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Financial Inclusion

Commitment on Financial Inclusion

To enhance financial accessibility and inclusivity, the Bank is committed to developing and innovating in both business/financial and non-financial aspects, with the aim of providing equal and inclusive financial services, products, and education to different groups. We also seek to practice UN Sustainable Development Goals (SDGs) on multiple fronts, including SDG 1, 3, 5, 8, 9, 10, and 11, providing assistance and resilience in facing poverty, healthcare, education, gender equality, employability, and offering friendly and affordable financial products and services to underprivileged communities. The Bank is committed to achieving the following goals, gradually realizing an inclusive and sustainable financial ecosystem:

  1. Prioritize stakeholder engagement, understanding societal expectations, targeted group’s needs and preferences through market research, feedback, and dialogues, as a basis for innovating and expanding the range of financial products and services, and develop the suitable, available and tailored delivery methods, products and services for underserved groups or regions.
  2. Assist targeted groups in preventing or resolving over indebtedness, providing channels and procedures for pre-negotiation and mediation of debts.
  3. Provide appropriate non-financial supports such as financial education and outreach to underserved groups, promoting financial literacy through multiple avenues and the financial well-being of underserved groups.
  4. Establish diverse channels and mechanisms for complaints and communication, improving accessibility and effectiveness to financial inclusion clients in addressing and resolving issues promptly.
  5. Establish relevant guidelines and set up dedicated unit ” Treat Customers Fairly Facilitating Committee” to be responsible for promoting the Principle to Treat Clients Fairly ,financial friendliness and financial inclusion.The Committee is chaired by Managing Director and President and overseesed by him to implementation to ensuring equal rights, non-discrimination, and protection for targeted groups, and enhancing measures and mechanisms for financial friendliness and financial inclusion.
  6. Organize education and training programs for employees on fair treatment of clients, financial friendliness and financial inclusion, to prevent unrespectful treatment and discrimination of targeted groups, or aggressive sales techniques that may harm clients’ rights during services or sales.
  7. Engage with external partners in the value chain to promote inclusive finance.
※Performance and Benefit
The Bank offers tailored products and services aimed at the financial inclusion of underserved groups
  1. Loans: we provide loans with favorable conditions compared with the general market for different financially disadvantaged groups.
      1. Number of clients reached: 31,693
      2. Number of transactions/contracts: 39,534
  1. Targeted clients
    Loans
    Scale
    Women, Disabilities
    1. Micro-Business Startup Phoenix Program
    Clients reached: 81 
    Transactions/contracts: 168 
    Young People
    1. Loans for Startup Funding for Young Entrepreneurs
    2. Youth Assured First-Time Homebuyer Loan
    Clients reached: 23,009 
    Transactions/contracts: 38,174
    Microbusinesses 
    1. Keelung City SME Dream-Come-True Loan
    2. Post-Pandemic Recovery Project Loan
    3. Low-Carbon Smart Governance Project Loan
    Clients reached: 7,411 
    Transactions/contracts: 17,466 
    Low- income individuals, Disabilities,  Elderly People
    1. Subsidized Home Purchase (Acquisition) and Repair Loan
    Clients reached: 1,180 
    Transactions/contracts: 1,180 
    Elderly People
    1. Reverse Mortgage Loan for Elderly Homeowners
    Clients reached: 12 
    Transactions/contracts: 12 
  2. 2. Microinsurance
  3. The Bank cooperated with Changhua County Government, Nantou County Government and insurance companies to provide a total of NT$1,779,873 in micro-insurance premiums donations in 2023 to assist disadvantaged groups in obtaining basic protection from micro-insurance with relatively low premiums, so as to prevent from being affected by financial difficulties due to unpredictable specific risks and incidents, and to increase accessibility to basic security. The Bank has been awarded First Place in Auxiliary Personnel Group in 2023 Micro-insurance Promotion by Financial Supervisory Commission.
  4. ● Targeted clients: Disadvantaged groups such as Low- income individuals, Elderly People, and Disabilities
  5. ● Number of clients reached: 7,138
  6. ● Number of transactions/contracts: 7,138
  7. 3. Savings Accounts
  8. The savings account service provided by the Bank is no-cost to every individual. In addition, we provide disabilities with the preferential discount for ATM interbank withdrawals which are 3 times a month of free fees. As of 2023, a total of 65 individuals have been granted fee waivers, resulting in a total of 827 usages.
  9. ● Targeted clients: Disabilities
  10. ● Number of clients reached: 65
  11. ● Number of transactions/contracts: 827

Provision of Various Relief Loans in Line with the Government's Policies

The Bank upholds its responsibility to care for customers and actively supports government relief policies, effectively implementing both the "Government Relief Programs" and our own "Related Relief Initiatives" to assist customers affected by the pandemic.

  1. Provision of Various Relief Loans in Line with the Government's Policies

Assistance to Debtors in Resolving Debts

For debtors who apply for debt workout, mediated debt workout, and debt settlement in accordance with the Consumer Debt Clearance Statute, or individual debtors who apply for debt negotiation, we evaluate their income and work ability and other factors comprehensively, and encourage them to actively resolve their debts and return to normal life, thereby facilitating the recovery of debts.

  1. ►In 2023, the Bank actually accepted a total of 398 debt workout cases, of which 294 were completed, and 220 cases were established, with a success rate of 74.83%. The total debts negotiated with contracts signed were in the amount of NT$16,392 thousand.

Assistance to Entrepreneurs to Realize Dreams

In response to the UN Sustainable Development Goals of "No Poverty," "Zero Hunger," "Gender Equality," and "Decent Work and Economic Growth," the Bank has initiated several financing projects centered around financial inclusivity, including the "Micro-Business Startup Phoenix Program" and "Loans for Startup Funding for Young Entrepreneurs." We hope to inspire and support women, youths, middle-aged and older individuals, micro-enterprises, and communities, providing them with better opportunities for entrepreneurship and self-realization while promoting gender equality and inclusive finance.
Entrepreneurship-related loans help individuals with funding needs access startup capital during the initial and subsequent operational stages, facilitating business growth, creating employment opportunities, reducing unemployment rates, and promoting economic development.
As of the end of 2023, the Bank provides relevant loans as follows:
Entrepreneurship-related loans

Giving Female Entrepreneurs a Leg Up

  1. The Bank pays close attention to the issue of women's economic autonomy and human rights and offers the "Micro-Business Startup Phoenix Program" and 69% of those who received funds from this loan were female entrepreneurs, melding gender equality into core business practices.

Lending youths a helping hand to start up and strengthen business management skills

  1. The Bank made "Loans for Startup Funding for Young Entrepreneurs" available for young people and assists them in pursuing entrepreneurship coaching related courses at government-approved organizations during the pre-loan application stage to strengthen business management knowledge and skills. As of end of 2023, a total of 11,813 young entrepreneurs with loans had undergone the courses.

Promote the Development of Industry, Community and SMEs

Promoting Industrial Development

  1. In line with the Government's strategy of promoting the development of the "Five Plus Two Industry Innovation Plan", namely "smart machinery", "Asia Silicon Valley", "green energy technology", "biotechnology and medicine industry", "defense industry", "new agriculture" and "circular economy", CHB Venture Capital invested a total of NT$458 million in 2023, of which the investment amount in the "Five Plus Two" sector amounted to NT$288 million, accounting for 62.88% of the total investment amount. 
  2. In alignment with the government's angel investment fund program, CHB Venture Capital has allocated NT$30 million of its own funds for exclusive use, focusing on digital technology and AI-themed industries. The goal is to expand investment capacity and support emerging industries by becoming a guardian angel for young entrepreneurs. In 2023, NT$30 million has been invested, with a 100% achievement rate. 
  3. The "Smart Payment Service" has been implemented to assist in the digitization of the traditional meat market's financial flow. It provides automated payment services and financing to meet the funding needs of underwriters, promote the digital transformation of traditional markets, and maintain market stability. As of the end of 2023, contracts have been signed with 5 meat markets, and 2 have been officially launched. A total of 348 underwriters have opened an advance payment account and joined the platform, bringing in a total of NT$7.4 billion in cash flow. Among them, 26 loans have been provided to assist underwriters in obtaining funds, with a loan amount of approximately NT$24.3 million. This has enabled the traditional meat market to achieve fast payments, fill the funding gap for underwriters, shorten the loan application process, enhance transaction activity, and implement financial innovation concepts. (For details, please refer to 3.3 Digital Innovation Services) 
  4. In accordance with the government's "Programme to Encourage Lending by Domestic Banks to Enterprises in Six Core Strategic Industries," we offer financing to businesses and actively extend credit to industries such as "information and digital," "cybersecurity excellence," "precision health in Taiwan," "green power and renewable energy," "national defense and strategy," and "livelihood and preparedness." This is done to promote industry development and accelerate industry upgrading and transformation, as these industries are key drivers of the future global economy. As of the end of 2023, the Bank has provided loans to 10,473 borrowers in the six core strategic industries, with a total balance of NT$492.1 billion.

Supporting Enterprise

According to statistics from the Small and Medium Enterprise Administration of the Ministry of Economic Affairs in 2022, there are over 1.63 million small and medium enterprises (SMEs) in Taiwan, accounting for over 98% of all businesses. Although SMEs have a smaller individual scale, their flexible business strategies allow them to quickly adapt and respond to changes and challenges in the external environment. Thus, SMEs are important borrowers for the Bank.

  1. In response to the US-China trade dispute and the motivation of overseas Taiwanese businesspeople to return their investment to Taiwan, the Bank responds to the government's policy by launching three major plans, namely the "Welcome Taiwanese Businessmen to Return to Taiwan for Investment Project Loan", "Rooted Taiwanese Enterprises Accelerated Investment Project Loan", and "SME Accelerated Investment Loan", to assist domestic enterprises in upgrading and transforming themselves toward smart and innovative to strengthen their competitiveness.
    1. As of the end of 2023, the Bank had approved 210 accounts with an approved amount of NT$126.4 billion. Among them, there are 166 active accounts with a loan balance of NT$52.9 billion.
    2. The bank's short-term strategy is to continue to develop the SME client base, enhance the foundation of loan business, and increase the market share of loan business while our long-term strategy is to actively strive for financing opportunities arising from the "Three Major Programs for Investment in Taiwan" and to support six core strategic industries, creative industries, and green energy industries to facilitate SMEs' development.
  2. To strengthen companies' financial foundation, the Bank collaborated with the Taiwan Small & Medium Enterprise Counseling Foundation to assist companies (including microbusinesses, young entrepreneurs and SMEs) with financial examination and the use of cloud examination resources and to provide crossindustry and cross-field comprehensive consulting services to enhance their competitiveness. In 2023, we have assisted a total of 77 SMEs with financial examination and cloud examination. 
  3. To support the recovery of companies (including young entrepreneurs, microbusinesses and SMEs) after the pandemic and align with international ESG development trends, the Bank collaborated with the Taiwan Small & Medium Enterprise Counseling Foundation to organize the "2023 Seminar on Care and Service for SMEs and Enhancing Financial Competitiveness Program-Post-Pandemic Revitalization, SME Upgrading, Transformation, and Sustainable Carbon Reduction." The seminar aimed to assist SMEs in comprehending the concept of sustainability, adapting their business strategies, and attracted a total of 62 participants.

Promoting Community Development and Revitalization

  1. The Bank launched the "Keelung City SME Dream-Come-True Loan" to assist SMEs in Keelung City in successfully obtaining the funds needed for operations, promoting profit-making ventures in Keelung area, improving service capabilities, expanding their operations, and harnessing the potential advantages of being a harbor tourism city, as well as increasing employment opportunities in the region, promoting local revitalization, and creating sustainable communities.
    1. As of December 2023, 17 applicants had applied for the loan with a loan balance of NT$6.5 million.

Assisting in the Post-Pandemic Recovery of Businesses and Boosting the Momentum of Economic Revival

In order to promote post-pandemic recovery and enhance the competitiveness of small and medium-sized enterprises (SMEs), we are offering stimulus funds to assist SMEs in their transition towards low-carbon and smart development. This initiative is in conjunction with the Ministry of Economic Affairs' SME Post-Pandemic Recovery and Low-Carbon Smart Governance Project Loan, and aims to help SMEs achieve the ESG sustainable finance goals.

  • As of the end of December 2023, a total of 7,020 loans were undertaken for Post-Pandemic Recovery Project Loan, with a credit balance of NT$48.45 billion. Additionally, there were 374 loans undertaken for lLow-Carbon Smart Governance Project Loan, with a credit balance of NT$4.208 billion.

Compatible Financial Products

Trusts to Support for Vulnerable

"A Trust Agreement, Sustaining Your Unique Future"

  1. The Bank's slogan, which conveys that a trust is a promise of continuity of intent to create its own unique story through trusteeship, was awarded the Merit Award in the "Inclusive Trust Creative Slogan Contest" organized by the ESG World Citizens & Digital Governance Foundation and The Public Interest Trust Chan Chun Shan Legal Research Fund in January 2024, and was awarded the Merit Award in the "Inclusive Trust" Creative Slogan Contest.

Elderly Care

  1. To be in line with the long-term care policy and enhance the protection to the elderly, the Bank sells long-term care insurance products and aging-related financial friendly service products as an agent, promoting economic models for sustainable product transitions and improving accessibility to insurance resource accessibility for the elderly demographic with planning needs. As of the end of 2023, the sales are as follows:
    Elderly Care
  2. To promote the Trust 2.0 "Comprehensive Trust" initiative and assist clients in building a "Trust Security Protection Network," the Bank actively develops cross-industry alliances. In addition to visiting social welfare groups, long-term care institutions, and medical institutions, the Bank also collaborates with law firms and accounting firms to promote crossindustry referrals and cooperation, assisting the elderly in their retirement life protection and wealth inheritance planning.
    1. By the end of 2023, a total of 41 companies have signed the memorandum of cooperation.
  3. In response to the government's promotion of the elderly care trust system, we provide preferential plans for payment upon signing and management fees to the elderly and people with disabilities in applying for the trust services. ➡ As of the end of 2023, there were a total of 15,210 valid contracts with a total trust property amount of NT$3.104 billion.
    1. As of the end of 2023, there were a total of 15,210 valid contracts with a total trust property amount of NT$3.104 billion.

Children Nurture

we offer child care trust for customers who intend to plan ahead for the living, education, entrepreneurship, or marriage of their underage children or disabled children. By using our child care trust services, customers prevent their children from being subjected to fund shortage due to any change in family conditions in the future and save the gift tax legally through giving separately by year. As of the end of 2023, there were a total of 17 valid contracts with a total trust property amount of NT$50 million.

Right of Residence

  1. Middle-to-low-income households, underprivileged groups, existing mortgage borrowers affected by disasters, Urban Renewal Project Loans, Loan for Rebuilding Dangerous and Aging Homes.
    1. "Subsidized Home Purchase (Acquisition) and Repair Loan": In collaboration with the Construction and Planning Agency of the Ministry of the Interior, the Bank aims to alleviate the interest burden of middle-to-low-income households and underprivileged groups in purchasing and repairing residential properties. The beneficiaries include economically disadvantaged individuals and specific underprivileged groups.
      ► As of the end of 2023, there were 1,180 borrowers with a loan balance of NT$1,708.21 million.
    2. "Urban Renewal Project Loans": In line with the government's implementation of urban renewal policies, the loans improve the spatial environment and revitalize urban functions, enhance public interests for residents, assist urban transformation, improve urban disaster prevention capabilities, and enhance quality of life.
      ►As of the end of 2023, there were currently 16 projects underway with a loan balance of NT$6,581.50 million.
    3. "Loan for Rebuilding Dangerous and Aging Homes": Taiwan is facing the phenomenon of "aging population and buildings." The majority of housing conditions are poor, raising concerns about residential safety. The Bank supports to the government's policy on reconstruction of dangerous and aged buildings and launched the "Loan for Rebuilding Dangerous and Aging Homes" in 2018 to assist homeowners in creating a more secure living environment through practical measures.
      ► As of the end of 2023, there were currently 24 projects underway with a loan balance of NT$1,040.94 million.
  2. Youth and elderly groups
    1. "Youth Assured First-Time Homebuyer Loan": Designed for the housing and family needs of the younger generation while alleviating the financial burden of homebuying.
      ► As of the end of 2023, there were 11,196 borrowers with a loan balance of NT$45,132.1 million.
    2. "Reverse Mortgage Loan for Elderly Homeowners": We provide elderly individuals with the option to utilize their own homes by utilizing the framework of reverse mortgage loans to access funds needed for retirement living, promoting aging in place.
      ► As of the end of 2023, there were 12 borrowers with a loan balance of NT$7.72 million.

Petite bourgeoisie friendly

To provide customers who make moderate incomes and the petite bourgeoisie with diverse investment choices, the Bank provides ETFs with low subscription thresholds, with the minimum subscription to USD-denominated ETF for 2,000 and CNY- and HKD-denominated ETF for 12,000.

Financial-Friendly Services

To ensure that all segments of society can fully enjoy basic rights and have access to equal and convenient financial services, the Bank provides multiple friendly service measures, aiming to achieve SDG 10's sustainable goal in reducing inequality:

Accessible Services

  1. Automated Teller Machines (ATM)
    1. The Bank has set up an "accessible service counter" and a "service bell" at all operating units. All 639 automated teller machines (ATM) of the Bank are compatible with barrier-free models, of which 245 ATMs are for the visually impaired and the Bank has set ATMs in remote areas to provide local people with convenient financial services.
      Automated Teller Machines (ATM)
  2. Preferential fees: Since January 1, 2017, the Bank has provided people with disabilities with free ATM interbank withdrawal fees three times a month. As of 2023, a total of 65 individuals (or 65 account holders) have been granted fee waivers, resulting in a total of 827 usages. 
  3. The Bank's official website, friendly zone on the online banking platform, and online ATM are all with friendly services adopted in line with the Web Content Accessibility Guidelines at the AA level. The CHB Mobile Network App and CHB Lucky Charm App have also been refined in line with the Directions for Mobile App Accessibility Validation announced by the National Communications Commission, so that people with disabilities can enjoy a more complete financial transaction environment. 
  4. The Bank's customer service center offers automated voice service processes. The customers who are unable to communicate verbally can scan the ATM-exclusive QR Code at any time or contact the Bank through the "Smart Customer Service" portal available on the official website, Personal e-Banking, Mobile e-banking App, and social media platforms for text-based communication. Alternatively, customers can share their opinions by using the "Customer E-mail Messages" section on the official website.
  5. To enhance the quality of service for elderly and customers with disability and streamline the application process for elderly care and trust services, the Bank has introduced an online appointment application function for the Care for the Elderly/Childcare/Care for People with Disabilities Trust on its official website, effective December 26, 2023. In addition to saving customers time by eliminating the need for in-person consultations and negotiations, guiding customers to submit their requirements and trust structure through online form filling can enhance the efficiency of trust case planning operations.

Elderly Care

  1. The Bank has established "Priority Assistance for Customers 65 and Over" and a "Taiwanese Language Hotline" services. When customers call the customer service hotline and enter the automated voice service process, the system automatically recognizes the input ID number and assigns a representative for assistance, reducing waiting time. Customers who require Taiwanese language support can select the Taiwanese language function through the voice menu, ensuring smooth communication. 
  2. In response to the aging society, we have developed a comprehensive guide to elderly care trusts to enhance our service for elderly customers. This guide is intended to assist our employees in marketing elderly care trust services and is accessible to the public on our official website. It provides a concise overview of the benefits of elderly care trusts, complemented by engaging illustrations, to facilitate understanding for elderly and people with disabilities and promote the availability of elderly care trust services. 
  3. In order to create a welcoming environment for elderly clients and offer a range of services, we introduced three videos in Taiwanese language in October 2023. These videos, titled "Eldercare Trust," "Property Management x Eldercare Trust," and "Insurance Trust," are not only utilized in our seminars at Eldercare Trust, but also shared on our main social media platforms to improve communication and engagement with the elderly. 
  4. The Trust Association's "Elderly Risk Assessment Calculation Sheet" is linked to the Bank's official website to assist the public conduct a simple self-assessment to gain a preliminary understanding of their potential financial situation and elderly risks. It also helps them find a suitable direction for estate planning.

International Deepening

  • In response to the "Blueprint for Developing Taiwan into a Bilingual Nation by 2030" and to meet foreigners' financial needs, the Bank has completed the establishment of 85 bilingual branches in 2023. It is expected to complete all 185 bilingual branches of the Bank by 2028 in line with the international trends.
  • The Bank opened the "Vietnam Labor Remittance" service, which provided a convenient and fast way for foreign migrant workers in Taiwan to remit money to their hometown.
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