Novatek adhering to the spirit of customer first, we are committed to providing high-quality service quality
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We listen to the voices of customers, give priority to improving customer satisfaction, continue to observe industry trends and grasp the pulse of customers, and at the same time comply with customer and international green product requirements, and achieve environmental protection commitments. |
Customer Service Strategy
Novatek Customer Rights Protection Policy
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Novatek has always regarded its customers as important strategic partners. In areas such as product development, design support, marketing, and mass production support, we follow the ISO 9001 Quality Management System and adopt a process-oriented approach for monitoring and evaluation to continuously meet customer needs. Through the “Customer Application Service Procedures,” the Company implements product application management and quality monitoring. In 2025, Novatek officially incorporated the “Customer Rights Protection Policy” into its sustainability strategy to strengthen sustainability governance and risk management, ensuring the protection of customer health, safety, and legitimate rights and interests throughout product supply and service processes.
To gain deeper insights into customer needs and strengthen interaction and information exchange, we conduct monthly visits and communication meetings with key customers, while regularly collecting and reviewing customer evaluations to continuously optimize service quality and collaboration effectiveness, ensuring that customer needs are properly addressed. Furthermore, Novatek also provides localized services to key customers (such as dispatching service personnel to China, Japan, etc.), helping customers solve their problems immediately, accelerating new product development for customers and providing them with better technical support services. Novatek acts as a strong support for its customers to create a co-prosperity partnership. |
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The Company has established multiple grievance channels through which customers may directly contact the Sales or Quality Assurance departments, or submit feedback via dedicated stakeholder customer email accounts and service hotlines. Upon receiving customer complaints or product abnormality notifications, the Company handles such cases in accordance with the “Product Abnormality, Customer Complaint, and Return/Replenishment Procedures” and the “Complaint and Suggestion Management Regulations.” The Sales or Quality Assurance departments initiate customer return analysis requests or complaint records within the system and conduct investigations and corrective actions to ensure issues are properly resolved and incorporated into continuous improvement efforts. For complaints submitted via email, the Company’s Legal Department and relevant responsible units will initiate an investigation and provide a preliminary response within three months. In 2025, the preliminary response rate for customer complaint analysis reports reached 95%. Novatek also values customer confidentiality and information protection. In 2025, no complaints about privacy violations from customers were reported. Novatek believes that the only way to achieve maximum co-prosperity with partners is to think from customers’ perspectives and to solve problems for customers based on their needs.
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Customer Satisfaction
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Novatek has established the “Customer Application Service Operating Procedure” to ensure that our customers are satisfied with the products and services provided by Novatek, and the internal activation and execution of opinions of customers. The Company reviews and evaluates customer satisfaction periodically in order to propose responsive improvement plans for analysis and improvement based on the management cycle of P-D-C-A. Through participating in regular customer meetings (to receive customer assessment) or customer satisfaction surveys, after comprehensive analysis, review, and feedback, relevant improvement measures are proposed at the management review meeting. Since 2021, the Company has continued to strengthen the front-end management and monitoring of new products, accelerating the resolution of quality issues and implementing corrective actions. In 2025, customer satisfaction reached 95%, surpassing the target of 90%. This shows that the Company has gained recognition from customers in terms of quality management and improvement. |
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Sustainable Supply Chain Management Forum
Novatek hosted the "Supply Chain Sustainability Forum" in 2022 and again in 2025, bringing together key domestic and international suppliers from the wafer, packaging, and testing sectors to focus on climate change. The forum invited experts to share global decarbonization trends, waste-reduction measures, and circular economy strategies, and announced a shift in suppliers’ role from “external cost” to “sustainable value partner.” Through contract clauses, platform development, quantifiable targets, and concrete decarbonization actions, the company will implement a phased approach toward supply chain carbon neutrality. The 2025 forum was attended by 26 supplier companies, with a total of 88 representatives present. Novatek has incorporated sustainability clauses into supplier contracts, promoted product carbon footprint verification and the platformization of supply chain management to enhance transparency and execution, and set green operation targets (annual energy savings ≥ 1% and zero production disruption days due to water restrictions). Novatek looks forward to working with suppliers to build a lower-carbon, more resilient industry ecosystem.
Supplier Sustainability Risk Assessment
Novatek not only adheres to the “Responsible Business Alliance (RBA) Code of Conduct” but also actively implements RBA-related management systems and training programs within the Company. Additionally, Novatek requires its supply chain partners to conduct the "Self-assessment Questionnaire for Sustainable Development Management" covering five major areas: labor rights protection, occupational safety, environmental protection, compliance with ethical requirements, and management systems. This process helps Novatek identify supplier adherence to the “Responsible Business Alliance (RBA) Code of Conduct” and assesses sustainability risks. In 2025, a total of 44 suppliers responded to the sustainable development management questionnaire, representing a response rate of 100%, and the suppliers’ average scores on the “Self-assessment Questionnaire for Sustainable Development Management” were all above 97 points. In addition to the self-assessment scores, Novatek also reviewed the suppliers’ responses. If the responses to individual items were incomplete or if documents required additional supporting evidence, the suppliers were requested to provide explanations during regular meetings with Novatek so both parties could grasp the risks of suppliers. A total of 17 suppliers have accepted the RBA-verified audit process (VAP) and have corrected the deficiencies during the audit process. In its 2026 Sustainability Management self-assessment, Novatek incorporated Human Rights Due Diligence (HRDD) into its risk assessment framework by integrating human rights considerations into supply chain risk evaluations. The Company reviews and monitors supply chain human rights risk factors, including labor rights, child labor, and forced labor, to ensure that suppliers’ management mechanisms, preventive measures, and mitigation actions are effectively implemented and continuously improved. These efforts are intended to align the supply chain with the Company’s sustainability policies, thereby enhancing competitiveness, operational stability, and productivity, while supporting the steady expansion of international markets.
Supplier Code of Conduct
Novatek also pays attention to international sustainable development issues and believes that suppliers need to have a certain system to fulfill corporate social responsibility. Since 2022, Novatek used the "Responsible Business Alliance (RBA) Code of Conduct" as its basis for formulating the "Novatek Supplier Code of Conduct" and required suppliers to comply with and sign it. In 2024, Novatek successfully established and implemented a RBA Management System based on version 8.0 of the RBA Code of Conduct. In the RBA VAP audit, Novatek achieved a score of 193.8 out of 200, earning Silver Recognition—demonstrating outstanding performance in corporate social responsibility and sustainable development. This achievement included enhancements to the Supplier Code of Conduct and expansion of its scope to include outsourced on-site suppliers stationed within Novatek’s facilities, ensuring full compliance with version 8.0 of the RBA Code. All of the above supplier partners have completed the signing and acknowledgment of the Novatek Supplier Code of Conduct, including one supplier currently under evaluation and planned for future collaboration, achieving a 100% code signatory rate. The Company will continue to work closely with its supplier partners to further strengthen its sustainable development objectives.
Responsible Minerals Management Performance
In 2025, Novatek surveyed a total of 35 suppliers related to manufacturing and packaging services. According to the survey results, 185 smelters have been identified, covering 32 countries. 100% of the suppliers adopted RMI (Responsible Minerals Initiative) approved smelters to provide products that meet the requirements.
Feedback of Customer Satisfaction
Novatek has established the “Customer Application Service Operating Procedure” to ensure that our customers are satisfied with the products and services provided by Novatek, and the internal activation and execution of opinions of customers. The Company reviews and evaluates customer satisfaction periodically in order to propose responsive improvement plans for analysis and improvement based on the management cycle of P-D-C-A. Through participating in regular customer meetings (to receive customer assessment) or customer satisfaction surveys, after comprehensive analysis, review, and feedback, relevant improvement measures are proposed at the management review meeting. Since 2021, the Company has continued to strengthen the front-end management and monitoring of new products, accelerating the resolution of quality issues and implementing corrective actions. In 2025, customer satisfaction reached 95%, surpassing the target of 90%. This shows that the Company has gained recognition from customers in terms of quality management and improvement.
