Since 2019, the Financial Supervisory Commission (FSC) has been implementing an assessment mechanism for the financial services industry’s fair treatment of customers. This year (2023), evaluations were carried out for 36 banks, and the assessment results were recently announced. For the fifth consecutive year, Land Bank has ranked within the top 25%, placing it among the top 9 outstanding banks. This accomplishment underscores the commitment to the “Customer Rights First” ethos, upheld through collaborative efforts of the board of directors and senior management. With this shared value, the bank’s staff have diligently put fair customer treatment into practice, resulting in remarkable achievements and well-deserved recognition.
Our bank has established a robust organizational structure to promote the concept of fair customer treatment. With the board of directors as the highest supervisory authority, we established the “Customer Care Committee” in 2019, consisting of senior management members who convene cross-departmental meetings. These discussions deeply analyze the causes of customer complaints, formulate improvement measures, and contemplate ways to enhance fair customer treatment. The results are regularly presented to the board of directors, who diligently oversee and provide directives. This concerted effort motivates business units to strive for progress in the areas of “Friendly Service” and “Integrity in Operations,” which were newly highlighted in the 2023 evaluation by the FSC.
To enhance financial accessibility, we have established both software and hardware facilities and implemented comprehensive education and training programs. These initiatives consider diverse customer needs to create a friendly financial environment. Our efforts include setting up barrier-free counters, offering video sign language translation services, and providing multiple online platforms for various services. Our securities and financial information website, personal online banking portal, and online ATMs all hold the “Accessibility AA Level” certification. Additionally, our corporate website is equipped with “Read Assistance” and “Voice” functionalities. Our mobile banking app has been approved by the visually impaired association and offers services like smart customer support and dedicated customer service assistance for elderly customers (through direct call transfer). Through these various platforms and communication methods, we break barriers and ensure equal access to financial products and services for all customers. Furthermore, to bridge the gap in financial literacy, our sales teams engage in outreach activities in schools and rural areas to disseminate financial knowledge, safeguarding against financial exploitation and fraud. Among our 150 banking locations, we provide financial services in remote and island areas. Recently, we also collaborated with the Ministry of Finance on the “Cash for Everyone (All Citizens)” policy, assisting with cash distribution in rural areas. These efforts broaden our scope to effectively implement fair customer treatment.
In the pursuit of an integrity-driven culture, policies are formulated under the supervision of the board of directors, with an annual report on their implementation presented to the board by the dedicated unit responsible for political ethics, which enables oversight and review. Furthermore, the legal compliance unit has established a mechanism for assessing the risk of unethical behavior, conducting regular evaluations of such risks to examine the effectiveness of measures against conflicts of interest and unethical behavior. This unit proposes risk mitigation plans for enhancing specific operational aspects. Additionally, the audit unit includes preventing unethical behavior as a key audit focus. It incorporates it into the audit plan, thus completing the three-tiered internal control system for ethical operations. Moreover, our bank has instituted a whistle-blowing system parallel to our political ethics and legal compliance units. This system provides diverse channels and whistleblower protection measures to handle reported cases, thus fostering a transparent and ethical corporate environment.
To realize the concept of fair customer treatment, we must continually understand customer needs, reflect on shortcomings, and strategically plan for growth. In the future, we will persist in protecting the rights of all customer groups, enhancing financial inclusivity, and promoting an ethos of integrity in our corporate culture. This ongoing commitment aims to earn customer trust, pursue sustainable development, and evolve into a high-quality, customer-friendly financial institution.
Contact Person: Hsi-Chih Li
Contact Number: 02-2348-3295
