Common Stock Transfer Agent
China Trust Commercial Bank
Corporate Trust Operation and Service Department
5F, 83, Sec. 1, Chung-Ching S. Rd. Taipei, Taiwan 100, R.O.C.
FAX: 886-2-2311-6723 http://www.chinatrust.com.tw
VIS Shareholder Service
TEL: 886-3-5770355 EXT:4309
TEL: 886-3-5770355 EXT:4321
Customer Satisfaction and Methods for Filing a Complaint
VIS conducts Annual Customer Satisfaction Survey regularly. The survey is conducted by a neutral third-party consulting company, and its objectives are to determine customer satisfaction with the Company in terms of our technology, quality, product delivery, and services. We also make sure to properly handle and fully understand all customer feedbacks in order to provide our customers with the best products and services. (The average customer satisfaction scores for the past few years are shown in the following diagram)
In addition to the Annual Customer Satisfaction Survey, VIS also conducts Quarterly Business Reviews with its key customers. Through face-to-face communication with our company executives, we are able to gain a better understanding of customer needs and their degree of satisfaction. At the same time, VIS's sales and service teams continue to maintain close interactions with our customers to fulfill their needs and enhance service quality.
VIS has also established Guidelines for Handling Customer Complaints, which provides customers with transparent, effective channels to file complaints against our products and services. VIS handles all customer complaints in a fair and timely manner to protect the rights and interests of our customers. In 2016, all customer complaints received were properly handled according to the Guidelines for Handling Customer Complaints, and we have responded to each customer accordingly.
Protection of Customer Privacy
VIS is focused on informational value by keeping our commitment to protect customer information. Based on international information safety standards, VIS formulated management regulations and constructed a corporate information safety and management system to protect customers' competitive advantage, making VIS a reliable business partner for our customers.
VIS has also established a PIP Policy, requiring all employees to participate in training programs, pass exams, and follow regulations. From the moment we start negotiating with our customers about business opportunities, we require all customers to sign a Non-Disclosure Agreement. To protect customer privacy rights, we determine the security level of confidential information and establish corresponding control measures, requiring only those with permission to access the information. All other personnel must not attempt to make inquiries on customer information, and when customers make requests or apply for documents through our VIS-online system, proper authorization must be obtained.
VIS not only ensures the safe transmission, storage, access, use, and authorization of customer information, but also applies information technology to reduce the risks of improper use of information and retain access records for subsequent inspection analysis. Thus, damages incurred by information leaks to the company and its customers can be prevented. Furthermore, VIS continues to conduct various risk assessments and strengthen protective measures in order to ensure the integrity and effectiveness of customer privacy protection. Based on these policies, VIS received the ISO 27001 international information security certification in 2016.(In 2016, there were no customer complaints regarding the violation or loss of customer data.)
VIS Supply Chain Management
VIS's supply chain covers an extensive range of expertise and applications, including international and domestic equipment suppliers, component suppliers, raw material suppliers (8" wafers, chemicals, gases, photoresist materials, and metal targets), engineering services, information software facilities, office supplies (including computer, communication, and consumer electronics), information software, and outsourced manpower (security services, cleaning, dormitories, and transportation vehicles). VIS has over 1,000 partners worldwide, of which 5% are international and 95% are domestic suppliers (including manufacturers with branch offices in Taiwan, distributors, and wholesalers).
Green supply chain:
VIS views all suppliers as business partners, we hope to build strong, long lasting relationships with our suppliers, while jointly establishing competitive, sustainable supply chain partnerships.
Apart from closely monitoring the product quality, delivery time, costs, and services provided by our suppliers, we also constantly push them to enhance their competitiveness, protect the environment, continue to improve a safe and healthy environment, value employee rights, schedule reasonable work hours, prohibit the use of child labor, and emphasize gender equality.
We seek to fulfill our corporate social responsibilities together with the suppliers, while developing effective risk management and business continuity plans. These are the Company's long-term goals which we will continue to focus on and strive to achieve. In order to fulfill these goals, the Procurement Department not only strives to fulfill its CSR obligations, but also prioritizes the purchase of energy-saving products with environmental protection labels, and engages in the green procurement of government-promoted energy-saving environment-friendly products with environmental protection labels including computer equipment, office papers, and electrical appliances.
The total amount of funds VIS has spent on green procurement over the past 5 years has reached NT$114.8 million.
VIS will not stop here, however, to further expand our influential power, we urged all suppliers to comply with HSF, safety, health, environmental policies, as well as fulfill their CSR obligations and perform their due diligence in managing conflict minerals by following relevant international/domestic laws and regulations. We also required our downstream suppliers to sign commitment guarantee letters to fulfill their corporate citizenship role and extend their activity scope downward. This not only facilitates our environmental protection efforts, but also expands VIS's contribution to CSR.
Management of conflict minerals:
As for the management of conflict minerals, the Company is fully compliant with the Electronic Industry Code of Conduct (EICC), as well as the conflict minerals source disclosure regulations recently issued by the U.S. Securities and Exchange Commission (Rule 13p-1 of the U.S. Securities Exchange Act of 1934), to avoid purchasing conflict minerals (gold, tin, tantalum, tungsten, and other minerals that may be specified in the future by the EICC) from specified countries (Democratic Republic of the Congo and neighboring countries).
The company also requires all suppliers to guarantee their minerals are from EICC/GeSI approved refineries (conflict-free smelter), establish a mechanism of reasonable certainty, exercise their due diligence, and acquire relevant certifications. For refineries not approved by the EICC/GeSI, we request them to obtain certification from EICC/GeSI or a third party audit organization, which will verify that the minerals used by the company and its suppliers are not conflict minerals.
In consideration of customer concern over information on the management of conflict minerals, the procuring department provides the most up-to-date Conflict Minerals Reporting Template (CMRT) on VIS's online system to facilitate customer access to relevant management information. Customers can make online inquiries and download the template from the platform anytime.
Localization strategy of supply chains:
The development of semiconductor industries in European countries, the United States, Japan, and South Korea were earlier compared to Taiwan, which provided them with technological advantages, as well as the control of key techniques and raw materials. Although Taiwan's semiconductor industry has attempted to surpass the performance of these countries through continued improvements, it remains reliant on foreign imports for machinery equipment, raw materials, and software applications.
VIS firmly believes that by supporting domestic supply chains, it will not only facilitate the improvement of domestic supply chains, but also increase employment opportunities, elevate the quality of employees and raise employees' salary standards, and boost domestic economy, all of which could exert tangible benefits, divert risks, and reduce relevant costs. In addition, with the length of transportation routes significantly shortened, we will be able to exercise our corporate social responsibility by reducing carbon emissions!
Under our long-term efforts in implementing local procurement strategies, in 2017 VIS collaborated with over 1,000 partners worldwide, of which 5% are international and 95% are domestic suppliers (including manufacturers with branch offices in Taiwan, distributors, and wholesalers). Our domestic purchases amounted to NT$3 billion, and we have furthermore contributed NT$21 billion over the past 5 years (2012 to 2016). We will continue to devote our efforts in this area with the hope of maximizing our contributions to the society.