Protection of Customers’ Rights and Interests

The Company has developed relevant systems such as the Customer-Related Process Control Procedure, the Customer Specific Requirements Management Regulations, and the Agreement Contract Review Process to systematically standardize customer management processes and strive to improve customer satisfaction. Through the OA platform, the Company has established end-to-end order review and contract review processes, clarifying the responsibilities of reviewers at each stage and the standards for project review. This ensures efficient process operation and complete review elements, while simultaneously maintaining a dynamically updated list of customer specific requirements to identify differentiated needs and develop measures. In terms of order management, the Company relies on the SAP system to achieve full lifecycle management of orders, covering all stages from demand confirmation and production scheduling to delivery tracking.

The Company strictly complies with national laws and regulations such as the Civil Code of the People’s Republic of China, the Advertising Law of the People’s Republic of China, and the Trademark Law of the People’s Republic of China, as well as relevant industry regulations, to conduct responsible marketing management, and has formulated the Marketing Center Responsible Marketing Policy to ensure the accuracy of brand and product promotion information, prohibiting any false or misleading behavior towards consumers.

At the same time, the Company has established a responsible marketing audit and supervision mechanism, conducting systematic audits of all marketing and sales activities on a regular basis to ensure that sales and marketing practices related to products and services are lawful and compliant.

After-Sales Management

The Company has formulated the Customer Complaint Handling Procedure and the Proactive Quality Warning and Recall System to standardize complaint acceptance, analysis, and closed-loop mechanisms. It has also established a proactive warning and recall mechanism for quality anomalies, along with standardized handling procedures covering multiple scenarios. The Company organizes cross-departmental QCC (Quality Control Circle) activities, focusing on typical customer complaint cases to conduct root cause analysis, and has established a case knowledge base to facilitate experience sharing and enhance employees’ problem-solving capabilities.

In 2024, the Company refined special handling regulations for the automotive and power sectors, including the Automotive Customer Complaint Handling Regulations and the Power Division Complaint, Return, and Rework Handling Regulations, to improve the compliance management requirements for environmental substances, ensuring that the entire process follows established procedures.

Customer Satisfaction Management

The Company has developed the Customer Satisfaction Survey Procedure and the Customer Experience Monitoring System to standardize the survey methods, processes, and data collection standards. Annual quantitative targets for customer satisfaction are set, and customer satisfaction surveys are conducted every year. Based on the survey results, targeted improvement plans are formulated, and responsible departments are assigned to implement improvement measures, ensuring continuous enhancement of customer experience and satisfaction.