Chunghwa Telecom values listening and responding to the voice of consumers. Through continuous improvement and the innovative launch of telecommunications products and distinctive application services, the Company is committed to meeting consumer needs. In addition to an ongoing elevation of product and service quality, Chunghwa Telecom departs from the consumer perspective and establishes diversified service channels to ensure that consumers have access to comprehensive, high-quality, and efficient service experience.
Complaint Management and Continuous Improvement Mechanism
Chunghwa Telecom's customer service team has maintained international certification under the ISO 10002 Customer Complaint Handling Management System since 2011, demonstrating its professionalism and commitment. The Company keeps pace with evolving practices and continuously updates its management processes to ensure that the system complies with international standards. Chunghwa Telecom has established a standardized complaint handling process as well to actively respond to customer feedback, committed to elevating its service experience.
Pursuant to the ISO 10002 Customer Complaint Handling Management System, Chunghwa Telecom has established standardized customer complaint handling and improvement process as follows:
Customer Needs-Driven Innovation Cycle: Integrating Voice of Customer (VoC) into the Service Design Process
VoC Management Case Study: Optimization and Enhancement of Service Quality at Service Centers
Diverse and Convenient Communication Channels: All-round Listening and Real-time Support
Chunghwa Telecom is committed to building an omnichannel communication system to ensure that every customer can seek support or provide suggestions anytime, anywhere. The diverse service interfaces are also integrated as follows to create an accessible interaction experience:
| Service Channel | Description |
|---|---|
| Text-Based Online Customer Service |
(1)
Web-based text online customer service:https://chat.cht.com.tw/
(2)
Chunghwa Telecom App:https://123.cht.com.tw/IVRredir/
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| Voice Hotlines with Professional Services | Through dedicated hotlines, such as 123 (directly accessible via landline or mobile) and 0800-080-123, Chunghwa Telecom's professional customer service team provides in-depth consultation and one-on-one support. |
| Service Centers |
(1)
Physical locations: As of the end of 2025, Chunghwa Telecom operated 673 service centers across Taiwan, providing thoughtful face-to-face services.
(2)
Online services: Chunghwa Telecom provides a web-based service platform（https://123.cht.com.tw/）and the Chunghwa Telecom App （https://123.cht.com.tw/IVRredir/）, enabling customers to check bills and provide feedback online anytime.
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| Social Media Services | Chunghwa Telecom Dr. Q Facebook Fan Page: https://www.facebook.com/CHTdoctor/?locale=zh_TW |
| AI Smart Voice Customer Service | AI voice assistant technology has been deployed to offer 24/7 automated consultation and real-time guidance, significantly reducing waiting times. |
4 Digital Equity and Inclusive Service Practices
To put the concept of digital equity into practice, narrow the digital divide, and actively expand diversified service channels, Chunghwa Telecom has launched services such as Sign Language Customer Service, Friendly Customer Service, and Age-Friendly Customer Service since January 2024. As of 2025, the customer service satisfaction rate reached 95.87%. Details of the services are as follows:
| Service Item | Concrete Measures |
|---|---|
| Age-Friendly Customer Service |
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| Services for Individuals with Mobility Challenges | Chunghwa Telecom has installed standardized accessible ramps to ensure that customers with mobility challenges can safely and easily enter and exit service centers to access various services. |
| Sign Language Video Customer Service | Customers with hearing or speech difficulties requiring telecommunications consultation or application services may make an appointment for sign language video customer service. The Company partners with professional sign language interpreters to jointly serve these customers, delivering a “heartfelt” accessible customer service experience that is more friendly and thoughtful. |
| Dedicated Personnel Contact for Customers with Hearing or Speech Disabilities |
Service hours: 08:00 AM ~ 09:00 PM
Fax service for outgoing messages from individuals with hearing or speech difficulties: 0800-080-885
Telephone service for incoming messages to individuals with hearing or speech difficulties: 0800-080-880
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| Process for Outgoing Messages from Customers with Hearing or Speech Difficulties | Individuals with hearing or speech difficulties fill out information such as the sender's and recipient's names, phone numbers, the message to be relayed on the “Telecommunications Relay Service Form for Customers with Hearing or Speech Difficulties” (limited to 80 characters), sign on the form, and fax it to 0800-080-885 to register with the service desk. Service desk (via telephone dictation) → Individuals without hearing or speech difficulties (who may reply promptly limited to 30 characters). |
| Process for Incoming Messages to Customers with Hearing or Speech Difficulties | Individuals without hearing or speech difficulties dial 0800-080-880 from a landline to contact the service desk and provide the sender's and recipient's names, phone numbers, and the message to be relayed. Customer service personnel then fill in the “Telecommunications Relay Service Form for Customers with Hearing or Speech Difficulties.” Service desk (via hardcopy fax) → Individuals with hearing or speech difficulties (with a fax machine). |