Privacy and Human Rights

Published on July 20, 2024            Implemented on July 20, 2024

1. Purpose:

This system aims to ensure that the company effectively and fairly handles complaints from within the company, customers, and the public. By implementing a transparent process, it seeks to enhance service quality and corporate image, safeguard customer rights, and protect the legitimate interests of employees and the company.

2. Scope:

This system applies to all complaints received, processed, and tracked by the company from customers, employees, and the public. It includes but is not limited to complaints regarding corruption, bribery, harassment, discrimination, forced labor, illegal employment, health and safety, data breaches, unfair competition, infringement of external stakeholders' human rights, improper use of force, improper hospitality, etc.

3. Complaint Reception:

Reception Channels:

Phone Number: 010-51077598--675 / 13021184527

Email: [qa@riskcontrol.com.cn]

On-site Reception: [F2, Room 2031-2038, Block C, Guocuiyuan, No. 1102, Huihe South Street, Chaoyang District, Beijing]

Official Website/Social Media: [Website: http://www.riskcontrol.com.cn/ WeChat Official Account: 忠诚卫士]

Reception Responsible Person: Liu Meng

Administrative Department: Training Support Department

4. Complaint Handling Process:

4.1. Recording Stage:

Upon receiving the complaint, the first contact employee must listen attentively to the complainant’s needs and record detailed information, including the complainant’s contact details, specific complaint content, time, place, and involved personnel. After confirming the accuracy of the information, a standardized complaint registration form should be filled out, ensuring the completeness and correctness of the details.

4.2. Assessment Stage:

The responsible person will perform a preliminary evaluation of the complaint. Based on the urgency, impact, and possible consequences, the complaint will be categorized as urgent, important, or general.

Urgent or major complaints must be reported to senior management within 1 hour.

General complaints should be processed within 24 hours.

4.3. Investigation Stage:

An investigation team will be formed, including relevant professionals such as project managers, legal personnel, and human resources staff. The team should promptly collect evidence, which may include surveillance footage, work logs, witness statements, etc. The investigation process must be fair and objective, avoiding any form of bias or misleading.

4.4. Resolution Stage:

Based on the investigation results, a fair and reasonable solution should be developed, considering the specific circumstances of the complaint and the company's policies. The solution should be communicated to the complainant for their approval, ensuring the complainant understands the handling process and outcome. During the resolution process, communication with the complainant should remain transparent, explaining the measures taken and the expected outcomes.

4.5. Feedback Stage:

The company will formally provide feedback to the complainant on the resolution. The complainant should fully understand and accept the decision. If the complainant is dissatisfied with the result, further appeal options should be provided, such as appealing to higher management or reconsidering the case.

4.6. Follow-Up Stage:

After the complaint has been resolved, the relevant department should periodically follow up to ensure that the resolution measures are effectively implemented. In cases involving employee behavior, necessary training or disciplinary action may be required. A periodic evaluation of the resolution process should be conducted to improve future complaint handling methods.

5. Protection of Complainant Rights:

5.1. Confidentiality:

The identity and content of the complaint will be strictly confidential. Unless prior consent is given by the complainant, no information will be disclosed. Internally, only necessary personnel are permitted to access the complaint information, and they must adhere to confidentiality agreements.

5.2. Anti-Retaliation Guarantee:

Retaliation against any employee, customer, or member of the public who files a complaint is strictly prohibited. If retaliation is found, immediate measures will be taken to protect the complainant, and a thorough investigation will be conducted. Anonymous complaint channels will be provided to ensure that complainants can file complaints without revealing their identities.

5.3. Fair Handling Commitment:

All complaints will be handled fairly, with the process based on facts and company policies, ensuring that the complainant is treated equitably. Complainants will be given ample opportunity to express their views, ensuring that their voices are properly heard.

6. Responsibilities and Supervision:

All departments should work closely together to ensure that complaints are processed in a timely and fair manner. The company will regularly review the complaint handling process and make necessary amendments to the system.

7. Record-Keeping and Archiving:

All complaint records should be properly kept, including complaint registration forms, processing procedures, and outcomes. Regular summaries and analyses of complaint cases will be conducted to improve services and training.

8. Employee Training:

Employees will receive regular training on complaint handling, emphasizing the importance of the process and enhancing their related skills.