The Group has incorporated the spirit of fair treatment of customers into its corporate culture and implemented the“ Principle for Financial Service Industries to Treat Clients Fairly” set by the FSC. Yuanta Securities is committed to caring for its customers and has been recognized by the authorities as one of the top 20% in the assessment of the fair treatment principle in 2021. In order to incorporate the fair treatment principle into our core business, each of our five subsidiaries has established a dedicated unit, with the president as the convener, to hold regular meetings to plan, review and promote the fair treatment principle and product review, and to report the implementation status to the board of directors to strengthen the implementation from the top down. We also assist departments in the implementation of the "Fair Customer Treatment Policy" and incorporate internal compliance and codes of conduct into our education and training programs, as well as into our internal control and auditing programs. There were no breaches of customer privacy in 2021.
|Customer Satisfaction Survey||2018(%)||2019(%)||2020(%)||2021(%)||2021 Goal(%)|
|Yuanta Securities(Note 1)||99.03||97.91||98.59||98.87||96.50|
|Yuanta Bank(Note 2)||88.26||97.49||98.52||98.96||92.00|
|Yuanta Life(Note 3)||97.00||97.87||97.76||97.40||90.00|
|Subsidiary Weighted Results(Note 4)||96.37||97.72||98.08||98.19||93.00|
|Data Coverage Rate(Note 5)||97.00||98.00||98.00||100.00||－|
The subsidiaries of Yuanta Financial Holdings have established regulations and management practices in line with the “Personal Data Protection Act” and regulations from the competent authorities to protect the privacy of customers and investors. Each subsidiary handles and collects customer information in accordance with the Personal Data Protection Act, and informs on issues that it is required to notify to ensure that personal information is properly collected, processed and used.
Yuanta Securities’ “Personal Data Protection Implementation Team＂is tasked with formulating personal information protection regulations governing the collection, processing, and use of personal information. Each year, a personal information safety breach contingency drill is held to ensure our ability to respond to any potential personal information issues. We also hold an annual personal information protection management review to ensure personal information protection policies are implemented properly. This year, Yuanta Securities and Yuanta Bank completed the revalidation of the BS 10012:2017 Personal Information Management System (PIMS) international standard, and Yuanta Life completed the renewal of the certification. Yuanta Funds and Yuanta Futures continue to maintain the PIMS and are expected to be first certified in May 2022. There were no breaches of customer privacy in 2021.
Yuanta subsidiaries have set up various open channels including their own corporate website, customer service hotline, and web-based email for customers to use to request for consultation and reflect their needs at any time. Customers can file a consumer dispute complaint by telephone, visiting a branch office, letters, faxes, e-mails, or raise it with the competent authorities or other channels. We have also set up rules including regulations governing the internal control system and customer complaint handling process, to efficiently track and make improvements on issues, aiming to provide best service and rights protection for our customers.
The number of customer complaints received by the Group in the year was 759, of which about 560 were from the Financial Ombudsman Institution or the competent authority, and about 199 were through the internal channel. The overall number of cases decreased compared to 2020. Upon receipt of a customer complaint, each subsidiary immediately notifies the relevant unit to handle the case and replies to the complainant, Yuanta Financial Holdings or the competent authority to keep track of the status and progress of the case. The Company and its subsidiaries have established strict complaint handling procedures in accordance with the regulations of their respective industries in order to properly handle and respond to each complaint case. We also enhance the education and training of our employees and raise their professional ability to provide assistance to our customers to avoid the reoccurrence of customer complaints.
In order to establish a customer-oriented, consistent, systematic and responsive complaint handling process, Yuanta Securities and Yuanta Bank both obtained renewed certification of ISO 10002 Customer Satisfaction and Complaints Handling this year to establish an international standard customer complaint handling system. In addition, Yuanta Life and Yuanta Futures also obtained ISO 10002 certification this year, and are expected to be certified once a year to gain customer loyalty and recognition.