Individual customers
| - Customer Rights and Services
- Ethical Management
- Corporate Governance
- Information security management
- Operating Environment Management
| - Irregular official website information disclosure
- Irregular customer service hotline
- Irregular customer compliant hotline
- Irregular LINE mobile customer service
| - In 2023, a total of 232,706 inquiries were made by telephone. The average customer call processing time was 3.1 minutes, a 24.3% improvement in processing efficiency compared to 2022 (4.1 minutes).
- 42% of customers used the LINE online customer service channel, with an average of 10,294 inquiries per month, 44% of which were resolved through automated responses to FAQs.
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Corporate Customers
| - Customer Rights and Services
- Ethical Management
- Corporate Governance
- Talent development and benefits
- Operating Environment Management
| - Irregular official website information disclosure
- Irregular customer service hotline
- Irregular customer compliant hotline
- Irregular LINE mobile customer service
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Shareholders
| - Operation performance
- Operating Environment Management
- Customer Rights and Services
- Corporate Governance
- Talent development and benefits
| - Annual shareholders' meeting
- Regular publication of financial statements/annual reports/ESG reports
- Irregular investor conferences
- Announce material information from time to time in accordance with the regulations of the competent authorities
- Irregular official website information disclosure
| - The annual shareholders' meeting was held on May 31 to report the operating status and dividend policy to shareholders.
- Disclose operation status at quarterly investor conferences
- For details of real-time disclosure of important financial and business information of the Company , please visit the "Quarterly Financial Statements" section of the Company's website.
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Suppliers
| - Ethical Management
- Operating Environment Management
- Talent development and benefits
- Corporate Governance
- Human rights and labor-employment relations
| - Supplier classification mechanism
- Signing of supplier commitments
| - Establish a supplier classification mechanism
- All projects are carried out in accordance with the "Supplier Management Policy," and the signing rate of the supplier undertaking reached 100%.
- Suppliers’ data is kept on file
- Five suppliers jointly responded to ESG actions in 2023
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Employees
| - Talent development and benefits
- Human rights and labor-employment relations
- Ethical Management
- Corporate Governance
- Operating Environment Management
| - Announcement of benefits and employee education and training on job banks and the internal website
- Employee grievance mailbox available on the intranet
- Employee satisfaction survey is conducted annually.
- Education and training courses
- Job seekers are required to sign a personal data protection consent form.
| - The average amount of welfare payment per person was more than NT$ 53,000
- Job seekers are required to sign a personal data protection consent form; each employee should sign the employee regulation statement on the first day of work.
- The response rate of employee satisfaction is 100%, with a total score of 5 and an overall average of 4.36. 91.6% of the employees are satisfied or very satisfied with the Company's overall performance.
- Up to 1,091 employees took ESG education and training courses for a total of 545.5 hours.
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Government agencies and competent authorities
| - Corporate Governance
- Ethical Management
- Information security management
- Customer Rights and Services
- Operating Environment Management
| - Irregular legal audits
- Irregular promotional education meetings with competent authorities
| - All directors comply with the "Directions for the Implementation of Continuing Education for Directors and Supervisors of TWSE Listed and TPEx Listed Companies"
- We make promotions to employees from time to time to incorporate the concepts of ethical corporate management and legal compliance into our daily work. In 2023, a total of 7 ethical corporate management courses were organized, with an average of 996 employees completing each course, accumulating 4,512.5 hours of training.
- Thoroughly implement risk management and control, strengthen legal compliance and compliance capabilities
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Banks
| - Ethical Management
- Corporate Governance
- Operating Environment Management
- Human rights and labor-employment relations
- Talent development and benefits
| - Announce material information from time to time in accordance with the regulations of the competent authorities
- Regular publication of financial statements/annual reports/ESG reports
- Irregular official website information disclosure
| - Received "twAA-" credit rating for long term issues from Taiwan Ratings for 17 consecutive years
- Received "BBB" credit rating for long-term issues from Standard & Poor's
- Financial reports are released on a quarterly basis. For details, please refer to the"Quarterly financial statements " section of the website.
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Non-profit groups
| - Ethical Management
- Corporate Governance
- Operating Environment Management
- Talent development and benefits
- Human rights and labor-employment relations
| - Festival Gift Purchasing
- Volunteer Activities
- Scooter road safety awareness raising
| - The number of volunteer participants reached 2,861, and the number of hours reached 12,626.5.
- Subscribed to Dragon Boat Festival gift boxes from Shelter Factory as employee gift boxes for New Year's Day, amounting to $1.11 million.
- We have participated in the Food Bank Program of Andrew Association for 4 consecutive years. From 2020 to 2023, a total of 630 volunteers donated $3.3 million, benefiting a total of 3,200 families.
- We worked with the Highway Bureau, MOTC to promote the "Motorcycle Road Safety Promotion Program" in three phases.
1. Motorcycle driving training subsidy
2. Motorcycle road safety video competition
3. Zero violation challenge
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