PCI-STCL(600728)2024-12-16 10:48Group 1: General Principles - The company is responsible for handling investor complaints and must resolve issues in a timely manner to protect investor rights [2] - This system applies to complaints related to securities market information disclosure, corporate governance, and investor rights protection [2] Group 2: Complaint Handling Mechanism - The Board Secretary is the main responsible person for handling investor complaints, with the Board Office managing the reception, classification, and summary of complaints [4] - The Board Office must accept various direct complaints and handle indirect complaints from regulatory bodies [5] - Staff training and necessary resources are essential to ensure effective complaint handling [5] Group 3: Complaint Processing Procedures - Investors can submit complaints through multiple channels, including phone, mail, fax, email, or in person [7] - Complaints must be submitted with real names, and the company has 15 days to decide whether to accept the complaint [9] - The company must complete the handling of complaints within a specified timeframe, typically 60 days, and inform the complainant of the outcome [11] Group 4: Accountability and Record Keeping - The company will include complaint handling in the performance evaluation of relevant departments and personnel [7] - A detailed complaint handling ledger must be maintained, documenting all relevant information for at least two years [9] - In cases of abnormal visits or mass incidents, the company must activate a stability plan and report to local authorities [9]