Customer Relations Overview

Mega Securities upholds the financial expertise and philosophy of ethical corporate management, taking fair customer treatment as the core value of the corporate culture, while referring to the Financial Consumer Protection Act and the Principles of Fair Customer Treatment, to establish the policy and strategies of fair customer treatment, as well as the annual fair customer treatment plan. Through the implementation of the three lines of defense, namely business department, legal compliance and risk management, and audit, the business departments verify the Principles of Fair Customer Treatment, and the Legal Affairs and Compliance Office issues the supervisory report, to be submitted to the Fair Customer Treatment Promotion Committee and Board of Directors, and the implementation of fair customer treatment plans are reported in board meetings. The Board of Directors implements the accountability system according to the "Plan, Do, Check, Act" (PDCA) management cycle. Through the annual customer satisfaction survey and secret guest survey, customer complaints are reviewed in the meetings of the Fair Customer Treatment Committee on a quarterly basis. The internal regulations are reviewed if any revision is required on a yearly basis. The business departments review the products or services in the internal department meetings regularly and from time to time, to understand the attributes and needs of customers and adjust the design, marketing, channels, and dispute resolution of related financial products and services. Through the fair customer treatment and financial-friendly service seminars, among other training courses, the fair customer treatment is internalized into each employee's mind, to implement the principle of customer fair treatment from top to bottom. In addition, the entire official website of Mega Securities has obtained the certification of Accessibility Label, and in the website, the specific sections of fair customer treatment, financial-friendliness, and age-friendliness are established, so that the protection of the rights and interests of the underprivileged are protected; it also discloses the various friendly measures provided by Mega Securities, while continuously upgrading the barrier-free facilities and equipment of all operating sites to create a financial-friendly environment.