The decline in traditional mail volumes reflects a global trend driven by digital transformation. Government agencies and large-volume mail clients continue to market their products or services through digital technology channels, and customers are increasingly adopting online communication channels. Consequently, Chunghwa Post foresees a continued decline in mail-related operations. In terms of parcel logistics, however, changes in customers behavior have resulted in increased demand for store-delivery (store pickup) services. Therefore, optimization of mail operations and utilizing emerging technologies to enhance processing speed, delivery efficiency, and precision marketing through membership-based services will be a key factor in market competitiveness.

Chunghwa Post is legally mandated to provide domestic universal delivery services. We have established operating sites throughout Taiwan, and the goal is to maintain a coverage rate of more than 99%. As of the end of 2025, there are 1,285 post offices and 597 contracted agencies, offering standardized and affordable rates and nationwide services to ensure every citizen’s right to basic communication.

To meet the postal needs of the public, Chunghwa Post currently ensures that each village or neighborhood is equipped with at least one mailbox. As of the end of 2025, the total number of mailboxes amounted to 7,304. In recent years, various self-service postal machines have also been gradually installed to provide immediate, reliable, and efficient postal services.

To meet the needs of business transformation and development of logistics industry, as well as to work in line with the government’s policy of “digital nation and smart island”, Chunghwa Post has built the Chunghwa Post Logistics Park in the Second Industrial Zone at Taoyuan Airport MRT (A7 Station), integrating business flow, logistics, financial flow, and information flow, and connecting with Taipei, the financial and political center, and Hsinchu Science Park to form a logistics industry cluster effect, aiming to effectively integrate the urban consumer logistics, regional transit logistics, and international logistics, providing the public and enterprises with safe, secure, and stable cross-border logistics services.

The park covers a total area of 17.14 hectares, with the Postal Logistics Center, North Taiwan Mail Operating Center, the Postal Information Center, the Postal Operation Center (formerly Training Center), and all public facilities were completed in 2025. A “Business Service Center” was also planned (construction has been temporarily suspended). The subsequent construction work will continue to progress, with operational launch for 2026.

In response to the digital age, Chunghwa Post actively makes use of IoT technology, big data analysis and new automated mail sorting equipment to improve service quality, and has introduced handheld Personal Digital Assistant (PDA), and built a digital address database in stages. We also connect in series with the GPS communication system vehicles to achieve digitalization of mail information, automation of processing, and transparency of processes, providing the public with real-time dynamic query services for mail delivery. In addition, to assist with the development of cross-border e-commerce, the airmail import and export cargo terminal was established, while cargo-to-mail and self-operated mail transfer services are also promoted.

To cope with the diverse postal needs of the new generation of customers, Chunghwa Post integrates postal logistics, financial, and information resources to continuously promote the “iBox” service, providing 24/7 self-service mail pickup and sending service. The iBox are mainly installed in post offices, MRT stations, community buildings, and places where crowds gather to effectively extend service hours and expand their reach. To date, 2,408 iBoxe have been installed across Taiwan. The public can also pay postage using various methods such as Postal Visa Debit Card, Stored-Value Card (EasyCard, iPass and icash), iPASS MONEY, Easy Wallet, JKOPAY, icash Pay, Plus Pay, and PX Pay Plus.

In addition to hardware infrastructure, starting in March 2025, Chunghwa Post’s Door-to-Door Mail Collection System has been integrated into the EZpost website and the post office App, expanding services from contracted customers to individual users and e-commerce businesses and transforming the traditional in-person mail delivery process into an online and digital one. After becoming a member, members of the public can make an appointment via the EZpost website. The system will dispatch a postman to pick up the mail according to the delivery route, and the mail can be picked up as quickly as the same day. The mail collection information will be pushed to the post office’s official APP, which improves the transparency of the mailing process and the timeliness of the service.

The pricing for door-to-door pickup service is the same as that for sending packages at the post office counter. Pickup service is available even for a single package, and discounts are available for packages exceeding a certain quantity.

Chunghwa Post strives to improve its software and hardware integration capabilities and connects its resources of logistics, financial flow, and information flow, providing comprehensive postal services to enterprises and the general public. To promote the vision of “excellent services and being trusted by all citizens”, the “Execution Plan for Service Quality Improvement” and “Plans for Random Assessments of Public Service” have been established. Each business unit establishes the Service Quality Improvement Working Group for the formulation of strategies and methods to improve services and inspections are strengthened to reach the goal of improving service quality.

Mail delivery is the main business of Chunghwa Post, and the Company has always attached great importance to the quality of mail delivery. The Complete Delivery Rate is the comprehensive calculation of ratio of registered mail, parcels and express mail delivered by the delivery unit to the mail address, serving as the service indicator. In 2025, the complete delivery rate of special mail was 99.18%.

To ensure that our customers can contact us to get timely assistance, Chunghwa Post provides multiple business consultation channels, including counter, telephone, video call, customer suggestion mailbox (Email), customer comment form, online intelligent customer service (including online text and real-person text customer services), and so on. In addition, there is also a customer service center to handle customer inquiries, applications, suggestions, complaints, compliments, and business opportunity notifications, serving as a bridge for communication with customers. In 2025, there were 23 customer complaints in total, covering categories such as unanswered calls due to busy line, service quality concerns, inappropriate responses, and inadequate business knowledge. Chunghwa Post carries out reviews of the cases by category and regularly tracks the effectiveness of improvements to reduce the recurrence of similar cases.
The customer service center conducts monthly customer satisfaction survey for analysis and evaluation. For the unsatisfied part, relevant units will be notified for improvement. Based on the average score of 4.53 points of the customer satisfaction in 2017, the satisfaction increased to 4.84 points in 2025, meeting the target of the short-term goal.

To improve overall service quality and enhance the convenience of communication channels, an intelligent text-based customer service system was launched on February 23, 2021. In 2025, the intelligent text-based customer service platform was used an average of 66,468 times per month, with an average satisfaction rate of 83.16%.