Annual Report 2019

Environmental, Social and Governance Report 54 CHINA MERCHANTS PORT HOLDINGS COMPANY LIMITED Enhancing Customer Satisfaction The Group formulated Feedback Mechanism on Opinions and Complaints of Customers ( 《客戶意見及投訴反饋機制》 ) to specify the management measures of customers’ opinions and complaints such that tracking or investigations on customers’ opinions and complaints could be efficiently standardized. The Group swiftly responds to complaints from customers within 24 hours and promptly handles serious complaints with close supervision, striving to establish efficient channels for communications, feedbacks and complaints, thereby continually enhancing customer satisfaction. 91% 93% 100% 100% Level of Customer Satisfaction of Certain Subordinate Companies in 2019 TCP Participações S.A. China Merchants Bonded Logistics Co., Ltd. Container Services Branch of Shantou China Merchants Port Group Co., Ltd. China Merchants Holdings (International) Information Technology Company Limited Protection of Customer Privacy The Group places great emphasis on safeguarding information security, equips specific apparatus for information confidentiality and has comprehensively reviewed its confidentiality procedures and transmission mechanism for confidential documents. It steps up its endeavor in confidentiality promotion by participating in “Network Protection 2019” ( 「護網 2019 」 ) attack prevention drills so as to raise its awareness and capabilities of information confidentiality. In addition, the Group formulated the Customer Information Confidentiality System ( 《客戶資料 保密制度》 ) to classify customer information into various levels based on the degrees of confidentiality and formulated corresponding confidentiality measures to clarify obligations and penalties of information leakage in order to prevent leakage of customer information and effectively safeguard customers’ information security.