ESG Report 2023

7.3 Customer Service Management Users' opinions are the source of the Group's continuous improvement and advancement. Therefore, we attach great importance to users' feedback and suggestions, take users complaints seriously, and follow the established procedures to respond and improve. If we encounter adverse drug reactions and other incidents, the Group must deal with it in strict accordance with relevant regulations and systems to protect the health and safety of users. 7.3.1 User Feedbacks The Group has established a comprehensive user complaint system based on the related handling procedures to enable various departments to coordinate the acceptance, communication, evaluation and response of the complaints. After receiving complaints from users, the person in charge of complaint processing will first contact, understand and grasp the complaint information to identify the type of complaint. Relevant departments then carry out internal and external investigations, sort out the investigation to decide the subsequent investigation directions, such as inspecting the production record, quality situation of raw and auxiliary materials, and environmental factors of manufacturing process, and hence formulate corrective and preventive measures to be approved by the person in charge of quality. Upon completion of complaint processing, the person in charge of complaint processing must reply to the customer, track the results of the complaint processing, and file the complaint record. During the Year, the Group received 19 product complaints and and no service complaints, respectively, and we investigated on and replied to all complaints from customers, reaching 100% response rate on user complaints. 46 User Complaint Processing Procedures 7.3.2 Products Recall Regulations Administrative Measures for Drug Recalls Relevant Laws and Regulations and Guideline Products Recalls Aspects Internal Policies Recall Management Procedures The Group strictly complies with the “Administrative Measures for Drug Recalls” issued and implemented by the National Medical Products Administration and has established a drug recall system in accordance with laws and regulations to understand the safety of drugs, investigate or evaluate pharmaceuticals that may cause potential safety risks, and recall pharmaceuticals with relevant problems when necessary. The Group implements strict safety supervision on the manufactured pharmaceuticals to ensure the safety of medicines used by the public. 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. Person in Charge of Complaint Processing Relevant Department Carry out internal and external investigations Sort out the investigation and suggest solutions Formulate corrective and preventive measures Person in Charge of Quality Approve suggested solutions/corrective and preventive measures Contact, thoroughly understand and grasp the relevant information Identify the type of complaint Customer Complaint information Reply to customers Track the results of complaint processing Track the effectiveness of assessment and corrective and preventive measures File the complaint record Person in Charge of Complaint Processing Environmental, Social and Governance Report 2023 The United Laboratories International Holdings Limited