Customers Relationship

The company strictly complies with its business code of conduct regarding customer relations, with a strong commitment to creating customer satisfaction and trust. This is achieved through the provision of high-quality products and services at reasonable prices, along with complete, accurate, and transparent disclosure of product and service information. The company ensures on-time delivery, provides warranties under appropriate conditions, and establishes systems and communication channels to handle product and service complaints. Furthermore, the company rigorously safeguards customer confidentiality and personal data, ensuring such information is not used for personal benefit or improperly shared with any related parties.

In addition, the company conducts regular annual customer visits according to the customers’ schedules and invites new customers to tour the production facilities. This initiative aims to build understanding and trust in the company’s operations and products, as well as to gather customer expectations and requirements, which are then used to continuously improve operations, products, and services.

Over the past three years of business operations, the company has received no significant complaints from customers regarding marketing communications or the handling of personal data. (GRI 417-2, 417-3, 418-1)

Currently, the company’s customers from various countries around the world place great importance on ESG. The company has continuously communicated with customers and responded to sustainability surveys from multiple clients, using the feedback to enhance its operations. In 2025, the company achieved several key performance results, such as:

Management Approach

Compliance with Business Ethics Regarding Customer Relations
Invite our customers to visit
our manufacturing plant to enhance their understanding
of our operations and to build confidence
in the quality of our products
  • Membership in GPSNR: The company has participated in two projects with GPSNR as follows:
    • In 2025, the company continued its efforts from participating in the GPSNR Assurance Model Pilot in 2024, aiming to continuously enhance transparency and sustainability standards in the natural rubber supply chain. This pilot project, under the Global Platform for Sustainable Natural Rubber (GPSNR), was joined by the company to develop a sustainability certification system for the natural rubber supply chain. It reflects the company’s commitment to conducting business in accordance with its sustainability policy and GPSNR requirements. The company carried out the project in collaboration with factories, raw material suppliers, and rubber farmers in Phitsanulok Province, and the process was assessed by external auditors together with the GPSNR team.
    • Participation in the GAPs Project in Thailand for coaching farmers and mapping plantations in Chiang Rai Province, in collaboration with Koltiva. The initiative involved on-site training and guidance to develop rubber plantations according to Good Agricultural Practices (GAPs), aiming to increase productivity while protecting the environment. Key practices included avoiding the use of sulfuric acid in latex processing, refraining from prohibited chemicals for weed control, and applying organic fertilizers, among others.
  • The company participated in the assessment and mapping of social and environmental risks across the natural rubber supply chain through the “RUBBERWAY” application. This tool collects and analyzes data from all stakeholders in the supply chain, from factories and intermediaries to smallholder farmers. The assessment covers human rights, working conditions, child labor, environmental management, and legal compliance, and records the GPS coordinates of all points in the supply chain to ensure full transparency and traceability. The assessment results enable the company to identify and prioritize risks, and to plan continuous improvements and mitigation measures, thereby enhancing sustainability standards in the natural rubber industry.
  • Implementation of the EUDR requirements, which are regulations on deforestation-free products aimed at controlling products placed on the market in the European Union or exported from the EU that are associated with deforestation and forest degradation, as stipulated in EU Official Journal L 150/206.

Customer Satisfaction Assessment

The Company conducts a survey and assessment of customer satisfaction annually, the results of which are evaluated to further develop the Company's products and services. In addition to the annual assessment, the company has implemented a system for evaluating factory inspections whenever customers visit. The Quality Department utilizes the results from both assessments to meet customer needs as much as possible. The Company's satisfaction assessment survey covers the accuracy and completeness of document, delivery, product quality, the response to complaints as well as the speed of replying to customers. The satisfaction survey will be delivered to the customer.

In 2025, the Quality Department enhanced the survey to be more comprehensive by adding ESG issues and satisfaction with the company's annual sustainability report. The satisfaction survey will be distributed to customers by the Marketing Department analyzed and evaluation by the Quality Department then send the results to relevant department to improvement.

Goals and Performance

Goal >80%

Satisfaction survey results

The Company has established a Business Continuity Plan (BCP) covering the operations of key departments as well as all factories and product groups nationwide, including Block Rubber, Sheet Rubber, and Concentrated Latex.
In 2025, the Company conducted BCP drills at eight factories and implemented the BCP in response to flooding and unrest in border areas. These measures ensured that the Company could maintain uninterrupted business operations without significant impact on customers and stakeholders.