- Transportation safety management
- Customer relationship and quality managemen
Stakeholders Communication
Identification of Stakeholders
THSRC refers to the AA1000 Stakeholder Identification Standard to identify eight types of important stakeholders. We ensure that we truthfully respond to the demands and expectations of different stakeholders in our daily operations through diverse engagement channels on a regular and irregular basis.
In addition, regarding the engagement between THSRC and various stakeholders and the handling of major disputes, a report of the Board of directors will be regularly submitted every year. In 2024, engagement with various stakeholders and the handling of major disputes have been submitted to the 14th session of the 10th Board of Directors on June 12, 2024, and the 20th session of the 10th Board of Directors on December 11, 2024.
Performance 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 2024
Communication Achievements
- In 2024, we completed the response and processing of about 733,000 customer inquiries or feedback.
- In the 2024 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 17.07 million people. This year, the newly added " Non-Reserved Seat Ticketing Service on T Express " service that are more in line with passengers' operating habits and needs.
- The diversified ticket booking system has introduced a “ID real-time verification” mechanism, and TGo members has accumulated 2.934 million.
- The Company has published 180 issues of TLife magazine as of December 2024. Through exciting and rich themes such as "travel", "food", and "people", the beauty of Taiwan is introduced from a local, humanistic and diverse perspective, while conveying the company's brand spirit, products and train services. Users can read the current and past 24 issues of the magazine content anytime and anywhere outside the THSRC coverage area, and further search, bookmark, and share TLife content.
Priority Issues
- Transportation safety management
- Privacy and Information Security Management
- Customer relationship and quality management
Engagement Channel (Frequency)
- Interviews / Exchange of ideas / Visits (Non-periodic)
Engagement Performance in 2024
Communication Achievements
- Handled 15 cases of noise complaints from residents along the route, and effectively communicated the principles of noise prevention measures through surveys and interviews, which only 1 case in Zhongshan Road, Luzhu District, Taoyuan City required noise improvement according to the monitoring results of the Environmental Protection Bureau.
- THSRC gives full play to fulfill the spirit of corporate social responsibility, spreads love through blood donation, and appeals to the public to actively respond to blood donation to help others. In 2024, a total of 1,646 people participated, with 2,536 units of blood raised. Since its inception in 2012, over 18,000 people have participated, with a total of 28,782 units of blood raised.
Highlights of Communication Results
- Arranged telephone or in-person visits, or ad-hoc visits to schools, enterprises, and community development associations affiliated where THSRC can interact with local opinion leaders to maintain good local relations. In 2024, we held 2 seminars and visited 2 communities to communicate and coordinate on noise improvement issues.
Priority Issues
- Transportation safety management
- Corporate Governance and Operational Performance
- Privacy and Information Security Management
Engagement Channel (Frequency)
- Media contacts (Non-periodic)
Engagement Performance in 2024
Communication Achievements
- Issued 106 press releases and news bulletins, organized 12 press conferences and media events, clarified erroneous reports 8 times, handled 109 media inquiries, published 42 feature reports, and contacted the media18 times throughout the year.
Highlights of Communication Results
- Organize media activities such as the earthquake emergency response of the traffic control center, T-Shopping joint product marketing, summer internship graduation and talent recruitment, and new QR Code ticket design.
Priority Issues
- Transportation safety management
- Corporate Governance and Operational Performance
- Employee care and labor protection
Engagement Channel (Frequency)
- Internal / External meetings (Once a month / Four times a year)
- Publications / Digital tools (Once a month)
- Internal / External activities (Once a year)
Engagement Performance in 2024
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
- Labor conferences were held, and THSRC has communicated with employees' representatives regarding to employee attendance benefits, talent retention strategy recommendations, shift duty allowance adjustments, bonus and incentive bonus system subsidies, etc. After negotiations with two trad unios, the company responded in good faith, achieving a win-win situation.
Priority Issues
- Transportation Safety Management
- Regulatory compliance
- Privacy and Information Security Management
Engagement Channel (Frequency)
- Shareholders' meeting / Investor conference (Non-periodic / Once a month / Once a year)
- Internal / External Reports (Non-periodic/Once a year)
Engagement Performance in 2024
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
- General Meeting of Shareholders are held on May 23, 2024, THSRC reported the topics such as net zero carbon emissions by 2050 and the THSRC east extension project. Please refer to the minutes of the 2024 shareholders' meeting for details.
- In 2024, THSRC were invited to participate in corporate briefings held by securities firms on March 25, June 17, September 23 and December 9, respectively, to explain the Company's operations, financials, ESG profile and performance results to investment firms.
Priority Issues
- Transportation safety management
- Prorate Governance and Operational Performance
- Privacy and Information Security Management
Engagement Channel (Frequency)
- Internal / External meetings (Non-periodic / Four times a year)
Engagement Performance in 2024
Communication Achievements
- The High-Speed Educational Endowment Program in 2024 cooperates with the After School Association of Taiwan, raising more than NT$10.52 million.
- In 2024, the HSR Camp handled 12 phases, attracting 5,963 online registrations and a total of 277 students to participate in the event.
Highlights of Communication Results
- Joined 24 academic associations, regularly participation in seminars and annual meetings where THSRC strived for various awards, exchanged viewpoints on topics related to smart transportation, and green tourism, and continued to promote the sustainability in railway transportation industry.
Priority Issues
- Transportation safety management
- Privacy and Information Security Management
- Regulatory compliance
Engagement Channel (Frequency)
- Internal / External meetings (Once a month / Non-periodic)
- Inspection / Repair / Examination / Survey / Maintenance (Non-periodic / Once a Month / Twice a Month / Once a Year)
- Internal / External activities (Once a year)
Engagement Performance in 2024
Communication Achievements
- Contractors submitted monthly manufacturer reports and held technical report meetings each month.
- The amount of green procurement has reached NT$ 360 million.
Highlights of Communication Results
- Completed supplier communication and deployment of optimized management policies, codes of conduct, and revised supplier self-assessment questionnaires. In 2024, a total of 116 valid questionnaires were collected, with an overall response rate of 59.48%. On-site visits were conducted with key local suppliers to strengthen supplier management over the environment and labor human rights. No supplier had major deficiencies in 2024.
Priority Issues
- Transportation safety management
- Regulatory compliance
- Customer relationship and quality management
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 2024
Communication Achievements
- Passed the annual regular THSRC operation inspection conducted by the Ministry of Transportation and Engagements / Railway Bureau
- In 2024, THSRC reported monthly to Railway Bureau, MOTC about 1 general traffic accident and no abnormal driving incidents.
Highlights of Communication Results
- From June to December 2024, in cooperation with the Railway Bureau, MOTC, the "Safety Management System Effectiveness Inspection" has been carried out on a trial basis, and the Railway Bureau would plan to carry out the safety management system effectiveness inspection operation of domestic railway institutions based on this trial experience.
Note: THSRC was officially listed on the Taiwan Stock Exchange on October 27, 2016, and was the first rail transportation operated to be listed in Taiwan. As of March 24th, 2025, the shareholding structure was as follows：Government agencies(45.13%), other juridical persons(18.78%), foreign institutions and foreigners(9.81%), individuals(15.21%), financial institutions(7.52%), 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.