Consumer or customer rights protection policy
To fulfill our responsibility to protect customer health and safety, marketing or labelling issues, and data privacy, and to establish a customer-centric service culture, we have established a "Customer Rights Policy" to implement aspects such as health and safety related to products and services, marketing information disclosure, customer data protection, and complaint handling procedures. This policy applies to our subsidiaries that have not established a "Customer Rights Policy." Key provisions are excerpted below.
一、制定依據
This policy is formulated with reference to Global Sustainable Reporting Standards (GRI Standards), the industry guidelines of the Sustainable Accounting Standards Board (SASB), and relevant laws and regulations in Taiwan (such as the Personal Data Protection Act, the Consumer Protection Act, and the Renewable Energy Development Act).
II. Protecting Customer Health and Safety
Our company provides renewable energy site development, installation, and subsequent operation and management services, and has a safety management mechanism for the entire life cycle of the site.
(1) Environmental and health risk assessments should be conducted during the development phase to ensure that site selection and design comply with legal regulations.
(2) Safety operating procedures and personnel training systems have been established for equipment installation and maintenance to reduce risks to customers and their interests.
Potential risks to related parties (such as landowners and neighbors).
(3) Implement an abnormality warning and reporting mechanism to ensure the stability and immediate response capability of the equipment during operation, so as to reduce the risk of accidents.
Risks to the property or personal safety of customers and stakeholders.
III. Customer Data and Privacy Protection
Our company has established the "Personal Data Protection Management Regulations" in accordance with the "Personal Data Protection Act," which covers the internal operating procedures for the collection, processing, and use of customer data. We have also assigned dedicated personnel to manage these regulations in order to strengthen the overall data protection mechanism.
IV. Marketing and Labelling Information Management
All official briefings, contracts, website information, advertising materials, and other external materials are reviewed by the legal department or the responsible unit to ensure that their content is true, complete, free from false or misleading propaganda, and complies with the advertising and publicity regulations set by the competent authority.
If information regarding equipment labeling, recycling, or usage restrictions is involved (such as solar modules and energy storage systems), suppliers should be required to complete the relevant disclosure or labeling procedures in accordance with the regulations of the competent authorities (such as the Energy Bureau and the Ministry of Environmental Protection).
V. Complaint Channels and Processing Procedures
Our company values customer feedback and opinions. To ensure that customers and stakeholders can provide suggestions or complaints to the company, we have established multiple communication channels, including:
(1) Customer service hotline: 02-2709-9889
(2) Official Website: Contact Us Section
(3) Report email address: 119@leadsun-green.com
2. The complaint handling procedure is as follows:
(1) Applications can be submitted online or in writing;
(2) Case classification and processing;
(3) Investigate and improve operations;
(4) After the case is closed, reply to the complainant and keep a record.
No complaints have been received from consumers or customers in 2015.