Service QualityService Quality

To address the issues raised by our customers, we have established ''a standard operating procedure for handling customer complaints'', which classifies customer complaints into material customer compliant cases (Class A) or general customer compliant cases (Class B and C). After a customer complaint case has been established, we will take the initiative to contact the subject unit and staff of the customer complaint and issue a customer complaint handling form and follow up on the status of the case with dedicated personnel. Follow-up time is based on different levels of customer complaints, which regulates the initial response times of the business divisions, and records of the contact process are made on a case-by-case basis to fully understand the relevant feedback from customers, which are used as the basis for HFC’s continuous improvement.

In the spirit of customer first, we did not have any case of handling a customer complaint not meeting the standard customer service deadline in 2022, showing that we resolved customer problems efficiently, and the number of customer complaints received in 2022 decreased by about 57% compared with the prior year. In addition, 95% of the general customer complaints (levels B and C) were processed early within zero to three days in 2022; we regularly checked open cases every week, and reviewed the average case closure days and reported to senior managers monthly. We regularly analyze and improve customer complaints with statistical data and translate the constructive opinions of customers into practical optimization actions through systematic management to refine our services or develop more products that meet customers' needs.

Complaints handled in 2022