Product Quality and Safety
Highlight Performance
The consumer complaint rate for the beverage product category decreased by
Customer satisfaction reached
- During the reporting year, the Company recorded no incidents of non-compliance with laws or regulations concerning the health and safety impacts of products.
- The Company measures customer satisfaction through a Consumer Survey conducted following interactions with the Customer Service Center. A five-point rating scale is used to systematically assess customers’ service experiences.
Product Quality and Safety
Product quality and safety are material topics that play a critical role in maintaining consumer trust, corporate reputation, and business continuity, particularly in the food, beverage, and personal care industries, which are subject to stringent safety laws and standards at both national and international levels.
As consumers increasingly prioritize health, product information transparency, and producer responsibility, advances in technology—including digital systems, supply chain traceability, and data-driven quality control—provide opportunities for the Company to strengthen its preventive approach to quality management, mitigate product safety risks, and enhance competitive differentiation. By integrating the capabilities of its Quality and Innovation functions, the Company aims to ensure that product development and consumer communications are effectively aligned.
Nevertheless, increasingly stringent product safety and consumer protection regulations, together with growing supply chain complexity and heightened consumer expectations, continue to present significant challenges. The Company therefore recognizes the importance of managing product quality and safety in a systematic, continuous, and transparent manner to turn these challenges into opportunities to strengthen consumer trust, enhance brand strength, and support sustainable long-term growth.
Serving our customers with utmost
Growing alongside our suppliers
Gearing for the future
Management Approach
Osotspa is committed to placing product quality and consumer safety at the heart of its business operations. The Company has clearly established policies on product quality and product safety to serve as a framework for operations and decision-making at every stage across the value chain. The Company manages product safety based on risk prevention and systematic quality control, covering raw material selection, production processes, quality inspection and testing, storage, and product distribution. This ensures that all products comply with applicable laws, relevant standards, and market requirements.
Osotspa appropriately integrates quality management systems, food safety management systems, and Halal requirements into the operating processes of each product category, while promoting employee awareness and accountability. In addition, the Company continuously monitors, reviews, and improves its management systems through internal audits and certification by government agencies and external organizations. These efforts strengthen consumer confidence and support long-term sustainable business operations.
Product Quality and Safety Standards and Certifications
The Company places strong emphasis on product safety by systematically applying internationally recognized practices and standards widely adopted across the food and beverage industry. These include Good Hygiene Practices (GHPs), Hazard Analysis and Critical Control Point (HACCP), Food Safety System Certification 22000 (FSSC 22000), and Halal standards.
These standards and practices are applied across key operational processes, from raw material selection and manufacturing process controls to hygiene management and product quality inspection, to ensure that products are safe, meet quality requirements, and comply with applicable laws and internationally recognized practices and standards.
All beverage manufacturing and packaging facilities have consistently maintained food safety management system certifications, including GMP/GHPs, HACCP, and FSSC 22000.
Standards and Certifications Beverage Manufacturing Plant
| Beverage Manufacturing Plant | GHPs | HACCP | Halal | FSSC 22000 |
|---|---|---|---|---|
| 1. Hua Mak Beverage Manufacturing and Filling Plant, Bangkok | ||||
| 2. Beverage Manufacturing and Filling Plant, Ayudhaya | ||||
| 3. Min Buri Beverage Manufacturing and Filling Plant, Bangkok | - | |||
| 4. Thilawa Beverage Manufacturing and Filling Plant, Myanmar | - |
In addition to food quality and safety certifications, Osotspa’s laboratory is accredited to TIS 17025, which assesses the laboratory’s quality management and the reliability of its testing results.
For personal care products, the Company has also obtained the following internationally recognized certifications and standards: Good Manufacturing Practice (GMP), Halal, ISO 9001, ISO 22716 (Good Manufacturing Practices for Cosmetics), ISO 14001 (Environmental Management System), and ISO 45001 (Occupational Health and Safety Management System).
Standards and Certifications Personal Care Products Manufacturing Plant
| Personal Care Products Manufacturing Plant | GMP–Cosmetic (TH & ASEAN) | GMP–Hazardous | Halal (TH) | Halal (MUI) | ISO 9001:2015 | ISO 22716:2007 | ISO 14001 | ISO 45001 |
|---|---|---|---|---|---|---|---|---|
| 1. Greensville Liquid Personal Care Products Manufacturing Plant, Lat Krabang, Bangkok | - | |||||||
| 2. Greensville Powder Personal Care Products Manufacturing Plant, Lat Kranbang, Bangkok | - |
Customer Relations Management
Osotspa places importance on listening to consumer feedback, inquiries and complaints through accessible communication channels and has established systematic complaint management and product recall processes to ensure that consumer concerns are addressed and resolved in a timely and effective manner. Consumers can contact the Company directly through the Customer Service Center (Call Center) at +66 (0) 2351 1111, as well as through other available communication channels, including email, the online Contact Form on Osotspa’s website, and other digital communication channels, allowing consumers to select a channel appropriate to their communication and accessibility needs. Consumers who experience difficulty using voice-based services may use available text-based communication channels, including email and the online Contact Form (Osotspa Online Contact Form), to request support, submit inquiries, provide feedback or raise concerns.
As part of its commitment to accessible and inclusive customer service, Osotspa seeks to reduce barriers to accessing customer support for all consumers, including elderly consumers and persons with disabilities. Customer service personnel provide appropriate assistance based on individual communication and accessibility needs. This may include communicating information in a clear and easy-to-understand manner, allowing additional time for communication, and providing appropriate assistance in accessing customer service. Where appropriate and subject to applicable identity verification, authorization and personal data protection requirements, assistance may also be facilitated through an authorized representative or caregiver.
The Company aims to provide customer information in a clear, readable and easy-to-understand manner and continuously seeks opportunities to enhance the accessibility of its customer communication channels. Where appropriate, designated Osotspa personnel may provide in-person assistance at the customer’s location to better understand the customer’s concerns, obtain relevant information or evidence, provide appropriate support, and facilitate follow-up and resolution. In providing such assistance, Osotspa considers the individual communication and accessibility needs of customers, including elderly consumers and persons with disabilities.
Information, feedback and insights received from consumers are systematically reviewed and analyzed to identify recurring issues, customer needs, accessibility barriers and opportunities for improvement. Relevant customer insights are shared with responsible functions, where applicable, and are used to continuously improve manufacturing processes, quality control, products, services, service delivery and the overall customer experience. Consumers may also provide feedback regarding the accessibility of Osotspa’s customer service or request additional assistance through the Company’s available customer service channels, including the online Contact Form. Relevant feedback is reviewed, where applicable, to support continuous improvement in the accessibility, responsiveness and quality of customer service.
Osotspa is also committed to continuously raising customer service standards. The Company received the certificate of “Consumer Complaint Receiving and Resolution Center (Call Center): Excellent Level” from the Office of the Consumer Protection Board, reflecting the effectiveness of its systematic, transparent and fair approach to receiving, resolving and managing consumer complaints. In addition, the Company has been certified to ISO 18295-1:2017, an international standard for customer contact center management systems, covering work processes, personnel development and continuous service quality control. These achievements reflect the Company’s commitment to operating with a Consumer Focus, one of Osotspa’s core values, to create positive customer experiences, build trust and foster sustainable long-term relationships with consumers and stakeholders.
Accessible & Inclusive
Multiple customer service channels
Customer-Centered Support
Assistance tailored to individual needs
Continuous Improvement
Customer insights drive improvement
Recognized Standards
OCPB Excellent Level & ISO 18295-1:2017
Complaint Handling Process
AI-Enabled Customer Support
Osotspa leverages artificial intelligence (AI) to support its digital customer service channels through which consumers can submit enquiries, request assistance, and provide feedback. AI-enabled capabilities support the processing, classification, and routing of customer enquiries and feedback to the appropriate processes or responsible teams for further action.
By facilitating the systematic handling and routing of customer interactions, these capabilities help enhance responsiveness and the overall customer experience. The application of AI complements Osotspa’s existing customer service channels and established complaint management processes, supporting a more efficient and integrated approach to customer relationship management.
These AI-enabled capabilities also provide a foundation for the future development of an AI-powered customer service chatbot. Osotspa plans to initially introduce this capability through OSP Delivery as the first customer-facing application, with the aim of enabling more convenient and responsive customer interactions and supporting the future expansion of AI-enabled customer service across relevant digital touchpoints.