【Consumer Complaint Procedure】

In customer relations and communication, the Company builds good working partnerships in accordance with its Customer Complaint Handling Regulations, through regular and ad-hoc meetings and visits and through quarterly and monthly performance reviews and audits, achieving aligned, cooperative synergy in both parties' short-, medium- and long-term development goals and social-responsibility plans.

To serve customers locally, the Company has dedicated customer-service offices in each region, with dedicated contact windows that support both parties in planning and implementing environmental management, social responsibility and hazardous-substance control. They can promptly provide the necessary and sufficient information to meet the requirements of downstream and end customers and public agencies, and carry out the activities, surveys, confirmations, audits and data collection required by customers' corporate social responsibility programs.

To gauge customer satisfaction with the Company's service quality, the Company conducts a customer satisfaction survey in the second half of each year, in which customers can rate the Company's service quality and effectiveness, give feedback, or compare the Company with its competitors. Besides responding to customers concretely and tracking the progress of improvements by the responsible departments, the Company's customer-satisfaction team uses data analysis to identify issues and feed them into medium- and long-term operating plans.

The Company's 2025 customer satisfaction survey achieved a questionnaire response rate above 80%, with 94% of respondents rating the Company "satisfied" or better. Customers can also communicate with the Company through its website, and the Customer Complaint Handling Regulations require the relevant departments to respond within 4 hours of receiving a complaint and to provide a preliminary analysis report within 3 working days; in 2025 more than 90% of preliminary analysis reports were delivered on time. The Company's customer-communication and complaint contact details are as follows:
Customer communication: https://www.dmkg.com/download/fileCenter02
Complaint hotline: 0573-82203125-629
Customer communication / complaint email: tong-service@tongming.com.cn