Fair competition and trade

relationship with suppler and partners. Therefore, the market responsibility includes the responsibility for customer, stockholder, investor, partner and suppler.

For customer, enterprise should provide the qualified product and also need provide satisfied service. Qualified product is the responsibility enterprise take for customer on itself of product. Satisfied service is the responsibility enterprise take for customer, which include all activities happening between seller and customer. According to the ISO26000, the legitimate needs of consumer include safety, being informed, making choice, being heard, redress, education, healthy environment, respecting for the right to privacy, the precautionary approach, and promotion of gender quality and empowerment of women, promotion of universal design.

Table 5.5 The aspect and indicator of market responsibility

Aspects

Indicators 1 2 3 4 5

Product quality ○

Ensure the safety of product ○

Technique innovation ○

Satisfied Sale service ○

Satisfied after-sale service ○

Maintaining and enhancing corporate value ○

Disclosing information in a timely and appropriate way ○

Fair operation ○

Promoting social responsibility in the value chain ○

Practice of indicators are shown in following：

Product quality

- Adopt product quality management like ISO9000.

- Make sure lasting of product.

- Technique innovation.

- Provide consumer with information about product and service including on performance, impacts on health and environment, country of origin, energy efficiency, contents or ingredients.

- Hold quality meeting.

Product safety

- Establish the database product safety.

- Ensure the safety of product, under normal and foreseeable conditions of use.

- Go beyond minimum safety requirement.

- Adopt measures that prevent from improper handing or storage, like using symbols.

- Instruct customer in the proper use of products and warn them of the risk involved in intended of normally foreseeable use.

- Assess the health and safe risk of product before it is placed on market.

- Analyze product safety problem and improve safe design, for example, washer cannot be open when it is rotating in high speed.

- Install part of prevent error operating.

- Sign danger log in product.

Satisfied Sale service

- Fair marketing, factual and unbiased information, Fair contractual practice.

- Providing clear, and all-sided product introduction, not mislead and force to buy.

- Use contact which is written in clear, legible and understandable language, do not include unfair contract terms, and provide clear and sufficient information.

- Consent to sharing relevant information in a transparent manner which allow for easy access and comparisons as the basis for an informed choice by the customer.

Satisfied after-sale service

- Actively get complaint and resolve dispute. For example, offering consumer the option to return products, review complaint and feedback it by hotline or email, clearly inform consumer the access after-supply service and support as well as dispute resolution and redress mechanisms.^5-18)

- Improve the satisfaction after sales by offering adequate maintenance and repair or recalling product or compensating the loss of consumer when finding product placed on market, presenting an unforeseen hazard or having a serious defect or containing misleading information.

- Protect customer data and privacy, enterprise should limit the collection of personal data, refrain from making use of date of consumer which consumer unwanted, only obtain data by lawful and fair means, specify the purpose of data collection, and tell it to customer, not disclose, make use data for purposes other than those specified, except with the informed and voluntary consent of consumer or when required by laws.

Enterprise should protect personal date by adequate security safeguards.

Maintaining and enhancing corporate value

- Providing an appropriate return of profits.

- Pay tax to government.

- Shareholder gift or discount.

Information disclosure

- Disclose the various reports to shareholder, like financial report, CSR report, and environment report

Anti-corruption

Enterprise can counter corruption from public policy, management system and public reporting.

- Public policy

• Prohibits giving and receiving bribes.

• Commits to obeying all relevant laws.

• Commits to restricting and controls facilitation payments.

• Commits to restricting giving and receiving gifts.

• Policy is publicly available.

• Board level commitment.

• Transparency of political donations.

• Policy applies to contractors, suppliers and agents.

- Management system

• Communicates policy to employees.

• Trains relevant employees.

• Compliance mechanisms (e.g. assurance audits, monitoring, board reports)

• Provides secure communication channels for employees to seek advice or voice concerns (e.g. hotlines, advice lines, whistle-blowing procedures for protection, internal reporting mechanism)

• Procedures to remedy non-compliance.

• Sanctions process.

• Risk based assessment.

• Communicate policy to business partners.

• Appropriate systems for appointment and remuneration of agents.

- Public reporting

• Details of monitoring and auditing.

• Details of compliance mechanisms.

• Details of non-compliance/ breaches of policy.

• Disclosure of risk/impact assessment and results

• Details of communication of policy to employees and business partners.

• Details of training disclosed.

• Details of monitoring and auditing.

• Details of compliance mechanisms.

• Description of progress/performance.

• Details of non-compliance/breaches of policy.

• Details of third party performance.

Fair competition

- Conduct it activities in manner consistent with competition law and regulation.

- Promote employee awareness of importance of compliance with competition legislation and fair competition.

- Not take advantage of social condition to achieve unfair competitive advantage.

Promoting social responsibility in value chain

- Enterprise can integrate ethical, social, and environmental and gender quality criteria and health and safety, in its purchasing, distribution and contracting policy.

- Encourage others to adopt similar policies. Also, enterprise actively participates in raising the awareness of CSR for other enterprise.

- Promote fair and practical treatment of cost an benefit of implementing socially responsible practice throughout the value chain, such as ensuring that fair prices are paid and that there are adequate delivery times and stable contracts.

3) Environment responsibility

The activities and decision of enterprise have an impact on the environment no matter what it operates or where it is located. These impacts may be associated with the emission or waste, consumption, and natural habitats. To reduce their environmental impacts, enterprise should to adopt integrated approach that take into consideration the indirect and direct economic,

social, health and environment implication of their decision and activities.

Society is facing many environment challenges, including the climate change, depletion of natural resource, pollution, destruction of habitats, and loss of species and so on. Enterprise should take action in the following aspects.