ENVIRONMENTAL, SOCIAL AND GOVERNANCE 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 |
|---|---|---|---|---|---|
| Nitrogen oxides emissions | Kilogram | 57.11 | 38.4 | 26.29 | 92 |
| Particulate matter emissions | Kilogram | 4.83 | 2.84 | 1.92 | 92 |
| Sulfur oxides emissions | Kilogram | 0.66 | 1.6 | 3.5 | 92 |
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 |
|---|---|---|---|---|---|
| Average emission factor of the national grid for indirect greenhouse gas emissions (scope 2) | tCO2/MWh | 0.5703 | 101 | ||
| Greenhouse gas emissions | tonnes CO₂e | 21339.71 | 14 | ||
| Greenhouse gas emissions intensity | tonnes CO₂e per revenue in RMB (million) | 8.63 | 14 | ||
| Intensity of greenhouse gas emissions | Tonne/revenue in RMB (million) | 15.13 | 9.96 | 8.63 | 92 |
| Scope 1: Direct greenhouse gas emissions | Tonne | 439.92 | 261.13 | 676.36 | 92 |
| Scope 2: Indirect greenhouse gas emissions | Tonne | 40772.46 | 25707.9 | 20663.34 | 92 |
| Total greenhouse gas emissions | Tonne | 41162.38 | 25969.02 | 21339.71 | 92 |
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 intensity | Kilogram/revenue in RMB (million) | 0.63 | 3.09 | 2.42 | 92 |
| Total hazardous waste produced | kilogram | 1709.62 | 8053.76 | 5971.77 | 92 |
| Waste batteries produced | kilogram | 508.05 | 801.56 | 1186.2 | 92 |
| Waste fluorescent tubes produced | kilogram | 994.2 | 5491.57 | 3209.05 | 92 |
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 |
|---|---|---|---|---|---|
| Electronic waste produced | kilogram | N/A | 802.74 | 882.43 | 92 |
| Non-hazardous waste intensity | Tonne/revenue in RMB (million) | 0.24 | 0.42 | 0.74 | 93 |
| Total non-hazardous waste | Tonne | 641.26 | 1104.57 | 1830.63 | 93 |
| Waste printer toner cartridge/ink cartridge produced | kilogram | 207.37 | 957.88 | 694.09 | 92 |
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 |
|---|---|---|---|---|---|
| Comprehensive energy consumption | MWh | 71880.58 | 46095.65 | 38874.41 | 93 |
| Comprehensive energy consumption intensity | MWh/revenue in RMB (million) | 26.43 | 17.69 | 15.73 | 93 |
| Contracted GFA | million m² | 117.6 | 14 | ||
| Diesel | Litre | 86612.51 | 44583.16 | 62307.62 | 93 |
| Direct energy consumption | MWh | 1790.29 | 1017.8 | 2642 | 93 |
| Electricity purchased | MWh | 70090.29 | 45077.85 | 36232.41 | 93 |
| Gas | m³ | 1134 | 730 | 93 | |
| Indirect energy consumption | MWh | 70090.29 | 45077.85 | 36232.41 | 93 |
| Kerosene | Litre | 20 | 560 | 93 | |
| Liquefied Petroleum Gas | Tonne | 21.44 | 3.53 | 1.03 | 93 |
| Natural gas | m³ | 20200 | 415 | 3143 | 93 |
| Petrol | Litre | 47006.62 | 58442.14 | 221125.61 | 93 |
| Total energy consumption | MWh | 38874.41 | 14 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2021 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Total water consumption | m³ | 3500863.82 | 996880.47 | 1834508.81 | 14, 93 |
| Water consumption intensity | m³/revenue in RMB (million) | 1287.2 | 382.53 | 742.32 | 62, 93 |
Description of energy use efficiency target(s) set and steps taken to achieve them.
| Indicator | Unit | 2023 | Report Pages |
|---|---|---|---|
| Average annual electricity saving rate for IoT lighting transformation projects | % | 78 | 61 |
| Number of projects with IoT lighting transformation | projects | 28 | 61 |
Description of the significant impacts of activities on the environment and natural resources and the actions taken to manage them.
| Indicator | Unit | 2023 | Report Pages |
|---|---|---|---|
| Contracted projects | 926 | 14 | |
| GFA under management | million m² | 110.9 | 14 |
| Number of inspection projects on special risks completed | 69 | 30 | |
| Projects under management | 864 | 14 | |
| Top 4 of 2023 China Excellent Property Management Company by ESG Development | rank | 4 | 15 |
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 Directors on the Board | 9 | 30 | |||
| Number of employees | 6584 | 14 | |||
| Number of employees in Chinese Mainland | Headcount | 10261 | 9125 | 6581 | 94 |
| Number of employees in Guangdong Province (inside) | Headcount | 6092 | 5009 | 3799 | 94 |
| Number of employees in Hong Kong, Macao and Taiwan regions | Headcount | 7 | 3 | 3 | 94 |
| Number of employees outside Guangdong Province | Headcount | 4169 | 4116 | 2782 | 94 |
| Number of entry-level employees | Headcount | 9862 | 8762 | 6254 | 94 |
| Number of existing employees aged 29 and below | Headcount | 1912 | 1447 | 953 | 94 |
| Number of existing employees aged 30-49 | Headcount | 4946 | 4462 | 3550 | 94 |
| Number of existing employees aged 50 and above | Headcount | 3410 | 3219 | 2081 | 94 |
| Number of female Directors on the Board | 3 | 30 | |||
| Number of female employees | Headcount | 4248 | 3560 | 2482 | 94 |
| Number of full-time employees | Headcount | 10268 | 9128 | 6584 | 94 |
| Number of male employees | Headcount | 6020 | 5568 | 4102 | 94 |
| Number of middle management employees | Headcount | 373 | 335 | 299 | 94 |
| Number of senior management employees | Headcount | 33 | 31 | 31 | 94 |
| Percentage of female Directors on the Board | 33.3% | 30 | |||
| Total assets | RMB'000 | 2604783 | 14 | ||
| Total number of employees | Headcount | 10268 | 9128 | 6584 | 94 |
Employee turnover rate by gender, age group and geographical region.
| Indicator | Unit | 2021 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Employee turnover rate by age group: Existing employees aged 29 and below | % | 50.08 | 42.71 | 48.26 | 95 |
| Employee turnover rate by age group: Existing employees aged 30-49 | % | 36.96 | 28.41 | 30.68 | 95 |
| Employee turnover rate by age group: Existing employees aged 50 and above | % | 29.49 | 29.43 | 36.11 | 95 |
| Employee turnover rate by gender: Female | % | 37.41 | 36.79 | 39.08 | 95 |
| Employee turnover rate by gender: Male | % | 39.36 | 28.36 | 33.26 | 95 |
| Employee turnover rate by geographical region: Among which, inside Guangdong Province | % | 42.43 | 38.13 | 37.45 | 95 |
| Employee turnover rate by geographical region: China's Hong Kong, Macao and Taiwan regions | % | 0.00 | 37.5 | 0.00 | 95 |
| Employee turnover rate by geographical region: Chinese Mainland | % | 38.56 | 31.93 | 35.59 | 95 |
| Employee turnover rate by geographical region: Outside Guangdong Province | % | 28.89 | 22.12 | 32.85 | 95 |
| Total employee turnover rate | % | 38.55 | 31.94 | 35.58 | 95 |
Number and rate of work-related fatalities occurred in each of the past three years including the reporting year.
| Indicator | Unit | 2021 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Number of work injuries | Case | 102 | 98 | 89 | 96 |
| Number of work-related fatalities | Headcount | 2 | 1 | 96 | |
| Rate of work-related fatalities | % | 0.02 | 0.02 | 96 |
Lost days due to work injury.
| Indicator | Unit | 2021 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Lost days due to work injury | Day | 1143 | 778 | 681 | 96 |
Description of occupational health and safety measures adopted, and how they are implemented and monitored.
| Indicator | Unit | 2023 | Report Pages |
|---|---|---|---|
| Employee coverage rate for occupational health and safety training | % | over 92.6% | 72 |
| Number of large-scale fire drills | 4 | 14 | |
| Number of occupational health and safety training sessions conducted | sessions | 10 | 72 |
| Project safety training coverage rate | % | 92.6 | 14 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Indicator | Unit | 2021 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Coverage rate of employees trained | % | 100 | 14 | ||
| Percentage of employees trained to total number of employees | % | 100 | 100 | 100 | 96 |
| Percentage of entry-level employees trained | % | 96.05 | 95.99 | 94.99 | 96 |
| Percentage of female employees trained | % | 41.37 | 39 | 37.7 | 96 |
| Percentage of male employees trained | % | 58.63 | 61 | 62.3 | 96 |
| Percentage of middle management employees trained | % | 3.63 | 3.67 | 4.54 | 96 |
| Percentage of senior management employees trained | % | 0.32 | 0.34 | 0.47 | 96 |
The average training hours completed per employee by gender and employee category.
| Indicator | Unit | 2023 | Report Pages |
|---|---|---|---|
| Training hours completed per employee | hours | 52.39 | 14 |
Number of suppliers by geographical region.
| Indicator | Unit | 2021 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Number of suppliers in Chinese Mainland: Guangdong Province | Entity | 479 | 596 | 710 | 98 |
| Number of suppliers in Chinese Mainland: outside Guangdong Province | Entity | 98 | 119 | 170 | 98 |
| Top 10 of 2023 Enterprises in Residential Property Management in China | ranking | 10 | 16 | ||
| Total number of suppliers | Entity | 577 | 715 | 880 | 98 |
Description of practices relating to engaging suppliers, number of suppliers where the practices are being implemented, and how they are implemented and monitored.
| Indicator | Unit | 2021 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Number of annual regular audits completed | 8 | 30 | |||
| Number of suppliers where the practices are being implemented | Entity | / | 715 | 880 | 98 |
Number of products and service related complaints received and how they are dealt with.
| Indicator | Unit | 2021 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Engineering-related complaints | Time | 2251 | 2711 | 2230 | 99 |
| Number of complaints on security | Time | 2829 | 2387 | 2169 | 99 |
| Number of praises received from property owners | Time | 966 | 302 | 187 | 99 |
| Number of total complaints received | Time | 8501 | 14043 | 9090 | 99 |
| Other complaints | Time | / | 1487 | 364 | 99 |
| Service-related complaints | Time | 3421 | 7458 | 4327 | 99 |
| Top 3 of 2023 Guangzhou Property Management Companies | rank | 3 | 15 | ||
| Top 4 of 2023 Leading Enterprises in Intelligent City Services in China | rank | 4 | 15 | ||
| Top 5 of 2023 China Residential Property Service Capability Exceptional Companies | rank | 5 | 15 | ||
| Top 5 of 2023 Outstanding Property Management Listed Companies in Investment Value in China | rank | 5 | 15 |
Description of preventive measures and whistle-blowing procedures, and how they are implemented and monitored.
| Indicator | Unit | 2023 | Report Pages |
|---|---|---|---|
| Number of special audits of regional companies and subsidiaries completed | 15 | 30 |
Description of anti-corruption training provided to directors and staff.
| Indicator | Unit | 2021 | 2022 | 2023 | Report Pages |
|---|---|---|---|---|---|
| Number of Directors participated in anti-corruption training | Headcount | 2 | 5 | 100 | |
| Number of staff participated in anti-corruption training | Headcount | 612 | 1000 | 230 | 100 |
| Total number of hours of anti-corruption training provided to staff | Hour | 1224 | 1000 | 230 | 100 |
| Total number of hours on anti-corruption training provided to Directors | Hour | 6 | 5 | 100 |
Focus areas of contribution (e.g. education, environmental concerns, labour needs, health, culture, sport).
| Indicator | Unit | 2021 | 2023 | Report Pages |
|---|---|---|---|---|
| 2023 Yihan ESG Rating BBB | rating | BBB | 16 | |
| Cities served | 82 | 14 | ||
| Investment in arts | RMB (thousand) | 133.3 | 100 | |
| Top 100 of 2023 High-quality Management Enterprises in China | ranking | 100 | 16 | |
| Top 100 of 2023 Property Enterprises in Brand Influence in China | ranking | 100 | 16 | |
| Top 100 of 2023 Property Enterprises in terms of Comprehensive Strength in China | ranking | 100 | 16 | |
| Top 11 in 2023 Top 100 Property Management Companies in China | rank | 11 | 15 | |
| Top 11 in 2023 Top 100 of Property Services Enterprises in Comprehensive Strength in China | ranking | 11 | 16 | |
| Top 11 of 2023 Listed Property Companies in China | ranking | 11 | 16 | |
| Top 13 of 2023 Listed Property Management Companies in China | ranking | 13 | 16 | |
| Top 2 of 2023 Foshan Property Management Companies | rank | 2 | 15 | |
| Top 2 of 2023 Outstanding Enterprises in Property Management for Industrial Parks in China | rank | 2 | 15 | |
| Top 6 of 2023 Property Management Listed Companies in Growth Potential in China | rank | 6 | 15 | |
| Top 7 of Market Expansion Capability of the 2023 Property Management Listed Companies in China | rank | 7 | 15 | |
| Top 8 of 2023 Listed Property Management Companies in terms of Community Value-added Service Capabilities in China | rank | 8 | 15 | |
| Total investment in charitable donations | RMB (thousand) | 825.4 | 100 |
Resources contributed (e.g. money or time) to the focus area.
| Indicator | Unit | 2021 | 2023 | Report Pages |
|---|---|---|---|---|
| Among which, investment in medical care | RMB (thousand) | 104 | 100 | |
| Core net profit attributable to owners of the parent | RMB'000 | 158597 | 14 | |
| Investment in community | RMB (thousand) | 417.9 | 100 | |
| Investment in other areas | RMB (thousand) | 164.9 | 100 | |
| Investment in poverty alleviation and assistance | RMB (thousand) | 5.3 | 100 | |
| Revenue | RMB'000 | 2471305 | 14 | |
| Statistics on employees participation in community welfare/volunteer services | Headcount | 632 | 100 | |
| Total equity | RMB'000 | 1463199 | 14 |
The types of emissions and respective emissions data.
| Standard Indicator | Unit | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Airborne Particulate Matter (PM) Emissions | Kilogram | 4.83 | 2.84 | 1.92 |
| NOₓ Emissions | Kilogram | 57.11 | 38.4 | 26.29 |
| SOₓ Emissions | Kilogram | 0.66 | 1.6 | 3.5 |
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) | tonne | 439.92 | 261.13 | 676.36 |
| Indirect Energy Emissions (Scope 2) | tonne | 40772.46 | 25707.9 | 20663.34 |
| Total GHG Emissions | tonne | 41162.38 | 25969.02 | 21339.71 |
| Total GHG Emissions Intensity (By Revenue) | tonne/revenue in RMB (million) | 15.13 | 9.96 | 8.63 |
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 Waste (Used Batteries) | kilogram | 508.05 | 801.56 | 1186.2 |
| Total Hazardous Waste | kilogram | 1709.62 | 8053.76 | 5971.77 |
| Total Hazardous Waste Intensity (By Revenue) | Kilogram/revenue in RMB (million) | 0.63 | 3.09 | 2.42 |
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 |
|---|---|---|---|---|
| Non-Hazardous Waste (Electronic Waste) | kilogram | 207.37 | 802.74 | 882.43 |
| Non-Hazardous Waste Disposed | Tonne | 641.26 | 1104.57 | 1830.63 |
| Total Non-Hazardous Waste Intensity (By Revenue) | Tonne/revenue in RMB (million) | 0.24 | 0.42 | 0.74 |
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 |
|---|---|---|---|---|
| Comprehensive Energy Consumption Intensity (By Revenue) | MWh/revenue in RMB (million) | 26.43 | 17.69 | 15.73 |
| Diesel Fuel Consumption | Litre | 86612.51 | 44583.16 | 62307.62 |
| Gasoline Consumption | Litre | 47006.62 | 58442.14 | 221125.61 |
| LPG Consumption | Tonne | 21.44 | 3.53 | 1.03 |
| Natural Gas Consumption | m³ | 20200 | 415 | 3143 |
| Purchased Electricity | MWh | 70090.29 | 45077.85 | 36232.41 |
| Total Direct Energy Consumption | MWh | 1790.29 | 1017.8 | 2642 |
| Total Energy Consumption | MWh | 71880.58 | 46095.65 | 38874.41 |
| Total Indirect Energy Consumption | MWh | 70090.29 | 45077.85 | 36232.41 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Water Consumption | m³ | 3500863.82 | 996880.47 | 1834508.81 |
| Water Consumption Intensity (By Revenue) | m³/revenue in RMB (million) | 1287.2 | 382.53 | 742.32 |
Description of energy use efficiency target(s) set and steps taken to achieve them.
| Standard Indicator | Unit | 2023 |
|---|---|---|
| Number of Energy-saving and Carbon Reduction Demonstration Projects Achieved | projects | 28 |
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 | Headcount | 4946 | 4462 | 3550 |
| Number of Employees Aged Above 50 | Headcount | 3410 | 3219 | 2081 |
| Number of Employees Aged Below 30 | Headcount | 1912 | 1447 | 953 |
| Number of Employees in Hong Kong and Mainland China | Headcount | 10268 | 9128 | 6584 |
| Number of Employees in Mainland China | Headcount | 10261 | 9125 | 6581 |
| Number of Female Employees | Headcount | 4248 | 3560 | 2482 |
| Number of Full-time Employees | Headcount | 10268 | 9128 | 6584 |
| Number of Male Employees | Headcount | 6020 | 5568 | 4102 |
| Number of Middle Management Employees | Headcount | 373 | 335 | 299 |
| Number of Senior Management Employees | Headcount | 33 | 31 | 31 |
| Number of Total Employees | Headcount | 10268 | 9128 | 6584 |
| Percentage of Employees Aged 30-50 | % | 48.17 | 48.89 | 53.93 |
| Percentage of Employees Aged Above 50 | % | 33.21 | 35.27 | 31.6 |
| Percentage of Employees Aged Below 30 | % | 18.63 | 15.86 | 14.48 |
| Percentage of Female Employees | % | 41.35 | 39 | 37.7 |
| Percentage of Full-time Employees | % | 100 | 100 | 100 |
| Percentage of Male Employees | % | 58.65 | 61 | 62.3 |
Employee turnover rate by gender, age group and geographical region.
| Standard Indicator | Unit | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Turnover Rate of Employees Aged 30-50 | % | 36.96 | 28.41 | 30.68 |
| Turnover Rate of Employees Aged Above 50 | % | 29.49 | 29.43 | 36.11 |
| Turnover Rate of Employees Aged Below 30 | % | 50.08 | 42.71 | 48.26 |
| Turnover Rate of Employees in Mainland China | % | 38.56 | 31.93 | 35.59 |
| Turnover Rate of Female Employees | % | 37.41 | 36.79 | 39.08 |
| Turnover Rate of Male Employees | % | 39.36 | 28.36 | 33.26 |
| Turnover Rate of Total Employees | % | 38.55 | 31.94 | 35.58 |
Number and rate of work-related fatalities occurred in each of the past three years including the reporting year.
| Standard Indicator | Unit | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Fatalities Rate as a Result of Work-related Injuries | % | 0.02 | 0.02 | |
| Fatalities Rate of the Last 3 Years | % | 0.013333333333333334 | ||
| Number of Fatalities as a Result of Work-related Injuries | Headcount | 2 | 1 | |
| Number of Fatalities of the Last 3 Years | Headcount | 3 | ||
| Number of Work-related Fatalities | Headcount | 2 | 1 | |
| Work-related Fatalities Rate | % | 0.02 | 0.02 |
Lost days due to work injury.
| Standard Indicator | Unit | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Lost Days Due to Work-related Injuries | Day | 1143 | 778 | 681 |
Description of occupational health and safety measures adopted, and how they are implemented and monitored.
| Standard Indicator | Unit | 2023 |
|---|---|---|
| Number of Production Safety Emergency Drills | 4 | |
| Number of Safety knowledge lectures | sessions | 10 |
| Participation Rate of Safety Training | % | 92.6 |
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 | % | 41.37 | 39 | 37.7 |
| Percentage of Trained Male Employees | % | 58.63 | 61 | 62.3 |
| Percentage of Trained Middle Management | % | 3.63 | 3.67 | 4.54 |
| Percentage of Trained Senior Management | % | 0.32 | 0.34 | 0.47 |
The average training hours completed per employee by gender and employee category.
| Standard Indicator | Unit | 2023 |
|---|---|---|
| Average Training Hours per Employee | hours | 52.39 |
Number of suppliers by geographical region.
| Standard Indicator | Unit | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Number of Suppliers in Mainland China | Entity | 577 | 715 | 880 |
| Number of Total Suppliers | Entity | 577 | 715 | 880 |
Description of practices relating to engaging suppliers, number of suppliers where the practices are being implemented, and how they are implemented and monitored.
| Standard Indicator | Unit | 2023 |
|---|---|---|
| Percentage of Critical Suppliers Covered by CSR Audit | % | 0.91 |
Number of products and service related complaints received and how they are dealt with.
| Standard Indicator | Unit | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Complaint Growth Rate | percent | 65.19233031408069 | -35.270241401409955 | |
| Number of Products and Service Related Complaints | Time | 8501 | 12556 | 8726 |
| Total Number of Customer Complaints | Time | 8501 | 14043 | 9090 |
Description of anti-corruption training provided to directors and staff.
| Standard Indicator | Unit | 2021 | 2022 | 2023 |
|---|---|---|---|---|
| Average Anti-corruption Training Hours for Directors and Management | Hour/Person | 3 | 1 | |
| Average Anti-corruption Training Hours for General Employees | Hour/Person | 2 | 1 | 1 |
| Number of Directors and Management Attendance for Anti-corruption Training | Headcount | 2 | 5 | |
| Number of General Employees Attendance for Anti-corruption Training | Headcount | 612 | 1000 | 230 |
| Number of People Participated in Ethical Standards and Anti-corruption Training | Headcount | 614 | 1005 | |
| Total Anti-corruption Training Hours for Directors and Management | Hour | 6 | 5 | |
| Total Hours of Anti-corruption Training | Hour | 1230 | 1005 | |
| Total Hours of Anti-corruption Training for Employees | Hour | 1224 | 1000 | 230 |
Resources contributed (e.g. money or time) to the focus area.
| Standard Indicator | Unit | 2021 |
|---|---|---|
| Investment in Targeted Poverty Alleviation | RMB (thousand) | 5.3 |
| Number of Employees Participating in Volunteer Activities | Headcount | 632 |
| Total Social Investment | RMB (thousand) | 692.1 |