Promotion Policy for Inclusive Finance
The financial industry is not only seen as a key force in guiding other sectors but is also expected to implement financial inclusion, providing opportunities for disadvantaged groups to improve their circumstances. SinoPac Holdings actively responds to the Financial Supervisory Commission's (FSC) policies on inclusive finance and aligns with the United Nations Sustainable Development Goals by establishing two major action plans: "Enhancing Accessibility of Financial Services" and "Supporting the Growth of Small and Micro Enterprises." These initiatives aim to provide more convenient and tailored financial services to small and medium-sized enterprises (SMEs) and financially vulnerable groups. Additionally, activities and seminars are organized to help improve the financial literacy of these groups, enabling them to make informed financial decisions in the future. This approach ensures that individuals and businesses from diverse backgrounds can access suitable financial services in an open, equal, and diverse manner, thereby achieving the goal of financial inclusion. SinoPac Securities follows the policies of its parent company, SinoPac Holdings, by understanding the needs and preferences of target groups to develop innovative inclusive financial products and services.
Implementing Financial Friendliness
SinoPac Securities aims to cultivate a top-down culture of financial friendliness. In 2022, the Board of Directors approved the revision of the "Policy and Strategies for Treating Customers Fairly," which included the addition of friendly service principles and compliance with the "Financial Friendly Service Standards for the Securities Industry." Based on the "Member Financial Friendly Service Standards" established by the Securities Association, appropriate friendly service measures are provided according to the needs of different categories of individuals, including accessibility measures related to the environment, communication, services, products, information, audits, statistics, and announcements.
In terms of governance, SinoPac Securities has established the “Guidelines for the Establishment and Operation of the Treating Customers Fairly Committee.” The Board of Directors has appointed the President as the executive responsible for overseeing the fair treatment of customers, with the President’s Office serving as the dedicated department. The Financial Friendly Service Team is responsible for coordinating accessibility measures throughout the Company and planning related training and incentive programs.
The Treating Customers Fairly Committee of SinoPac Securities convenes quarterly meetings to oversee and review the implementation of the annual plans of the Financial Friendly Service Team, System Enhancement Team, Consumer Dispute Resolution Team, Product Sales Team, Strategy and Culture Team, and Administrative Affairs Team. The Committee reports to the Board of Directors at least semi-annually. The Audit Division also conducts an annual special audit on the fair treatment of customers to assess the effectiveness of internal controls. If any material matters are identified through the audit, such matters are reported to the Board of Directors.
SinoPac Securities has obtained the “Level AAA Web Accessibility Certification Mark” for the Financial Friendly Service section of its website and established an “Accessible Appointment Service,” allowing customers to select a branch location that meets their individual needs. The Treating Customers Fairly section of the Company’s official website continues to be enhanced with a dedicated quick-links section and information on financial friendly services, heartwarming stories, and related activities, thereby providing more accessible and high-quality services. In 2025, wheelchair charging services were introduced at 43 branches as part of the Company’s continued efforts to improve accessibility facilities.
To better serve older customers and persons with dementia, SinoPac Securities promoted dementia-friendly simulation training and related certification initiatives. A total of 42 branches across 13 cities and counties joined the “Dementia-Friendly Organization” initiative, and 1,359 current employees completed the training and became “Dementia-Friendly Angels.” The Company also published nine articles on dementia-friendly practices to provide the public with guidance on how to interact with and care for persons with dementia.
With respect to capacity building and talent development, SinoPac Securities subsidizes employees who undertake foreign language and sign language courses. In accordance with the “Financial Friendly Service Standards,” the Company also provides annual training for account opening personnel and brokerage representatives. Incentive programs have been established, including additional points under branch channel KPIs for providing friendly services, to encourage the fair treatment of persons with disabilities. In 2025, eight branches submitted exemplary cases involving the fair treatment of persons with disabilities for recognition. Upon recognition by the executive responsible for overseeing the fair treatment of customers, additional points were awarded to the respective branches’ KPIs. Cases involving exceptional services may also be submitted to the Honor Reward/Penalty Evaluation Committee for recognition and rewards.