Key Stakeholders: Shareholders/ Customers and Consumers/ Government and Civil Society Sectors
As consumer health and safety are of utmost importance, Mitr Phol is committed to maintaining high standards and continuously improving its production processes to ensure product quality and safety, while developing products that meet diverse consumer needs. The Company has established clear, relevant policies to guide its operations throughout the production process. In addition, the Company continues to enhance its sales and communication channels, including online platforms, and employs customer relationship management tools to collect and analyze relevant data. These insights support the development of products that better meet customer and consumer needs, create opportunities for market and sales growth, and build and maintain sustainable customer relationships.
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Target
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Performance
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|---|---|---|
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Net Promoter Score (NPS) in the sugar business
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Greater than or equal to
82% |
83.08%
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Mitr Phol adheres to a Quality and Food Safety Policy, alongside the continuous development of its quality management system, to ensure product safety, quality, and meet customer expectations. The Company has established a Quality Assurance unit responsible for managing, developing, overseeing, and monitoring its food quality and safety management system to comply with legal requirements, international standards, and specific customer requirements, ensuring that every stage of the production process aligns with food quality and safety principles. Additionally, the Company is regularly audited by independent external organizations and has obtained internationally recognized certifications including;
In addition, Mitr Phol has obtained global certifications for sustainable sugarcane and sugar production, including Bonsucro and the VIVE Sustainable Supply Programme. The Company has also sought certification for product-related environmental management standards, such as the international standard for environmental management systems (ISO 14001), Carbon Footprint of Product (CFP), and Carbon Footprint Reduction (CFR), reflecting the commitment to reducing environmental impact and promoting responsible production practices. This commitment demonstrates Mitr Phol’s determination to continuously enhance food quality and safety, thereby fostering greater confidence among customers, consumers, and all stakeholder groups.
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Indicator
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2022
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2023
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2024
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2025
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2025 Target
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Percentage of the Company's production certified by an independent third party to internationally recognized food safety management system standards. (%)
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100
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100
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100
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100
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100
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Mitr Phol strives for excellence as a producer and supplier of high-quality sugar to customers and consumers,
by integrating digital technology into quality management throughout the product lifecycle. For example,
the Company has applied artificial intelligence (AI) and robotics in quality control and inspection processes, including contaminant detection and sugar crystal size analysis, which helps reduce human error, overtime costs, and inspection time, while minimize sales opportunities loss arising from claims on non-compliant products. In addition, this technology has reduced sugar loss from quality-analysis sampling up to 10 times, resulting in greater production efficiency and strengthening customer confidence.
Whenever a product is found or reported to pose risks to quality or consumer safety, the company will carry out a product recall in accordance with theRecall of Non-Quality Products which outlines systematic steps as shown in the diagram and rehearsed annually to ensure the effective recall of any non-compliant product. The Quality Assurance unit is responsible for reviewing and analyzing the root cause, implementing corrective and preventive actions to avoid recurrence. This process covers all stages, from raw materials, manufacturing, and storage to final product delivery. In 2025, there were no incidents related to quality or consumer safety, and no product recalls occurred.
Mitr Phol Group has established multiple communication channels to enable customers, consumers, and other stakeholder groups to transparently raise concerns, submit complaints, and provide feedback. The information received is used to address issues and drive continuous improvement.
The Company has established procedures for handling complaints and is regularly audited by independent external organizations. The Company has also obtained international quality certifications such as ISO 9001 and FSSC 22000. The Company's complaint handling process is as follows:
Feedback and complaints regarding products and services are reviewed monthly and incorporated into the planning for product and service development to improve quality for example, developing processes to reduce the moisture content of sugar in order to reduce the likelihood of sugar caking during storage and transportation. In addition, Mitr Phol is focused on developing its products, as well as sales and communication plans for products that are comprehensive and accessible to all customer groups, including customers with special needs.
Health awareness and advancements in science and technology are key driving on development of health and nutrition products that respond to changing consumer needs, while supporting society with greater access to healthy choices by indicating recommended serving portions on the product label for certain categories, such as Low Cal Sugar Blend. The Company also communicates nutritional knowledge, as well as communicating appropriate consumption amounts through various communication channels, to support balanced consumption.
Mitr Phol Sugarcane Research Center Co., Ltd., a subsidiary of Mitr Phol Group, has been conducting research and development in sugar products and high-value products from sugarcane and sugar for health, while established a Research and Development Advisory Committee to overseeing research plans, exploring new business opportunities, transferring technology, and fostering collaboration with national and international organizations and research institutes. The aim is to ensure that investment in research and product development enhances the nutritional value of products while maintaining affordability and accessibility for consumers in accordance with health and nutrition criteria under “Mitr Phol Health Star Rating System”. Mitr Phol has continuously developed health products as follows:
The company has set a target to develop at least 2 health and nutrition products per year in line with the health and nutrition criteria under the Mitr Phol Health Star Rating system and continuous progress monitoring. In 2025, the company developed 2 new products, namely Natural Cane Sugar – Low GI and Fiber Up, to support nutritional choices and respond to consumer health trends.
To support healthy eating and address consumers' health and nutrition needs, Mitr Phol has developed a health and nutrition guideline known as the Mitr Phol Health Star Rating System. This applies nutritional evaluation criteria based on the announcements of the Food and Drug Administration (FDA), and international nutrition standards to define key indicators used in evaluating the nutritional profile of products, ensuring consistency and appropriateness for the Company’s business. The evaluation is conducted through a Nutrition Profiling System with the following steps:
Quality and Food Safety Policy
