Product Quality and Safety (GRI 3-3)
The Company’s sales and marketing division adheres to the business code of conduct regarding customer relations. It is committed to ensuring customer satisfaction and confidence by providing good quality products and services at reasonable prices, fully and accurately disclosing information about products and services, delivering products on time, and offering warranties under appropriate conditions. The Company also establishes systems and communication channels to ensure customers can access information about products and services. The factory’s Customer Service department is responsible for coordinating with the sales department to meet customer needs, while the Technical Assurance department handles technical complaints, providing information and responses under continuous follow-up from the sales department. Additionally, the Company has implemented Salesforce to enhance the efficiency of the sales department. The Company places great importance on the responsibility of maintaining customer history and confidentiality. Throughout its business operations, the Company has not received any complaints related to customer data breaches or data privacy incidents (GRI 418-1).
Regarding product responsibility, the Company has established product recall procedures by creating standard operating methods and a reference control document system, which clearly defines the methods, procedures, and responsible people to ensure the Company can correctly recall products from the market and handle returned products accordingly. This helps build customer and consumer confidence in product warranties During the past four years, the Company has experienced no instances of product recalls.
Development of Products which are Safe for Consumers as well as Environmentally-Friendly (GRI 416-1)
Sri Trang Gloves (Thailand) Public Company Limited operates under the guiding principle of “Clean World Clean Gloves,” representing our commitment to developing environmentally responsible products that prioritize consumer safety. Through systematic research and development initiatives, the Company manufactures innovative natural rubber products utilizing environmentally sound production methodologies that address the evolving requirements of our customers and consumers. The Company’s product portfolio consists of natural rubber gloves engineered to eliminate protein-induced hypersensitivity reactions during use (GRI 416-1). This safety profile has been substantiated through comprehensive testing protocols aligned with two internationally recognized standards: Total Protein (ASTM D 5712-15) and 4 Major Allergen Protein (ASTM D7427-16). Our powder-free formulations are designed to prevent allergic responses and dermatological irritation, as validated through Biocompatibility Testing protocols. The products demonstrate freedom from toxicity, heavy metal contamination, and residual chemical substances, thereby meeting food-contact safety requirements. The Company’s products exhibit enhanced elasticity and mechanical strength, demonstrating resistance to non-polar oils, aqueous solutions, and selected chemical agents. Manufacturing processes exclude chlorination procedures, eliminating concerns regarding chlorine residue. Products feature optimized surface characteristics that facilitate application and ensure user comfort throughout extended wear periods. Environmental considerations are integrated throughout the product lifecycle, with natural biodegradability and manufacturing processes designed to minimize greenhouse gas emissions through biomass energy deployment and optimized chemical utilization strategies.
Additionally, to ensure customers and consumers demonstrate supply chain responsibility, the Company has obtained FSCTM-COC (Chain-of-Custody Certification) for both medical and industrial natural rubber glove operations. Furthermore, the Company utilizes FSCTM (Forest Stewardship Council) certified packaging materials, representing internationally validated assurance that products do not contribute to deforestation. The Company’s commitment to maintaining exemplary quality and safety standards is substantiated through documented operational performance. Throughout the preceding four-year period, the Company has maintained a record of zero significant complaints pertaining to product quality deficiencies or regulatory non-compliance from customers or end consumers (GRI 416-2).
The Company maintains comprehensive and transparent disclosure protocols regarding product and service attributes through diversified communication channels and product labeling systems. Information is conveyed utilizing precise, accurate, and accessible language, supplemented with appropriate safety warnings in full accordance with applicable regulatory frameworks and legal requirements. This encompasses guidance on safe product utilization protocols and end-of-life disposal procedures (GRI 417-1). The Company has incorporated the Children’s Rights and Business Principles (CRBP) framework into operational protocols. Developed collaboratively by UNICEF, the UN Global Compact, and Save the Children, this framework ensures that the Company’s business operations systematically respect and advance children’s rights across all operational dimensions, reflecting our substantive commitment to corporate social responsibility and stakeholder welfare.
| Children’s Rights and Business Principles (CRBP) | Role in the marketplace |
|---|---|
 |
Principle 5 Ensure that products and services are safe and seek to support children’s rights through products and services |
| Principle 6 Use marketing and advertising that respect and support 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, 2-27)
The Company also has online distribution channels whereby it communicates and educates consumers through Facebook, Line Official and e-commerce platforms to allow customers, consumers and underprivileged to easily access information and products at reasonable prices, as well as exhibiting products both domestically and internationally on a regular basis every year.
Product Exhibition
Customers Relationship (GRI 3-3)
Customer Satisfaction Assessment
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.
Performance of Customer Satisfaction
The Company has undertaken continuous product quality development and improvement initiatives, with customer satisfaction assessment results serving as a key consideration. Notable examples include the development of packaging manufactured from recycled materials that maintains equivalent strength properties to conventional materials, thereby achieving significant reductions in natural resource consumption. Furthermore, the Company systematically analyzes customer feedback and complaints to enhance operational processes across all dimensions, encompassing production, packaging, and product distribution, to align with customer expectations and elevate customer satisfaction levels.
In fostering transparency and customer confidence, the Company has established a comprehensive traceability system for natural rubber-based products, enabling verification back to raw material origins. This system has been designed in accordance with the European Union Deforestation Regulation (EUDR) requirements. The Company's manufacturing facilities have undergone verification and certification confirming that natural rubber products are not linked to deforestation activities and that operations are conducted in strict compliance with applicable laws and regulations, thereby providing customers with assurance regarding quality control and responsible raw material sourcing.
Performance regarding Building Relationships with Customers and Consumers (GRI 3-3)
international customers on Environmental, Social, and Governance (ESG) performance matters. Engagement mechanisms included comprehensive assessment questionnaire responses, structured consultation dialogues, and facilitated factory site visits, providing stakeholders with direct visibility into the Company's operational practices and sustainability initiatives. The Company's demonstrated commitment to sustainable business practices has garnered significant industry recognition: SX TSCN Sustainability Award 2025: Awarded for the second consecutive year, recognizing excellence in sustainability performance, Business Partners Award - Platinum Level: Achieved for the second consecutive year, representing the highest tier of business partnership excellence and Business Partner of the Year 2025: Designated as one of three recipients, acknowledging outstanding partnership contribution. These accolades were conferred at the TSCN Business Partner Conference 2025 and ThaiBev Business Partner Award Ceremony 2025. The Company's subsequent invitation to formal award program membership serves to reinforce stakeholder confidence in our comprehensive sustainable operations framework, which integrates environmental stewardship, social responsibility, corporate governance excellence, and economic sustainability principles.
