Annual Report 2019

ENVIRONMENTAL, SOCIAL AND GOVERNANCE REPORT 環境、社會及管治報告 ANNUAL REPORT 2019 年度報告 51 3. 環境、社會及管治表現 （續） 3.2 社會 （續） 3.2.6 產品責任 （續） 公平宣傳訊息政策 集團銷售人員在推廣產品時，方可 發放有關已確認的競爭優勢的資 訊，不允許對競爭對手有負面陳 述，避免客戶被誤導。 售後服務政策 客戶服務人員及銷售人員定期對客 戶進行售後回訪，以及透過客戶滿 意程度調查表獲得客戶的改善意 見，並立即跟進售後問題。如產品 出現嚴重品質問題，集團將收回市 場上的問題產品。 於報告年度，集團接獲 66 宗（二零一 八年： 38 宗）有關產品質量的投訴。 消費者資料的隱私保護 集團將妥善維護客戶的個人資料。 有關資料已存放於內部特定部門。 此外，客戶資料只能由授權人員查 閱。未經允許，任何人不得擅自複 印或私下儲存客戶資料或將其帶離 公司。 集團嚴格遵行相關的法例，報告期 內並無違反產品責任或私隱。 3.2.7 反貪污 企業管治 董事會轄下設立不同委員會，如審 核委員會、提名委員會及薪酬委員 會，致力維持高標準的企業管治， 以保障股東權利及權益、其企業價 值及問責度。 3. ENVIRONMENTAL, SOCIAL AND GOVERNANCE PERFORMANCE (continued) 3.2 Society (continued) 3.2.6 Product Responsibility (continued) Fair Marketing Policy The Group’s salespersons are required to disseminate information on the recognized competitive advantage only when promoting the products. Negative description of competitors is not allowed so as to avoid misleading customers. After-sales Service Policy Customer service officers and salespersons would make after-sales visits to customers on a regular basis. The Group would obtain comments for improvement according to results of customer’s satisfaction survey and would follow up after-sales issues immediately. If there are severe product quality issues, the Group would recall the defective products from the market. During the reporting year, the Group received 66 (2018: 38) complaints in relation to product quality. Privacy Protection of Consumer’s Information Personal information of customers would properly be maintained by the Group. Relevant information has been stored at the internal specific department. Moreover, customer information can only be accessed by the authorized personnel. No one is allowed to make own copies of or store privately or get the customer information out of the offices without permission. The Group has strictly abided by relevant regulations, and no violation of product responsibility or privacy were found during the reporting period. 3.2.7 Anti-corruption Corporate Governance The Board of Directors has set up different committees, such as audit committee, nomination committee and remuneration committee, striving to maintain high standards of corporate governance to safeguard shareholders rights and interests, as well as the Group’s value and accountability.