2021 Environmental, Social and Governance Report

Company: BANK OF GUIZHOU (6199)
Year: 2021
Published: 2022-05-31
Status: Processed
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Extracted ESG KPIs

KPIs are organized by ESG aspects.

The types of emissions and respective emissions data.

Indicator Unit 2021 Report Pages
Nitrogen oxide emissions kg 6019.41 32
Particulate emissions kg 574.55 32
Sulphur oxide emissions kg 8.22 32

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 2021 Report Pages
Direct emissions per capita - Anshun Branch tCO2e/person 0.23 33
Direct emissions per capita - Bijie Branch tCO2e/person 0.4 33
Direct emissions per capita - Guiyang Management Department tCO2e/person 0.21 33
Direct emissions per capita - Head Office tCO2e/person 1.99 33
Direct emissions per capita - Liupanshui Branch tCO2e/person 0.34 33
Direct emissions per capita - Qianan Branch tCO2e/person 0.52 33
Direct emissions per capita - Qiandongnan Branch tCO2e/person 0.5 33
Direct emissions per capita - Qianxinan Branch tCO2e/person 0.4 33
Direct emissions per capita - Tongren Branch tCO2e/person 0.48 33
Direct emissions per capita - Zunyi Branch tCO2e/person 0.44 33
Direct greenhouse gas emissions tonnes of CO₂ 2991.58 32
Direct greenhouse gas emissions - Anshun Branch tCO2e 100 33
Direct greenhouse gas emissions - Bijie Branch tCO2e 148 33
Direct greenhouse gas emissions - Guiyang Management Department tCO2e 208 33
Direct greenhouse gas emissions - Head Office tCO2e 1301 33
Direct greenhouse gas emissions - Liupanshui Branch tCO2e 165 33
Direct greenhouse gas emissions - Qianan Branch tCO2e 177 33
Direct greenhouse gas emissions - Qiandongnan Branch tCO2e 193 33
Direct greenhouse gas emissions - Qianxinan Branch tCO2e 99 33
Direct greenhouse gas emissions - Tongren Branch tCO2e 148 33
Direct greenhouse gas emissions - Zunyi Branch tCO2e 454 33
Greenhouse gas emissions per capita tons of CO₂/person 4.15 32
Greenhouse gas emissions per square metre of floor space tonnes of CO₂/m² 0.06 32
Indirect greenhouse gas emissions tonnes of CO₂ 18828.24 32
Indirect greenhouse gas emissions - Anshun Branch tCO2e 1441 34
Indirect greenhouse gas emissions - Bijie Branch tCO2e 965 34
Indirect greenhouse gas emissions - Guiyang Management Department tCO2e 1375 34
Indirect greenhouse gas emissions - Head Office tCO2e 3179 34
Indirect greenhouse gas emissions - Liupanshui Branch tCO2e 1905 34
Indirect greenhouse gas emissions - Qianan Branch tCO2e 944 34
Indirect greenhouse gas emissions - Qiandongnan Branch tCO2e 1423 34
Indirect greenhouse gas emissions - Qianxinan Branch tCO2e 2729 34
Indirect greenhouse gas emissions - Tongren Branch tCO2e 1174 34
Indirect greenhouse gas emissions - Total tCO2e 18828 34
Indirect greenhouse gas emissions - Zunyi Branch tCO2e 3683 34
Indirect greenhouse gas emissions per capita - Anshun Branch tCO2e 3.33 34
Indirect greenhouse gas emissions per capita - Bijie Branch tCO2e 2.59 34
Indirect greenhouse gas emissions per capita - Guiyang Management Department tCO2e 1.39 34
Indirect greenhouse gas emissions per capita - Head Office tCO2e 4.86 34
Indirect greenhouse gas emissions per capita - Liupanshui Branch tCO2e 3.94 34
Indirect greenhouse gas emissions per capita - Qianan Branch tCO2e 2.79 34
Indirect greenhouse gas emissions per capita - Qiandongnan Branch tCO2e 3.67 34
Indirect greenhouse gas emissions per capita - Qianxinan Branch tCO2e 10.96 34
Indirect greenhouse gas emissions per capita - Tongren Branch tCO2e 3.84 34
Indirect greenhouse gas emissions per capita - Total tCO2e 3.58 34
Indirect greenhouse gas emissions per capita - Zunyi Branch tCO2e 3.54 34
Total direct emissions per capita tCO2e/person 0.57 33
Total direct greenhouse gas emissions tCO2e 2992 33
Total greenhouse gas emissions tonnes of CO₂ 21819.82 32

Total hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).

Indicator Unit 2021 Report Pages
Hazardous waste tonnes 20.11 32
Hazardous waste per capita kg/person 3.83 32
Hazardous waste per square metre of floor area kg/m² 0.05 32

Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).

Indicator Unit 2021 Report Pages
Non-hazardous waste tonnes 132.68 32
Non-hazardous waste per capita kg/person 25.25 32
Non-hazardous waste per square metre kg/m² 0.35 32
Office paper consumption - Zunyi Branch t 15.7 34
Office paper consumption per capita kg/person 27.93 32
Office paper consumption per square metre of floor space kg/m² 0.39 32
Office paper use per capita - Anshun Branch kg/person 10.76 34
Office paper use per capita - Bijie Branch kg/person 7.88 34
Office paper use per capita - Guiyang Management Department kg/person 49.14 34
Office paper use per capita - Head Office kg/person 8.12 34
Office paper use per capita - Liupanshui Branch kg/person 6.21 34
Office paper use per capita - Qianan Branch kg/person 16.27 34
Office paper use per capita - Qiandongnan Branch kg/person 7.22 34
Office paper use per capita - Qianxinan Branch kg/person 200.8 34
Office paper use per capita - Tongren Branch kg/person 27.03 34
Office paper use per capita - Total kg/person 27.93 34
Office paper use per capita - Zunyi Branch kg/person 15.05 34

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 2021 Report Pages
Compliant handling satisfaction rate % 99.01 41

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 2021 Report Pages
Coal gas m³ 2090 32
Coal gas consumption - Zunyi Branch m³ 2090 33
Diesel consumption - Anshun Branch L 200 33
Diesel consumption - Head Office L 533 33
Diesel consumption - Zunyi Branch L 210 33
Diesel consumption for heating/cooling - Anshun Branch L 200 33
Diesel consumption for heating/cooling - Bijie Branch L 20 33
Diesel consumption for heating/cooling - Head Office L 5100 33
Diesel consumption for heating/cooling - Qianan Branch L 7 33
Diesel consumption for heating/cooling - Qiandongnan Branch L 300 33
Diesel consumption for heating/cooling - Tongren Branch L 78 33
Diesel consumption for heating/cooling - Zunyi Branch L 2090 33
Diesel consumption of facilities L 5755 32
Diesel consumption of public vehicles L 1043 32
Direct energy consumption per capita kWh/person 2424.45 32
Direct energy consumption per square metre of floor space kWh/m² 33.8 32
Electricity consumption - Anshun Branch kWh 2479650 34
Electricity consumption - Bijie Branch kWh 1681000 34
Electricity consumption - Guiyang Management Department kWh 2366698 34
Electricity consumption - Head Office kWh 5444700 34
Electricity consumption - Liupanshui Branch kWh 3278635 34
Electricity consumption - Qianan Branch kWh 1625361 34
Electricity consumption - Qiandongnan Branch kWh 2450000 34
Electricity consumption - Qianxinan Branch kWh 4697800 34
Electricity consumption - Tongren Branch kWh 2020000 34
Electricity consumption - Total kWh 32379436 34
Electricity consumption - Zunyi Branch kWh 6356042 34
Energy consumption per capita kWh/person 8586.09 32
Energy consumption per square metre of floor space kWh/m² 119.71 32
Indirect energy consumption per capita kWh/person 6161.56 32
Indirect energy consumption per square metre of floor space kWh/m² 85.91 32
Liquefied petroleum gas kg 37581 32
Liquefied petroleum gas consumption - Anshun Branch kg 4089 33
Liquefied petroleum gas consumption - Guiyang Management Department kg 8035 33
Liquefied petroleum gas consumption - Qianan Branch kg 5607 33
Liquefied petroleum gas consumption - Qiandongnan Branch kg 13600 33
Liquefied petroleum gas consumption - Qianxinan Branch kg 3560 33
Liquefied petroleum gas consumption - Zunyi Branch kg 2690 33
Natural gas m³ 627289 32
Natural gas consumption - Bijie Branch m³ 3480 33
Natural gas consumption - Guiyang Management Department m³ 8853 33
Natural gas consumption - Head Office m³ 548728 33
Natural gas consumption - Liupanshui Branch m³ 45375 33
Natural gas consumption - Qianan Branch m³ 7853 33
Natural gas consumption - Zunyi Branch m³ 13000 33
Petrol consumption - Anshun Branch L 31723 33
Petrol consumption - Bijie Branch L 51864 33
Petrol consumption - Guiyang Management Department L 60736 33
Petrol consumption - Head Office L 35138 33
Petrol consumption - Liupanshui Branch L 24693 33
Petrol consumption - Qianan Branch L 52734 33
Petrol consumption - Qiandongnan Branch L 55700 33
Petrol consumption - Qianxinan Branch L 32572 33
Petrol consumption - Tongren Branch L 54670 33
Petrol consumption - Zunyi Branch L 152003 33
Petrol consumption of public vehicles L 551661 32
Purchased power kWh 32379436 32
Total coal gas consumption m³ 2090 33
Total diesel consumption L 1043 33
Total diesel consumption for heating/cooling L 5755 33
Total direct energy consumption kWh 12740453 32
Total energy consumption kWh 45119889 32
Total liquefied petroleum gas consumption kg 37581 33
Total natural gas consumption m³ 627289 33
Total petrol consumption L 551661 33

Water consumption in total and intensity (e.g. per unit of production volume, per facility).

Indicator Unit 2021 Report Pages
Office water consumption tonnes 262148 32
Office water consumption - Anshun Branch t 11053 33
Office water consumption - Bijie Branch t 3522 33
Office water consumption - Guiyang Management Department t 136722 33
Office water consumption - Head Office t 21079 33
Office water consumption - Liupanshui Branch t 18822 33
Office water consumption - Qianan Branch t 9019 33
Office water consumption - Qiandongnan Branch t 5340 33
Office water consumption - Qianxinan Branch t 20932 33
Office water consumption - Tongren Branch t 9114 33
Office water consumption - Zunyi Branch t 26385 33
Office water consumption per capita tonnes/person 49.89 32
Office water consumption per square metre of floor space tonnes/m² 0.7 32
Office water per capita - Anshun Branch t/person 25.59 33
Office water per capita - Bijie Branch t/person 9.44 33
Office water per capita - Guiyang Management Department t/person 138.24 33
Office water per capita - Head Office t/person 32.23 33
Office water per capita - Liupanshui Branch t/person 39.3 33
Office water per capita - Qianan Branch t/person 26.68 33
Office water per capita - Qiandongnan Branch t/person 13.76 33
Office water per capita - Qianxinan Branch t/person 84.06 33
Office water per capita - Tongren Branch t/person 29.78 33
Office water per capita - Zunyi Branch t/person 25.3 33
Total office water consumption t 262148 33
Total office water per capita t/person 49.89 33

Total packaging material used for finished products (in tonnes) and, if applicable, with reference to per unit produced.

Indicator Unit 2021 Report Pages
Office paper consumption tonnes 146.78 32
Office paper consumption - Anshun Branch t 4.65 34
Office paper consumption - Bijie Branch t 2.94 34
Office paper consumption - Guiyang Management Department t 48.6 34
Office paper consumption - Head Office t 5.31 34
Office paper consumption - Liupanshui Branch t 3 34
Office paper consumption - Qianan Branch t 5.5 34
Office paper consumption - Qiandongnan Branch t 2.8 34
Office paper consumption - Qianxinan Branch t 50 34
Office paper consumption - Tongren Branch t 8.27 34
Office paper consumption - Total t 146.78 34

Description of the significant impacts of activities on the environment and natural resources and the actions taken to manage them.

Indicator Unit 2019 2020 2021 Report Pages
Number of financed environmental projects 120 166 237 6
Proportion of green loans to total loans % 10.11 10.68 13.96 6

Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.

Indicator Unit 2019 2020 2021 Report Pages
Allocation ratio % 3.85 3.84 4.9 6
Allowance coverage ratio % 324.95 334.36 426.41 6
Number of employees aged 20 to 30 people 1865 44
Number of employees aged 31 to 40 people 1851 44
Number of employees aged 41 to 50 people 1044 44
Number of employees aged 51 and over people 495 44
Number of employees at the branches in Guiyang people 991 44
Number of employees at the branches outside Guiyang people 3584 44
Number of employees in the Head Office people 680 44
Number of employees that have directly signed employment contracts people 5255 44
Number of employees with a Bachelor's degree people 773 44
Number of employees with a Master's degree or above people 351 44
Number of employees with other education background people 4131 44
Number of ethnic minority employees 1639 1659 1745 6
Number of female employees people 2783 44
Number of male employees people 2472 44
Number of new employees people 237 44
Operating revenue RMB 100 million 107.06 112.48 117.37 6
Percentage of female employees % 62.07 52.58 52.96 6
Total assets RMB 100 million 4093.89 4564.01 5038.8 6
Total loans RMB 100 million 1798.68 2139.23 2504.87 6
Total number of employees people 4820 5169 5255 6, 44

Employee turnover rate by gender, age group and geographical region.

Indicator Unit 2021 Report Pages
Female staff turnover rate 0.97% 44
Male staff turnover rate 1.52% 44
Staff turnover rate at Head office 0.27% 44
Staff turnover rate at branches in Guiyang 0.84% 44
Staff turnover rate at branches outside Guiyang 1.38% 44
Turnover rate of employees aged 20 to 30 1.08% 44
Turnover rate of employees aged 31 to 40 1.16% 44
Turnover rate of employees aged 41 to 50 0.17% 44
Turnover rate of employees aged 51 and over 0.08% 44

Lost days due to work injury.

Indicator Unit 2021 Report Pages
Number of work injury days caused by work-related injuries days 172 46

Description of occupational health and safety measures adopted, and how they are implemented and monitored.

Indicator Unit 2021 Report Pages
Number of employees visited by trade union on New Year's Day, Spring Festival and May Day employees 4616 46
Number of participants in practical emergency drills people 16058 46
Number of practical emergency drills sessions 1186 46

The percentage of employees trained by gender and employee category (e.g. senior management, middle management).

Indicator Unit 2019 2020 2021 Report Pages
Number of staff training programs 508 534 45
Percentage of female employees trained % 52.5 51.44 45
Percentage of grassroots staff trained % 92 99.55 45
Percentage of male employees trained % 47.5 47.99 45
Percentage of middle management trained % 21.5 94.57 45
Percentage of senior management trained % 100 100 45
Staff training attendance person-times 50137 43277 45
Staff training coverage % 100 99.51 45
Total training cost RMB 10000 1285 782 1240 6
Total training held throughout the year sessions 548 559 45

The average training hours completed per employee by gender and employee category.

Indicator Unit 2020 2021 Report Pages
Length of middle management training per capita hours 66 24.3 45
Length of senior management training per capita hours 55 97.2 45
Length of training per female employee hours 31.33 16.57 45
Length of training per male employee hours 28.95 17.64 45
Number of grassroots staff training per capita hours 33.21 16.83 45
Total investment in staff training RMB 10000 782 1240 45

Number of suppliers by geographical region.

Indicator Unit 2019 2020 2021 Report Pages
Accumulated star-rated outlets as percentage of total number of outlets in the Bank 18.78% 38
Accumulated star-rated outlets within the Bank outlets 43 38
Balance of targeted poverty alleviation loans RMB 100 million 295.63 256.85 234.83 6
Number of business outlets 217 221 224 6
Number of business outlets with barrier-free access 137 142 150 6
Number of community bank outlets outlets 5 5 5 38
Number of outlets constructed outlets 217 221 224 38
Number of star-rated outlets as percentage of total number of outlets in the Bank 6.99% 38
Number of star-rated outlets nationwide outlets 16 16 16 38
Scale of mobile banking transactions RMB 100 million 805.75 1087.82 1460.86 6
Total deposits RMB 100 million 2602.66 2890.43 3055.21 6
Year-on-year growth rate of green loan balance % 43.11 25.68 53.03 6

Number of products and service related complaints received and how they are dealt with.

Indicator Unit 2019 2020 2021 Report Pages
96655 complaint handling satisfaction rate % 99.33 98.76 99.01 41
96655 customer service satisfaction rate % 99.33 98.76 99.01 6
Corporate online banking transaction amount RMB 100 million 5197.75 11783.56 12712.04 38
Cumulative number of online banking and mobile banking customers 10000 460.97 588.45 768.23 6
Cumulative number of online banking and mobile banking customers (10000) 10000 460.97 588.45 768.23 38
Improvement of complaint handling satisfaction rate over previous year percentage points 0.25 41
Mobile banking transaction amount RMB 100 million 805.75 1087.82 1460.86 38
Net assets per share RMB 2.32 2.47 2.67 6
Number of complaints by business - Cards 697 41
Number of complaints by business - Deposits 49 41
Number of complaints by business - Loans 162 41
Number of complaints by business - Other 165 41
Number of complaints by business - Payment and settlement 144 41
Number of complaints by region - Anshun 80 41
Number of complaints by region - Bijie 62 41
Number of complaints by region - Guiyang 228 41
Number of complaints by region - Head Office 248 41
Number of complaints by region - Liupanshui 77 41
Number of complaints by region - Qiandongnan 52 41
Number of complaints by region - Qiannan 57 41
Number of complaints by region - Qianxinan 54 41
Number of complaints by region - Tongren 60 41
Number of complaints by region - Zunyi 297 41
Number of complaints caused by management system, business rules and procedures 326 41
Number of complaints caused by service attitude and service quality 766 41
Number of corporate online banking customers (10000) 10000 5.51 5.97 7.64 38
Number of customer complaints received 556 969 1217 41
Number of customer of green loans 105 432 512 6
Number of mobile banking customers (10000) 10000 263.88 341.97 444.06 38
Number of telephone banking incoming calls at 96655 call centre 24000 32500 39320 41
Personal online banking transaction amount RMB 100 million 720.76 599.41 683.8 38
Proportion of financial transactions through e-banking channels in the total number of transactions of the Bank % 97.49 97.64 98.84 38
Service connection rate at 96655 call centre % 89.5 87.5 85.85 41

Description of consumer data protection and privacy policies, and how they are implemented and monitored.

Indicator Unit 2019 2020 2021 Report Pages
Number of personal online banking customers (10000) 10000 191.58 240.5 316.54 38
Proportion of online financial transactions to all transactions % 97.49 97.64 98.84 6

Number of concluded legal cases regarding corrupt practices brought against the issuer or its employees during the reporting period and the outcomes of the cases.

Indicator Unit 2019 2020 2021 Report Pages
Capital adequacy ratio % 14.45 13.67 13.78 6

Description of anti-corruption training provided to directors and staff.

Indicator Unit 2019 2020 2021 Report Pages
Anti-money laundering training coverage person-times 2200 2200 2000 6
Number of anti-money laundering trainings 4 5 6 6

Focus areas of contribution (e.g. education, environmental concerns, labour needs, health, culture, sport).

Indicator Unit 2019 2020 2021 Report Pages
Green loan balance RMB 100 million 181.83 228.52 349.71 6

Resources contributed (e.g. money or time) to the focus area.

Indicator Unit 2019 2020 2021 Report Pages
New green loan disbursements RMB 100 million 81.54 44.38 151.22 6
Number of volunteers 1741 803 2254 6
Volunteering time hours 13741 3924 31007 6

The types of emissions and respective emissions data.

Standard Indicator Unit 2021
Airborne Particulate Matter (PM) Emissions kg 574.55
NOₓ Emissions kg 6019.41
SOₓ Emissions kg 8.22

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 2021
Direct GHG Emissions (Scope 1) tCO2e 2992
Indirect Energy Emissions (Scope 2) tCO2e 18828
Scope 1 GHG Emissions Intensity (By Employee) tCO2e/person 0.57
Scope 2 GHG Emissions Intensity (By Employee) tCO2e/person 3.58
Total GHG Emissions tonnes of CO₂ 21819.82
Total GHG Emissions Intensity (By Area) tonnes of CO₂/m² 0.06
Total GHG Emissions Intensity (By Employee) tons of CO₂/person 4.15

Total hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).

Standard Indicator Unit 2021
Total Hazardous Waste tonnes 20.11
Total Hazardous Waste Intensity (By Area) kg/m² 0.05
Total Hazardous Waste Intensity (By Employee) kg/person 3.83

Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).

Standard Indicator Unit 2021
Non-Hazardous Waste Disposed tonnes 132.68
Paper Waste t 15.7
Total Non-Hazardous Waste Intensity (By Area) kg/m² 0.35
Total Non-Hazardous Waste Intensity (By Employee) kg/person 25.25

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 2021
Diesel Fuel Consumption L 1043
Direct Energy Intensity (By Area) kWh/m² 33.8
Direct Energy Intensity (By Employee) kWh/person 2424.45
Energy Consumption Intensity (By Area) kWh/m² 119.71
Energy Consumption Intensity (By Employee) kWh/person 8586.09
Gasoline Consumption L 551661
Grid Electricity Consumption kWh 32379436
Indirect Energy Intensity (By Area) kWh/m² 85.91
Indirect Energy Intensity (By Employee) kWh/person 6161.56
LPG Consumption kg 37581
Natural Gas Consumption m³ 627289
Purchased Electricity kWh 32379436
Total Direct Energy Consumption kWh 12740453
Total Energy Consumption kWh 45119889
Total Indirect Energy Consumption kWh 32379436

Water consumption in total and intensity (e.g. per unit of production volume, per facility).

Standard Indicator Unit 2021
Water Consumption in Office tonnes 262148

Total packaging material used for finished products (in tonnes) and, if applicable, with reference to per unit produced.

Standard Indicator Unit 2021
Packaging Material Consumption (Paper) tonnes 146.78

Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.

Standard Indicator Unit 2019 2020 2021
Number of Bachelor's Degree Employees people 773
Number of Employees Aged 30-50 people 2895
Number of Employees Aged Above 50 people 495
Number of Employees Aged Below 30 people 1865
Number of Female Employees people 2783
Number of Male Employees people 2472
Number of Master's Degree Employees people 351
Number of New Employees people 237
Number of Total Employees 4820 5169 5255
Percentage of Female Employees % 62.07 52.58 52.96
Percentage of Male Employees % 47.04

Employee turnover rate by gender, age group and geographical region.

Standard Indicator Unit 2021
Turnover Rate of Employees Aged 30-50 % 1.16
Turnover Rate of Employees Aged Above 50 % 0.08
Turnover Rate of Employees Aged Below 30 % 1.08
Turnover Rate of Female Employees % 0.97
Turnover Rate of Male Employees % 1.52

Lost days due to work injury.

Standard Indicator Unit 2021
Lost Days Due to Work-related Injuries days 172

Description of occupational health and safety measures adopted, and how they are implemented and monitored.

Standard Indicator Unit 2021
Number of People Receiving Training on Work Safety people 16058
Number of Production Safety Emergency Drills sessions 1186

The percentage of employees trained by gender and employee category (e.g. senior management, middle management).

Standard Indicator Unit 2019 2020 2021
Percentage of Employees Trained % 100 99.51
Percentage of Trained Female Employees % 52.5 51.44
Percentage of Trained General Employees % 92 99.55
Percentage of Trained Male Employees % 47.5 47.99
Percentage of Trained Middle Management % 21.5 94.57
Percentage of Trained Senior Management % 100 100
Total Cost of Training RMB 10000 1285 782 1240

The average training hours completed per employee by gender and employee category.

Standard Indicator Unit 2020 2021
Average Training Hours (Female) hours 31.33 16.57
Average Training Hours (General Staff) hours 33.21 16.83
Average Training Hours (Male) hours 28.95 17.64
Average Training Hours (Middle Management) hours 66 24.3
Average Training Hours (Senior Management) hours 55 97.2

Number of products and service related complaints received and how they are dealt with.

Standard Indicator Unit 2019 2020 2021
Complaint Growth Rate % 74.28 25.62
Satisfaction Rate of Customer Complaint Handling % 99.33 98.76 99.01
Total Number of Customer Complaints 556 969 1217

Description of anti-corruption training provided to directors and staff.

Standard Indicator Unit 2019 2020 2021
Number of Anti-corruption Training Session 4 5 6
Number of Attendance for Anti-corruption Training person-times 2200 2200 2000

Resources contributed (e.g. money or time) to the focus area.

Standard Indicator Unit 2019 2020 2021
Number of Registered Volunteers 1741 803 2254
Total Volunteer Service Hours hours 13741 3924 31007