Internal training Ping An promotes the culture and concept of fair and honest consumer rights protection among all employees. It has established a consumer rights protection mechanism for the Group and runs regular seminars and online training courses on consumer rights protection for staff. By December 31 2021 nearly 300000 employees had completed online learning.Channels to file complaints and reports Ping An Life receives complaints through the Ping An Group and Ping An Life Official websites the Ping An Life WeChat public account and WeChat mini program Weibo TikTok and insurance sales and renewal systems. The insurance agents pocket working platform Pocket E can also log customer complaints. Ping An also has a dedicated Consumer Advocacy Direct Line with a customer agent team and 24 hoursaday service to resolve consumer issues and complaints professionally and efficiently. The team connected with more than 256000 visitors by the end of 2021 1111 visitors per day on average with a 99 connection rate with customer service.Strengthen agent management We have enhanced the quality of agent education on customer service. Ping An requires agents to participate in the training and pass an exam on sales skills and the Ping An Groups Business Code of Conduct. Ping An conducts indepth special inspection and routine business risk selfinspection. It has also strengthened the management and supervision of key risk areas and strictly follows its quality management policy. Ping An aims to safeguard the rights and interests of consumers.