ESG Report 2021

When conducting product sales activities, we require collectively handled and supervised by the Group's all staff at all departments to abide by relevant laws Head Office. This ensures that the related and regulations and ethics of the industry. All sales management personnel and frontier promotion personnel must sign the Letter of Commitment for personnel have received necessary training, and all working according to laws and be committed to the sales personnel have reached the same complying with national regulations as well as the professional level so as to provide customers with regulations and rules of the Group in order to the best service. During the Year, the Audit and eradicate any violation of regulations regarding sales Legal Department conducted 4 training sessions on and promotion. The Group's sales team spread all marketing or advertising compliance, involving over the Country, and the management of sales business promotion and anti-unfair competition, with personnel, including recruitment, performance a total of 15,028 online learning sessions appraisal, training and occupational safety are accumulatively. CUSTOMER SERVICE MANAGEMENT Users' opinions are the source of the Group's respond and improve. In the events of 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. User Feedback The Group has established a comprehensive user factors of manufacturing process, and hence complaint system based on the related handling formulate corrective and preventive measures to be procedures to enable various departments to approved by the person in charge of quality. Upon coordinate the acceptance, communication, completion of complaint processing, the person in evaluation and response of the complaints. After charge of complaint processing must reply to the receiving complaints from users, the person in customer, track the results of the complaint charge of complaint processing will first contact processing, and file the complaint record. During the with users to understand and grasp the complaint Year, the Group received a total of 5 product quality information to identify the type of complaint. related complaints directly caused by the Group's Relevant departments then carry out internal and production and quality factors, and 1 complaint external investigations, sort out the investigation to related to the Group s services. We investigated and decide the subsequent investigation directions, such replied to all user complaints, reaching 100% as inspecting the production record, quality situation response rate on user complaints. of raw and auxiliary materials, and environmental ' 49 User Complaint Processing Procedures Reply to customers Track the results of compliant processing Track the effectiveness of assessment and corrective and preventive measures File the compliant record Person in Charge of Complaint Processing Customer Relevant Department Person in Charge of Complaiint 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 compliant Compliant infromation Environmental, Social and Governance Report 2021 The United Laboratories International Holdings Limited