2017 ESG Report
Extracted ESG KPIs
KPIs are organized by ESG aspects.
Total hazardous waste produced (in tonnes) and, where appropriate, intensity (e.g. per unit of production volume, per facility).
| Indicator | Unit | 2017 | Report Pages |
|---|---|---|---|
| Industry loan balance of 'Two Highs and One Excess' | million RMB | 671 | 70 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Indicator | Unit | 2017 | Report Pages |
|---|---|---|---|
| Decrease in industry loan balance of 'Two Highs and One Excess' from beginning of year | million RMB | 844 | 70 |
| coverage rate of social insurance | 100% | 54 | |
| signing rate of labor contracts for all employees | 100% | 54 | |
| signing rate of the collective contract | 100% | 54 |
Description of occupational health and safety measures adopted, and how they are implemented and monitored.
| Indicator | Unit | 2017 | Report Pages |
|---|---|---|---|
| Number of safety holds installed for business outlets and offsite self-service terminals | 281 | 36 | |
| increase in risky cases detected year-on-year | times | 3 | 34 |
The percentage of employees trained by gender and employee category (e.g. senior management, middle management).
| Indicator | Unit | 2017 | Report Pages |
|---|---|---|---|
| Number of participating teams in 'Heading for The Sun' Track and Field Games | teams | 16 | 63 |
Number of suppliers by geographical region.
| Indicator | Unit | 2017 | Report Pages |
|---|---|---|---|
| Balance of micro and small loans | billion RMB | 95.236 | 27 |
| Investment planned by Mr. Pan to renovate property for homestay business | RMB | 160000 | 43 |
| Number of benchmark outlets elected | outlets | 123 | 35 |
| Number of business outlets and offsite sites with safety holds | 785 | 36 | |
| Number of merchants using Omni-channel Collection | merchants | 300 | 32 |
| Number of rural financial service stations built | stations | 110 | 44 |
| Small and micro loan balance | billion RMB | 95.236 | 44 |
| Small and micro loans extended | billion RMB | 95.121 | 44 |
| Small credit loan amount for Mr. Pan | RMB | 50000 | 43 |
Number of products and service related complaints received and how they are dealt with.
| Indicator | Unit | 2017 | Report Pages |
|---|---|---|---|
| Acceptance rate of complaints reached | 100% | 38 | |
| Annual transactions in Smart Business Circle | million RMB | 90 | 32 |
| Customer satisfaction rate of complaints processing | % | 94.89 | 38 |
| Financial product transactions amount | billion RMB | 8.706 | 31 |
| Number of ATM failure complaints received | 396 | 36 | |
| Number of business consultations transmitted to relevant units or branches | 147 | 36 | |
| Number of cases of complaints processed by customer service units | cases | 352 | 38 |
| Number of complaints against banknote drawback | 550 | 36 | |
| Number of complaints against card drawback | 1228 | 36 | |
| Number of complaints against counterfeit banknotes | 12 | 36 | |
| Number of financial product customers | 485600 | 31 | |
| Number of foreign currency business services provided | 10 | 30 | |
| Number of payments in Smart Business Circle | payments | 36000 | 32 |
| Number of self-service terminals connected to image-review-alarm system | 1296 | 36 | |
| Smart Campus number of payments | payments | 12000 | 31 |
| Smart Campus transactions amount | million RMB | 156 | 31 |
| Smart Transport cumulative use | person/times | 67000 | 31 |
| Smart Transport total participation | person/times | 33000 | 31 |
| Total transactions in Omni-channel Collection | million RMB | 136 | 32 |
| customer losses avoided through anti-fraud monitoring | million RMB | 1.6 | 34 |
| customer service channels handled calls | calls | 406000 | 34 |
| customer service channels handled manual connections | million manual connections | 1.56 | 34 |
| customer service manual connection rate | % | 86.98 | 34 |
| customer service manual connection rate year-on-year increase | % | 2.93 | 34 |
| customer service personnel completed unannounced visits to outlets | outlets | 375 | 34 |
| customer service personnel paid a return visit to VIP customers | VIP customers | 5245 | 34 |
| customer service personnel paid a return visit to credit customers | credit customers | 1957 | 34 |
| customer service satisfaction rate | % | 98.99 | 34 |
| customer service satisfaction rate year-on-year increase | % | 0.05 | 34 |
Description of quality assurance process and recall procedures.
| Indicator | Unit | 2017 | Report Pages |
|---|---|---|---|
| Number of outlets with accessible channels for customers with special needs | outlets | 171 | 35 |
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 | 2017 | Report Pages |
|---|---|---|---|
| Economic losses recovered for customers from telecommunication fraud | million RMB | 1.18 | 36 |
| Number of telecommunication fraud cases intercepted | 29 | 36 |
Description of preventive measures and whistle-blowing procedures, and how they are implemented and monitored.
| Indicator | Unit | 2017 | Report Pages |
|---|---|---|---|
| Number of admonishing conversations made | conversations | 50 | 18 |
| Number of individuals required to fill in integrity files | individuals | 269 | 18 |
| Number of leading cadres organized to fill in personal reports for inspection | personal reports | 10 | 18 |
| Number of people proposed for review and inspection | people | 2 | 18 |
| Number of persons for cadre integrity review conducted group-wide | person | 42 | 18 |
| Number of persons interrogated via letter | person | 7 | 18 |
| Number of persons interviewed for integrity governance | person | 11 | 18 |
| anti-fraud monitoring detected transactions | million transactions | 2.038 | 34 |
| risky cases proactively detected | cases | 157 | 34 |
Focus areas of contribution (e.g. education, environmental concerns, labour needs, health, culture, sport).
| Indicator | Unit | 2017 | Report Pages |
|---|---|---|---|
| Number of hand-written letters delivered to female employees on International Women's Day by men in the head office | letters | 351 | 62 |
| Number of individual projects in 'Heading for The Sun' Track and Field Games | projects | 22 | 63 |
| Number of participants in 'Heading for The Sun' Track and Field Games | persons | 1400 | 63 |
| Number of participants in 'See a More Sunny Self' trekking activity | persons | 1000 | 63 |
| Number of programs in 'Happy GRCB' Badminton Competition | programs | 5 | 64 |
| Number of senior citizens received condolence | 1500 | 48 | |
| Number of teams participated in 'Happy GRCB' Badminton Competition | teams | 15 | 64 |
| Number of village banks operated | 24 | 8 | |
| Ranking among largest banks in the world by The Banker | 216 | 8 | |
| Total issuance of inclusive finance exclusive Golden Rice Card and Homeland Card | cards | 316500 | 44 |
Resources contributed (e.g. money or time) to the focus area.
| Indicator | Unit | 2017 | Report Pages |
|---|---|---|---|
| Employee assistance: Damage allowance due to disaster suffering, Medical assistance allowance, Life support allowance | million | 3.9654 | 65 |
| Funds raised for people with depression during 'See a More Sunny Self' trekking activity | RMB | 100000 | 63 |
| Number of facilities to assist banknote withdrawal in rural areas | facilities | 44 | 44 |
| Number of people with major illnesses aided | 264 | 48 | |
| Number of small and micro customers | 11074 | 27 | |
| Number of small and micro customers benefited | customers | 11074 | 44 |
| Number of students received aids | 261 | 48 | |
| Number of team projects in 'Heading for The Sun' Track and Field Games | projects | 3 | 63 |
| Number of volunteer activities carried out by Sun Philanthropic Volunteer Service Team in 2017 | 4000 | 51 | |
| Person/times of helping needy employee | person/times | 194 | 65 |
| Total philanthropic expenditure | million | 3.2116 | 48 |
| Total philanthropic undertakings expenditure (2017) | million | 6.8 | 48 |
Total workforce by gender, employment type (for example, full- or part-time), age group and geographical region.
| Standard Indicator | Unit | 2017 |
|---|---|---|
| Number of Total Employees | 7778 |
Lost days due to work injury.
| Standard Indicator | Unit |
|---|---|
| Lost Days Due to Work-related Injuries | day |
Number of products and service related complaints received and how they are dealt with.
| Standard Indicator | Unit | 2017 |
|---|---|---|
| Number of Complaints Dealt with | cases | 352 |
| Satisfaction Rate of Customer Complaint Handling | % | 94.89 |
| Total Number of Customer Complaints | 396 |
Resources contributed (e.g. money or time) to the focus area.
| Standard Indicator | Unit | 2017 |
|---|---|---|
| Donations to Disaster Relief Contributions to Public Welfare | million RMB | 3.9654 |
| Investment in Targeted Poverty Alleviation | million RMB | 0.66989 |
| Number of Volunteer Activities Sessions | sessions | 4000 |
| Total Social Investment | million RMB | 6.8 |
| Total Volunteer Service Hours | hour | 2500 |