Consumer Rights Protection
HL D&I Halla operates an information disclosure system for prospective buyers to support consumers’ reasonable decision-making. Key information relating to apartment sales is fully reflected in notices for prospective occupants and disclosed through the apartment website so that all consumers can access the same information.
The notices include key matters relating to residential quality, such as inter-floor noise standards, access heights for delivery vehicles, and window and finishing specifications, thereby enabling consumers to conduct a sufficient review prior to purchase.
The Company also operates housing consultation services to help general consumers more easily access information on materials and products that may otherwise be difficult to understand. For customers who have difficulty visiting in person, sales information is also provided through cyber model houses.
Key Product Information for Prospective Buyers
Basic Information
- Notices concerning the apartment complex
- Location and specifications, defect repair, insurance, move-in procedures, land, and mobile communication facilities
Price Information
- Information relating to contracts, payments, and loans
- Payment methods, contract cancellation, cancellation penalties, discounts and compensation for delayed delivery, and intermediate payment loans
Rights Information
- Information on rights related to apartment sales
- Resale of presale rights, transfer of ownership, etc.
HL D&I Halla also operates an information system for prospective occupants, continuously providing the information required from the contract stage through move-in.
Through the EFETE website, the Company discloses construction progress by site once a month, transparently sharing the status of project implementation. At the move-in stage, move-in guidance is posted on the apartment sales website and mobile application.
The application also provides detailed post-move-in information, including quality certificates, defect-liability periods, and after-sales service guidance, enabling customers to clearly identify the information they require before and after occupancy.
Key Contract and Move-in Information for Prospective Occupants
Enhancing Customer Satisfaction
Customer Satisfaction Survey
HL D&I Halla conducts mobile application-based customer satisfaction surveys after defect handling is completed and systematically manages customer experience.
The survey, in which customers participate directly, measures quality satisfaction, response speed, and service friendliness on a five-point scale. The results are analyzed by site, subcontractor, and construction activity.
Improvement requests identified through the analysis are reflected in subcontractor management and training and linked to quality improvement activities.
HL D&I Halla will continue to promote quality management and enhance customer satisfaction through a proactive feedback system based on customer opinions.
Operation of EDU PREMIUM Online Mentoring
To enhance customer satisfaction among EFETE residents, HL D&I Halla operated EDU PREMIUM, an educational program specifically designed for prospective occupants.
In 2025, the Company conducted a Seoul National University camp and online mentoring through the first EDU PREMIUM program. A total of 21 participants took part in face-to-face mentoring with Seoul National University mentors, experiential education on Fourth Industrial Revolution technologies, and special lectures for parents. These activities supported participants in enhancing their motivation to learn and exploring future career paths.
Online mentoring was provided in four three-hour sessions and focused on establishing personal values and developing future visions.
HL D&I Halla will continue to operate diverse customer-tailored programs to enhance the premium value of the EFETE brand and increase resident satisfaction.
EDU PREMIUM Seoul National University Camp
EDU PREMIUM Seoul National University Camp
Operation of a Dedicated Application for Residents
HL D&I Halla operates a dedicated application and concierge premium services for residents of the EFETE Edition at Bubal Station.
The dedicated application includes notices, community information, program applications, notifications, and other functions, enabling residents to conveniently access information related to the apartment complex.
Through the concierge premium service, residents can use a variety of residential and secretarial services. Residential services consist of everyday lifestyle services, including home-style meal delivery, grocery shopping, life care, and laundry services, thereby improving resident convenience and satisfaction.
The scope of secretarial services may vary depending on the time of apartment sales and the individual complex. However, residents may receive customized information tailored to their requests and individual needs free of charge through a dedicated resident contact number.
Key Features of the Dedicated EFETE Resident Application
Collection of Customer Feedback
Customer Complaint-Handling Process
HL D&I Halla operates systematic customer complaint-handling procedures to respond promptly and fairly when customer complaints are received.
Customer feedback and complaints are reviewed in accordance with internal standards. The responsible department analyzes the cause, prepares appropriate corrective measures, and informs the customer of the handling results.
The Company continuously analyzes reported cases and handling results to identify major causes and reflects the findings in construction standards and quality management activities to prevent recurrence. Through this management system, HL D&I Halla goes beyond simply resolving complaints and connects them to quality improvement activities.
In the event of a dispute with a consumer, the Company maintains an internal response system to ensure a fair and prompt response in accordance with applicable laws and dispute-resolution procedures. Throughout the dispute-resolution process, HL D&I Halla strives to protect customer rights and reach reasonable solutions.
HL D&I Halla Customer Service Handling Process
Voice of Customer (VoC) Handling Process
HL D&I Halla receives customer inquiries and complaints through the Voice of Customer (VoC) bulletin board on its website and uses the channel to identify improvement needs from the customer’s perspective.
Submitted complaints are reviewed for validity and forwarded to the relevant departments for prompt handling. In 2025, all valid complaints among the 260 cases received were fully resolved.
HL D&I Halla will continue to improve its customer response processes and service quality based on the results of VoC analysis.
HL D&I Halla VoC Handling Process
Receipt of Customer Complaint
Assignment to the Responsible Person and Response
Monitoring and Use in Response Measures
Voice of Customer (VoC) Handling Rate
100% Handling Rate Achieved for Three Consecutive Years
Customer Defect Management System
HL D&I Halla focuses on four key construction activities—windows, wallpapering, flooring, and tile work—to ensure finishing quality, a key determinant of customer satisfaction, and to respond promptly to defects.
The Company standardizes materials and designs to minimize construction deviations among sites and reduces quality risks arising from differences in workforce skill levels and material supply.
HL D&I Halla operates its defect management system with the goal of completing defect handling within an average of 15 days. Through the mobile-based HMAS (Halla Mobile After Service) system, customers can submit defect reports and check handling progress in real time, thereby enhancing convenience.
As a result, the Company took timely action on 88.3% of approximately 147,000 customer feedback cases received in 2025. The average handling period was 14 days, one day shorter than the target.
Customer Complaint Handling Performance
4.74% ↑
Increase in the Customer Complaint Handling Rate in 2025 Compared to 2024
Detailed Status of Consumer Feedback and Complaints in 2025
