Chunghwa Telecom values its customers' privacy rightsby 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.

Combat Fraud

To enhance customer care and prevent applications under false names, CHT always send out a written confirmation to validate applications for a new home or cell phone account with its customers. This is to ensure the confidentiality of consumers' personal information and prevent any potential illegal act.  In addition, some digits of the telephone number displayed on an ordinary individual subscriber's phone bill are masked with asterisk.  However, the full telephone number may be displayed on the bill at the request of the account subscriber.

In the event where customers' telephones were intercepted and used illegally by someone else, CHT will credit the charge incurred from illegal usage upon confirmation of all the details relating to the case.  In addition, CHT has created a detailed record of all reported loss of identification documents notified by the customers through any customer service center as part of the risk reporting system.  CHT will continue to enhance the background checks on any new application made at a branch located in a region different to the applicant's usual place of residence.

Please see CHT Privacy Policy.