Sustainability

Privacy Protection

 

Update: 2013/06/01

Chunghwa Telecom values its customers' privacy rights by carrying out the relevant protective measures on the following 4 dimensions in order to enhance protection of consumer confidentiality and to prevent CHT’s customer service staff (including permanent employees and contractors) from unlawfully accessing customer information from the corporate information system:

Laws and Regulations

● Protecting customer basic information by keeping it "confidential".

● Employees should sign the "business confidentiality agreement", and their senior executives should take full responsibility.

● In the event where a contractor is involved in confidential business matters, both the contractor and his/her employer shall sign the relevant confidentiality agreements.

 

Protection of Customer Information

● Pre-event control measures: Some of the customers' personal information is not accessible to first-linel operators.

● Post-event audit and random inspection: A complete record of information usage and inquiry is always well documented and maintained.

 

System Management

● First-line operators are prohibited from using portable storage device on their computers and sending emails. They also have limited access to Internet connection.

● Establish the customer information management system and supervisors shall check the inquiry records on a daily basis.

● Management of information authority is one of the key items of periodic and special audits of information security.

 

Internal Control

● All branches and offices shall report the implementation status of of the measures to protect consumer confidentiality on an annual basis.

● Customers' application forms are stored and locked away in designated cabinets.

● The corporate headquarter and branches shall conduct special audits on the various service centers.

● Promote the importance of ensuring the confidentiality of consumer information and the associated legal liabilities on regular basis.

 

Customer Privacy Service and Measures

In response to the upcoming implementation of the “Personal Data Protection Act,” an additional “Personal Data Protection Team” will be established under the “IT Strategy Committee”. We set up personal data safety training and awareness plan, personal data process analysis and inventory plan, risk assessment plan, which are all categorize as our KPI indicator.

In order to strengthen customer data protection, Chunghwa Telecom has categorized basic customer information as “top secret” documents and stored in locked counter. Employees are asked to sign the “Trade Secret Protection Contract” and their supervisors are jointly liable. Any outsourcing company is involved in trade secrets, must also sign related confidentiality agreements. Subsidiaries report protection status annually, headquarters perform random audits at customer service centers to enforce the implementation.

We treat the rights and interests of our customers as priority; we follow strictly to the Personal Information Protection Act and had never got beyond any range. We only collect data for legitimate and legal reasons.

For the customer service line built for rapidly solve complaints in privacy and confidentiality, we established ISO9001 Suspected Leakage Handling Procedures to report and handle all privacy complaints, hence to protect personal information and raise company appearance and service quality. In 2012, 69 suspected complaints of information leakage were reported, a 38% decrease compared to the 2011 statistics and make up 0.00014% of the total complaints.

Update: 2013/06/01

Chunghwa Telecom values its customers' privacy rights by carrying out the relevant protective measures on the following 4 dimensions in order to enhance protection of consumer confidentiality and to prevent CHT’s customer service staff (including permanent employees and contractors) from unlawfully accessing customer information from the corporate information system:

Laws and Regulations

● Protecting customer basic information by keeping it "confidential".

● Employees should sign the "business confidentiality agreement", and their senior executives should take full responsibility.

● In the event where a contractor is involved in confidential business matters, both the contractor and his/her employer shall sign the relevant confidentiality agreements.

 

Protection of Customer Information

● Pre-event control measures: Some of the customers' personal information is not accessible to first-linel operators.

● Post-event audit and random inspection: A complete record of information usage and inquiry is always well documented and maintained.

 

System Management

● First-line operators are prohibited from using portable storage device on their computers and sending emails. They also have limited access to Internet connection.

● Establish the customer information management system and supervisors shall check the inquiry records on a daily basis.

● Management of information authority is one of the key items of periodic and special audits of information security.

 

Internal Control

● All branches and offices shall report the implementation status of of the measures to protect consumer confidentiality on an annual basis.

● Customers' application forms are stored and locked away in designated cabinets.

● The corporate headquarter and branches shall conduct special audits on the various service centers.

● Promote the importance of ensuring the confidentiality of consumer information and the associated legal liabilities on regular basis.

 

Customer Privacy Service and Measures

In response to the upcoming implementation of the “Personal Data Protection Act,” an additional “Personal Data Protection Team” will be established under the “IT Strategy Committee”. We set up personal data safety training and awareness plan, personal data process analysis and inventory plan, risk assessment plan, which are all categorize as our KPI indicator.

In order to strengthen customer data protection, Chunghwa Telecom has categorized basic customer information as “top secret” documents and stored in locked counter. Employees are asked to sign the “Trade Secret Protection Contract” and their supervisors are jointly liable. Any outsourcing company is involved in trade secrets, must also sign related confidentiality agreements. Subsidiaries report protection status annually, headquarters perform random audits at customer service centers to enforce the implementation.

We treat the rights and interests of our customers as priority; we follow strictly to the Personal Information Protection Act and had never got beyond any range. We only collect data for legitimate and legal reasons.

For the customer service line built for rapidly solve complaints in privacy and confidentiality, we established ISO9001 Suspected Leakage Handling Procedures to report and handle all privacy complaints, hence to protect personal information and raise company appearance and service quality. In 2012, 69 suspected complaints of information leakage were reported, a 38% decrease compared to the 2011 statistics and make up 0.00014% of the total complaints.