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The Implementation of Friendly Financial Services of Chunghwa Post Co., Ltd (Updated on Feb 11, 2025)
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| Postal Services Environment |
- Chunghwa Post has included accessible facilities in all its future construction planning to provide people with physical/visual disabilities with easy access to post services.
- Accessible service counters will be included in the design of the business halls of all Chunghwa Post branches.
- Accessible ramps will be constructed in newly built and renovated branches if needed in accordance with relevant government regulations.
- Accessible restrooms will be constructed based on spaces available in some branches in accordance with relevant government regulations.
- Each branch of Chunghwa Post has a ring for service at the entrance of the business hall or a volunteer to assist in guiding the direction.
- Each branch of Chunghwa Post provides reading glasses for the seniors at the business hall.
- Customers with accessibility needs or other special requests may find Special Assistance Counters on the first floor of all multi-story post offices.
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| Account Opening and Other Services |
- Applicants with disabilities can apply for opening an account and other banking services through the following methods:
- Authorize a third party:
Authorize a representative by presenting a power of attorney approved by a court or a public notary; or authorize a representative by presenting a power of attorney and have this authorization verified by the receiving office.
- Apply in person:
- Applicants with visual disabilities may apply with the assistance of a person who does not have a visual impairment to assist them in reading the application documents. The applicants not accompanied by family members or friends may apply through the assistance of a counter clerk who doesn't undertake the application by following the above method.
- Applicants may apply for banking services through writing or other effective communication methods (e.g.: stand up and face the clerk, or by speaking slower with the help of gestures or pictures).
- ※For account opening application documents and forms, please refer to “Postal Savings and Remittances Section” (Chinese Version)
- Applicants with physical/mental disabilities who are unable to write or sign the application documents in person may apply through the following methods:
- The counter clerk who doesn't undertake the application may help to fill out the application documents or by computers.
- The applicants who use a seal instead of a signature shall be verified under the signature of either a family member, a friend, a worker of social welfare organizations, or a counter clerk who does not undertake the application.
- The applicants who use a fingerprint, cross or other marks instead of a signature shall be verified under the signatures of two people. They may include either a family member, a friend, a worker of social welfare organizations, or a counter clerk who does not undertake the application.
- Digital Branches of iPost offers filling out forms, getting a Queue Number, and making an appointment for some baking services online.
- The application forms with QR code of banking services are available to download from Chunghwa Post Website. Applicants with visual disabilities may scan the QR code and use the voice assistance system.
- Post APP：
We have released new Post APP on March 21,2022, and it provides audio guide service which is convenient for the visually impaired to query account transaction details, transfers, pay fees, etc.
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| Insurance/ Change of Contract/ Claims |
- The handling of life insurance business (such as applying for insurance, changing contracts, or filing claims) for individuals with disabilities (e.g., visual, hearing, speech, physical, mental, and intellectual disabilities), indigenous people, or new residents is outlined as follows:
- Acceptance Methods:
- In-Person Service:
The policyholder or their family members or friends can first contact our customer service hotline at 0800 or any local post office to schedule an appointment. The post office will assign a dedicated staff member to assist the policyholder with completing the necessary forms and will explain the related procedures clearly and appropriately.
- Non-In-Person Service:
If the policyholder is unable to visit in person, the policyholder or their family members or friends can contact our customer service hotline at 0800 or any local post office to schedule a visit. A dedicated staff member will visit the policyholder's location to assist in completing the necessary forms and explain the procedures clearly and appropriately. If the policyholder has a visual impairment, two witnesses (or one to two for claims) must accompany the policyholder. Additionally, the policyholder may use a computer to connect to the Internet Post Office or Post APP (with prior application) to handle contract changes and other online insurance services.
- Document Assistance Service:
If the policyholder has difficulty filling out forms, the staff member can assist in completing the documents, after which the policyholder will personally sign or seal them.
- Signature Issues:
If a person with a disability is unable to sign the documents, they may use a seal as a substitute for their signature. A notary public or one witness (such as a family member, social welfare staff, or someone other than the case handler or sales representative) must sign to verify the policyholder's rights. The witness cannot be a minor or a person under guardianship or assistance. If the policyholder uses a fingerprint, cross, or other symbol instead of a signature, two witnesses are required, according to the Civil Code. One of the witnesses must be a family member or social welfare staff, and the witness cannot be the case handler or sales representative.
- Service Channels:
If the policyholder has any inquiries regarding insurance applications, claims, contract changes, or other insurance-related matters, they can visit any local post office, call our customer service hotline at 0800, or email us at serviceu@mail.post.gov.tw for personalized assistance.
- Policyholder, Insured, or Beneficiary is not full legal capacity:
If the policyholder, insured, or beneficiary is legally incapacitated, restricted in their capacity to act, or under guardianship or assistance declaration, their legal guardian, guardian, or assistant should handle the relevant life insurance business on their behalf.
- New care measures and protection of rights and interests for customers over 65 years of age:
- When selling the various insurance products to customers (including the applicant, the insured, and consignor of automatic billing) over 65 years of age (including), the sales agents of the Company shall record on the “Sales Agent Report” whether the senior customer has the ability to distinguish situations that are disadvantageous to his or her rights and interests as an insured and whether the insurance product is suitable for the senior, in addition to recording the reason of evaluation into the evaluation records.
- When selling insurance products with surrender value (excluding Small Amounts of whole-life Insurance, 1-year Term Insurance and Insurance Rider) to customers, insurance companies shall, after obtaining the customer's consent, maintain the record of the selling process by audio or video means, to confirm the product's suitability for the customer.
- When a customer purchases an insurance product requiring policy value reserve (excluding small-amount whole-life insurance and accident insurance with an insurance period of fewer than three years), health insurance product, or mortgage life insurance product that pays survival benefits, the insurance company shall assign staff from to make a phone call to inform or confirm with the customer the following matters after the insurance contract is sold but before underwriting is approved. The insurance company shall raise questions regarding situations that are disadvantageous to his or her rights and interests as an insured with regards to the insurance products purchased, in order to confirm that the customer understands the properties of the insurance product and the potential influence and various unfavorable factors.
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| Accessible ATMs and Audio ATMs |
- Chunghwa Post provides accessible ATMs and audio ATMs at multiple locations for persons with physical or visual disabilities to use. As of December 31, 2024, Chunghwa Post has set up 2,425 accessible ATMs at 1,451 locations and about 290 audio ATMs at 244 locations across Taiwan.
- Starting from January 1, 2017, depositors of Chunghwa Post with a disability card can apply for free inter-bank withdrawal handling fees three times per month via accessible WebATM or over the counter.
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| Accessible Website |
- Chunghwa Post Website has obtained Level A Badge of Web Accessibility Guidelines 2.1 in March 2024.
- The accessible iPost and accessible WebATM of Chunghwa Post started to provide accessible financial services on September 14, 2023, and April 9, 2024, and January 24, 2018, respectively; both of which have obtained Level A Badge of Web Accessibility Guidelines 2.1 .
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| Exchange Rate/Interest Rate |
- Each branch of Chunghwa Post has an electronic interest rate board at its business hall that displays the latest exchange/interest rates.
- The exchange rate and interest rate updated by Chunghwa Post are renewed at iPost/our APP platforms concurrently for persons with disabilities to check the latest information.
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| Rights Protection/Contact Methods |
- Chunghwa Post established the Chunghwa Post Directives for Handling Consumer Dispute over Postal Savings and Remittances Related Business and the Chunghwa Post Directives for Handling Consumer Dispute over Life Insurance Business in accordance with the Financial Consumer Protection Act and the Principle for Financial Service Industries to Treat Clients Fairly, to equally treat and guarantee the rights of all financial consumers.
- Each branch office of Chunghwa Post provides feedback forms for customers to leave their opinions and can be returned via Freepost.
- The Chunghwa Post website has a Suggestions section that allows hard-of-hearing persons to send their comments via interactive communication response service.
- Chunghwa post provides 24-hour digital customer service.The real customer service hour：Mon~Fri 08:00-21:00.(Except on public holidays)
- The 24 hours hotline of Chunghwa Post allows customers to make a complaint or give their feedback through the below methods:
- Mobile user: (04)2354-2030#7
- Toll-free customer service line: 0800-700-365#7
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