In order to win the trust and support of the public and customers and to upgrade its corporate image, Taipower always devotes its best effort in communication, promotion and service.

■ Promoting Power Issues and Strengthening Overall Communication

● Taipower explained to the public the importance of power construction and called for conserving energy and saving power consumption through:

1. advertising on TV, radio stations, MRT stations, rail stations, bus stations, bus billboards, computerized screen images, newspaper, magazines, etc.

2. distributing DVDs to all sectors.

3. participating in large-scale exhibitions.

● In order to make the public more clearly understand the power industry’s operation through media reports, communications with the media have been reinforced through measures such as releasing news, holding press conferences and seminars, arranging the media’s visits to power facilities, collecting information and making timely and appropriate clarifications if needed.

● Taipower held a “2010 National Power Communication and Promotion and Multimedia Advertisement Design Competition” campaign. The main subjects included transmission and distribution lines construction, renewable energy, nuclear waste management, environmental protection and power saving, etc. It was conducted in the hope that through this activity young people, students and the public could familiarize themselves with power construction issues in their collection of power-related knowledge. Thus, an initial breakthrough in communication with the public was achieved.

■ Enhancing Customer Service

Taipower continued to listen attentively to customers’ voice to provide its customers with more advanced and more rapid services including:

● Call Center

In order to upgrade customer service quality and strengthen interaction with the customers, a call center system was installed in northern and central Taiwan. The telephone no. of the Call Center is 1911, offering 24-hour service. Through a unified window, it can provide customers electricity-related services.

● Thoughtful Customer Service

1. E-Service

Efforts have been made to provide multiple and convenient choices for customers.Customers can send their applications, download forms, pay bills, and inquire about the progress of applications, scheduled outages, etc.

2. Convenient and Value-Added Service

In response to customer requirements, Taipower shortened customers’ waiting times for power supply and the duration of power outages. The service measures of “construction first, payment later” and ‘fast, sound and safe power outage repair” were promoted. In addition, to understand customers’ needs and power consumption questions, special visits to large customers were implemented to provide customers with thoughtful and appropriate value-added services.

3. Multiple Channels for Paying Electricity Bills

To enable customers to pay their bills at any place and any time, Taipower offers multiple channels for customers to pay electricity bills with, including credit cards, bank accounts, telephones and cell phones as well as the MOD (Multimedia on Demand) system, the Hinet platform, ATMs, convenience stores, financial institutions, and the Taipower Website.

● Volunteer Service

Taipower set up the “Implementation Plan of Taipower Volunteer Service Team” on May 14, 2010. This plan included: education on energy conservation and carbon reduction, promotion of power consumption safety, participation in local community charitable activities, service to disadvantaged groups, emergency help, social care, environmental protection, etc.

In 2010, 504 people completed volunteer basic training. Public charitable activities were planned so as to encourage Taipower employees to join the volunteer service team in their spare time, thereby upgrading the company’s public charitable image. In addition, each branch, according to its needs, recruited volunteers from Taipower retirees to provide customers assistance in applying for electricity, filling out forms, and consultation on general electricity-related matters.

● Establishment of a Park-Like Office Environment

In addition to being decorated with potted plants, scrolls and paintings in the hall of the branches, a small “friendly neighborhood park” was established outside of the branches, providing a comfortable service environment for customers.

 3. Multiple Channels for Paying Electricity Bills

To enable customers to pay their bills at any place and any time, Taipower offers multiple channels for customers to pay electricity bills with, including credit cards, bank accounts, telephones and cell phones as well as the MOD (Multimedia on Demand) system, the Hinet platform, ATMs, convenience stores, financial institutions, and the Taipower Website.

4. Volunteer Service

Each branch, according to its needs, recruited volunteers from Taipower retirees to provide customers assistance in applying for electricity, filling out forms, and consultation of general electricity-related matters.

5. Establishment of a Park-Like Office Environment

In addition to being decorated with potted plants, scrolls and paintings in the hall of the branches, a small“friendly neighbor park”was established in the branch, providing a comfortable service environment for customers.

6. Road Improvement Measures

In order to provide pedestrians with safe and comfortable roads and to diminish the effect of the sight of pedestrians and vehicles near the distribution facilities, Taipower implemented comprehensive efforts to make the areas around manhole covers level with the roads and established obstacle-free spaces.