Excellent Service

Customer Privacy Protection

To fulfill our information and personal data visions to "treasure customer entrustment, respect for customer data, win the trust of customers, and maintain sustainable services," FET has set up a corporate security organization and has established nearly 100 quantitative measurement indicators for our business divisions and units to deal with personnel, operations, technology, and regulatory related issues. We regularly review the progress in achieving these targets and implement remedial measures for areas where we lag behind to ensure that personal data protection and information security are being effectively managed. In 2020, FET received a total of 5 complaints related to personal information and privacy from the competent authorities, and 1 reported incident from the media. Other than the incident due to the failure to adopt appropriate protection and user identity verification measures allowing unspecified individuals to obtain user personal information through URL modification and web page tools which was reported by the media, the rest have been investigated and closed, and there have been no violation cases of the Personal Data Protection Act.

Furthermore, in line with the requirement from Telecommunications Act and other applicable laws, which stipulate that Taiwan's telecom operators need to disclose the basic information and call detail records (CDR) of their customers upon receiving lawful written requests from government agencies, FET has established the "Standard Operating Procedure for Processing Requests for Call Detail Records and Customer Basic Information."

Accordingly, all responses to such requests are sent via secure and encrypted methods, and details of such inquiries are also properly retained and documented. The Number of government requests for customer information is 203,326 in 2020, all requests were duly replied. FET also actively responds to concerns of inappropriate leaks and usage of data and personal information by continuing to emphasize the importance of customer privacy protection to all departments, as well as by implementing processing trail management and advocates for the reinforcement of identity verification process.