■ Implementation of Principles for Fair Treatment of Customers
MICB has always upheld professional financial services and ethical services and abides by the Fair Customer Treatment Principles in accordance with the regulations of the Financial Supervisory Commission. In addition to the contracts, MICB also established the "MICB Fair Customer Treatment Principles" and "Fair Customer Treatment Principles Strategy and Consumer Protection Act" which have been included in routine training programs. MICB seeks to let all employees understand the importance of thinking from the customer's perspective while implementing related indicators. The performance of the Fair Customer Treatment Principles is a demonstration of long-term commitments to customers. The Company shall continue to carefully maintain fair, mutually beneficial and equal interactions with customers and establish a corporate culture based on "fair customer treatment". We seek to improve protection of financial consumers and increase financial consumers' confidence in Mega Holding in order to provide customers with the most comprehensive financial service experience.
The Company conducts marketing and labeling of financial products and services in accordance with the Financial Holding Company Act, the Banking Act, Financial Consumer Protection Act, and related regulations of respective competent authorities, and implements a rigorous internal control system. All product information is full disclosed on the company's website, application forms, bills, brochures, electronic brochures, and advertisement materials. The Company also abides by general ethical and integrity principles to maintain a fair transaction market and create value for customers based on the protection for financial consumers.
■ Surveys of Customer Satisfaction
MICB and CKI conduct a survey of customer satisfaction every year including "bank clerk telephone etiquette test" and "business unit service and etiquette contest" and initiate improvements based on the result of the survey. The result is included in the management performance evaluation of each business unit to keep on enhancing the quality of service. In 2018, MICB received 93.7 points in the customer satisfaction, higher than 92.4 points compared to 2017. MICB will continue the following improvement plans to maintain service quality and improve customer satisfaction degree:
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Appoint a supervisor to be in charge of monitoring and managing service etiquette over the counter or in calls.
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Equip clerks with an armband so that customers can easily identify them once help is needed.
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Organize training courses on service etiquette th employees through the e-learning system.
In 2018, CKI received 89.1 points in the customer satisfaction, lower than 90 points compared to 2017 because some customers had different perceptions of claims. CKI will continuously train claim agents on the items and procedures for claims to improve customer service and increase customer satisfaction.
■ Customer Complaint Mechanism
The Company provides customers with a smooth complaint mechanism, where they may file complaints in writing, by e-mail or by phone. MICB has set up the customer service center that provides 24-hour customer service. Customers may contact the customer service center by phone or website email. In 2018, the customer service center received about 79,575 calls including customer service requests and complaints on average every month. The main complaints involved credit card, deposits and transfers, and service attitude. The types of complaints were mainly on deposits, credit cards, and poor service attitude. MICB has reviewed customer complaints and proposed corrective measures to the Board of Directors on a regular basis.
■ Privacy and Personal Information Protection
MICB values every customer's privacy. MICB prepares the evaluation report on personal information protection every six months and reports the result of the evaluation to the Board of Directors. According to the Information Security Policy and the Directions for the Management Information Security, MICB has set up systems with continuous improvement mechanism and installed Firewall and anti-virus software on important nodes; MICB also organizes drills in important emergency procedures on a regular basis. MICB also conducts vulnerability scans and infiltration tests from time to time to adopt test methods similar to hacking and evaluate the Bank's overall information security defenses from diverse perspectives in order to make up for the deficiencies in the infiltration tests. The Bank also uses the tests to improve employees' response to new forms of attacks in order to reduce the impact of information security incidents on the Bank. The test results can be used as the basis for enhancing information security development plans.
MS continues to strengthen information security and conducts daily comparison detection on the webpage transaction system to prevent company websites from alteration. It also added new system monitoring and control items in November 2018 to enhance defense against hacking.
CKI introduced the information security management system in response to the information security risks derived from online insurance services to fully improve information security protection. CKI passed the certification of ISO 27001 Information Security Management System in May 2017 and is reviewed by the certification agency every year on a regular basis to continuously reinforce the protection of information security systems.
The Company attends external information security conferences, such as meetings held by the Information Security Working Group under the Bankers Association, and has become a member of the Financial Information Sharing and Analysis Center (FISAC) to reduce risks by information sharing, and actively attends seminars organized by Taiwan Academy of Banking and Finance and other information security professional institutions.