Customer Care Mechanism
Chunghwa Telecom is committed to creating a comprehensive, warm, efficient, and stable service experience through three core strategies: "Streamlined, Pragmatic, and Intelligent". We prioritize customer trust as our highest principle, integrating diverse channels (including voice, text, app, My Service Center, social media, etc.). Leveraging big data and AI, we gain insights into customer needs, optimize customer touchpoints, and enhance cross-platform service consistency and accuracy. We are also committed to ensuring operational continuity and flexibility to effectively respond to various uncontrollable risk challenges, while actively cooperating with government anti-fraud policies and strengthening cybersecurity protection, allowing customers to safely enjoy convenient and trustworthy online services, thereby continuously earning customer trust.
We have 14 customer service centers and one system center across Taiwan, with an average of about 2,100 customer service representatives throughout the year. In addition to the 24/7 available hotline 0800-080-123, more service channels are available as follows.
- Text online customer service：https://chat.cht.com.tw/
- CHT APP：https://123.cht.com.tw/IVRredir/
- Service Center：https://123.cht.com.tw/
- Social Media Services：https://www.facebook.com/CHTdoctor/?locale=zh_TW
- Accessibility services：https://accessibility.cht.com.tw/home/accessibility/index.html
The CHT customer service team has maintained ISO 10002 Customer Satisfaction: Guidelines for Complaints Handling in Organizations international certification since 2011, demonstrating professionalism and commitment. The team continually updates our management processes to align with international standards, there is a standardized process for handling complaints, and actively responding to customer feedback, striving to enhance the service experience. In addition, customers can also file complaints through the official website or the administrative switchboard (02-23446789) authorized by the Chairman, ensuring their feedback is valued and addressed.
CHT is committed to improving service quality and resolving customer call issues. In 2025, customer satisfaction reached 95.87%. For cases where customers were dissatisfied with the survey results, the root causes of the problems were analyzed one by one, solutions were proposed, and follow-up improvements were implemented.
| Year | 2023 | 2024 | 2025 |
|---|---|---|---|
| Satisfaction RatioNote | 96.40% | 96.87% | 95.87% |
Note 1: The customer satisfaction index here is a comprehensive evaluation of customers' professional knowledge and service attitude towards telephone customer service.
Note 2: Customer satisfaction percentage refers to the proportion of respondents who indicated they were very satisfied or satisfied.
Customer Satisfaction Survey
Chunghwa Telecom commissions external entity to conduct Customer Satisfaction Survey on a yearly basis. Through various types of satisfaction survey, issues and expectations consumers care the most are identified for reference of future improvement.
Upon completion of satisfaction survey, consumer feedbacks and suggestions will be passed on to personnel of product or business departments as well as relevant products services promptly via the consumer feedback handling system. Review meetings are convened regularly in order to meet the expectations from our consumers.
Customer Satisfaction Rate – by Consumer Type
| Consumer Type | Satisfaction Survey Approach | Survey Results（out of 10 points） |
|---|---|---|
| Big Corporations | Executed by commissioned external entities | 9.14 |
| SMEs | 9.10 | |
| Consumers | 7.92 |
Customer Satisfaction Rate – Regardless of Consumer Type
| 2020 | 2021 | 2022 | 2023 | 2024 | 2025 | |
|---|---|---|---|---|---|---|
| Satisfaction Rate | 84.92% | 83.90% | 82.83% | 85.19% | 86.45% | 83.34% |
| Data Coverage | 100% | 100% | 100% | 100% | 100% | 100% |
Notes:
1.The customer satisfaction survey of the Company is conducted by an impartial third-party organization.
2.According to the analysis of the 2025 customer satisfaction survey, the decline in customer satisfaction was primarily due to multiple natural disasters in 2025 and unexpected power outages from Taipower that affected the power supply to network equipment. Hence, the user service disruptions led to increased volume of fault reports and impact on overall customer satisfaction. In response, the Network Technology Group, Chunghwa Telecom Co., Ltd. has formulated several improvement measures for 2026, including enforcing repair schedule management, better repair progress notifications, and optimizing the inquiry experience, enabling customers to check the latest progress in real time via SMS with short URLs. Furthermore, following natural disasters, the Group will properly dispatch human and material resources and, subject to the situation, activate cross-branch emergency repair support mechanisms to accelerate post-disaster recovery and improve fault repair efficiency, in order to elevate the satisfaction score in 2026.
