Lufax Holding Ltd 6-K, filed Apr 23, 2024
Lufax Holding Ltd (LU)
About this 6-K
Lufax Holding Ltd filed this 6-K on April 23, 2024.
UNITED STATES
SECURITIES AND EXCHANGE COMMISSION
Washington, D.C. 20549
Form 6-K
REPORT OF FOREIGN PRIVATE ISSUER
PURSUANT TO RULE 13a-16 OR 15d-16
UNDER THE SECURITIES EXCHANGE ACT OF 1934
For the month of April 2024
Commission File Number 001-39654
Lufax Holding Ltd
(Registrant’s name)
Building No. 6
Lane 2777, Jinxiu East Road
Pudong New District, Shanghai
People’s Republic of China
(Address of principal executive office)
Indicate by check mark whether the registrant files or will file annual reports under cover of Form 20-F or Form 40-F. Form 20-F ☒ Form 40-F ☐
SIGNATURES
Pursuant to the requirements of the Securities Exchange Act of 1934, the registrant has duly caused this report to be signed on its behalf by the undersigned, thereunto duly authorized.
| Lufax Holding Ltd | ||
| By: | /s/ David Siu Kam Choy | |
| Name: | David Siu Kam Choy | |
| Title: | Chief Financial Officer | |
Date: April 23, 2024
Exhibit Index
Exhibit 99.1
Lufax Announces Annual General Meeting on May 30, 2024 and Filing of Its Annual Report on Form 20-F
SHANGHAI, April 23, 2024/PRNewswire/ – Lufax Holding Ltd (“Lufax” or the “Company”) (NYSE: LU and HKEX: 6623), a leading financial services enabler for small business owners in China, today announced that it will hold an annual general meeting of the Company’s shareholders (the “AGM”) at 10:00 a.m. Hong Kong time on May 30, 2024 at Room 3601, No. 1333 Lujiazui Ring Road, Pudong New District, Shanghai, the People’s Republic of China, for the purposes of considering and, if thought fit, passing each of the proposed resolutions set forth in the AGM notice. The AGM notice, the AGM circular, and the form of proxy for the AGM are available on the Company’s website at https://ir.lufaxholding.com.
Holders of record of the Company’s ordinary shares on the Company’s register of members as of the close of business on April 9, 2024 (Hong Kong time) are entitled to attend the AGM in person. Holders of the Company’s American depositary shares (the “ADSs”) as of the close of business on April 9, 2024 (New York time), who wish to exercise their voting rights for the underlying ordinary shares, can submit their voting instructions to Citibank, N.A.
The Company also announced today that it filed its Annual Report on Form 20-F for the fiscal year ended December 31, 2023 with the U.S. Securities and Exchange Commission on April 23, 2024. The Annual Report can be accessed on the Company’s investor relations website at https://ir.lufaxholding.com. The Company will also provide a hard copy of its Annual Report containing the audited consolidated financial statements, free of charge, to its shareholders and ADS holders upon request.
The Company has also published its Hong Kong annual report today for the year ended December 31, 2023 pursuant to the Rules Governing the Listing of Securities on The Stock Exchange of Hong Kong Limited, which can be accessed on the Company’s investor relations website at https://ir.lufaxholding.com as well as the website of The Stock Exchange of Hong Kong Limited at https://www.hkexnews.hk.
About Lufax
Lufax is a leading financial services enabler for small business owners in China. The Company offers financing products designed principally to address the needs of small business owners. In doing so, the Company has established relationships with 85 financial institutions in China as funding partners, many of which have worked with the Company for over three years.
Investor Relations Contact
Lufax Holding Ltd
Email: Investor_Relations@lu.com
ICR, LLC
1
Robin Yang
Tel: +1 (646) 308-0546
Email: lufax.ir@icrinc
2
Exhibit 99.3
HKEX NYSE Stock Stock Ticker: Code: 6623 LU 2023 Environmental, Social and Governance report
About This Report 1 Introduction to Lufax Holding 2 Message from Chairman 3 2023 Performance Highlights 4 Sustainable Development Strategy 6 Appendix I 63 Appendix II 64 Appendix III 68 About This Report 1 More Warming Finance More Reliable Finance Introduction to Lufax Holding 2 Message from Chairman 3 Deeply Engaging in Inclusive Finance 12 Consolidating Governance Foundation 35 Fulfilling Social Responsibilities 15 Redoubling Efforts to Protect Financial 45 2023 Performance Highlights 4 Consumers Sustainable Development Strategy 6 Protecting Information Security 50 Appendix I 63 Appendix II 64 More Efficient Finance More Sustainable Finance Appendix III 68 Promoting Technology Empowerment 23 Co-establishing a Green Future 57 Optimizing Customer Services 25 Jointly Building the Industry Ecosystem 61 Building a Quality Team 28 Contents
2023 Environmental, Social and Governance Report 1 Lufax Holding Ltd. (hereinafter “Lufax”, “Lufax Holding”, “the Company” or“We”),isdelightedto presentits2023 Environmental, Social and Governance Report (hereinafter “the Report”) to demonstrate the philosophy, management, actions and achievements of the Company and all its subsidiaries (hereinafter “the Group”) in Environmental, Social and Governance (hereinafter “ESG”)aspects. ReportingPeriod This Report is an annual report, which covers the period from 1 January 2023 to 31 December 2023 (hereinafter “the Reporting Period”). To make the Report more comparable and comprehensive, we include partial information before 2023 or at the date ofpublication. ReportingScope This Report primarily discusses Lufax Holding and covers all Lufax subsidiaries and branches. The environmental and social key performance indicators (hereinafter “KPIs”) disclosed in this Reportapply toourheadquarters, subsidiaries, and allbranches. If otherwise specified, please referto the relevant instructions. ReportingStandards This Report is prepared in accordance with the Environmental, Social and Governance Reporting Guide set out in Appendix C2 to the Rules Governing the Listing of Securities on the Stock Exchange of Hong Kong Limited (hereinafter “HKEX”), with reference to the United Nations’ Sustainable Development Goals (hereinafter “SDGs”). The Report follows the reporting principles of “materiality”, “quantitative”, “balance” and “consistency” to ensure the authenticity and accuracy of the content, fully reflecting the current status of the Company’s management and achievements in ESG aspects and providing readers with valuable information. Reporting Definition The Company’s Response Principles Materiality The threshold at which ESG issues determined by the Board are The Company has identified sustainability sufficientlyimportantto investorsandother stakeholdersthattheyshould issues crucial to its development through be reported. ongoing stakeholder communication. Quantitative KPIsin respectof historical dataneedto be measurable. The issuer should The Company records and discloses set targets to reduce a particular impact. In this way the effectiveness of quantitative ESG performance indicators on ESG policies and management systems can be evaluated and validated. an ongoing basis, and interprets the data Quantitative information should be accompanied by a narrative, disclosed inthis Report. explaining its purpose, impacts, and giving comparative data where appropriate. Balance The ESG Report should provide an unbiased picture of the issuer’s This Report has truly and accurately performance. The Report should avoid selections, omissions, or reflected the Company’s management presentation formats that may inappropriately influence a decision or performance in the ESGfield. judgment by the reportreader. Consistency The issuer should use consistent methodologies to allow for meaningful Unless otherwise stated, the Company comparisons ofESG data over time. ensures that the reporting scope and methods are generally consistent each year. All the information, data and cases mentioned in this Report are collected from the Company’s statistical reports and relevant documents. The Company guarantees that thisReportisfree from any false records or misleading statements, and is responsible for the authenticity, accuracy andcompletenessof thisReport. All amountsin this Reportarestated inRMBunless otherwise specified. ReportingLanguage This Report is published in Chinese (Simplified and Traditional) and English. Should there be any discrepancies between the two versions, the Chinese one (Simplified) shall prevail. The business plans, development strategies and other forward-looking descriptions involved in this Report do not constitute the Company’s substantive commitment to investors. This Report and other information related to the Company’s sustainable development activities are available in the “Investor Relations” section in the Company’s website: https://ir.lufaxholding.com/home/default.aspx
2023Environmental, Social and Governance Report 2 Message from Chairman Lufax Holding is a leading company which mainly provides financial services to empower small and micro business owners (SBOs) in China, whose 2023 Performance business covers retail credit and enablement, The total outstanding balance of loans Highlights consumer finance and other financial services. By managed by Lufax Holding reached RMB integrating our financial expertise with advanced 315.4 billion technology and leveraging online and offline Sustainable resources, we provide SBOs with access to financial Development Strategy products and services and empower institutional 94 partners to efficiently reach and serve SBOs to support With approximately 20. million the inclusive development of small businesses and borrowers in total More Warming help improve their competitiveness and sustainability. Finance As for retail credit services, Lufax relies on its RMB The amount of billion unsecured loans reached technology-empowered retail credit service platform, 207.9 Ping An Puhui, and is committed to providing end-to-More Efficient end lending services for SBOs and individual business The amount of secured loans reached Finance risk households control.with In the innovative consumer technology finance sector, and improved we work RMB 70.4 billion with funding partners and third-party credit The amount of consumer finance loans More Reliable enhancement providers to provide comprehensive reached RMB 37.1 billion Finance consumer financial services to residents to meet their consumer credit needs and enhance the financial More Sustainable accessibility to small and microbusinesses. Finance Appendix
2023Environmental, Social and Governance Report 3 Introduction to Lufax Holding 2023 Performance Highlights Sustainable Development Strategy More Warming Finance More Efficient Finance More Reliable Finance More Sustainable Finance Appendix 1. More warming finance, more efficient finance, more reliable finance and more sustainablefinance. Upholding our commitment to serving people with heartfelt financial services As a leading financial service provider empowering small business ownersin China, we possessaprofound understandingofthe vital role they play in ensuring stable national economy and social development as a significant component of the real economy. Our mission is to foster small business competitiveness and sustainability by continuously developing products and services tailored to their unique characteristics and development needs. With the help of innovative service models, we channel financial resources to small businesses. We consistently prioritize the well-being of people, wholeheartedly embrace our social responsibilities, and fully leverage our professional expertise and background to integrate finance and charity. This synergy gives rise to our distinctive “Finance Plus” approach to charity, which concretely embodies our dedication to providing heartfelt financialservicesfor more people. Leveraging technology to create an efficient financial engine The landscape offinance is undergoinga profound transformation driven by technological innovation and digitalization. Powered by core technologies such as big data, artificial intelligence, blockchain and cloud computing, our advanced technological infrastructure is in place to accelerate the efficiency of financial services for the real economy. We are fully embracing the digital revolution in customer services, employing a range of intelligent solutions to accurately anticipate customer needs and dynamically track changes in customer sentiments in real time. Our goal is to provide customers with worry-free financial services that are both efficient in time and cost. Furthermore, we recognize that talents are our most valuable assets. We have established a robust talent evaluation and development system, fostered an inclusive culture, offered competitive employee benefits, and implementedadiverserange ofsupport initiatives.By cultivatinga sense of belonging and unlocking the full potential of our employees, we are cultivating a strong talent pool that drives our high-quality andefficientdevelopment. Enhancing corporate governance to establish a more reliable financial system Our sustainable development relies on a well-regulated governance mechanism. We have put in place aclear and effective corporate governance framework that ensures a balance of power and incorporates ESG principles into our comprehensive risk management system, thereby enhancing our resilience against risks. Guided by our commitment to integrity and fairness, we actively oppose any behaviors that violate business ethics while constantly reinforcing a culture of integrity. Moreover, we adhere to the principle of “Finance for people” by prioritizing consumers. In our governance strategy, we focus on safeguarding consumer rights, privacy and security, thus protecting their legitimate interests such as property security, information rights, and fair trading rights and fulfilling our obligations in data security. By doing so, we actively contribute to fostering a stable, secure, fair, andjust financialmarketenvironment. Fostering green development to build a sustainable financial ecosystem Promoting green and sustainable development has become a shared responsibility of humanity worldwide. We are actively implementing the nationwide “dual carbon” strategy, and taking proactive actions to address the challenges and opportunities brought about by climate change. By championinginitiatives such as promoting green offices, setting environmental targets, and enhancing energy management, we have integrated the concept of green development into all aspects of our business operations. We firmly uphold our commitment to biodiversity conservation. We utilize our resources to actively engage in relevant practices and initiatives that safeguard biodiversity, effectively contributing to biodiversity conservation. Additionally, we are dedicated to assisting our suppliers in jointly building a responsible management system, with a focus on building a sustainable value chain, and engage with partners from all sectors to foster a sustainable developmentecosystem. Looking ahead to 2024, we will forge ahead and seize new opportunities presented by the times and the market. Our mission is to support the growth of the real economy. Driven by technological innovation and supported by a robust governance frameworkandacomprehensiveriskmanagementmechanism,we will prioritize green operation and sustainable development. Together with all our colleagues, we will embrace agreener future that ismoreinclusive andmore open. Chairman and Chief Executive Officer of Lufax Holding g Suk CHO
2023Environmental, Social and Governance Report 4 Introduction to Lufax Holding Message from Chairman Sustainable Development Strategy More Warming Finance More Efficient Finance More Reliable Finance More Sustainable Finance Appendix We provided loans to 6,841,751SBOs, with the total loan amounts reaching RMB 315.4billion. Consumer finance services finance to has over covered major regions across the country, providing consumer 5.5 million customers, with nearly 92%of users in third tier cities and below We cumulatively served more than 310,000 agricultural small and micro businesses, with the loan amounts exceeding RMB60 billion. Upgrade the AI intelligent loan solution “Xingyun”, reduce 50%of loan application process breakpoints, and reduce average time by 31%, greatly improving the borrowing experience and efficiency of users. We served 7.84million customers and actively answered their inquiries, customer complaint rate was 0.0009%, with a response rate of 100% In total, 6,136micro-courses and 7,535training sessions were launched on the Zhiniao platform, involving 1.97million learners and 195,500learning hours. The including “Bugle Call” campaign of combating corruption and upholding integrity was carried out, 29 kick-off meetings, 120policy publicity sessions, 28notifications of typical cases, and 20learning courses on the Zhiniao platform. A total of 157tweets were posted on the official Weibo and the Lu Hui Rong APP to promote consumer protection publicity and education, with 375offline consumer publicity and education activities conducted. The ISO 27001: information 2013 information security management security management system involved system in our certification, businesses with are accredited by 100% coverage. Compared to the same period last year, electricity consumption was reduced by 35%, water consumption by 17%, paper consumption by 28% and greenhouse gas (GHG) emissions by 31% The “Ping An Guardian Action -National Parks” program has achieved its goals of protecting 1,000species of animals and plants, guarding 10,000square kilometers of land, transplanting 50,000seedlings, restoring over 604mu of panda habitat and training over 50,000champions in rural green development. 100% of our partners signed the Integrity Commitment, and 100%of our suppliers completed on-site assessments and annual evaluations.
2023Environmental, Social and Governance Report 5 Introduction to Lufax Holding Message from Chairman Sustainable Development Strategy More Warming Finance More Efficient Finance More Reliable Finance More Sustainable Finance Appendix Xinhuanet China Banking and 2023 “Excellent Stockstar Stockstar Xinhua Finance Insurance News Value List” The 9th Financial Corporate ESG New Listed Company of the Year JinlanCup -Excellent ESG Social Responsibility Forum - Golden Promise ESG Practice of the Benchmarking for Social Responsibility Responsibility Practices Excellent Social Award Year Enterprise Award Responsibility Practices National Business Daily CAILIANPRESS.COM Securities Daily The 10th Financial Corporate China Times Social Responsibility Forum Golden Tripod Award -Listed Company of ESG Practice Pioneer 2023 Best ESG Practices Golden Cicada Award -ESG the Year for Social Responsibility, Annual Award Excellent Practice for “Serving Excellent Enterprise Award Award for Contribution to Serving the Real the Real Economy” Economy
Sustainable Development Strategy
2023Environmental, Social and Governance Report 7 Introduction to Lufax Holding Message from Chairman 2023 Performance Highlights More Warming Finance More Efficient Finance More Reliable Finance More Sustainable Finance Appendix Lufax Holding attaches great importance to the sustainable developmentofthe Company and the fulfilment ofcorporate social responsibility. We integrate the ESG principles into our corporate strategy and continuously optimize and improve the ESG system to achieve a harmonious and win-win outcome between the Company’s development and the broader environment and society. Oversight of ESG Issues Lufax Holding is committed to long-term, high-quality and sustainable development in order to continuously create value for all stakeholders. The Board of Directors, as the highest decision-making body for ESG management, is fully responsible for overseeing the Company’s overall ESG performance and developing ESG management policies and strategies to ensure that appropriate and effective management policies are in place. To effectively supervise and implement consumer protection and ESG related matters of the Group, Lufax Holding has established the Consumer Protection and ESG Committee at the Board level, under which the executive committee of Lufax Holding consists of the Consumer Protection Executive Committee and the Reporting and ESG Executive Committee. The Reporting and ESG Executive Committee is responsible for executing specific ESG targets, formulating management policies, evaluating ESG performance, identifying ESG issues that are significant to business operations and stakeholders, andregularly updatingthe BoardofDirectorson the statusof ESG management and associated outcomes. Under the ReportingandESG Executive Committee, each subsidiary has establisheditsown Reporting andESGAffairsCommittee and authorizes the Reporting and ESG Executive Group, composed of representatives from various functional departments of the subsidiaries, to coordinate and implement specificESG tasks. Board of Directors Level Executive Committee Level Each subsidiary establishes Consumer Each subsidiary establishes Reporting and Protection Affairs Committee ESG Affairs Committee Authorize Authorize Consumer Protection Executive Group Reporting and ESG Executive Group (Representatives of each working group) (Representatives of each functional department) Executive Level Brand HumanOther Publicity Appraisal Examination Complaints and Finance Board Reporting Publicity …… Functional Emergency Resources Group Management Office Management Group Education Management Group Group Department Department Department Departments Group Group ESG Governance Framework of Lufax Holding
2023Environmental, Social and Governance Report 8 Introduction to Lufax Holding Message from Chairman 2023 Performance Highlights More Warming Finance More Efficient Finance More Reliable Finance More Sustainable Finance Appendix ESG Management Approach and Strategy Based on global ESG development trends and changes in domestic and international macroeconomic conditions, stakeholder communication results and our strategic development plans, we promptly optimize and adjust our ESG management policies, strategies and internal management systems to ensure more scientific, systematic and standardized ESG management and provide a policy foundation for the Company’s sustainable development practices. In 2023, we refined our ESG policy statement system, and released six policies to the public, including the Code of Business Conduct, the Collection Policy Statement and the Statement on Employee Rights, among others. This improved communication with stakeholders and demonstrated our commitment to ESG management. To effectively identify, manage and control ESG-related risks, and to ensure that our ESG governance meets the requirements and expectations of all stakeholders, we have incorporated ESG indicators into the performance appraisal system of senior executives, directly linking ESG governance with their remunerations. Policy Statements on ESG Code of Business Conduct Code of Business Conduct for Employees Statement on Employee Collection Policy Rights Statement Policy Statement on Policy Statement on Information Security Privacy Protection Management The Board of Directors, as the highest decision-making body for ESG management, is fully responsible for formulating specific ESG strategies and objectives, regularly reviewing ESG progress towards objectives, and providing direction and suggestions for improvement. In addition, to continuously enhance the appropriateness and effectiveness of ESG management policies and strategies, the Board also participates in assessing, prioritizing and managing important ESG issues, and reviews the results of materiality assessments and the ranking of various issues, so as to clarify the focus of ESG risk management. This will enable the Company to maintain a sustained and specific focus on relevant issues in future ESG management efforts in response to the concerns of various stakeholders. Review and Approval of ESG Reports The Report provides comprehensive disclosure of Lufax Holding’s management and progress in ESG-related work. It was reviewed and approved by the Board of Directors in April, 2024.
2023Environmental, Social and Governance Report 9 Introduction to Lufax Holding Message from Chairman 2023 Performance Highlights More Warming Finance More Efficient Finance More Reliable Finance More Sustainable Finance Appendix Attaching great importance to close communication with stakeholders, the Company has established a regular communication mechanism to listen to the voices of all stakeholders and fully understandthekey issuesoftheirconcerns.Asaresponse, wehaveestablishedasoundmechanismof mutualtrustthrough activitiessuch asroadshows, specialresearch,andinvestor meetings, inan effortto continuously elevate oursustainability to new heights. Themain stakeholders identified, issues oftheir concernsandcommunication channels arelisted below: Stakeholders Issues of concern Communication channels Government and • Information and data • Information security Regulatory security management improvement Authorities • Safety of financial and risk products management • inspection Daily supervision and • Responsible Marketing • Regular reports and • Compliance risk communication management Code of business conduct • Compliance disclosure • • Special research and on-site • Corporate governance meetings Forums and communication • Inclusive finance • Rural programs • revitalization Annual Waste • reports and • management announcements • Energy conservation and Employment promotion resource utilization • Ecological conservation • Legal and compliant business • and operation restoration Climate change • Policy advisory and • response implementation Shareholders and • Information and data • Annual reports and Investors Safety security and announcements • risk management • Roadshows and investor of financial products empowerment conferences • Technology • R&D investment and product • Inclusive finance innovation Analyst conference calls • Compliance risk • management • Robust operation • Code of business conduct • Company’s website • Corporate governance • Annual general meeting of shareholders Stakeholders Issues of concern Communication channels Customers • Information and data • Service hotline Safety security risk management • Customer satisfaction survey • and • Optimization of product and of financial products service quality • Customer Customer privacy services protection • Strict protection of user • information • Responsible marketing • Product satisfaction survey • Inclusive finance and R&D Suppliers and • Sustainable supply chains • Supplier procurement Business Partners • Code of business conduct platforms • Standardized management and optimization of supply chain Employees • Employee welfare and rights • Channels for complaints and interests protection • Democratic communication • Employee development and platforms Equality training and diversity • Employee communication • platforms and diversity activities Media and Public • Rural revitalization • Annual reports and Welfare • Inclusive finance announcements Organizations • Annual performance and interim press conference • Press releases and publications • Media Media enquiries access • • Publicity in communities
2023Environmental, Social and Governance Report 10
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
More Warming Finance
More Efficient Finance
More Reliable Finance
More Sustainable Finance
Appendix
industrial andregulatory disclosure requirements, andidentified19 material issues based on the characteristics of our business, our strategic positioning and the
bestpracticesamongpeers, aswell as the feedback and suggestions from various stakeholders. We prioritized ESG issues for this year based on their importance to Lufax Holding and our stakeholders using a scientific evaluation method, and formed a
materiality matrix. According to the results of the analysis, we determined the disclosure highlights of the Reportand the Company’s future strategic ESGgoals.
Thisyear, the materiality assessment was conducted as follows:
Materiality
Stakeholder assessment communication
Matrix for Material ESG Issues
High
Low Importance to LufaxHolding’s sustainable development High
Very
important Important Less important
1 Information and data security
2 Safety
and risk management of financial products
3 Customer services
4 Customer
privacy protection
5 Inclusive finance
6 Responsible marketing
7 Code of business conduct
8 Compliance risk management
9 Technology empowerment
10 Employee welfare and rights and interests protection
11 Employee development and training
12 Equality and diversity
13 Rural revitalization
14 Corporate governance
15 Ecological conservation and restoration
16 Climate change response
17 Sustainable supply chain
18 Energy conservation and resource utilization
19 Waste management
More Warming Finance Adhering to the principle of “finance for people”, Lufax Holding encourages close integration of finance and social responsibility and always takes serving the real economy and advancingrural revitalization asits mission. We fully exploitour advantagesin productsandtechnology to channelourfinancial resources towards promoting social justice, improving people’s well-being and delivering warmer finance services to more people, thus satisfying their aspirations forabetter life. Performance Highlights We provided loans to 6,841,751 SBOs, with the total loan amounts reaching RMB315.4 billion Consumer finance has covered major regions across the country, providing consumer finance services to over 5.5 million customers, with nearly 92%ofusers inthirdtiercitiesand below As of 31 December 2023, Lufax Holding had cumulatively served more than 310 thousand agricultural small and micro businesses, with the loan amount exceeding RMB60billion
2023Environmental, Social and Governance Report 12
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Efficient Finance
More Reliable Finance
More Sustainable Finance
Appendix
Developinginclusivefinanceis an importantway to addressthe contradiction between people’sgrowingdemandforfinancial services and the uneven supply. As a strong supporter of the
national strategy to promote the high-quality development of inclusive finance, Lufax Holding continuously optimizes products and services in key areas of inclusive finance, and develops products and services tailored to the characteristics and
development needs of small and micro businesses, individual business households, new citizens, and other groups. In addition, the Company actively uses technologies such as the Internet, big data, AI and blockchain to optimize inclusive finance
service models and improve credit approval and risk management models. In this way, the Company makes financial services more accessible to small and micro businesses, individual business households, agricultural entities andother groups,
andimproves the quality offinancial services.
As of December 31, 2023
Lufax Holding has served approximately
20.94million customers, with a total
of RMB
208billion in new loans for the year
To improve and diversify product
andservice portfolios, Lufax Holdingcontinuously intensifieditseffortsin productinnovation and took greater accountofinclusiveconceptsin productdesign, testing, and operation monitoring in2023.
Product Design
At the product design stage, we fully consider the characteristics of various
customer groups and offer diversified products and services with different repayment periods and methods to better meet customer needs and effectively lower the comprehensive financing costs for customers.
Product Testing
Upon completion of product development, we conduct independent acceptance
testing and simulate a variety of scenarios that may occur in process design, functionality and timeliness dimensions to ensure that our products can live up to customers’ expectations and deliver the best customer experience when they go live.
After launching the products, we regularly monitor and evaluate their operation performance through data analysis and other methods, so as to identify problems and
make corrections in time. We keep abreast of customer needs and business operations, gain quick insights into market changes and risk warnings, and enhance operational and decision-making efficiency.
CREDIT PRODUCT MATRIX
LoansType Unsecured Secured loans Consumer loans finance loans Main
Individuals Small and customer and small micro Individuals base and micro businesses businesses Loan RMB 207.9 RMB 70.4 RMB 37.1 billion balance billion billion “Ping An Major “WeiYingDai” “Zhai e-Loan” XiaoChengHua” offerings “LeXiaoDai” “Car e-Loan” “Ping An XiaoChengGuo”
2023Environmental, Social and Governance Report 13
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Efficient Finance
More Reliable Finance
More Sustainable Finance
Appendix
Micro Finance
Focusing on the needs of small and micro business scenarios, Lufax Holding
continuously increases its risk-taking ratio by fully leveraging its financial resource advantages and contributes to the establishment of a long-term financing support mechanism in which banks and guarantee companies are encouraged to make joint
efforts to boost their “confidence, willingness, capability, and expertise” in lending to micro and small businesses. This mechanism facilitates financial flows to inclusive small and micro businesses and individuals. To ensure targeted
and accurate inclusive finance, Lufax Holding relies on an O2O service model that combines online business processes with offline advisory services to bridge the “last mile” challenge of inclusive finance and enable a more efficient
solution to financing difficulties and high costs. This strongly supports the sustainable development ofsmall and microbusinesses.
As of 31 December 2023
Lufax Holding had provided loans to 6,841,751small and micro business owners, RMB with the total loan amount reaching 315.4billion.
Online Offline
Create online application, assessment and Our offline team explores the needs of SBOs, uses disbursement tools, to help small and professional skills to help them understand
micro-business owners obtain low-cost financialinformation,providesface-to-facefunding finance, effectively overcoming their advice and addresses issues, such as information challenges of obtaining accessible,
asymmetry andlimited digitalliteracy amongSBOs. affordable andtimely financing.
“AI (artificial intelligence) +O2O (online and offline)” model
Lufax Holding has developed and optimized a variety of product solutions, financing processes and empowerment-based tools to reduce the financing costs for SBOs,
thereby enhancing their business capacity. We provide SBOs with “time-saving, worry-free and money-saving” financial services, allowing more financial resources to be channelled into SBOs for their growth and development.
By integrating cutting-edge big data analytics and AI technology, Lufax Holding models the personal credit and various business data of SBOs. This enables risk management
strategies to be tailored to SBOs in different regions. In addition, the Company creates a 360° credit profile for small and micro businesses based on the comprehensive quantitative assessment of more than 7,000 predictive variables and 1,063
key variables across dimensions such as the business owner’s personal profile, business debt capacity, liquidity risk, profitability and scale. The use of multi-dimensional data helps us better profile SBOs, addressing the financing challenges
posed by the asset-light operation mode and the lack of collateral. It also enables rapid digital financing process, including approval and risk management, effectively meeting the “small, frequent and urgent” financing needs of small and
micro businesses.
2023Environmental, Social and Governance Report 14
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Efficient Finance
More Reliable Finance
More Sustainable Finance
Appendix
In response to the changing trends in the financing needs of small and micro business owners, such as larger capital demand, shorter turnover period and higher capital utilisation
rate, Lufax Holding fully utilizes its own advantages and continuously explores better solutions to support the development of SBOs. To this end, we have further refined the product “WeiYingDai”. By applying cutting-edge technology, we
accurately identify SBOs, and adopt an online loan model featuring “no collateral and no guarantee” based on the multidimensional data from individuals and businesses to provide them with timely working capital support.
The “WeiYingDai” has an unsecured financing limit of up to RMB 2 million, and qualified SBOs may apply for a lower combined interest rate. Meanwhile, the innovative
“WeiYingDai Best Billing Solution” has been rolled out in six provinces, including Jiangsu, Guangdong, Jiangxi, etc., to provide recyclable, high-credit limit, low-cost unsecured products with
flexible borrowing and repayment options to top-tier small and micro customers with stable billing trends. In 2023, WeiYingDai served a total of 104 thousand individuals, with cumulative loan
disbursements of RMB 44.2 billion.
In order to better serve the financing needs of car owners and further refine our specialty store branding solutions, we
not only increase interest rate discounts, but also continuously optimize the process experience. The “Car Mortgage 1+1” program introduced provides faster loan disbursement and allows customers to receive loans prior to collateral
registration, thereby meeting their urgent financial needs. This provides a quality customer experience that is “time-saving, worry-free and money-saving”. The program has a competitive edge in the market in terms of loan limits, pricing,
and speed. In 2023, “Car e-Loan “served a total of 24 thousand customers, with cumulative loan disbursements of RMB 14.6 billion.
Focusing on the personalized and diversified consumption needs of various consumer groups, Lufax Holding actively engages in the consumer finance business. While delivering
marketable financial products and services through increased product and service innovation, the Company uses technology to connect these products and services more closely to a wider range of consumer scenarios. The Company optimizes the channels
of consumer financial services by linking resources, funds and channels more effectively, thereby facilitating the establishment of a long-term mechanism that promotes the release of consumption potential and demand growth. This makes inclusive
financial services more targeted and accessible as an active driver of the recovery and expansion ofconsumer demand.
By establishing online service models and
collaborating with network platforms, Lufax Holding fully leverages big data and AI technologies to achieve networked business processes, automated approval and online lending services. In doing so, the Company continuously meets the diversified
consumption needs ofcustomersin different scenarios and breaks through the spatial and temporal limitations of traditional physical financial service outlets. This enables efficient and convenient accessto financialservicesfor
long-tailcustomersinthird-tiercitiesandbelow, furtherimprovingthe accessibility offinancial services.
In addition to technological innovation and breakthroughs,
Lufax Holding is committed to building convenient online service carriers to support customers’ needs to inquire and transact anytime, anywhere. We have now launched various online service channels, including the Ping An Consumer Finance APP,
official WeChat accounts, Alipay and WeChat applets, etc. The flexible service models, comprehensive service content and cross-platform customer experience enable us to provide diversified services to over 8.5 million registered users.
Responding to the national strategy, Lufax Holding also focuses on new citizens, and continues to strengthen its support for their consumption by analyzing their needs andformulating favorable strategies in thisregard.
As of December 31, 2023 consumer Lufax Holding finance Consumer services Finance to more hasthan covered major regions of the country, providing 5.5 million customers, of
which users in third tier cities and below account for nearly 92%, and nearly 50% of customers are new citizens in first tier and second tier cities with nonlocal registered residence, continuously helping to improve the coverage of financial
services.
2023Environmental, Social and Governance Report 15
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Efficient Finance
More Reliable Finance
More Sustainable Finance
Appendix
Lufax Holding always keeps in mind the original intention and promotes the spirit of public welfare. Leveraging our professional and background advantages, we have developed the
“Finance Plus” public welfare mode with Lufax Holding distinctive characteristics. Committed to the cause of rural revitalization, we actively respond to social needs and contribute our part to this initiative.
“Finance Plus” Mode
Lufax Holding actively responds to the national strategy for
rural revitalisation and continuously enhances cooperation with multiple parties. Leveraging our professional advantages, we have pioneered the “Finance Plus” multi-dimensional approach to rural revitalization, which organically integrates
finance and charity. We have launcheda series ofinclusive finance programs, namely “Finance Plus Women”, “Finance Plus Industry”, “Finance Plus Culture” and“Finance PlusDouble Carbon”, based on the core
demands of various groups. These programs focus on various key areas, including rural women’s development, industry synergetic development mode, traditional culture inheritance, business empowerment and green rural development, respectively.
Aiming at breaking the inherent boundaries of rural projects and delving into rural culture, industrial cooperation and inheritance of intangible cultural heritage, these programs have contributed to the long-term integrated development of rural
female entrepreneurs, cooperative leaders, small and micro business groups, and rural industries. As of 31 December 2023, Lufax Holding had cumulatively served more than 310 thousand agricultural small and micro businesses, with the loan
amount exceeding RMB 60 billion. In addition, the Company had assisted nearly 300 rural cooperative leaders and agripreneurs in obtaining assistance funds of over RMB 150 million. The programs cover various industries including planting,
animal husbandry, forestry, and fishery, benefiting 14 provinces and 40 counties and supporting more than 800 households that had registered for development, and contributing to the development of 13,000 people in surrounding ruralareas.
2023Environmental, Social and Governance Report 16 Introduction to Lufax Holding Message from Chairman 2023 Performance Highlights Sustainable Development Strategy More Efficient Finance More Reliable Finance More Sustainable Finance Appendix “Finance Plus Women” Taking full advantage of the financial platform, Lufax Holding actively integrates social forces to broaden the employment channels for rural women and provide financial support for their employment and entrepreneurship. In joint hands with China Women’s Development Foundation, Lufax Holding launched the 2023 “Preferential Agricultural Funds” program for the 7th consecutive year. This year, a total of RMB 9 million was issued for the “Mothers’ Entrepreneurship Revolving Fund” in Heilongjiang, Jilin, Gansu, Ningxia, and Jiangxi. Through 11 support projects, we helped 424 local women and leading female entrepreneurs to develop planting and breeding industries. These projects include agriculturalproduct planting, family farming and the integration of agriculturalproduction, processing and market services. Moreover, we also provide upskilling training, customer attraction and other support for women entrepreneurship through the “Preferential Agricultural Funds” program, providing all-round assistance in local entrepreneurship and employment ofruralwomen. In March 2023, through the “Preferential Agricultural Funds” Program, Raise Her Business Plan - Mulan Pavilion Unveiling Ceremony and Creative Market Event was held at the Shanghai World Expo Park. Around 30 participants were invited to the event, including National March 8th Red-Banner Pacesetters, representatives of beneficiaries of the Mothers’ Entrepreneurship Revolving Fund and outstanding female entrepreneurs. The Raise Her Business Plan - Mulan Pavilion aims to support women in underdeveloped areas, by providing guarantee and assistance to rural women in entrepreneurship and employment. This plan includes activities such as public welfare experiences, creative markets and business cooperation to connect urban and rural areas. A new pro-consumption model of boosting sales of featured agricultural products online and offline was rolled out to help disadvantaged women increase income and prosperity, as part of our efforts to bridge the urban-rural divide, and contribute to rural revitalization. Raise Her Business Plan - Mulan Pavilion Unveiling Ceremony and Creative Market Event
2023Environmental, Social and Governance Report 17 Introduction to Lufax Holding Message from Chairman 2023 Performance Highlights Sustainable Development Strategy More Efficient Finance More Reliable Finance More Sustainable Finance Appendix “Finance Plus Industry” Lufax Holding is committed to promoting common prosperity by empowering “new farmers” before production, funding during production and providing marketing assistance after production. The Company continuously promotes the development of rural featured industry, consolidates the foundation of rural development and helps farmers achieve prosperity. In 2023, Lufax Holding encouraged participation in the Tsinghua Rural Revitalization Action Forum & Leader Plan Elite Workshop, sharing innovative practices and industrial experiences from the “Ping An Guardian Action - National Parks” program with new farmer participants. Aiming to stimulate regional economic growth through green innovation, this program aims to drive the development of distinctive ecological agriculture in communities surrounding the national parks, by capitalizing on their unique geographical advantages. Tsinghua Rural Revitalization Action Forum & Leader Plan Elite Workshop
2023Environmental, Social and Governance Report 18 Introduction to Lufax Holding Message from Chairman 2023 Performance Highlights Sustainable Development Strategy More Efficient Finance More Reliable Finance More Sustainable Finance Appendix Lufax Holding supported the Ecotourism Capacity Improvement Workshop of the “Ping An Guardian Action - National Parks” program. This initiative aims to improve the planning skills of national park staff to meet the development needs of local ecotourism and ecological education, thereby contributing to the growth of the local tourism industry. Based on field research in nearly ten villages and various physico-geographic zones within and around Hunchun National Park, we developed an ecotourism route map and specific implementation proposals, providing structured support for the industrial development of the communities surrounding Hunchun National Park. As a result, we significantly advanced the quality construction of the national park and contributed to the coordinated development and income improvement ofneighboring ruralcommunities. “Ecotourism Capacity Improvement Workshop of the “Ping An Guardian Action -National Parks” Program Regarding post-production marketing assistance, Lufax Holding has initiated the “Benefit and Salary” series of targeted poverty alleviation activities in response to the call of Ping An Group. In these activities, we distribute agricultural products as small gifts to employees on pay-day, which boosts sales of agricultural products while improving the welfare of employees. In addition, in December 2023, our trade union organized the event “Companionship of Lufax Holding’s Companionship - 2023 Pro-Consumption Campaign”. In cooperation with the trade unions of various subsidiary Companionship of Lufax organisations, we conducted activities such Holding -2023 Pro-astastingruralproducts,fun knowledgequiz Consumption Campaign and story campaign. Through these efforts, nearly RMB 20 million worth of agricultural products from remote rural areas were successfully sold. “Benefit and Salary” -Distributing Agricultural Products to Employees
2023Environmental, Social and Governance Report 19
Introduction to Lufax Holding
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2023 Performance Highlights
Sustainable Development Strategy
More Efficient Finance
More Reliable Finance
More Sustainable Finance
Appendix
“Finance Plus Culture”
Lufax Holding is committed to promoting educational public
welfare and improving the educational environment and quality in rural areas by addressing the shortage of education resources through volunteer teaching and donation activities. In doing so, the Company aims to contribute to the prosperity and
revitalization of rural culture.
Lufax Holding has carried out rural volunteer teaching activities for eight consecutive years and taken measures to improve the
quality of rural education, such as conducting onsite visits, distributing scholarship funds, providing basic and AI technology-related courses, and donating school supplies and materials.
In 2023, in response to the callofPingAn Group’s“Walking with Hope” volunteer teaching program, Ping An Puhui , a subsidiary of Lufax Holding, embarked on a one-month teaching mission at Ping An Hope Primary School in Huangmei County, Huanggang City, Hubei Province. The aim of the event was to provide various cultural courses and to enrich their educational resources by
donating sports equipment such as basketballs, footballs and gym Volunteer Teaching at Ping An Hope Primary mats. School in Huangmei County, HuanggangCity
In the
same year, the trade union of Puhui Henan Branch of Lufax Holding launched the “ONEPINGAN Education Support Campaign in Henan” to make donations to Madao Primary School in Zhaogang Town, Fengqiu County, Henan Province. In this campaign, we
gave hand-painting lessons atMadao Primary School, provided scholarships for six underprivileged children, and donated a direct drink machine to support the local education industry.
“ONEPINGAN Education Support Campaign in Henan”
2023Environmental, Social and Governance Report 20
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Efficient Finance
More Reliable Finance
More Sustainable Finance
Appendix
“Finance Plus Double Carbon”
Always concerned about environmental protection, Lufax
Holding focuses on promoting the development of ecological civilization. We have partnered with the RiverWatcher Foundation to organize our employees to volunteer for “Beautiful Initiative” green public welfare activities across the
country. As an advocate of the concept of green sustainable development, we encourage ouremployees to become actively involved.
Since the launch of “Beauty
Initiative” in May 2021, we have encouraged employees to volunteer for beach cleanup activities together with organizations such as communities and public welfare institutions, contributing to building a clean community by disposing of litter.
As of 31 December 2023,“Beauty Initiative” themed activities had been carried out across over 110 cities in 27 provinces in China.
Lake Cleanups by
LufaxVolunteers
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2023 Performance Highlights
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Appendix
Participation and Investment in Public Welfare
Relying on Ping An Group’s “San Cun
Hui” public welfare platform and focusing on key areas of concern such as industrial assistance, emergency response, education donations and healthcare, Lufax Holding has spontaneously organized a public welfare team under Lufax Branch of Ping
An Volunteer Association to actively participate in various social practices and volunteer activities. These actionstargeteddisadvantaged groupsin society andaddressed people’s livelihood needs.
As of 31 December 2023
Lufax launched Volunteers over Association public welfare had
cumulatively activities in
901
urban communities and villages across the
country In addition, the number of our employees registered reached on the “San Cun Hui” platform has 27,067, with a cumulative volunteer service of5,708.64hours.
More Efficient Finance Relying on leading financial layout, Lufax Holding keeps improving financial service efficiency, optimizing customer service processes, and reducing financing costs for small and micro businesses through technological innovation. We also strive to build an excellent talent team and continuously improve our training and promotion system. With these ongoing efforts, we aim to ensure quality service and establish ourselves asan efficientfintech brand. Performance Highlights Upgrade the AI intelligent loan solution “Xingyun”, reduce 50% of loan application process breakpoints, and reduce average time by 31%, greatly improving the borrowing experience and efficiency of users During the Reporting Period, we served 7.84 million customers and actively answered their inquiries, customer complaint rate was 0.0009%, with aresponse rate of100% We also receivedexternalrecognition for our effortsin employment, and were awarded as “China Preferred Employer of the Year 2023” by Zhaopin Thisyear, a totalof6,136 micro-courses and7,535 trainingsessions were launched on the Zhiniao platform, involving 1.97 million learners and195,500 learning hours
2023Environmental, Social and Governance Report 23
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Warming Finance
More Reliable Finance
More Sustainable Finance
Appendix
Leveraging its leading technology layout and years of accumulated operating experiences, Lufax Holding makes flexible use of various financial technologies, such as big data,
artificial intelligence (AI), blockchain and cloud computing, to empower businesses and continuously enhance the competitiveness of products. Meanwhile, we are committed to applying digital technologies in practices and replacing repetitive work
with digital tools to improve operational efficiency.
Lufax Holding comprehensively uses financial technologies to launch solutions, such as “Xingyun”
and “Smart Customer Service 2.0”, to provide customized, modular, intelligent and warm financial services for different customer groups.
“Xingyun”, an AI-powered smart loan solution, has reformed the businessprocess of small and micro loans by
offering zero text input and face-to-face service with anthropomorphic AI virtual images. It has solved pain points such as redundant application input, long-time
waiting, and excessive questioning to minimize user “Xingyun” waiting time. During the Reporting Period, we optimized “Xingyun” from four major dimensions, including combining processes, simplifying operations, accelerating
system speed and standardizing UI. As a result, the number of breakpoints in the loan application process wasreduced by 50%, and the average application time was reduced by 31%, enabling customers to enjoy a streamlined borrowing experience. As of
31 December 2023, Xingyun had servedatotal of796 thousand customers, with loans ofapproximately RMB218.1 billion.
To meetthe demandfor abetter
serviceexperience fromSBOs, wehave launched the SmartCustomerService 2.0 with major innovations as follows: Smart • Redesigned service interface: The AI virtual human provides whole-process assistance by guiding Customer customers to
readinformation, reducingthe frequency oftext interaction duringthe customer service. Services and pinpoint their 2.0 • Upgraded service functions: AI technology is used to predict customer service needs problems. Additional functions such as
intelligent inquiry and intelligent repayment are introduced to simplify manual operations for customers, offering amore convenient andtime-saving service experience.
• Diversified service approaches: Taking into account multi-dimensional user profiles and customer labels, we provide customerswith personalizedwelcome messages, hot topics,
function lists, shortcuts andother differentiated andfine-tuned services, to create atailored service experience.
2023Environmental, Social and Governance Report 24
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Warming Finance
More Reliable Finance
More Sustainable Finance
Appendix
Digitization is the opportunity of the times. We continue to innovate for digital breakthroughs and apply such achievements into business practice. To this end, we have launched
digital applications such as “Qualified Investor Certification Robot”,“Ticket Platform Audit Robot” and “Product Operation Robot”, in an effort to reduce operational cost and enhance efficiency. Meanwhile, we actively
explore the application of large models2 in business operations, so as to enable rapidanalysis ofmassive data and automated processing ofcomplex tasks.
Qualified
Investor Certification Robot
Supported by the image recognition technology, the Qualified Investor Certification Robot is able to intelligently recognize various
supporting documents, including income certificates, deposit certificates, financial asset certificates, bank statements and APP screenshots of wealth management, to intelligently audit and certify investors’ materials. During the Reporting
Period, the robot replaced about 50% of the manual audit work, and the audit time per ticket was controlled in 2 minutes.
Ticket Platform Audit Robot
Based on optical character recognition (OCR) technology and robot process automation (RPA) technology, the robot can automatically process the ticket audit at client side and
support multiple business scenarios, such as account-cancellation application, card unbinding, reset of login password, change of phone number and ID card verification. During the Reporting Period, the robot replaced about 90% of the manual initial
audit work, and the audit time per ticket was controlled in 1 minute.
Product Operation Robot
1) On-Shelf Product Robot: Based on self-developed text element extraction model, the robot can extract information from various formats of
product documents, and has replaced about 80% of the manual extraction work. Ithas now been gradually introduced to all production lines.
2) Inspection Robot:
Based on OCR full-text recognition and graphic recognition technology, the robot enables 7*24 auto inspections of APPs and has covered over 300 routes of Lufax Holding. The robot allows us to identify and solve APP interface exceptions on time, to
reduce customer inquiries and complaints arising hereof.
Application of Large Models
To better support financial business scenarios involving large amounts of data, we phase in large models with powerful functions of language understanding and content generation in
our business processes. In doing so, we speed up the processing of huge amounts of data, text and video, and improve business operation efficiency.
1) Information
extraction: We analyze post-credit litigation documents in a structured manner through large model commands and prompts. The model can accurately identify important information of litigation cases, provide advance warning of litigation risks, and
shorten the average time of inputting litigation documents from1month to 5 days.
2)Labelidentification: Basedon the logicalreasoningcapability of large models, we
train the customer label identification model with customers’ public data. Its accuracy rate is 10% higher than that of the natural language processing (NLP) model. Moreover, this model can increase the customer research andjudgement
information, and send timely alerts for high-risk customer cases.
Large models refertomachinelearning modelswithenormous parameters andsophisticatedstructures.
Typically, suchmodelsconsistof billions oreventens of billions of parameters. They are able tounderstand the statistical rules andsemantic informationof the language bylearning massivetextual data withoutsupervision. Therefore, they possess
suchpowerful language understanding andcontentgenerating capabilities.
2023Environmental, Social and Governance Report 25
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Warming Finance
More Reliable Finance
More Sustainable Finance
Appendix
Being customer-centric, Lufax Holding actively constructs diversified communication channels to collect customers’ opinions. We continuously optimize our products and services
as well as the complaint handling process according to customer feedback. We consider improving customer satisfaction as a key driver for business development and are committed to providing customers with the bestservice
andexperience.DuringtheReporting Period, we received a total of 563 customer complaints, with a year-on-year decrease of 20%; customer complaint rate was 0.0009%, with
aresponse rate of100%. To quickly respond to customers, Lufax Holding provides customers with online value-added services in life and work through “Ping An Puhui Customer Service Center”. Moreover, we regularly notify customers of
repayment successes, deduction reminders and other service messages through our official account to maintain good repayment records for customers, thus increasing the emotional connection between the Company and customers, andcreating apositive
brand image. In 2023, guided by Ping An’s new value culture, Lufax Holding fully incorporated the “time-saving, worry-free and money-saving” culture into customer experience enhancement. Focusing on customer lifecycle service
processes, we explored the core pain points of our customers, and implemented a series of optimization initiativesfor the repayment and settlementprocesses. By doing so, the number of repayment consultations droppedby 20%,
demonstratingourcommitmentto time-saving, worry-free and money-saving services. During the Reporting Period, we served 7.84 million customers and actively answered their inquiries.
When the repayment date is approaching, we will send reminders through Enterprise WeChat, WeChat official account, SMS and other channels, to remind the repayment date for batch
deduction and provide repayment entrance. If the deduction fails, the “Worry-free” system will sendthe reasons and solutions to the customers in time, andprovide one-click repayment entrance. Every
month, about 128 thousand customers complete the message reminder repayment through the repayment entrance in the service message, providing more worry-free repayment arrangement for customers.
With three months of iteration efforts, we have optimized the APP functions by adding repayment and settlement entrances and the Continue Repayment button on the APP homepage. We
also push intelligently recommendedrepayment methods through the “Time-saving” system to make it easy for customers to quickly find the repayment entrance. In simplified operations addition, we have reduced the customer operation steps
from 17 to 7 to simplify the repayment process andsave operation time.
As the funding agencies close the repayment entrance at 14:30 every day, customers may
missthe repayment deadline and make extrarepaymentson the following day. In response to the problem, we proactivelycommunicatedwith variousdepartmentsand “Money-saving” cooperating funding agencies to extend the settlement closing time of
36 funding extended agencies to 20:00, helping21 thousandcustomers to complete the settlementon time, settlement time and providingcustomers with amore money-saving service.
2023Environmental, Social and Governance Report 26
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Warming Finance
More Reliable Finance
More Sustainable Finance
Appendix
In response to customer complaints, the Company has formulated the Measures for Management of Consumer Complaints according to relevant laws and regulations. The Measures refine
the hierarchical management and follow-up mechanisms for complaints, and emergency management requirements for major complaints, as well as the specifications for complaint acceptance, handling, closure and
data collection. Also, it further enriches the territorial management principle, informing process, avoidance mechanism and dispute resolution mechanism related to consumer complaint handling, to fully protect the legitimate
rightsandinterestsofconsumers. Moreover, we offer 11 complaint acceptance channels such as customer hotline, APP, Enterprise WeChat and WeChat official account, some of which are available around the clock, to promptly handle customer complaints. To
enhance the customer service experience, we have set up an independent customer complaint review team. The team should contact the complainant within 4 working
hours once the complaint is received, and close the case within 5 working days. In terms of complaint handling, Lufax Holding strictly follows relevant regulatory
requirements and timely informs the complainant of the verification result andthe handling plan within a specified time. For any objections, we willinvite the complainant to a third-party mediation agency for resolution. In addition, we initiate the
AI-based follow-up process for the closed complaint cases and assign dedicated personnel to check the whole handling process, to ensure the service quality. To quickly
respond to customer service requests and optimize service experience, in 2023, the Company comprehensively promoted the digital transformation of customer service.We upgradedthe “ATOcustomer service network” to create a high-quality,
efficient, and well-experienced digitaloperation system. First, we introduced the “Smart Customer Service” and embedded it into the APP, WeChat official account, Enterprise WeChat and
customerhotline IVR.Thisenablesusto accuratelypredict customers’ needs and detect customers’ emotional changes in real time, so as to provide customers with
“personalized answers and guidance”. The service accuracy rate has reached87%. Second, we reconstructed the service structure of remote and ground customer service personnel. By optimizing resource allocation, we assign more simple cases
to the remote team for centralized and standardized handling, while leaving difficultandcomplexcasesto the groundteam, so thatwe can provide customers with territorial and butler-like services to ensure accurate delivery. To understand customer
needs and service satisfaction, the Company conducted monthly customer satisfaction surveys through online questionnaires in 2023. We extensively collected customers’ opinions through channels such as SMS andWeChat official account, with the
monthly survey coveringapproximately 200 thousand customers.
Case Response
The customer service should contact the customers within 4 working hours once the complaint is received to complete the preliminary verification and provide
appropriate appeasement.
Fact Finding
The customer service initiates the case
investigation after recording the complaint details, and determines the responsibility attribution through business recording verification and personal interview.
Plan Development
According to the fact-finding results, the customer service
issues a handling plan, and difficult cases should be discussed with the team leader or customer service manager.
Negotiation & Communication
The customer service negotiates with the complainant and engages the third-party mediation in due course if necessary.
Informing
After the negotiation is completed, the customer service formally informs the
complainant of the case investigation result and handling plan within 5 days. If the case is complex, the time limit for informing shall not be later than 15 days.
Closure & Follow-up
Once the
complaint is generally handled, the system will automatically initiate SMS and AI calls for follow-ups, to collect customer feedback on the complaint handling.
LufaxHolding’s Complaint Handling Procedure
2023Environmental, Social and Governance Report 27
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Warming Finance
More Reliable Finance
More Sustainable Finance
Appendix
In June 2023, LuYiHua and XiaoChengGuo conducted 2 compliance training sessions for telemarketing agent team. The Company explained the newly formulated quality control
specifications and complaint handling standards in the training, and reiterated the prohibition of misleading fees and repayment methods, and confusing information, to ensure the compliance of telemarketing agent team’s product marketing
representations. To ensure the effectiveness of the training, relevant content were included in the compliance assessment of the month, and all the participating employees successfully passed.
Compliance Training for LuYiHuaand XiaoChengGuo
In 2023, the Company’s telemarketing
center conducted special training on complaints for customer service agents with lower service quality and a high number of complaints. The training covered the main complaint scenarios in telemarketing, words that easily trigger customer
complaints, word logic in response to customers’ problems, and specific case analysis. The training yielded significant results, with continuous improvement in the new customer complaints and a significant decrease inthe percentage ofnew
customer complaints.
Complaint Case Training for High-Risk Agents
2023Environmental, Social and Governance Report 28
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Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
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Appendix
Employees are alwaysthe mostvaluableresource ofLufax Holding. We are committed to building a professional and talented team. We continue to optimize the performance evaluation,
promotion mechanism and training system, and encourage employees to keep learning to achieve personal growth and self-worth. As a responsible employer, we provide comprehensive employee benefits and carry out diversified cultural and sports
activities, to helpthemstay physically and mentally healthy andenrich their lives. Moreover, we take practical actions to create a harmonious workplace and a broad career development platform for employees.
At Lufax Holding, we follow the “merit-based selection process that matches the right talent to the right roles and post openings internally first”, strictly abide by the
requirements of the Labor Law of the People’s Republic of China, the Labor Contract Law of the People’s Republic of China and other laws and regulations, and formulate standard recruitment procedures. We have formulated a formal talent
development strategy. Based on the Company’s development needs and talent structure planning, we launch both internal and external recruiting processes to actively expand the talent pool and continuously improve the talent structure. To develop
excellent talents with practical and technical skills, we diversify our recruitment channels, including the official website, headhunters, staff referrals, etc.
We
have clarified competency-based job requirements and follow standard procedures with the HR-X digital system adopted as appropriate to proceed with the recruitment and hiring process including interviews,
examinations and assessments. Moreover, our candidates willbe assessed from many aspects, such as their personalcharacter, quality, experience, potential and values. In addition, we strictly check the background of applicants, so that recruiting
involuntary workers or minors can be avoided, and we also have zero tolerance for any formofchildlabor or forcedlabor, once foundwillbe dealt with seriously inaccordance with therules.DuringtheReportingPeriod, we didnotviolate any
childorforcedlaborregulations.Wereceived external recognition for our efforts in employment, and were awarded as “China Preferred Employer of the Year 2023” by Zhaopin.
“China Preferred Employer of the Year 2023” by Zhaopin
standards in the recruitment
process, and eliminate all forms of prejudice and discrimination. We value diversity and treated all candidates equally regardless of age, ethnicity, religious beliefs, geography, family status or gender. We require all subsidiaries to comply with
all internal recruitment policies and require all recruiters to be assessed for compliance. Moreover, we strictly prohibit discriminatory job advertisements. Every month, each subsidiary should conduct a self-review of its recruitment
advertisements, and random checks will be carried out by headquarters regularly. Once a job posting is found to violate the regulations, penalties will be imposed inaccordance with the assessment and management requirements.
In addition, Lufax Holding actively undertakes corporate social responsibility. We provide job opportunities for persons with disabilities and veterans to assist them in
integrating into society and improving their life quality. We open positions via our nationwide organizationsforpeople with disabilities to helpthem findemployment. In addition, our subsidiaries cooperate with local veterans service centers and
conduct targeted recruitment each year to help veterans with theircareer development.
2023Environmental, Social and Governance Report 29
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2023 Performance Highlights
Sustainable Development Strategy
More Warming Finance
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Appendix
Lufax Holding strives to establish a sound performance and training system that provides employees with diversified learning resources and extensive growth opportunities, which can
help employees grow personally while reserving talent resources for our steady development. We also attach great importance to employee welfare and care initiatives. In addition to providing competitive salaries, we offer a variety of benefits and
activities to protect the physical and mental health of employees. In this way, we create a safe, healthy, and happy work environment for employees to maximize their potential and achieve mutual growth forboth the individual andthe Company.
Performance and Promotion
Based on the principle of “strategy-driven,
result-oriented and internal competition”, we conduct multi-dimensional performance appraisals twice a year to ensure the rationality and fairness of performance and promotion. We have formulated aclear performance appraisal plan:
• The employees of the Company submit their annual work plans in the HR-X system at the beginning of each year, including annual
qualitative and quantitative goals andcritical project plans, which are reviewed and confirmed by their direct supervisors in the system.
• New employees are
required to complete the annual work plan within two months after onboarding. After confirming the annual work plan, employees need to submit a monthly summary of the previous month at the beginning of each month, and the evaluators will assess
andscore the completion ofthe plan.
• The Company conducts comprehensive performance evaluations in the middle and at the end of the year, and evaluates the
employees’ annual performance through talks, interviews, and 360 evaluations. The evaluators then upload the evaluation results to the HR-X performance management system. The Human Resources Department
will rank employees at all levels according to the performance evaluation results, and therefore confirmthe promotion list.
Talent Cultivation
Talent cultivation and team building are at our core. We strive to establish a sound full-cycle talent cultivation system. We continue to enrich talent cultivation programs to
cover the development needs of employees at all levels. In this way, we stimulate the potential of our employees and build a systematic and efficient talent team, thereby laying a solid foundation for ourlong-term and high-quality development.
The Talent Pool Program
Talent Pool A
Combining scientific and comprehensive identification mechanism with systematic targeted training, Talent Pool A is designed for outstanding senior management.
Talent Pool B
Designed for outstanding intermediate directors at headquarters and directors at
institutions and urban visitor centers, Talent Pool B aims to identify and cultivate backbone talents for future deputy heads.
Talent Pool C
Designed for front departmental managers and back office managers, to explore, select, train and appoint potential talents.
2023Environmental, Social and Governance Report 30
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Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Warming Finance
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Appendix
LU Explorer Training for Backbone Employees In 2023, to further enhance the comprehensive capabilities of backbone managers and employees at the headquarters of Lufax Holding, we
continued tocarryoutbackbone trainingforTalentPoolB and C at the headquarters. A total of 16 offline learning sessions were conducted throughout the year. The training includes course learning and quarterly development to gather backbone strength,
promoting organizational activation from the grassroots level, and helping them fit into the team and achieve performance output.
We provide diversified training
programsfor employees at different levels to comprehensively enhance their professional skills and overall quality, continuously providing strong talent support for the Company.
Senior Management Training Program In 2023, to further enhance the innovative thinking capabilities and broaden the overall horizon of Talent Pool A, Lufax Holding planned and
carried out a series of training programs for them. We cooperated with universities and invited teachers from Tsinghua University, Fudan University and other colleges and universities to give lectures. 7 special lectures were held, focusing on the
national policies, macroeconomic situation, domestic and international political and economic situation and the frontiers of science and technology. While deepening the Company’s core business, the program also aimed to enhance the
talent’s political sensitivity and help them to explore new management mechanisms and innovative methods.
Technological Talent Training Programs
To refresh the professional expertise, technical level and innovation horizon of our technological staff, and further improve the technological atmosphere in Lufax Holding, our
Technology Center conducted a series of training programs in 2023, including inviting external experts and gurus for technical exchange and sharing; holding four internal technical meetings for technology discussion and brainstorming; and organizing
eleven technical salons covering 22 topics such as excellent innovative projects, tools and cases. The center also launched management improvement programs for group managers. Through these programs, we have gradually established a complete
professional training system for the technology line that enables technological improvement, promotes the accumulation and refinement of professional experience, and contributes to an atmosphere of technological innovation.
We also actively plan and organize the basic human resources management course campaign, with over 2,500 courses developed collectively. In the Ping An Group’s basic human
resourcesmanagementpromotion program, we won the Best Organization Award, the Best Contribution Award, and the Most Popular Award. Among them, two courses were selected as excellent performance-related courses. Furthermore, we held an award ceremony
for the campaign, and awarded 7 institutions, 18 individuals, and 8 premium courses, inspiring employees to actively participate and deepen the learning and practice of the basic human resources management policy.
We fully use the online learning platform, Zhiniao, where diversified trainingcourses are available for all employees to strengthen theirprofessional skills.
This year
A total of 6,136micro-courses and 7,535 training sessions were launched on the
Zhiniao platform Involving 1.97 million learners and 195,500learning hours.
Training Budget (Employee Education Funds), which clearly stipulates the scope and
reimbursement process for employees to obtain relevant credentials. We actively encourage all employees to obtain certificates related to the professional skills requiredfor their positions andreimburse the examination expensesfor eligibleemployees.
The measurescover a wide range of certificate types, including 23 domestic and international well-known certifications in four categories of finance, law, technology, and human resources, such as CFA, FRM, CPA and PMP, which can fully satisfy the
diversified learning demands and careerdevelopment goals ofemployees.
2023Environmental, Social and Governance Report 31
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Warming Finance
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More Sustainable Finance
Appendix
Remuneration and Benefits
Lufax Holding has formulated the Remuneration Management System to
continuously optimize the comprehensive remuneration system. At Lufax Holding, we provide our employees with competitive remuneration and have set up a variable remuneration structure consisting of fixed salaries, performance bonuses and long-term
incentivesfor allemployees(includingnon-officer andnon-sales staff). Salaries are adjusted annually as appropriate based on employee performance and the fulfillment of individual performance targets.
To maximize employee engagement and enthusiasm, we keep optimizing and innovating incentive schemes and diversifying relevant mechanisms based on the existing programs. We have
designed an employee stock ownership plan for executives and core employees, including two incentive measures - stock options and a performance-for-stock plan. The plan
combines the objectives of core employees with the Company’s long-term goals and interests, thereby encouraging employees to focus on and support the Company’s long-term development through hard work. More than 1,100 employees, including
28% of our executives, have been granted stock equitiesunder this plan, and 68% of stock equities were granted to executives and nearly 70% of stock equities were performance-based grants. In addition, to achieve robust operations and risk control,
we have also set up a bonus deferral mechanism for senior management and risk-related roles. For senior executives, if compliance issues, serious dereliction of duty or significant risk issues are found, the Company will defer their incentive bonus
under the one-vote veto system. In terms of employee benefits, we provide comprehensive welfare packages for our employees. Apart from basic statutory benefits such as five social insurances and the housing
provident fund, we grant avariety ofother benefits to all employees, such as cash in holidays, return-to-work red packets after spring festival, birthday allowances, and
annuities. We also provide additional annual leaves for employees who have been with the Company for five to ten years, in recognition oftheir hardwork.
Employee
Care
Lufax Holdingcaresfor employees’ health and wellbeing. In addition to the five socialinsurances and the housingprovident fund, we provide them with
additional health protection by purchasing package insurance such as medical, critical illness, accident, and life insurance. Meanwhile, we organize regular annual health checkups, and establish health archives, to help employees effectively track
and manage theirhealth.
Medical insurance Maternity Pension insurance insurance Additional Marriage leave Prenatal check-commercial Insurance Employee up leave
Work injury insurance guarantee care Maternity leave insurance Paternity leave Unemployment insurance entertainment Leisure and Tea room Birthday gifts Employee club Seasonal festival Holiday gifts gift package Festival activities
Special activities Company celebrations Housing provident Employee fund housing Meal subsidy Social gathering Traffic subsidy Welfare annual Annual health Paid sick leave Exclusive
leave checkups benefits Return-to-work Health archive Health red packets Holiday Professional and safety after spring afternoon tea health festival consultation Holiday
benefits
Extensive Employee Benefits
2023Environmental, Social and Governance Report 32
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Warming Finance
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More Sustainable Finance
Appendix
To“bringtangiblebenefitstoemployees”, our trade union organized the 2023 annual health check-up for all employees for “early
detection, early diagnosis and early treatment” ofdiseases, building a“protective wall” for the health of the employees, and helping them to track their health and enhance their self-care awareness. In this way, the sense of
acquisition and happiness of the employees was enhanced. In addition, the Company provides an annual basic first aid course to enable employees to master basic first aid knowledge and improve their ability to save themselves and others. Thus, they
would be able to take correct rescue measures in emergency situations to effectively protect the safety of their own and the workplace.
First Aid Course
We strive to build a happy and harmonious workplace, and inject vitality into our employees by organizing diversified employee activities. Our trade union actively
builds sportsclubs, andinvitesemployees good atcertain fields to participate in the club and various trade union sports competitions. In 2023, our clubs won the first, second andthirdplace prizesin aquatic sports, soccerand badminton competitions
respectively. We also organized online attendance and points-based interactions, and conducted clubactivities with small costand bigeffect.
Won championship in Won
second place in Won third place in water sports competition soccer competition badminton competition
Basketball and badminton competition -Lead participation by
the subsidiaries’managementteam
Running Club won the champion Represented the Group to participate in and runner-up of
Route 9B of the the Municipal Financial Trade Union 2023 “China Coordinate” Agricultural Bank Cup Swimming Shanghai Orienteering Challenge Competition and won six medals (Lingang Region).
Representing the Group to participate in the Municipal Financial Trade Union Minsheng Cup Football Match
In addition, the trade union at our headquarters launched the fourth-quarter “Unity Brings Excellence” team building activity to boost employee morale and enhance team
cohesion. The union has also created the “Live Smartin Lufax” activity IP.Itlaunchestrade union themed activities and training on a monthly basis in conjunction with hotspots, including handicrafts, tasting, thinking, management, and red
activities, to enrich employees’ spare time and enhance their sense of belonging and participation. The trade unions of our subsidiaries focus on activity IPswith“LessSpending,GreaterAchievement”. Combined with the consumption of
agricultural products, the trade unions distribute benefits for epidemic prevention andhealth care, pregnancy andmaternity care, and small benefits on pay day. In addition, various innovative activitieshave been launched, such asone fruit per week,
benefit and salary package and warm energy, with acumulative total ofmore than 600 activities.
Club and Group Building activities
“Unity Brings Excellence” Team Building Activity
2023Environmental, Social and Governance Report 33
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Warming Finance
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Appendix
“Live Smart in Lufax” “Less Spending, Greater Achievement”
We strive to
provide our employees with a healthy, safe and comfortable workplace. The company attaches importance to the improvement of the work environment and hygiene management. We buy a variety of seasonal beverages for our employees according to seasonal
changes, and place different green plants in the office and regularly replace those with poor growth. Besides, we carry out special work with property owners to eliminate pest problems during the mosquito season, reducing the incidence of pests in
the Company and creating a comfortable, healthy and green workplace. In 2023, we renovatedthe air-conditionersin some ofthe meetingrooms at our headquarters, to ensure a suitable temperature in the workplace and provide a comfortable environment for
ouremployees.
We focus on the investigation of potential safety hazards in the workplace, and have revised the Workplace Safety and Security Policy and the Duty
Management Policy to standardize the workplace safety management process. The Company regularly conducts production safety campaigns and workplace fire drills and training to raise the safety awareness of all employees. In 2023, our headquarters
office carriedout five production safety campaigns, and conducted workplace safety inspections and fire safety inspections on holidays. Through the special action of self-inspection and self-correction of fire safety hazards across the system, we
rectified 2 accident problems and 197 fire safety hazards identified, and replaced the 80 fire extinguishers that were on expiry,so asto ensure firesafety.
Fire
Safety Lecture
In November 2023, to improve our fire protection system, the Company organized a fire drills and fire safety lecture to make clear what remedial
measures should be in place for possible fire hazards, with the active participation of representatives from all departments of the Company. In the lecture, the district fire bureau shared the real fire accidents in the workplace, as well as
prevention and early fire extinguishing measures, which helped employees become more aware of fire safety and better at handling fireemergencies. Fire Safety Lecture
More Reliable Finance
Adhering to the philosophy
of “responsible governance based on integrity”, Lufax Holding strives for long-term and sustainable development. To this end, we incorporate ESG concepts into corporate management, strengthen risk management, and elevate the level of
corporate governance. “Staying customer-centric”, Lufax Holding is dedicated to building a whole-process consumer rights and interests protection system, thereby preventing consumers’ private data from leakage with sound information
security mechanisms and protecting their rights and interests, such as the right to information and freedom to choose.
Performance Highlights
The “Bugle Call” campaign ofcombatingcorruption andupholding integrity was carried out, including 29 kick-off meetings, 120 policy
publicity sessions, 28 notifications of typical cases, and 20 learning courses onthe Zhiniao platform As of 31 December 2023, a total of 157 tweets were posted on the official Weibo and the Lu Hui Rong APP to promote consumer protection
publicity and education, and 375 offline consumer publicity andeducation activities were conducted The information security management systems involved in our businesses are accredited by ISO 27001: 2013 information security management system
certification, with 100%coverage
2023Environmental, Social and Governance Report 35
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Warming Finance
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More Sustainable Finance
Appendix
Effective corporate governance structure andwell-functioningrisk managementmechanismare criticalto ensuring the fairness and reasonableness of the Company’s decision-making as
well as the sustainability of its business. Also, the sound corporate governance serves as the basis for promoting and implementing sustainable development strategies and addressing material ESGissues.
Lufax Holding conducts business in strict accordance with the Company Law of the People’s Republic of China, Listing Rules and the Corporate Governance Code of Hong Kong Stock
Exchange, the Sarbanes-Oxley Act of 2002 of the U.S. Securities andExchange Commission andrelevant regulations of the New York Stock Exchange. Besides, the Company has established a governance framework with well-defined authorities and
responsibilities, contributing to regulated, robust and efficientcorporate governance practices.
The Company understands that a diversified Board structure
facilitates better decision making and drives business innovation and growth. This year, we formulated and implemented the Board Diversity Policy to clarify the basic principle of diversity in Board membership. In doing so, we are able to appoint a
diverse board and achieve an appropriate balance in terms of gender, age, skills, cultural and educational background, professional qualifications and industry experience. This approach ensures the building of a more effective and well-regulated
Board of Directors. Meanwhile, in assessing and selecting potential candidates for Board members, the Nomination and Remuneration Committee under the Board gives due consideration to the requirements of the Board Diversity Policy. The Committee
reviews the implementation of the policy on an annual basis. As of the end of the Reporting Period, Lufax’s Board of Directors had 9 directors, including 2 executive directors, 3 non-executive directors
(including 1 female director) and 4 independent non-executive directors.
Mr. Yong Suk CHO Chairman of the Board
(Executive Director) and Chief Executive Office Mr. Gregory Dean Execute Director and Co-Chief GIBB Executive Officer Mr. YonglinXIE Non-Executive Director
Ms. Xin FU Non-Executive Director Mr. Yuqiang HUANG Non-Executive Director
Mr. Rusheng YANG Independent Director Non-Executive Mr. WeidongLI Independent Director Non-Executive Mr. XudongZHANG Independent Director Non-Executive Mr. David Xianglin LI Director Independent Non-Executive
Four committees are set up under the Board of Lufax Holding, namely Audit Committee, Nomination and Remuneration Committee, Consumer Protection and ESG Committee,
and Risk Control and Compliance Committee. They are responsible for supervision, decision-making suggestions and consultations within specific scopes. All the committeesoperate in accordance with internal rules, such as the Charter of the Nomination
and Remuneration Committee, Charter of the Audit Committee and Code of Business Conduct and Ethics. Moreover, they abide by the Company’s policies and major strategic directions to effectively fulfill their roles in supervision and management,
ensuring the robustoperation ofthe Company.
LufaxHolding’s Board of Directors
Chairman: Audit Committee Rusheng YANG
Committees: Xudong ZHANG, David XianglinLI
Chairman: Nomination WeidongLI and Remuneration Committee Committees: Xudong ZHANG, Rusheng YANG
Risk Chairman: Control David and Compliance XianglinLI Committee Committees: Yonglin XIE, Yong Suk CHO, Xudong ZHANG
Consumer Chairman: Protection WeidongLI and ESG Committee Committees: Yonglin XIE, Yong Suk CHO, David Xianglin LI
In addition, the Company actively provides training to all Board members in a variety of areas, including compliance management, risk control, anti-corruption, anti-money
laundering, information security, climate disclosure and sustainable finance.
2023Environmental, Social and Governance Report 36
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Warming Finance
More Efficient Finance
More Sustainable Finance
Appendix
At Lufax Holding, we prioritize corporate risk control and improve our risk management systems and procedures. Guided by the overall strategic development goals, we make risk
management an integral part of our business operation to better manage risks with monitoring tools, implement risk quantification and evaluate risk performance. In this way, we can safeguard the Company’s high-quality and sound development.
We have formulated and implemented various risk management policies, including the Comprehensive Risk Management Regulations, Credit Risk Management Measures,
Compliance Assessment Management Measures, Management Policies of Operational Risk and Internal Control, Liquidity Risk Management Measures, Management Rules of Information Security, Contingency Plan for Major Emergencies. These policies clarify the
principles, requirements and processes for risk management, so that we can manage risks effectively according to relevant policies. This year, we revised and implemented such risk policies as Reputation Risk Management Measures, Management
Regulations for Related Party Transactions and Capital Management Measures. Such policy updates allow us to optimize relevant mechanisms and management requirements of risk prevention and control and to safeguard the sound and sustainable
development of the Company.
Drawing on years of experience in risk management3, our Board members provide actionable advice on risk management decision from a
forward-looking perspective. We have established a Risk Control and Compliance Committee under the Board, and a Risk Control and Compliance Executive Committee under the former Committee. The Executive Committee consists of 3 teams with different
business priorities (Retail, Wealth Management, Equity Funds). Each team is responsible for specific risk management and control. At the same time, the Secretariat is responsible for promoting the implementation of risk management policies and
requirements by all departments, thereby achieving all-round risk managementin the Company thatcovers allthe risks,lines, businesses, processes and employees.
The highest decision- Understand the major risks making body in terms of Board-level facing the Company and the Board of risk management and is Risk Control management of such
risks in Directors responsible for the and an all-round manner, and is effectiveness of all-round Compliance responsible for supervising the risk management Committee
operational effectiveness of risk management system
Management-level Risk Manage corporate risks with three teams that focus on different businesses Control and
Compliance (Retail, Wealth Management, Equity Funds)
Executive Committee
Secretariat Promote the implementation of risk management policies and requirements by all departments
Employees from all functional departments in close collaboration to All employees promote the establishment of a systematic, standard and efficient risk management mechanism
Risk Management Framework at LufaxHolding
3. As of the end of December 2023,
among the Board members of Lufax Holding, David Xianglin LI, an independent non-executive director, had extensive experience and professional knowledge in risk management, and had served as a senior manager
responsible for risk management at many companies. Prior to his current position, he served as the Vice President of Risk Management Investment at Prudential Financial from March 2016 to June 2017, and as the Managing DirectorandHead
ofRiskManagementGroup at ChinaInternational Capital Corporation Limitedfrom June 2008toFebruary 2012.
2023Environmental, Social and Governance Report 37
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Warming Finance
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More Sustainable Finance
Appendix
Inorderto effectively manage allrisksin the course ofoperation, theCompany hasestablishedrisk management-centricthreelines ofdefense to preventand mitigaterisksforastableoperation
and development.
First line of defense
Composed of business departments and
is responsible for identifying, assessing, responding to, monitoring and reporting risksin the frontendofbusiness.
Second line of defense
Composed of the Board-level Risk Control and Compliance Committee, the management-level Risk Control and Compliance Executive Committee as wellasrisk management functional
departments, and is responsible for the development ofvarious risksystems, standards and limits.
Third line of defense
Composed of the Board-level Audit Committee and the Internal Audit Department and is responsible for supervising the existing risk management process, risk controlprocedures
andactivities within the Company.
“Three-Lines of Defense” for Risk Management at LufaxHolding
This year, we further improved our all-round risk management system. We divided risks into 12 categories, identified 23 main risks under
these categories, and assigned them to relevant departments for special management. Meanwhile, in the course of risk identification, we assessed ESG-related risks and incorporated them into our all-round risk management system. For instance, the risks related to consumer information security and privacy protection were included into the information security risk, those related to procurement and employees
were included into the operational risk, those related to anti-corruption and anti-money laundering were included into the compliance risk and risk of money laundering, and those related to IT disaster recoverycaused by extreme climate conditions
were includedinto operational risks.
All-round risk management
Strategic risk
Credit risk
Compliant operation risk
Information technology risk
Brand reputation risk
Liquidity risk Asset quality risk Market risk Risk of nontransparency in
organizational Capital risk structure Concentration risk Non-insurance sector risk
Responsible departments
Risk of planning Risk of implementation
Planning department
Consumer credit risk Industry credit risk
Risk management department
Operational risk Risk complaint of money Risk risk of related laundering party transactions
Legal compliance department
Information security Information risk compliance
Risk of sci-tech risk operation Risk of sci-tech R&D
Technology center
Risk of public opinion Risk of occurrence public opinion settlement
Brand
publicity department
Liquidity risk level Risk of investment Risk of liquidity concentration reserve Risk of debt loss Risk of capital Equity structure risk Risk
sufficiency of capital allocation Risk of interest rate Capital department
All-round Risk Management System of LufaxHolding
2023Environmental, Social and Governance Report 38
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Warming Finance
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More Sustainable Finance
Appendix
To further improve the business risk management, we have made the following planning:
•
Sales quality control: We inspect the implementation of the pre-loan “4+4“4 standard by sales personnel, record sales activities in system, and carry out real-time verification through data and
information technology.
• Optimization of the risk control model: We strengthen the risk identification and assessment management of high-risk customers, and
enrich customer labels by including transaction-related data that reflect the borrower’s cash flow status, such as account statement, to optimize the riskcontrolmodel.
• Development of the anti-fraud system: We build an anti-fraud system for the full-process management of new accounts and existing accounts, and achieve the interception
offundrelease for new accountsandearly warning for existing accounts by detecting 18 types of clues.
• Differentiated regional management of house mortgages:
Based on the real estate market trend and property value assessment in different regions, we develop differentiated risk access and control strategies that adapt to the regional economic development. We provide different levels of risk decision
authority to institutions according to the actual situation, aiming to rationally control credit risksand fully explore business opportunities.
In addition, we
devote a great deal of effort to raising the risk management awareness among employees. To this end, we carry out risk management training for all employees, both online andoffline.
4. The “4+4“standardstipulates pre-loanrequirements from twoaspects:first, strengthening sales quality control through sales verification, system recording, reward and
punishment, and information sharing; second, improving sales activity control through sales verification, customer development from acquaintances, contact resumption and orphaned policy management.
Compulsory courses for all employees
We provide compulsory courses on risk management for all
employees on the Zhiniao platform, followed by assessments. These courses cover legal, regulatory and supervisory requirements for all-round risk management, responsibilities of relevant functional
departments, the risk appetite system and other contents.
We regularly organize offline exchanges and seminars on risk control for employees from the Risk
ManagementDepartment, coveringrisk control policies, all-round risk management system, etc.
Publicity activities on risk
control
We send the risk control promotion materials to all employees via email on a weekly basis. The promotion materials include updates on risk control
policies, early warnings on industry risks and bonddefault risks.
The Offline Seminar for General Managers of Institutional Risk Control This year, to advance
exchanges between the headquarters and branch offices, and to facilitate institutional risk control, we launched an offline seminar in Shanghai for general managers of institutional risk control. We invited the Third Party Cooperation Management
Department, Secured Loan Management Department, Unsecured Loan Management Department, Legal Compliance Department, Credit Insurance Department, Customer Experience Department and other departments of the headquarters to provide systematic
explanations about key risk control policies of the year to general managers of institutional risk control. In doing so, we aimed to enhance these managers’ understanding on relevant policies and facilitate their institutional risk control.
The Offline Seminar for General Managers of Institutional Risk Control
2023Environmental, Social and Governance Report 39
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Warming Finance
More Efficient Finance
More Sustainable Finance
Appendix
Compliance Management
Lufax Holding always adheres to the principle of compliant operation. We
strictly abide by the requirements of relevant laws and regulations in the countries and regions where we operate, such as compliant operation, information protection, occupational health, and environmental protection. During the Reporting Period,
we optimized the three-level compliance system and released the Guide for Internal Audit on Related Party Transactions. We also revised the Management Measures of Related Party Transactions to clarify the management standards and supervisory
mechanisms ofrelated party transactions.
Compliance Management Measures
Primary Policies
The Management Measures of Related Party Transactions; the
Anti-Money Laundering Management Measures; the Management Measures of Personal Secondary Information Protection; the Policies Operational Risk Management Measures; and the Intellectual Property Management Measures
The Related Parties Management Guide; the Guide for Internal Audit on Related Party Transactions; the Fair Pricing Tertiary Management Guide; the Subsidiary Policies Management
Guide; and the Firewall Management Guide
Compliance System of LufaxHolding
We
have established a compliance management structure with well-defined responsibilities. According to the structure, an Internal ControlTeam, aLegal Team, aCompliance Office and aPolicy Research Office have been establishedunder the Legal Compliance
Department. Each team is responsible for different priorities on compliance management, jointly ensuring the sound and compliant operation.
Responsible for
tracking and reporting major and daily operational risk events and key risk indicators, organizing and promoting internal control self-assessment of departments and institutions of the Company, and carrying out special reviews for weak control
links.
Responsible for compliance review, data compliance governance, anti-money laundering and due diligence.
Responsible for litigation Internal Legal management, litigation guidance, Control Team internal legal consulting, and Team legal review.
Responsible for interpreting the latest policies related to business Policy operation and carrying out Compliance Research policy-related research based on Office Office the latest
corporate strategy, and related party transactions management.
Compliance Management Structure of LufaxHolding
In addition, we always pay attention to the updates of laws andregulations. During the ReportingPeriod, the Policy Research Office under the Legal Compliance Department interpreted
23 major policies related to core businesses. The office also analyzed the gap between new policies and the Company’s current situation, implementedrectification plans, and organized the outcome acceptance. In 2023, we interpreted the following
ESG-related policies:
• 3policiesoncorporate governance: theMeasuresfor the Administration ofConsumerFinance
Companies(Exposure Draft), the Provisions on Administrative Licenses for Non-Bank Financial Institutions and Measures for the Risk Classification of Financial Assets ofCommercial Banks.
• 2 policies on safeguarding consumer rights and interests: Internet Finance - Online Consumer Lending Digital Debt Collection RiskControl Guidelines (Exposure Draft) and the
Notice on Combating Unlawful Loan Brokering.
• 5 policies on supporting small and micro businesses: the 2023 Circular on Improving the Quality of Financial
Services for Small and Micro Businesses, the Circular of the National Financial Regulatory Administration on Financial Support for Consumption Recovery and Expansion, the Opinions of the State Council on Promoting the High-Quality Development of
Inclusive Finance, the Summary of the Central Financial Work Conference and the Report of the State Council on Financial Work.
2023Environmental, Social and Governance Report 40
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Warming Finance
More Efficient Finance
More Sustainable Finance
Appendix
To enhance employees’ compliance awareness, we carry out a variety of compliance training and publicity through online training platform, offline exchanges and targeted emails
at regular intervals. During the Reporting Period, Lufax carried out the “Compliance Culture Month” campaign with the theme “Advancing Compliance with Collective Efforts” to further enhance employees’ compliance awareness.
Thecampaign covered:
• Compliance publicity: Promotedcompliance via8 emailsandlaunched4 online courseson the Zhiniao platform.
• Livestreaming training: Engaged well-known law firms and external experts to provide professional training on legal knowledge. The training was conducted in 3 sessions,
covering consumer rights protection, employee code of conduct, personal information protection, business compliance, with more than 40,000 participants.
Livestreaming Training on Compliance
Compliance Publicity
2023Environmental, Social and Governance Report 41
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Warming Finance
More Efficient Finance
More Sustainable Finance
Appendix
Related Party Transactions Management
Lufax places high emphasis on related party transactions
management and fully acts on the laws and regulations. We have established an ex-ante, in-event and ex-post management mechanism
for related party transactions for comprehensive and effective management and monitoring. During the Reporting Period, we held 5 meetings of the Related Party Transactions Committee and deliberated 10proposals.
Establish mechanisms for managing related party transaction budgets Ex-ante and approving special quota;
Review/Deliberate each relatedparty transaction based on the approval for general and major related party In-event transactions;
Summarize quarterly statistics of the actual related party transactions.
Ex-post
Approving New Hong Shareholders’ related party Meeting matters transactions Reviewing York
Kong Board related party transactions, Stock
Stock of Shareholders’ opinions
expressing Audit Board -level Independent Board of
Reviewing Committee Directors’ Provide Exchange Committee shareholders’
Directors related party Exchange
Meeting transactions opinions on Level budget Listing related
party and Listing transactions RulesRules Audit Board -level matters Committee
Related Party Transactions Company Committee Management Related Party Transactions
Management Office
Level Legal Department Compliance Department Finance Board Office Department Capital Department Planning
Related Party Transaction Management Structure of LufaxHolding
2023Environmental, Social and Governance Report 42
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Warming Finance
More Efficient Finance
More Sustainable Finance
Appendix
Business Ethics
Lufax always upholds the core value of integrity and fairness in business
operations. Audit Committee of the Board of Directors supervises the business ethics management. We strictly comply with the Anti-Corruption Law of the People’s Republic of China, the U.S. Foreign Corrupt Practices Act and other applicable laws
and regulations in the places where we operate. We have developed and implemented the Code of Business Conduct of Lufax Holding Ltd. and the Employee Code of BusinessConductofLufaxHoldingLtd.Such effortsreflect our firmopposition to behaviors
violating businessethics, such as corruption, bribery and money laundering. Meanwhile, the Audit and Supervision Department audits the Code of Business Conduct of Lufax Holding Ltd. and the Employee Code of Business Conduct of Lufax Holding Ltd. at
least every three years. The department regularly reports to the Board-level Audit Committee on the issues identified by the audits, which cover all operations of Lufax Holding.
Code of Business Conduct
Lufax pays attention to the impact of business ethics on the Company,
shareholders, customers, employees, partners and other stakeholders. In strict compliance with laws and regulations of various industries and regions, we contribute to creating a stable, safe, just and equitable financial market environment.
The Company specifies the “5 norms“5 and “12 prohibitions“6, emphasizing the “bottom line of compliance” and the “red line of
conduct”. By regulating employees’ business conduct, we prevent the occurrence of unlawful, illegal and undisciplined behaviors.
Anti-Corruption and
Anti-Bribery
The Company cracks down on all types of commercial bribery and corruption, including commercial bribery for any purpose such as seeking a competitive
advantage or obtaining business opportunities. During the Reporting Period, we improved the anti-corruption policy system that consists of three lines of defense and issued the Management Measures for Developing a Clean and Honest Financial Culture.
These efforts aim to integrate a clean financial culture into all aspects of business development. We also revised the Prohibition, Instruction and Warning Punishment System by introducing additional violations and corresponding punishments.
The Basic Management Measures for Business First line of Personnel and the Basic defense Management Measures for Channel Frontline Personnel
The Expenses Management Second line Measures and the Employee of defense Handbook
The
Prohibition, Instruction and Warning Punishment System, the Code of Conduct Third line on Anti-Bribery and Anti-of defense Corruption and the Regulations for Internal Audit on Anti-Money Laundering.
The “Bugle Call” Campaign of Combating Corruption and Upholding Integrity During the Reporting Period, we carried out the “Bugle Call” campaign
throughout the Company:
• We established a working group and an executive team at headquarters and a total of 29 working groups in subsidiary centers and
institutions;
• We launched 29 kick-off meetings, 120 policy publicity sessions, 28 notifications of typical cases,
and 20 learning courses on the Zhiniao platform;
• We carried out on-site inspections in five major areas, including
building an atmosphere of honesty, case investigation, problem rectification, work style improvement and cultural practices;
• We implemented joint
supervisory inspections among multiple departments taking into account different business sectors, such as employment management, file management, compliance inspection, rectification of problems, model pushing, data investigation and management of
public complaints and proposals.
• We updated and revised a total of 120 policies.
5. The “5 norms” specify the code of conduct for safeguarding the Company’s rights and interests, including consumer rights and interests protection, compliance with
lawsandregulations, commercialsecretkeeping,honestyand integrity, andperformance of duties.
6. The “12 prohibitions” include major offenses such as
criminal offenses, insider trading, sales violations, bribery, abuse of power for personal gains, malpractice, benefit transfer, secret leakage, infringement of reputation, system sabotage, and sexual harassment. In addition, the prohibitions cover
internal disciplinary offenses suchas violations againstthe rules onremunerationmanagementorallocation, fraudulentattendance, andthe provisionof andassistance inthe provisionof materials forfraudulent attendance.
2023Environmental, Social and Governance Report 43
Introduction to Lufax Holding
Message from Chairman
2023 Performance Highlights
Sustainable Development Strategy
More Warming Finance
More Efficient Finance
More Sustainable Finance
Appendix
Anti-money Laundering, Counter-terrorism Financ-ing and Sanctions Compliance
We have formulated andimplemented the policies on anti-money laundering andcustomer information identification, such as the Administrative Measures for Self-Assessment of Money
Laundering and Terrorist Financing Risks, the Administrative Measures for the Assessment and Categorization of Customers’ Money Laundering Risks, the Administrative Guidelines for Customer Identification and Retention of Customer Identity
Information and Transaction Records, the ManagementGuide forMonitoringAnti-MoneyLaunderingListand Compliant Sanction, the Anti-Money Laundering and Anti-Terrorist Financing Management Policy and the Management Guide for Suspicious Transaction
Reporting. Meanwhile, an Anti-Money LaunderingTeamhasbeen set up to lead andcoordinate relevant work. We use the Ping An Shield system to carry out anti-money laundering work, such ascompliance list screening, customer due diligence, customer money
laundering risk rating, and alert investigation. In addition, we also impose controls such as due diligence and account freezing for blacklisted customers and prohibit relationships with customers identified on terrorism-related and other high-risk
lists.
Anti-Monopoly and Fair Trading
AtLufax Holding, we comply with
anti-monopoly laws andregulationsin businessoperation and conduct impartial evaluations to review the legality and compliance of business transactions such as mergers and acquisitions. We establish an effective mechanism for monitoring and
implementing anti-monopoly activities to supervise various departments in improving their internal control measures and risk control mechanisms. Moreover, we ensure that donations and support do not undermine the fairness of business competition by
strictly managing charitable donations and sponsorship. We pledge not to establish a monopolistic alliance or interest group with large-scale market competitors, nor to set predatory pricingas astrategy due to ourlarge market share.
Fair Procurement
The Company strictly observes the Ping An Group’sPolicy Statement on
Sustainable Supply Chains, Detailed Measures for Management of Procurement Business Suppliers and other regulations. We adhere to the principle of openness, fairness, justice and efficiency throughout bidding, bid opening and evaluation, and
complaint handling, and accept supervision from suppliers and customers.
Employee Rights and Interests Protection
We respect our employees and prioritize the protection of their legitimate rights and interests. We eliminate inequalities due to gender, geography, age and other attributes in
employee recruitment, remuneration and benefits, training and development, and promotion. Besides, we prohibit the use ofchildlabor andforcedlabor.
Public
Complaints and Proposals Management
We hold the attitude of zero tolerance on business ethics violations. We have established smooth reportingchannels, encouraging
all employees, suppliersand other stakeholders to report any potential or existing business ethics violations through official website, mail, letter, hotline and others. Meanwhile, we have formulated the Public Complaints and Proposals Management
Regulations. It is clearly specified that the personal information of whistle-blower, reporting and denunciation materials, as well as other relevantinformation shall not be disclosed, to protect the whistle-blowers. In practice, the audit personnel
desensitize original materials and create a reporting file. Any reporting file must be strictly audited before sending out, and must be followed up and supervised by dedicated personnel afterward. During the Reporting Period, the Company was not
involved in any litigation related to business ethics.
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Business Ethics Training
Lufax Holding places high value on and advocates for the culture of
honesty andintegrity and provides training and conducts publicity on business ethics among all employees. We deliver trainingon businessethicsthrough diversified channels, such as email, the Zhiniao platform, and study sessions. During the Reporting
Period, we issued 28 sessions of corruption case alerts and 4 rounds of accountability system materials, and organized all employees to learn courses on finance integrity to strengthen theirawareness ofintegrity.
100% of employees had completed the anti-corruption training Covering all employees (including part-time) and contractors.
Anti-Corruption Posters, Roll-up Banners and Flags
Anti-Corruption Weekly Bulletins
Intellectual Property Rights Protection
Lufax Holding prioritizes the protection and management of online and offline intellectual property rights at home and abroad. We strictly comply with the Patent
Law of the People’s Republic of China, the Trademark Law of the People’s Republic of China and other relevant laws, regulations and normative documents applicable in where we operate. We have established internal regulations such
astheManagementMeasuresforIntellectualPropertyRights, the Management Measures for the Protection of Trademark Rights, the Management Measures for the Protection of Copyright and the Management Measures for Patent Protection. These regulations have
clarified the framework and duties of intellectual property protection, expense management of intellectual property, management of intellectual property projects, etc. By the end of the Reporting Period, the Company had obtained a total of 661
authorized patents and 286 copyrights, including 273 software copyrights and 13 work copyrights, and a total of 1,068registeredtrademarks.
Protecting Our
Intellectual Property Rights
With a focus on protecting innovative achievements, we practice the requirements of intellectual property laws and regulations. We
have established comprehensive management measures and mechanisms for patent and copyright application, trademark registration, litigation and rights protection, aiming to effectively safeguard our legitimate rights and interests.
Respecting Others’ Intellectual Property Rights
We respect the intellectual property
achievements of others, and strictly prohibit employees from infringing upon intellectual property rights. Moreover, we have established an advocacy mechanism for intellectual property rights, through which we are able to carry out various forms of
training and promotions on intellectual property rights ona regularorirregularbasis.
Besides, we hold regular promotion events on intellectual property rights for
employees to enhance their awareness ofcompliance with and protection ofsuch rights.
Promotion for Intellectual Property Rights
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Financialconsumersare animportantdrivingforce forthe sustainedandsounddevelopmentofthe financialindustry. As strengthening the protection of their rights and interests can prevent
and resolve financial risks efficiently, it is of greatsignificancein enhancingtheconfidenceoffinancialconsumersandmaintainingfinancial security andstability. Adhering to the mission of“Finance for people”, Lufax Holdingimproves the
mechanismfor protecting the rights and interests of financial consumers, optimizes the internal training system in this regard, and safeguards their property and the legitimate rights andinterests, such as the right to know and the right to fair
trade. At the same time, we join forces with local institutions to publicize financial knowledge among consumers, to improve their financial risk awareness and safeguard their assets.
Upholdingthe operational principle of “protectingconsumer rights and interests and beingconsumer-centric”, Lufax regards “protecting the legitimate rights and
interests of consumers” as one of the core drivers for its strategic development. The Company continues to improve the overarching mechanism of consumer rights protection, establish a comprehensive internal training mechanism, and create a
whole-process system for consumer rights and interests protection, to effectively safeguard the legitimate rights and interests ofconsumers.
Well-Established Top-Level Design
We strictly observe theLaw ofthePeople’sRepublicofChinaon theProtection ofConsumerRightsandInterests, and
other relevant laws, regulations, and national or industry standards where we operate. We also keep improving 4 policies on consumer protection, including the Policy on Review of Consumer Rights and Interests Protection, the Policy on Information
Disclosure of Consumer Rights and Interests Protection, the Methods for the Management of Consumer Rights Protection and the Policy on Assessment of Consumer Rights and Interests Protection. We are committed to ensuring that the entire end-to-end process is governed by established rules and systems, standardizing operational mechanisms and business practices to comprehensively safeguard consumer rights.
Lufax has established a Consumer Protection and ESG Committee at the board level, and a Consumer Rights and Interests Protection Affairs Committee has been set up to be responsible for planning, arranging and assigning the tasks on protecting
consumer rights andinterests, monitoring andreviewing products, and reporting to the Boardof Directorsandthe ConsumerProtection Executive Committeeregularly.TheConsumerRightsandInterestsProtection Affairs Committee has set up 6 Consumer Protection
Working Groups to promote the review, information disclosure and problem rectification in terms of consumer protection. Local institutions have set up Consumer Protection Facilitation Groups to facilitate the construction of the consumer protection
structure, ensuring practical protection ofconsumer rights and interests.
Consumer Protection and ESG Committee at the Board level
Responsible for incorporating consumer rights and interests protection into business development strategy, corporate culture building, and corporate governance evaluation, and
urging the implementation of strategies, policies and objectives inthis regard.
Consumer Protection Executive Committee
Responsible for guiding and urging the establishment and improvement of the management system for safeguarding consumer rights and interests, and overseeing and regularly reporting
to the Board of Directors on the comprehensiveness, timeliness and effectiveness of the senior management and relevant department in this regard, according to regulatory requirements and the implementation of relevant strategies, policies,
objectives and tasks.
Consumer Rights and Interests Protection Affairs Committee
Responsible for planning, arranging and deploying the implementation of protecting consumer rights and interests, overseeing and reviewing products, and reporting to the Board of
Directors and the Consumer Protection Executive Committee regularly.
Consumer Protection Working Group
Responsible for promoting the review, information disclosure, problem rectification interms ofconsumer protection
Consumer Protection Facilitation Group
Responsible for implementing the work related to
consumer rights and interests protection
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We have established a comprehensive ex-ante, in-event and
ex-post review mechanism for consumer protection, which employs digital tools to enhance scrutiny, proactively identify and prevent key issues, in a bid to prevent any potential infringements on consumer
rights and interests. Concurrently, we continuously refine our internal review processes and define the scope ofreview moreclearly.We also integrate consumerprotection reviewsinto standard business operations, and assess consumer protection more
rigorously.
Consumer Protection Review Mechanism
Ex-ante
• Strengthen the ex-ante review of marketing materials and message
templates, through data-based real-time monitoring, review records, intelligent review for marketing materials andonline inquiry ofreview focuses.
In-event
• Enhance the monitoring on the protection of consumer rights and interests in daily operations with the support of
digital platforms and tools, identify clues involving the infringement of consumer rights and interests to discover potential risks, and follow upthe problems identified, and supervise the rectification.
Ex-post
• Establish the “2345 Supervision
andRectificationMechanism” to ensure the timely identification and rectification ofkey problems.
• Establish an evaluation mechanism for consumer
protection to drive the implementation ofvarious consumer protection tasks.
• Conduct annual audits of consumer rights and interests protection at regular
intervals.
In 2023, Lufax conducted a special internal audit with a focus on consumer protection, examining the Company’s mechanisms and operations for
consumer rights protection, the management of the eight consumer rights, and the execution of consumer protection reviews. Reasonable recommendationsfor enhancements were formulatedto continuously improve the Company’s consumer rights
protection.
Internal Training
Lufax has developed and revised the Internal
Education and Training System for Consumer Rights Protection, requiring at least one special training on protecting consumer rights and interests to be delivered to all employees every year. We have set up consumer protection learning corners in our
office, where we display roll-ups and brochures that introduce the eight rights and interests of financial consumers. Furthermore, we regularly collect consumer protection news and typical cases and delivers
the latest consumer protection-related information to our employees through the Consumer Protection Monthly, thereby bolstering their ability to safeguard consumer rights. In 2023, we organized a total of 85 training sessions on consumer rights
protection, with 79,515 participants in total. Furthermore, we conducted 63 executive-level thematic courses on consumer protection, thereby ensuring that consumer protection efforts are integrated into all aspects of our operations.
Special Training on Consumer Protection Skills Enhancement
To further enhance the professional
competence of the consumer protection team and to gain a comprehensive understanding of consumer protection management requirements from a regulatory perspective, we held a special training on consumer protection skills enhancement in 2023 under the
theme of “maintaining the original aspiration of financial services for the people, and fulfilling the responsibility of consumer protection”. The training covered topics such as the interpretation of consumer protection regulatory
policies and the eight rights, analysis of cases related to information security, and consumer protection risk, aiming to refine our consumer protection efforts. In addition, focusing on enhancing the
pre-review processes for our products and services, we conducted 3 consecutive sessions of standardized instruction and case analysis to instill the ethos of “comprehensive reporting and review” in
all employees, thereby seeking to prevent “defective products and services from entering the market” at the source.
Special Training on Consumer
Protection Skills Enhancement
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Consumer Protection Practices
The Company rigorously oversees areas such as responsible
marketing and debt management to more effectively enforce the protection of financial consumer rights. With our products, we strive to safeguard the legitimate rights and interests offinancial consumers.
• We have formulated and improved relevant marketing, advertisement and sales policies, such as the Internal Management and Monitoring Systemof Marketing Activity. With these
efforts, we regulate the Company’s code of marketing and publicity conduct, and clarify the review and approval process for marketing and publicity materialsaswellasthe penaltymechanism for
non-compliance.
Responsible • To oversee the compliance of marketing activities, we conduct annual audit on compliant
marketing. Marketing Meanwhile, we conduct a compliance review of marketing materials everyquarter to ensure that all marketing content and forms align with regulatory guidelines and are appropriate and accurate. The efforts help prevent
anyexaggeratedorfalsepublicity. DuringtheReportingPeriod,therewereno marketing violationsreported.
• We also focus on enhancing the compliance marketing
awareness of our employees. Through induction training and special training, we clarify the requirements related to responsible marketing to relevant personnel. We also proactively carry out publicity activities such as compliance week and
compliance month, dailymeetings,andcasestudies.
• We adhere to the collection principles of “compliance with laws, equality and fairness, and protection
of privacy”, and have formulated and implemented the Collection Policy Statement and a series of internal systems related to collection audits and complaint handling. We have established and improved a management mechanism for collection
operations, standardizing collection workflows and behaviors. This ensures equal protection of the legal rights and interests of both customers and the Company, and conducts collection activities based on objective facts, while ensuring information
security throughout the entire collectionprocess.
Debt • We subdivide customers according to their loan types, ratings, overdue periods, etc., and
differentiate Management collection strategies. Taking into account customer service experience, we remind customers of timely repayment through message and AI outbound calls. For customers who are frequently overdue and lack good repayment habits,
we, supported by AI, strengthen the monitoring and reminder of their repayment in a targetedway.
• In response to customer demands for loan modification, we
have developed special policies and process standards.Inspecific,weprovidesuchloan modificationoptions asloantermextensionandloanrestructuring for consumers, who can adjust their existing loan applications as appropriate to increase their loans and
reselect repayment periods. We conduct a special review based on their qualifications and actual needs, and handletheirapplicationsasspecified.
• To enhance
the awareness of compliant collection among relevant personnel, we regularly provide face-to-face training and online lectures on collection-related policies and
guidelines. By doing so, we ensure that collectionpersonnelstrictlyabidebylaws,regulationsandstandards.
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Adhering to the “people-centered” concept, Lufax focuses on “empowering consumers to improve their financial literacy” in consumer protection education. To this
end, we make continuous efforts to convey consumer protection concepts by improving consumers’ financial literacy and risk prevention awareness. In 2023, the Company set up the consumer protection service section on our official WeChat public
account and our mobile app. This section includes modules such as privacy protection, service channels, security measures, service guidelines, and financial education to help users protect their information and rights. This effort reflects our
commitment to listening to our customers and safeguarding their interests. We also launched a series of online anti-fraud videos and posters with Sina Black Cat Complaint Platform to remind the public to be vigilant against online scams.
Consumer Protection Financial Anti-Fraud Videos Service Section
with regulatory bodies,
community organizations, and schools to distribute anti-fraud brochures and conduct engaging anti-fraud awareness campaigns. By using a mix ofeducational and entertaining activities, our goal is to raise public awareness of financial risks and to
help better protect people’s“wallet” security. Asof 31 December 2023, a totalof157 tweets were posted on the official Weibo, WeChat official account, Enterprise WeChat, and the Lu Hui Rong APP to promote consumer protection
publicity and education, with 252 consumer protection campaigns publicized through external news media and 375 offline consumer publicity andeducation activities conducted.
In the future, we will continue to innovate in the forms of consumer protection education, make financial knowledge more accessible forconsumers, andprovide accessible,interesting,
andpracticalfinancialinformation. Byprioritizingtherightsand interests of financial consumers, we aimto effectively enhance consumers’ sense of financial access and happiness, offeringa warmhearted andcomprehensive financial service.
Safeguarding the “Wallet” Security of the Elderly In 2023, Lufax launched concurrent consumer protection awareness campaigns targeting the elderly in
cities such as Wuxi, Nantong, Zhenjiang, and Huai’an. By setting up information booths, displaying banners on consumer protection, and handing out financial anti-fraud brochures, we provided practical anti-fraud education, enabling the Elderly
to safeguard their assets and live out their later years incomfort and security.
Consumer Protection Popularization Activities for the Elderly
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Collaborating with Regulatory Authorities and Community Organizations to Conduct Financial Knowledge Popularization Campaigns for Consumers To effectively promote consumers’
financial literacy and foster a harmonious and stable financial environment, the Company regularly conducts financial literacy campaigns for consumers through partnerships with authoritative third parties through multiple channels, including
regulatory authorities, public security organizations, and media organizations. In 2023, the Shenzhen branch collaborated with the Party Working Committee and Office of Futian Street, the Futian District Financial Work Bureau, and the Futian Police
Station to carry out a publicity and education campaign entitled “Impressive CBD Enterprises,” to popularize financial knowledge among consumers.
“Impressive CBD Enterprises” Publicity and education Campaign
vFinancial Consumer Protection Publicity Campaign at Tianjin Ping’an Hope Primary School
In September 2023, PingAn Puhui Tianjin Branch visitedTianjin Ping’an Hope Primary School and held a sports game to impart anti-fraud knowledge in an interesting way. In this
class welfare program, we have partnered with Tianjin Ping’an Hope Primary School to co-found a base for financial consumer protection education, further enhancing our public welfare cooperation to impart
comprehensive financial knowledge to the children. In the future, Lufax will continue to carry out public welfare financial education activities to help students develop correct financial consumption conceptsfrom an early age, and buildabright
future.
Financial Consumer Protection Publicity Campaign at Tianjin Ping’anHope Primary School
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Lufax Holding always attaches importance to information security and users’ privacy protection, and strictly complies with the Cyber Security Law of the People’s Republic
of China, the Personal Information Protection Law of the People’s Republic of China, and other relevant laws, regulations. During the Reporting Period, we completed the revision and update of 40 documents related to information security
management, including the Management Rules of Information Security (2023 amendment). At the same time, we have formulated and published the Statement of Lufax Holding Information Security Management Policy and Lufax Holding Limited Privacy
Protection Statement. The two documents make it clear that individual users have the right to access, correct, delete and revoke his/her personal information on our platforms to protect users’ privacy. The aforementioned information
security-related systems, statements and guidance apply to all relevant business lines and subsidiaries of Lufax Holding, as well as third-party personnel with accessto information assets.
Lufax continues to improve our information security management structure and has established an Information Security Management Committee. This committee leads the Company’s
information security management efforts. The Committee members are all certified in the field of information security to ensure the expertise andeffectivenessof the management, providing asolid safeguard forthe Company’s information security.
Information Security Management Committee
Functional Departments
Director
Secretary General
Deputy Directors
Commissioner
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To motivate the effective execution, management and supervision of data security measures, we have officially incorporated data security indicators into performance appraisals, and
established a three-level information security appraisal system consisting of the Company, departments and employees. At the Company level, we adhere to Ping An Group’s information security assessment standards, making our information security
performance a crucial component of the comprehensive performance evaluation. At the departmental level, we conduct assessments of each department in accordance with the Company’s established information security policies. At the individual
employee level, we integrate information security metrics into the employee performance evaluation system, including key indicators such as the number of major information security incidents, re-detect rate of
Blues vulnerability, the completion rate ofsensitive fieldencryption.
Additionally, information security we are actively system certification pursuing external .
All the information security management accredited systems that by involved ISO 27001: in our 2013 businesses information are security management system certification, with 100% coverage.
During operations, we strictly manage access control, storage encryption, and hierarchical management of customer information.
Access Control
• Use the security policy of Cyberark integrated jump sever to conduct
strict personnel identity authorization for all access to production andtest servers, make video recordingandreview operation recordsregularly.
• Accurately
identify customers’ sensitive information, and set multiple access authorities to sensitive data, such as double-factor authentication (account password plus cell phone verification code/account password plus Ping An token).
• Regularly sort out and control sensitive authorities related to customer information queries and strictly follow the “least privilege“7 principle to ensure the
security andconfidentiality ofcustomer data.
Storage Encryption
• During
operations, we collect data from third parties in strict compliance with the laws and regulations in places where we operate, and delete data timely as per regulations to minimize the retention of customers’ private information.
• Use national commercial cryptographic algorithms to encrypt the storage of sensitive customer information such as cellphone numbers and biometric data.
Hierarchical Management
• Develop a well-established data management system for the
entire life cycle of datacollection, transmission, storage, use, exchange and destruction and classify data in a hierarchical manner according to established standards to strengthen the controlofdata assets.
7. The “least privilege” principle refers to giving a user the minimum levels of access or permissions needed to perform his/herjob functions, ensuring that permissions
are minimized.
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For APP information security management, we carry out a comprehensive assessment on the security of personal privacy collection, security vulnerabilities, malicious codes, non-compliant contents, etc. through technical testing and expert analysis to identify potential APP information security risks and ensure that APP information is collected in compliance with regulatory
requirements.
For information security audit, we proactively organize internal and externalinformation security testing and auditevery year to ensure the effective
implementation of information security management. During the Reporting Period, we carried out a total of 35 internal and external audits. These included 16 internal audits, including 12 accessaudits, 3 outsourcer audits, and1 branch audit; as well
as19 external security tests, which included 10 APP privacy tests, 8 information security level protection assessments, and 1 ISO 27001 surveillance audit.
For
collaboration with suppliers, we have formulated the Information Security Guidelines - Third Party Management for information security management of suppliers and clarified information security clauses in the contracts signed with suppliers. We
require suppliers to establish data security and privacy protection-related policies that are in compliance with Lufax Holding’s requirements. Except for service or transaction purposes, we never divulge, sell or provide personal data to any
third party. Additionally, we proactively carry outex-ante, in-event, andex-post review of suppliers to ensure comprehensive protection of information security.
Ex-ante
• Before adding new suppliers, we conduct
detailed assessment on the information security capabilities of suppliers and record the results in the supplier management platform for subsequent management and tracking
In-event
• To gain acomprehensive understanding
of the currentstate of their information security management, we update supplier ratings on the supplier management platform regularly and send questionnaires to those with low ratings
Ex-post
• Conduct periodic on-site inspections of suppliers’ management information security of. If any issues are identified during the inspection, they must be rectified. If suppliers are unable to fulfil standards even after
rectification, theircontracts will be terminated.
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In addition, Lufax Holding takes proactive and reactive measures to preventand respond to data leakage incidents:
• Vulnerability management: We perform regular vulnerability scans on servers and applications, address any identified vulnerabilities in a timely manner, conduct regular
penetration testing on servers connected to the Internet and take immediate action to address issues.
• Account security control: We implement a closed-loop
control system for account security, utilizing model monitoring, automatic account blocking and security guidance to prevent account theft, sharing and other breaches, thereby reducing the risk of data leakage.
• Security operations platform: The platform is designed to monitor 7 major risk scenarios covering the Internet, host, terminal, application, database, employee and public
opinion, and alert and respond to information security incidents.
• Security automation operations platform: During the Reporting Period, our team
independently developed a security automation operations platform designed to automate monitoring and response and digitalize security operations. By leveraging data from our internal security infrastructure and harnessing the power of an
algorithmic engine driven by expert-defined rules, the platform has successfully debuted an automated incident response system that reduces incident response times to minutes. In the HW (a national network attack & defense drill) network
attack test organized by the MPS and the Shanghai Communications Administration, the platform automatically handled over 9,500 attacks, with an average response time of just 2 minutes. The efficiency in incident response and mitigation was improved
by over 90% and human effort was reduced by over 70%, providing solid protection for the security and stability of core business operations.
• Secure
Development Life Cycle (S-SDLC) technology: Different departments collaborate with each other to secure every aspect of financial product development, and set up evaluation, review and testing processes at
each stage to fully guarantee the security of financial products.
Demand Analysis Design Development Testing Delivery
Business Security Demand Security Coding Security APP Security Final Security Review Review Guidelines Testing Review
• Fully • Assess system • Assess the • Conduct white • Approve the communicate design security of box testing to launch after with business solutions
development scan code confirming that parties to tools security known risks understand • Security have been their review • Formulate • Perform black resolved or requirements, Reporting of coding box testing to mitigated and clarify
• specifications scan foreign- and implement External security related data Web/mobile • public requirements security applications opinion (with a focus functions/devel monitoring on key opment • Validate framework system •
External businesses) defense penetration capabilities testing through • Emergency penetration response testing
S-SDLC
Process
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Reactive Measures
• Develop emergency plans: Including Data Security Emergency Plan, High
Risk Vulnerability Emergency Plan, Phishing Email Emergency Plan, DDoS Emergency Plan, etc.
• Establish reporting channels for information security leakage
incidents: Information security leakage incidents can be reported through three channels: WeChat official account, Happy Ping An APP, and web-based Happy Ping An. Additionally, designated staff are assigned to
screen and report submitted content.
• Conduct specialized drills targeting common information security attack scenarios. The drill scenarios include dealing
with Crypto-Malware, defending against website defacement, securing container environments from webshells, responding to phishing emails, handling ransomware, and addressing unusual account behavior. Through emergency drills, we help our security
personnel become familiar with emergency response procedures, thereby enhancing the emergency response capabilities of the Company’s security team.
Awarded
“Outstanding Blue Team” in the “Panshi Operation” During the Reporting Period, we took part in the “Panshi Operation”, a live-action cybersecurity defense drill targeting the information and industrial sectors in
Shanghai. Over a 10-day period of round-the-clock operations, our team effectively thwarted all attacks and advanced to the
overtime phase, attaining a remarkable score with zero losses throughout the entire drill. We were awarded the “Outstanding Blue Team” prize, highlighting our exceptional capabilities in information security defense and emergency response.
Awarded “Outstanding Blue Team” in the “Panshi Operation”
Winning the Second Prize in the Preliminary Round of the “Guan An Cup” Management and Operations Competition In the 2023 “Guan An Cup” ISG
cybersecurity skills competition, focused on management and operations, guided by the Shanghai Municipal Committee of Cyberspace Affairs and organized by the Competition’s Organizing Committee, we secured second place in the preliminary round,
due to our exemplary network and data security management and robust technical support capabilities.
Winning the Second Prize in the Preliminary Round of the
“Guan An Cup” Management and Operations Competition
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We organize a range of security training and awareness initiatives annually to raise awareness and enhance the protection capability of our workforce. This encompasses a diverse
array of activities, including themed email campaigns, training by external experts, courses available on our Zhiniao platform, live webinar sessions, security knowledge challenges, and executive discussions.Theseinitiativesareopen to
allemployees(including part-time) and contractors, to provide them with information security-related training and activities.
Our training is tailored to address
specific security risks, using a variety of resources to explore high-risk behaviors and incidents among our staff. We deliver targeted training to minimize the occurrence of security risks. We aim for a training approach that is both professional
and engaging, with an emphasis on accessibility. And we employ a “marketing” strategy for our awareness campaigns, dedicated to fostering a security-conscious culture where “every individual feels accountable and empowered to
contribute to security”. During the Reporting Period, the information security education and training coveredallemployees.
• Monthly security training:
We host a monthly security training session for allemployees to ensure everyone isincluded.
• Quarterly specialized training: We organize at least 1 special
training session every quarter, targeting high-risk employees and roles in the Company.These trainingsare tailored to addressthe specific risksfaced by roleslike consultants, administrativestaff, andback-office personnel.
• SecurityEnhancementMonth with the theme “safetyistheprecondition of our work”: In addition to our annual security awareness assessment for all staff, we launched a
campaign with 7 courses for learning and assessments. The campaign integrated our business practices and human factors, conducted both online and offline sessions, innovated in security education methods, and enriched course content. We achieved
100% employee participation.
More Sustainable Finance
Lufax Holding always
adheres to the concept of sustainable development, and actively implements the United Nations Sustainable Development Goals (SDGs). In line with the requirements of sustainable development management, we have formulated a series of green office
initiatives aiming at creating a green and low-carbon office environment and operating mode. At the same time, with our own resource and background advantages, we actively cooperate with our partners to
implement sustainable development practices, incorporate ESG concepts into our supply chain management and continuously assess ESG-related risks, working together with ourpartners to create asustainable
ecosystem.
Performance Highlights
During the Reporting Period, 15,956 pieces
of assets were reused through a series of initiatives, resulting in a cost reduction of RMB
23.26 million
By the end of the Reporting Period, the “Ping An Guardian Action -National Parks” program had achieved its goals of protecting 1,000 speciesofanimals andplants,
guarding10,000 square kilometersof land, transplanting 50,000 seedlings, restoring over 604 mu of panda habitat and training over 50,000 champions in rural green development This year, 100% of our partners signed the Integrity Commitment, and 100%
of our suppliers completed on-site assessments and annual evaluations
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Adhering to the concept of green and sustainable development,LufaxHoldingestablishes agreen operating mode and is committed to minimizing the negative impact of its operations on
the environment. While complying with the relevant requirements of the Environmental Protection Law of the People’s Republic of China and other laws and regulations, we have also formulated and implemented internal management systemssuch as the
Workplace EnvironmentMaintenance Manualofthe Headquarters, which integratesthe concept of sustainable development such as the reduction of pollution and carbon emissions, and the promotion of synergy into all aspects of our daily operations to
comprehensively push forward the green and sustainable development ofLufax Holding.
Green Operations
Green Office
Lufax Holding actively promotes a
low-carbon, healthy and sustainable office model, including advocating electricityconservation,water saving, paperlessoffice and other various green operation initiatives, to reduce energy andresource
consumption, optimize energy structureand enhance operational efficiency. We are committed to reducing wastewater, waste gas, solid waste and GHG emissions, and improving water use efficiency. During the Reporting Period, in line with the bottom
line requirements of operations, the Company supervised branches to surrender the lease of 278 workplaces in a timely manner, to save operation and maintenance costs and utility consumption. During the Reporting Period, we did not have any major
violations related to environmental management, nor did we have any problems ordisputes with water sourcing.
• Managing central air conditioning by the Group
and arranging a designated person in charge or enabling automatic switch, and strictly controlling the number of air conditioners in use and the temperature; Electricity ergy-efficient lighting fixtures to replace conventional fluorescent tubes, and
setting up
Conservation • Installing en grouplighting control duringthe working day to reduceelectricity loss;
• Applyingzone-basedelectricaldesign for office areasto achieve on-demandelectricity usage andavoid unnecessary power consumption;
• Improving electric management with smart electricity meters that allow for real-time monitoring of electricity data to obtain information on electricity
demands and take immediate action in the event of anomalies in electricity consumption.
• Optimizing the management of faucets and other water supply
equipment by using water-saving sensor-activated taps and maintaining them regularly, to prevent unnecessary waste of water Water resources;
Conservation
• Posting water conservation slogans to encourage employees to conserve water and raise their awareness ofwater saving;
• Encouraging cleaners to use the wastewater from direct drinking water for cleaning to achieve the wastewater reuse.
• Advocatingpaperlessoffice operations, andactivelyimplementingcloudprintingto minimize the useof Office paper materials at work;
Resource
Conservation • Actively promoting digitized bidding processes to reduce the use
ofpaper materials;
• Standardizing printer management by restricting access to printing, strengthening monitoring and reducingmisprints/reprints/single-sided
printing;
• Recyclingoffice paper to reduceunnecessary paper waste.
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Appendix
DuringtheReportingPeriod,inordertoeffectively achieve the environmental goals, Lufax Holding encouraged each branch to develop and implement scientific and feasible
emissionreduction strategies, andtopromote low-carbon and paperless office and eco-friendly travel to reduce energy, water and paper consumption. Moreover, all business
departments are encouraged to explore new approaches for efficiency improvement, consumption reduction and technological innovation based on their business characteristics. By the end of the Reporting Period, we had reduced electricity consumption
by 35%, water consumption by 17%, paper consumption by 28% and GHG emissions by 31% compared to the same period last year. Relentless endeavors will be made to further reduce resource consumption and carbon emissions in the future.
Energy-saving Campaign Empowering Corporate Sustainability
The branches of Lufax Holding,
based on their operational realities, actively implement low-carbon operating mode in which environmental management goals and corresponding measures have been established to promote green and low-carbon operations, while supporting the Company’s green development objectives. Each branch runs a monthly “Taking the Lead in Saving Energy and Reducing Consumption” campaign by floor to promote
paperless office, electronic bidding, paper reuse and other energy-saving initiatives. Based on the print reduction rate, the winning department is awarded the “Green Department” red flag, to motivate energy saving inthe workplace.
Waste management
We maintain a strongcommitmentto waste management and
strictly adhere to the Law of the People’sRepublic of China on the Prevention and Control of Environmental Pollution by Solid Waste, the Administrative Measures for the Prevention and Control of Environmental Pollution by Electronic Waste and
other applicable national and local regulations. Well-specific processingprocedureshavebeen establishedfornon-hazardousandhazardouswaste generatedin officeoperations,thereby ensuring proper treatment and
facilitating recycling.
• For hazardous waste such as printer toner cartridges and waste lamps, we have set up special disposal sites and recycling processes;
• Forcomputer components andused batteries, we entrust qualified suppliers for regular andcentralized processing.
The “cost reduction and efficiency enhancement” principle has been deeply integrated into our operations. Under this principle, assets sittingidle areputinto good use,
comprehensively optimizingthe utilization of existingassetswhile reducing waste generation at its source. We actively engage in idle asset utilization. Each month, we collect data on idle assets from variousorganizations and share information about
usable old assets with them, thus allowing them to choose assets needed and ensuring prompt and effective utilization of old assets. In addition, we have introduced an incentive mechanism that promotes the reuse of existing assets in the
institutionalized assessment rules for administrative compliance. This strategy aims to encourage employees to make full use of available resources, thereby minimizing the need for purchasing new equipment and enhancing equipment utilization. During
the Reporting Period, we reused 15,956 pieces of assets through a seriesofinitiatives, resulting inacost reduction ofRMB23.26 million.
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Appendix
Biodiversity Protection
Lufax Holding takes biodiversity protection seriously,
whichisdemonstratedby ourcommitmentto biodiversity protection and engagement in relevant practices. In collaboration with Ping An Group and Ping An Trust, we established the first domestic “Carbon Neutrality” charitable trust at the end of
2021. In the same year, we initiated the “Ping An Guardian Action - National Parks” program, which was implemented in the Northeast China Tiger and Leopard National Park in Hunchun and the Giant Panda National Park in Ya’an. By
engaging diverse communities, species and businesses, we put into action the public welfare concept of “shared ownership, shared benefits, and joint building” of national parks. With a focus on key initiatives such as ecological forest
transformation and habitat restoration, we advocated for establishing and developing national parks, providing full support to biodiversity protection.
In 2023, we
launched a training program in collaboration with YouChange ChinaSocial Entrepreneur Foundation to enhance the ecological conservation skills of various types of personnel. Specifically, we conducted publicity capacity enhancement training on
ecological conservation for national park staff, eco-friendly and wildlife conservation education for young people, and skills training for producers and managers of
eco-friendly agricultural products. By the end of the Reporting Period, the program had trained more than 200 local entrepreneurial leaders, villagers and staff, and built 5 offline bases for Ping An Guardians
and champions. In addition, nearly 700 pieces of 700M terminals, wilderness equipment, winter patrol uniforms, all-season patrol uniforms and other materials were donated to the national parks to ensure the
safety of local frontline protectors. The programhelpedexpandsaleschannelsfor the national parks and the neighboring communities, increase the ability of local farmers to achieve prosperity and improve their living standards, and strike a balance
between innovative green development of biodiversity and the promotion ofruralrevitalization.
“Ping An Guardian Action -National Parks” Program
In collaboration with Xinhua News Agency and NetEase Cultural & Creative, we produced a public service video, Searching for Tigers in the Mountains. The
video tells a beautiful story about the staff of the “Ping An Guardian Action -NationalParks” program and the Northeast China Tiger and Leopard National Park, who have worked together to protect natural creatures, and calls for more public
attention to the national parks and rangers. In addition, we compiled the Ping An Guardian Action: Lufax Holding’s Partnership with the National Parks, which is a typical case of social capital involvement in the establishment and development
of China’s national parks. Both the content and the video of the case have been included in Tsinghua University’s MBA typical case collection to serve as areference for other companies and toencouragejointcontributionsto biodiversity
protection.
Public Service Video of “Searching for Tigers in the Mountains”
Ping An Guardian Action: LufaxHolding’s Partnership with the National Parks was Included in Tsinghua University’s MBA Typical Case Collection
By the end of the Reporting Period, the “PingAn Guardian Action -NationalParks” programhad achieveditsgoalsof protecting 1,000 species of animals and plants, guarding
10,000 square kilometers of land, transplanting 50,000 seedlings, restoring over 604 mu of panda habitat and training over 50,000 champions in rural green development. The program made great contributions to protecting biodiversity and creating a
beautiful home for people and nature.
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Appendix
Fully realizing the impacts and risks associated with climate change across various industries, Lufax Holding takes proactive measures to address the challenges and opportunities
posted by this issue. We have implemented a well-established ESG governance framework and a robust management system to identify and address climate change-related issues. The Board of Directors, the Consumer Protection and ESG Committee regularly
review ESG matters, including climate change, and oversee the implementation of initiatives on resource conservation, energy efficiency and emission reduction. The Executive Committee of Lufax Holding is responsible for developing corresponding ESG
work plans and implementation strategies, while the ESG Executive Group is accountable for executing and coordinating specific actions. This top-down approach ensures a comprehensive response to potential
influences brought about by climate change.
We consistently monitor the trends in climate change and assess their potential impact on our short-term and long-term
operations based on business realities. We identify and analyze climate change-related risks relevant to our business while proactively devising strategies to address them. By implementing robust management measures focusing on energy conservation,
emission reduction and green operation practices, we strive to minimize our environmental footprint. Furthermore, we explore and seize opportunities emerging from climate change. In response to the growing trend of green and low-carbon economies, we make efforts to foster corporate sustainability by developing green and low-carbon products and services.
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Appendix
We believe that an open and inclusive approach to exchanges and cooperation with industry partners will drive our business forward. With thisin mind, we continue to improve the
supply chain management system to forge win-win partnerships with upstream and downstream enterprises. We are also deeply and actively involved in industry research and exchanges, and are committed to creating
an open business environment that nurtures innovation.
Sustainable Supply Chain
Lufax Holding is committed to guiding suppliers in jointly developing a responsible management system, supporting suppliers in promoting their own sustainable
operations, and building a healthy and sustainable supply chain. We strictly observe Ping An Group’s Policy Statement on Sustainable Supply Chains, and Detailed Measures for Management of Procurement Business Suppliers. In addition, we make
ongoing efforts to improve the supplier management system to ensure standardized and systematic approaches to supplier management.
Development and Introduction
Management Certification Management
Sourcing Management Certification Management
• Sourcing development • Standards for access certification
• Assisting in
sourcing development • Requirements and process of basic
• Evaluating and screening candidate information certification and audit suppliers •
Requirements and process of category
• Registration and introduction of new certification audit suppliers • Basic requirements and process of real-name
authentication
Process Management
Examination Punishment Performance
Management Management Management
• Standards and process of • Unified management of • Standards for the sampling examination eliminated suppliers
dimensions, composition
• Standards and process of • Situation, type and and scoring of project examination standards of performance evaluation
• Requirements for the punishment • Object and process of application of examination • Process of punishment performance evaluation results
implementation • Rules and standards for
• Examination of code of the grading of evaluation conduct results
Supplier Management Process
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Appendix
Lufax Holding remains focused on suppliers’ social responsibility and environmental performance. The Company actively urges suppliers to participate in the training delivered
by Ping An Group on corporate social responsibility and encourages all suppliers to undertake corporate social responsibilities and obligations. The requirements for sustainable development are incorporated into supplier contract clauses.
Sustainable development considerations are also incorporated into processes such as supplier selection reviews, process management, and follow-up and feedback, focusing on supplier performance in areas
including information security, labor rights and environmental protection. Furthermore, we have formulated clear policies on information security and privacy protection, transformation and development of
low-carbon technologies, labor rights protection and employee development. We also demand anti-corruption measures from our partners including suppliers, and we will terminate any cooperation with those who
violate business ethics.
Industry Exchanges and Cooperation
Lufax Holding has
an open and inclusive approach to industry exchanges and cooperation, and is committed to discussing industry issues and creating new value forthe industry together with partners.
Lufax Holding Worked with Chinese Academy of Financial Inclusion at Renmin University of China to Release the Report on the Financial Health of Small and Micro Businesses
In 2023, Lufax Holding, in collaboration with Chinese Academy of Financial Inclusion (hereinafter CAFI) at Renmin University of China, prepared and released the
report on the Financial Health of Small and Micro Businesses. The reportcomprehensively analyzesthe operatingstatusandchallengesfacedby smallandmicro businessesin Chinain terms of financial management, risk prevention, and fundraising. It also
establishes a set of financial health indexes, which serve as a reference for the government and financial institutions to optimize financial services for small and microbusinesses.
International Forum for China Impact Investing 2023
Mr.GregoryDeanGIBB,Co-CEOofLufaxHolding, andMr.NiRongqing,GeneralManagerofPingAn ConsumerFinance, were invited to attend
the “International Forum for China Impact Investing 2023”, hosted by CAFI. The two shared Lufax Holding’sESG concepts and practices, aswell asPingAn’skey initiativesto protectconsumers’ financialhealth, demonstrating
ourcommitment to social responsibility and attracting industry-wide interest.
This year
100% of our partners signed the Integrity Commitment 100% of our suppliers completed on-site assessments and annual evaluations
2023Environmental, Social and Governance Report 63
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SDGs Covered chapters
More More Warming Warming Finance Finance——
——Fulfilling Deeply Engaging Social Responsibilities in Inclusive Finance More Warming Finance——Fulfilling Social Responsibilities
More
Efficient Finance——Building a Quality Team
More More WarmingFinance Efficient Finance—— ——Building FulfillingaSocial Quality
Responsibilities Team More More Efficient Warming Finance Finance—— ——Building Fulfilling a Social Quality Responsibilities Team More Sustainable Finance——Co-establishing a Green
Future
More More Warming Warming Finance Finance—— ——Fulfilling Deeply Engaging Social Responsibilities in Inclusive Finance
More Efficient Finance——Building a Quality Team
SDGs Covered chapters
More Efficient Finance——Promoting Technology Empowerment
More More Warming Warming
Finance Finance—— ——Fulfilling Deeply Engaging Social Responsibilities in Inclusive Finance
More Sustainable
Finance——Co-establishing a Green Future
More Reliable Finance——Redoubling Efforts to Protect Financial
More Efficient Finance——Consumers Promoting Technology Empowerment More Sustainable Finance——Co-establishing a Green Future
More Sustainable Finance——Co-establishing a Green Future More Reliable Finance——Consolidating Governance Foundation More
Sustainable Finance——Jointly Building the Industry Ecosystem
2023Environmental, Social and Governance Report 64
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Environmental Area8
Key Performance Indicators Unit 2023 Emissions A1.1 Exhaust Emission Kg
47.58 Total GHG emissions tCO2e 23,510.43 Total emission intensity of GHG tCO2e/person 0.65 A1.2 Direct GHG emissions (Scope 1) tCO2e 117.63 Indirect GHG emissions (Scope 2)9 tCO2e 19,614.02 Indirect GHG emissions (Scope 3)10 tCO2e 3,778.78 Total
hazardous waste produced Tons N/A A1.311 Total intensity of hazardous waste Tons/person N/A
Environmental Area
Key Performance Indicators Unit 2023 Total non-hazardous waste produced Tons 151.68 A1.412 Total intensity of
non-hazardous waste produced Tons/person 0.004 Use ofResources Total energy consumption MWh 34,979.72 Total energy intensity MWh/person 0.97 A2.1 (Direct) consumption of
non- MWh 587.26 renewable fuel (Indirect) 13 consumption of purchased MWh 34,392.45 energy Water consumption M3 187,800.36 A2.2 Water consumption intensity M3/person 5.19
9 8..The Indirect environmentalKPIsintensity greenhouse gas emissions valueiscalculatedusingthe (Scope 2) mainly come from total purchased numberof electricity employeesintheGroup
consumed in thein2023asthe operation process, denominator and the. greenhouse gas emission factor of electricity adopts from the Enterprise Greenhouse Gas Emission Accounting Method and 10 Reporting .
IndirectGuidelinesforPowerGenerationFacilities(HuanbanClimate[2021]No greenhouse gas emissions (Scope 3) mainly come from the use of paper . 9).in the operation process and the carbon emissions generated from employee travel. The emission factor
adopts from the China Product Life Cycle Greenhouse Gas Emission 11 CoefficientSet(2022)issuedby .TheCompany’sprinters arethe allleasedandthe Ministry ofEcologyand supplierisresponsiblefortoner Environment. cartridge replacement,whichdoesnot
involvehazardous waste.
12 13..Non The(indirect) -hazardouswastemainlyincludesofficepaper consumptionof purchasedenergy isconvertedfrom and othergeneralsolidwaste
purchased electricity . .
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Social Area14
Key Performance Indicators Unit 2023 Employment Total workforce Person 36,215
Number of employees by gender
Male Person 19,777 Female Person 16,438
Number of employees by age group
Under 30 years old Person 11,691 B1.1 30 to
50 years old Person 24,428 Over 50 years old Person 96
Number of employees by employment type
Full-time Person 36,215
Number of employees by geographical region
Chinese mainland Person 36,136 Hong Kong, Macau, Taiwan and Person 79 overseas regions
Social
Area
Key Performance Indicators Unit 2023
Number of employees by employee
category
B1.1 Senior management Person 152 Non-senior management Person 36,063 Employee turnover rate % 33.69
Employee turnover rate by gender
Male % 35.68 Female % 31.13
Employee turnover rate by age group
B1.215 Under 30 years old % 40.92 30 to 50 years old %
29.32 Over 50 years old % 19.40
Employee turnover rate by geographical region
Chinese mainland % 33.71 Hong Kong, Macau, Taiwan and % 23.85 overseas regions
15 14..Thenumberof The employee turnover employeestakesfull rate of the Group -timeemployeesintoconsideration takesemployees who have worked . for more than one
year inconsideration, and the formula is: (employee turnover rate = numberof employees leaving during the period/(number of employees leaving during the period +numberof employeesatthe endofthe period).
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Social Area
Key Performance Indicators Unit 2023 Health and Safety
Work-related fatalities occurred in the past three years 0 2023 Person 0 B2.1 2022 Person 0 2021 Person 0 B2.2 Lost days due to work injury Day 521 Development andTraining The
percentage of employees trained % 100
The percentage of employees trained by gender
Male % 100 B3.1 Female % 100
The percentage of employees trained by employee category
Senior management % 100 Non-senior management % 100 B3.2 The average training hours completed Hour 4.99 per employee
Social Area
Key Performance Indicators Unit 2023
The average training hours completed per employee by gender
Male Hour 5.06 Female Hour 4.93
B3.2
The average training hours completed per employee by employee category
Senior management Hour 6.21 Non-senior management Hour 4.98 Supply Chain Management Number of suppliers - 444
Number of suppliers by geographical region
Northeast China - 22 North China - 119 B5.1
Northwest China - 30 East China - 138 Central China - 75 South China - 60
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Social Area
Key Performance Indicators Unit 2023 Product Responsibility
16 Percentage of total products sold or
B6.1 shipped subject to recalls for safety % N/A and
health reasons Number of products and services Case 563 B6.2 related complaints received Customer complaint rate % 0.0009 Anti-corruption Number of concluded legal cases B7.1 regarding corrupt brought against the Case 0 Group or employees B7.3 Hours
of anti-corruption training Hour 3 provided to directors
Social Area
Key
Performance Indicators Unit 2023 B7.3 Hours of anti-corruption training Hour 7,650 provided to employees Community Investment Volunteer hours Hour 5,708.64
Focus
areas
Emergency response RMB‘000 80.00 B8.2 Industrial assistance RMB‘000 154.24 Health care RMB‘000 117.83 Education donation RMB‘000 103.25
16.TheCompany’smainbusinesscoversretailcreditenablement,consumerfinanceand otherfinancialservices,anddoes notinvolveproduct safetyand healthissue.
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ESG indicator Chapters in the Report Area: Environmental A1: Emissions General Information on: Co-establishing a Green Disclosure
(a) the policies; and Future (b) compliance with relevant laws and regulations that have a significant impact on the issuer relating to air and greenhouse gas emissions, discharges into water and land, and generation of hazardous and non-hazardous waste.
A1.1 The types of emissions and respective emissions data. Appendix II Quantitative ESG
Performance Indicators A1.2 Direct (Scope 1) and energy indirect (Scope 2) Appendix II greenhouse gas emissions (in tonnes) and, where Quantitative ESG appropriate, intensity
(e.g., per unit of production Performance Indicators volume, per facility).
A1.3 Total hazardous waste produced (in tonnes) and, where The Company’s printers
appropriate, intensity (e.g., per unit of production are all leased, and the volume, per facility). supplier is responsible for the replacement of the toner cartridges, which does not involve hazardous waste. A1.4 Total non-hazardous waste produced (in tonnes) and, Appendix II where appropriate, intensity (e.g., per unit of production Quantitative ESG volume, per facility). Performance Indicators A1.5 Description of emissions
target(s) set and steps taken to Co-establishing a Green achieve them. Future A1.6 Description of how hazardous and non-hazardous
Co-establishing a Green wastes are handled, and a description of reduction Future target(s) set and steps taken to achieve them.
ESG indicator Chapters in the Report A2:Use ofResources General Policies on the efficient use of resources, including Co-establishing a
Green Disclosure energy, water and other raw materials. Future A2.1 Direct and/or indirect energy consumption by type (e.g., Appendix II electricity, gas or oil) in total (MWh) and intensity (e.g., Quantitative ESG per unit of production volume, per
facility). Performance Indicators A2.2 Water consumption in total and density (e.g., per unit of Appendix II production volume, per facility). Quantitative ESG
Performance Indicators A2.3 Description of energy use efficiency target(s) set and Co-establishing a Green steps taken to
achieve them. Future A2.4 Description of whether there is any issue in sourcing Co-establishing a Green water that is fit for purpose, water efficiency target(s) set Future and steps taken to achieve them.
A2.5 Total packaging material used for finished products (in Our main business does tonnes) and, if applicable, with reference to per unit not involve the use of
produced. packaging materials. A3:The EnvironmentandNatural Resources General Policies on minimizing the issuer’s significant impacts Co-establishing a Green Disclosure on the environment and natural
resources Future A3.1 Description of the significant impacts of activities on the Co-establishing a Green environment and natural resources and the actions Future taken to manage them.
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ESG indicator Chapters in the Report A4: Climate Change General Policies on identification and mitigation of significant Co-establishing a
Green Disclosure climate-related issues which have impacted, and those Future which may impact, the issuer.
A4.1 Description of the significant climate-related
issues Co-establishing a Green which have impacted, and those which may impact, the Future issuer, and the actions taken to manage them.
Area: Social B1: Employment
General Information on: Building a Quality Team Disclosure
(a) the policies; and (b) compliance with relevant laws and regulations that have a significant impact on the issuer relating to compensation and dismissal, recruitment and promotion, working hours, rest periods, equal opportunity,
diversity, anti-discrimination, and other benefits and welfare.
B1.1 Total workforce by gender, employment type (for Appendix II example, full-or part-time), age group and geographical Quantitative ESG region. Performance Indicators B1.2 Employee turnover rate by gender, age group and Appendix II geographical region. Quantitative ESG
Performance Indicators B2: Health and Safety General Information on: Building a Quality Team Disclosure (a) the policies; and (b) compliance with relevant laws and
regulations that have a significant impact on the issuer relating to providing a safe working environment and protecting employees from occupational hazards.
ESG
indicator Chapters in the Report B2.1 Number and rate of work-related fatalities occurred in Appendix II each of the past three years including the reporting year. Quantitative ESG
Performance Indicators B2.2 Lost days due to work injury. Appendix II Quantitative ESG
Performance Indicators B2.3 Descriptions of occupational health and safety Appendix II measures adopted, and how they are implemented and Quantitative ESG
monitored. Performance Indicators B3: Development and Training General Policies on improving employees’ knowledge and skills Building a Quality Team Disclosure for discharging duties at work. Description of training activities.
B3.1 The percentage of employees trained by gender and Appendix II employee category (e.g., senior management, middle Quantitative ESG management). Performance Indicators B3.2 The
average training hours completed per employee by Appendix II gender and employee category. Quantitative ESG
Performance Indicators B4: Labor Standards General
Information on Building a Quality Team Disclosure (a) the policies; and (b) compliance with relevant laws and regulations that have a significant impact on the issuer relating to preventing child labor and forced labor.
B4.1 Description of measures to review employment Building a Quality Team practices to avoid child and forced labor.
B4.2 Description of steps taken to eliminate such practices Building a Quality Team when discovered.
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ESG indicator Chapters in the Report B5: Supply Chain Management General Policies on managing environmental and social risks of Jointly Building the Disclosure the supply chain.
Industry Ecosystem B5.1 Number of suppliers by geographical region. Jointly Building the Industry Ecosystem B5.2 Description of practices relating to engaging suppliers, Jointly Building the number of suppliers where the practices are being Industry
Ecosystem implemented, and how they are implemented and monitored.
B5.3 Description of practices used to identify environmental Jointly Building the and social
risks along the supply chain, and how they Industry Ecosystem are implemented and monitored.
B5.4 Description of practices used to promote Jointly Building the
environmentally preferable products and services when Industry Ecosystem selecting suppliers, and how they are implemented and monitored.
B6: Product
Responsibility
General Information on: Promoting Technology Disclosure (a) the policies; and Redoubling Empowerment Efforts to (b) compliance with
relevant laws and regulations that have a significant impact on the issuer Protect Financial relating to health and safety, advertising, labelling and Consumers privacy matters relating to products and services provided and methods of redress.
B6.1 Percentage of total products sold or shipped subject to Our main business does recalls for safety and health reasons. not involve product transport and sales.
B6.2 Number of products and service related complaints Appendix II received and how they are dealt with. Quantitative ESG
Performance Indicators B6.3 Description
of practices relating to observing and Promoting Technology protecting intellectual property rights. Empowerment
ESG indicator Chapters in the Report B6.4
Description of quality assurance process and recall Our main business does procedures. not involve product recalls.
B6.5 Description of consumer data protection
and privacy Protecting Information policies, and how they are implemented and monitored. Security B7: Anti-corruption General Information on: Consolidating Disclosure (a) the policies; and Governance Foundation (b) compliance with relevant
laws and regulations that have a significant impact on the issuer relating to bribery, extortion, fraud and money laundry.
B7.1 Number of concluded legal cases
regarding corrupt Appendix II practices brought against the issuer or its employees Quantitative ESG during the reporting period and the outcomes of the Performance Indicators cases.
B7.2 Description of preventive measures and whistle-blowing Consolidating procedures, and how they are implemented and Governance Foundation monitored.
B7.3 Description of anti-corruption training provided to Appendix II directors and staff. Quantitative ESG
Performance Indicators B8: Community Investment General Policies on community engagement to understand the Fulfilling Social Disclosure needs of the communities where the issuer
operates Responsibilities and to ensure its activities take into consideration the communities’ interests.
B8.1 Focus areas of contribution (e.g., education,
Fulfilling Social environmental concerns, labor needs, health, culture, Responsibilities sport).
B8.2 Resources contributed (e.g., money or time) to the focus
Fulfilling Social area. Responsibilities
Lufax Holding Ltd
(Incorporated in the Cayman Islands with limited liability)
(HKEX Stock Code: 6623)
(NYSE Stock Ticker: LU)