In this rapidly changing environment, customer needs and expectations are constantly evolving. To better meet customer requirements, we must continuously explore innovation and strive to build a more open, fair, and sustainable financial system. In this process, we believe that by implementing digital transformation and financial technology, we can offer customers more convenient, secure, and efficient services. Simultaneously, we will adhere to the principle of treating customers fairly, ensuring that every customer can access equal financial services.

Customers are the foundation of KTB business. Our goal is to improve customer experience, protect customers' benefits and rights, secure customers' assets, and assist customers to achieve their goals in life.

Build a Culture of Treating Customers Fairly

In line with international trends in financial consumer protection, in compliance with the "Principle for Financial Service Industries to Treat Customers Fairly" formulated by the FSC, and to enhance all our employees' awareness of consumer protection and compliance with relevant laws and regulations, KTB has formulated the "Policies and Strategies on Fair Treatment of Customers" and the "Regulations on Consumer Protection," all of which have been approved by the Board of Directors, aiming to implement the fair treatment of customers throughout the entire process of dealing with customers, from design, advertising, sales, contract fulfillment, service consultation to complaint handling. KTB specifies the relevant laws and self-regulatory guidelines regarding the "principles for fair treatment of customers" for all products and services, and stipulates the supervision and improvement plans for "principles for fair treatment of customers" and the education advocacies and training of employees, to ensure that the customers can fully understand the important contents of the goods or services and contracts, and be aware of their risks before entering into a contract with KTB.

Fair & Friendly Customer Service Promotion Committee

To ensure that customers are treated fairly and equitably throughout the entire transaction process and to deepen the KTB's core corporate culture of fair treatment of customers, the Board of Directors resolved in 2023 to establish the "Fair & Friendly
Customer Service Promotion Team." In early 2024, it was elevated to the "Fair & Friendly Customer Service Promotion Committee," with the President serving as the convener and the Compliance Department as the secretariat. The head office compliance department is responsible for the execution, with supervisors at each level promoting fair treatment of customers. Members of the management level and above in various business units of the head office serve as committee members, creating a horizontal communication channel to implement the companywide principle of fair treatment of customers. The committee convenes meetings every two months as a standard practice, with the presence and guidance of the Corporate Governance Officer (who also serves as the Board Manager) and the Auditing Department. These meetings aim to fulfill the oversight objectives of the Board of Directors.

The Digital Service and Channel Management Department is the dedicated unit responsible for ensuring fair treatment of customers. It is responsible for overseeing the implementation of the "Principle of Fair Treatment of Customers" across various departments, identifying any potential violations of the principle, proposing specific solutions, and presenting reviews and responses at committee meetings supervised by vice president and above.

KTB actively implement s the principle of fair treatment of customers and has established the "Financial Friendly Service Guidelines." It is required to review the internal regulations, education and training, business operations, and customer complaint cases related to the principle of fair treatment of customers every two months and make timely adjustments. The measures for fair treatment of customers are also included as designated items in department assessments, and the implementation status needs to be reported to the board of directors. The board of directors will then execute the resolution on fair treatment of customers and financial friendliness, and follow up with tracking, verification, and review.

Implement Customer Protection and Complaint Protection

KTB protects the rights and interests of customers and enhances their trust in KTB through preemptive prevention, handling during incident, and post-incident tracking and improvements

Provide Heartfelt Customer Services

KTB prioritizes "customers' needs," when developing all its products and services. Through visiting customers, customer suggestions, brainstorming by internal employees, KTB optimizes the contents and procedures of its products and services, aiming to bring customers the most heartfelt products and services of the highest quality.