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 regards customers as strategic partners. In product development, design support, marketing, and mass-production support, we follow the ISO 9001 quality management system and apply process‑oriented monitoring and evaluation to consistently meet customer needs. Through our "Customer Application Service Procedure" and "Customer Rights Protection Policy," we implement product application and quality controls and safeguard customers' health, safety, and legal rights.
To better understand customer needs and strengthen communication, we conduct monthly visits and meetings with key customers and regularly collect and review customer evaluations to continuously improve service and collaboration quality, ensuring customer requirements are properly addressed. We also provide localized support for key customers (for example, by deploying service personnel to China, Japan, and other locations) to resolve issues promptly, accelerate customers' new product development and technical support, and serve as a reliable partner to create win‑win relationships. |
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We offer multiple complaint channels: customers may contact our sales or quality units directly, or submit concerns via the stakeholder–customer email (sales@novatek.com.tw) and telephone service. Upon receiving complaints or product anomaly reports, we follow the "Product Anomaly, Customer Complaints, and Returns/Replacements Procedure" and the "Complaint and Suggestion Management Regulation." Sales or Quality Assurance will create a return‑analysis request or complaint record in our system and initiate analysis and corrective actions to ensure resolution and drive continuous improvement. If a complaint is submitted by email, our Legal and relevant responsible units will launch an investigation and provide an initial response within three months. In 2025, our initial response rate to customer complaint analyses reached 95%. We also prioritize customer confidentiality and information protection; in 2025 we received no complaints concerning customer privacy breaches. Novatek believes that by thinking from the customer's perspective and being customer‑oriented in resolving issues, we can maximize mutual benefit.
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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 2024, customer satisfaction reached 97%, 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
To gain a deeper understanding of the supplier situation, 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 Sustainability 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 2024, a total of 45 suppliers responded to the sustainability management questionnaire, representing a response rate of 100%, and the suppliers’ scores on the “Self-assessment Questionnaire for Sustainability Management” were all above 96 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 9 suppliers have accepted the RBA-verified audit process (VAP) and have corrected the deficiencies during the audit process.
Supplier Code of Conduct
Novatek 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 conducted in November 2024, 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. The aforementioned supplier partners, including two newly engaged vendors, completed the signing of the updated Supplier Code of Conduct in 2024, achieving a 100% compliance rate.
Responsible Minerals Management Performance
In 2024, Novatek surveyed a total of 30 suppliers related to manufacturing and packaging services. According to the survey results, 148 smelters have been identified, covering 29 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 2024, customer satisfaction reached 97%, surpassing the target of 90%. This shows that the Company has gained recognition from customers in terms of quality management and improvement.
