Page 84 - CHINA TELECOMMUNICATIONS CORPORATION LIMITED'S

Responsibility to Customers 2017 2018 2019
Number of mobile subscribers (million) 250.0 303.0 335.6

Among which: 4G subscribers (million) 182.0 242.4 281.2

5G subscribers (million) —— —— 4.6
Number of users of landline phones (million) 126.6 121.3 115.6

Number of wired broadband users (million) 153.5 169.8 178.8
Among which: FTTH/O users (million) 140.8 157.4 167.3

Connection number of IoT (million) 44.3 106.9 157.4
Number of IPTV subscribers (million) 97.5 121.4 130.0

Number of registered BestPay users (million) 431 609 774

Number of customer complaints (piece) ① —— —— 11,944
Customer complaint rate (person-time/million users) ① —— —— 20.9

Degree of satisfaction of mobile Internet users (points) 76.4 78.9 81.9
Degree of satisfaction of mobile voice users (points) 80.9 83.8 82.7

Degree of satisfaction of fixed Internet access (points) 75.0 79.9 79.5
Degree of satisfaction of landline voice users (points) 79.4 85.0 87.6

Responsibility to Employees 2017 2018 2019
Percentage of employees participating in trade unions (%) 99.5 99.7 100

Number of grass-roots trade union organizations 2,543 2,605 1,965
Ratio of male to female employees (male : female) 2.2①1 2.2①1 2.2①1

Percentage of ethnic minority employees (%) 4.9 5.1 5.3

Percentage of female managers (%) 20.0 19.6 20.0
Coverage of health and safety training (%) 96 98 98

Work-related injury and death (person) 1 1 0
Per capita training time (hour/person) 22.3 25.1 29.8

Employee turnover rate (%) 4.4 4.1 3.7
Funding for care (RMB10,000) 9,002 9,875 14,158

82 China Telecom