- Transportation Safety
- Corporate Governance and Ethical Management
- Quality of Service and Customer Relationship
Stakeholders Communication
Identification of Stakeholders
THSRC refers to the AA1000 Stakeholder Identification Standard to identify eight types of important stakeholders. Through regular and ad hoc diversified engagement channels, THSRC ensures that it responds to the needs and expectations of different stakeholders in its daily operations. Regarding engagement with stakeholders and the handling of major disputes, the relevant information has been reported to the 3th meeting of the 11th Board of Directors on June 17, 2026.
Achievements and Highlights of Engagement with Important Stakeholders
Priority Issues
Engagement Channel (Frequency)
- Publications / Digital tools (Once a month / Non-periodic)
- Company website / Dedicated page (Once a month /Non-periodic)
- E-mail (Non periodic)
Engagement Performance in 2025
Communication Achievements:
- In 2025, THSRC completed the response and processing of about 763,000 customer inquiries or feedback.
- In the 2025 customer satisfaction survey, the overall satisfaction rate reached 95%.
- Accuracy of Artificial Intelligent Customer Service is 96%.
Highlights of Communication Results:
- The T Express App has been downloaded by more than 19.22 million users. This year, THSRC continued to optimize T-EX ticketing services to enhance user experience.
- The diversified ticket booking system has introduced an "ID real-time verification" mechanism, and TGo has accumulated 3.293 million valid members.
- As of December 2025, the Company has published 192 issues of TLife magazine. Through rich themes such as "travel," "food," and "people," TLife introduces the beauty of Taiwan from a local, humanistic, and diverse perspective, while conveying the Company's brand spirit, products, and train services. The TLife website also provides digital services, allowing users to browse current and past 24 issues anytime and anywhere, as well as search, bookmark, and share TLife content.
Priority Issues
- Transportation Safety
- Quality of Service and Customer Relationship
- Privacy Protection and Cybersecurity
Engagement Channel (Frequency)
- Interviews / Exchange of ideas / Visits (Non-periodic)
Engagement Performance in 2025
Communication Achievements:
- A total of 13 noise complaints from residents along the route were handled. Through surveys and interviews, THSRC effectively communicated the principles of noise prevention measures, and no cases required noise improvement based on the monitoring results of the Environmental Protection Bureau.
- Through the " Annual THSRC Winter Outreach Blood Drive," THSRC encourages the public to actively participate in blood donation to help others. In 2025, a total of 2,088 participants donated 3,112 units of blood. Since its inception in 2012, more than 20,000 people have participated, with nearly 32,000 units of blood collected.
Highlights of Communication Results:
- Through telephone and in-person visits, THSRC conducts irregular visits and interactions with schools, enterprises, community development associations, and local opinion leaders within its jurisdiction.
Priority Issues
- Transportation Safety
- Corporate Governance and Ethical Management
- Operational Performance
Engagement Channel (Frequency)
- Media contacts (Non-periodic)
Engagement Performance in 2025
Communication Achievements:
- Issued a total of 134 press releases and news bulletins throughout the year, organized media visits, press conferences, and feature reports, published 47 feature reports, and conducted 14 media engagement activities.
Highlights of Communication Results:
- THSRC produced promotional videos during the Chinese New Year peak period and the Taoyuan Lantern Festival to strengthen the communication of enhanced transportation measures for peak periods. Following Typhoon Danas, the company arranged media interviews at the Operation Control Center to demonstrate the disaster prevention and response mechanisms. To prepare for the next-generation rolling stock, THSRC organized a second visit to Japan for members of the media to experience and report on new train facilities and accessible equipment.
Priority Issues
- Transportation Safety
- Protection of Labor Huma Rights
- Occupational Health and Safety
Engagement Channel (Frequency)
- Internal / External meeting (Once a month / Four times a year)
- Publications / Digital tools (Once a month)
- Internal / External activities (Once a year)
Engagement Performance in 2025
Communication Achievements:
- Conducted a total of about 48 Town Hall meetings internally at 12 HSR stations throughout the year.
- Conducted a total of about 93 Town Hall meetings jointly at operations division of the North District, Central District, and South District and preparation division of the North District and South District.
- Business units and 18 business sites hold labor conferences every quarter in accordance with the law, and a total of 76 labor conferences are held throughout the year.
Highlights of Communication Results:
- Convened labor-management meetings and the agenda items included recommendations for the talent retention strategy and adjustments to the eligibility for natural disaster attendance subsidies. After discussions, THSRC reached a consensus on the expansion of the scope of subsidies, improvements in work environments and processes, and optimized manpower allocation for roles and duties. The Company proactively addressed all suggestions and opinions.
Priority Issues
- Transportation Safety
- Corporate Governance and Ethical Management
- Operational Performance
Engagement Channel (Frequency)
- Shareholders' Meeting (Once a year)
- Investor Conference (Once a quarter)
Engagement Performance in 2025
Communication Achievements:
- Continue to announce and respond to operating performance and related results in accordance with regulations and the needs of shareholders and investors.
Highlights of Communication Results:
- Held the general shareholders' meeting on May 22, 2025. During the meeting, THSRC addressed key issues of concern to shareholders, such as the progress and disclosure of the decarbonization roadmap. For detailed planning and specific actions, please refer to the meeting minutes of the 2025 general shareholders' meeting.
- In 2025, THSRC was invited to participate in corporate briefings held by securities firms on March 19, June 13, September 12, and December 5 to present the Company's operations, financials, ESG profile, and performance results to institutional investors.
Priority Issues
- Quality of Service and Customer Relationship
- Corporate Governance and Ethical Management
- Operational Performance
Engagement Channel (Frequency)
- Internal / External meetings (Non-periodic / Four times a year)
Engagement Performance in 2025
Communication Achievements:
- The High-Speed Educational Endowment Program in 2025 cooperated with the Down Syndrome Foundation R.O.C., raising more than NT$14 million.
- In 2025, the HSR Camp handled 11 phases, attracting 5,493 online registrations and a total of 314 students to participate in the event.
Highlights of Communication Results:
- THSRC joined 24 academic and professional associations, regularly participating in seminars and annual meetings, striving for various awards, exchanging viewpoints on topics such as railway transportation, smart transportation, and green tourism, and continuing to promote sustainability in the railway transportation industry.
Priority Issues
- Corporate Governance and Ethical Management
- Quality of Service and Customer Relationship
- Occupational Health and Safety
Engagement Channel (Frequency)
- Internal / External meetings (Once a month / Non-periodic)
- Inspection / Repair / Examination / Survey / Maintenance (Nonperiodic / Once a Month / Twice a Month / Once a Year)
- Internal / External activities (Once a year)
Engagement Performance in 2025
Communication Achievements:
- Contractors submitted monthly manufacturer reports and held technical report meetings each month.
- The amount of green procurement has reached NT$ 390 million.
Highlights of Communication Results:
- Completed the communication of optimized management policies, the Supplier Code of Conduct, and the revised Supplier Self-Assessment Questionnaire (SAQ). In 2025, THSRC collected the 116 valid questionnaires for analyzing and classifying suppliers. The Company implemented documentary and on-site audits to strengthen supplier sustainability practices and thus improved the sustainability and resilience of the supply chain.
- In 2025, THSRC conducted on-site audits of 2 suppliers and completed interviews with 3 key suppliers. No supplier exhibited major deficiencies in 2025.
Priority Issues
- Transportation Safety
- Corporate Governance and Ethical Management
- Quality of Service and Customer Relationship
Engagement Channel (Frequency)
- Internal / External meetings (Once a month)
- Internal / External reports (Four times a year)
- Inspection / Repair / Examination / Survey / Maintenance (Once a year)
Engagement Performance in 2025
Communication Achievements:
- Passed the annual regular THSRC operation inspection conducted by the Ministry of Transportation and Engagements / Railway Bureau.
- In 2025, THSRC reported monthly to the Railway Bureau, MOTC that no general traffic accidents occurred, and a total of 43 abnormal driving incidents were recorded.
Highlights of Communication Results:
- In 2025, the MOTC and the Railway Bureau integrated the safety management system effectiveness inspection into the THSRC periodic operation inspections.
- In 2025, THSRC participated in the "Transportation Security Team Annual Discussion on Research Projects" organized by the Institute of Transportation (IOT) of the MOTC. This project will assist the domestic railway industry in implementing safety culture assessments in the future.
Note: THSRC was officially listed on the Taiwan Stock Exchange on October 27, 2016, becoming the first rail transportation operator to be listed in Taiwan. As of March 29, 2026, the shareholding structure was as follows: government agencies (45.13%), other juridical persons (20.64%), foreign institutions and foreigners (9.47%), individuals (14.43%), financial institutions (6.78%), and state-owned enterprises (3.55%).
Stakeholder Questionnaire
In order to make the report focus on major topics and meet the needs of stakeholders, please assist THSRC in response to this questionnaire. Thank you.