元大金控
元大金控
元大金控
The Group has incorporated the spirit of fair treatment of customers into its corporate culture and implemented thePrinciple for Financial Service Industries to Treat Customers Fairly set by the Financial Supervisory Commission (FSC). The Group's subsidiaries, including Yuanta Securities and Yuanta Bank, have both been recognized among the top 25% in the 2025 Fair Customer Treatment Evaluation.
Each of the five subsidiaries of the Group has established a dedicated "fair customer treatment unit" to coordinate the planning and execution of related initiatives, while regularly reporting their implementation to the board of directors. To build a smooth bridge of communication, we collect customer feedback through various channels such as customer service hotlines, emails, and online platforms. For all types of complaints, both the Company and the subsidiaries have established strict handling procedures in accordance with the regulations of their respective industries. This not only allows real-time tracking of processing progress and responses to complainants as well as regulatory authorities, but also strengthens the professional capabilities of our colleagues, ensuring every effort is made to assist with customer concerns.
In addition, the Group actively implements its commitment to fair customer treatment by ensuring information transparency and equality between the company and our customers, while carefully assessing the suitability for young customer groups before providing financial products. To address the challenges brought by digital transformation, the Group has committed to bridging the digital divide for elderly and disabled populations, providing inclusive and financially friendly services. For information on measures promoting services for elderly, young, and disabled customer groups, please refer to Yuanta FHC Sustainability Report.
| Fair Customer Treatment Training | |||
|---|---|---|---|
| Sessions | Personnel Trained | Hours of Training | Completion(%) |
| Yuanta Securities | |||
| 24 | 15,696 | 27,597 | 100 |
| Yuanta Bank | |||
| 24 | 15,158 | 15,502 | 100 |
| Yuanta Life | |||
| 14 | 830 | 1,391 | 100 |
| Yuanta Futures | |||
| 13 | 1,654 | 2,083 | 100 |
| Yuanta Funds | |||
| 4 | 651 | 1,646 | 100 |
| Total | |||
| 79 | 33,989 | 48,219 | 100 |
The Group adopts a proactive approach to addressing customer complaints, emphasizing the management of critical moments, empathetically listening to customer concerns, and understanding the full context of the situation while being mindful of attitude and wording. We conduct follow-up evaluations to determine customer satisfaction with the complaint handling process. Additionally, the Group strengthens and establishes a holistic customer service system centered around customer satisfaction through training programs and daily guidance from supervisors, enhancing communication skills and handling techniques in interactions with customers.
To enhance customer-centric and empathetic service delivery, thereby improving customer satisfaction and safeguarding customer rights, Yuanta Securities monitors service quality by having supervisors randomly review recorded call content and conduct regular customer service satisfaction surveys. Additionally, by sharing outstanding call examples among employees while conducting internal training to strengthen the professional knowledge and skills of customer service personnel, the company enhances overall service capabilities. Yuanta Bank continues to implement mystery customer engagement projects with third-party vendors, dispatching audit personnel to conduct observation and evaluation as customers. Based on the results of the evaluation, Yuanta Bank formulated improvement measures.
| Customer Satisfaction Survey(%) | ||||
|---|---|---|---|---|
| 2022 | 2023 | 2024 | 2025 | 2025 Goal |
| Yuanta Securities | ||||
| 99.43 | 99.40 | 99.16 | 99.47 | 97.50 |
| Yuanta Bank | ||||
| 99.02 | 98.88 | 99.07 | 99.14 | 95.00 |
| Yuanta Life | ||||
| 98.82 | 99.96 | 98.78 | 99.23 | 95.00 |
| Yuanta Futures | ||||
| 98.12 | 97.63 | 98.28 | 97.74 | 96.00 |
| Yuanta Funds | ||||
| 98.01 | 97.60 | 99.61 | 98.51 | 95.80 |
| Subsidiary Weighted Results*Note1 | ||||
| 98.98 | 99.40 | 99.01 | 99.23 | 95.99 |
| Data Coverage Rate Revenue Coverage Rate*Note2 | ||||
| 100.00 | 100.00 | 100.00 | 100.00 | 100.00 |
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As fraud techniques constantly evolve, posing repeated threats to the security of the public’s assets, the Group’s subsidiaries have each established dedicated fraud prevention units to safeguard customer rights and protect their assets, while identifying and blocking financial fraud at the frontline. These units are committed to embedding fraud prevention measures into daily operations and integrating fraud prevention performance into employee performance evaluations to enhance the effectiveness of fraud prevention.
Recognizing the rampant nature of fraud and the increasingly sophisticated techniques used by criminals, the Group has adopted diversified anti-fraud measures. In addition to strengthening the dissemination of anti-fraud information through digital platforms, emails, text messages, customer service systems, and statements of account, the Group is comprehensively enhancing customer awareness of fraud prevention.
Yuanta Financial Holdings and the main subsidiaries 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 the following:
The Company and its subsidiaries comply with the Personal Data Management Measures and relevant regulations issued by competent authorities, establishing corresponding measures and management guidelines. This ensures that all collection, processing, and utilization of personal data adhere to notification requirements and legal procedures, thereby safeguarding the privacy rights of customers and investors.
The Company and its main subsidiaries annually review personal data protection management. In 2025, all completed the surveillance audit for the "BS 10012:2017 Personal Information Management System (PIMS)," ensuring the effective implementation of personal data protection policies.
Besides obtaining international verifications, the Group has also established regulations, such as the Customer Data Confidentiality Measures, and promotes training courses on personal data protection and information security management. This year, a total of 40 personal data protection training sessions were conducted, with 13,567 participants passing the training and amounting to a total of 15,148 training hours. 186 information security management training sessions were conducted, with 41,021 people passing the training, cumulating in 47,620 total training hours. These courses aim to ensure that all our staff fully understand the importance of personal data processing and protection to maintain the privacy of customers and investors.
The Group's utilization of customer data for non-primary collection purposes (secondary use) which refers to conducting necessary marketing communications (such as telephone, email, mail, SMS, or app push notifications for specific customer segments) under the premise of compliance with laws, obtaining customer consent and based on existing business relationships. Meanwhile, the Group adheres to relevant laws and information management principles, ensuring that the acquisition, use, and retention of data all comply with its regulations. This year, the Group's secondary use rate of customer data totaled 28.86%, and there were no instances of cross-subsidiary utilization of customer data for marketing purposes.
The Group's subsidiaries have established various open channels for customers to file consumer dispute complaints, including telephone, branch visits, letters, faxes, and emails, or by raising the issue directly with competent authorities. The Customer Service Center consolidates customer feedback regarding products and service processes, as well as the root causes of complaints. For cases where business units assess that there is room for optimization, improvements are implemented accordingly. Related recommendations and assessment statuses are reported to the “Fair Customer Treatment Promotion Committee” for continuous tracking. Through a robust internal control system and complaint-handling procedures, the Group effectively tracks the progress of improvements, continually enhancing service quality and safeguarding customer rights.
The number of customer complaints received by the Group in the year was 807 (decreased by 45 cases compared to the previous year), of which 607 were from the Financial Ombudsman Institution or the competent authority, and 204 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 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 help our customers to avoid the recurrence of customer complaints.
To establish a customer-oriented, consistent, systematic and responsive complaint handling process, Yuanta Securities, Yuanta Bank, Yuanta Life, Yuanta Futures and Yuanta Funds obtained renewed certification of ISO 10002 Customer Satisfaction and Complaints Handling this year to establish an international standard customer complaint handling system. It is hoped that this will strengthen the mechanism for protecting consumers.
