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Product Aspect

We are committed to building a business for the long term, developing relationships that last.
  our promise

* Our performance of product aspect

performance


We highlight a selection of our material Issues below.
1. Transaction Security
2.Customer Rights and Interests
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1. Transaction Security
1.1 Information Security Mechanism
1.1-1 Statement of Information Security
For the Information Security Statement of the Bank, please refer to the Information Security section on the Bank’s official website. URL: https://www.bankchb.com/frontend/mashup_full.jsp?funcId=47da465d15
1.1-2 Policy for Information Security
The Bank’s information security policy has been established to enhance information security management; ensure confidentiality, integrity and availability of information; maintain the reliability of information equipment (including computer software and hardware, and peripheral devices) and network systems; strengthen employee awareness towards information security; and prevent the above-mentioned resources from being interfered with, disrupted, or trespassed by any means, avoiding any detrimental conduct and attempt.
1.1-3 Information Security Management Framework
In order to effectively implement internal control of information security, the Bank has adopted a management framework with three lines of defense: The first line of defense consists in the implementation of information security operations by all units and IT Departments across the Bank. The second line of defense consists in the monitoring and management of the implementation status of the information security policy and its derived information security risks by the Information Security Center. The third line of defense consists in inspections by the Internal Auditing Division.                                      
Information Security Management Framework
Framework

1.1-4 Operating Status
We continue to use the PDCA management cycle to promote the information security management system every year in response to new information security issues that may arise due to changes brought by new technologies, new products and business processes. Through information security management procedures and operations, we ensure that our information security system meets the availability, integrity and confidentiality requirements, so as to refine our information system risk control.
1.2 Personal Information Protection
1.2-1 Personal Information Protection Policy
In order to implement the maintenance and management of personal information file security, the Bank has established the Chang Hwa Bank Personal Information Management Regulations and Chang Hwa Bank Personal Information File Security Maintenance Plan in compliance with the amendments to the Personal Information Protection Act and the Financial Supervisory Commission’s Regulations Governing Security Measures for Personal Information Files at Designated Non-Public Agencies, thereby respecting the rights and interests of customers, fulfilling due care of a good manager, and implementing the protection of personal information to guarantee the security of customers’ personal information. In addition, the Bank’s measures in response to the EU General Data Protection Regulation (hereinafter referred to as “GDPR”) are as follows:
A. The assessment of the differences between Taiwan’s personal information protection regulations and GDPR, and the Bank’s compliance program have been reported by the Bank to the 12th meeting of the 25th Board of Directors on May 15, 2018 for deliberation, in accordance with the provisions of the Financial Supervisory Commission’s Letter Jin-Guan-Yin-Kong-Zi No. 10702708100 dated March 28, 2018.
B. In October 2018, the Bank commissioned KPMG Taiwan to conduct the GDPR Response Measures Implementation Project, and three training courses - “GDPR Compliance Awareness”, “Promotion of Personal Information Management and Control Mechanisms” and “Personal Information Emergency Response Notification” - have been held. We have also revised our personal information files registry, data, etc.
1.2-2 Special Audit
On April 23, 2018, according to the regulations, the Bank submitted to the 11th meeting of the 25th Board of Directors the audit result and the assurance report of the 2017 personal information protection mechanism special audit by the accountants, which were also submitted to the FSC for future reference on April 27, 2018.
1.2-3 Education and Training
The Bank held the 2018 digital courses regarding personal information management system promotion and important matters, with a total of 6,304 participants.
1.2-4 Implementation Procedure of Personal Information Protection
1.3 Implementation Results
The Bank did not have any major information security incidents in 2018.
1.4 International Certification Standards
I. ISO 27001: 2013 Information Security Management System
II. BS 10012: 2017 Personal Information Management System
III. ISO 22301: 2012 Business Continuity Management System

2. Customer Rights and Interests
In order to protect the rights and interests of financial consumers, treat financial consumers in a fair and reasonable manner and establish a corporate culture that values the protection of financial consumers, the Bank promulgated by letter the Chang Hwa Bank Principles for Fair Customer Treatment, Chang Hwa Bank Financial Consumer Protection Policy and Chang Hwa Bank Directions for Financial Consumer Protection based on the Principles for Fair Customer Treatment by Financial Service Industries and Financial Consumer Protection Act promulgated by the FSC, their related sub-laws and other regulations, and has informed the entire organization by letter to duly observe and implement when providing financial products or services to customers, in the hopes of strengthening the protection of financial consumers’ rights and benefiting corporate sustainable development.
2.1 Regulations
The Bank has established the Chang Hwa Bank Principles for Fair Customer Treatment, Chang Hwa Bank Production, Dissemination and Announcement Management Regulations for Trust Business Advertising Materials, Chang Hwa Bank Directions on Know Your Customer Operations for Trust and Investment Product Business, Chang Hwa Bank Suitability Policy and Operating Procedures for the Handling of Trust Business Products for Non-Professional Investors, Chang Hwa Bank Measures for the Review of Professional Investors in Trust and Investment Product Business, etc. for employees to comply with. We uphold the principles of fairness, reasonableness, equality, mutual benefit and good faith, and fulfill the responsibilities and obligations of a good manager to value customers’ rights and interests.
In addition, to improve the efficiency and quality of financial dispute resolution, the Bank defined numerous details such as the scope of consumer disputes, the responsible organization(s), solution, procedures, turnaround time, progress inquiries, audit and follow-up, education and training, and regular reviews in the Chang Hwa Bank Financial Consumer Protection Policy and Chang Hwa Bank Financial Consumer Protection Guidelines. They provide the foundation for the Bank’s Financial Consumer Dispute Resolution Policy (and SOP) for better protection of financial consumers’ interests.
2.2 Mechanism of Rights and Interests
2.2-1 In the product contracts, the Bank expressly states the important content in a noticeable font, so that customers may be fully aware of the terms relevant to the rights and obligations.
2.2-2 There are both Chinese and English versions of the Notification for the Collection, Processing and Use of Personal Information.
2.2-3 All service fee standards are announced on the official website of the Bank.
2.2-4 The Bank has a Wealth Management Product Review Task Force. Prior to their initial sale, wealth management products shall be submitted to the Wealth Management Product Review Task Force for review and approval; only then can they be launched for sale.
2.3 Friendly Financial Service Measures
2.3-1 The Bank’s official accessible website has obtained the AA Label of the Handicap-Free Guidelines 2.0 on April 18, 2018. For relevant friendly financial service measures implemented, please refer to the official accessible website of the Bank; URL: https://www.bankchb.com/
2.3-2 The smart robot system was built to make it easy for people with speech impediments to get instant assistance. With the mascot Boa of the Bank, we set up the Smart Customer Service portal on our official website, personal e-banking and mobile e-banking apps, and social media platform LINE, providing 24-hour text message instant consultation services combined with an identity verification mechanism, as to facilitate the inquiries of credit card account information by customers.
2.4 Customer Complaint Mechanism
2.4-1 Customer Complaint Channels
The channels for handling disputes with respect to financial products or services provided by the Bank and means of lodging complaint by financial consumers have been expressly stated in the product contracts. There are also a 24/7 customer service hotline, webpage, e-mail and other public channels to provide customers with consultation services and accept complaints or feedback at any time. Complaint channels of Chang Hwa Bank:
A. Telephone 
*For local telephones, please dial: 412-2222; press 9 to be transferred and talk to responsible personnel (charged as local phone calls) 
*For mobile phones, please dial: (02) 412-2222; press 9 to be transferred and talk to responsible personnel
*Free Service Hotline: 0800-365-889; press 9 to be transferred and talk to responsible personnel
B. Internet 
*Customer Service Center on the official website of the Bank 
*Web Call Me 
*Provides a communication channel of for customer e-mail messages. The system will assign online customer service personnel to call back or reply via e-mail during business hours.
2.4-2 Handling of Customer Complaints
A. Upon receipt of customer complaints, the Bank immediately submits them to the responsible unit for proper handling to protect the rights and interests of financial consumers.
B. In order to reduce the occurrence of financial consumer disputes and improve service quality, the Bank regularly reviews the types and handling status of financial consumer disputes, and complies and analyzes the causes of and reasons for these. The responsible units develop improvement measures so as to perform review and improvements at all times, and ensure the complete protection of the rights and interests of financial consumers.
2.4-3 Implementation Status
In 2018, there were no complaints about privacy infringement or customer data loss in the Bank.
2.5 Customer Satisfaction
2.5-1 Customer Satisfaction Survey
A. Digital Banking Services
In order to improve the quality and efficiency of the Bank’s digital banking services, and to understand the satisfaction and recommendations of customers with regard to their e-banking experience, we conducted the Customer Satisfaction Questionnaire Survey. The survey period was from February 1 to 28, 2019, and the subjects were users of the Bank’s personal e-banking and mobile e-banking apps (CHB Mobile Network), as well as corporate e-banking (CHB e-banking) and corporate mobile network apps. The survey content included the smoothness of e-banking operations, system stability, and overall usage evaluation, to serve as a reference for the Bank’s future planning of e-banking functional improvement and business promotion, and to further increase customers’ willingness to use these services.
B. Physical Channel Services
In order to improve the service quality of the Bank, we conducted survey on 185 business units in Taiwan with 2018 as the base year, and the survey period was from January 1 to March 28, 2019. The survey subjects were all customers engaged in services with the Bank. The 2018 customer satisfaction questionnaire survey was conducted with regard to three major aspects: product satisfaction, service attitude and efficiency, and overall satisfaction.
2.5-2 Customer Satisfaction Survey Results
Customer Satisfaction Survey Results

2.5-3 Future Outlook
The Bank will continue to refine its professional services, including the improvement of service quality and optimization of operational procedures in the physical channels, as well as the provision of customer experience oriented, safe, stable and fast financial services, in the hopes of providing customers with satisfactory services and winning their trust and recognition. We will also emphasize the provision of comprehensive financial service functions through e-banking in the virtual channels, thereby becoming more proactive, taking the lead in grasping customer needs and solving customers’ problems, and continuously developing new features, all for the purpose of becoming the ideal brand among customers!



Contact Information / Feedback

       
  1. Secretariat Division of Chang Hwa Bank
  2. ADD:No. 57, Sec. 2, Zhongshan N. Rd. Taipei City 10412, Taiwan
  3. TEL:+886-2-2536-2951
  4. FAX:+886-2-2521-1126
  5. E-mail:chbsd@chb.com.tw
  6. Website:https://www.bankchb.com/