元大金控
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 Taiwan's Financial Supervisory Commission (FSC) . Yuanta Futures ranked in the top 25% in the evaluation of fair treatment of customers in 2022. 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 Principle" and incorporate internal compliance and codes of conduct into our education and training programs, as well as incorporate it as items to be audited in our internal control and auditing programs.
| Customer Satisfaction Survey | 2019(%) | 2020(%) | 2021(%) | 2022(%) | 2022Goal(%) |
|---|---|---|---|---|---|
| Yuanta Securities | 97.91 | 98.59 | 98.87 | 99.43 | 97.00 |
| Yuanta Bank | 97.49 | 98.52 | 98.96 | 99.02 | 93.00 |
| Yuanta Life | 97.87 | 97.76 | 97.40 | 98.82 | 91.00 |
| Yuanta Funds | 97.30 | 97.90 | 97.90 | 98.01 | 95.30 |
| Yuanta Futures*Note1 | 96.01 | 97.05 | 97.16 | 98.12 | 95.00 |
| Subsidiary Weighted Results*Note2 | 97.72 | 98.08 | 98.19 | 98.98 | 93.00 |
| Data Coverage Rate*Note3 | 98.00 | 98.00 | 100.00 | 100.00 | － |
Notes:
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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, and Yuanta Life completed the BS 10012:2017 Personal Information.Management System (PIMS) annual surveillance audit this year, while Yuanta Funds and Yuanta Futures continued to maintain the PIMS and has passed the verification for the first time in 2022. In 2022, there was no breach of customer privacy.
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 721, of which about 564 were from the Financial Ombudsman Institution or the competent authority, and about 157 were through the internal channel. The overall number of cases decreased compared to 2021. 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 Futures and Yuanta Life obtained renewed certification of ISO 10002 Customer Satisfaction and Complaints Handling this year to establish an international standard customer complaint handling system. Yuanta Fund verification was passed in early 2023, and we hope to use it to strengthen our consumer-protection mechanism.
