Customer Health and Safety
Product Safety Monitoring
UVB has established the "product safety control" system. For product development, evaluation, assessment, and quality management, the Company has formulated the Supplier Management Guidelines, the Purchase Requisition, Purchase, and Acceptance of Products Guidelines, the Adverse Drug Reaction Notification Guidelines, the Recall Mechanism and Handling Guidelines, and other rules so as to enhance the safety and quality of products and services.
UVB has regularly maintained the GDP (Good Distribution Practice) license for Western medicines and medical equipment. The strict quality management spirit covers the entire life cycle of medicines and medical equipment so as to ensure that the quality and package integrity will be maintained throughout the course of product storage and transportation.
UVB' sales focus is on ophthalmic pharmaceuticals and consumables as well as optical products, primarily targeting cooperative clinics and optical store customers. The product names, external boxes, package inserts, and labeling of the products purchased and sold are fully in compliance with the Regulations for Registration of Medicinal Products. The Company has a dedicated unit in place to collect and analyze domestic and international medical material and drug regulations, and to proceed with the application, change of registration, extension of medical material and drug sales licenses, and the product quality inspection and certification.
Sales and Customer Relations
UVB formulated a "Media Procurement Procedure" to promote the Company's product information and brand image; all marketing and advertising activities comply with the Pharmaceutical Affairs Act, Medical Care Act, and the Act Governing Food Safety and Sanitation. All sales personnel undergo thorough training before promoting products to provide professional information to partner clinics and customers of optometry services, ensuring positive interactions.
Complaint Channels and Complaint Handling Procedures
UVB has established the "Customer Service Handling Regulations" to effectively handle customer inquiries and complaints. A customer service hotline and a contact mailbox have been set up on the Company's website to provide a channel for consumer inquiries or complaints, and all cases have been properly handled and documented. The Company has established a toll-free 0800 telephone number to directly respond to inquiries from the general public, and has complied with the relevant provisions of the Personal Data Protection Act to safeguard the rights of both parties.
【Consumer Feedback Website】https://www.eyeglasses.com.tw/feedback
Guided by the professional principles of "medical optometry and scientific eyewear fitting," Universal Vision Biotechnology places great importance on customer rights and feedback.
To ensure a transparent, fair, and effective complaint handling process, the Company has established a comprehensive complaint management mechanism tailored to different business channels, as follows:
I. Scope of Application
This procedure applies to all products and services provided by University Eyeglasses physical stores and the University Eyeglasses EYEMALL online shopping platform, including but not limited to:
- Optometric examination and eyewear dispensing services
- Sales of ophthalmic lenses, spectacle frames, and contact lenses
- Online retail services and promotional activities
II. Complaint Categories and Contact Channels
| Source | Scope of Application | Contact Information |
|---|---|---|
| In-store Optical Services | Optometric examinations and optical dispensing services, product purchases, and after-sales services at University Eyeglasses stores nationwide | Store service personnel Customer Service Hotline: 0800-74-74-74 Service Hours: Mon–Sat 09:30–21:30; Sun 09:30–13:30 Fax: +886-2-2655-7890 |
| University Eyeglasses Online Store (EYEMALL) | Online orders, returns and exchanges, promotional activities, and membership-related matters | Customer Service Email: eyemall.service@eyecenter.com.tw |
| General or Unclassified Complaints | Feedback or complaints that cannot be clearly attributed to physical stores or the online platform, such as marketing content or data usage | Company Customer Service Email: service@eyecenter.com.tw |
III. Complaint Handling Procedures
(1) Acceptance and Case Registration
Upon receipt of a complaint, the customer service unit shall promptly register the case, verify the completeness of the information provided, and forward the case to the relevant responsible unit according to the business category.
(2) Investigation and Coordination
Complaints shall be investigated and handled by the following units based on their nature:
- In-store cases: Investigated and responded to by the store manager of the respective location
- Online store cases: Handled by the online customer service center in coordination with the logistics team
- General or unclassified cases: Coordinated and handled by the optical headquarters, including the quality assurance, legal, or personal data management units, as appropriate
(3) Response Timeline
- An acknowledgment of receipt and status update shall be provided within three (3) business days
- A formal response, including the handling result and corrective or improvement measures, shall be provided within ten (10) days via email or telephone
(4) Escalation and Re-complaint Mechanism
If the complainant remains dissatisfied with the initial handling result:
- The complainant may submit a further complaint to the store manager or customer service supervisor.
- If dissatisfaction persists, the complainant may request a refund or file a complaint with the local Consumer Protection Officer or the Consumer Dispute Mediation Committee of the relevant governmental authority.
IV. Personal Data Protection and Confidentiality
Universal Vision Biotechnology shall collect, process, and use personal data in accordance with the Personal Data Protection Act, solely for the purposes of case communication, handling, and follow-up. All personal data shall be handled with strict confidentiality to prevent unauthorized disclosure or improper use.
V. Continuous Monitoring and Improvement
Universal Vision Biotechnology shall annually consolidate and analyze the types, causes, and improvement outcomes of consumer complaints, and incorporate such findings into its internal quality management and customer service enhancement programs, with the aim of continuously optimizing service quality and customer experience.
Universal Vision Biotechnology Co., Ltd.
Consumer Rights Protection Policy
Article 1 Purpose
To safeguard consumer rights and interests and to foster a corporate culture that emphasizes consumer protection, Universal Vision Biotechnology Co., Ltd. (hereinafter referred to as the "Company") has established this Consumer Rights Protection Policy (hereinafter referred to as the "Policy").
This Policy aims to institutionalize the management and protection of customer health and safety related to products and services, customer privacy, marketing and labeling practices, and consumer complaint handling mechanisms.
Article 2 Basis for Formulation
This Policy is formulated with reference to international sustainability disclosure standards, including the Global Reporting Initiative (GRI) and Sustainability Accounting Standards Board (SASB) guidelines.
In accordance with the disclosure principles of GRI 416 (Customer Health and Safety) and GRI 417 (Marketing and Labeling), the Policy integrates the Company's actual practices in product safety monitoring, medical and optical product quality management, regulatory compliance in marketing activities, and consumer complaint handling.
The Policy is also established in compliance with applicable laws and regulations of the Republic of China (Taiwan), including but not limited to the Consumer Protection Act, Medical Care Act, Pharmaceutical Affairs Act, and Personal Data Protection Act, and serves as the guiding framework for the Company's consumer rights protection initiatives.
Article 3 Governance and Implementation
To ensure that consumer rights protection is embedded as a shared value and behavioral standard across the organization, the Company's management team oversees the promotion of this Policy.
Relevant responsible units collaborate to plan, implement, monitor, and review the execution of this Policy to ensure its effective operation.
Article 4 Customer Health and Safety
The Company places great importance on customer health and safety in relation to its products and services. In alignment with the disclosure principles of GRI 416 (Customer Health and Safety), the Company has established a comprehensive product safety monitoring and management system covering all stages of the product lifecycle, including development, procurement, acceptance, storage, transportation, sales, usage, and after-sales services.
The Company continuously evaluates the potential impacts of its products and services on customer health and safety to enhance overall service quality.
The Company has implemented a "Product Safety Monitoring" system and established internal regulations such as the Supplier Management Guidelines, Product Procurement and Acceptance Procedures, Adverse Drug Reaction Reporting Procedures, and Product Recall and Handling Procedures, enabling timely identification of product safety risks and the implementation of appropriate response and improvement measures.
The Company regularly maintains certifications related to Good Distribution Practice (GDP) for pharmaceuticals and medical devices. Quality management is applied throughout the entire lifecycle of pharmaceuticals and medical devices to ensure that product quality and packaging integrity are maintained during storage, transportation, and sales.
The Company's products primarily consist of ophthalmic pharmaceuticals, medical consumables, and optical products. All product names, packaging, package inserts, and labeling strictly comply with applicable regulatory requirements. Dedicated units are responsible for monitoring and analyzing domestic and international regulations related to medical devices and pharmaceuticals, as well as managing applications, amendments, renewals of sales permits, and product quality inspection and certification processes.
Article 5 Marketing and Labeling Requirements
In conducting marketing, advertising, and information disclosure activities, the Company adheres to the disclosure principles of GRI 417 (Marketing and Labeling) and upholds the principle of integrity.
The Company strictly complies with the Pharmaceutical Affairs Act, Medical Care Act, and other applicable laws and regulations to ensure the accuracy, completeness, and transparency of product and service information, and to prevent misleading, exaggerated, or false marketing practices.
The Company has established Media Procurement Procedures to regulate the promotion of product information and corporate image, ensuring the legality and appropriateness of marketing activities. Personnel involved in product promotion and marketing must complete relevant training prior to engaging in such activities to provide accurate and professional information to partner clinics and consumers.
Article 6 Education and Training
The Company incorporates this Policy, as well as relevant requirements related to consumer rights protection, service ethics, marketing regulatory compliance, and complaint handling, into its internal education and training system.
Training and educational programs are conducted on a regular basis according to business needs.
The scope of training includes members of the management team, managers, and frontline service personnel to ensure that all levels of employees fully understand and effectively implement consumer rights protection requirements.
Article 7 Complaint Handling Principles
To protect consumer rights and interests, the Company has established a comprehensive consumer complaint and dispute resolution mechanism.
This mechanism covers the scope of application, channels for submission, handling procedures, response timelines, progress notifications, escalation mechanisms, case tracking, and improvement measures, ensuring that consumer complaints are handled in a fair, reasonable, and effective manner.
The Company has formulated Customer Service Handling Procedures and has set up customer service hotlines, contact email addresses, and feedback channels on its official website to facilitate consumer inquiries and complaints. All complaints are handled in accordance with established procedures and are properly documented and archived.
In principle, the Company provides an acknowledgment of receipt and status update within three (3) business days after receiving a complaint, and issues a formal response, including handling results and necessary improvement measures, within ten (10) days.
If consumers remain dissatisfied with the handling results, they may submit an escalation request in accordance with the relevant procedures or seek assistance from competent authorities or consumer dispute resolution organizations as permitted by law.
Article 8 Periodic Review
The Company continuously monitors amendments to domestic and international laws, regulations, and sustainability standards, and periodically reviews and updates this Policy in response to operational needs to ensure its appropriateness and effectiveness.