Customer Responsibility

Taokaenoi Food & Marketing Public Company Limited (the "Company") is committed to manufacturing and distributing products in accordance with standards and guidelines for controlling the management of quality and safety across all categories of the Company's food products, in line with international standards, in order to prevent substandard products that may be unsafe from reaching consumers, and to deliver happiness and products of value to consumers worldwide.

This policy therefore establishes a framework for managing product quality and safety across the entire value chain, from raw material sourcing, production, storage and distribution through to the consumer, supporting SDG 3 (Good Health and Well-being) and SDG 12 (Responsible Consumption and Production).

This policy covers operations in every part of Taokaenoi Food & Marketing Public Company Limited, including both the Nopphawong and Rojana production facilities, and applies from the sourcing of raw materials and packaging, production processes, storage, finished goods inspection and transportation through to the delivery of products to customers and product recall.

The Company maintains a quality and food safety policy grounded in the concept that "quality, the advancement of product safety, care for customers and consumers, compliance with the law, and product authenticity are at the heart of the Taokaenoi people", together with an organisation driven by the values of the "TKN GREAT culture", namely Growth Mindset, Resilience, Excellence, Accountability and Teamwork.

This also includes operating in accordance with international operating and manufacturing standards, and strict compliance with the relevant laws and regulations both domestically and in destination countries, while continuously developing in response to business partners and consumers, in terms of complaints, suggestions and customer & consumer behaviour trends (continuous improvements), and maintaining transparency in disclosing product information for every product.

The Company manages and carries out its manufacturing operations through quality control under the relevant standards, covering both the country's regulations governing the manufacture of products for domestic consumption and international standards, as well as import standards and customer & importer requirements in each country, comprising:

Corporate goals are set by the Chief Executive Officer (CEO), the management working group and the Quality Management Representative (QMR). The principal goal is to maintain the quality and safety management standard system, to manufacture products that are hygienically correct and authentic, with zero critical defects and full traceability across the entire supply chain, comprising:

1. Production facilities maintain certification in the standards relevant to manufacturing continuously every year — 100% complete
2. 100% of manufactured products undergo quality and safety inspection before release
3. Food Safety Recall Case = 0
4. Response to customer complaints within 24 hours in cases of food safety or legal issues
5. Maintain customer satisfaction, with the CSAT score at a high level (every year)

• Environmental conditions, including temperature, are controlled and monitored for the storage of raw materials and finished goods. Where a temperature deviation from the standard is identified, samples must be taken immediately to test for pathogens.
• Products for delivery are inspected for integrity and released for the loading stage into containers or delivery vehicles that have already passed inspection, which must be clean and free from any dirt that could cause contamination.
• The customer name, product list, production and expiry dates and packing quantity are checked against the production order and delivery note on every shipment.
• Temperature must be maintained to standard during transportation, and on arrival at the destination, warehouse staff carry out a detailed inspection of the interior and exterior of the shipping container.

Where a product already delivered is found to be unsafe, or a complaint of high severity is received (affecting life or health), the Company will immediately consider withdrawing and recalling the product (Class I, II, III recalls), providing accurate recall details to customers and consumers, and must notify the Certification Body (CB) within 3 working days, as well as notifying the certification bodies from which the Company holds certification, in accordance with the applicable requirements.

In such cases, traceability and mass balance testing of the product are carried out so that action can be taken rapidly, in accordance with the requirements of the BRCGS standard (within 2 hours), and a mock recall is conducted every 6 months.

Feedback is received through the Customer Complaint Management system in a systematic manner and used for continuous improvement.

Complaints relating to food safety are forwarded to the relevant functions and the HACCP team for root cause analysis meetings. Where recurring problems are identified, a CAR/PAR is issued to prevent recurrence.