Customer and Consumer Responsibility

The Sales and Marketing Division of the Company complies with business ethics in regarding customer relations by striving to create satisfaction and confidence for customers to receive good quality products and services at a reasonable price, undertake complete and accurate disclosure of information about the products and services, ensure timely delivery of products, provide warranty for products and services under appropriate conditions, including organizing systems and communication channels for customers to have access to products and services, having a Customer Service unit that is responsible for communicating other details in addition to sales information with customers and a Technical Assurance unit that coordinates handling of technical complaints as well as responsible for keeping customers’ history and confidentiality which, to date, there has never been any such complaint against the Company from a customer thereof (GRI 418-1). Furthermore, the Company's clients in the global market have more recently focused on ESG and have provided ESG assessment responses to be sent back to the customer. The Company has always supported and cooperated in filling out the assessment with accurate, transparent, verifiable data and stands ready to improve the development of ESG every year.

From the concept of "Clean World Clean Gloves: Green Gloves that are safe for consumers", the Company has invented and developed new products to meet the needs of customers and consumers, for such properties as the thinness of rubber gloves which are durable and comfortable to wear, different colors to add variety, including the development of latex gloves free of allergenic proteins for some groups of latex glove users, as well as the use of FSC (Forest Stewardship Council) certified packaging, sustainable forest management systems and obtaining certification under the FSC-COC (Chain-of-Custody Certification) system, product supply chain management in the medical rubber gloves business, i.e. producing FSC gloves that prioritize business operations while maintaining a balance of economics with social and environment concerns. In the past 3 years, the Company has had no significant complaints, whether related to product quality or non-compliance with the relevant legal provisions or requirements from customers or consumers (GRI 416-1,416-2).

Customer satisfaction

The Company conducts a survey and assessment of customer satisfaction annually, the results of which are evaluated to further develop the Company's products and services to better meet the needs of customers as much as possible. The Company's satisfaction assessment survey covers the accuracy and completeness of document, delivery, product quality, the response to complaints as well as the speed of replying to customers. The current assessment model has changed from attaching appraisal files via email to allowing customers to scan QR codes or links, making it easy for customers to make assessments on their phone wherever they are. The satisfaction survey will be delivered to the customer by the marketing department and used for analysis and evaluation by the Quality Department. From the higher percentage of satisfaction and an increasing number of customers who responded to the survey every year, it is apparent that the Company is continuously able to meet customer satisfaction. Moreover, the Company utilizes the assessment survey results from both new and old customers in order to be fully able to continuously apply the evaluation results and recommendations to develop both the products and services of the Company.

Target 80%

The Company provides information related to its products or services using language that is comprehensive, accurate, easy to understand, clearly displaying various warnings in compliance with the requirements (GRI 417-1) and taking into account the gist of Children's Rights and Business Principles (CRBP), the first set of comprehensive principles to guide companies in upholding children's rights and role in the marketplace. For instance, Principle 5 ensures that products and services are safe and that awareness of children's rights is promoted through said products and services, and Principle 6 which ensures that advertising and marketing media are used in a way that respects and promotes children's rights. To date the Company has not had any issues of non-compliance with any law or requirement regarding information on product labels and marketing communications (GRI 417-2, 417-3, 419-1).

The Company also has online distribution channels whereby it communicates and educates consumers through Facebook, Line Official and e-commerce platforms to allow customers and consumers to easily access information and products at reasonable prices, as well as exhibiting products both domestically and internationally on a regular basis every year.

QR code (Sri Trang Gloves)

International Medical Equipment Fair and the World Medical Conference (MEDICA) from 18-21 November 2021 at the Düsseldorf Exhibition Center, Düsseldorf. Germany

PET EXPO 25-28 November 2021 at BITEC Exhibition Center Bangna