Sustainability
- ESG
- Environmental
- Governance
Customers at the Center of Everything We Do
At Kia, we value your opinion, understand your needs, and provide the highest value and experience based on trust-based communication.
Step 1Sales Contract
Accept the rules on arbitration Sign the contract after the explanation of the definition effects and important details of the arbitration
Step 2Warranty Repair
Major defects – once,
General defects - twice
Step 3Defect Recurrence
The same symptom occurred after repair
(Major defects second recurrence/ General defects: third recurrence)
Step 4Notification of defect recurrence
Enforcement Rule of the Motor Vehicle Management Act
Step 5Defect Recurrence Report
Customer Center
Step 6Vehicle Repair
Service Network
Step 7Defect Recurrence
The same symptom recurs despite the repair carried out upon receiving the recurrence report (Major defects third recurrence / General defects: fourth recurrence)
Step 8Arbitration Request
Follow the arbitral award process
Arbitration for Replacement or Refund
Step 1VOC
Inquiries or complaints
Step 2Collect complaint
Online/offline channels - customer centers, corporate websites, mobile channels
Step 3Quick response
1. Ask for solution
2. Respond to customers
3. Communicate the request results
Step 4Solved
Take action required by the customer and reflect it into the business policy
Customer Service Process
Product and Service Safety Programs
Internal Product Safety/Quality Assessment
Kia's all domestic and overseas plants(including CKD) conduct internal quality evaluations for all produced vehicles to secure high-quality. Internal quality evaluations consist of 4 categories, standing test, driving test, watertightness test, underside inspection. All evaluation is conducted in each stage of production, such as body, painting, assembly, shipment, and Key checkpoints and defect types are standardized for precise testing.
Body
Gap & Flush / Welding etc.
Paint
Contamination / Gloss etc.
Assembly
Part condition / tightening etc.
Driving
Comfort / Noise / Break / Electronic equipment etc
Protection of customer privacy
Kia implements a information security system to prevent the leakage of assets, such as company confidential information and intellectual property. Kia operates an information security management system in accordance with the International Organization for Standardization (ISO) guidelines, We also strive to safely manage customers’ personal information.
Require the Chief Information Security Officer(CISO)/Chief Privacy Officer(CPO) to have experience in information security and personal information protection for appointment
Establish a company-wide information security and personal information protection organization by forming an information security committee for security personnel in each sector and train them on security-related issues and trends on a regular basis
