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 Financial Supervisory Commission (FSC). The Group's subsidiaries, including Yuanta Securities, Yuanta Bank, Yuanta Life, and Yuanta Futures, have all been recognized among the top 25% in the 2024 Fair Customer Treatment Evaluation.
To uphold the principle of fair treatment of customers in our daily operations, we also assist departments in the implementation of the "Fair Customer Treatment Policy", The Group incorporates internal compliance regulations and codes of conduct into its educational training programs, as well as into our internal control and auditing programs.
Each of the five subsidiaries of the Group has set up a dedicated unit to ensure fair customer treatment, which are responsible for promoting the Fair Customer Treatment Plan and reporting the implementation status to the Board of Directors. These units stay in contact with their clients via the customer service telephone line, email, online customer service channel, and client satisfaction survey.
The Company and its subsidiaries have established strict grievance handling procedures in accordance with the regulations of their respective industries. When receiving complaints from customers, they will classify the complaints according to their nature and immediately notify relevant units to deal with them while reporting to the complainants, Yuanta Financial Holdings, or the competent authority to accurately understand the situation and handling progress. Concurrently, they strengthen the education and training of colleagues and improve their professional capabilities, as well as trying their best to assist customers in response to their demands.
The Group incorporates internal compliance regulations and codes of conduct into its educational training programs, as well as into our internal control and auditing programs. It has been observed that, in recent years, younger customer segments have gradually become an important source of clients. The Group adheres to the Fair Customer Treatment Principle. Before establishing contracts or providing financial products or services, the Group will attempt to understand about the young clients to the fullest extent, ensuring the suitability of financial products and services for the young community while confirming their appropriateness through multiple verifications to maintain information parity and transparency.
Customer Satisfaction
Customer Satisfaction Survey
2021(%)
2022(%)
2023(%)
2024(%)
2024 Goal(%)
Yuanta Securities
98.87
99.43
99.40
99.16
97.50
Yuanta Bank
98.96
99.02
98.88
99.07
95.00
Yuanta Life
97.40
98.82
99.96
98.78
92.50
Yuanta Funds
97.90
98.01
97.60
99.61
95.80
Yuanta Futures
97.16
98.12
97.63
98.28
96.00
Subsidiary Weighted Results*Note1
98.19
98.98
99.40
99.01
95.12
Data Coverage Rate*Note2
100.00
100.00
100.00
100.00
100.00
Notes:
Average of subsidiary customer satisfaction results for the year in question weighted by subsidiary income.
Calculate what proportion of the revenue of domestic subsidiaries with customers is represented by the domestic income of subsidiaries included in the customer satisfaction survey data.
Personal Data Protection Policy
Yuanta Financial Holdings, Yuanta Securities, Yuanta Bank, Yuanta Life, Yuanta Funds, and Yuanta Futures have established internal regulations (including but not limited to policies and procedures related to personal information protection) according to the nature and type of business it conducts, which include:
Regulatory segment
Regulatory content
Responsibilities Of The Personal Data Protection Task Force
A personal data protection team was set up. The personal data protection team is a permanent cross-departmental task group responsible for promoting, coordinating and supervising the company's various personal data protection related matters. The CEO designates the relevant department heads as the convener and deputy convener of the personal data protection team, with each department assigning a representative to form as its team members. The personal data protection team convenes meetings to discuss personal data protection matters based on implementation of its business affairs.
Personal Data Protection Management Process
The collection, processing, use, transmission, storage, and destruction of personal data held by the Company shall be managed in a manner that ensures the legality and appropriateness of such operations. All personnel (including employees and outsourced vendors) who are involved in the various operations mentioned above are required to comply with the rules and regulations related to personal data.
Risk Assessment
Risk assessments are conducted at least once a year with respect to personal information risks faced by the Company's business, and control measures based on the assessment results are established. The evaluation results and analyses are reported at the personal data protection team meetings. In the event of personal information security or leakage, in addition to the notification of operational risks by each department and office in accordance with the prescribed procedures, for those involved in information risks, the Information Technology Department is to follow regulations related to information security risks. The Risk Management Department is to provide prevention or improvement suggestions on the causes of personal information security incidents.
Incident Reporting and Response Measures
When employees, customers or anyone else find any concern of personal data leakage or breach of relevant personal data protection regulations at the Company, they can immediately notify the Company's dedicated unit and personnel in writing, by phone, email or by any means; the personal data protection team members shall collect and review the reported incidents, analyze the causes of incidents, and provide suggestions for improvement on the work items they are responsible for. If a staff is found to have violated the personal data protection policy and related regulations, which led to losses of others, he or she will be subject to the relevant disciplinary measures in accordance with the work rules.
Education and Training
The protection of personal information is included in the items for Company's internal auditing, and regular annual education and training courses are held to enhance employee awareness of personal information protection.
Regular Reviews
The personal data protection team conducts a personal information protection management review at least once a year.
Customer Personal Information Management
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 customers shall be informed of the information as required by the Act 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 data. Each year, a personal data safety breach contingency drill is held to ensure our ability to respond to any potential personal data incidents. We also hold an annual personal data protection management review to ensure personal data protection policies are implemented properly. Yuanta Securities, Yuanta Bank, Yuanta Life, Yuanta Funds, and Yuanta Futures completed the BS 10012: 2017 Personal Information Management System (PIMS) annual surveillance audit this year. The Group had no data breach (including personal data breach) in 2024.
The Group uses customer information for non-primary collection purposes (secondary use) in compliance with laws and regulations and with customer consent for the Company to engage in telephone marketing, email marketing, mail marketing, SMS marketing, and app promotion to specific customer groups. There is no incident of inter-subsidiary use of customer information for marketing purposes. We comply with relevant government laws and regulations and information management principles, ensure that the collection and the use of data is within the scope of data authorization set by he Group, and that appropriate technical and organizational security measures are used to maintain a highly secure and stable data storage system, and fulfill our duty of confidentiality of personal information of customers or investors.
The Group's secondary use of customer information rate for the year was 34.39%.
Customer Complaint Mechanism
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 resolve outstanding issues, with the aim of providing high service levels and protecting our clients’ rights.
The number of customer complaints received by the Group in 2024 was 852, of which 627 were from the Financial Ombudsman Institution or the competent authority, and 225 were through Yuanta channels. 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, Yuanta Bank, Yuanta Life, Yuanta Funds and Yuanta Futures obtained renewed certification of ISO 10002 Customer Satisfaction and Complaints Handing this year to establish an international standard customer complaint handling system.
Customer complaint channels for Yuanta FHC and subsidiaries
Yuanta Financial Holdings
Address : 17F., No. 157, Sec. 3, Ren’ai Rd., Taipei City 106, Taiwan
Telephone : +886-2-2781-1999
Yuanta Securities
Address : 11F, No. 219, Sec. 3, Nanjing E. Rd., Taipei City 104, Taiwan
Telephone : +886-2-2718-1234
Service line : +886-2-2718-5886
Yuanta Commercial Bank
Address: No. 157, Sec. 3, Ren’ai Rd., Taipei City 106, Taiwan
Telephone : +886-2-2173-6699
Service line : 0800-688-168
Yuanta Funds
Address : 2F-1, No. 68, Sec. 1, Dunhua S. Rd., Taipei City 105, Taiwan
Telephone : +886-2-2717-5555
Service line : 0800-009-968
Yuanta Futures
Address : 2F-1, No. 68, Sec. 1, Dunhua S. Rd., Taipei City 105, Taiwan
Telephone : +886-2-2717-6000
Service line : 0800-333-338
Yuanta Life
Address : 17F., No.156, Sec. 3, Minsheng E. Rd., Taipei 105, Taiwan
Telephone : +886-2-2751-7578
Service line：0800-088-008
Yuanta Securities Finance
Address : 12F., No. 66, Sec. 1, Dunhua S. Rd., Taipei 105, Taiwan
Telephone : +886-2-2173-6833
Yuanta Venture Capital
Address : 10F., No. 66, Sec. 1, Dunhua S. Rd., Taipei 105, Taiwan
Telephone : +886-2-2173-6633
Yuanta AMC
Address: 13F, No. 77, Sec. 2, Nanjing E. Rd., Taipei City 104, Taiwan
Telephone : +886-2-2173-6655
Yuanta Investment Consulting
Address : 4F., No. 157, Sec. 3, Ren’ai Rd., Taipei City 106, Taiwan
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