Human Rights Policy

We believe that shaping an environment that adequately protects human rights is intimately connected to corporate sustainability. We recognize and support the “Universal Declaration of Human Rights”, “UN Global Compact”, “UN Guiding Principles on Business and Human Rights”, “ILO Declaration on Fundamental Principles and Rights at Work" and relevant local laws and regulations. We also require our suppliers, partners, and their vendors to do the same, to ensure that their business activities, collaborative comply with the TWM's human rights policy requirements, so that any member internal or external to the company and customers will be treated fairly and with dignity. By conducting human rights assessments and due diligence, we can strengthen and improve the human rights awareness of our employees and stakeholders.

Taiwan Mobile's Human Rights Policy shall apply to the Company's subsidiaries, any foundation constituted as a juristic person to which the Company's direct or indirect accumulated contribution of funds exceeds 50% of the total funds received, and other institutions or juridical persons which are substantially controlled by the Company. The Policy consists of four principal categories: support for international human rights conventions, respect for human rights in the workplace, fulfilling information security obligations, and investing core resources to respond to the needs of the society.

Support for international human rights conventions
We support and respect the principles of the Global Compact of the United Nations. In support of human rights, we do not violate human rights, and nor do we condone or collude with those who are human rights violators. With respect to labor, we comply with objectives established in the UN's “Universal Declaration of Human Rights” and International Labor Organization Conventions and prohibit all forms of discrimination, human trafficking, forced labor and child labor. And provide employees with equal remuneration. Moreover, we do not interfere with our employees if they choose to exercise their freedom of association and the right to collective bargaining. In terms of the environment, we are committed to making the workplace more secure and healthier for our employees, and we comply with all laws and regulations to improve the environment's safety and sanitary conditions. We protect employees from occupational hazards and have been certified with the ISO environmental management system. We also respond to the UN's International Covenant on Civil and Political Rights (ICCPR) and the International Covenant on Economic, Social and Cultural Rights (ICESCR). By raising human rights awareness, we ensure that all stakeholders are respected and are treated fairly.
Respect for human rights in the workplace
We comply with the provisions of the Labor Standards Act and the Act of Gender Equality in Employment, and we fulfill the requirements of diversity in the workplace. We do not permit our employees to be treated differently or allow any form of discrimination based on gender, sexual orientation, race, class, age, marital status, language, ideology, religion, party affiliation, and ethnic origin, place of birth, appearance, facial features, disability status, or labor union membership. We strive to create a work environment with dignity, safety, equality and freedom from harassment.
Full implementation of information security
As a major provider of information and communications services, we respect human rights and privacy. We strive to protect our customers' personal data by adopting and complying fully with the policies laid down by the Information Security Management Committee. We have implemented ISO's international information security management system and ensure that every single aspect of the business processes involving the access of users' private information is compliant with the requirements of the professional information security management system. We continue to enhance our service personnel's awareness of information security and help them to internalize it in all operations and business activities in order to achieve maximum security and protection for our customers.
Responding to the needs of society with core resources
In the event of a natural disaster, by leveraging the resources available to us in the telecom industry, we are able to provide broadcast push messages for disaster response and mitigation in collaboration with the authorities to urge citizens to take precautionary measures. In the wake of a disaster, we shall endeavor to minimize the duration of service outage and restore communication as quickly as possible to help alleviate the loss of life and property. We promise to abide by the provisions of the ITU International Telecommunication Regulations (ITR) and we are committed to following the code of conduct advocated therein with substantive action.

We have a strategy to systematically implement corporate social responsibility, starting from the real needs of society, combined with our core business to realize our goal of sustainable development; the use of core technical capabilities, as well as telecommunications, network and digital convergence resources for social needs to fulfill our corporate responsibility and create greater social benefits.

Human Rights Due Diligence

The Company strengthens and promotes human rights awareness of our employees and stakeholders through due diligence such as human rights assessment. The survey procedure consists of five steps:

Step1 Guidance on human Rights Risk Issues

  • The Company adjusts human rights issues and measures by following international standards, such as the United Nations Universal Declaration of Human Rights, Guiding Principles on Business and Human Rights, Business and Human Rights in the Information and Communications Technology Industry, the Declaration of Fundamental Principles and Rights at Work of the International Labor Organization, as well as relevant domestic laws and regulations, such as the Labor Standards Act, Act of Gender Equality in Employment, and other labor safety laws and regulations, while referring to relevant human rights reports of telecommunications and related industries.
  • The Company stays updated with revisions each year to adjust human rights measures.
  • Step2 Human Rights Risk Assessment

  • Convening senior representatives of the company (1 to 2 per department) in a special task force to review the human rights issues and risks that may occur in the Company's operations and the entire value chain. Issues related to the pandemic were included in the final version of Human Rights Risks Assessment Survey in response to COVID-19 in 2020. The scope of the survey was also expanded, with the survey handed to all employees in all business groups and subsidiaries above the level of division chief and below the level of the vice president. A total of 1,338 surveys were sent out with 1,315 returned, with a response rate of 98.3%. We have adjusted the policy implementation according to the risk assessment results, as well as requiring all departments to list these risks as key tracking targets for implementation. The human rights risk matrix is as follows:
  • As shown in the human rights risk matrix, the right to privacy (topic 3), favorable working conditions (topic 9), and the right to health (topic 13 and 16) are the four major human rights risks that require special attention. The last three items became particular concerns due to work scheduling changes caused by COVID-19. In practice, everything evolved with the pandemic with mitigation and remedial measures taken to ensure the rights and interests of all employees.
  • Step 3 Human Rights Issues Management Measures

  • Review the Company's operations from the perspective of the value chain (suppliers, employees, customers), conduct comprehensive investigations of the potential risks of each department and the management measures taken, as well as compiling human rights risk due diligence reports. Inventory relevant human rights aspects of various departments, note management and improvement measures and track implementation results.
  • Conduct a systematic annual questionnaire survey on suppliers from the upstream of the value chain, including compliance with labor practices and human rights issues, and conduct on-site audits of key suppliers to review labor practices and human rights compliance. See section 2.3 Sustainable Partners for details. The downstream of the value chain may come in contact with ordinary and vulnerable groups. In addition to personal data protection, the Company provides a number of measures (such as barrier-free facilities, online applications, etc.) to ensure access to our services.
  • The Company does not conduct due diligence on human rights prior to making important investments. As investment assessment focuses on future prospects and opportunities, human rights are not a priority in this aspect. However, after the investment has been made, the Group's Human Rights Policy will be uniformly applicable o protect human rights at all levels of the value chain.
  • Step 4 Annual Review and Improvement

  • Repeat the same progress each year to review the current goals and progress, keep an eye on new potential problems to evaluate the effectiveness of our corrective measures. We hope to effectively manage human rights issues through this continuous evolutionary process.

    Step 5 Information Disclosure

  • The Company publicly discloses the process of identifying human rights issues, the major human rights issues identified, the impacted parties and countermeasures on a yearly basis.
  • Non-Discrimination and Anti-Harassment Policy

    TWM is committed to maintain an environment that protects human rights, and such a commitment is inseparable from sustainable development of our enterprise. We prohibit any form of discrimination and harassment by taking preventive, corrective and even disciplinary actions.

    TWM strictly complies with International Labor Organization Convention and government laws. There is no discrimination against any job applicant or employee on the basis of race, class, language, thought, religion, political party, place of origin, place of birth, gender, gender orientation, age, marital status, appearance, facial features, disability, or past membership in any labor union. The company prohibits any forms of harassment, which is unwelcome conduct directed at individuals.
    These behaviors will create a work environment that any individual would find intimidating, hostile, or uncomfortable.

    Process for reporting incidents and Corrective/Preventive action

  • TWM conducted a series of human rights trainings for all employees in order to build a workplace and culture that are free of harassment and discrimination.
  • Any employee who believes he or she has experienced or witnessed any conduct that is in violation of this policy can directly report to HR dedicated mailbox.
    Taiwan Mobile/ Taihsin Property Insurance
    Taiwan Fixed
    Taiwan Digital
    Taiwan Teleservices &
  • When we learn about a potential violation of the policy, it’s our obligation to investigate in accordance with government laws and company policies. If a violation of policy or law is found as a result of that investigation, we will take timely disciplinary and punitive actions, such as transfer, demotion, reduction in salary, etc., depending on the seriousness of the offense. If the investigation indicates a defamation claim, depending on the seriousness of the case, the ones who filed the complaint will be subject to disciplinary actions.
  • We will provide employee with assistance plans, such as referral to counseling, if needed.
  • The company will protect victims and those who help them file a complaint. They should have no worries about punitive consequences such as dismissal or transfer.
  • We will adopt follow-up monitoring, evaluation and supervision measures to ensure the effectiveness of corrective or disciplinary actions implemented, and to avoid the recurrence of the same incident or the occurrence of retaliatory actions.
  • In 2020, two harassment complaints are reported. Proper corrective and preventive measures are instituted subsequently.