The Bank of Taiwan (BOT) is committed to boosting financial consumer protection, and views "Treating customers fairly and strengthening ethical management" as our business strategy. We have established a corporate culture that focuses on fair customer treatment with a top-down approach, while improving employees’ understanding of financial consumer protection. Devoted efforts and times for many years, BOT is ranked top 25% in the Financial Supervisory Commission (FSC)'s “Treating Customers Fairly” Principles Assessment Program in 2024, which shows that BOT is actively committed to financial consumer protection.
BOT has long been following policies established by the supervisory authorities and has been prioritizing friendly financial services and fraud prevention. As the most trusted state-owned bank in Taiwan, we provide friendly financial services to vulnerable customers and assist the government in improving fraud prevention. To this end, we held the "Implementing Integrity Management and Enhancing Fair Customer Treatment" forum with the theme "Promoting Financial Friendly Services and Weaving a Fraud Prevention Safety Net," for people from different fields to communicate and share their opinions. The forum conveyed message of improving our warm and friendly services and determination to prevent fraud.
BOT has integrated the ISO 37001:anti-bribery management systems in order to implement a culture of sustainability and integrity. Guided by international standard, we hope to comprehensively improve our management system for bribery risks and unethical behaviors and carries out our integrity management philosophy. Pioneering in Taiwan’s financial industry, we show the best practices for integrity management, and contribute to Taiwan’s international image of incorruptibility.
BOT values customer opinions and suggestions. In order to improve customer service quality, BOT has also integrated the ISO 10002:complaints quality management in order to adjust and optimize our customer complaint handling system. The system has gone through a rigorous verification process, and has received strong approval from BSI, obtaining the certification with an excellent result. This allows our customer service to build a strong foundation for financial system.
With the intention of eliminating barriers for customers such as elderly and physical /mental disabilities to using financial services, BOT consults with many social welfare organizations and disability groups about their requirements, and delivers a number of digital inclusion measures, such as integrating friendly financial services to facilitate online one-stop searches. We also collaborate with the Taiwan Foundation for the Blind to create more a straightforward manual for elderly customers based on the concept of "More Pictures, Larger Fonts, Simpler Content," and has established a "Senior Websites" linked to the official website. The website also provides sources for podcasts on topics relevant to senior citizens, including our friendly financial services information as well as cross-industry cooperation service information.
Looking ahead to the future as Taiwan’s most trusted bank, BOT will continue to uphold its business philosophy of "Integrity, Care, Efficiency, Stability," and incorporate the concept of treating customers fairly into the daily operations of every bank employee from top to bottom, in order to provide "customer relationship oriented" financial services, thus becoming a lifelong financial service provider for all customers.