Sustainability

Customer Feedback

 

Chunghwa Telecom was the first (in 2011) telecommunication carrier to have call center certified for “ISO 10002:2004 - Customer Complaint Management System.” The Company sees customer’s complaint as an opportunity to make ongoing improvements. We have imposed rules to resolve customers’ dissatisfaction, complaints and opinions within 3 working days, and hence ensure continuous improvement of service quality.

 

Apart from the customer service hotline, consumers may also use the corporate website or the general line (02-23446789) to raise complaints directly to assistants of the senior executives. To further enhance consumers’ satisfaction, we have collaborated with external institutions to develop a detection system for potential customer complaints while at the same time taking step to improve on the complaints raised. Owing to our effective control, the NCC’s 2015 “Telecommunication Consumer Complaint Monitoring Report” showed Chunghwa Telecom exhibiting the lowest complaint rate among peers.

Internet communities for customer services:

Facebook fan page Chunghwa Telecom Dr. Q

● MOD fan page

● Hifree fan page

● CHT mobile academy

● HiNet HiChannel

 

Chunghwa Telecom was the first (in 2011) telecommunication carrier to have call center certified for “ISO 10002:2004 - Customer Complaint Management System.” The Company sees customer’s complaint as an opportunity to make ongoing improvements. We have imposed rules to resolve customers’ dissatisfaction, complaints and opinions within 3 working days, and hence ensure continuous improvement of service quality.

 

Apart from the customer service hotline, consumers may also use the corporate website or the general line (02-23446789) to raise complaints directly to assistants of the senior executives. To further enhance consumers’ satisfaction, we have collaborated with external institutions to develop a detection system for potential customer complaints while at the same time taking step to improve on the complaints raised. Owing to our effective control, the NCC’s 2015 “Telecommunication Consumer Complaint Monitoring Report” showed Chunghwa Telecom exhibiting the lowest complaint rate among peers.

Internet communities for customer services:

Facebook fan page Chunghwa Telecom Dr. Q

● MOD fan page

● Hifree fan page

● CHT mobile academy

● HiNet HiChannel