In line with Taiwan's changing society and democratic life style, Taipower's role as a pure power generation industry has gradually been redefined to include service as its core business. Service is also one element of our management philosophy. In order to continuously enhance the quality of thoughtful customer service and upgrade the company's corporate image, in 2009, the major promotional tasks of the company were:

1. 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 rapid, accurate and efficient services, including applications, bill payment, consumption data, power outage and restoration, complaints, etc.

2. Thoughtful Customer Service

◆ E-Service

In order to strengthen customer service, efforts have been made in providing more multiple and convenient choices for customers. Customers can send their applications, download forms, pay bills, and inquire about the progress of application, scheduled outages, etc. through the Taipower Website.

◆ Convenient and Value-Added Service

In response to customer requirements, Taipower shortened customers' waiting time 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 service.

 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.