Taishin FHC Corporate Social Responsibility Report 2019

73 Sustainable Finance The financial system is an important partner in consumers’ dailylife. Therefore, Taishin offers financial education and guidance to children and the youth. We communicate correct concepts of finance, investment, and remain committed to improving our service quality and the protection of our customers’ rights Clients Products Description People with Disabilities Seniors Barrier- free ATM Online Banking Branch Services Access to financial services Clients Service Description Children Young adults Financial Education or Seminars Service Quality and dispute resolution mechanism Financial Education and Training Service Statistics Quality of the Products and Service Delivery Clients Service Description All Customers Financial Service Quality Service Bell at Entrance Accessible Ramp Tactile Tile Wheelchair-accessible ATM Blindness-friendly ATM Reading Glasses at Counter 2016 100 101 73 73 77 29 29 29 101 101 100 101 101 101 30 101 101 104 5 5 16 15 2017 2018 2019 Children financial education or camp Clients: Children Clients:Young adults Campus financial seminars Total (sessions) 3 8 1 2017 2018 2019 33 33 31 2017 2018 2019 36 41 32 2017 2018 2019 2016 2017 2018 2019 2016 2017 2018 2019 2016 2017 2018 2019 2016 2017 2018 2019 2016 2017 2018 2019 ＋ = ● By setting up height-adjusted ATMs and blindness-friendly ATMs to serve move- ment-impaired and visually impaired customers, or having user manual printed in Braille for visually impaired, we aim to provide convenient financial services. ● People with disabilities are entitled 3 interbank cash withdrawal privileges each month to reduce handling charge. ● By providing more friendly financial services for people with disabilities, the Bank has upgraded barrier-free internet banking and ATM websites. This practice made Taishin Bank obtained “Website Accessibility Specification Version 2.0” for Class A certification mark in 2018. And the mobile bank-friendly zone passed the “APP Accessibility Test Report” test by Taipei Association of Visually Impaired Parenthood. ● By devoting resources to promoting children’s financial education, and developed a proprietary board game called “Young Banker Officer-YBO Fantasy Farm” that aims to help children develop proper investment knowledge through games. The volunteers also go to remote rural areas and social welfare organizations to guide disadvantaged children the proper perspective on money spending through playing games. ● In addition to providing high-quality financial service and products based on the needs of various types of customers, Taishin has implemented the Fair Treatment of Customers Policy and has established a customer dispute resolution mech- anism to maintain the quality of financial services we adhere to. ● Regarding the service quality mechanism and dispute resolution mechanism, please see chapter “2-1 Customer Relationship Management ” ● By organizing campus investment seminars and participated in college workshops as guest speaker throughout the year. The proper investment perspectives were also brought by simple life cases and references for college students to learn easily. ● By installing a service bell at the front door of all branches since Jan. 2015, we aim to guide and assist customers to complete transactions when customers need. No. of Branches