Product Responsibility & Service Safety

The Company is committed to delivering high-quality and safe products and services in order to build and maintain sustainable trust among consumers and all stakeholders.

Key Stakeholders

Customers

Employees

Business Partners

Shareholders / Institutional Investors

Government Agencies

Communities / Society

Stakeholder Impact

Product responsibility practices help build confidence among consumers and business partners regarding the safety and quality of products and services. They reduce potential health and safety risks throughout the supply chain and support transparent and responsible business operations, fostering long-term sustainable relationships with stakeholders.

Business Impact

Effective product responsibility management reduces quality, safety, and legal risks, strengthens trust among customers and partners, enhances operational efficiency across the supply chain, and supports long-term business continuity. Conversely, product recalls may negatively impact the Company’s reputation and value, resulting in significant costs such as operational disruptions, disposal and compensation expenses, regulatory fees, and fines, which may affect financial performance and competitiveness.

Product Responsibility (Product and Service Safety)

The Company places strong emphasis on the safety and quality of its products and services by establishing a comprehensive quality assurance system covering the entire supply chain, from oil depots to service stations. Quality testing is conducted by the Quality Assurance unit accredited under ISO/IEC 17025 standards, through random sampling at oil depots and proactive inspections at service stations using mobile inspection units. These activities include testing 5-liter fuel samples, verifying the accuracy of fuel dispensers, and systematically controlling product quality in retail outlets to ensure consistent safety and compliance with standards.

In addition, the Company conducts service quality audits through certified auditors under the Supply Chain Operations Reference (SCOR) framework within the ISO function, covering assessments across the entire supply chain from upstream to downstream. The assessments span multiple dimensions, including operational processes, performance—covering reliability, responsiveness, agility, cost, and asset management—best practices, and people. The audits also include Mystery Check evaluations and 5S activities. Furthermore, the Company has selected role model service stations to serve as benchmarks and to continuously scale up service quality improvements across the organization.

Quality Management and Product Recall

The Company has established a systematic safety and quality control system for its products and services, covering the entire supply chain from oil depots and transportation to service stations. In cases where products are found to be non-conforming, the Company issues a Nonconformity Report (NCR) to ensure proper control, segregation, and corrective actions under the strict supervision of the Quality Assurance function.

For fuel products, the Company has defined clear procedures for product quality remediation (remixing), specifying criteria and corrective methods based on the type and proportion of contamination. Product quality is re-tested and verified prior to re-use to ensure compliance with safety requirements and applicable standards.

All processes related to incident reporting, follow-up, product recall, and closure of quality issues are managed through the Kissflow system, which enables full traceability at every stage. This system supports effective quality risk management, minimizes potential impacts on consumers, and continuously reinforces confidence in product safety and quality throughout the supply chain.

Description	Unit	2025
Number of recalls issued	Times	4
Quantity of products recalled	Liters	24,531

Note: The disclosure covers fuel products sold through the retail business of the Group. Product recalls are considered only in cases where products already sold to consumers are withdrawn from the market, or when a recall is ordered by a regulatory authority.

Management Measures for Fuel Quality Issues and Service Failures

The Company has established control, corrective, and preventive measures to maintain fuel quality and ensure accuracy in service delivery, as follows:

1. Water Contamination in Fuel

The Company regularly provides training and reinforces preventive measures to avoid water ingress into fuel storage tanks among employees. These measures include routine inspections of fuel storage tanks in accordance with established checklists, as well as emergency response drills, such as flood scenarios. In addition, the Company continuously enhances employee capabilities through structured training programs under the Academy, implements station standard improvement initiatives under the PTC Role Model Project, and conducts periodic inspections of pipelines and storage tanks on a regular basis.

2. Incorrect Fuel Dispensing

The Company regularly reviews employee knowledge and operational procedures, under the supervision of station managers, alongside periodic reviews of relevant standards. Root cause investigations are conducted to identify underlying issues and determine appropriate corrective measures. In this regard, the Company has implemented the SMART EDC system to enhance accuracy control, record incidents, and support product recall processes. Relevant data is also utilized for analysis to continuously prevent recurrence.

International Standards Achieved

PTG Energy Public Company Limited and its affiliated companies operate their businesses in accordance with internationally recognized standards to strengthen corporate governance, risk management, and long-term sustainable business operations. The Group places strong emphasis on continuously enhancing its operational processes to align with globally accepted standards.

The oil depot group and the head office group have been certified under ISO 9001:2015 (Quality Management System), ISO 14001:2015 (Environmental Management System), and ISO 45001:2018 (Occupational Health and Safety Management System), covering systematic and ongoing management of quality, environmental, and occupational health and safety aspects.

PTG Logistics Company Limited, which provides domestic fuel, gas, and petroleum product handling and transportation services, has been certified under ISO 9001:2015 and ISO 39001:2012 (Road Traffic Safety Management System). These certifications support service quality enhancement alongside effective transportation safety management.

Meanwhile, Atlas Energy Public Company Limited, which operates in the distribution of liquefied petroleum gas (LPG) for household, automotive, and industrial sectors, has obtained ISO 9001:2015 and ISO 45001:2018 certifications. These reflect the Company’s commitment to delivering high-quality products and services while ensuring the safety of employees, customers, and stakeholders throughout the value chain.

ISO9001 ISO14001 ISO45001

Internal Training on Quality Management System (QMS)

The Company places strong emphasis on continuously enhancing employee capabilities in Quality Management Systems (QMS) to strengthen corporate governance, risk management, and operational improvement. Accordingly, the Company provides training programs aligned with international standards such as ISO 9001, ISO 14001, and ISO 45001, as well as Internal Audit and Lead Auditor courses, to develop employees’ knowledge, understanding, and competencies in auditing, assessment, and systematic system improvement.

In parallel, the Company has developed internal expertise in the SCOR Model to enhance supply chain management performance across all dimensions, including processes, performance, and risk management. Lifelong learning is further promoted through the LONG LEARN DO platform, which covers content on Total Quality Management (TQM), systematic problem-solving, and analytical thinking skills.

In addition, the Company provides training in Kaizen, Lean Six Sigma, Process Safety Management (PSM), Food Safety, and Workflow system usage to cultivate a culture of continuous improvement, enhance operational efficiency, and support the creation of sustainable long-term value for the organization.

Incidents of Non-compliance Related to Health and Safety Impacts of Products and Services

During the reporting period, the Company did not identify any incidents of non-compliance that resulted in significant impacts on consumer health and safety arising from the use of the Company’s products and services.

Nevertheless, the Company continues to strictly control the quality and safety of its products and services in accordance with established standards, supported by continuous monitoring, inspection, and risk management systems throughout the supply chain, in order to prevent and mitigate potential risks in the future.