In this rapidly changing environment, we are acutely aware that customer needs and expectations are constantly evolving. To better meet customer requirements, we continuously drive innovation and strive to build a more open, fair, and sustainable financial system. Through digital transformation and the application of financial technology, we provide customers with more convenient, secure, and efficient financial services. At the same time, we uphold a human-centered approach and implement Fair Treatment Principle to ensure that every customer enjoys equal access to financial services. We actively promote inclusive finance to make financial services more accessible, helping more individuals achieve their financial goals.

Customers are the foundation of KTB’s business. We are committed to enhancing the customer experience, protecting their rights and assets, and supporting them in achieving their life goals. We consistently deliver high-quality services that keep improving.

Build a Culture of Fair Treatment of Customers

In line with international trends in financial consumer protection and in compliance with the “Principles for Financial Service Industries to Treat Clients Fairly” set by the FSC, KTB has formulated the “Policies and Strategies on Fair Treatment of Customers,” “the Regulations on Consumer Protection,” and ”Friendly Financial Services Standards, all of which have been approved by the Board of Directors. The spirit of fair treatment is embedded in every aspect of customer interaction (from product design, advertising, and the sales process, to contract execution, customer service, and complaint handling) ensuring fair treatment at every stage. KTB has clearly defined the applicable laws and self-regulatory guidelines related to fair customer treatment, along with supervisory mechanisms and improvement measures. Through ongoing education and staff training, KTB ensures that customers are fully informed of the key terms and potential risks of products and services before entering into a contract, thereby safeguarding their rights and interests.

◆ 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 Treatment of Customers and Friendly 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 company-wide Fair Treatment of Consumers. The committee convenes meetings every two months as a standard practice, with the presence and guidance of the Corporate Governance Officer 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 "Fair Treatment of Consumers" 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 adheres to actively implement the Fair Treatment of Consumers. It is required to review the internal regulations, education and training, business operations, and customer complaint cases related to the Fair Treatment of Consumers 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.

The Company, in accordance with the "Fair Treatment of Consumers" policy, has incorporated relevant regulations and codes of conduct into its training programs. In 2024, training were conducted for all employees across the entire Bank, from frontline employees to senior management, covering topics such as the Financial Consumer Protection Act, Fair Treatment of Consumers, and the Convention on the Rights of Persons with Disabilities (CRPD). A total of 134 sessions were held, with 21,392 participants and a cumulative total of 29,676 training hours.

Practical Actions and Results for Fair Treatment of Customers

◆ The Board of Directors Promotes the culture of "Fair Treatment of Customers"

◆ Regularly and Strengthen the Review of the Implementation of Fair Treatment of Customers

◆ Comprehensive Education Training and Advocacy

◆ Enhancing Customer Experience, Rights, and Asset Protection

Product Design and Service Quality Assurance

When designing products or providing services, KTB adopts preventive measures in advance to safeguard customer rights and enhance customer trust in the Company.

․ KTB has formulated relevant regulatory compliance procedures for matters regarding consumer rights and interests, such as operational guidelines, products, application forms, contract of adhesion (including terms and conditions), revision of other related documents, or before the introduction of new products and services and application to the competent authorities for new businesses. A three-stage verification mechanism will be implemented to ensure that their contents comply with laws and internal regulations such as the principles of fair treatment of customers. In 2024, the Compliance Department conducted checks on 213 cases of legality, including new products and services, achieving a 100% inspection rate.
․ KTB has set up a "Dedicated Money Trust Commodity Review Team" and "Insurance Agency Business Commodity Review Team," and hold product review meetings from time to time to properly evaluate its legality, reasonableness of cost, risk remuneration and full disclosure of information, to determine whether it can be sold on the channel or only available to professional investors.
․ KTB has build a "Customer Investment Attribute Evaluation Form," and has indeed carried out the evaluation of customer risk attributes before conducting financial transactions or providing customers with foreign currency or investment-type insurance products, so as to provide products with suitable risk attributes. In addition, for customers who have taken out insurance products, KTB has established different suitability inquiry mechanisms to distinguish the suitability of various products or services for customers and ensure that the suitability measures are properly implemented.
․ KTB fully discloses and explains information including the basic knowledge, all fees and collection methods, risks involved, and complaint channels, so as to ensure that the customers understand the nature of the products and the potential risks.

Relevant products will be specifically assessed and surveyed for suitability concerning elderly customers:

Customer Complaints and Consumer Rights Protection

To safeguard consumer rights, the Company has established the "Guidelines for Handling Customer Complaints" to address general complaints, financial consumer disputes, and personal data breaches. In principle, "customer complaint cases" should be resolved within seven days, while "financial consumer and improvements are also ensured. Channels for filing complaints: Complaints may be submitted via telephone, written correspondence (including those referred by competent authorities), the Company's customer service email (customerservice@mail.ktb.com.tw), in-person visits (at branch counters), or through competent authorities. These channels are not restricted by business hours. Additionally, a dedicated customer complaint hotline is available at (06)213-5231, with service hours from 9:00 AM to 5:30 PM on business days. The Company has established a dedicated unit to handle customer complaints, aiming to enhance processing efficiency, improve customer satisfaction, strengthen risk management, and drive continuous improvement. During incident investigations, the responsible business units collaborate with the complaints handling unit, and regular reviews and reports are conducted. A consolidated report on complaint cases is submitted to the Board of Directors every six months. The principles for establishing the complaint mechanism are as follows:

1. Establish a risk-based complaints handling mechanism: Complaints are assessed based on the Company's risk indicators to determine their risk level. Cases are then classified and handled accordingly, with the reporting level determined by the severity of the risk.
2. Enhance division of responsibilities and accountability in handling consumer disputes: A three-tiered escalation mechanism has been established. The first level involves the responsible business unit, the second level is the Vice President, and the third level is the President.
3. Refine the complaints handling process: The “Customer Service and Complaints Hotline” and“Customer Service and Complaints Email” are designated as official channels for customers to inquire about the status of their complaint cases.

Customer Service Outcomes

KTB conducts annual surveys through distributing surveys at the counter and online to understand customer satisfaction, serving as a basis for formulating subsequent improvement measures. In 2024, a total of 1,782 valid responses were collected, with an overall satisfaction rate of 92.5% satisfaction across all service channels and business areas exceeded 88%.

Anti-Fraud Mechanisms and Measures

As fraudulent tactics become increasingly diverse and covert, financial institutions bear a critical responsibility to safeguard customer assets. The Company continues to strengthen its internal control processes through four key measures—early warning, auditing, control, and reporting—while maintaining close collaboration with law enforcement, financial regulators, and other relevant agencies to establish a cross-institutional fraud prevention network. We recognize and reward frontline staff and business units that excel in fraud prevention to acknowledge their contributions in intercepting scams. At the same time, the Company actively promotes anti-fraud awareness through various channels, including fraud prevention campaigns, the official website, LINE messages, and social media, to enhance the public’s ability to detect and avoid fraud. For related execution details, please refer to the activities related to the popularization of financial anti-fraud knowledge education. The Company's anti-fraud achievements can be found in the "Anti-Fraud Promotion" to safeguard the public's assets.