Our company constituted Customer Satisfaction Survey Procedure and Customer Complaint Management Methods to set up related systems for the protection of the health and safety of consumers. Customer complaint phones were set up in the strategic development department of the company, with the contact means for the customer complaint unveiled for accepting and hearing various grievances and complaints from consignors, agents or consignees. The disposal rate for the customer grievances and complaints is considered as the performance of the functional departments and assessed annually. The company annually consigns a third party to make a survey on the customer satisfaction indexes to know about and collect evaluation and suggestions from various customers for the improvement and boost of its service quality. The department of business affairs takes full responsibility for various claim cases occurring in the transportation services and deals with related business disputes properly. Number for cases of 100,000 U.S. Dollars disposed by the company from 2001 to 2005: