SKL upholds the corporate core values of "integrity, commitment, innovation, and collaboration," and has embedded the Principle of Treating Customers Fairly into the code of conduct for all employees. We are committed to enhancing the accessibility and quality of financial services by proactively providing a wider range of in-person and digital support measures for diverse customer groups, including seniors, young people, persons with disabilities, new immigrants, indigenous people, and individuals affected by tariffs, thereby implementing financial inclusion.

Realizing Fair Treatment of Customers

Treating Customers Fairly Committee

SKL maintains a "Policy for the Fair Treatment of Customers" and a corresponding "Strategy for the Fair Treatment of Customers," with the Compliance Department serving as the dedicated unit. The company's "Fair Treatment of Customers Committee" comprises six implementation task forces and three supervisory units tasked with directing these operations. To safeguard policyholder rights, performance results are regularly submitted to the Audit Committee and the Board of Directors for acknowledgment, cultivating a corporate culture where fairness is driven from the top.

Organizational Chart of Treating Customers Fairly Committee

Fair Treatment of Customers

To establish a culture of fair treatment, SKL regularly conducts compliance education and training for all employees to strengthen their legal compliance awareness. These sessions cover topics such as the Financial Consumer Protection Act, Principle for Financial Service Industries to Treat Clients Fairly, financial inclusive, and the protection of the rights of persons with disabilities in the CRPD. In addition, tailored training programs are provided based on practical needs for different levels and roles within the company.
 

Fair Treatment of Customers Intensive Measures

Responding to Policyholder Feedback Attentively

SKL has established a comprehensive complaint handling mechanism and diverse complaint channels. Upon receiving a complaint from a policyholder, the responsible department promptly investigates and handles the case and actively follows up until closure to ensure that customer concerns are addressed immediately. In terms of handling financial consumer disputes, we adopt a risk-based approach to assess potential risks associated with such disputes, identify the root causes of complaints, and provide improvement recommendations when appropriate. These recommendations are communicated to the responsible units for review of the adequacy of existing control measures, and notifications are handled in accordance with the risk-based escalation and reporting procedures.

To strengthen the functions of employees, we have promoted a comprehensive plan to enhance the effectiveness of complaint management. This plan encompasses three main aspects: developing training programs for complaint handling personnel, strengthening advocacy within business units, and optimizing the complaint system 2.0, so as to improve the management capabilities of sales personnel, streamline the complaint handling process, and reduce external complaints. Through pre-incident prevention and system establishment, customer complaints are handled in a prompt manner. We have deepened customer service personnel's understanding of financial consumer protection and compliance with relevant laws and regulations, and have continued to obtain the "ISO 10002:2018 Quality Management System for Customer Complaints" service standard certification to effectively control cases and improve service quality.