ENVIRONMENTAL, SOCIAL AND GOVERNANCE (ESG) AND CORPORATE SOCIAL RESPONSIBILITY REPORT 2023
Extracted ESG KPIs
KPIs are organized by ESG aspects.
The types of emissions and respective emissions data.
| Indicator | Unit | 2021 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Exhaust emissions | ton | 0.15 | 0.098 | 0.118 | 38 |
| Nitrogen oxides | ton | 0.14 | 0.1 | 0.107 | 38 |
| Particulate matter | ton | 0.008 | 38 | ||
| Sulphur dioxide | ton | 0.0046 | 0.0028 | 0.004 | 38 |
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 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Direct emissions (Scope 1) | ton | 1452.54 | 1147.95 | 2389.22 | 38 |
| Greenhouse gas emissions per unit area of office area (Scope 1 and 2) | ton/m² | 0.032 | 0.04 | 0.06 | 38 |
| Indirect emissions (Scope 2) | ton | 17521.28 | 16978.57 | 26983.51 | 38 |
| Total greenhouse gas emissions (Scope 1 and 2) | ton | 18870.63 | 18126.52 | 29372.73 | 38 |
Total hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2021 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Hazardous waste | ton | 7.89 | 5.19 | 6.28 | 38 |
| Hazardous waste disposal per employee | ton/employee | 0.00053 | 0.0004 | 0.0005 | 38 |
Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2021 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Non-hazardous waste | ton | 1041.4 | 953.35 | 1344.80 | 38 |
| Non-hazardous waste per employee | ton/employee | 0.07 | 0.07 | 0.11 | 38 |
| Paper consumption | ton | 227.96 | 143.68 | 78.86 | 38 |
| Paper consumption per employee | ton/employee | 0.015 | 0.01 | 0.006 | 38 |
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 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Direct energy consumption | MWh | 6728.46 | 4630.12 | 10567.16 | 38 |
| Energy consumption | MWh | 32619.92 | 34401.41 | 56932.92 | 38 |
| Energy consumption per unit area in the office | MWh/m² | 0.059 | 0.08 | 0.12 | 38 |
| Indirect energy consumption | MWh | 25891.46 | 29771.3 | 46365.76 | 38 |
| Natural gas (MWh) | MWh | 3953.74 | 2966.88 | 8362.98 | 27, 38 |
| Natural gas (ton) | ton | 292.79 | 649.26 | 1829.07 | 27, 38 |
| Petrol | ton | 679.25 | 498.68 | 560.15 | 38 |
| Petrol (MWh) | MWh | 2774.73 | 1663.24 | 2204.17 | 27, 38 |
| Purchased electricity | MWh | 25891.46 | 29771.3 | 46365.76 | 38 |
| Purchased electricity (repeated) | MWh | 25891.46 | 29771.3 | 46365.76 | 38 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2021 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Water consumption | ton | 137688.33 | 145965.34 | 221039.52 | 38 |
| Water consumption per employee | ton/employee | 9.30 | 11.34 | 17.63 | 38 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Indicator | Unit | 2021 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Number of R&D personnel | 419 | 405 | 432 | 37 | |
| Number of employees aged 30-50 (exclusive) | 1002 | 25047 | 24153 | 37 | |
| Number of employees in the East Zone | 8651 | 6392 | 37 | ||
| Number of employees in the North Zone | 10509 | 9979 | 37 | ||
| Number of employees in the South Zone | 7436 | 6914 | 37 | ||
| Number of employees in the West Zone | 6812 | 6362 | 37 | ||
| Number of employees over age 50 | 1731 | 2053 | 2126 | 37 | |
| Number of employees under 30 | 623 | 4508 | 3368 | 37 | |
| Number of female employees | 21957 | 20584 | 19276 | 37 | |
| Number of male employees | 11569 | 11024 | 10371 | 37 | |
| Number of management personnel | 1709 | 1723 | 1699 | 37 | |
| Number of professionals | 3486 | 3474 | 3402 | 37 | |
| Number of sales and sales management personnel | 20523 | 18751 | 17133 | 37 | |
| Social insurance contribution rate | % | 100 | 100 | 100 | 37 |
| Total number of employees | 33526 | 31608 | 29647 | 37 |
Employee turnover rate by gender, age group and geographical region.
| Indicator | Unit | 2021 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Employee turnover rate in the East Zone | % | 1.48 | 1.71 | 37 | |
| Employee turnover rate in the North Zone | % | 1.68 | 1.62 | 37 | |
| Employee turnover rate in the South Zone | % | 1.42 | 1.82 | 37 | |
| Employee turnover rate in the West Zone | % | 1.12 | 1.72 | 37 | |
| Female employee turnover rate | % | 2.59 | 4.07 | 37 | |
| Male employee turnover rate | % | 3.11 | 2.80 | 37 | |
| Turnover rate of employees aged 30-50 (exclusive) | % | 43.3 | 3.04 | 4.36 | 37 |
| Turnover rate of employees over age 50 | % | 0.12 | 0.96 | 37 | |
| Turnover rate of employees under 30 | % | 56.7 | 2.54 | 1.55 | 37 |
Lost days due to work injury.
| Indicator | Unit | 2023 | Report Pages |
|---|---|---|---|
| Lost days due to work injury | days | 115 | 37 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Indicator | Unit | 2021 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Number of reserve lecturers in 2023 | 146 | 37 | |||
| Total coverage rate of employee training | % | 100 | 100 | 100 | 37 |
| Training percentage of middle-level personnel | % | 100 | 99.8 | 100 | 37 |
| Training percentage of primary-level staff | % | 96 | 99.4 | 100 | 37 |
| Training percentage of senior staff | % | 100 | 100 | 100 | 37 |
| Training rate of female employees | % | 89 | 99.6 | 100 | 37 |
| Training rate of male employees | % | 93 | 99.3 | 100 | 37 |
The average training hours completed per employee by gender and employee category.
| Indicator | Unit | 2021 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Average employee training hours | 90 class hours | 107 hours | 37 | ||
| Average training hours completed per female employee | 84 hours | 85 class hours | 100.2 class hours | 37 | |
| Average training hours completed per male employee | 99 hours | 97 class hours | 117.4 hours | 37 | |
| Average training hours completed per middle-level personnel | 85 hours | 103 class hours | 104 class hours | 37 | |
| Average training hours completed per primary-level employee | 100 hours | 85 class hours | 97 class hours | 37 | |
| Average training hours completed per senior staff | 85 hours | 112 class hours | 82.3 class hours | 37 |
Number of suppliers by geographical region.
| Indicator | Unit | 2021 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Number of regular suppliers in mainland China | 151 | 149 | 140 | 37 |
Number of products and service related complaints received and how they are dealt with.
| Indicator | Unit | 2023 | Report Pages |
|---|---|---|---|
| Beneficial customers receiving care services at counter windows | 100000 | 22 | |
| Number of complaints received from National Administration of Financial Regulation and dispatched agencies | 2579 | 22 | |
| Number of complaints received in Anhui branch | 43 | 22 | |
| Number of complaints received in Beijing branch | 205 | 22 | |
| Number of complaints received in Chongqing branch | 26 | 22 | |
| Number of complaints received in Dalian branch | 41 | 22 | |
| Number of complaints received in Fujian branch | 30 | 22 | |
| Number of complaints received in Gansu branch | 53 | 22 | |
| Number of complaints received in Guangdong branch | 80 | 22 | |
| Number of complaints received in Guangxi branch | 66 | 22 | |
| Number of complaints received in Hainan branch | 7 | 22 | |
| Number of complaints received in Hebei branch | 231 | 22 | |
| Number of complaints received in Heilongjiang branch | 108 | 22 | |
| Number of complaints received in Henan branch | 162 | 22 | |
| Number of complaints received in Hubei branch | 167 | 22 | |
| Number of complaints received in Hunan branch | 92 | 22 | |
| Number of complaints received in Inner Mongolia branch | 115 | 22 | |
| Number of complaints received in Jiangsu branch | 141 | 22 | |
| Number of complaints received in Jiangxi branch | 80 | 22 | |
| Number of complaints received in Jilin branch | 346 | 22 | |
| Number of complaints received in Liaoning branch | 117 | 22 | |
| Number of complaints received in Ningbo branch | 7 | 22 | |
| Number of complaints received in Qingdao branch | 41 | 22 | |
| Number of complaints received in Qinghai branch | 43 | 22 | |
| Number of complaints received in Shaanxi branch | 301 | 22 | |
| Number of complaints received in Shandi branch | 46 | 22 | |
| Number of complaints received in Shandong branch | 176 | 22 | |
| Number of complaints received in Shanghai branch | 58 | 22 | |
| Number of complaints received in Shenzhen branch | 25 | 22 | |
| Number of complaints received in Sichuan branch | 32 | 22 | |
| Number of complaints received in Tianjin branch | 203 | 22 | |
| Number of complaints received in Xiamen branch | 16 | 22 | |
| Number of complaints received in Xinjiang branch | 257 | 22 | |
| Number of complaints received in Yunnan branch | 41 | 22 | |
| Number of complaints received in Zhejiang branch | 71 | 22 | |
| Number of external complaints - Anhui branch | complaints | 1321 | 23 |
| Number of external complaints - Beijing branch | complaints | 6158 | 23 |
| Number of external complaints - Chongqing branch | complaints | 936 | 23 |
| Number of external complaints - Fujian branch | complaints | 984 | 23 |
| Number of external complaints - Gansu branch | complaints | 738 | 23 |
| Number of external complaints - Guangxi branch | complaints | 889 | 23 |
| Number of external complaints - Hebei branch | complaints | 3182 | 23 |
| Number of external complaints - Heilongjiang branch | complaints | 3102 | 23 |
| Number of external complaints - Henan branch | complaints | 4681 | 23 |
| Number of external complaints - Hubei branch | complaints | 3941 | 23 |
| Number of external complaints - Hunan branch | complaints | 2861 | 23 |
| Number of external complaints - Inner Mongolia branch | complaints | 3290 | 23 |
| Number of external complaints - Jiangsu branch | complaints | 2994 | 23 |
| Number of external complaints - Jilin branch | complaints | 3965 | 23 |
| Number of external complaints - Liaoning branch | complaints | 2246 | 23 |
| Number of external complaints - Ningbo branch | complaints | 105 | 23 |
| Number of external complaints - Ningxia branch | complaints | 1251 | 23 |
| Number of external complaints - Qinghai branch | complaints | 1105 | 23 |
| Number of external complaints - Shaanxi branch | complaints | 6362 | 23 |
| Number of external complaints - Shandong branch | complaints | 7354 | 23 |
| Number of external complaints - Shanghai branch | complaints | 1713 | 23 |
| Number of external complaints - Shanxi branch | complaints | 1467 | 23 |
| Number of external complaints - Shenzhen branch | complaints | 305 | 23 |
| Number of external complaints - Sichuan branch | complaints | 1742 | 23 |
| Number of external complaints - Tianjin branch | complaints | 3194 | 23 |
| Number of external complaints - Xiamen branch | complaints | 217 | 23 |
| Number of external complaints - Xinjiang branch | complaints | 2048 | 23 |
| Number of external complaints - Yunnan branch | complaints | 1145 | 23 |
| Number of external complaints - Zhejiang branch | complaints | 2887 | 23 |
| On-site service representatives for care services | 3000 | 22 | |
| Percentage of complaints in Anhui branch | % | 1 | 22 |
| Percentage of complaints in Beijing branch | % | 6 | 22 |
| Percentage of complaints in Chongqing branch | % | 1 | 22 |
| Percentage of complaints in Dalian branch | % | 1 | 22 |
| Percentage of complaints in Fujian branch | % | 1 | 22 |
| Percentage of complaints in Gansu branch | % | 2 | 22 |
| Percentage of complaints in Guangdong branch | % | 2 | 22 |
| Percentage of complaints in Guangxi branch | % | 2 | 22 |
| Percentage of complaints in Hebei branch | % | 7 | 22 |
| Percentage of complaints in Heilongjiang branch | % | 3 | 22 |
| Percentage of complaints in Henan branch | % | 5 | 22 |
| Percentage of complaints in Hubei branch | % | 5 | 22 |
| Percentage of complaints in Hunan branch | % | 3 | 22 |
| Percentage of complaints in Inner Mongolia branch | % | 3 | 22 |
| Percentage of complaints in Jiangsu branch | % | 4 | 22 |
| Percentage of complaints in Jiangxi branch | % | 2 | 22 |
| Percentage of complaints in Jilin branch | % | 10 | 22 |
| Percentage of complaints in Liaoning branch | % | 3 | 22 |
| Percentage of complaints in Qingdao branch | % | 1 | 22 |
| Percentage of complaints in Qinghai branch | % | 1 | 22 |
| Percentage of complaints in Shaanxi branch | % | 9 | 22 |
| Percentage of complaints in Shandi branch | % | 1 | 22 |
| Percentage of complaints in Shandong branch | % | 5 | 22 |
| Percentage of complaints in Shanghai branch | % | 2 | 22 |
| Percentage of complaints in Shenzhen branch | % | 1 | 22 |
| Percentage of complaints in Sichuan branch | % | 1 | 22 |
| Percentage of complaints in Tianjin branch | % | 6 | 22 |
| Percentage of complaints in Xinjiang branch | % | 7 | 22 |
| Percentage of complaints in Yunnan branch | % | 1 | 22 |
| Percentage of complaints in Zhejiang branch | % | 2 | 22 |
| Sales dispute complaints as percentage of main complaint categories | % | 31 | 23 |
| Total external complaints received | complaints | 78295 | 23 |
| Underwriting and security complaints as percentage of main complaint categories | % | 27 | 23 |
Description of practices relating to observing and protecting intellectual property rights.
| Indicator | Unit | 2021 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Independent software development copyrights | 27 | 28 | 28 | 37 |
Description of consumer data protection and privacy policies, and how they are implemented and monitored.
| Indicator | Unit | 2021 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Information technology investment | RMB million | 104040.51 | 94185.92 | 104034.60 | 37 |
Focus areas of contribution (e.g. education, environmental concerns, labour needs, health, culture, sport).
| Indicator | Unit | 2023 | Report Pages |
|---|---|---|---|
| Expired elderly customers proactively revisited | 44000+ | 22 | |
| Number of consumers reached by financial knowledge education and publicity activities | consumers | 2356000 | 23 |
| People offered 24-hour health video dedicated line service | 3600+ | 22 | |
| People with disabilities served by care services | 650 | 22 |
Resources contributed (e.g. money or time) to the focus area.
| Indicator | Unit | 2021 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Charity donation | RMB million | 20.00 | 18.01 | 16.45 | 37 |
The types of emissions and respective emissions data.
| Standard Indicator | Unit | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Airborne Particulate Matter (PM) Emissions | ton | 0.008 | ||
| NOₓ Emissions | ton | 0.14 | 0.1 | 0.107 |
| SOₓ Emissions | ton | 0.0046 | 0.0028 | 0.004 |
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 | 2022 | 2023 |
|---|---|---|---|---|
| Direct GHG Emissions (Scope 1) | ton | 1452.54 | 1147.95 | 2389.22 |
| Indirect Energy Emissions (Scope 2) | ton | 17521.28 | 16978.57 | 26983.51 |
| Total GHG Emissions | ton | 18870.63 | 18126.52 | 29372.73 |
| Total GHG Emissions Intensity (By Area) | ton/m² | 0.032 | 0.04 | 0.06 |
Total hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Hazardous Electronic Waste | ton | |||
| Hazardous Waste (Used Batteries) | ton | |||
| Total Hazardous Waste | ton | 7.89 | 5.19 | 6.28 |
| Total Hazardous Waste Intensity (By Employee) | ton/employee | 0.00053 | 0.0004 | 0.0005 |
Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Total Non-Hazardous Waste Intensity (By Employee) | ton/employee | 0.07 | 0.07 | 0.11 |
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 | 2022 | 2023 |
|---|---|---|---|---|
| Energy Consumption Intensity (By Area) | MWh/m² | 0.059 | 0.08 | 0.12 |
| Gasoline Consumption | MWh | 2774.73 | 1663.24 | 2204.17 |
| Natural Gas Consumption | MWh | 3953.74 | 2966.88 | 8362.98 |
| Purchased Electricity | MWh | 25891.46 | 29771.3 | 46365.76 |
| Total Direct Energy Consumption | MWh | 6728.46 | 4630.12 | 10567.16 |
| Total Energy Consumption | MWh | 32619.92 | 34401.41 | 56932.92 |
| Total Indirect Energy Consumption | MWh | 25891.46 | 29771.3 | 46365.76 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Water Consumption | ton | 137688.33 | 145965.34 | 221039.52 |
Total packaging material used for finished products (in tonnes) and, if applicable, with reference to per unit produced.
| Standard Indicator | Unit | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Packaging Material Consumption (Paper) | ton | 227.96 | 143.68 | 78.86 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Standard Indicator | Unit | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Number of Employees Aged 30-50 | 1002 | 25047 | 24153 | |
| Number of Employees Aged Above 50 | 1731 | 2053 | 2126 | |
| Number of Employees Aged Below 30 | 623 | 4508 | 3368 | |
| Number of Employees in East China | 8651 | 6392 | ||
| Number of Employees in North China | 10509 | 9979 | ||
| Number of Employees in South China | 7436 | 6914 | ||
| Number of Employees in West China | 6812 | 6362 | ||
| Number of Female Employees | 21957 | 20584 | 19276 | |
| Number of Male Employees | 11569 | 11024 | 10371 | |
| Number of Total Employees | 33526 | 31608 | 29647 | |
| Percentage of Employees Aged 30-50 | % | 2.99 | 79.28 | 81.5 |
| Percentage of Employees Aged Above 50 | % | 5.16 | 6.5 | 7.18 |
| Percentage of Employees Aged Below 30 | % | 1.86 | 14.27 | 11.36 |
| Percentage of Employees in East China | % | 27.37 | 21.56 | |
| Percentage of Employees in North China | % | 33.27 | 33.66 | |
| Percentage of Employees in South China | % | 23.53 | 23.33 | |
| Percentage of Employees in West China | % | 21.56 | 21.46 | |
| Percentage of Female Employees | % | 65.48 | 65.13 | 65 |
| Percentage of Male Employees | % | 34.52 | 34.87 | 35 |
Employee turnover rate by gender, age group and geographical region.
| Standard Indicator | Unit | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Turnover Rate of Employees Aged 30-50 | % | 43.3 | 3.04 | 4.36 |
| Turnover Rate of Employees Aged Above 50 | % | 0.12 | 0.96 | |
| Turnover Rate of Employees Aged Below 30 | % | 56.7 | 2.54 | 1.55 |
| Turnover Rate of Female Employees | % | 2.59 | 4.07 | |
| Turnover Rate of Male Employees | % | 3.11 | 2.8 |
Lost days due to work injury.
| Standard Indicator | Unit | 2023 |
|---|---|---|
| Lost Days Due to Work-related Injuries | days | 115 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Standard Indicator | Unit | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Percentage of Employees Trained | % | 100 | 100 | 100 |
| Percentage of Trained Female Employees | % | 89 | 99.6 | 100 |
| Percentage of Trained General Employees | % | 96 | 99.4 | 100 |
| Percentage of Trained Male Employees | % | 93 | 99.3 | 100 |
| Percentage of Trained Middle Management | % | 100 | 99.8 | 100 |
| Percentage of Trained Senior Management | % | 100 | 100 | 100 |
The average training hours completed per employee by gender and employee category.
| Standard Indicator | Unit | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Average Training Hours (Female) | class hours | 84 | 85 | 100.2 |
| Average Training Hours (General Employees) | class hours | 100 | 85 | 97 |
| Average Training Hours (Male) | class hours | 99 | 97 | 117.4 |
| Average Training Hours (Middle Management) | class hours | 85 | 103 | 104 |
| Average Training Hours (Senior Management) | class hours | 85 | 112 | 82.3 |
| Average Training Hours per Employee | class hours | 90 | 107 |
Number of suppliers by geographical region.
| Standard Indicator | Unit | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Number of Suppliers in Mainland China | 151 | 149 | 140 |
Number of products and service related complaints received and how they are dealt with.
| Standard Indicator | Unit | 2023 |
|---|---|---|
| Total Number of Customer Complaints | complaints | 78295 |
Description of practices relating to observing and protecting intellectual property rights.
| Standard Indicator | Unit | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Number of Intellectual Property Rights Obtained by the Company | 27 | 28 | 28 |
Resources contributed (e.g. money or time) to the focus area.
| Standard Indicator | Unit | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Total Public Welfare Donations | RMB million | 20 | 18.01 | 16.45 |
| Total Social Investment | RMB million | 20 | 18.01 | 16.45 |