Consumer Dispute Resolution Mechanisms


Bank SinoPac and SinoPac Securities established the "Customer Dispute Resolution Regulations" to protect consumers' rights and interests and ensure that customer complaints are properly handled, establishing a complete process for handling customer disputes and complaints to improve services. Bank SinoPac and SinoPac Securities both have customer services hotlines, customer dispute resolution hotlines, and opinion e-mails. Customers can express their opinions via phone, e-mail or messages, or personally visiting branches. The scope of complaints accepted include consumer disputes arising out of products or services provided. Furthermore, the president of subsidiaries is the highest level supervisor responsible for handling and tracking consumer disputes, and all subsidiaries have a unit responsible for consumer disputes. The responsible unit must respond to customers within 5 business days after receiving a complaint and must properly handle the complaint within 30 days and reply results to the customer. The unit must examine the cause of the dispute and propose improvement measures to prevent the dispute from occurring again.

SinoPac Holdings and its subsidiaries also established consumer dispute supervisory unit, which is responsible for tracking consumer dispute cases and subsequent progress, in order to ensure that customers' concerns about bank services are properly handled. The unit summarizes the status of consumer disputes and reports it to the Board of Directors, showing that the Company take consumer disputes seriously from the top down. Furthermore, supervisors and employees of business units at Bank SinoPac and SinoPac Securities are all required to receive training for handling consumer disputes, in order to fundamentally lower the probability of consumer disputes. The training sessions share cases and handling techniques, which will effectively improve service quality and strengthen risk management concepts.

Customer dispute and compliant mechanisms of SinoPac Holdings and its subsidiaries