The Bank values democratic management, improves democratic communication mechanisms, and continuously promotes employee participation in democratic development. It maintains open channels for employee communication and feedback, deeply understands employee needs, and incorporates employee voices as critical inputs for optimizing internal operational processes. The Bank has established anonymous feedback channels including the President’s Mailbox and reporting email addresses for issues such as employee conduct, anti-money laundering, and sanctions violations. It strictly controls the scope of authorization and access to employees’ personal information and the opinions they have raised. In the process of handling these opinions, it strictly implements information confidentiality requirements, adheres to the principle of “first receiver, first handler”, responds timely to employees' concerns, actively promotes the effective resolution of employees' reasonable demands in accordance with laws and regulations, steadily resolves various contradictions and risks, and effectively safeguards employees' legitimate rights and interests. 

1. Regular Performance Appraisal and Feedback　 

The Bank has established a performance management system covering all employees, adhering to a competency and value contribution orientation, and continuously optimizing the performance management mechanism. The Bank implements a regular assessment mechanism, and conducts annual performance evaluations for all employees, while regional and branch offices may implement semi-annual or quarterly assessments based on operational needs. 

The Bank fully leverages the positive role of performance coaching and feedback to deepen full-cycle performance management. The performance coaching process has been optimized to guide line managers in promptly assisting employees in analyzing achievements and gaps, thereby improving work quality and efficiency. An employee performance evaluation appeal mechanism has been established. If an employee disputes evaluation results, they may submit a written appeal to their unit’s Human Resources Department. The department will investigate thoroughly, gather stakeholder input, propose resolution recommendations, submit them for authorized approval, and formally respond to the appellant. 

2. Employee Grievance Channels　 

2.1 Staff Congress 

The Bank has established a Staff Congress system covering its headquarters, branches, and subsidiaries, and formulated the China CITIC Bank Implementation Measures for the CITIC Bank Staff Congress to refine enterprise democratic management systems with the Staff Congress as the foundational framework. In 2024, employee representatives fully exercised their roles in democratic management, decision-making, and supervision by attending quarterly operational analysis meetings and upholding their rights to information, participation, expression, and oversight. 

In 2024, the Bank convened the Fourth Session of the Second Staff Congress, reviewed and approved 15 regulations related to employee interests, including job grades, compensation, and healthcare subsidies for female employees. Proposals of high concern to employee representatives were addressed on-site. Additionally, 53 proposals were submitted, with a case resolution rate of 77.36%. 

2.2 President’s Mailbox 

All employees can directly submit emails to the President’s Mailbox. The Bank prioritizes the content received through this channel, with certain suggestions instructed to relevant departments for implementation. 

2.3 Reporting Email Addresses for Employee Conduct, Anti-money Laundering, and Sanctions Violations 

The Bank sustains accessible channels for feedback collection, establishing reporting channels1 such as email addresses for reporting employee conduct violations, anti-money laundering violations, and sanctions violations. Information on these reporting channels is made publicly available on the intranet, and all employees may submit reports via email either under their real names or anonymously. The Bank maintains unimpeded information receipt channels, prioritizes thorough investigation and proper handling of reported matters, and encourages staff to actively participate in supervision, collectively upholding a healthy and orderly operating environment. 

2.4 Whistleblowing and Complaint Mechanism 

The Bank strictly implements the relevant requirements of the Regulations on Petition Work. It has established petition departments at both the head office and primary operating units to uniformly accept and centrally manage internal and external reports concerning various illegal, non-compliant, or disciplinary violations. The Bank continuously facilitate channels for whistleblowing and complaints, providing multiple reporting methods, including mail, phone calls, in-person visits, and email, while encouraging real-name reporting.All whistleblowing and complaints are processed in strict accordance with prescribed procedures. If verified facts of misconduct are found, the relevant departments will take disciplinary action against the violating units or individuals based on their authority. Cases suspected of criminal conduct will be transferred to judicial authorities in accordance with regulations. 

The Bank strictly enforces confidentiality and protection measures for whistleblowers to ensure they are not subjected to retaliation or negative consequences. Any department or staff member found leaking whistleblower information, complaint content, or forwarding complaint materials to the accused parties will face severe disciplinary action in accordance with rules and regulations. If the act constitutes a violation of duty or a criminal offense, legal liability will be pursued. Those who exploit complaint materials for personal gain or facilitate retaliation against whistleblowers will be subject to heavier penalties. 

3. Employee Satisfaction Survey 

The Bank conducts employee satisfaction survey once a year, treating it as a key indicator of organizational health. In 2024, the survey was conducted online and covered all employees to comprehensively assess perceptions and expectations regarding HR practices, including leadership oversight, talent development, incentives, training quality, and HR services. Results inform targeted HR strategies. In 2024, 94.25% of participants rated their satisfaction as “satisfactory”. 

4. Employee Communication Channels　　 

The Bank fully respects employee privacy and information security. The “VoiceUp” platform offers multiple channels for submitting feedback and suggestions, including anonymous, nickname-based, and real-name modes, ensuring frontline employees can voice opinions confidently, freely, and willingly. The platform establishes a full-cycle feedback response mechanism characterized by “mandatory acknowledgment of suggestions, transparent process visibility, traceable outcomes, and service evaluation”. Each Head Office department has established dedicated operational teams. After a user submits a request, every processing step, responsible personnel, and decision are publicly displayed, with final results visible to all employees. Additionally, the platform grants users the authority to close cases. If an issue remains unresolved, the submitter may restart the process until resolution. Upon closure, submitters can comprehensively evaluate the service process. 

The “VoiceUp” platform implements a supervision and public disclosure mechanism, publishing data on departmental satisfaction rates and operational efficiency. It generates operational reports and hotspot briefings for the Bank’s senior management. The leadership has prioritized this initiative, issuing multiple directives and convening forums to address grassroots suggestions. Since its launch in June 2022, the platform has recorded 3.5 million visits and processed over 30,000 frontline inquiries and suggestions, with 96% of them either resolved or currently being addressed, earning widespread employee acclaim. For widely shared concerns, the platform provides timely clarifications and solutions, creating an effective channel to resolve urgent frontline challenges while offering actionable insights for optimizing workflows and improving operational efficiency. 

[1]Reporting Email for Employee Conduct Violations (ygwgjb@citicbank.com). Reporting Email for Anti-Money Laundering Violations (fxqjubao@citicbank.com). Reporting Email for Sanctions Violations (zcwgjb@citicbank.com)