- Transportation safety management
- Customer relationship and quality management
- Traffic dispersion and transfer services
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 communication channels on a regular and irregular basis.
In addition, regarding the communication 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 2022, communication with various stakeholders and the handling of major disputes have been submitted to the 27th session of the 9th Board of Directors on June 15, 2022 and the 31st session of the 9th Board of Directors on October 12, 2022.
Performance of Communication with Important Stakeholders
Top Three Priority Issues
Communication Channel (Frequency)
- Publications / Digital tools (Once a month / Nonperiodic)
- Company website / Dedicated page (Once a month / Non-periodic)
- E-mail (Non-periodic)
Communication Performance in 2022
- THSRC App has accumulated about 1.38 million downloads since the end of 2017 to the end of 2022.
- THSRC's Facebook Fan Page garnered over 420,000 fans by the end of 2022.
- The Company has published 156 issues of TLife magazine as of December 2022. The TLife website was launched in October 2021, which 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.
- From January to December, 690,000 customer inquiries or opinions were received, and the response rate was 91% (via voice services) and 95% (via Chatbot).
Top Three Priority Issues
- Transportation safety management
- Traffic dispersion and transfer services
- Customer relationship and quality management
Communication Channel (Frequency)
- Interviews / Exchange of ideas / Visits (Non-periodic)
Communication Performance in 2022
- Handle 17 sub-interviews of noise of residents along the route, and effectively communicate the principle of adopting noise control measures, of which only case in Wai-Pu District, Taichung City, is pending further assessment according to the monitoring results of the Environmental Protection Bureau.
- 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 so as to maintain good local relations.
- 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 2022, a total of 3,297 people participated, with 4,823 units of blood raised. Since its inception in 2012, over 17,000 people have participated, with a total of 22,743 units of blood raised.
Top Three Priority Issues
- Transportation safety management
- Privacy and Information Security Management
- Corporate governance
Communication Channel (Frequency)
- Media contacts (Non-periodic)
Communication Performance in 2022
- IIssued 94 press releases and news bulletins, organized 10 press conferences and media events, clarified erroneous reports 10 times, handled 99 media inquiries, published 21 feature reports, and contacted the media 21 times throughout the year.
Top Three Priority Issues
- Transportation safety management
- Operational strategies and performance
- Employee care and labor protection
Communication Channel (Frequency)
- Internal / External meetings (Once a month / Four times a year)
- Publications / Digital tools (Once a month)
- Internal / External activities (Once a year)
Communication Performance in 2022
- Conducted a total of about 38 Town Hall meetings internally at 12 HSR stations throughout the year.
- Conducted a total of about 93 Town Hall meetings jointly at Train Operations Sections and Train Preparation Sections.
- 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.
- Issued 12 THSR High Speed Vision Newsletter, with a total of 103 topics and a total of 119,485 views.
- Organizes Quality Month in November, including proposal improvement awards, two preliminary rounds and one final round in Quality Control Circle and four quality seminars.
- The Rolling Stock Maintenance Department participated in 2022 Taiwan Continuous Improvement Awards on behalf of the Company, and won the "Golden Tower Award" trophy, which was the highest honor and was the first track industry in Taiwan to receive this honor.
Top Three Priority Issues
- Operational strategies and performance
- Corporate governance
- Regulatory compliance
Communication Channel (Frequency)
- Shareholders' meeting / Investor conference (Nonperiodic/ Once a month / Once a year)
- Internal / External Reports (Non-periodic/Once a year)
Communication Performance in 2022
- General Meeting of Shareholders on May 26, 2022
- Investor Conference on March 21, 2022
- Investor Conference on May 24, 2022
- Investor Conference on September 2, 2022
- Investor Conference on December 6, 2022
Top Three Priority Issues
- Transportation safety management
- Climate change mitigation and adaptation
- Regulatory compliance
Communication Channel (Frequency)
- Internal / External activities (Non-periodic / Four times a year)
Communication Performance in 2022
- The High-Speed Educational Endowment Program in 2022 cooperates with the Children Are Us Foundation, raising more than NT$11 million
- In 2022, the HSR Camp handled 12 sessions, attracting 2,389 online registrations and a total of 309 students to participate in the event.
Top Three Priority Issues
- Transportation safety management
- Privacy and Information Security Management
- Operational strategies and performance
Communication 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)
Communication Performance in 2022
- System and equipment maintenance.
- Suppliers / contractors completed 100% of the work according to the contract period.
- Completed annual damage prevention and inspection survey
- Held insurance workshops and insurance claims conferences for four times each.
- Passed ISO 9001:2015 quality management system verification
- Contractors submitted monthly manufacturer reports and held technical report meetings each month.
Top Three Priority Issues
- Customer relationship and quality management
- Transportation safety management
- Traffic dispersion and transfer services
Communication Channel (Frequency)
- Internal / External meetings (Once a month)
- Internal / External reports (Four times a year)
- Inspection / Repair / Examination / Survey / Maintenance (Once a year)
Communication Performance in 2022
- In August 2022, at the invitation of the Railway Bureau of the Ministry of Transportation and Communications, “Worry-Free about Pregnancy, Childbirth, and Childcare” for CEDAW gender equality of THSRC were exchanged and shared, and met the target of the gender equality project of the competent authority.
- The test reported that THSRC had a 100% completion rate in terms of matters to be cooperated according to laws and regulations (full score 100% ).
- Passed the annual regular THSRC operation inspection conducted by the Railway Bureau of the Ministry of Transportation and Communications.
- In accordance with the regulations of Article 40 of the Railway Law, a total of 27 abnormal driving incidents were reported by the Railway Bureau of the Ministry of Transport on a monthly basis in 2022.
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 27, 2023, the shareholding structure was as follows: Government agencies (45.13%), other juridical persons (17.4%), foreign institutions and foreigners (10.52%), individuals (14.86%), financial institutions (8.54%), 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.