Chery Automobile Co., Ltd. ("Chery Auto" or "the Company") values ongoing communication with key stakeholders, including customers and employees. Through customer service and feedback management, closed-loop complaint handling, and monitoring of the percentage of employees represented by independent trade unions or covered by collective bargaining agreements, the Company seeks to understand and respond to stakeholder concerns and continuously improve service quality and the protection of stakeholder rights and interests.

Customer Communication, Service and Feedback Management

I. Customer Communication and Feedback

Guided by user needs, Chery Auto has established a global customer service system. The Company regulates its pre-sales, sales, and after-sales service management through institutional documents including the Sales Service Provider Operations Manual, the Chery Standard After-Sales Process Manual, the Overseas Service Outlet Operations Guidelines, and the User Communication and Service Standards.

The Company provides diversified communication channels, including a 400 hotline, a staffed customer service hotline, online customer service, its official website, the Chery Auto mini program and app, direct user-to-brand platforms, third-party platforms, owner clubs, its official email address, online forums, and complaint platforms. These channels enable users to conveniently submit inquiries, feedback, complaints, and other service requests.

The Chery Auto app incorporates an AI-based customer service chatbot that provides 24/7 real-time responses and intelligent support on matters such as after-sales repair and maintenance and vehicle owner benefits, improving the accessibility and responsiveness of customer communication. In addition to routine service and feedback channels, the Company engages with consumers in person through user engagement events, owner club activities, fan festivals, co-creation activities, and factory visits, enabling face-to-face communication and the collection of user opinions.

The Company has established a Voice of Customer (VOC) system to systematically analyze user feedback collected through different channels, identify recurring service quality issues, incorporate relevant feedback into product and service development where appropriate, and require the responsible departments to implement corresponding improvements.

II. Inclusive Customer Service

The Company considers the service experiences and accessibility needs of different customer groups. For disabled and elderly customers, the Company promotes the provision of wheelchair-accessible routes at sales outlets where conditions permit. Outlet personnel provide basic support, including assistance with seating, service procedures, and explanations of vehicle functions.

To address the practical needs of elderly customers, personnel provide patient explanations of vehicle functions such as large-font instrument displays and user-friendly voice controls and assist customers in completing forms, signatures, and other procedures. These measures help reduce potential barriers associated with mobility, comprehension, and product use and continuously improve the accessibility and inclusiveness of customer service.

III. Customer Complaint Handling and Closed-Loop Management

The Company has formulated and continuously improves the Measures for Closed-Loop Management of Customer Complaints and Roadside Assistance. Customer complaints and feedback received through the 400 hotline and other online channels are handled promptly. Complex cases are incorporated into a project-based management mechanism for continuous tracking until closure.

After customer feedback enters the handling process, the customer service agent determines in real time whether the case needs to be referred to another responsible party and promptly informs the customer of the complaint handling status and expected resolution timeframe. Where the involvement of a sales service provider is required, the relevant work order is reviewed and dispatched to the sales service provider within 10 minutes. The relevant regional manager and business department liaison are notified at the same time.

The Company requires the sales service provider to contact the customer within the prescribed timeframe and advance the case toward closure within two to three days, depending on the type of issue. The handling result is reviewed by the relevant business department and subsequently verified by the User Operations Department, which also conducts a follow-up visit with the customer. The work order is closed only after confirmation that the issue has been resolved.

In 2025, the Company’s customer complaint resolution rate reached 100%. The two-day closure rate for sales-related issues reached 97%, while the three-day closure rate for product quality issues reached 99%.

Employees Represented by an Independent Trade Union or Covered by Collective Bargaining Agreements

In addition to regular customer communication, the Company continuously monitors the percentage of employees represented by independent trade unions or covered by collective bargaining agreements. The Company uses this as an important indicator for assessing employee rights protection and the effectiveness of internal communication.

From 2022 to 2025, the percentage of the Company’s employees represented by independent trade unions or covered by collective bargaining agreements remained at 100%.