment for working according to laws and provide customers with the best service. be committed to complying with national ’ Customer Service Management Users' opinions are the source of the Group's respond and improve. If we encounter adverse continuous improvement and advancement. drug reactions and other incidents, the Group must Therefore, we attach great importance to users' deal with it in strict accordance with relevant feedback and suggestions, take users complaints regulations and systems to protect the health and seriously, and follow the established procedures to safety of users. ’ User Feedback The Group has established a comprehensive user of raw and auxiliary materials, and environmental complaint system based on the related handling factors of manufacturing process, and hence procedures to enable various departments to formulate corrective and preventive measures to coordinate the acceptance, communication, be approved by the person in charge of quality. evaluation and response of the complaints. After Upon completion of complaint processing, the receiving complaints from users, the person in person in charge of complaint processing must charge of complaint processing will first contact, reply to the customer, track the results of the understand and grasp the complaint information to complaint processing, and file the complaint identify the type of complaint. Relevant record. During the Year, the Group has departments then carry out internal and external investigated on and replied to all complaints from investigations, sort out the investigation to decide customers, reaching 100% response rate on user the subsequent investigation directions, such as complaints. inspecting the production record, quality situation User Complaint Processing Procedures Person in Charge of Complaint Processing Relevant Departments Customer Person in Charge of Quality/ Factory Director Person in Charge of Complaiint Processing Complaint information Contact, thoroughly understand and grasp the relevant information Identify the type of complaint Carry out internal and external investigations Sort out the investigation and suggest solutions Formulate corrective and preventive measures Approve suggested solutions/corrective and preventive measures Reply to users Track the results of complaint processing Track the effectiveness assessment of corrective and preventive measures File the complaint record 42 Environmental, Social and Governance Report 2020 The United Laboratories International Holdings Limited