Compliance – FAQs

1. What does compliance mean at Zong?

Compliance at Zong means operating in accordance with applicable laws and regulations, national policies, commercial norms and industry standards as well as standards guided by China Mobile Communications Company Ltd. while delivering services responsibly. It reflects our commitment to integrity, transparency and accountability in serving the public.

2. How does Zong ensure fair, transparent, and ethical service delivery?

Zong operates under a comprehensive governance and compliance framework that supports fair competition, transparent practices and ethical code of conduct. This framework ensures that services, pricing, customer communications and all types of business practices comply with applicable compliance guidelines.

3. How can I raise a concern related to actual or potential non-compliance?

Customers or external stakeholder including contractors, direct/indirect partners, suppliers, vendors, etc. may speak up and raise their concerns related to compliance at our whistleblowing channel: [email protected].

4. Will my identity be protected if I report an issue?

Yes. We are committed to protecting the identity of anyone who reports a concern in good faith or supports an investigation. Retaliation is strictly prohibited. Based on whistleblowing policy, the anonymity of the whistle-blower will be continuously maintained and protected.

5. What is the process after I raise a concern at the whistleblowing channel of Zong?

Upon receiving a concern, CMPak Compliance conducts a detailed investigation ensuring fair, unbiased and consistent methodology. Facts of non-compliance are established by verifying allegations and evidence, identifying failures and root causes, assessing asset losses or other adverse impacts, determining violated laws and company policies (including the Code of Conduct obligations), identifying responsible persons, proposing disciplinary handling, and recommending corrective actions. Based on the findings our team will draw conclusions on the identified issues and take necessary corrective actions as per applicable policies.

6. How does Zong ensure protection of customer or third party's personal information?

Robust information security controls aligned with regulatory stakeholders' requirements and industry best practices have been implemented to safeguard customer privacy, ensuring confidentiality and integrity of information. Appropriate organizational safety measures are in place to prevent unauthorized access, misuse or disclosure.

7. Do vendors of CMPak also have to abide by compliance standards?

Yes, vendors of CMPak are required to abide by compliance standards as mentioned in Zong's Supplier Code of Conduct. Link: https://www.zong.com.pk/procurement/reference-material. The Code makes compliance a mandatory condition of doing business with CMPak and applies not only to the vendor entity but also to its employees, agents, subcontractors, and sub-tier suppliers. Vendors must comply with all applicable laws and regulations, including those related to labor and employment, anti-bribery, anti-corruption, fair competition, data privacy and intellectual property. They are required to conduct business ethically, disclose conflicts of interest, prohibit child or forced labor, ensure fair treatment and non-discrimination, maintain safe working conditions, protect company's confidential information and keep proper records to demonstrate compliance.

8. What are some examples of compliance violations?