Examples of innovation and new types of financial service from companies in Thanachart Group Products/Services Details of Financial Innovation Performance Service Development on LINE Official Account “Thanachart Insurance” Use the insurance system under the concept of “simple, convenient, fast” by using a platform familiar to customers to connect all the services of the company such as Line-based insurance claims service, check policy information, search for garages, repair centers and affiliated hospitals, provide assistance and related service in a timely manner, as well as promote special offers, privileges etc. Currently LINE Official Thanachart Insurance boasts an impressive number of 3,447,073 members with 1,382,052 of this number are regularly active on this Account. Based on these active members, up to 20 percent are TNI’s customers who use multiple functions on this LINE platform, representing a sharp rise from 2018 whereby only 1 percent of these active customers use marketing and product service via this particular platform. Treating Customer Fairly Thanachart Group focuses on providing fair service to customers by operating based on the concept of making customers confident in the Group’s working system that is clear, complete, transparent, and verifiable. This is to promote confidence of the customers in every group of our financial products and services, to furnish customers with the right information, and to promote clear understanding among them. In this way, they are better equipped to easily make a sound decision and get a fair treatment in either pricing or terms and conditions regarding products and services. Among the Group companies, certain measures are introduced the form of Employee-to-Customer Code of Conduct. For instance, as a broker or agent of the customer, the Group employee is expected to always perform in the best interests of the customer, without misrepresenting data, risk or business opportunity. In this way, they can be fully responsive to customer’s need and fair to the customer. Appropriate penalties have therefore been imposed if a complaint is lodged against any employee and he/she is later proved guilty. General Complaint Management The Group companies recognize the importance of feedback and complaints from customers as an integral part for correcting, improving, and developing while striving to build the standard of the Group’s products and services that shall maximize the customer’s satisfaction. The guidelines for customers and stakeholders as informant/complainant have been established in case of their witnessing or being affected by the actions of either the Group director, executive, or employee. The complaint can be lodged via multiple channels including website, telephone, letter, email or LINE Official Account. After receiving notifications, clues and complaints on various issues, each Group company conducts its own investigation, presents possible solutions, formulates preventive measures against recurring incidents, and reports to the relevant Board or management. The process of considering and resolving complaints shall be carried out as soon as possible whereby the Compliance Section shall treat the complaint as preliminary information for further deliberation to proceed and to eventually find a resolution basing on fairness and adhering to keep in contact. In this way, better mutual relationship is more achievable with a more accessible service for customers relying on a familiar platform they use in every life. The Group also introduces other innovative services e.g. the Thanachart Think Trade application of TNS that responds to all the needs of investors and covers all investment tools, to mention only one. 56-1 One Report / Annual Report 2021 Thanachart Capital Publ ic Company Limited 89
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