Chunghwa Post shoulders the policy mission of financial inclusion, and continues to keep being customer demand-oriented and adhere to the core values of “excellent services” and “being trusted by all people”, and provide friendly financial services. We make good use of the advantages of the presence of operating sites across Taiwan covering outlying islands and remote areas to provide comprehensive and universal financial services centered on the community, and care for the financially disadvantaged. As of the end of 2025, a total of 3,180 ATMs (Automated Teller Machine) had been installed.

In addition, in line with the government’s public welfare policy, depositors with disabilities are offered the benefit of waiving the transaction fee for three ATM cross-bank withdrawals per month. As of the end of December 2025, a total of 6,216 households have applied for this benefit.

To meet customers’ demand for digital finance, Chunghwa Post actively conducts the integration of virtual and reality services, expands electronic services channels and works with Third-party Service Providers (TSPs) to use financial technology to embed postal financial services into customer’s lives, creates a diverse and friendly financial environment, and carries out cross-field cooperation, providing multiple services including digital savings account, Mobile Post Office App, electronic payment that can be linked to the postal savings account, Mobile payment , the Postal Physical VISA Debit Card , open banking, and digital identity authentication. We also actively plan the launch of innovative business to provide a life circle of postal digital financial services.

We continue to optimize our Official Website and Mobile Post Office App, utilize digital technology to improve operational processes and service measures, shorten customer wait time at counters, expedite claims processing, and improve policyholder services such as payment/other important rights notices, to improve customer satisfaction.

The mobile insurance application service for the life insurance business was launched in 2018. Policyholders are not required to visit a counter and can enjoy fast and convenient services, including online appointment-based insurance applications, Internet ATM policy loans, and online application and inquiry functions through the Internet Post Office and Mobile Post Office. Since the launch of the service, the cumulative number of mobile insurance applications has reached 136,818. The online insurance business was launched in 2022, along with the release of the first online insurance product, “Postal Simple Life Insurance e68 Term Life Insurance.” In 2024, “Postal Simple Life Insurance Xin e88 Insurance” was launched to provide insurance application services free from time and location constraints. Since the launch of the service, cumulative online insurance applications have reached 37,762.In 2025, the insurance salespersons became more familiar with the mobile insurance application process, and public acceptance of using tablets as a replacement for paper documents has also been increasing. In addition, the Company also launched several incentive programs to encourage digital transformation and drive growth in the number of transaction volumes.

To uphold and implement financial customer protection, Chunghwa Post complies with applicable laws and regulations governing the financial and insurance services industry, and has established the Chunghwa Post Dispute Resolution Mechanism of Savings and Remittances Business and 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 implement the principles of the Convention on the Rights of Persons with Disabilities (CRPD), Chunghwa Post has established a corporate culture that values friendly financial service and formulated Chunghwa Post Policy and Strategy for Compliance with the Guidelines on Financial Friendly Services for the Banking Industry. Every year, Chunghwa Post provides education and training programs to its directors, responsible persons, senior management, supervisors, and frontline staff of each post office. The head of each post office and the frontline staff also regularly conduct accessible financial service drills, including simulated customer interactions with persons with disabilities. Audits, reviews, and corrective actions in relation to the implementation of friendly financial services are reported to the board of directors to ensure that persons with disabilities and minority groups are able to participate fully and equally in society.

To facilitate customers’ access to information on and use of our friendly financial services and accessibility facilities, relevant announcements and information are updated annually in the “Friendly Financial Services” Section of our official website.

In alignment with the government’s policies designed to support economically vulnerable families, Chunghwa Post assists in the collection of deposits for the Children Future Education and Development Account through over-the-counter collection and account transfer services. Through a joint savings mechanism between the government and families, the Children Future Education and Development Account can be accumulated. In 2025, the number of cases to be collected amounted to 190,295.