2018E — Page 66

ENVIRONMENTAL, SOCIAL AND GOVERNANCE REPORT (CONTINUED)

7. OUR RESPONSIBILITY IN THE VALUE CHAIN (Continued)

b.

Responsible Products and Services

In recognition of the importance of responsible business practices and high quality standards, we have developed policies and measures to protect customer interests and help ensure that we continue to enhance our product and service offerings. Our comprehensive policies guide our approach on a wide range of issues that concern us as a responsible service provider such as quality assurance, protection of intellectual property rights and protection of customer data and privacy. During the reporting year, there were no reported cases of non-compliance with relevant laws and regulations.

We understand that our customers place a great deal of trust in our organisation to handle and protect their personal data and privacy. We do not take this responsibility lightly and take great care to ensure our operations are in compliance with all relevant laws and regulations. Our employees are required to adhere to our Employee Internet and Email Use Policy to ensure all confidential data is handled in a safe and secure

manner.

Due to the nature of services provided by Harbour Cruise - Bauhinia, we are mindful of the potential concerns regarding intellectual property rights and musical copyright laws. As such, in compliance with all relevant music copyright laws, the Group has paid all necessary musical royalties under a Copyright Music Performance Licence Contract. The Harbour Cruise - Bauhinia is also registered as a trademark with the Trade Marks Registry, Intellectual Property Department of the Government.

To further demonstrate our commitment to quality standards, our shipyard operations and Harbour Cruise - Bauhinia have adopted the international standard ISO 9001:2015 Quality Management Systems. To strengthen the capability of our property development and investment operations to meet the needs of customers with respect to fresh and flushing water quality, Metro Harbour Plaza enrolled in the Water Supplies Department's Quality Water Supply Schemes For Buildings and achieved the required standards. Additionally, in order to monitor progress and gather information on the effectiveness of our various measures, we have continued to conduct customer satisfaction surveys and have reviewed detailed client feedback across all operations. The data gathered from our detailed client feedback is consolidated in our Service Evaluation Record and is reviewed quarterly for non-contractual customers and annually for contractual customers. The results from our customer satisfaction survey and Service Evaluation Record are an essential part of our business strategy development by helping us augment our customer service and service offerings. During the reporting year, there were no complaints received regarding our products or services.

The frequency and overall results of customer satisfaction surveys

Business Units

Harbour Cruise - Bauhinia

Shipyard Operation

Frequency

Weekly

Quarterly

Satisfaction Rate

97%

Contract Basis: 100%

Project Basis: 100%

Dangerous Goods Vehicular Ferry Services

Bi-annually

100%

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Hong Kong Ferry (Holdings) Company Limited Annual Report 2018