Mega Securities upholds financial professionalism and ethical business practices, with fair treatment of customers serving as a core element of its corporate culture. In accordance with the Financial Consumer Protection Act and the Fair Customer Treatment Principles, the Company has established its Policy and Strategy for Fair Customer Treatment as well as an annual Fair Customer Treatment and Anti-Fraud Plan. These initiatives are implemented through a three-lines-of-defense framework consisting of business units, compliance and risk management functions, and internal audit.
Business units conduct semiannual reviews of compliance with the Fair Customer Treatment Principles, while the Legal and Compliance Department prepares supervisory reports for submission to the Fair Customer Treatment Committee and the Board of Directors. The execution status of the fair customer treatment plan is regularly reported to the Board, which applies the Plan-Do-Check-Act (PDCA) management cycle to strengthen accountability. Through annual customer satisfaction surveys, mystery shopper assessments, internal policy reviews, quarterly evaluations of customer complaints by relevant committees, and regular and ad hoc departmental meetings to review products and services, the Company gains a thorough understanding of customer characteristics and needs and accordingly enhances the design, marketing, distribution channels, and dispute resolution processes of its financial products and services.
To further embed a customer-centric culture throughout the organization, Mega Securities provides training programs on fair customer treatment and financial accessibility services. In 2025, the Company also launched its Fair Customer Treatment Ambassador Program, further integrating the principles of fair customer treatment into employees' daily practices and fostering a top-down culture of customer fairness.
In 2025, Mega Securities continued to strengthen its fair customer treatment culture. The Company convened nine Fair Customer Treatment Committee meetings throughout the year and provided fair customer treatment and financial accessibility training programs, achieving a 100% completion rate among directors, supervisors, senior management, and all employees. The Company was also recognized externally for its efforts, ranking among the top 25% of large integrated securities firms in the Financial Supervisory Commission's Fair Customer Treatment Principles Evaluation for the fifth consecutive year and receiving several accolades, including the Best Fair Customer Treatment Award, demonstrating its commitment to customer service excellence.
To safeguard customer rights and interests, Mega Securities has established comprehensive customer complaint management procedures and grievance channels. Through a structured framework that includes complaint classification, root-cause analysis, and continuous improvement measures, the Company continuously enhances service quality and operational processes. In 2025, Mega Securities and its subsidiaries handled a total of 16 customer complaint cases, all of which were appropriately resolved and closed. In addition, the Company initiated the implementation of the ISO 10002 Customer Satisfaction and Complaint Handling Management System in 2025 to further improve complaint management practices.
To continuously enhance customer experience, Mega Securities conducts annual customer satisfaction surveys and mystery shopper assessments to gather customer feedback. In 2025, overall customer satisfaction reached 87% for brokerage services, 96.49% for wealth management services, and 92.3% for online account-opening services at Mega Futures. Based on customer feedback, the Company continues to optimize its digital services and anti-fraud measures. During the year, Mega Securities also organized 447 financial literacy and anti-fraud awareness activities, reaching students, senior citizens, persons with disabilities, new immigrants, and the general public, thereby promoting fraud prevention awareness across society.
