Customer health and safety
We are committed to safeguarding our customers’ health and safety, ensuring all products we provide are secure and reliable. During the product design phase, we assess risks such as electric shock and fire hazards, identifying and mitigating potential safety issues.
- When selecting materials for products: we adhere to strict standards and norms, aiming to avoid substances harmful to human health and reducing health risks at their source.
- After the sale: we continue to monitor product safety risks, promptly initiating recalls and disposal actions upon identifying defects or safety concerns.
We have established a product recall management procedure, clearly defining both proactive and reactive product recall processes. In the event of a product recall, we quickly prepare a detailed report outlining the reasons for the recall, the scope, and the resolution, and we take targeted corrective and preventive measures to prevent similar incidents. By the end of the reporting period, all LONGi component products have been certified with IEC 61730 PV module safety certification, and no product recalls occurred within the reporting period.
Customer service system
LONGi has built a three-tiered global customer service system that connects regional offices, customer service departments at marketing centers, and quality management departments. This system efficiently allocates service resources to respond swiftly and professionally to customer needs. We have developed “business- technology- service” trinity, an “iron triangle” three dimensional service model, to meet customers’ full lifecycle needs for business solutions, product technology, and delivery services. In 2023, we added business, delivery, and product technology liaison networks within this service model to ensure real-time connection and prompt resolution of customer issues, securing efficient and rapid service closure.
