Customer Complaint Channels

The Company formulated the Customer Service Management Measures in 2015 to ensure that customer complaints are handled, prevent the recurrence of unsatisfying matters, and understand customer satisfaction with the Company’s services. On a regular basis, communication is conducted via email or telephone to understand the needs of both parties and establish a good cooperative relationship. In addition, a dedicated service window is set up for each business and task, responsible for supporting both parties in product shipment, waste transportation management, and the execution of relevant regulatory changes. This not only provides necessary and sufficient information in real time to meet the requirements of zinc oxide products, the industry, and government agencies, but also cooperates with customers’ sustainability responsibility plans to implement necessary activities, investigations, confirmations, and related data collection.

To confirm customers’ level of satisfaction with the Company’s service quality, in addition to conducting two-way communication via email or telephone at any time, the Company conducts a customer satisfaction survey every December. Customers can provide their satisfaction with the Company’s service quality and effectiveness through scoring and feedback. When a customer puts forward suggestions or opinions that present a negative evaluation or an unsatisfactory score, the message must be confirmed with the customer. If the competent supervisor determines that corrective action is required, the business unit shall summarize the opinions and propose improvements within 5 working days to ensure that the content and results of the correction obtain the customer’s consent. In addition to providing concrete replies to customers and tracking the improvement progress of relevant responsible departments, the Company’s dedicated customer satisfaction team also uses data analysis to find the underlying problems and compiles reports for high-level management to serve as a guideline reference for the Company’s business plans. The response rate of the Company’s 2025 customer satisfaction survey was 57%, and the average satisfaction score for the Company was 5.9 (out of a maximum score of 6).

The Company’s customer communication and customer complaint contact information are as follows:

Customer Communication Website: [www.tsutw.com](https://www.tsutw.com).tw

Customer Complaint Hotline:

Marketing Department I: Manager Chen, 04-7586136 ext. 800

Marketing Department II: Manager Yao, 04-7586136 ext. 880