Customer service management

The Company follows the seven management principles of the ISO 9001 Quality Management System to establish a customer-oriented management model. It is committed to safeguarding customer health and safety, ensuring compliance in labeling and marketing, and protecting customer data privacy. A comprehensive grievance mechanism is also in place to protect the rights and interests of consumers and clients.

In production and process management, education and training are conducted to enhance employees’ awareness of quality standards and customer requirements, reinforce the habit of operating in accordance with standard operating procedures (SOP), and implement a system of process engineers and project improvement initiatives. Through the practice of management by walking around and process quality audits, issues can be promptly identified, corrected, and tracked to prevent recurrence. To ensure that products and services comply with regulations and international standards regarding customer health and safety, marketing, and labeling, relevant policies have been established and management systems have been implemented, including:

Principle for handling Customer objections cases: For domestic orders, the dispute period starts from the date of customer's product acceptance and lasts for six months. For export and re-export orders, the dispute period starts from the container packing date and lasts one year. Timeframe for handling Customer objections cases: The general timeframe for handling regular cases is 15 working days. Urgent customer complaint cases have a limit of 5 working days. However, special or contentious cases may take up to 3 months for resolution.

The quality of the pipe products manufactured by CGPC has always been well received. They all meet the CNS standard and have earned the honor of the national-level CNS mark. The Company's chemicals, such 45% sodium hydroxide solution and 32% hydrochloric acid, have obtained the food additive permit from the Ministry of Health and Welfare of the Executive Yuan, as well as the food industry health and safety management system verif ication (once every 3 years) from the China Grain Products Research & Development Institute. The flow and traceability of the products sold can comply with government laws and regulations and are declared on relevant websites, showing the Company's dedication to food safety.

We keep our promise to customers and are committed to the maintenance and efficient operation of the quality management system. Based on the development strategy and market conditions, we have established business policies, quality policies, quality goals, product realization, production management, customer services and other plans to serve as the basis for each department to implement the quality management process and the framework for achieving continuous improvement. The monthly managerial officers' meetings review the results, and the management review meetings also report the implementation results.

The Company adopts a Vinyl Chain (PVC industry chain) customer service integration mechanism, under which the CGPC team serves major customers and carries out satisfaction surveys and complaint management. All related customer service information is consolidated by the Office of the General Plant Manager of CGPC. Accordingly, the statistics presented in this chapter are based primarily on CGPC’s external customer data. To understand customer perceptions of the Company’s products and services and to continuously improve service quality, the company has established the Customer Satisfaction Evaluation Guidelines. Through satisfaction surveys and data analysis, customer needs are reviewed and improvement measures are formulated to enhance overall satisfaction.

To implement the Customer Satisfaction Evaluation Guidelines, the company conducts annual surveys targeting : major customers whose annual sales account for more than 80% of total company revenue, customers in each regional market whose sales account for more than 80% of divisional revenue, newly developed or potential customers recommended by business units. The evaluation covers six key dimensions: Service attitude, Delivery performance, Quality status, New product collaboration, Effort in corrective actions, Administrative cooperation.

The 2025 customer satisfaction survey results show that 96.5% of customers rated the Company’s overall performance as “satisfactory” or above. Although this is a slight decrease compared to 2024 (99.0%), it remains well above the Company’s control target of 90%. Detailed satisfaction results for each evaluation item are presented in the radar chart. For individual cases of dissatisfaction related to quality status, the company has initiated the Corrective Action Procedure. Relevant departments are conducting root cause analysis and proposing improvement measures to continuously optimize the customer experience.

From the results of “Customer Dissatisfaction,” the main increasing items are: “Quality Conditions,” “New Product Coordination,” and “Efforts on Defect Countermeasures” (a total of three items). According to the analysis of customer complaint statistics, recurring quality abnormalities have been identified. Our company has actively addressed the issues that customers care about, and discussions have been conducted in investigation reports, management reviews, and evaluation meetings. Major issues have been incorporated into dedicated improvement projects.

To maintain product quality, the company has introduced:

In addition to the aforementioned improvement measures, and in pursuit of sustainable development, we will continue to conduct employee training programs and improvement proposal activities. These efforts are expected to contribute to enhancements in both product quality and delivery schedules, thereby meeting customer requirements.

The protection of customers and confidential information has always been part of our mission. The protection of sensitive information is related to our long-term growth and sustainable competitiveness. Therefore, we have referred to the General Data Protection Regulation (GDPR) for the process, storage and privacy of handling personal data to protect customer data.

Regarding the use of data, we reinforce the authority control and separate the test and the actual operating environment, and mask and restrict the personal data fields of each to be read in order to achieve the protection of personal data. We continue to reinforce the restriction on the use of USB or portable storage devices and abnormal data access.，Starting from 2021, we have implemented the Endpoint Security Protection System to prevent data loss due to human negligence. Furthermore, the group implemented Multi-Factor Authentication (MFA) for our email system as an additional layer of identity verification, enhancing the security level by requiring a second form of authentication, in addition to the traditional username and password.

Based on these management systems, we specifically state the rules that employees need to follow in their daily operating procedures, and add equipment control: USB Portable Storage Device Control. Establish secure trading platforms such as the customer order inquiry network and incorporate the use of encrypted security certificate to prevent the occurrence of fraud incidents caused by tampered emails due to interception. Strict authorization control strategy and process for customer data, further reducing the risk of leakage of customers' confidential information.

Upholding the core philosophy of "Low-Carbon Circulation and Sustainable Co-Prosperity," China General Plastics Corporation (CGPC)* has continued to deepen its carbon management and circular economy initiatives, striving to become a leader in the low-carbon transition across the industry supply chain. Recognized for its carbon reduction actions, environmental product declarations, and sustainable governance projects, the company plays a pivotal role in guiding low-carbon transformation within the Walsin Lihwa supply chain, earning the prestigious "Low-Carbon Partner Leadership Award."