Social
Social Sustainability Management Goals
The social dimension serves as a crucial foundation for driving business toward sustainability. The Company is committed to improving the quality of life of stakeholders throughout the value chain through business operations that respect human rights and demonstrate social responsibility, covering all stakeholder groups, particularly employees, business partners, customers, and surrounding communities. We firmly believe that sustainable growth must begin with building a strong foundation within the organization, alongside creating value for external society. Therefore, we prioritize employee potential development, creating a safe working environment, establishing fair compensation, delivering quality and safe services to customers, as well as supporting community quality of life development through sustainable career and income creation projects. We integrate international sustainable development approaches into our operational strategies to effectively meet stakeholder expectations in alignment with international standards.
Fair Labor Treatment
Employees are the heart of organizational operations. The Company is therefore committed to caring for employees fairly and equally, respecting the human rights of all employees and individuals involved in the value chain by establishing human rights policies and non-discriminatory employment policies that do not discriminate based on gender, age, nationality, physical disability, religion, or other factors. We have developed employment guidelines based on qualifications and experience with fair employment contracts and compensation in compliance with the law, transparent and auditable performance evaluations, and continuous employee potential development programs.
The Company places importance on welfare to promote good quality of life for employees, with an elected welfare committee serving as employee representatives to present suggestions, and conducting annual employee opinion surveys to increase organizational engagement. Additionally, we maintain a safe working environment according to occupational health, safety, and environmental policies, covering all employee groups and external personnel who come to work on-site. A safety committee is responsible for reviewing plans and accident prevention measures, while providing safety training appropriate to each employee group's working conditions to create a culture of safe work practices with a goal of zero accidents.
- Set a target of zero human rights violations
- Set a target of zero labor law violations (including cases of warnings from government agencies or external organizations such as NGOs, fines, or legal disputes related to labor law violations)
- Set a target of zero human rights violations
- Set a target of zero labor law violations (including cases of warnings from government agencies or external organizations such as NGOs, fines, or legal disputes related to labor law violations)
- Set a target of zero employee accidents
2024 Performance Results
No complaints
100 %
No work-related illnesses among employees and no fatality rates, with LTIFR of 0.34
achievements result from the cooperation of all employees and the Company's policies that focus on creating a good work environment
Product and Customer Responsibility
The company has established a product responsibility and customer policy as a key sustainability issue to meet expectations regarding product quality and safety. This involves implementing comprehensive management processes throughout the value chain, from selecting business partners based on business potential and sustainability criteria, verifying relevant standards (TIS/FDA), conducting regular product quality inspections from receiving and storage through to distribution, along with a traceability system to identify product origins.
The company is committed to providing complete and transparent product information through clear labeling, communicating service terms and warranties, fair pricing, and protecting personal data security according to international standards. The company has established a complaint system through multiple channels both online and offline, with clearly defined response timeframes, a 7-day product return/exchange policy, and regular customer satisfaction monitoring to continuously improve service delivery and review practices to align with current circumstances and consumer expectations.
- Enhance the rigor of supplier inspections by hiring third-party auditors to monitor compliance with the Supplier Code of Conduct
- Conduct random inspections of Tier 1 suppliers that manufacture products affecting consumer health and safety, at least 1 supplier per year
- Develop a more efficient consumer complaint management and remediation system
- Establish a sustainable supply chain management system covering suppliers at all levels
- Develop product traceability systems to encompass all product categories
- Create international standards for consumer responsibility operations
Supplier Product Quality Inspection Project
The Company conducts systematic product quality inspections to ensure that products meet the established quality and safety standards. This includes random product inspection processes before delivery acceptance, verification of the accuracy of label information and various warnings, as well as establishing clear quality standards covering product characteristics, internal standards, and relevant industry standards. These measures are implemented to prevent risks from defective products and build confidence among consumers and business partners.
For the year 2024, the Company found no incidents of non-compliance with regulations regarding health and safety impacts of products and services, which reflects the effectiveness of the Company's quality control systems and risk management.
| Data | Unit | 2022 | 2023 | 2024 |
|---|---|---|---|---|
| Number of customer data breach cases | cases | 0 | 0 | 0 |
| Number of incidents or complaints related to consumer rights violations (incorrect price labels and incomplete information on packaging) | cases | n/a | n/a | 21 |
| Incidents of non-compliance with regulations regarding health and safety impacts of products and services | cases | 0 | 0 | 0 |
2024 Performance Results
Customer data breach cases
Incidents of non-compliance with regulations regarding health and safety impacts of products and services
Based on the operational guidelines, the relevant departments have continuously collected operational performance data and found that throughout 2024, there were no cases of customer complaints regarding personal data breaches caused by the use of the Company's membership system. Additionally, there were no cases of customer complaints or concerns regarding safety or health impacts from the use of products distributed by the Company. However, the Company received reports regarding incidents or complaints related to consumer rights violations (incorrect price labels and incomplete information on packaging) totaling 21 cases. The Company has conducted fact-finding investigations and provided remediation through refunds to consumers in accordance with product responsibility guidelines, and has implemented preventive and corrective measures to reduce potential errors that may occur in the future.
Community and Social Development
The Company recognizes the importance of community and social development for sustainable business operations, as communities serve as sources of human resources, customer base, and important stakeholders. Focusing on this issue helps reduce risks from conflicts, builds trust, enhances corporate image, and creates new business opportunities while meeting the expectations of consumers and investors who prioritize ESG factors. The Company has processes to assess both positive and negative impacts on communities, as well as regularly survey community needs. It manages risks from warehouse operations through appropriate site selection, clear transportation schedules, and efficient management systems.
Community Development Projects Under the "GIVE" Concept
Give a Hand "One Person Gives, Many Receive"
Give a Future "Weaving Dreams Toward the Future"
Give a Better Life "Creating Careers Toward Sustainability"
Give for Life "One Person Gives, Many Receive"
Give Back to Earth "Help the World, Preserve the Environment"
Give Happiness "Smile Together, Share with Heart"
- Organize waste management education activities for communities near office/warehouse/branch locations at least 2 times per year
- Support income generation for communities near warehouse locations, increasing by 10% from baseline year 2023
- Promote youth development through annual educational scholarships for employees' children, with 90% of scholarship recipients required to maintain good deeds diaries
- Organize waste management education activities for communities near office/warehouse/branch locations at least 2 times per year
- Support income generation for communities near warehouse locations, increasing by 20% from baseline year 2023
- Promote youth development through annual educational scholarships for employees' children, with 100% of scholarship recipients required to maintain good deeds diaries
2024 Performance Results
Give a Hand
Give a Future (Scholarship Program)
Give a Future (Educational Support)
Give Back to Earth
Give a Better Life
Give Happiness
Employee Development
Employee Development
The Company places importance on continuous personnel development at all levels to enhance knowledge and capabilities appropriate to their roles and responsibilities and prepare for change, using the Competency system to identify and assess necessary capabilities, and applying the 70:20:10 development model consisting of learning from real experience (70%), learning from exchange with others (20%), and formal training (10%). In 2024, the Company organized courses covering Soft Skills, Technical Skills, data analysis, safety, and corporate governance by developing E-learning systems and utilizing courses from external institutions.
The Company has created a specific Training Roadmap for branch store employees categorized by position level, with a mentoring system from area managers for new branches. Development results are monitored through satisfaction assessments, Pre-Post Tests, and Follow-ups, with supervisors evaluating development and reporting results to management monthly. Additionally, succession plans are prepared for key management positions by selecting potential employees for Individual Development Plan (IDP) processes, with annual reviews of successor readiness.
Employee Attraction and Retention
The Company conducts employee opinion surveys through Voice of Employee (VOE) once a year, covering satisfaction and organizational engagement with open-ended questions for feedback, and uses survey results to improve benefits. Furthermore, turnover rate issues are analyzed through online Exit Interviews to develop employee retention strategies. For compensation and benefits, the Company provides benefits according to law and additional supplements to promote well-being, reviewing compensation at least once a year and adjusting annual salaries based on performance evaluation results. For branch store employees who have high turnover rates, the Company increases financial incentives for new branches and organizes activities to strengthen team relationships.
- Employees have an average of 11 training hours per person per year
- Employee satisfaction score for development not less than 90%
- New employee satisfaction score for Onboarding program not less than 90%
- Employee knowledge test scores not less than 90%
- Employee engagement and satisfaction evaluation results 90%
- Percentage of employees who resign voluntarily not exceeding 30%
- Number of new projects related to various innovations or Knowledge Sharing in various areas: 3 projects within 5 years
- Employees have an average of 12 training hours per person per year
- Employee satisfaction score for development not less than 95%
- New employee satisfaction score for Onboarding program not less than 95%
- Employee knowledge test scores not less than 95%
- Employee engagement and satisfaction evaluation results 95%
- Percentage of employees who resign voluntarily not exceeding 30%
- Number of new projects related to various innovations or Knowledge Sharing in various areas: not less than 5 projects within 7 years
Happy 8 Project to Promote Employee Quality of Life and Well-Being
The Company operates the Happy 8 project to promote employee quality of life and well-being under the concept of creating a Happy Workplace, focusing on ensuring all employees are happy at work, which will lead to increased work efficiency, reduced stress and internal organizational conflicts, help change employee behavior to develop in a better direction, and enable smooth operations with good results for both individuals and the organization as a whole.
"Moshi Moshi Happy Mom's Day" is an online activity designed to create engagement and happiness for employees across all areas of the organization, whether they are office staff, warehouse staff, or store branch staff. It was organized to celebrate and express love for mothers and special people in their lives. The activity consists of 3 sub-activities as follows:
- The Good Memories: Inviting employees to share impressive photos and stories about their mothers or mother figures to create an atmosphere of warmth and awareness of the value of family love.
- Lucky Mom: A lucky draw activity from shared photos, where participants have a chance to win special prizes, which adds fun and excitement to the activity.
- Mom's Day Quiz: An online knowledge test about Mother's Day through fun and interesting games with special prizes for those who answer correctly.
All activities aim for employees to spend happy time together with their families, express love, and create bonds between each other, which helps enhance a positive atmosphere and promote family values.
2024 Performance Results
Employees having an average of
Development Satisfaction Score
Employee Knowledge Test Score
Employee Engagement & Satisfaction
Voluntary Turnover Rate
Employee Participation
