To continuously improve service quality and implement the principle of Treating Customers Fairly (TCF), Chunghwa Post actively strengthens customer satisfaction management and complaint handling mechanisms. Postal Life Insurance has successfully passed the British Standards Institution (BSI) certification for ISO 10002：2018 Complaint Handling Management System, showing Postal Life Insurance’s achievements in aligning with international standards in customer service and rights protection. On December 29, 2025, the Associate Vice President represented Chunghwa Post to receive the certificate issued by the BSI Taiwan, marking a significant milestone for Postal Life Insurance in its customer handling management system.

In the face of a diversified financial services environment, Chunghwa Post has always valued customer feedback and continuously established standardized processes for handling customer opinions, complaints, and follow-up improvements, ensuring that customer concerns are properly addressed while continuously enhancing service quality. Through the introduction of the ISO 10002 management system, Chunghwa post makes comprehensive review, optimizes all service processes of postal life insurance business, and clearly defines the mechanisms for receiving, investigating, responding to, and improving complaint cases. At the same time, the education and training and the internal auditing systems help strengthen our employees’ service awareness and problem-solving capabilities to ensure that every customer opinion is handled properly in a fair, timely, and consistent manner.

The certification by BSI not only signifies international recognition of customer handling and service quality management systems in life insurance business, but also underscores Chunghwa Post’s strong commitment to customer rights protection and the principles of treating customers fairly. We will continue to improve customer satisfaction management and service quality, adhering to the concept of “Postal Life Insurance, Your Top Choice” to provide the public with more considerate, secure, and trustworthy insurance services.