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Complaint Mechanism

Complaint Mechanism and Handling

Unimicron pays considerable attention to the opinions given by our customers. We view customer complaints and comments as opportunities to assist us in continuous improvement. Thus, Unimicron has built a complete mechanism to ensure the effective communication, processing and response of customer complaints and opinions through a comprehensive, systematic and standardized processing procedure, in order to protect customer rights and interests.

Customer Complaint Response Process

Unimicron categorized customer complaints into three types - “Critical”, “Major” and “Minor” - based on their severity level, with which the cases are reported, handled and have their progress tracked accordingly. It is expected that all complaints can be handled and responded to properly, with the most efficient use and allocation of resources.

Notification Levels

Prossing Levels

Tracking Frequency

Notification and Management Mechanism of Customer Complaints



VIP(Executive President / SBU President/ Vice President)

Report progress to the highest level twice a week


Vice President

Plant Director/ Responsibility (Manager/ Deputy Manager)

Each factory quality assurance unit tracks the progress of customer complaints daily


Plant Director

Responsibility Manager, Deputy Manager

Explanation for 2021 Customer Complaint




After the improvement made in the plants and the timely reply and solution before the customer's requested deadline, all the cases have been closed and there have been no recurrences.

In 2020, Unimicron received 233 “Critical” and “Major” customer complaints about PCB products, 31 cases more than the previous year. The main reason for the decrease in customer complaints was the problem of abnormal functions, which increased by 46 cases compared with 2020.

Carrier SBU

The case of customer complaints decreased significantly mainly due to a decrease in shipments affected by the October 28, 2020 incident. 231 complaints about appearance issues in 2021 fewer than in the previous year. In addition, the problems of dimensional and functional have been reduced by the continuous improvement in the factory, which is 115 cases less than that of 2020.

2021 PCB SBU Critical and Major Customer Complaint Statistics

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