Page 84 - CHINA TELECOMMUNICATIONS CORPORATION LIMITED'S
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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










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