ESG Report 2019

18 CUSTOMER SERVICE MANAGEMENT Users' opinions are the source of the Group's improve. If we encounter adverse drug continuous improvement and advancement. reactions and other incidents, the Group must Therefore, we attach great importance to deal with it in strict accordance with relevant users' feedback and suggestions, take users' regulations and systems to protect the health complaints seriously, and follow the and safety of users. established procedures to respond and USER FEEDBACK We have established a comprehensive user subsequent investigation directions, such as complaint system based on the related inspecting the production record, quality handling procedures to enable various situation of raw and auxiliary materials, and departments to coordinate the acceptance, environmental factors of manufacturing communication, evaluation and response of process, and hence formulate corrective and the complaints. After receiving complaints preventive measures to be approved by the from users, the person in charge of complaint person in charge of quality. Upon completion processing will first contact, understand and of complaint processing, the person in charge grasp the complaint information to identify the of complaint processing must reply to the type of complaint. Relevant departments then customer, track the results of the complaint carry out internal and external investigations, processing, and file the complaint record. sort out the investigation to decide the USER COMPLAINT PROCESSING PROCEDURES Person in Charge of Complaint Processing Relevant Departments Customer Person in Charge of Quality 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 Environmental, Social and Governance Report 2019 The United Laboratories International Holdings Limited