國泰世華銀行 | 企業永續

Dedicated to Implementing the Treating Customers Fairly Principle

The Board of Directors serves as the highest decision-making and oversight body for the "TCF Policy Guidelines." The President is the committee chairperson and senior managers are members of the Treating Customers Fairly Committee. The Committee collaborates across departments in sales management, quality control and system development and report status to the Board of Directors every six month in order to improve continuously. The Board of Directors and the Audit Committee regularly review reports on customer complaints, compliance with laws and implementation of fair customer service, to ensure being effectively supervised.

Corresponding to SDGs
Specific Performance	Conduct training on the principle of fair customer treatment. Reduce customer complaints this year through the customer complaint reduction plan. Customer service center scored 61.1 points in Transactional Net Promoter Score (tNPS) (reference standard is 60 points). CUBE APP scored 42.9 points in NPS (reference standard is 30 points).
Management Assessment Mechanisms	Reporting to the Board of Directors every six months on the implementation of the Fair Customer Treatment Policy, and quarterly reporting review and improvement of complaint cases to the Board. Directors and senior management lead the "Service Quality Team," introducing FinTech to enhance customer service quality. Implement a digital platform NPS customer feedback collection mechanism to better align with customer needs.
Optimization Measures	Continuously update the implementation of the Fair Customer Treatment Policy, digital financial service processes, and privacy protection policies to comply with legal changes and adapt to the latest technological advancements. This ensures the organization's commitment to safeguarding customer rights and interests. Utilize technology to develop inclusive digital financial products and services, catering to a diverse customer base. Enhance digital platforms and optimize smart assistant functionalities to deliver high-quality financial services, thereby expanding accessibility and affordability of financial services for all.

Sharing Wholeheartedly, Touching Sincerely, and Caring Attentively

CUB proactively manages customer feedback from the perspective of consumer rights. By systematically optimizing and adjusting consumer service processes, we ensure the maintenance of excellent customer experiences, reflecting the Bank's commitment to continuously enhancing customer satisfaction.

Dedicated Department	Financial Services Department
Channels for Complaint Submission	The Financial Services Department is dedicated to handling complaints. We have set up a 24-hour customer service hotline at (02) 2383-1000 or toll-free at 0800-818-001 for inquiries. Additionally, we provide various other channels for complaints, including service emails on our official website, intelligent customer service, branch offices, and written correspondence. We continuously enhance our intelligent services, integrating online and offline channels to improve operational efficiency and provide customers with a comprehensive 360-degree financial service experience. Customers are encouraged to utilize any of the aforementioned channels to provide feedback or share their thoughts.
Number of Complaints Received	In 2023, there were a total of 1,699 complaints filed.
Handling Mechanism	Cases are classified according to severity, and relevant business units are notified to enhance processing efficiency. Senior executives convene the "Consumer Dispute Review Committee" to effectively handle customer dispute cases. Educational training is conducted for common, recurring, or significant compliance cases to reinforce compliance with operational and sales standards among colleagues. Pain points in products or processes are reviewed to provide recommendations for root cause improvements, reducing the occurrence of customer disputes and enhancing service quality.
Status of Handling	For cases filed with the Financial Supervisory Commission's Banking Bureau's Public and Financial Ombudsman Institution,' they are typically processed within an average of 15 business days. As for dispute cases, they are typically resolved within an average of 39 business days, with agreements reached with customers to conclude the process.
Improvement Measures	Expand the functionality of the AI assistant, "A Fa ( 阿發 )," continuously adding self-service applications to create personalized digital services, with the aim of enhancing service processing efficiency. Present to the Board of Directors every six months the implementation status of the fair customer treatment principles, and report to the Board quarterly to track complaint cases and review improvement measures, ensuring the fair treatment of customers from top to bottom.
Industry Performance	In 2022, the Bank ranked first in the number of public petition cases among all banks. However, in 2023, we initiated a customer complaint reduction plan, resulting in a decrease in the number of cases. By the third quarter of 2023, our ranking in the number of cases dropped to fifth place.

Fulfill CUB's mission of Safeguarding Clients Rights

CUB places great importance on the protection of customers' personal information and privacy. We set up a "Personal Information Management Committee" responsible for supervising matters related to the personal information protection mechanism

Rules and Regulations for the Mutual Use of Customer Information Among Subsidiaries within the Group	Each subsidiary within the Group adheres to the "Financial Holding Company Act," "Personal Data Protection Act," " Rules Concerning Cross-Selling by Financial Holding Company Subsidiaries," and other relevant legal provisions for the collection, processing, storage, integration, and use of customer Information. It is declared that subsidiaries involved in customer information undertake strict confidentiality measures when conducting related business and utilize the Information in accordance with legal requirements.
Incident Response Procedure	The Bank has established an "Emergency Response Procedure for Personal Data Breaches" along with a drill mechanism. Through regular drills, the Bank aims to enhance employees' response and protection capabilities to prevent incidents from impacting the Bank and minimize harm to the parties involved. Simultaneously, these drills verify the effectiveness of internal procedures, identifying any inadequacies in personal Information protection measures and continuously improving relevant safeguards. Additionally, the Bank conducts annual Information protection training sessions for all employees to strengthen their awareness and reduce the occurrence of Information breaches.
Audit Mechanism	Every year, The Bank undergoes third-party audits and verifications using the "BSI10012:2017 Personal Information Management System" and accounting firm projects for personal Information protection, anti-money laundering, and counter-terrorism financing mechanisms. These audits are conducted to ensure the effectiveness of personal Information protection measures.
Privacy Breach Incidents Involving Customers	In 2023, there were a total of 5 incidents of bank information leaks, including both customer complaint cases and cases of penalties announced by the Financial Supervisory Commission. The latter incurred a fine of 125,000 dollars for violating the Personal Information Protection Act. The number of affected customers due to these incidents was 40.

Service Quality and Customer Rights

Cathay United Bank Sustainability Report 2023