- 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 2023, engagement with various stakeholders and the handling of major disputes have been submitted to the 3rd session of the 10th Board of Directors on June 20, 2023, the 5th session of the 10th Board of Directors on September 13, 2023 and the 6th session of the 10th Board of Directors on October 18, 2023.
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 2023
- The quality month activities have been organized in November 2023, including proposal improvement awards, two preliminary rounds and one final of the quality control circle competition, and four special lectures on quality issues.
- In 2023, we completed the response and processing of about 750,000 customer inquiries or feedback.
- In the 2023 customer satisfaction survey, the overall satisfaction rate reached 93%, and the average service satisfaction rate reached 94% in the four major service directions (ticketing service, station facilities and services, train equipment and services, and station transfer environment and services).
- The Company has published 168 issues of TLife magazine as of December 2023. The TLife website provides digital 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 2023
- Arranged telephone or in-person visits, or ad-hoc visits to schools, enterprises and community development associations affiliated to THSRC to interact with local opinion leaders to maintain good local relations.
- Handled 16 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 Zhongli 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 2023, a total of 2,328 people participated, with 3,503 units of blood raised. Since its inception in 2012, over 18,000 people have participated, with a total of 26,246 units of blood raised.
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 2023
- Issued 106 press releases and news bulletins, organized 13 press conferences and media events, clarified erroneous reports 16 times, handled 97 media inquiries, published 35 feature reports, and contacted the media 17 times throughout the year.
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 2023
- 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.
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 2023
- Investor Conference on March 20, 2023
- General Meeting of Shareholders on May 25, 2023
- Investor Conference on June 16, 2023
- Investor Conference on September 19, 2023
- Investor Conference on December 4, 2023
- Investor Conference on December 19, 2023
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 2023
- The High-Speed Educational Endowment Program in 2023 cooperates with the After School Association of Taiwan, raising more than NT$6.8 million.
- In 2023, the HSR Camp handled 12 phases, attracting 9,592 online registrations and a total of 299 students to participate in the event.
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 2023
- Passed ISO 9001:2015 quality management system verification.
- Contractors submitted monthly manufacturer reports and held technical report meetings each month.
- Complete annual damage prevention inspection survey.
- In 2023, the optimized version of THSRC supply chain management policy and code of conduct has been completed.
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 2023
- Passed the annual regular THSRC operation inspection conducted by the Ministry of Transportation and Engagements / Railway Bureau
- In 2023, THSRC has reported monthly to Railway Bureau, MOTC about 1 general traffic accident and 35 abnormal driving incidents.
- From June to December 2023, 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.
- THSRC reported to the Railway Bureau in accordance with laws and regulations.
Note:
1. 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 25, 2024, the shareholding structure was as follows: Government agencies (45.13%), other juridical persons (17.93%), foreign institutions and foreigners (10.39%), individuals (14.71%), financial institutions (8.29%), and state-owned enterprises (3.55%).
2. THSRC regularly reviews and confirms the effectiveness of stakeholder engagement through diverse engagement channels, and improves relevant mechanisms and implementation based on the results.
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.