ESG Report 2022

6.3 Customer Service Users' opinions are the source of the Group's respond and improve. If we encounter adverse drug continuous improvement and advancement. reactions and other incidents, the Group must deal Therefore, we attach great importance to users' with it in strict accordance with relevant regulations feedback and suggestions, take users complaints and systems to protect the health and safety of seriously, and follow the established procedures to users. 6.3.1 User Feedbacks 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 be coordinate the acceptance, communication, approved by the person in charge of quality. Upon evaluation and response of the complaints. After completion of complaint processing, the person in receiving complaints from users, the person in charge of complaint processing must reply to the charge of complaint processing will first contact, customer, track the results of the complaint understand and grasp the complaint information to processing, and file the complaint record. During identify the type of complaint. Relevant the Year, the Group received 5 product complaints departments then carry out internal and external and and no service complaints, respectively, and investigations, sort out the investigation to decide we investigated on and replied to all complaints the subsequent investigation directions, such as from customers, reaching 100% response rate on inspecting the production record, quality situation user complaints. User Complaint Processing Procedures Person in Charge of Complaint Processing Customer Relevant Department Person in Charge of Complaint Processing Person in Charge of Quality Approve suggested solutions/corrective and preventive measures Carry out internal and external investigations Sort out the investigation and suggest solutions Formulate corrective and preventive measures Contact, thoroughly understand and grasp the relevant information Identify the type of compl inta Compl int inf rmation a o Reply to customers Track the results of compl int processing Track the effectiveness of assessment and corrective and preventive measures File the compl int record a a 34 Environmental, Social and Governance Report 2022 The United Laboratories International Holdings Limited