ESG Report 2024

42 The Group has established a comprehensive system of procedures for handling user complaints, which enables co-ordinated acceptance, communication, evaluation and response to complaints amongst various departments. Upon receipt of a customer complaint, the person in charge of complaint handling will first contact, understand and analyse the complaint to determine the type of complaint. The relevant departments will then conduct internal and external investigations and collate the findings to determine the direction of further investigation such as inspection of production records, quality of raw and auxiliary materials or environmental factors in the production process, etc. Corrective and preventive measures will then be formulated and approved by the Quality Officer. Upon completion of complaint handling, the person in charge of complaint handling is required to reply to the customer and track the results of complaint handling, and file the complaint records. In addition, the Group has formulated the “Customer Satisfaction Survey Procedures” with the aim of assessing customers‘ satisfaction with the quality of products and the level of services, identifying and resolving potential problems in a timely manner, and continuing to satisfy customers’ needs and expectations so as to further enhance the quality of services and customers' experience. During the year, the Group received a total of 31 complaints about the quality of products directly attributable to the Group's production and quality factors, and did not receive any service complaints relating to the Group. We investigated and responded to all customer complaints and achieved a response rate of 100% to customer complaints. 7.3.1 Customer Feedback User Complaint Processing Procedures 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 Contact, thoroughly understand and grasp the relevant information Identify the type of complaint Complaint information Reply to customers Track the results of compl int processing Track the effectiveness of assessment and corrective and preventive measures File the complaint record a Person in Charge of Complaint Processing Relevant Department Person in Charge of Quality Person in Charge of Complaint Processing Customer Administrative Measures for Drug Recalls Products Recalls Recall Management Procedures The Group strictly complies with the “Administrative Measures for Drug Recalls” issued and implemented by the National Medical Products Administration. We have established a drug recall system to monitor drug safety, investigate or assess any potential safety risks, and initiate recall procedures when necessary. The Group enforces stringent safety regulations on the drugs produced to ensure the safety of public medication. During the Year, the Group was not involved in any adverse reactions incidents due to defects in the quality of pharmaceutical products. Accordingly, the Group did not have any drug recalls during the Year and was not required to submit adverse drug reaction reports or drug recall summary reports. Environmental, Social and Governance Report 2024 The United Laboratories International Holdings Limited 7.3.2 Product Recall Regulations Aspects Relevant Laws, Regulations and Guidelines Internal Policies