Employee Complaint Management System

Purpose and Scope

The company encourages employees to put forward reasonable suggestions to the company in a serious and responsible manner from a work perspective to help improve the company's work. Correspondingly, it also accepts complaints from employees due to dissatisfaction and provides legitimate, unimpeded channels and open, fair methods for handling complaints to ensure that all work of the company proceeds in a standardized and orderly manner.

Any act or process in which an employee, due to dissatisfaction or infringement of interests, states or expresses opinions to specific managers through specified channels and hopes for immediate correction is called a complaint. Complaints and reasonable suggestions are different concepts. A reasonable suggestion aims to improve the company's work for better results and does not need to specifically refer to a certain work, process or event. A complaint refers to an act of demanding immediate correction to protect the interests of the company, department or oneself in response to an infringement that has occurred or will occur.

Complaint Content

Employees are allowed to file complaints if they believe they have encountered any of the following situations:

Unreasonable work assignments or requirements;
Inappropriate working conditions or environment;
Inappropriate work remuneration, benefits, social insurance, etc.;
Unfair changes in job position, work location, working conditions, work requirements, salary and benefits, etc.;
Violations or illegal acts by any individual or department of the company that harm the legitimate interests of the company, department or employees;
Improper words or deeds, or unfair treatment from superiors, subordinates or colleagues;
Threats, intimidation, coercion, or insults, whether from superiors, colleagues, subordinates, in the form of violence threats or other means, or in words or actions;
Gender discrimination, disability discrimination, ethnic discrimination, sexual harassment;
Infringement of personal privacy, personal hobbies, etc.;
Any other words or deeds that harm the interests of the company, department or employees, or any violation of the company's rules and regulations, regardless of whether consequences have occurred.

Complaint Methods

There are two ways to express a complaint: oral and written (including email). In general, both methods are equally appropriate and effective, but for complaints to (or against) the company's senior management, only written complaints are allowed, and oral complaints are not permitted.

Complaints can be conveyed through face-to-face communication, telephone, or submission (or mailing) of materials. Any other methods, such as relay transmission, posting big or small character posters on various company information channels, etc., are regarded as improper by the company. Complaints made through improper methods will not be accepted by the company and will be handled as violations.

Channels, Complaint Recipients, and Complaint Handlers

All complaints must be made through specified methods and legitimate channels. The company's human resources department is committed to establishing legitimate methods and channels to protect employees' rights to reasonable and legitimate expression and complaints. The permitted legitimate channels are:

Employees directly make oral or written complaints to their immediate supervisor or deputy general manager in charge;
Employees directly make oral or written complaints to the company's human resources department;
Employees directly make written complaints to the company's general manager or CEO.

All other channels and methods are illegitimate and incorrect. Any appeals made through illegitimate channels may be deemed as internal improper words or deeds and will not be supported or forgiven, but will be subject to disciplinary punishment.

Persons who receive complaints through the above channels are the complaint recipients; except for item 3 above, the complaint handler is the company's human resources department. The complaint recipient specified in item 3 may directly handle the complaint or designate a complaint handler according to the situation.

Complaint recipients specified in items 1 and 2 above shall, on a confidential basis, promptly notify the human resources department and have the obligation to forward the complaint. Complaint recipients shall properly perform their management duties and shall not shirk or refuse to accept complaints.

Content and Signature

All complaints, whether oral or written, must be based on facts and contain true content. They shall not be based on speculation or false content, let alone be used to maliciously attack, slander or falsely accuse others. Once discovered, the offender will be severely punished in accordance with the company's work discipline, up to termination of the labor contract and pursuit of legal liability. All written complaint materials must be personally signed with the real name by the complainant to ensure their seriousness. Email complaints must be sent from the complainant's own email account. For oral complaints, the complainant must sign on the relevant complaint records, and the recorder must also sign to ensure the authenticity of the materials.

Handling

Simplified Handling Procedure: Applicable to daily work complaints, oral complaints, and other complaints that the human resources department deems can be handled through simplified methods. Within three working days of receiving the complaint, the human resources department will notify the complainant and relevant persons of the handling result orally or in writing.

Formal Handling Procedure: Applicable to complaints involving major issues, multiple departments, complex situations, and written complaints. Once a complaint is made, the complaint recipient shall, within one working day from receipt, seal and transfer the relevant complaint materials to the complaint handler (the company's human resources department). Both the complaint recipient and the complaint handler shall sign on the sealed materials during the handover to confirm the process. After confirming receipt, the human resources department will issue a complaint acceptance notice to the complainant and the complaint recipient within three working days. After reviewing the procedure in accordance with the above regulations, it will clearly notify the complainant and the complaint recipient of the decision to "accept" or "not accept" the complaint. If the decision is not to accept, the reasons and handling opinions must be clearly informed.

The company's human resources department shall complete the investigation and handling of the accepted complaint within seven working days. If it cannot be completed for some reason, it shall promptly communicate with the complainant and the complaint recipient, clearly informing them of the reasons for the delay and the expected completion time.

The handling procedures of the company's human resources department for complaints are as follows:

Communicate face-to-face with the complainant to verify the content and facts of the complaint, listen to the complainant's statement and make records, and the interviewee shall sign on the record materials after the conversation;
On the basis of the above, the company's human resources department shall organize personnel to conduct an independent investigation, communicate and investigate face-to-face with all parties involved in the complaint, and the interviewee must sign on each conversation record for confirmation; for complaints involving significant impacts, multiple departments, serious problems or the company's overall major interests, after promptly reporting to the company's competent leadership and obtaining authorization if necessary, a joint investigation team shall be formed to handle the complaint; during the investigation, if no clear investigation and handling opinions are formed and reported to the competent leadership for approval before being announced, the investigators and the investigated shall fulfill the obligation to keep company secrets, and no one shall disclose the investigation content in any way or express any tendentious opinions. Violators shall be punished for seriously and maliciously violating the company's rules and regulations.

After conducting an objective, fair and sufficient investigation, the human resources department shall form investigation conclusions and handling opinions with reference to the relevant provisions of the company's rules and regulations, and report them to the company's competent leadership for approval. With authorized permission, the human resources department may promptly inform the complainant and the department leaders of the parties involved in the complaint of the investigation results and handling opinions, and consult the opinions of leaders at all levels to ensure the fairness of the investigation conclusions and the seriousness and fairness of the handling results.

After the investigation report and handling opinions are reviewed and approved by the superior leadership, the human resources department shall, if necessary, organize a coordination and notification meeting with the complainant, the complained party (or department representative) and their superiors to announce the investigation results and handling opinions. All parties involved in the complaint shall sign on the relevant materials to clearly express their approval or appeal. If the human resources department deems it necessary, the investigation results and handling opinions will be made public within an appropriate scope. If all parties clearly express their approval and do not appeal, the human resources department will announce the completion of the complaint handling and file the case for archiving. An appeal does not affect the implementation of the handling. The appellant shall appeal on the premise of fulfilling the company's handling opinions.

Appeal

All parties involved in the complaint have the right to appeal if they are dissatisfied with the investigation report and handling opinions, or with the procedures or items in the investigation process.

The appeal handler is the company's competent leadership. The appellant must file an appeal in written form. The appeal period is seven working days from the announcement of the conclusions and handling opinions. The procedures for accepting and formally handling appeals shall refer to the relevant procedures for complaints.

The company's competent leadership shall make a decision to accept or not accept the appeal within three working days, and shall, based on the content of the appeal, decide whether to form an independent investigation team for handling. Within seven working days of accepting the appeal, the appeal handler shall make the final handling opinions, report to the company's president for approval, and announce the handling in accordance with the above procedures. This conclusion and handling shall be the final result.

The announcement procedure shall also be carried out in accordance with the above procedures. All parties involved in the complaint and appeal shall unconditionally obey and implement the final investigation conclusions and handling opinions. If they are still dissatisfied, they may proceed in accordance with relevant national labor laws and other regulations through legal procedures stipulated by the state. This process does not affect the implementation of the company's handling opinions.