ENVIRONMENTAL, SOCIAL AND GOVERNANCE REPORT 2021
Extracted ESG KPIs
KPIs are organized by ESG aspects.
The types of emissions and respective emissions data.
| Indicator | Unit | 2019 | 2020 | 2021 | Report Pages |
|---|---|---|---|---|---|
| Air emissions - Nitrogen Oxides | g | 405096 | 8 | ||
| Air emissions - Particulate Matter | g | 28030 | 8 | ||
| Air emissions - Sulphur Oxides | g | 608 | 8 | ||
| Intensity per HK$1m revenue (Air travel by staff, Scope 3 - Other indirect emissions) (in km) | km | 147.5 | 12 | ||
| Nitrogen Oxides (air emissions from delivery trucks and vehicles, in g) | g | 396760 | 397465 | 13 | |
| Nitrogen Oxides emissions | g | 396760 | 397465 | 30 | |
| Particulate Matter (air emissions from delivery trucks and vehicles, in g) | g | 28548 | 29090 | 13 | |
| Particulate Matter emissions | g | 28548 | 29090 | 30 | |
| Sulphur Oxides (air emissions from delivery trucks and vehicles, in g) | g | 559 | 574 | 13 | |
| Sulphur Oxides emissions | g | 559 | 574 | 30 |
Direct (Scope 1) and energy indirect (Scope 2) greenhouse gas emissions (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2019 | 2019-2020 | 2020 | 2020-2021 | 2021 | Report Pages |
|---|---|---|---|---|---|---|---|
| Air travel by staff (Scope 3 - Other indirect emissions) (in km) | km | 171831 | 12 | ||||
| Air travel by staff (Scope 3 - Other indirect emissions) (in tCO2e) | tCO2e | 14 | 12 | ||||
| Electricity consumed (Scope 2 - Energy indirect emissions) (in tCO2e) | tCO2e | 11499 | 9385 | 12 | |||
| Fuel consumed (Scope 1 - Direct emissions and removals) (in tCO2e) | tCO2e | 91 | 93 | 12 | |||
| Greenhouse gas emissions | tCO2e | 12319 | 8 | ||||
| Greenhouse gas emissions for Melbourne commercial investment properties | tCO2e | 3160 | 2821 | 15 | |||
| Greenhouse gas emissions per square metre of net lettable area for Melbourne commercial investment properties | tCO2e per square metre | 0.058 | 0.053 | 15 | |||
| Intensity per HK$1m revenue (Air travel by staff, Scope 3 - Other indirect emissions) (in tCO2e) | tCO2e | 0.012 | 12 | ||||
| Intensity per HK$1m revenue (Paper waste disposal, Scope 3 - Other indirect emissions) (in tCO2e) | tCO2e | -0.041 | -0.03 | 12 | |||
| Intensity per HK$1m revenue (Scope 1 - Direct emissions and removals) (in tCO2e) | tCO2e | 0.078 | 0.085 | 12 | |||
| Intensity per HK$1m revenue (Scope 2 - Energy indirect emissions) (in tCO2e) | tCO2e | 9.87 | 8.59 | 12 | |||
| Intensity per HK$1m revenue (Water usage, Scope 3 - Other indirect emissions) (in tCO2e) | tCO2e | 0.01202 | 0.01189 | 12 | |||
| Paper consumed (Scope 3 - Other indirect emissions) (in tCO2e) | tCO2e | 46 | 42 | 12 | |||
| Paper waste disposal (Scope 3 - Other indirect emissions) (in tCO2e) | tCO2e | -48 | -33 | 12 | |||
| Scope 1 & 2 greenhouse gas emissions | tCO2e | 11590 | 9478 | 30 | |||
| Scope 1 & 2 greenhouse gas emissions intensity | tCO2e/HK$1m revenue | 9.948 | 8.675 | 30 | |||
| Scope 1 greenhouse gas emissions | tCO2e | 91 | 93 | 30 | |||
| Scope 1 greenhouse gas emissions intensity | tCO2e/HK$1m revenue | 0.078 | 0.085 | 30 | |||
| Scope 2 greenhouse gas emissions | tCO2e | 11499 | 9385 | 30 | |||
| Scope 2 greenhouse gas emissions intensity | tCO2e/HK$1m revenue | 9.87 | 8.59 | 30 | |||
| Total emissions (direct and indirect) and removals, Scope 1 & 2 Greenhouse gas emissions (in tCO2e) | tCO2e | 11590 | 9478 | 12 | |||
| Total emissions (direct and indirect) and removals, Scope 1 & 2 Intensity per HK$1m revenue (in tCO2e) | tCO2e | 9.948 | 8.675 | 12 | |||
| Total emissions (direct and indirect) and removals, Scope 1, 2 & 3 Greenhouse gas emissions (in tCO2e) | tCO2e | 11570 | 9458 | 12 | |||
| Total emissions (direct and indirect) and removals, Scope 1, 2 & 3 Intensity per HK$1m revenue (in tCO2e) | tCO2e | 9.93 | 8.66 | 12 | |||
| Water usage (Scope 3 - Other indirect emissions) (in tCO2e) | tCO2e | 14 | 13 | 12 |
Total hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2020 | 2021 | Report Pages |
|---|---|---|---|---|
| Total hazardous waste produced | uninterruptible power supply units for server | 14 pieces | Insignificant amount | 30 |
Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2020 | 2021 | Report Pages |
|---|---|---|---|---|
| Intensity per HK$1m revenue (Paper waste disposal, Scope 3 - Other indirect emissions) (in tonnes) | tonnes | -0.008 | -0.006 | 12 |
| Paper consumed (Scope 3 - Other indirect emissions) (in tonnes) | tonnes | 9.6 | 8.8 | 12 |
| Paper waste disposal | tonnes | -9.9 | -6.8 | 30 |
| Paper waste disposal (Scope 3 - Other indirect emissions) (in tonnes) | tonnes | -9.9 | -6.8 | 12 |
| Shopping bag consumption intensity per HK$1 million revenue (department stores operation) | tonnes per HK$1m revenue | 0.14 | 0.14 | 14 |
| Shopping bags consumed (department stores operation) | tonnes | 99 | 90 | 14 |
Description of emissions target(s) set and steps taken to achieve them.
| Indicator | Unit | 2020 | 2021 | Report Pages |
|---|---|---|---|---|
| Greenhouse gas avoided by recycling waste paper (Scope 3 - Other indirect emissions) (in tCO2e) | tCO2e | 94 | 75 | 12 |
| Greenhouse gas avoided by recycling waste paper (Scope 3 - Other indirect emissions) (in tonnes) | tonnes | 19.5 | 15.6 | 12 |
Description of how hazardous and non-hazardous wastes are handled, and a description of reduction target(s) set and steps taken to achieve them.
| Indicator | Unit | 2020 | 2021 | Report Pages |
|---|---|---|---|---|
| Electrical appliances/accessories for recycling (empty toner cartridges) | pieces | 29 | 167 | 30 |
| Electrical appliances/accessories for recycling (pieces of computers and equipment) | pieces | 146 | 135 | 30 |
| Paper waste disposal intensity | tonne/HK$1m revenue | -0.008 | -0.006 | 30 |
Direct and/or indirect energy consumption by type (e.g. electricity, gas or oil) in total (kWh in '000s) and intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2019 | 2020 | 2020-2021 | 2021 | Report Pages |
|---|---|---|---|---|---|---|
| Direct and/or indirect energy consumption by type (Electricity) - intensity | Mwh/HKS1m revenue | 15.23 | 15.99 | 31 | ||
| Direct and/or indirect energy consumption by type (Electricity) - total | Mwh | 17744 | 17475 | 31 | ||
| Direct and/or indirect energy consumption by type (Fuel) - intensity | Mwh/HKS1m revenue | 0.318 | 0.349 | 31 | ||
| Direct and/or indirect energy consumption by type (Fuel) - total | Mwh | 371 | 381 | 31 | ||
| Electricity consumed | MWh | 18958 | 8 | |||
| Electricity consumed (Scope 2 - Energy indirect emissions) (in MWh) | MWh | 17744 | 17475 | 12 | ||
| Fuel consumed | MWh | 403 | 8 | |||
| Fuel consumed (Scope 1 - Direct emissions and removals) (in MWh) | MWh | 371 | 381 | 12 | ||
| Intensity per HK$1m revenue (Scope 1 - Direct emissions and removals) (in MWh) | MWh | 0.318 | 0.349 | 12 | ||
| Intensity per HK$1m revenue (Scope 2 - Energy indirect emissions) (in MWh) | MWh | 15.23 | 15.99 | 12 | ||
| NABERS energy and greenhouse gas emissions rating for Melbourne commercial investment properties | stars | 5 | 15 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2019 | 2020 | 2021 | Report Pages |
|---|---|---|---|---|---|
| Intensity per HK$1m revenue (Water usage, Scope 3 - Other indirect emissions) (in m3) | m3 | 19.88 | 19.12 | 12 | |
| Water consumption - intensity | m3/HKS1m revenue | 19.88 | 19.12 | 31 | |
| Water consumption - total | m3 | 23162 | 20897 | 31 | |
| Water usage | m3 | 23025 | 8 | ||
| Water usage (Scope 3 - Other indirect emissions) (in m3) | m3 | 23162 | 20897 | 12 |
Total packaging material used for finished products (in tonnes) and, if applicable, with reference to per unit produced.
| Indicator | Unit | 2019 | 2020 | 2021 | Report Pages |
|---|---|---|---|---|---|
| Paper consumed | tonnes | 10.3 | 8 | ||
| Total packaging material used for finished products (Department stores operation: Shopping bags) | tonnes | 99 | 90 | 31 | |
| Total packaging material used for finished products (Department stores operation: Shopping bags) - intensity | tonnes/HKS1m revenue | 0.14 | 0.14 | 31 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Indicator | Unit | 2020 | 2020-2021 | 2021 | Report Pages |
|---|---|---|---|---|---|
| Number of staff in leasing office of Melbourne commercial investment properties | 6 | 15 | |||
| Total workforce by age group - 31–40 | % | 14% | 13% | 33 | |
| Total workforce by age group - 41–50 | % | 26% | 24% | 33 | |
| Total workforce by age group - 51–60 | % | 45% | 46% | 33 | |
| Total workforce by age group - 60 above | % | 9% | 11% | 33 | |
| Total workforce by age group - Below 31 | % | 6% | 6% | 33 | |
| Total workforce by employment type - Permanent | % | 90% | 92% | 33 | |
| Total workforce by employment type - Temporary & part-time | % | 10% | 8% | 33 | |
| Total workforce by gender - All staff - Female | % | 74% | 75% | 33 | |
| Total workforce by gender - All staff - Male | % | 26% | 25% | 33 | |
| Total workforce by gender - Corporate manager - Female | % | 40% | 40% | 33 | |
| Total workforce by gender - Corporate manager - Male | % | 60% | 60% | 33 | |
| Total workforce by geographical region - China | % | 1% | 1% | 33 | |
| Total workforce by geographical region - Hong Kong | % | 99% | 99% | 33 |
Employee turnover rate by gender, age group and geographical region.
| Indicator | Unit | 2020 | 2021 | Report Pages |
|---|---|---|---|---|
| Employee turnover rate by age group - 31–40 | % | 10.41% | 19.77% | 33 |
| Employee turnover rate by age group - 41–50 | % | 6.65% | 10.10% | 33 |
| Employee turnover rate by age group - 51–60 | % | 3.82% | 9.65% | 33 |
| Employee turnover rate by age group - 60 above | % | 11.7% | 21.87% | 33 |
| Employee turnover rate by age group - Below 31 | % | 13.33% | 17.26% | 33 |
| Employee turnover rate by gender - Female | % | 5.31% | 11.39% | 33 |
| Employee turnover rate by gender - Male | % | 10.49% | 17.43% | 33 |
| Employee turnover rate by geographical region - China | % | 20% | 0% | 33 |
| Employee turnover rate by geographical region - Hong Kong | % | 6.53% | 13.01% | 33 |
Number and rate of work-related fatalities occurred in each of the past three years including the reporting year.
| Indicator | Unit | 2019 | 2020 | 2021 | Report Pages |
|---|---|---|---|---|---|
| Number and rate of work-related fatalities occurred in each of the past three years including the reporting year | Nil | Nil | Nil | 34 |
Lost days due to work injury.
| Indicator | Unit | 2020 | 2021 | Report Pages |
|---|---|---|---|---|
| Lost days due to work injury | cases, lost days | 21 | 410 | 34 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Indicator | Unit | 2020 | 2021 | Report Pages |
|---|---|---|---|---|
| Percentage of employees trained by employee category (Corporate manager) | 1.3% | 2.6% | 34 | |
| Percentage of employees trained by employee category (General staff) | 52.5% | 79.6% | 34 | |
| Percentage of employees trained by employee category (Temporary & part-time) | 46.2% | 17.8% | 34 | |
| Percentage of employees trained by gender (Female) | 83% | 89% | 34 | |
| Percentage of employees trained by gender (Male) | 17% | 11% | 34 |
The average training hours completed per employee by gender and employee category.
| Indicator | Unit | 2020 | 2021 | Report Pages |
|---|---|---|---|---|
| Average training hours completed per employee by employee category (external training, All levels) | hours | 0.34 | 1.26 | 34 |
| Average training hours completed per employee by employee category (external training, Corporate manager) | hours | 3.59 | 13.44 | 34 |
| Average training hours completed per employee by employee category (external training, General staff) | hours | 0.24 | 0.86 | 34 |
| Average training hours completed per employee by employee category (internal training, Frontline staff) | hours | 1.9 | 4.01 | 34 |
| Average training hours completed per employee by gender (Female) | hours | 1.45 | 3.45 | 34 |
| Average training hours completed per employee by gender (Male) | hours | 1.73 | 3.75 | 34 |
Number of suppliers by geographical region.
| Indicator | Unit | 2020 | 2021 | Report Pages |
|---|---|---|---|---|
| Number of suppliers by geographical region - Department stores operation - America | 8 | 36 | ||
| Number of suppliers by geographical region - Department stores operation - America (%) | % | 1 | 36 | |
| Number of suppliers by geographical region - Department stores operation - Asia (Excluding Hong Kong) | 45 | 36 | ||
| Number of suppliers by geographical region - Department stores operation - Asia (Excluding Hong Kong) (%) | % | 6 | 36 | |
| Number of suppliers by geographical region - Department stores operation - Europe | 207 | 36 | ||
| Number of suppliers by geographical region - Department stores operation - Europe (%) | % | 29 | 36 | |
| Number of suppliers by geographical region - Department stores operation - Hong Kong | 462 | 36 | ||
| Number of suppliers by geographical region - Department stores operation - Hong Kong (%) | % | 64 | 36 | |
| Number of suppliers by geographical region - Department stores operation - Others | 2 | 36 | ||
| Number of suppliers by geographical region - Department stores operation - Others (%) | % | 0.3 | 36 | |
| Number of suppliers by geographical region - Department stores operation - majority location | Majority of our merchandise suppliers are located in Hong Kong and European countries | 36 | ||
| Number of suppliers by geographical region - Property investment operation - Hong Kong | 15 | 36 | ||
| Number of suppliers by geographical region - Property investment operation - Hong Kong (%) | % | 100 | 36 |
Percentage of total products sold or shipped subject to recalls for safety and health reasons.
| Indicator | Unit | 2020 | 2021 | Report Pages |
|---|---|---|---|---|
| Percentage of total products sold or shipped subject to recalls for safety and health reasons - Department stores operation - merchandise recalled | pieces | 84 | 36 | |
| Percentage of total products sold or shipped subject to recalls for safety and health reasons - Department stores operation - number of incidents | incident, incidents | 4 | 1 | 36 |
| Percentage of total products sold or shipped subject to recalls for safety and health reasons - Department stores operation - recall percentage | % | 0.001 | 36 |
Number of products and service related complaints received and how they are dealt with.
| Indicator | Unit | 2020 | 2021 | previous year | Report Pages |
|---|---|---|---|---|---|
| Number of customer complaints received regarding department stores’ merchandise and services in previous year | complaints | 46 | 25 | ||
| Number of customer compliments received regarding department stores’ merchandise and services in previous year | compliments | 337 | 25 | ||
| Number of products and service related complaints received and how they are dealt with - Department stores operation - cases | cases | 46 | 27 | 36 | |
| Number of products and service related complaints received and how they are dealt with - Department stores operation - settlement rate | 100% settled | 100% settled | 36 | ||
| Number of products and service related complaints received and how they are dealt with - Property investment operation - cases | cases | 2 | 36 | ||
| Number of products and service related complaints received and how they are dealt with - Property investment operation - settlement rate | 100% settled | 36 |
The types of emissions and respective emissions data.
| Standard Indicator | Unit | 2019 | 2020 | 2021 |
|---|---|---|---|---|
| Airborne Particulate Matter (PM) Emissions | g | 28030 | 28548 | 29090 |
| NOâ‚“ Emissions | g | 405096 | 396760 | 397465 |
| SOâ‚“ Emissions | g | 608 | 559 | 574 |
Direct (Scope 1) and energy indirect (Scope 2) greenhouse gas emissions (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2020 | 2021 |
|---|---|---|---|
| Direct GHG Emissions (Scope 1) | tCO2e | 91 | 93 |
| Indirect Energy Emissions (Scope 2) | tCO2e | 11499 | 9385 |
| Scope 1 GHG Emissions Intensity (By Revenue) | tCO2e/HK$1m revenue | 0.078 | 0.085 |
| Scope 2 GHG Emissions Intensity (By Revenue) | tCO2e/HK$1m revenue | 9.87 | 8.59 |
| Scope 3 GHG Emissions (Business Travel) | tCO2e | 14 | |
| Scope 3 GHG Emissions (Waste Generated in Operations) | tCO2e | -48 | -33 |
| Total GHG Emissions | tCO2e | 11570 | 9458 |
| Total GHG Emissions Intensity (By Revenue) | tCO2e/HK$1m revenue | 9.93 | 8.66 |
Total hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2020 |
|---|---|---|
| Hazardous Waste (Electronic and IT Equipment) | pieces (uninterruptible power supply units for server) | 14 |
| Total Hazardous Waste | pieces (uninterruptible power supply units for server) | 14 |
Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2020 | 2021 |
|---|---|---|---|
| Paper Waste | tonnes | 9.6 | 8.8 |
| Total Non-Hazardous Waste Intensity (By Revenue) | tonnes per HK$1m revenue | -0.008 | -0.006 |
Description of emissions target(s) set and steps taken to achieve them.
| Standard Indicator | Unit |
|---|---|
| GHG Emissions Reduction Percentage Compared to Last Year | % |
| NOx Emissions Reduction Percentage Compared to Last Year | % |
| PM Emissions Reduction Percentage Compared to Last Year | % |
| SOx Emissions Reduction Percentage Compared to Last Year | % |
Description of how hazardous and non-hazardous wastes are handled, and a description of reduction target(s) set and steps taken to achieve them.
| Standard Indicator | Unit | 2020 | 2021 |
|---|---|---|---|
| Non-Hazardous Waste Intensity Reduction Compared to Last Year (By Revenue) | tonne/HK$1m revenue | -0.008 | -0.006 |
Direct and/or indirect energy consumption by type (e.g. electricity, gas or oil) in total (kWh in '000s) and intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2019 | 2020 | 2021 |
|---|---|---|---|---|
| Direct Energy Intensity (By Revenue) | MWh/HKS1m revenue | 0.318 | 0.349 | |
| Indirect Energy Intensity (By Revenue) | MWh/HKS1m revenue | 15.23 | 15.99 | |
| Total Direct Energy Consumption | MWh | 403 | 371 | 381 |
| Total Energy Consumption | MWh | 19361 | 18115 | 17856 |
| Total Indirect Energy Consumption | MWh | 18958 | 17744 | 17475 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2019 | 2020 | 2021 |
|---|---|---|---|---|
| Water Consumption | m3 | 23025 | 23162 | 20897 |
| Water Consumption Intensity (By Revenue) | m3/HKS1m revenue | 19.88 | 19.12 |
Description of energy use efficiency target(s) set and steps taken to achieve them.
| Standard Indicator | Unit |
|---|---|
| Energy Consumption Reduction Compared to Last Year | MWh |
| Energy Consumption Reduction Percentage Compared to Last Year | % |
Total packaging material used for finished products (in tonnes) and, if applicable, with reference to per unit produced.
| Standard Indicator | Unit | 2020 | 2021 |
|---|---|---|---|
| Packaging Material Intensity (By Revenue) | tonnes/HKS1m revenue | 0.14 | 0.14 |
| Packaging Materials Consumed | tonnes | 99 | 90 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Standard Indicator | Unit | 2020 | 2021 |
|---|---|---|---|
| Percentage of Employees Aged 30-50 | % | 40 | 37 |
| Percentage of Employees Aged Above 50 | % | 54 | 57 |
| Percentage of Employees Aged Below 30 | % | 6 | 6 |
| Percentage of Employees in Hong Kong | % | 99 | 99 |
| Percentage of Employees in Mainland China | % | 1 | 1 |
| Percentage of Female Employees | % | 74 | 75 |
| Percentage of Full-time Employees | % | 90 | 92 |
| Percentage of Male Employees | % | 26 | 25 |
| Percentage of Part-time Employees | % | 10 | 8 |
Employee turnover rate by gender, age group and geographical region.
| Standard Indicator | Unit | 2020 | 2021 |
|---|---|---|---|
| Turnover Rate of Employees Aged 30-50 | % | 8.53 | 14.94 |
| Turnover Rate of Employees Aged Above 50 | % | 7.76 | 15.76 |
| Turnover Rate of Employees Aged Below 30 | % | 13.33 | 17.26 |
| Turnover Rate of Employees in Hong Kong | % | 6.53 | 13.01 |
| Turnover Rate of Employees in Mainland China | % | 20 | |
| Turnover Rate of Female Employees | % | 5.31 | 11.39 |
| Turnover Rate of Male Employees | % | 10.49 | 17.43 |
Lost days due to work injury.
| Standard Indicator | Unit | 2020 | 2021 |
|---|---|---|---|
| Lost Days Due to Work-related Injuries | lost days | 373 | 410 |
| Number of Work-related Injuries | cases | 21 | 25 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Standard Indicator | Unit | 2020 | 2021 |
|---|---|---|---|
| Percentage of Trained Female Employees | % | 83 | 89 |
| Percentage of Trained Male Employees | % | 17 | 11 |
The average training hours completed per employee by gender and employee category.
| Standard Indicator | Unit | 2020 | 2021 |
|---|---|---|---|
| Average Training Hours (Female) | hours | 1.45 | 3.45 |
| Average Training Hours (General Staff) | hours | 0.24 | 0.86 |
| Average Training Hours (Male) | hours | 1.73 | 3.75 |
| Average Training Hours per Employee | hours | 0.34 | 1.26 |
Number of suppliers by geographical region.
| Standard Indicator | Unit | 2021 |
|---|---|---|
| Number of Suppliers in Asia (Excluding China) | 45 | |
| Number of Suppliers in Europe | 207 | |
| Number of Suppliers in Hong Kong | 462 | |
| Number of Suppliers in Overseas | 217 | |
| Number of Total Suppliers | 724 |
Percentage of total products sold or shipped subject to recalls for safety and health reasons.
| Standard Indicator | Unit | 2021 |
|---|---|---|
| Number of Recalled Products for Safety and Health Reasons | pieces | 84 |
| Percentage of Recalled Products for Safety and Health Reasons | % | 0.001 |
Number of products and service related complaints received and how they are dealt with.
| Standard Indicator | Unit | 2020 | 2021 |
|---|---|---|---|
| Complaint Growth Rate | percent | -41 | |
| Complaints Handling Rate | percent | 100 | 100 |
| Number of Complaints Dealt with | cases | 46 | 2 |
| Number of Products and Service Related Complaints | cases | 46 | 2 |