Diverse Channels for Engagement and Communication
Taipower places great emphasis on issues of concern to the general public. Through diverse channels, the Company maintains bilateral communication with its customers and improves service quality by following customer suggestions.
Diversified Information Communication Channel
Taipower transmits information through multiple channels for different purposes as follows:
| Communication channel | Communication purpose | Pipe connection |
 Official Website of Taiwan Power Company |
As the main gateway for information communication, the website provides the public with the latest and the most complete Taipower information. The site covers six major aspects and 29 topics. Taipower continuously improves the quality of data disclosure and convenience for people searching for information through the refinement of data charts and the principle of open data. | Official Website of Taiwan Power Company |
 Taipower Sustainability Webpage |
Demonstrates Taipower's sustainability strategy and the latest news and ESG public information disclosures | Taipower Sustainability Webpage |
 Taipower on Facebook |
Promotes electricity knowledge, power-saving, and electricity safety, push services and event information, and responds to disputes in real-time | Taipower on Facebook |
 Taipower TV - YouTube Channel |
Records the story of Taipower so that the public understands the Company's business promotion and planning, and serves as an audio-visual database for Taipower's external communications | Taipower TV - YouTube Channel |
 Taipower Green Net |
A lively and interactive web page that shares information related to green energy and environmental friendliness with the public, hosts activities and presents news related to environmental education | Taipower Green Net |
 Taipower Electricity Bill |
Specifies basic information such as fees and the amount of electricity consumed, multiple payment channels available, and reminders to voluntarily reduce electricity consumption. | Taipower Electricity Bill |
Through the Medium of District Service Offices
Taipower has established a closely-linked service network across Taiwan that offers over-the-counter applications for various power and consultation services. These offices are responsible for the construction and maintenance of power supply lines within their service areas and for accommodating customers' needs with speedy and convenient responses. They are also responsible for the establishment of direct communication and the maintenance of good interactions with customers.
Online Feedback Channel
01
Customer feedback mailbox
A customer feedback mailbox was established on the corporate website to provide a smooth and effective feedback channel for the immediate processing of customer opinions, thereby improving service quality and satisfying customer demands.
The customer suggestion mailbox received 5,677 messages in 2023.
02
Customer Service Hotline
1911 Live Customer Service Hotline and Taipower Smart Customer Service provides round-the-clock service all year round. It handles electricity billing and business inquiries, acceptance of electricity applications, and interactions about the repair of power supply line equipment to improve service satisfaction.
In 2023, more than 1.724 million calls were answered, and 98.33% of calls were answered within 20 seconds.
03
Dedicated Service
In order to reinforce customer- oriented services, Taipower provide dedicated visiting services to group enterprises and corporate customers using high- voltage above 1,000 kW, national trade associations with high power consumption, science parks, and service windows in industrial zones under the Ministry of Economic Affairs to maintain good communication channels with customers
In 2023, there were a total of 4,609 visitations performed for customers.
Customer Satisfaction
In 2023, Taipower conducted an opinion survey of its general, medium and large customers. The scope of the survey included quality of service, Taipower’s corporate image, customer feedback, and overall customer satisfaction. The survey for the year 2022 was conducted from October 6 to December 9 of that year. Over the past few years, customer satisfaction has consistently remained above 90%, indicating that Taipower's various service efforts have been recognized and appreciated by users.
Customer Satisfaction Scores from 2021 to 2023
