Customer Rights Policy

Guided by our corporate ethos of ‘Maintaining goodwill, upholding sincerity, and sustaining enthusiasm throughout,’ the Group is committed to providing customers with diverse, high-quality products and services. To safeguard customer rights and interests, this policy is hereby established and shall apply to all subsidiaries and affiliated companies under the Group:

I. Data Security and Privacy Protection
  • (i) The Group strictly adheres to the Personal Data Protection Act and relevant regulations, implementing the highest level of confidentiality measures for the personal data and transaction information provided by customers.
  • (ii) All data shall be used solely within the scope of lawful and authorised business activities, and shall not be disclosed, transferred, or used for any other purpose without authorisation.
II. Honest dealings and fair treatment
  • (i) The Group is committed to providing fair, reasonable and consistent service to all clients, irrespective of their size, location or sector.
  • (ii) Regularly review internal processes to prevent any form of discrimination, improper advantage, or commercial manipulation.
III. Transparency of Information and Communication Mechanisms
  • (i) All product and service terms, fee structures, and benefit provisions are publicly disclosed and presented in plain, unambiguous language to prevent misleading information or information gaps.
  • (ii) Customers may submit enquiries or complaints via the official website, customer service hotline, or physical outlets. The Group maintains a dedicated department to centrally handle and track all such communications.
IV. After-sales Service and Dispute Resolution
  • (i) Each business unit has established after-sales service procedures and response mechanisms to ensure customer requirements are addressed promptly.
  • (ii) For any disputes arising from products or services, the Group shall resolve matters with customers in good faith through consultation, and shall provide compensation or implement improvements as appropriate.
V. Grievance channels and grievance procedures

The Group has established a comprehensive customer complaints mechanism to ensure all feedback is treated with respect and handled appropriately, serving as the basis for continuous improvement in service quality. The complaints procedure is as follows:


Complaints Procedure:

Customers may submit complaints via the Stakeholder Section on the company's official website:


Handler:
  1. Intake Stage: Upon receipt of a customer complaint, the designated unit shall register the matter and provide a response within three working days confirming whether the complaint is accepted, along with an initial explanation.
  2. Investigation and Resolution: Should the complaint pertain to internal procedures, product defects, or service disputes, the relevant department shall conduct an internal investigation and propose a resolution or solution within seven working days.
  3. Response and Case Closure: The Group shall provide a formal response in writing or electronically. Upon the customer's confirmation of accuracy, the complaint case shall be closed. Should the customer remain dissatisfied with the outcome, they may submit a request for reconsideration, which shall be reviewed again by the supervisory level.
  4. Complaint Tracking: All complaint records shall be retained for a minimum of three years to serve as a basis for internal review and improvement.