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CSR

Index > CSR > Social Inclusion > Maintenance of Customer Rights
Maintenance of Customer Rights

 
Implementation of Principles for Fair Treatment of Customers

MICB upholds professional financial services and ethical services and abides by the Fair Customer Treatment Principles in accordance with the regulations of the Financial Supervisory Commission. Besides expressly specifying in various 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 employees understand the importance of thinking from the customer's perspective while implementing related indicators. To implement continuous improvements and enhance service mechanisms, MICB established the "Fair Customer Treatment Working Group" in 2019, which is composed of various business management units. To enhance processing of important customer complaints, the Work Group reviews the existing system based on issues in individual cases to reduce the amount of customer issues. MICB also established the "Fair Customer Treatment Section" on the official website to provide customers with related rights to make inquiries for the protection of financial consumers, and increase of financial consumers' confidence in Mega Holdings.

MICB 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 fully disclosed on the Bank's website, application forms, bills, brochures, electronic brochures, and advertisement materials. The Bank 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 2019, MICB received 92.4 points in the customer satisfaction, lower than the 93.7 points in 2018 mainly because MICB had more new bank clerks who were not yet familiar with operations and caused a slight decline in customer satisfaction. MICB will continue the following improvement plans to maintain service quality and improve customer satisfaction degree:

  • (1) Appoint a supervisor to take charge of monitoring and managing service etiquette over the counter or in calls.

  • (2) Equip clerks with an armband so that customers can easily identify them when they need assistance.

  • (3) Organize training courses on service etiquette of employees through the e-learning system.

In 2019, CKI's customer satisfaction scored 92, which was higher than the score of 89.1 in 2018. CKI will continuously train claims personnel on the items and procedures for claims to increase customer satisfaction.

MITC organized the first customer satisfaction survey in 2019 and the score was 4.19 points (5 points in total) which was higher than the target score of 3.5 points. MITC has implemented improvements based on the results of the survey to enhance the quality of services and increase customer satisfaction.

Customer Complaint Mechanisms

Mega Holdings provides customers with a variety of complaint channels to obtain their feedback. Consumers may file complaints in writing, by e-mail or by phone to Mega Holdings. MICB has set up the 24-hour customer service center. Customers may contact the customer service center by phone or website email. In 2019, the customer service center received about an average of 80,613 calls including customer service requests and complaints every month. MICB assigns dedicated personnel to process and respond to the customer complaints. The main complaints involved credit card, deposits and transfers, and service attitude. MICB regularly analyzes customer complaints and compiles reasons for customer complaints for internal reviews. It also proposes corrective measures and report to the Board of Directors on a regular basis.