2024 Sustainability Report
Extracted ESG KPIs
KPIs are organized by ESG aspects.
The types of emissions and respective emissions data.
| Indicator | Unit | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Nitrogen oxides | Tons | 8.52 | 7.98 | 9.53 | 76 |
| Nitrogen oxides reduced by green projects | Tons | 206.44 | 1377.8 | 1113.68 | 69, 75 |
| Particulate matter | Tons | 0.06 | 0.05 | 0.06 | 76 |
| Sulfur dioxide | Tons | 0.34 | 0.32 | 0.38 | 76 |
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 | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Carbon emissions reduced by green low-carbon card initiative | tons | 1560 | 72 | ||
| Direct GHG emissions (Scope 1) | Tons of CO₂ equivalent | 3184.02 | 3586.64 | 3463.8 | 75 |
| GHG emission intensity | Tons of CO₂ equivalent / m² | 0.24 | 0.07 | 0.07 | 75 |
| Indirect GHG emissions (Scope 2) | Tons of CO₂ equivalent | 178096.8 | 52826.06 | 52857.46 | 75 |
| Total GHG emissions (Scope 1 and 2) | Tons of CO₂ equivalent | 181280.83 | 56412.7 | 56321.26 | 75 |
Total hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Hazardous waste generated per unit area | Tons/m² | 0.000023 | 0.000032 | 0.000042 | 76 |
| Total amount of hazardous waste | Tons | 17.52 | 25.84 | 35.44 | 76 |
| Total waste generated | Tons | 6595.5 | 9290.35 | 10770.66 | 76 |
Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Food waste | Tons | 1517.06 | 2195.11 | 2590.71 | 76 |
| Household waste | Tons | 4936.82 | 6994.89 | 8060.71 | 76 |
| Non-hazardous electronic waste | Tons | 61.88 | 67.93 | 80.79 | 76 |
| Non-hazardous waste generated per unit area | Tons/m² | 0.0087 | 0.0113 | 0.0126 | 76 |
| Office supplies waste | Tons | 62.23 | 6.58 | 3.02 | 76 |
| Toner cartridges, ink cartridges | Tons | 17.52 | 25.84 | 35.44 | 76 |
| Total non-hazardous waste generated | Tons | 6577.98 | 9264.5 | 10735.22 | 76 |
Description of emissions target(s) set and steps taken to achieve them.
| Indicator | Unit | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Ammonia nitrogen emissions reduced by green projects | Tons | 723.94 | 12.19 | 12.19 | 69, 75 |
| Carbon dioxide equivalent emissions reduced by green projects | Tons | 80770.21 | 175628.75 | 130060.59 | 69, 74 |
| Chemical oxygen demand reduced by green projects | Tons | 1110.5 | 4388.28 | 1555.99 | 69, 75 |
| Sulfur dioxide reduced by green projects | Tons | 1278.11 | 3348.19 | 2448.41 | 69, 75 |
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 | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Paper reduction from pilot electronic vouchers | tons | 2.4 | 73 | ||
| Paper saved by electronic credit card statements | Tons | 32.9 | 31.82 | 32.07 | 76 |
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 | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Balance of clean energy loans | RMB billion | 12.501 | 17.12 | 20.315 | 74 |
| Balance of cleaner production loans | RMB billion | 5.185 | 11.456 | 13.225 | 74 |
| Balance of energy conservation and environmental protection loans | RMB billion | 21.174 | 29.612 | 41.832 | 74 |
| Balance of environment protection loans | RMB billion | 6.014 | 12.504 | 16.643 | 74 |
| Balance of green service loans | RMB billion | 2.472 | 1.159 | 2.847 | 74 |
| Balance of infrastructure green upgrade loans | RMB billion | 98.577 | 131.585 | 152.876 | 74 |
| Diesel consumption | Liters | 8109.96 | 19085.56 | 7917.64 | 75 |
| Energy consumption per unit area | MWh/m² | 0.57 | 0.14 | 0.15 | 75 |
| Gasoline consumption | Liters | 622186.35 | 844719.13 | 606918.03 | 13, 75 |
| Natural gas consumption | m³ | 825250.12 | 773699.38 | 923769.38 | 75 |
| Outsourced conventional power consumption | kWh | 72337251.7 | 76824916.11 | 84368090.45 | 12, 75 |
| Outsourced green power consumption | kWh | 94204.3 | 1583437.47 | 334603 | 75 |
| Overseas RMB bond raised by Maoming Port Group Co., Ltd. in Guangdong province | million RMB | 640 | 72 | ||
| Standard coal consumption reduced by green projects | Tons | 36814.44 | 61760.48 | 40438.05 | 69, 75 |
| Total energy consumption | MWh | 431414.95 | 116187.74 | 128792.75 | 75 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Total office water consumption | Tons | 525778.38 | 574932.1 | 600694.74 | 12, 76 |
| Water consumption per unit area | Tons/m² | 0.7 | 0.7 | 0.7 | 76 |
| Water saved by green projects | Tons | 13362.34 | 69 |
Description of energy use efficiency target(s) set and steps taken to achieve them.
| Indicator | Unit | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Data center power usage effectiveness (PUE) | / | 1.323 | 1.316 | 75 | |
| Data center water usage effectiveness (WUE) | 2.286 | 2.078 | 2.036 | 76 |
Description of the significant impacts of activities on the environment and natural resources and the actions taken to manage them.
| Indicator | Unit | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Carbon-Efficient Loans granted by Lishui branch | million RMB | 250.99 | 71 | ||
| Environmental financing balance | RMB billion | 167.452 | 225.631 | 275.594 | 74 |
| MSCI ESG rating | A | 6 | |||
| Number of green bond issuers supported by CZBank | 8 | 71 | |||
| Number of green bonds issued | 12 | 7 | |||
| Number of green bonds underwritten by CZBank | 12 | 71 | |||
| Number of green projects supported | No. | 14176 | 15478 | 18505 | 74 |
| The balance of loans to high pollution, high energy consumption and overcapacity industries | RMB billion | 53.048 | 62.897 | 70.07 | 74 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Indicator | Unit | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Annual amount increase from innovative commercial pension products | billion RMB | 2.4 | 55 | ||
| Average board meeting attendance | % | 99.45 | 94.32 | 95.88 | 12, 40 |
| Average tenure of board members | Years | 5.85 | 5.93 | 3.83 | 40 |
| Employment generated by Bank's assistance as of end of 2024 | people | 300 | 100 | ||
| Employment resulting from lending to self-employed businesses in Zhejiang province | people | 30000 | 43 | ||
| Increase in cumulative contribution to personal pension accounts (year-on-year) | % | 70.24 | 55 | ||
| Increase in total number of elderly customers (year-on-year) | % | 16.66 | 55 | ||
| International settlement service volume | billion USD | 491.7 | 45 | ||
| Labor contract signing rate | % | 100 | 100 | 100 | 103 |
| Minimum attendance requirements for board meetings | % | 50 | 50 | 50 | 40 |
| Number of Han employees | No. | 17008 | 18804 | 20071 | 104 |
| Number of directors | No. | 13 | 14 | 12 | 12 |
| Number of directors on Board of Directors | 12 | 34 | |||
| Number of directors with PhDs | 4 | 34 | |||
| Number of directors with graduate degrees or higher | 11 | 34 | |||
| Number of domestic employees | No. | 17328 | 19204 | 20499 | 104 |
| Number of employees aged 31-50 | No. | 12813 | 14387 | 15567 | 104 |
| Number of employees over 50 years old | No. | 835 | 957 | 1088 | 104 |
| Number of employees under 30 years old | No. | 3758 | 3949 | 3940 | 104 |
| Number of ethnic minority employees | No. | 398 | 489 | 524 | 104 |
| Number of executive directors on Board of Directors | 3 | 34 | |||
| Number of female directors | No. | 2 | 2 | 1 | 40 |
| Number of female directors on Board of Directors | 1 | 34 | |||
| Number of female employees | No. | 8420 | 9325 | 9994 | 104 |
| Number of financial consulting team members | 4200 | 7 | |||
| Number of grassroots employees | No. | 17077 | 18967 | 20226 | 104 |
| Number of high-level talents provided by CZBank | 3925 | 48 | |||
| Number of independent directors | No. | 5 | 5 | 5 | 40 |
| Number of independent non-executive directors on Board of Directors | 5 | 34 | |||
| Number of male employees | No. | 8986 | 9968 | 10601 | 104 |
| Number of middle and senior management employees | No. | 329 | 326 | 369 | 104 |
| Number of new domestic employees | No. | 3130 | 2878 | 2394 | 103 |
| Number of new employees | No. | 3153 | 2896 | 2409 | 103 |
| Number of new employees aged 31-50 | No. | 1889 | 1679 | 1347 | 103 |
| Number of new employees over 50 years old | No. | 10 | 12 | 9 | 103 |
| Number of new employees under 30 years old | No. | 1254 | 1205 | 1053 | 103 |
| Number of new female employees | No. | 1544 | 1323 | 1101 | 103 |
| Number of new grassroots employees | No. | 3131 | 2875 | 2390 | 103 |
| Number of new male employees | No. | 1609 | 1573 | 1308 | 103 |
| Number of new middle and senior management employees | No. | 22 | 21 | 19 | 103 |
| Number of new overseas employees | No. | 23 | 18 | 15 | 103 |
| Number of non-executive directors on Board of Directors | 4 | 34 | |||
| Number of non-executive directors with industry experience | No. | 4 | 4 | 5 | 40 |
| Number of non-regular employees (contractors) | No. | 438 | 519 | 618 | 103 |
| Number of overseas employees | No. | 78 | 89 | 96 | 104 |
| Number of people in financial consulting team | people | 4200 | 24 | ||
| Number of regular employees | No. | 16968 | 18774 | 19977 | 103 |
| Number of small and micro enterprises granted Data Asset Loan and Data Technology Loan | 8000 | 51 | |||
| Proportion of employees covered by trade unions | % | 99.55 | 99.53 | 99.52 | 104 |
| Social insurance coverage rate | % | 100 | 100 | 100 | 104 |
| Total amount of financing services in | RMB billion | 839.839 | 921.689 | 1020.5 | 56 |
| Total assets | RMB, RMB billion | 2621.93 | 3143.879 | 3325.539 | 6, 12, 56 |
| Total financing facilitated by financial consulting system | billion RMB | 1087.8 | 24 | ||
| Total liabilities | RMB billion | 2456 | 2954.302 | 3122.796 | 56 |
| Total loans and advances to customers | RMB billion | 1455.03 | 1716.24 | 1857.116 | 56 |
| Total number of board members | No. | 13 | 14 | 12 | 40 |
| Total number of employees | No. | 17406 | 19293 | 20595 | 103 |
| Trade union coverage rate | % | 97.3 | 97.3 | 97.3 | 104 |
Employee turnover rate by gender, age group and geographical region.
| Indicator | Unit | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Female employee turnover rate | % | 4.76 | 4.29 | 4.13 | 103 |
| Male employee turnover rate | % | 6.53 | 5.6 | 5.99 | 103 |
| Number of employee urgent difficulties and concerns solved | problems | 880 | 92 | ||
| Operating income | RMB billion | 61.152 | 63.764 | 67.702 | 12, 56 |
| Percentage of vacant positions filled by internal hiring | % | 0.73 | 0.84 | 2.95 | 103 |
| Turnover rate | % | 5.68 | 4.97 | 5.1 | 13, 103 |
| Turnover rate of employees under 30 years old | % | 6.52 | 5.62 | 7.1 | 103 |
Number and rate of work-related fatalities occurred in each of the past three years including the reporting year.
| Indicator | Unit | 2023 | 2024 | Report Pages |
|---|---|---|---|---|
| Number of work related fatalities | No. | 1 | 1 | 104 |
Lost days due to work injury.
| Indicator | Unit | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Employee absenteeism rate | % | 0.46 | 0.46 | 0.41 | 104 |
| Number of working days lost due to work injury | No. | 1178 | 530 | 1098 | 104 |
Description of occupational health and safety measures adopted, and how they are implemented and monitored.
| Indicator | Unit | 2024 | Report Pages |
|---|---|---|---|
| ESG insurance coverage for Zhejiang Hanano New Materials Technology Co. Ltd. | million RMB | 16.5 | 70 |
| Employees with first aid qualification certificates | employees | 1615 | 87 |
| Number of special management campaigns targeting high-risk and abnormal employee behaviors | 2 | 35 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Indicator | Unit | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Attendees of clean CZBank training sessions | attendees | 26000 | 36 | ||
| Clean CZBank program related courses delivered | courses | 740 | 36 | ||
| Clean CZBank training sessions organized | sessions | 229 | 36 | ||
| Individual and collective conversations conducted by the Bank | 327 | 33 | |||
| Number of employee education and training sessions on financial consumer protection | sessions | 934 | 83 | ||
| Number of employee training projects | No. | 1529 | 1625 | 1607 | 105 |
| Number of employees participating in Table Tennis, Badminton, and Tennis invitational contests | employees | 800 | 95 | ||
| Number of employees trained | No. | 643273 | 724334 | 970172 | 105 |
| Number of excellent courses certified | courses | 40 | 92 | ||
| Number of external qualification certificates managed for employees | certificates | 14 | 92 | ||
| Number of internal lecturers selected in 'Outstanding Lecturers and Courses' competition | lecturers | 10 | 92 | ||
| Number of internal trainers certified | trainers | 100 | 92 | ||
| Number of outstanding cadres and employees selected to deliver lectures in education support program | 20 | 98 | |||
| Number of participants in risk management training | No. | About 5000 | About 6000 | About 6000 | 40 |
| Number of qualifications with examination fees covered for employees | qualifications | 119 | 92 | ||
| Number of training program attendees | 970000 | 7 | |||
| Number of training programs launched | 1607 | 7 | |||
| Number of training sessions | No. | 3 | 3 | 4 | 40 |
| Online training attendees for warning education | attendees | 8235 | 36 | ||
| Outstanding young cadres selected through internal open recruitment | 42 | 33 | |||
| Position applicability of external qualification certificates | certificates | 9 | 92 | ||
| Proportion of employees trained | % | 100 | 100 | 100 | 105 |
The average training hours completed per employee by gender and employee category.
| Indicator | Unit | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Average offline training hours | Hours | 24.97 | 24.06 | 24.24 | 105 |
| Average online training hours | Hours | 29.92 | 34.5 | 46.1 | 105 |
| Average training hours | Hours | 54.89 | 58.56 | 70.35 | 105 |
| Average training hours for female employees | Hours | 57.06 | 59.93 | 71.56 | 105 |
| Average training hours for male employees | Hours | 51.87 | 49.27 | 63.06 | 105 |
| Average training hours for middle and senior management employees | Hours | 39.37 | 27.28 | 36.57 | 105 |
| Average training time for ordinary employees | Hours | 54.52 | 54.61 | 70.98 | 105 |
| Employee training expenditure | RMB Million | 26.6403 | 42.388 | 43.9266 | 105 |
| Number of class periods taught by employees in education support program | class periods | 580 | 98 | ||
| Per capita employee training expenditure | RMB | 1530.52 | 2050.11 | 2132.87 | 105 |
Number of suppliers by geographical region.
| Indicator | Unit | 2021–2025 | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|---|
| Balance of 'Digital for Wealth' loans to mountainous counties | RMB | 7550000000 | 44 | |||
| Balance of agricultural loans | RMB | 240564000000 | 6 | |||
| Balance of broader agricultural loans | RMB billion | 199.924 | 220.783 | 240.564 | 56 | |
| Balance of financing to technological enterprises | RMB | 367363000000 | 6 | |||
| Balance of green loans | billion RMB | 247.737 | 7 | |||
| Balance of inclusive loans to small and micro enterprises | RMB | 350000000000 | 6, 50 | |||
| Balance of loans for micro and small industrial parks and supply chains | RMB billion | 90 | 51 | |||
| Balance of loans to SMEs | RMB billion | 341.883 | 405.386 | 457.399 | 12, 56 | |
| Balance of loans to private enterprises in Zhejiang | billion RMB | 316.202 | 42 | |||
| Balance of loans to small and micro enterprises meeting national standards | RMB | 450000000000 | 50 | |||
| Balance of manufacturing loans | RMB, RMB billion | 238.466 | 265.15 | 303.147 | 6, 56 | |
| Balance of private enterprise credit loans in Zhejiang | billion RMB | 53.312 | 42 | |||
| Budget amounts involved in centralized procurement | RMB billion | 0.88 | 1.392 | 5.22 | 105 | |
| County-level comprehensive financial ecosystem construction model coverage (districts and counties in Zhejiang) | districts and counties | 39 | 26 | |||
| County-level comprehensive financial ecosystem construction model coverage (districts and counties outside of Zhejiang) | districts and counties | 35 | 26 | |||
| County-level comprehensive financial ecosystem construction model coverage (prefectures and cities) | prefectures and cities | 42 | 26 | |||
| County-level comprehensive financial ecosystem construction model coverage (provinces) | provinces | 22 | 26 | |||
| County-level comprehensive financial ecosystem construction model coverage (total districts and counties) | districts and counties | 74 | 26 | |||
| Financial Pool for Export and Cross-border Asset Pool business volume | billion RMB | 23.5 | 46 | |||
| Financing balance for biomedical enterprises | billion RMB | 16.5 | 49 | |||
| Financing balance for major projects in Zhejiang province | billion RMB | 92.1 | 42 | |||
| Financing provided to enterprises | billion RMB | 1087.8 | 7 | |||
| Financing provided to technological enterprises by CZBank | billion RMB | 367.4 | 48 | |||
| Growth rate of green loans from 2021 to 2025 compared to average growth rate of all loans | not less than the average growth rate of all loans | 65 | ||||
| Growth rate of total amount of loans and advances granted | % | 8.21 | 6 | |||
| Inclusive agricultural loans balance | billion RMB | 51.112 | 53 | |||
| Large agricultural loan balance | RMB billion | 199.924 | 220.783 | 240.564 | 12 | |
| Loans granted to address financing demands in Zhejiang province | RMB | 102050000000 | 6 | |||
| Loans granted to small and micro enterprises on the recommended list | RMB billion | 38 | 51 | |||
| Number of FSC members in financial consulting team | people | 125 | 24 | |||
| Number of centralized procurement projects implemented in the year | No. | 150 | 201 | 184 | 105 | |
| Number of enterprises financed | 103300 | 7 | ||||
| Number of overseas banks with business ties | 800 | 45 | ||||
| Number of potential suppliers | No. | 2854 | 3593 | 4427 | 105 | |
| Number of private enterprise loan customers in Zhejiang | 580800 | 42 | ||||
| Number of technological enterprises served by CZBank | 30712 | 48 | ||||
| Number of upstream and downstream customers served by supply chain finance | 70000 | 50 | ||||
| Proportion of small and micro enterprises among supply chain finance customers | 80% | 50 | ||||
| Reduction in operation nodes in JL Group supply chain process | 12 | 50 | ||||
| Suppliers in Pearl River Delta | No. | 310 | 429 | 513 | 105 | |
| Suppliers in the Bohai Rim region | No. | 587 | 736 | 847 | 105 | |
| Suppliers in the Central region | No. | 125 | 171 | 261 | 105 | |
| Suppliers in the Northeast region | No. | 27 | 40 | 45 | 105 | |
| Suppliers in the Western region | No. | 145 | 185 | 238 | 105 | |
| Suppliers in the Yangtze River Delta | No. | 1660 | 2032 | 2523 | 105 | |
| Supply chain finance fund offered to JL Group and related customers | RMB | 47000000000 | 50 | |||
| Supply chain finance fund offered to upstream and downstream customers | RMB | 700000000000 | 50 | |||
| Total liquidity loan facilitated | billion RMB | 212.8 | 46 | |||
| Underwritten local government bonds of Zhejiang province | billion RMB | 40.3 | 42 | |||
| Year-on-year increase in agricultural loan balance | billion RMB | 19.781 | 53 | |||
| Year-on-year increase in agricultural loan balance (percentage) | % | 8.96 | 53 | |||
| Year-on-year increase in balance of loans for micro and small industrial parks and supply chains | RMB billion | 22 | 51 | |||
| Year-on-year increase in green loan balance | % | 21.78 | 66 | |||
| Year-on-year increase in inclusive agricultural loans balance | billion RMB | 8.358 | 53 | |||
| Year-on-year increase in inclusive agricultural loans balance (percentage) | % | 19.55 | 53 | |||
| Year-on-year increase in loans to mountainous and island counties | % | 11.6 | 44 |
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 | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| CZBank investment in green bonds for wealth management | million RMB | 1315 | 72 | ||
| Centralized procurement project performance rate | % | 100 | 100 | 100 | 105 |
| Green loans increased compared with the previous year | RMB billion | 41.679 | 57.513 | 44.301 | 74 |
| Green low-carbon cards issued by CZBank | cards | 16000 | 72 | ||
| Operation time saved in JL Group supply chain process | 60% | 50 | |||
| Reduction in completion time for JL Group supply chain process | days | 12 | 50 | ||
| Supplier review coverage | % | 100 | 100 | 100 | 105 |
| Workload reduction in JL Group supply chain process | 40% | 50 |
Description of practices used to identify environmental and social risks along the supply chain, and how they are implemented and monitored.
| Indicator | Unit | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| The proportion of the balance of loans to high pollution, high energy consumption and overcapacity industries to all loan balances | % | 3.48 | 3.73 | 3.78 | 74 |
Description of practices used to promote environmentally preferable products and services when selecting suppliers, and how they are implemented and monitored.
| Indicator | Unit | 2024 | Report Pages |
|---|---|---|---|
| Overall green loan growth rate not lower than overall loan growth rate | not lower than overall loan growth rate | 65 |
Percentage of total products sold or shipped subject to recalls for safety and health reasons.
| Indicator | Unit | 2024 | Report Pages |
|---|---|---|---|
| Devices identified and blacklisted by event control system | devices | 408 | 86 |
Number of products and service related complaints received and how they are dealt with.
| Indicator | Unit | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Amount of international investment banking business provided to domestic and overseas credible customers | RMB billion | 33.2 | 47 | ||
| Average daily active users of 'Hive Community' platform | users | 1500 | 92 | ||
| Bank agency business complaints | complaints | 984 | 89 | ||
| Bank card complaints | complaints | 59200 | 89 | ||
| Complaints - Beijing Branch | complaints | 1411 | 89 | ||
| Complaints - Changsha Branch | complaints | 592 | 89 | ||
| Complaints - Chengdu Branch | complaints | 911 | 89 | ||
| Complaints - Chongqing Branch | complaints | 1897 | 89 | ||
| Complaints - Fuzhou Branch | complaints | 70 | 89 | ||
| Complaints - Guangzhou Branch | complaints | 1205 | 89 | ||
| Complaints - Guiyang Branch | complaints | 98 | 89 | ||
| Complaints - Hangzhou Branch | complaints | 2067 | 89 | ||
| Complaints - Hefei Branch | complaints | 251 | 89 | ||
| Complaints - Hohhot Branch | complaints | 118 | 89 | ||
| Complaints - Huzhou Branch | complaints | 189 | 89 | ||
| Complaints - Jiaxing Branch | complaints | 186 | 89 | ||
| Complaints - Jinan Branch | complaints | 975 | 89 | ||
| Complaints - Jinhua Branch | complaints | 258 | 89 | ||
| Complaints - Lanzhou Branch | complaints | 466 | 89 | ||
| Complaints - Lishui Branch | complaints | 58 | 89 | ||
| Complaints - Nanchang Branch | complaints | 215 | 89 | ||
| Complaints - Nanjing Branch | complaints | 1070 | 89 | ||
| Complaints - Nanning Branch | complaints | 23 | 89 | ||
| Complaints - Ningbo Branch | complaints | 605 | 89 | ||
| Complaints - Qingdao Branch | complaints | 238 | 89 | ||
| Complaints - Quzhou Branch | complaints | 68 | 89 | ||
| Complaints - Shanghai branch | complaints | 2100 | 89 | ||
| Complaints - Shaoxing Branch | complaints | 317 | 89 | ||
| Complaints - Shenyang Branch | complaints | 629 | 89 | ||
| Complaints - Shenzhen Branch | complaints | 789 | 89 | ||
| Complaints - Suzhou Branch | complaints | 643 | 89 | ||
| Complaints - Taiyuan Branch | complaints | 23 | 89 | ||
| Complaints - Taizhou Branch | complaints | 166 | 89 | ||
| Complaints - Tianjin Branch | complaints | 536 | 89 | ||
| Complaints - Wenzhou Branch | complaints | 504 | 89 | ||
| Complaints - Wuhan Branch | complaints | 368 | 89 | ||
| Complaints - Xi'an Branch | complaints | 793 | 89 | ||
| Complaints - Zhengzhou Branch | complaints | 1274 | 89 | ||
| Complaints - Zhoushan Branch | complaints | 26 | 89 | ||
| Complaints received by Head Office | complaints | 110423 | 89 | ||
| Customer complaint handling rate | 100% | 89 | |||
| Customer complaint settlement rate | 100% | 89 | |||
| Customer deposits | RMB billion | 1681.443 | 1868.659 | 1922.289 | 56 |
| Customer service hotline attendants | 95527 | 90 | |||
| Customer service hotline satisfaction rate | % | 99.81 | 90 | ||
| Increase in number of personal pension accounts opened (year-on-year) | % | 47.43 | 55 | ||
| Loan complaints | complaints | 31212 | 89 | ||
| Number of biomedical enterprises served by the Bank | 1700 | 49 | |||
| Number of customers engaging in major projects of Zhejiang province | 1432 | 42 | |||
| Number of customers on JL Group supply chain | 300 | 50 | |||
| Number of customers receiving Carbon-Efficient Loans in Lishui | 34 | 71 | |||
| Number of customers signed up for CZBank Global Trading | 13000 | 47 | |||
| Number of customized 'Jingui Life' financial products issued | 28 | 55 | |||
| Number of electronic banking transactions | Million, No. | 251.434 | 452.1528 | 806.3231 | 12, 75 |
| Number of financial consulting studios | 235 | 7 | |||
| Number of financial consulting studios set up | studios | 235 | 24 | ||
| Number of minor currencies handled by Yongjin Global Exchange 2.0 | 100 | 45 | |||
| Number of mobile banking customers | million | 7.227 | 81 | ||
| Number of pension FOF funds launched on a commission basis | 77 | 55 | |||
| Online foreign exchange trading of CZBank Global Trading | USD billion | 60 | 47 | ||
| Proactive credit models - number of customers served | customers | 3031 | 46 | ||
| Proactive credit models - total loans granted | billion RMB | 16.3 | 46 | ||
| Professional services for foreign education (number of students) | students | 100000 | 47 | ||
| Quarterly or monthly shared bike service cards provided | 20000 | 72 | |||
| Rate of e-banking substitution | % | 99.75 | 99.85 | 99.91 | 12, 75 |
| Self-operated wealth complaints | complaints | 890 | 89 | ||
| Total complaints received and handled | complaints | 131562 | 89 | ||
| Year-on-year growth of mobile banking customers | % | 18.83 | 81 | ||
| Year-on-year increase in average daily active users of 'Hive Community' platform | 24% | 92 |
Description of practices relating to observing and protecting intellectual property rights.
| Indicator | Unit | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Cumulative number of invention patent applications submitted | No. | 111 | 116 | 134 | 106 |
| Cumulative number of patent grants obtained | No. | 35 | 46 | 88 | 106 |
| Cumulative number of software copyrights obtained | No. | 31 | 40 | 46 | 106 |
| Cumulative number of successfully registered trademarks | No. | 484 | 509 | 526 | 106 |
| Number of domestic trademarks successfully registered | trademarks | 450 | 37 | ||
| Number of enterprises served by financial consulting system | enterprises | 103300 | 24 | ||
| Number of major currencies for collection and payment clearing services | 10 | 45 | |||
| Number of overseas trademarks successfully registered | trademarks | 76 | 37 | ||
| Number of registered domestic trademarks | No. | 402 | 429 | 450 | 106 |
| Number of registered overseas trademarks | No. | 82 | 80 | 76 | 106 |
| Number of trademarks successfully registered (total) | trademarks | 526 | 37 |
Description of quality assurance process and recall procedures.
| Indicator | Unit | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Number of new (or substantially changed) products and services reviewed (Head Office level) | No. | 296 | 649 | 1191 | 105 |
Description of consumer data protection and privacy policies, and how they are implemented and monitored.
| Indicator | Unit | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Abnormal transactions intercepted through facial authentication | transactions | 22240 | 86 | ||
| Credit card electronic statement usage rate | % | 100 | 100 | 100 | 76 |
| Cross-border Renminbi settlement - receipt and payment achieved | billion RMB | 351 | 46 | ||
| Cross-border guarantee services amount provided by the Bank | RMB billion | 25 | 47 | ||
| Number of information technology projects and | No. | 23 | 17 | 18 | 40 |
| Number of trainees receiving education and training on financial consumer protection | trainees | 126000 | 83 | ||
| Suspicious bank cards identified (public security and telecom service providers) | bank cards | 161 | 86 | ||
| Suspicious transfer transactions intercepted based on public security department’s early warning list | transactions | 4779 | 86 |
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 | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Amount transferred in high-risk transactions intercepted by event control system | billion RMB | 1.437 | 86 | ||
| Capital adequacy ratio | % | 11.6 | 12.19 | 12.61 | 12, 56 |
| Foreign exchange transactions with customers | billion | USD180 | 47 | ||
| Share of private enterprise credit loans in total enterprise credit loans in Zhejiang | 40% | 42 | |||
| Total tax paid | RMB billion | 12.654 | 10.905 | 10.442 | 12, 56 |
Description of preventive measures and whistle-blowing procedures, and how they are implemented and monitored.
| Indicator | Unit | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Amount intercepted from fraud or gambling-related transactions (high-risk telecom sim cards) | million RMB | 19.4493 | 86 | ||
| Amount intercepted from high-risk telecom sim card victim transactions | million RMB | 10.2399 | 86 | ||
| Anti-corruption commitment letters signed by employees | copies | 21713 | 36 | ||
| Clean governance assessments conducted | 4 | 36 | |||
| Clean governance opinions issued on employees | employees | 1587 | 36 | ||
| Fraud or gambling-related transactions intercepted (high-risk telecom sim cards) | transactions | 1385 | 86 | ||
| High-risk login requests identified and rejected by event control system | login requests | 4864 | 86 | ||
| High-risk telecom sim card victim transactions intercepted | transactions | 213 | 86 | ||
| High-risk transactions automatically identified and intercepted by event control system | transactions | 2399 | 86 | ||
| Letters of responsibility for Party conduct and clean governance at all levels signed | 1498 | 36 | |||
| Number of ESG related issues reviewed by the Board | No. | 6 | 7 | 8 | 40 |
| Number of board meetings | No. | 14 | 11 | 14 | 12, 40 |
| Number of internal audit projects | No. | 539 | 591 | 468 | 40 |
| Number of non executive directors | No. | 5 | 5 | 4 | 40 |
| Number of special rectification actions for supervision and discipline enforcement | 13 | 35 | |||
| The proportion of IT infrastructure that has passed ISO27001 and other management system certifications | % | 100 | 100 | 100 | 106 |
| Total amount of suspicious transfer transactions intercepted based on public security department’s early warning list | million RMB | 267 | 86 | ||
| Visits paid to integrity education bases | 278 | 33 |
Description of anti-corruption training provided to directors and staff.
| Indicator | Unit | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Number of anti-money laundering training sessions | No. | 645 | 1032 | 1107 | 106 |
| Number of employees covered by anti-money laundering training | No. | 57844 | 73772 | 85844 | 106 |
| Number of executive directors | No. | 3 | 4 | 3 | 40 |
| Number of risk management training sessions | No. | 28 | 34 | 29 | 40 |
| Party discipline courses delivered by Party secretaries at all levels | 65 | 33 | |||
| Party discipline courses delivered by branch secretaries of Party committees | 617 | 33 | |||
| Second prize in Zhejiang Short Anti-fraud Video Competition for 'Zhong Kui Descending to Overwhelm Frauds' drama | second prize | 87 |
Focus areas of contribution (e.g. education, environmental concerns, labour needs, health, culture, sport).
| Indicator | Unit | 2022 | 2023 | 2024 | Report Pages |
|---|---|---|---|---|---|
| Awareness raising activities arranged by the Bank | 440 | 33 | |||
| Bank's financial services for mountainous and island counties | RMB | 88550000000 | 44 | ||
| Clean Image Index evaluation customers covered | customers | 4698 | 36 | ||
| Clean Image Index evaluation employees covered | employees | 7941 | 36 | ||
| First charitable trust established in Linping Financial Service Demonstration Zone | million RMB | 2 | 29 | ||
| Green loan balance | RMB billion, billion RMB | 145.923 | 203.436 | 247.737 | 12, 66, 74 |
| Liquidity support offered to address financing needs | billion RMB | 18.4 | 46 | ||
| Number of Charity Studios | 31 | 7 | |||
| Number of charity projects carried out via digital charity platform | projects | 39 | 80 | ||
| Number of charity studios set up | studios | 31 | 29 | ||
| Number of communities involved in Jiaxing branch financial knowledge promotion activities | communities | 10 | 101 | ||
| Number of districts and counties with financial ecosystem construction model | 74 | 7 | |||
| Number of financial knowledge promotion activities arranged by Jiaxing branch | activities | 19 | 101 | ||
| Number of issues of 'Listening to Hive Community Members and Hive Communication Special Report' released | issues | 17 | 92 | ||
| Number of provinces and cities with financial consulting studios | 24 | 7 | |||
| Number of schools involved in Jiaxing branch financial knowledge promotion activities | schools | 6 | 101 | ||
| Number of self-employed businesses granted 'Zhe Ge Hao · Shu Yi Dai' loans | 3200 | 44 | |||
| Number of self-employed businesses in Zhejiang province receiving loans | 15400 | 43 | |||
| Number of shareholders’ meetings | No. | 5 | 2 | 2 | 40 |
| Number of teams in Table Tennis, Badminton, and Tennis invitational contests | teams | 41 | 95 | ||
| Number of themed activities held with elderly associations, universities, and communities | 100 | 55 | |||
| Number of youth volunteer service activities carried out | activities | 600 | 29 | ||
| Proportion of new charitable trust projects registered by the bank (of national total) | % | 17.81 | 29 | ||
| Size of green bonds | RMB billion | 10 | - | - | 74 |
| Subway passenger discounts provided via green low-carbon cards | 630000 | 72 | |||
| Total number of visits to 'Hive Community' platform | million visits | 4.03 | 92 | ||
| Value of Company H Phase-2 Medium-term Green Notes issued | million RMB | 300 | 71 |
Resources contributed (e.g. money or time) to the focus area.
| Indicator | Unit | 2022–2024 | 2024 | Report Pages |
|---|---|---|---|---|
| Agricultural loan balance | billion RMB | 240.564 | 53 | |
| Annual donations | million RMB | 24.2913 | 7 | |
| Data Asset Loan and Data Technology Loan granted to small and micro enterprises | RMB billion | 6 | 51 | |
| ESG loan amount granted to Zhejiang Hanano New Materials Technology Co. Ltd. | million RMB | 30 | 70 | |
| Fund provided to high-level talents by CZBank | billion RMB | 34.5 | 48 | |
| Funds raised from green bonds | billion RMB | 7.137 | 7 | |
| Funds recovered through bank-police cooperation at Lanzhou branch | RMB | 200000 | 88 | |
| Increase in balance of green loans | percent | 21.78 | 7 | |
| Investment in green bonds for wealth management | billion RMB | 1.315 | 7 | |
| Managed donation funds via digital charity platform | RMB | 250000000 | 80 | |
| Number of employees provided with targeted assistance | employees | 117 | 93 | |
| Number of institutions adopting digital charity platform (Zhejiang and Fujian provinces) | institutions | 25 | 80 | |
| Number of people benefited from youth volunteer service activities | people | 28000 | 29 | |
| Number of people helped via digital charity platform | people | 3000 | 80 | |
| Number of registered charitable trust projects | projects | 96 | 29 | |
| Number of teachers and students attending Jiaxing branch financial knowledge promotion activities | teachers and students | 2767 | 101 | |
| Number of volunteers participating in youth volunteer service activities | volunteers | 3900 | 29 | |
| Number of volunteers recruited via digital charity platform | volunteers | 4000 | 80 | |
| Reduction in exchange settlement fees for a shoe manufacturer in a mountainous area | RMB million | 2 | 51 | |
| Total amount of loans and advances granted | RMB | 1857100000000 | 6 | |
| Total amount of registered charitable trust projects | million RMB | 37.89 | 29 | |
| Total assistance funds provided by the Bank as of end of 2024 | RMB | 300000000 | 100 | |
| Total financial aid provided to employees in difficulties | RMB | 576600 | 93 | |
| Total value of 'Zhe Ge Hao · Shu Yi Dai' loans granted to self-employed businesses | RMB | 2000000000 | 44 | |
| Total value of green bonds underwritten by CZBank | million RMB | 7137 | 71 |
The types of emissions and respective emissions data.
| Standard Indicator | Unit | 2022 | 2023 | 2024 |
|---|---|---|---|---|
| Airborne Particulate Matter (PM) Emissions | Tons | 0.06 | 0.05 | 0.06 |
| NOₓ Emissions | Tons | 8.52 | 7.98 | 9.53 |
| SOₓ Emissions | Tons | 0.34 | 0.32 | 0.38 |
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).
| Standard Indicator | Unit | 2022 | 2023 | 2024 |
|---|---|---|---|---|
| Direct GHG Emissions (Scope 1) | Tons of CO₂ equivalent | 3184.02 | 3586.64 | 3463.8 |
| Indirect Energy Emissions (Scope 2) | Tons of CO₂ equivalent | 178096.8 | 52826.06 | 52857.46 |
| Total GHG Emissions | Tons of CO₂ equivalent | 181280.83 | 56412.7 | 56321.26 |
| Total GHG Emissions Intensity (By Area) | Tons of CO₂ equivalent / m² | 0.24 | 0.07 | 0.07 |
Total hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2022 | 2023 | 2024 |
|---|---|---|---|---|
| Total Hazardous Waste | Tons | 17.52 | 25.84 | 35.44 |
| Total Hazardous Waste Intensity (By Area) | Tons/m² | 0.000023 | 0.000032 | 0.000042 |
Total non-hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2022 | 2023 | 2024 |
|---|---|---|---|---|
| Non-Hazardous Waste (Domestic Waste) | Tons | 4936.82 | 6994.89 | 8060.71 |
| Non-Hazardous Waste (Electronic Waste) | Tons | 61.88 | 67.93 | 80.79 |
| Non-Hazardous Waste (Kitchen Waste) | Tons | 1517.06 | 2195.11 | 2590.71 |
| Non-Hazardous Waste (Office Waste) | Tons | 62.23 | 6.58 | 3.02 |
| Total Non-Hazardous Waste Disposed | Tons | 6577.98 | 9264.5 | 10735.22 |
| Total Non-Hazardous Waste Intensity (By Area) | Tons/m² | 0.0087 | 0.0113 | 0.0126 |
Description of emissions target(s) set and steps taken to achieve them.
| Standard Indicator | Unit | 2022 | 2023 | 2024 |
|---|---|---|---|---|
| Ammonia Nitrogen Emissions Reduction Compared to Last Year | Tons | 723.94 | 12.19 | 24.38 |
| CO2 Emissions Reduction Compared to Last Year | Tons | 80770.21 | 175628.75 | 260121.18 |
| SO2 Emissions Reduction Compared to Last Year | Tons | 1278.11 | 3348.19 | 4896.82 |
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 | 2022 | 2023 | 2024 |
|---|---|---|---|---|
| Diesel Fuel Consumption | Liters | 8109.96 | 19085.56 | 7917.64 |
| Energy Consumption Intensity (By Area) | MWh/m² | 0.57 | 0.14 | 0.15 |
| Gasoline Consumption | Liters | 622186.35 | 844719.13 | 606918.03 |
| Natural Gas Consumption | m³ | 825250.12 | 773699.38 | 923769.38 |
| Total Energy Consumption | MWh | 431414.95 | 116187.74 | 128792.75 |
Water consumption in total and intensity (e.g. per unit of production volume, per facility).
| Standard Indicator | Unit | 2022 | 2023 | 2024 |
|---|---|---|---|---|
| Water Consumption in Office | Tons | 525778.38 | 574932.1 | 600694.74 |
Description of energy use efficiency target(s) set and steps taken to achieve them.
| Standard Indicator | Unit | 2022 | 2023 | 2024 |
|---|---|---|---|---|
| Data Center Power Usage Effectiveness (PUE) | / | 1.323 | 1.316 | |
| Data Center Water Usage Effectiveness (WUE) | 2.286 | 2.078 | 2.036 |
Description of the significant climate-related issues which have impacted, and those which may impact, the issuer, and the actions taken to manage them.
| Standard Indicator | Unit |
|---|---|
| Investment in Climate Change Management | billion RMB |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Standard Indicator | Unit | 2022 | 2023 | 2024 |
|---|---|---|---|---|
| Number of Contractors | No. | 438 | 519 | 618 |
| Number of Employees Aged 30-50 | No. | 12813 | 14387 | 15567 |
| Number of Employees Aged Above 50 | No. | 835 | 957 | 1088 |
| Number of Employees Aged Below 30 | No. | 3758 | 3949 | 3940 |
| Number of Employees in Mainland China | No. | 17328 | 19204 | 20499 |
| Number of Employees in Overseas | No. | 78 | 89 | 96 |
| Number of Female Employees | No. | 8420 | 9325 | 9994 |
| Number of Male Employees | No. | 8986 | 9968 | 10601 |
| Number of New Employees | No. | 3153 | 2896 | 2409 |
| Number of New Employees (Above 50) | No. | 10 | 12 | 9 |
| Number of New Employees (Aged 30-50) | No. | 1889 | 1679 | 1347 |
| Number of New Employees (Aged Below 30) | No. | 1254 | 1205 | 1053 |
| Number of New Employees (Female) | No. | 1544 | 1323 | 1101 |
| Number of New Employees (Male) | No. | 1609 | 1573 | 1308 |
| Number of New Employees (Overseas) | No. | 23 | 18 | 15 |
| Number of Total Employees | No. | 17406 | 19293 | 20595 |
| Percentage of Female Employees | % | 48.37 | 48.33 | 48.53 |
Employee turnover rate by gender, age group and geographical region.
| Standard Indicator | Unit | 2022 | 2023 | 2024 |
|---|---|---|---|---|
| Turnover Rate of Employees Aged Below 30 | % | 6.52 | 5.62 | 7.1 |
| Turnover Rate of Female Employees | % | 4.76 | 4.29 | 4.13 |
| Turnover Rate of Male Employees | % | 6.53 | 5.6 | 5.99 |
| Turnover Rate of Total Employees | % | 5.68 | 4.97 | 5.1 |
Number and rate of work-related fatalities occurred in each of the past three years including the reporting year.
| Standard Indicator | Unit | 2023 | 2024 |
|---|---|---|---|
| Number of Fatalities of the Last 3 Years | No. | 2 | |
| Number of Work-related Fatalities | No. | 1 | 1 |
Lost days due to work injury.
| Standard Indicator | Unit | 2022 | 2023 | 2024 |
|---|---|---|---|---|
| Lost Days Due to Work-related Injuries | No. | 1178 | 530 | 1098 |
Description of occupational health and safety measures adopted, and how they are implemented and monitored.
| Standard Indicator | Unit | 2024 |
|---|---|---|
| Investment in Work Safety | million RMB | 16.5 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Standard Indicator | Unit | 2022 | 2023 | 2024 |
|---|---|---|---|---|
| Percentage of Employees Trained | % | 100 | 100 | 100 |
| Total Cost of Training | RMB Million | 26.6403 | 42.388 | 43.9266 |
The average training hours completed per employee by gender and employee category.
| Standard Indicator | Unit | 2022 | 2023 | 2024 |
|---|---|---|---|---|
| Average Training Hours (Female) | Hours | 57.06 | 59.93 | 71.56 |
| Average Training Hours (General Staff) | Hours | 54.52 | 54.61 | 70.98 |
| Average Training Hours (Male) | Hours | 51.87 | 49.27 | 63.06 |
| Average Training Hours (Senior Management) | Hours | 39.37 | 27.28 | 36.57 |
| Average Training Hours per Employee | Hours | 54.89 | 58.56 | 70.35 |
Number of suppliers by geographical region.
| Standard Indicator | Unit | 2022 | 2023 | 2024 |
|---|---|---|---|---|
| Number of Suppliers in Central China | No. | 125 | 171 | 261 |
| Number of Suppliers in East China | No. | 1660 | 2032 | 2523 |
| Number of Suppliers in Northeast China | No. | 27 | 40 | 45 |
| Number of Suppliers in Pearl River Delta | No. | 310 | 429 | 513 |
| Number of Suppliers in West China | No. | 145 | 185 | 238 |
| Number of Suppliers in the Bohai Rim region | No. | 587 | 736 | 847 |
| Number of Total Suppliers | No. | 2854 | 3593 | 4427 |
Percentage of total products sold or shipped subject to recalls for safety and health reasons.
| Standard Indicator | Unit | 2024 |
|---|---|---|
| Number of Recalled Products for Safety and Health Reasons | devices | 408 |
Number of products and service related complaints received and how they are dealt with.
| Standard Indicator | Unit | 2022 | 2023 | 2024 |
|---|---|---|---|---|
| Complaint Growth Rate | % | -10.38 | -9.41 | 10.41 |
| Complaints Handling Rate | % | 100 | ||
| Number of Complaints Dealt with | complaints | 131562 | ||
| Satisfaction Rate of Customer Complaint Handling | % | 99.81 | ||
| Total Number of Customer Complaints | No. | 131562 | 119169 | 131562 |
Description of practices relating to observing and protecting intellectual property rights.
| Standard Indicator | Unit | 2022 | 2023 | 2024 |
|---|---|---|---|---|
| Accumulative Number of Patent Applications | No. | 111 | 116 | 134 |
| Accumulative Number of Patents Granted | No. | 35 | 46 | 88 |
| Number of Trademark Registrations | No. | 484 | 509 | 526 |
Description of anti-corruption training provided to directors and staff.
| Standard Indicator | Unit | 2022 | 2023 | 2024 |
|---|---|---|---|---|
| Number of Anti-corruption Training Session | No. | 645 | 1032 | 1107 |
| Number of People Participated in Ethical Standards and Anti-corruption Training | No. | 57844 | 73772 | 85844 |
Resources contributed (e.g. money or time) to the focus area.
| Standard Indicator | Unit | 2024 |
|---|---|---|
| Number of Employees Participating in Volunteer Activities | employees | 117 |
| Number of Registered Volunteers | volunteers | 4000 |
| Total Cash Donations | RMB | 24291300 |
| Total Public Welfare Donations | RMB | 24291300 |
| Total Social Investment | RMB | 300000000 |