台新金控

Driven by brand values of "Sincerity" and "Professionalism," Taishin not only provides a diverse range of localized and personalized customer service, but also pays close attention to customers' voice and constantly strives for innovation while delivering highly value-added services that make it the trusted smart partner.

Taishin places great emphasis on customers'interests and is persistent about service quality.It is the organization's hope to provide customers with the most comprehensive service,which is why it has implemented"Fair Treatment of Customers Policy"and"Fair Treatment of Customers Strategy"to serve as guidance for employees with respect to customer protection and service delivery,and thereby fulfill the organization's obligations toward financial consumer protection. In 2022, 327 fraud cases were effectively prevented, totaling NT$ 197,232,227.

Taishin Bank

In order to supervise the various units in executing Treating Customers Fairly Principle, Taishin Bank has set up the “Treating Customers Fairly and Consumer Advisory Committee” under the President, as well as set up working groups across units under the committee to coordinate the planning, promotion and execution of Treating Customers Fairly Principle, thereby optimizing and promoting the organizational and governance framework of Treating Customers Fairly Principle. To supervise the units’ implementation of “Treating Customers Fairly Principle” from top to bottom, the various units shall regularly report the implementation status to the committee, as well as the review items and implementation of improvement measures if there is violation of Treating Customers Fairly Principle or the Financial Consumer Protection Act.

Taishin Life

In accordance with the “Principle for Financial Service Industries to Treat Clients Fairly” by the Financial Supervisory Commission, Taishin Life establishes “Treating Customers Fairly Policy” and “Treating Customers Fairly Strategies”, and according to the regulations of “Treating Customers Fairly Strategies”, set up “Treating Customers Fairly Committee” to plan, promote and monitor the execution of Treating Customers Fairly. In principle, the Treating Customers Fairly Committee convenes quarterly meetings to regularly review the implementation status and discuss issues relating to treating customers fairly. The dedicated unit of the General Manager Office serves as the secretary of the committee, and reports the items discussed by the committee to the board of directors every quarterly, including but not limited to reviewing the business content regarding the execution of “Treating Customers Fairly Principle”, in the aim to establish specific solutions targeting areas which may violate “Treating Customers Fairly Principle”. In 2022, the Treating Customers Fairly Committee convened a total of 5 meetings, the discussion items include strengthening protection measures for elderly consumers, customer-related risk events, customers complaints topics, control measures of channels for treating customers fairly, etc. so that members of the boards are able to monitor and provide specific recommendations with regards to the specific execution items of the Company in promoting the Treating Customers Fairly Principle.

Taishin Securities

Taishin Securities’ “Treating Customers Fairly Committee” is set up under the President, with the President as the convener of the committee and chair of the meeting. It holds regular quarterly “Treating Customers Fairly Committee Meeting” and reports to the board of directors on an annual basis.

Taishin Bank - Customer complaint mechanism

Taishin Bank has established multiple channels to implement the principle of fair treatment and protection of customer complaints, so that customer feedback can be effectively communicated and processed. These channels include 24-hour customer service hotline, head office customer feedback hotline 0800-079-885, branch service feedback form, online feedback on the official website, or the feedback email of the head office, etc. Each unit of Taishin Bank has a contact window for processing customer complaints to adequately address customer complaints, resolve customer issues, and respond to customer requests. In the event that the unit is unable to reach a consensus with the customer after processing a case, or if the customer presents his or her case through an external agent, Taishin Bank will process the case through a dedicated customer complaint processing unit. The relevant procedures have been specified in level 1 and level 2 customer complaint processing manuals which provide the procedures and deadlines for processing complaints in order to protect the rights and interests of customers who have filed complaints
Taishin Bank Head Office has a unit that specializes in handling financial consumer disputes and settling customers' complaints. It adopts systematic process and tracking to ensure that customers' queries are proper addressed in a timely manner.

The unit responsible for customer complaints at the head office has set up contact persons for each unit as the bridge for communication between the head office and business units. We integrate the spirit of fair treatment into the routine operating procedures of our employees through customer complaint management mechanisms for prevention, early warning, and post-hoc improvements. Before a new product or event is launched, we review and improve the implementation of fair treatment in advance to protect customer interests. In addition, we analyze the root cause after a customer complaint, and provide recommendations for improvement to help the unit prevent the recurrence of the same complaint through training, system improvement, or process optimization.

The head office prioritizes customer satisfaction when processing complaints and aims to resolve the customer's problem once and for all. Report new customer complaints to the President on a daily basis, and the supervisors at the level of business authority and responsibility is to report the reason of occurrence and handling progress; Regularly report to the Treating Customer Fairly Committee and the board of directors regarding the increase and decrease in customer complaints, reason of occurrence, and the content and follow-up improvement tracking of the violation of treating customers fairly incidents.

Taishin Life - Customer complaint mechanism

Taishin Life has set up a customer complaint hotline 0800-015001 and customer service mailbox, tsli.service@taishinlife.com.tw, for customers to raise their opinions through phone/email. All financial consumption disputes shall be handled by the “Integrated Customer Service Center”, and upon receiving financial consumption disputes, immediately assign dedicated personnel to contact the customer to explain the situation and handling results.

Taishin Securities - Grievance system for securities customers

Taishin Securities has customer service hotline (886-2-40509799) and e-mail available to collect customers' opinions. For financial consumer disputes, the authorized unit would contact the customer to explain the situation, and notify the processing status simultaneously if the complaint involves the customer to the competent authority.

Taishin Bank is committed to providing customers with complete service experience. In response to the digital era and strengthening the protection of customers’ personal particulars, it fully adopts online survey, the most suitable method for consumers’ usage habit, to understand the satisfaction rate of personnel, product, service, process, channel, rights and interest, and marketing activities, and analyze the results, to be used as strategic reference for service quality. At the same time, pertaining to customer base with weak performance or more regression, establish mobile improvement plans, so as to make improvement and provide better service.

Taishin Life is dedicated to providing satisfying and helpful customer service, including setting up customer service hotlines, conducting random interviews for incoming calls, and providing questionnaires at the counter to gather customer satisfaction rate. There is also a customer inquiry section in the official website to instantly handle and reply to customers.

Taishin Securities provides customer service hotline 886-2-40509799 and customer service mailbox ec@tssco.com.tw on its official website, and conducts satisfaction survey targeting its customers on a yearly basis, to understand customers towards Taishin Securities’ service quality, and review and make improvements from customers’ suggestions and feedback, so that the financial services of securities can be more friendly and popular.