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User Communication and Management

Diverse Channels for Engagement and Communication

Taipower places great emphasis on issues of concern to the general public. Through diverse channels, the Company maintains bilateral communication with its customers and improves service quality by following customer suggestions.

Diverse Channels for Engagement and Communication

Diversified Information Communication Channel

Taipower transmits information through multiple channels for different purposes as follows:

Communication channel Communication purpose Pipe connection
Official Website of Taiwan Power Company Official Website of Taiwan Power Company As the main gateway for information communication, the website provides the public with the latest and the most complete Taipower information. The site covers six major aspects and 29 topics. Taipower continuously improves the quality of data disclosure and convenience for people searching for information through the refinement of data charts and the principle of open data.
CSR Taipower Sustainability Webpage Demonstrates Taipower's sustainability strategy and the latest news and ESG public information disclosures
facebook Taipower on Facebook Promotes electricity knowledge, power-saving, and electricity safety, push services and event information, and responds to disputes in real-time
Taipower TV - YouTube Channel Taipower TV - YouTube Channel Records the story of Taipower so that the public understands the Company's business promotion and planning, and serves as an audio-visual database for Taipower's external communications
green Taipower Green Net A lively and interactive web page that shares information related to green energy and environmental friendliness with the public, hosts activities and presents news related to environmental education
bill Taipower Electricity Bill Specifies basic information such as fees and the amount of electricity consumed, multiple payment channels available, and reminders to voluntarily reduce electricity consumption.

Through the Medium of District Service Offices

 

Taipower has established a closely-linked service network across Taiwan that offers over-the-counter applications for various power and consultation services. These offices are responsible for the construction and maintenance of power supply lines within their service areas and for accommodating customers' needs with speedy and convenient responses. They are also responsible for the establishment of direct communication and the maintenance of good interactions with customers.

Through the Medium of District Service Offices

Online Feedback Channel

01

Customer feedback mailbox

A customer feedback mailbox was established on the corporate website to provide a smooth and effective feedback channel for the immediate processing of customer opinions, thereby improving service quality and satisfying customer demands.

Customer feedback mailbox

The customer suggestion mailbox received4,702letters in 2020

02

Customer Service Hotline

Provide 24/7 services all year round, including electricity bill and business inquiries, acceptance of electricity applications, and repair of power supply line equipment, etc., to improve service satisfaction.

Customer Service Hotline

In 2020, more than214.8 million calls were answered, and 95.89%of calls were answered within 20 seconds.

03

Dedicated Service

In order to strengthen customer-oriented services, Taipower provides dedicated services to customers using high-voltages, national trade associations, and village/neighborhood offices so as to maintain good communications with customers.

Dedicated Service

In 2020, there were a total of39,515 dedicated services performed for customers

Customer Satisfaction

Customer Satisfaction

 

In 2020, Taipower conducted an opinion survey for general, medium and large customers. The scope of the survey included quality of service, Taipower’s corporate image, customer feedback, and overall customer satisfaction. The 2020 survey was conducted between November 6 and December 18 of that year. In recent years, customer satisfaction has consistently been maintained at over 90%. The result indicates that the quality of Taipower's services has been recognized by customers.

 

In the future, Taipower will continue to handle customer service-related businesses in accordance with the Ministry of Economic Affairs’ Implementation Plan for Improving Service Efficiency, and strengthen its communication with customers to make service delivery even better.

Customer Satisfaction Scores from 2018 to 2020

 
Customer Satisfaction Scores from 2018 to 2020
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