Key Issues Raised by Stakeholders

Customers

Issue of Concern Our Strategy and Tactics
Ethical management Fubon’s “Code of Ethical Conduct,” “Ethical Management Best Practice Principles” and “Corporate Social Responsibility Best Practice Principles” reinforce ethical corporate management, foster sound business models and risk management mechanisms, and promote social welfare objectives.
Personal Information Protection Mechanism
Operating Performance Fubon Financial Holdings’ after-tax net profit rose 5.6% year-on-year in 2015 to NT$63.6 billion; EPS was NT$6.21. Both were company records and led the domestic financial holding company sector for the seventh consecutive year.
Corporate Sustainability
Consumer Rights Protection A financial consumer protection mechanism has been established at the financial holding company level as a basis for subsidiaries to handle consumer disputes fairly, reasonably and effectively.
Customer Complaint Mechanism A financial consumer protection mechanism has been established at the financial holding company level as a basis for subsidiaries to handle consumer disputes fairly, reasonably and effectively.
Employee Ethics / Integrity “Codes of Ethical Conduct,” “Ethical Corporate Management Best Practice Principles,” and “Corporate Social Responsibility Best Practice Principles” guide ethical management practices, foster sound business models and risk management mechanisms, and promote social welfare objectives.
Products and Services Before Fubon subsidiaries launch a new business or a new financial product or undertake important activities such as joint marketing, outsourcing or commercial cooperation initiatives, they must all be legally vetted to ensure that they fully comply with applicable regulations. Also, Fubon has established a “Policy on Fair Customer Treatment Principles” and a “Strategy on Fair Customer Treatment Principles” based on the Financial Supervisory Commission’s “Principles on Treating Customers Fairly.”
Customer Satisfaction A Service Excellence Committee consisting of top executives from Fubon Financial Holdings and subsidiaries has been set up and meets regularly; it shares innovative service information through a service excellence network to enhance service quality and strengthen customer satisfaction.
Meet the Needs of an Aging Society As Taiwan society ages, Fubon Life has helped people become more conscious of the potential risks of long-term care and long lifespans. In 2015, it introduced a “Senior Living Services Network” that helps customers prepare for retirement and operates a hotline exclusively for elderly policyholders.
FinTech Fubon Financial Holdings formally opened a FinTech Office in December 2015. It will work with Fubon’s financial services businesses and affiliated telecom, e-commerce and digital services providers to develop FinTech applications and introduce innovative, customer-oriented services based on new technologies.
Insurance that Helps Deal with Climate Change Fubon Insurance helps companies manage natural disaster risk using quantitative methods and strengthens their resilience through insurance planning and loss prevention measures. The insurer also worked with the Council of Agriculture to introduce Taiwan’s first aquaculture insurance product in 2015. The policy helps incorporated aquaculture businesses cope with losses stemming from climate change and natural disasters.
Nurturing of Artists The Fubon Art Foundation uses the creations of artists at home and abroad to design and develop premiums and gifts, achieving the dual goals of supporting artistic innovation and giving back to society.