I. Objectives

In order to guarantee the benefits of cooperated agencies and the company, resolutely crack down on Non-BenFen behavior and ensure the healthy development of customer service system, we formulated awards, punishment and report mechanism for dealing with this problem.

II. Scope

All behaviors, includes cheating and inducement, that harm clients, agencies or the company’s rights.

III. Definition and Items of Non-BenFen Behavior

3.1 Defraud warranty qualification: Should have pay the repair fee according to local warranty and company policies while defraud to get warranties.

3.1.1 Expire warranty period for more than seven days or warranty ends due to artificial damages while still offer warranty services;
3.1.2 Fail to enter repair orders into the system or to record in advance or not entering the system after record for 48 hours;
3.1.3 Any machine that has multiple repairs and different purchase dates from the system record, the person concerned should have reasons and keep invoice copies; if not, it will be taken as warranty fraud;
3.1.4 Steal user protection system service (broken screen warranty, accident warranty, prolong warranty) or violate protection service rules, etc.

3.2 Repair order forgery: Enter false or unreal repair orders, forge user materials or repair information, record dead numbers which lead to callback failure.

3.2.1 Intentionally forge the repair order, increase the amount of service load and the cost of warranty;
3.2.2 Deliberately modify or forge user information and repair information to disturb callback or trick for benefits;
3.2.3 Offer false proof: for example to present false proof in appeal.

3.3 Violate spare parts rules and other property management.

3.3.1 Sell spare parts without permission;
3.3.2 Return spare parts which are disassembled from users’ handsets as warranty or bad spare parts to the company;
3.3.3 Sell repair defaulted spare parts to third party or as good ones to users;
3.3.4 Replace spare parts which are purchased from third-party for users;
3.3.5 Embezzle or sell fixed assets of the company, such as standard items, maintaining tools, etc.;
3.3.6 Customer Service Centers maintenance charge is higher than local standards;
3.3.7 Assemble handsets with spare parts from the company without permission or take components for private use.

3.4 Embezzle repair charges:

Violate the rules or embezzle repair charges.

3.5 Violate DOA/DAP rules and Renovation Policy

3.5.1 Does not deal with local DOA/DAP machines properly, cheating for profits from the company;
3.5.2 Free refurbishment for business demonstration handsets as DOA/DAP handsets;
3.5.3 Intentionally report fraud information on types or numbers of good spare parts, which are disassembled from DOA/DAP handsets;
3.5.4 Sell DOA/DAP handsets as new ones after simple refurbishment;
3.5.5 Sell or use standby handsets for private needs.

3.6 Impede the normal operation of the company

3.6.1 Withhold and intercept the salaries and bonuses of the subordinates without justifiable reasons;
3.6.2 False charges, such as hospitality, travel expenses, and overtime hours;
3.6.3 Embezzle public funds, save public funds in personal accounts, or use public funds to pay for individual costs.
3.6.4 Transfer or occupy the property of the company by using the loopholes in system or management;
3.6.5 Seek interests by bribery, deception, intimidation and other improper means.

Ⅳ. Penalties

4.1 Once violate the rules and have any behavior that against Benfen, we will make punishment as follows:
A. Circulate criticism notices in Oversea Agent system;  
B. Recuperate direct losses from related spare parts, fixed asset or handsets components;
C. Fine more than three times of the cost;
D. In serious cases, related agencies are responsible for the management, and they need to pay a fine of above 100, 000 USD or if too serious, will be disqualified of being an agency for the company;
According to the serious level, the company will conduct single case penalty or multiple cases in one time; for instance, bundle case a, b and c or a, b and d to punish at one time.

4.2 Agencies are required to punish the person concerned based on the following rules:
A. Recoup the direct loss caused by the person concerned or the agency;
B. Eliminate that month’s salary and that year’s bonus;
C. Fine more than three times of the cost;
D. Transfer to a competent judiciary authority and subject to legal prosecution;
Apart from recoup the direct losses caused by the illegal behavior, according to the serious level, agencies can punish the interested party for a single condition or multiple ones at one time.

Ⅴ. Report

5.1 Rewards for reporting: Service staff report cases in the same region or other regions, included and not limited to the above Non-Benfen behaviors, and once the reports were confirmed, informants will be rewarded with 1000 USD to 5000 USD; informants’ information will be strictly confidential.

5.2 Where to report: hellooppo@oppo.com
This document will come into force on the date of signature, and the Version 3.0 is invalid; and it will be formally implemented in the overseas regional Customer Service Centers.