Financial Inclusion Policy

In response to the United Nations' efforts to promote financial inclusion and provide basic financial services to disadvantaged groups, the Group has launched a wide range of tailor-made financial products and services to meet the needs of diverse customer segments. Through these efforts, the Group seeks to ensure that people from different backgrounds have access to fair and reasonable financial services or resources. To further implement this commitment, the Company has established the "Financial Inclusion Policy" as the guiding framework.

Promoting Urban Renewal

The Group has established the "Urban Renewal and Risky/Old Building Reconstruction Promotion Taskforce" and launched the "Advance Payment for Urban Renewal and Risky/ Old Building Reconstruction" program, which incorporates real estate trust, construction fund trust, and financing plans. Services are provided through a partnership with United Real Estate Management to assist urban project integrators in acquiring working capital, conducting construction audits, and managing contract performance, thereby providing customers with one-stop innovative financial services. As of the end of 2025, the total number of TCB's "Urban Renewal and Risky/Old Building Reconstruction Loans" being undertaken was 317, totaling NT$256.148billion.

Debt Negotiation

The Group has provided several of solutions to assist consumers in clearing their debts, including debt negotiation, enforcement of agreements reached in pre-negotiation, re-negotiated debt repayment schemes, or allowing debtors who failed to reach a pre-negotiation agreement to request pre-mediation, revival, or clearance through the court. We endeavor to provide measures that help effectively mitigate the economic burden on debtors and support them in repaying their debts. In 2025, TCB completed 463 pre-negotiation cases, and TCS completed 2 signings. The institutions agreed with defaulting customers to repay in installments and assisted them in clearing their debts.

For economically disadvantaged groups with unsecured consumer debt overdue for more than 3 months, including low-income households, individuals with severe illnesses, those with moderate or severe disabilities, victims of major natural disasters, and individuals experiencing involuntary unemployment for over 3 months, TCB offers the "Debt Extension Program for Financially Vulnerable Borrowers with Unsecured Consumer Loans". This initiative aims to help stabilize their lives and facilitate debt repayment.

Empowering Diverse Groups through Financial Service

The Group integrates its resources to provide diversified financial solutions that meet the needs of a wide range of customers. In 2025, TCB extended loans totaling NT$55.424 billion to support small business development and community development. Among these, loan categories with outstanding balances exceeding NT$5 billion included urban renewal loans (NT$35.022 billion), agriculture, forestry, fishery, and livestock loans (NT$11.104 billion), and youth loans (NT$9.205 billion). The ratio of overdue loans associated with these loans to the total balance of loans supporting small business and community development was 0.54%, with a total of 1,448 overdue loan cases recorded.

Guarding LOHAS and Elder Care

In support of the government's efforts in building a nationwide long-term care system, as well as an environment for the development of the healthcare industry in the context of an aging society, the Group has continuously integrated various resources to offer a variety of innovative and inclusive financial products and services to the elderly, with the aim of becoming the number one brand of "LOHAS and elder care".

Talent Cultivation for Products for the Elderly

In line with its core strategy, TCB collaborated with the Taiwan Association of Family Caregivers in 2020 to launch the "Seed Staff of Long-Term Care Services" training program. Leveraging its extensive network of 249 branches, TCB has built a more compassionate service network, offering comprehensive support from product offerings to the promotion of long-term care services, fully assisting customers in utilizing social resources to overcome caregiving challenges.

In addition, starting in 2021, TCB began cultivating "eldercare financial planning consultants", becoming the first bank to have more than 100 "eldercare financial planning consultants" dedicated to helping customers with trust planning and providing LOHAS retirement consultations services. Moreover, the "Family Trust Planning Consultant Certification System", launched in 2022, is also one of the professional competency certifications promoted under the Trust 2.0 project. By the end of 2025, 991 employees had obtained the "eldercare financial planning consultant" certification, and 289 employees had obtained the "family trust planning consultant" certificate.

TCS provides the "eldercare financial planning consultant" courses and subsidizes examination fees to encourage employees to obtain certifications. It also hires external lecturers to conduct education and training on the protection of the rights and interests of the elderly and people with disabilities, dementia prevention, and relevant cases and guidelines in a super-aged society. This aims to improve employees' service quality for the elderly. As of the end of 2025, 2 employees have obtained the "eldercare financial planning consultant" certification.

Creating a Friendly Financial Environment

Barrier-Free Friendly Service Environment

All 249 branches of TCB across Taiwan have various types of barrier-free facilities or measures in place, including a barrier-free slope to enable physically or mentally impaired individuals or other disadvantaged groups to enter, tactile floor tiles and a service bell, barrier-free service counters and ATMs, and designated service staff to assist with financial services. Moreover, we collaborate with the Taiwan Association of Sign Language Interpreters to provide sign language interpretation services. For people with disabilities to enjoy more friendly financial services, TCB waives interbank ATM cash withdrawal fees specifically for account holders with disabilities. This benefit may be applied for at the counter, by mail, or online. In order to serve areas with low population density (not exceeding 300 people per square kilometer) or economically disadvantaged areas (counties and cities in the bottom 1/3 of economic and employability rankings), TCB has set up 25 branches and installed 125 ATMs in Pingtung, Yilan, Hualien, Yunlin, and Chiayi counties, as well as in Keelung City, enabling these areas to access the same services as other regions. TCB also offers a variety of channels, such as intelligent customer service, live chat customer services, Internet, app, voice calls, and telephone service representatives, allowing users to choose a suitable way to inquire about services or express their opinions.

All of TCS's business locations received the "Dementia Friends Label" from the Ministry of Health and Welfare in 2022. In addition to setting up elderly- and barrier-free service areas for seniors and people with disabilities at all business locations in Taiwan, TCS deploys qualified first aid personnel, provides elderly customers with reading glasses and blood pressure monitors, and actively cares for seniors and customers with disabilities when providing over-the-counter services. TCS has planned the height of its service counters to accommodate elderly customers who use wheelchairs when filling out account opening-related documents. It also provides various consulting services to elderly customers, such as calling a taxi or borrowing a wheelchair, and assigns dedicated personnel to assist.