Financial Friendliness
Fair Treatment of Customers Principles
Uni-President Asset Management adheres to the “customer-oriented” philosophy and regards friendly financial services as an important practice in implementing the principle of fair treatment of customers. Throughout the processes of product design, sales, contract fulfillment, and customer service, the Company provides transparent and impartial financial services to ensure the protection of consumer rights and interests. In compliance with the Financial Consumer Protection Act, the Company has established the Policy on the Implementation of the Fair Treatment of Customers Principles and the Strategy for the Implementation of the Fair Treatment of Customers Principles. These requirements have been institutionalized and integrated into internal control and training mechanisms. A dedicated Sales Division has been established, with the head of the Sales Division - Senior Vice President responsible for coordinating the planning and implementation of the annual Fair Treatment of Customers Plan, and regularly reporting implementation progress to the Board of Directors on an annual basis to strengthen governance oversight of the effectiveness of fair treatment of customers implementation.
To ensure the implementation of friendly financial services, the Company fully upholds the principle of integrity throughout the entire process from product design, sales, contract fulfillment, to customer service. It provides investment advice that aligns with customers’ risk tolerance. Additionally, employees who demonstrate excellent and customer-friendly service are regularly evaluated and awarded bonus points. Their performance evaluations are then linked to promotions, salary adjustments, and bonus distributions, helping foster a service culture that prioritizes customer interests. Furthermore, through internal audits, education and training, and complaint mechanisms, we ensure the professionalism of business personnel, enhance service quality, and create a fair and friendly investment environment. Prior to the launch of new products and services, we convene product meetings to re-confirm product risk attributes, compliance, and alignment with advertising and solicitation materials, and reports the results to the Board of Directors to safeguard customer interests.
Customer Complaint Handling Process
To ensure that complaint cases are responded to promptly and resolved appropriately, the Company has developed the Uni-President Asset Management Consumer Dispute Handling Procedures with reference to the ISO 10002 guidelines. Following internationally recognized principles of investor protection, we implement the core principles of fairness, transparency, accessibility, timeliness, and continuous improvement, and establish clear mechanisms for complaint acceptance, case assignment, handling, response, and review. Statistical analyses and key review points regarding relevant complaint cases are regularly reported to the Board of Directors for oversight and supervision in accordance with existing governance mechanisms, serving as a reference for the continuous improvement of investor protection and service quality.
Through standard operating procedures and cross-departmental collaboration, Uni-President Asset Management safeguards customer rights and enhances service quality. The main processing stages are as follows:
Case Acceptance
The Customer Service Department receives the case, reassures the customer, and records the 5W1H information. Based on a risk assessment, the Department notifies relevant departments, completes the Customer Complaint and Recommended Action Form, and forwards it to the responsible unit.
Initiation
The customer service supervisor and the responsible unit determine whether to initiate a project meeting based on the impact of the case, conduct a preliminary understanding of the situation, and draft a report.
Investigation (Company Side)
The responsible unit assigns personnel to investigate evidence from the Company, including audio and video recordings and other relevant materials. A customer complaint investigation report is prepared for reference by customer service, auditing, legal, and other relevant units.
Investigation (Customer Side)
The customer’s statements are verified to confirm the customer’s demands, claims, and the development of the situation. After preparing supporting evidence, the results are reported to relevant units to formulate a response strategy.
Decision
The investigation results from both sides are compiled, the evidence is analyzed, and a resolution plan is developed. Negotiations between both parties are facilitated to reach a consensus, and a case resolution report is ultimately drafted.
Reply
The responsible supervisor and the head of the Operations & Support Division review and approve the response, which is then formally sent to the complainant or the complaining unit. If a written response to the competent authority is required, the letter is issued by the unit responsible for the incident after review by the auditing and compliance units.
Case Closure
Customer service personnel compile and file the case closure information. If the case involves a competent authority, the Company will proactively submit a report to complete the overall complaint case management process.
Customer Complaint Channels
To ensure that customer feedback can be promptly reflected and properly addressed, the Company provides multiple complaint channels, including telephone, letter, email, and referrals from competent authorities. A dedicated unit centrally handles and tracks all complaints to safeguard customer rights and improve service quality.
Main Complaint Channels
Customer Complaint Hotline: 02-27478388 or 0800-018-889
Customer Complaint E-mail: upamc.ezmoney@uni-psg.com
Case record
In 2025, the Company received a total of 1 customer complaint, primarily concerning the failure to promptly update the estimated net asset values of ETFs on the official website. Customer service personnel immediately addressed the issue by providing an explanation. Concurrently, the Company coordinated with internal IT personnel to verify the system and continuously monitor website updates to ensure that customers receive a positive investment experience.
Protection Mechanisms for Senior Investors
To strengthen financial consumer protection for senior investors, the Company has established a KYC investment suitability assessment mechanism. This incorporates additional evaluation procedures during account opening to ensure that investment decisions align with the customer’s personal financial condition and risk tolerance. Furthermore, all customers aged 65 or older, regardless of whether they are new or existing customers, are required to undergo an additional assessment each time the KYC assessment form is updated. Key assessment items include:
- Physiological condition: Whether the customer possesses the ability to communicate, and whether assistance from relatives, friends, or third parties should be arranged if necessary
- Liquidity needs: Whether the customer can maintain sufficient funds to cover living expenses for at least six months
- Financial literacy level: Whether the customer is familiar with investment products and their risks
- Social relationship status: Whether the customer lives alone and the frequency of interaction with relatives and friends
If an elderly customer is deemed vulnerable, the Company will activate an enhanced management mechanism, which includes conducting monthly investment suitability reviews. Additionally, for customers who have subscribed to or increased their investments in high-risk funds (RR5), we will conduct regular follow-ups and annual telephone care to monitor any unusual trading patterns (such as frequent or large-amount transactions within a short period), confirm that their investment decisions align with their needs, and provide necessary financial guidance. Furthermore, if any of the following situations arise during channel services or sales support processes, they will be regarded as signs of abnormal transactions involving senior financial consumers. In response, the Company will strengthen care measures and take appropriate actions:
- 1. The investment amount, trading frequency, or type of product is clearly inconsistent with the customer’s past investment experience or risk tolerance
- 2 The customer conducts large-amount transactions within a short period of time, or demonstrates a clear lack of understanding regarding product details and risk disclosures
- 3. The customer’s trading decisions appear to be influenced by third-party instructions, accompaniment, or undue influence, and the customer is unable to clearly explain the investment objectives
- 4. The customer exhibits abnormal behavior during the transaction process, such as repeatedly changing decisions or providing inconsistent explanations
- 1. Increase the frequency of follow-up inquiries and repeatedly confirm investment intentions, while clearly explaining the product’s characteristics and potential risks
- 2. Remind customers of fraud risks and verify the legitimacy of the source of transaction funds and the purpose of the investment
- 3. Depending on the circumstances, advise customers to postpone the transaction and provide opportunities for further explanation or consultation
- 4. In accordance with internal procedures, report suspected irregularities to the relevant units for follow-up handling and monitoring
Multi-channel and User-friendly Service Methods
Uni-President Asset Management adheres to the “people-oriented” service philosophy and is committed to creating a friendly and barrier-free financial service environment. Through diverse channels and specific service measures, we ensure that customers with varying needs can smoothly access investment information and complete transactions. The relevant friendly service measures are as follows:
- Implement KYC and investment suitability assessment mechanisms when processing investment transactions, and carefully evaluate customers’ risk tolerance
- Provide counter service personnel to assist senior customers with online account opening, trading, and data updates, thereby lowering operational barriers
- Plan and provide senior-friendly large-print forms and terms and conditions to help customers clearly understand transaction details
Provide friendly financial services tailored to the needs of customers with various types of disabilities, including:
- For customers with hearing impairments, dedicated staff communicate through written notes; for customers with visual impairments, dedicated customer service personnel provide verbal explanations
- For customers with mobility impairments, business locations are equipped with accessible elevators and friendly pathways to assist with entry, exit, and conducting business
- For customers with special needs who require further assistance, provide immediate responses and necessary support based on individual circumstances to ensure a smooth transaction process
- Through regular monitoring and review mechanisms, continuously assess the suitability of digital financial services for disadvantaged groups and middle-aged and senior customers, and refine and adjusts these services as needed
- Provide online trading platforms and APPs that support account opening, subscription, redemption, and inquiry functions
- Counter staff assist customers in using digital tools to ensure that their service rights are not compromised due to the digital divide
- Provide a private space for investment transactions, implement personal data protection and information security management mechanisms, and prevent the leakage of transaction information
- Promote regular investment plans to lower the investment threshold
- Conduct online and in-person wealth management seminars to enhance investors’ financial literacy
- Provide fund information, investment education, and real-time interactive services through digital platforms
- Offer bilingual (Chinese and English) services to assist non-local customers in understanding investment processes and document content
- Establish a dedicated financial knowledge section to systematically provide information on wealth management and investment, and help investors gain a comprehensive understanding of investment concepts and market operations
Note: For more specific friendly financial service measures, please refer to the “Financial Friendly Service Section” on Uni-President Asset Management’s official website
Financial Friendly Education Cases
“Investor Education Event” Co-hosted by the Taiwan Stock Exchange and Uni-President Asset Management
This investment seminar, co-hosted by the Taiwan Stock Exchange and Uni-President Asset Management, focused on explaining the new trading rules for the centralized market and analyzing the overall market environment. Professional managers also shared insights on macroeconomic trends and ETF products to help investors develop a sound understanding of investment.
Financial Fraud Prevention
Uni-President Asset Management has established internal management systems for fraud prevention and investor protection in accordance with regulations set by financial regulatory authorities, and has incorporated these requirements into its KYC (Know Your Customer) procedures and the implementation of investment suitability assessment mechanisms. During channel promotion and customer service processes, the Company proactively identifies potential risks through care-based inquiries and anomaly reporting mechanisms to reduce the occurrence of fraud and safeguard investor rights and interests.
In practical implementation, channel sales and service personnel follow established operational procedures to strengthen customer care and reminders under specific circumstances, including:
- 1. When a customer’s investment behavior is clearly inconsistent with their risk tolerance or past investment experience
- 2. When senior customers or financially vulnerable groups engage in transactions involving large amounts or unusually frequent transactions
- 3. When inconsistencies arise in a customer’s explanations regarding investment product details, the source of funds, or the purpose of the transaction
- 4. Situations where channel or service personnel detect suspected improper influence by third parties or potential fraud risks
When encountering the above situations, we will, in accordance with internal procedures, provide more detailed explanations of investment risks, confirm the customer’s investment intentions, and coordinate with the Company’s existing reporting and follow-up handling mechanisms to reduce the likelihood of fraud incidents.
In addition, the Company has promoted anti-fraud awareness through its official website and social media platforms, established dedicated anti-fraud sections, and regularly issued warning messages. We clearly state that we do not engage in individual stock recommendations, investment groups, or discretionary trading on behalf of customers. At the same time, we continue to participate in seminars organized by the Securities Investment Trust & Consulting Association and campus lectures to help enhance investors’ ability to identify fraud risks. In 2025, in addition to collaborating with the Association on touring awareness campaigns, the Company independently organized a total of 29 student seminars. The number of anti-fraud awareness events held accounted for 9.45 events per NT$100 million of total assets.
Anti-Fraud Awareness Campaigns
