Keeping the Employees Healthy by Providing a Good Working Environment

Occupational Safety and Health Policy
Taiwan Mobile will effectively control the hazards generated by operational activities, build and enhance safety culture, implement self-management, and aim to reduce the impact of occupational safety and health. This policy applies to all employees (including contractors and dispatch workers under TWM’s supervision).
We promise:
  1. Compliance with laws and regulations: Comply with the relevant normative requirements of occupational safety and health regulations and international standards, and review the suitability regularly. (Current practice: review the Occupational Safety and Health Law, the international standard ISO45001 and other relevant regulations and international standards quarterly, and fill in the regulatory checklist to confirm compliance)
  2. Controlling the risk: Identify potential hazards and risks at work, eliminate hazards, and reduce occupational safety and health risks.
  3. Consulting and communication: Strengthen the occupational safety and health awareness of all employees, and invite employees or representatives to participate in consultation and communication to fulfill their personal safety and hygiene responsibilities.
  4. Friendly working environment: Provide safe and healthy working conditions, prevent occupational injuries and safeguard health.
  5. Continuous improvement: Continuously improve occupational safety and health performance through regular audits on the operation of the management system.
  6. Setting up action plans and targets: Prioritize the promotion of orientation and action plans, set quantitative goals and regularly track indicators.
TWM's "Occupational Safety and Health Policy" has been approved by Board of directors. All colleagues are requested to abide by the company's commitment and contribute to workplace health and safety.
Safe and Quality Work Environment
The Occupational Health and Safety Management System covers the occupational health and safety impacts arising from telecommunications, internet, multimedia, entertainment-related services, and office operations, activities, and services. The system scope applies to the 11th, 12th, and 13th floors of the Taipei New Horizon Building. Internal audit coverage is 100%, and external audit coverage is 13.06%.
Item Directions
Occupational safety and health management system The certificate expired in 2023 and a new certificate was obtained through re-certification. The organization continues to implement systematic management based on the P-D-C-A cycle.
Occupational Safety Committee The Occupational Safety Committee , headed by the  General Manager as the decision maker, includes first-level supervisors from relevant departments and labor representatives who will hold one-third of the seats. Regular meeting will be held every three months to review and improve the measures taken for occupational Safety and health.
Health Promotion Lecture Hosted the “Dementia Care Seminar – Preserving the Warmth of Love in Fading Relationships,” where participants learned strategies for managing and resolving conflicts as caregivers, reducing caregiver anxiety, and enhancing work engagement. Additional seminars were also held to promote workplace health.
Emergency Response Each office building is equipped with an automated external defibrillators (AED) that exceeds regulatory requirements. CPR training, emergency responder certification training, fire safety training, earthquake evacuation drills, and flood prevention exercise for the data center are conducted regularly each year to enhance employees’ emergency response capabilities.
Safety and Health Training Conduct annual safety and health on-the-job education training "Traffic Safety and Commuting Accident Prevention" to improve the safety of colleagues while commuting to and from work.
Hazard Factor Identification and OHS Risk and Hazard Assessment
The Occupational Health and Safety Management System Promotion Committee, comprised of representatives from each department, conducts an annual review of the "Hazard Identification and Evaluation of Risks and Opportunities." The evaluation and proposals take into consideration routine and non-routine operations, personnel, and internal and external relevant issues. existing protective measures and other conditions to carry out risk hazard assessment. If the assessment level is unacceptable risk, it will be improved to an acceptable risk to ensure the safety of personnel operations, such as the discovery in 2024 of slight subsidence on the elevated flooring in the corridors of the Taipei New Horizon Building, which may pose a tripping hazard to personnel, improvement measures and objectives will be planned and implemented in accordance with the hierarchy of risk control. After improvement, a re-evaluation of the effectiveness will be conducted to ensure the maintenance and continual improvement of occupational health and safety performance. For regular and non-periodical "assessment of risks and opportunities for hazard identification", you can refer to the flow chart below, When there is an unacceptable risk of personal injury, will report to the Occupational Safety and Health Committee for resolutions on improvement methods and countermeasures to prevent recurrence to reduce OHS risks.
[Mental Health Performance]
Employee assistance program: To protect employees’ mental health, the company has implemented an Employee Assistance Program (EAP), serving a total of 219 cases. Among them, 83% of employees reported that their issues had improved by more than 50% compared to before the consultations. The satisfaction score for the consultation services was 96.2 out of 100.
The Company has continuously won various awards from the Health Promotion Administration, Ministry of Health and Welfare (MOHW) and the Department of Health.
  • Health Promotion Administration - Autonomous certification for a healthy workplace(TT&T)
  • Excellent nursery room certification granted by the Department of Health, Taipei City Government.
Action Plan and Progress Evaluation
Based on our analysis of the results of each health exam and employees opinion surveys, we through " health promotion, mental health, safe environment, and family care ", the staff is able to achieve physical and mental health, work and life balance.
Through hazard and OHS risk and hazard identification, TWM has prioritized "health promotion, mental health, safe environment, and family care" as the four major aspects of our occupational safety and health management. We work to achieve the goal of creating a work-life balance for employees, a healthy body and mind, and a family-friendly workplace to mitigate the OHS risks. The management team takes the four OHS priorities into consideration when making strategic and operational decisions on related issues.
  • Evaluation of progress in reducing/preventing health issues/risks against targets:
    • 2024 target:
      Satisfaction of health promotion lectures reached 82 points Satisfaction of Employee Assistance Program Consultation satisfaction reached 86 points.
    • 2024 performance：
      Satisfaction of the health promotion lecture reached 93.95 points in 20234(the goal was achieved)
      Satisfaction of Employee Assistance Program Consultation satisfaction reached 96.2 points in 2024 (the goal was achieved)
    • 2025 target：
      Prenatal health education was provided to 90% of pregnant employees.
      Satisfaction of Employee Assistance Program Consultation satisfaction reached 90 points
    • 2030 target：
      Prenatal health education was provided to 95% of pregnant employees.
      Satisfaction of Employee Assistance Program Consultation satisfaction reached 93 points
TWM continuously evaluates progress in improving occupational safety and health risks and ensured the setting goal achieved.
Emergency Response Preparedness
Each office building is equipped with facilities better than the legally required -automatic external cardiac defibrillator (AED), and regularly conducts CPR training, first-aid first and recurrent training courses, fire training, earthquake evacuation drills and flood control drills in computer rooms every year to improve employees' emergency response capabilities.
Internal Inspection
  1. Formulate 「Self-inspection management standard procedures」The implementation of machinery, equipment, workers, and the environment stipulated by occupational safety and health regulations, including inspections before, during and after operation, is to prevent occupational disasters and ensure the safety and health of all employees.
  2. Make an automatic inspection plan every year and implement it according to the frequency.
Independent External Verification of OHS Management System
In order to strengthen the company's internal occupational safety and health management and compliance with regulations, in 2017, TWM passed the OHSAS 18001 certification. In 2020, TWM passed the certification of ISO 45001 occupational safety and health management system, and continued to ensure the safety and health of the office with the management and operation mechanism of P-D-C-A.
At present, the company has established and passed the external verification of the ISO 45001 occupational safety and health management system in 2021、2022 to ensure the validity of the certification certificate. In 2024, the company has once again passed the verification and will continue to comply with the ISO 45001 standard.
Occupational Accident Reporting and Investigation
The procedure is put in place to enable occupational accidents to deal with injuries as soon as possible, prevent the the disaster from creating more impact, and review the causes. It is used as the basis for accident prevention countermeasures, as well as safety and health improvement. The scope of the occupational accident reporting and investigation includes occupational diseases, disability injuries, etc.
OHS Training and Raising Awareness
TWM regularly conducts OHS education, training and publicity for employees. We have complied an introduction to "Occupational Safety and Health: Commute accident prevention" on the e-learning course to improve employees’ knowledge of occupational safety and health and reduce the occurrence of occupational hazards
Contractor and Supplier OHS Requirements
We ensure that contractors and supplier partners are expected to strictly adhere to the contractor's safety and health standard operating procedures and fulfill their safety and health obligations.
  • Formulate「Contractor's standard operating procedure for safety, health and environmental protection management」.Ensuring the contractor's safety, hygiene and environmental quality during work and preventing occupational disasters.
  • Formulate 「Procurement work safety and health management program」.To ensure that the procurement and leasing of machinery, appliances, equipment, construction, etc. can take into account at best that all procedures comply with safety and health related laws and regulations.
Complaint of illegal infringement at work
Internal Complaint Mechanism for Employees Subjected to Unlawful Acts in the Workplace
(https://twmhealthysvr.taiwanmobile.com/es-twm/index_twm.html)
Health and Well-being policy
We work on the goal of creating a work-life balance for employees, a healthy body and mind, and a family-friendly workplace based on the four major aspects of "health promotion, mental health, safe environment, and family care," creating a future value goal for sustainable development. The management team takes this policy as a core element in consideration when making strategic and operational decisions on related issues.
Sound and Diverse Health Promotion and Care Programs
Key performance:
  • 23,956 people have participated in health promotion activity lectures and health management, an increase of 24.9% compared to 2023.
  • The satisfaction rate of health promotion lectures was 93.95 points (out of 100 points), an increase of 0.97% compared to 2023.
  • The attendance rate for health checks was 99.9%, and the satisfaction rate for health checks in major office buildings was as high as 96.7%.
  • Establishment of "Health Management System" for enhancing employees' self-care and autonomous health management abilities.
To enhance employees' self-care and autonomous health management abilities, we integrated the company's occupational safety and health management system to provide an exclusive "Health Management System" for employees. This system enables each employee to effectively monitor their own health statuses through features such as self-health measurement registration (blood pressure, blood sugar, body temperature), personal health checkup results and historical analysis, various health and safety hygienic education, on-site physician consultations, and scheduling/reservation of related health promotion activities, among others. Additionally, through graded health examination management, employees are reminded to seek regular medical follow-ups and adjust their lifestyles, empowering them to take charge of their health and strive for healthier and better life.
Mental Health - Stress Management
  • Introduce the health management system and set up an EAP e-newsletter area on the website.
  • Employee Assistance Program (EAP) service satisfaction score 96.2(out of 100).
  • Massage Service Satisfaction Rate: 98%. “Free Electric Massage Chair” services have been added.
In the health management system, the EAP e-newsletter is published every month. Employees can browse it at any time to improve their knowledge and skills in physical and mental health and emotional management.
Organized the “Dementia Care Seminar – Preserving the Warmth of Love in Fading Relationships,” where participants learned strategies for handling and resolving conflicts as caregivers, reducing caregiver anxiety, and improving work engagement. The seminar received a satisfaction score of 95.37 out of 100.
To protect employees’ mental health, the Employee Assistance Program was implemented, serving a total of 219 sessions. Among participants, 83% felt their issues improved by more than 50% compared to before the sessions. The satisfaction rate for consultations was 96.2 out of 100. The top three consultation topics were workplace issues (35%), emotional management (33%), and family relationships (17%).
Free stress-relief massage services were provided in eight office buildings, achieving an overall satisfaction rate of 98%. Since November 11, 2024, “free electric massage chair” services have been added, offering employees more options for relaxation. This service received a total of 2,636 reservations this year.
Family-friendly
Key performance:
  • Implementation of maternal health protection and management achieved a 94.34% prenatal health education rate among pregnant employees.
  • All lactation rooms across the facility are equipped with breast milk collection devices, achieving a user satisfaction score of 4.33 out of 5.0.
To support female employees during pregnancy and within one year after childbirth, we provide health education on pregnancy and postpartum lactation. We also conduct workplace hazard identification and implement health protection measures to ensure maternal well-being.
On International Women's Day, we held a special lecture titled “Tearing Off Labels, Rediscovering Yourself,” which focused on the challenges women face while balancing family responsibilities and multiple roles. The lecture encouraged women to recognize and value their unique strengths, promoting self-care and awareness of inner needs to achieve balance and empowerment in both family and personal life.
The event received an enthusiastic response, with a satisfaction score of 90.1 out of 100.
In collaboration with Zile Education’s cross-disciplinary professional team—integrating early intervention, special education, and emotional neuroscience—we co-developed a globally certified child psychological assessment tool. By leveraging AI technology to continuously optimize the education system, we co-hosted the "Emotional Support for Working Parents" workshop. This initiative helps employees effectively respond to their children's emotional needs in daily life, providing more support for working parents and helping them better balance work and family life.