Post offices are the financial institutions that provide the most financial services to people in remote areas, providing comprehensive and universal financial services for everyone with the community as the center, taking care of people on the outlying islands or in remote areas as well as the disadvantaged groups. Chunghwa Post shoulders the policy mission of financial inclusion, keeps being customer demand-oriented and adheres to the core values of “excellent services” and “being trusted by all people”, and provides friendly financial services to the financially disadvantaged. As of the end of 2023, there were a total of 3,200 ATMs, including 210 ATMs with voice-activated services and 2,416 accessible ATMs to provide caring and friendly services. There were a total of 260 post offices that handle international remittance business and 288 post offices handling the business of buying and selling foreign currency banknotes and buying back traveler’s checks in US dollars, providing prompt, reliable, and efficient services and adequate postal facilities

In addition, Chunghwa Post is also dedicated to promoting friendly financial services an continues to cooperate with the government’s financial digitalization policy and promote paymen channels such as the Internet, payment and collection by media transfer, providing the public wit convenient and safe mobile payment and electronic payment services, thereby improving the digita financial quality of the public.

The Dispute Resolution Mechanism of Savings and Remittances Business and the Dispute Resolution Mechanism of Chunghwa Post Life Insurance Policyholders were 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 cooperate with the policy of caring for the economically disadvantaged and given the rapid ageing population in Taiwan, there is an urgent need for the widespread adoption of basic insurance for the elderly. Department of Life Insurance launched the Accident Microinsurance Rider and An-xin Whole Life Insurance in 2014 and 2017 respectively to assist the government in constructing a robust social safety net. In addition, revisions are made in accordance with relevant regulations of the Financial Supervisory Commission (FSC), and the insurance eligibility criteria are gradually loosened to enable more people to obtain basic coverage at lower thresholds.

The above two products are deeply trusted by the public, and the number of policies increased significantly in 2023. Chunghwa Post was Awarded the “Disability Care Award” and “Outstanding Sales Award” in the FSC sponsored “2023 Annual Microinsurance Contest” and the “Age-Friendliness Award” in the “2023 Annual Senior Citizens Insurance Contest”.

Establish a corporate culture that attaches great importance to Financial-friendly Service, and Chunghwa Post Co., Ltd.’s Compliance with Standards, Policies, and Strategies Outlined in the Banking Industry’s Financial Friendly Service Guidelines was established. Every year, educational training is organized for the directors, person in charge, senior management, supervisors, and counter staff. In addition, the supervisors and counter staff of each post office will carry out financial-friendly service drills on a regular basis.

In response to the booming development of digital technology, Chunghwa Post has been dedicated to the development of digital finance to expand electronic services channels and work with Third-party Service Providers (TSPs) to use financial technology to embed postal financial services into people’s lives and plan to launch innovative businesses so as to complete a life circle with postal digital financial services. For relevant instructions, please refer to Section 6.3 "Digital Development" of this report.
Based on the customer needs, We actively conduct integration of virtual and physical digital financial services, create a diverse and friendly financial environment, and carry out cross-field cooperation, providing multiple services including digital savings account, POST APP, electronic payment that can be linked to the postal savings account, the Postal VISA Debit Card, open banking, and digital identity authentication, embedding postal financial services into people’s life scenes, providing a life circle of postal digital financial services.

In response to the digital wave and the international trend of ESG sustainable development, Chunghwa Post took the lead in launching the very first Digital VISA Debit Card without a physical card on July 21, 2023. The digital VISA Debit Card is based on the user experience and needs and uses digital technology to optimize the application process to enable adult natural persons who have already hold postal chip debit card to make direct application on the Mobile Post Office App regardless of the limitation of time and space to immediately enjoy the safe and convenient VISA card payment service.

With the digitalization of the debit cards, Chunghwa Post promotes the popularization and innovation of digital payment. In the future, we will continue to uphold the spirit of active innovation and change and optimize digital tools and savings and remittances services to provide more diversified and more resilient digital financial services.

To enhance the service efficiency of life insurance business, starting from July 25, 2018, online reservation for insurance services, internet ATM insurance policy loan, and online application and inquiry functions of the online post office (iPost) and the Mobile Post Office service are provided. Policyholders do not need to visit the counter, and the rapid and convenient service can be enjoyed through the internet. Since the launch of the services, the cumulative number of policies purchased through the Mobile Device Insurance Service totaled 48,479 while the number of the policies purchased through the Mobile Device Insurance Service in 2023 amounted to 25,136, with the achievement rate of 125.68%.
Chunghwa Post launched the Online Insurance Business from March 21, 2022, and released the first online insurance product, Postal Simple Life Insurance e68 Fix-termed Insurance, providing insurance services that are not limited by time and space. On November 1 in the same year, the second online insurance product, YOU-E-KAO ENDOWMENT, was launched to get closer to the consumption habits of new consumers and create new value for the life insurance brand. The number of online insurance applications established amounted to 8,948 in 2023, with the achievement rate of 89.48%.