The Dispute Resolution Mechanism of Savings and Remittances Business was established in accordance with Financial Consumer Protection Act and the Principle for Financial Service Industries to Treat Clients Fairly to treat all financial consumers in a fair and reasonable manner and protect the rights and interests of them. In addition, Chunghwa Post has set up postage-free “Customer Opinion Forms” in the customer service area and the “suggestion box” on the official website as well as the 24-hour customer service hotline, providing customers with a variety of complaints and communication channels.

To achieve financial inclusion, in terms of the hardware, Chunghwa Post offers popular and convenient financial services for postal savings and remittances, regardless of urban and rural areas, offshore islands and remote areas, providing instant, reliable and efficient services and sufficient postal facilities. Post offices are the financial institutions that provide the most financial services to people in remote areas and outer islands. In terms of software, the Company improves the services and continues to promote payment channels such as the Internet, ATMs and payment and collection by media transfer to facilitate customers’ collection and payment. In addition, we continue to cooperate with the government’s financial digitalization policy to provide the public with convenient and safe mobile payment and electronic payment services and thereby improving the quality of digital finance for the public.

The Company has long operating hours, many operating locations and the largest number of deposit accounts among financial institutions. In addition, there has been so frequent occurrence of fraud incidents in recent years, and the risk of the accounts being used as fraudulent accounts is high. Therefore, relevant measures are taken strictly to curb fraud incidents.

(1) The Company has developed measures such as strictly reviewing the account opening procedures and implementing “Know Your Customers”, setting up special counters, keeping account opener’s image files, formulating account opening SOPs and precautions, using the “Account Opening Checklist” and ID cards for verification, legal agent information verification and post-event follow-up verification.
(2) Each person is limited to 1 postal passbook account. When handling high-risk transactions, the supplementary measures are to make comparison of the customer’s previous relevant data by asking questions skillfully to strengthen the confirmation of the customer’s identity.
(3) Implement the Caring Counter Questions operations. If the customer cannot clearly indicate the reasonable purpose or use of the money, notify the police for assistance when necessary.

(1) Monitoring abnormal transactions: Set abnormal transaction indicators monitored by the system, and dedicated personnel should conduct judgement. It is suspected to be a fraud, notify the victim to report the case to the police and assist with the application for refund.
(2) The preventive measures:
1. At each post office: Posters, stand-up cards and folds are posted or placed, and “Fraud Prevention Precautions” flyers are distributed.
2. On the Website: Anti-fraud advertisements are placed in the postal savings and remittances related business section, government decree publicity section, and audiovisual area on the Company’s Official Website for the public to browse, which link to the 165 anti-fraud Website of the National Police Agency.
3. ATM: Anti-fraud advertisements are played and warning messages regarding transfer transactions are added.

In 2022, a total of 1,451 cases of financial fraud were prevented, preventing property loss of more than NT$ 585.63 million. Chunghwa Post was recognized by the Executive Yuan as the “Financial Institution with Excellent Effectiveness in Caring Counter Questions”, and a medal was also awarded to commend Chunghwa Post’s effectiveness in assisting the anti-fraud work.

To enhance the public’s understanding of new type of financial services and the concept of prudent financial management, Chunghwa Post organizes the “Campus Lectures on Financial Knowledge” and the “Community Lectures on Financial Knowledge” every year.

In order to provide universal life insurance business regardless of urban and rural areas, there were a total of 1,298 business locations nationwide by the end of 2022. Compared with other large private insurance companies, the life insurance business services are provided both in depth and breadth. The eastern region and offshore islands in particular, are also covered in its service network.
The Company conducts related business in accordance with the “Friendly Financial Service Guidelines” and provides friendly financial service measures in order to cooperate with the government to promote financial inclusion and create a friendly financial environment.