Customers

Consumer-Oriented Management System
Orion pursues consumer-oriented management as the core principle for all corporate management activities and operates a collaborative system among relevant departments to ensure that consumer feedback leads to improvements in products and services. We systematically collect and analyze voices of the customer (VOC) to incorporate them into key areas such as quality, service, product safety, information provision, and after-sales service. We manage these processes to respond promptly and responsibly to consumer needs while strengthening the protection of consumer rights and interests. We plan to steadily pursue improvement initiatives to enhance customer satisfaction and trust.

Internal Control System
Orion operates an internal management system to promptly and systematically resolve customer complaints. We have established a collaborative framework among the customer center, which serves as the lead department for customer inquiries, the customer consultation organization, and relevant departments to share and manage customer feedback and complaints. We also remain committed to protecting customers’ rights and improving service quality through continuous preventive activities and corrective measures.

Consumer Rights Protection Policy
Based on consumer-oriented management, Orion actively reflects consumer needs and expectations in product and service improvements and strives to realize customer value. With customer satisfaction as a core value, we listen to customer feedback, provide accurate and reliable information, strengthen trust with consumers through various communication channels, and continuously work to protect consumer rights.

Commitment to Protecting Consumer Rights and Interests

Dedicated Food Safety and Quality Control Organization
The Quality and Safety Center operates a safety and quality control system that covers the entire process, from raw materials to the final product. Based on scientific validation, the center analyzes the quality and safety of raw materials and products, and supports product quality control and improvement using data collected from the production sites. Additionally, the center helps secure consumer trust through risk management in compliance with food regulations.

Product Safety Principles
In accordance with the Orion Food Safety System, Orion is committed to providing safe products at all stages, from product development and production to distribution and sales.

Food Safety Inspection Activities
Orion operates the Global Food Safety Audit (GSA) system to increase safety at all production locations. We appoint and train specialized auditors to conduct annual food safety inspections at all domestic and international factories and use the results to identify areas requiring improvement. Additionally, we operate a “Food Safety Calendar” to ensure the safety of distributed products and raw materials. Throughout 2025, we conducted approximately 1,700 microbial and physicochemical analyses.

Food Safety Certificate
Orion is engaged in various initiatives to provide consumers with safer products through enhanced hygiene and safety measures. We have achieved HACCP certification and FSSC22000 certification across all production lines. Additionally, we participate in the AIB Global Audit Program, where our trained internal auditors perform self-inspections of all production lines to strengthen hygiene and safety further.

Food Safety Information Monitoring
Orion monitors domestic and international food safety information to provide consumers with safe food, and proactively prevents potential hazards through inspections covering the entire process from raw materials to packaging and labeling, as well as product recall inspections.