Customer Relations
Consumer Dispute Resolution Mechanisms
SinoPac Holdings’ subsidiaries have established comprehensive customer dispute complaint handling procedures. Customers can provide their valuable opinions through letters, dedicated hotlines, opinion e-mail, online form, and in-person visits to branch. Bank SinoPac, SinoPac Securities, and SinoPac SITC have established board-level consumer dispute handling policies and procedures. Dedicated consumer dispute supervisory units have been set up to track consumer dispute cases as well as their subsequent handling schedules and progress, ensuring that customer disputes are properly resolved. These units also compile general overviews of consumer dispute handling to report to the Board of Directors, implementing a top-down approach that attaches great importance to consumer disputes. To protect consumer rights and interests and ensure that customer complaints are properly handled.
To effectively reduce the occurrence of consumer disputes, employees of SinoPac Holdings and its subsidiaries participate in relevant training programs covering topics included the Financial Consumer Protection Act and introduction to the principle for treating customers fairly, patterns of consumer disputes and case studies, protection of the rights and interests of the elderly and persons with disabilities, and fraud prevention. The training sessions share cases and handling techniques, which help improve service quality and strengthen risk management awareness.
Customer dispute and complaint mechanisms of SinoPac Holdings’ subsidiaries
