Chunghwa Post bases on the privatization principle to provide universal, fair, and reasonable postal services to facilitate sound development of the postal business and to enhance the well-being of all citizens. The core value is to provide customeroriented, honest, and efficient services. In the face of the wave of technological and digital transformation, Chunghwa Post has to continue the innovation of service content, improvement of customer satisfaction, and protection of customer privacy, moving toward digitalization and intelligentization so as to reach the strategic vision of being “A postal service company that provides excellent services and is trusted by the people”.

Customer Health and Safety (GRI 416)
Marketing and Labeling (GRI 417)
Customer Satisfaction (Custom topic)
Complete Delivery Rate (Custom topic)
Innovative Services (Custom topic)

●Provide customer-oriented, honest and efficient services
●A postal service company that provides excellent services and is trusted by the people.
●Develop smart logistics and digital finance, provide universal and high-quality service in postal, savings and life insurance operations
●Make good use of digital technology, strengthen innovation capability, improve business physique, and enhance competitiveness
●Continue to expand cross-strait postal and remittance business to provide convenience services to the public

●Board of Directors
●Department of Mail Business & Operation
●Department of Savings and Remittances
●Department of Life Insurance
●Department of Philately
●E-commerce Office
●Strategic Planning Committee
●Digital Development Committee
●Service Quality Improvement Team

●Four Postal Acts
●Four-year Development Plan for Postal Business
●Execution Plan for Service Quality Improvement
●Financial Consumer Protection Act
●Principle for Financial Service Industries to Treat Clients Fairly
●Dispute Resolution Mechanism of Savings and Remittances Business
●Complaint Management and Handling Procedure
●Internal Management Review Procedure for Customer Satisfaction
●Postal Staff Training of BIF (Business Information Framework)
●Operation Directions for Financial Institutions Using Emerging Technologies
●Key Points for Postal Agency Business Promotion
●Epidemic Prevention Regulations for Mail Collection for Home Quarantine or Home Isolation
●Key points for the System and Procedures for the Solicitation and Processing of Postal Simple Life Insurance Business

●Established the PostMall Platform
●Established the Smart Postal Logistics Park
●Established smart logistics box (iBox)
●Launched the Post App
●Cooperated with the government’s policy to revitalize economy and stimulate consumption and provided the services of issuing and redeeming paper-based Quintuple Stimulus Vouchers as well as the services of exchanging the stimulus vouchers for Taoyuan Coupons
●Established the digital post office
●Provided MyData services
●Established and launched the intelligent customer service system
●Introduced the PDA signature service
●Chunghwa Post Service Customer Satisfaction Survey
●Random inspection of products for agency services every quarter

●Customer suggestion box and customer service hotline
●24-hour customer service hotline: 0800-700-365
●At each post office, there are “Customer Opinion Forms” with free return postage for customers to express their opinions