Stakeholder Engagement

Meeting objectives

Talent and innovation are the most important keys to the core competitiveness of an enterprise structure. Continuous and good communication helps to improve employee motivation and company recognition.

Communication frequency/mode

Daily: Morning meetings
Weekly, Monthly: Video conferences, work week reports, legal compliance announcements
Quarterly: Labor-management meeting, Occupational Safety Committee
Annually: Employee opinion exchange questionnaires
Annually: Knowledge sharing seminars
Irregularly: e-HR E.SUN Human Park platform, e-learning+ digital learning platform, various opinion response mailboxes, such as the Learning Sister mailbox, HR Manager mailbox, etc.
Irregularly: Two-way communication, EIP website
Irregularly: Professional training courses and development classes
Contact:
- Human Resources Department E-Mail: hrd@esunbank.com.tw
- Hotline: (+8862) 2175-1313 #8701

Communication Performance

Employee Communication Meetings
16 CHRO Mailbox
246 Employee Opinion Communication Cases Handled
7,959 Employee Opinion Exchange Questionnaires

Focus Issues

Talent cultivation and development
Talent attraction and retention
Healthy, safe, and friendly workplace

Focus Content

Compensation and benefits system
Performance evaluation and promotion assessment
Work-life balance

E.SUN's Response

E.SUN's overall compensation system is based on factors such as profitability, development strategies, individual job responsibilities, and overall performance, while continuously benchmarking against external conditions for ongoing improvement and adjustment. The company continues to expand the proportion of performance-based salary adjustments, aligning with promotion assessments at all levels, conducting performance-based salary reviews simultaneously. Appropriate salary adjustments are granted according to job position, performance, and market salary levels.
To support E.SUN employees in caring for their parents and children and to provide family planning and prenatal preparation, the company has introduced 1 day of fully paid “Family Care Leave” and “Prenatal Health Check Leave," continuously offering more comprehensive family care measures.

Meeting objectives

Understand market trends and motivations, improve personal service, create tangible and intangible value for customers, and continuously strengthen E.SUN's competitiveness.

Communication frequency/mode

Daily: E.SUN e-customer service (24-hour customer service hotline, intelligent text customer service, online telephone, website visitor message board), customer opinion complaint hotline and customer opinion QR code
Weekly: Customer satisfaction survey, Line official account, Facebook E.SUN Lucky Cat fan group, E.SUN digital life, health fan group
Every 2 months: Smile E.SUN bimonthly magazine
Quarterly: Sunrise E.SUN quarterly magazine
Twice a year: Corporate customer satisfaction survey
Irregular: Personal visits, telephone contact
Contact: E.SUN customer service center 24-hour service hotline (+8862)2182-1313 / 0800-30- 1313

Communication Performance

3,275 customer service center customer suggestions
108,107 official website visitor message board messages
93,826 customer satisfaction survey questionnaires
26,633 customer opinion QR codes
A total of 665 corporate customer satisfaction questionnaires were issued

Focus Issues

Customer experience and fair treatment
Fintech and AI applications
Inclusive finance
Cybersecurity and personal data protection
Responsible finance

Focus Content

Teller service quality, professionalism, and efficiency
Enhancing transaction security and customer experience through AI and fintech
Providing thoughtful services to financially inclusive customer groups
Transaction security and fraud prevention
Sustainable development trends, corporate response strategies, and sustainable financial services

E.SUN's Response

Each credit card transaction is scored using an AI model, with the results used to classify risk levels. High-risk transactions undergo card controls, while medium-risk transactions trigger SMS notifications and push alerts for transaction confirmation with customers. AI, systems, and the app work together to enhance card security and customer experience.
A cross-departmental anti-fraud team is established to prevent customer fraud through staff anti-fraud training, development of abnormal transaction monitoring models, collaboration with the National Police Agency to implement three-way calling, and planning of an immediate fraud-blocking platform.
An internal dedicated team engages in ESG communication with corporate clients, providing sustainability recommendations such as net-zero transition guidance, and designs appropriate sustainable financial solutions based on customer needs.

Meeting objectives

Assist in understanding E.SUN's performance and strategic direction, strengthen their confidence in E.SUN, and be willing to support.

Communication frequency/mode

Monthly: Announce operating performance;Open information observation station
Quarterly: Chinese and English legal person briefings, quarterly financial reports;Board of Directors, functional committees
Annually: Shareholders' meeting; Annual report, sustainability report
Irregularly: visits and teleconferences, announce credit ratings and outlooks
Irregularly: Domestic and foreign roadshows, domestic and foreign investment institutions research meetings, investment forums, material information announcements
Contact: Investor Relations
E-Mail: ir@esunbank.com

Communication Performance

8 Chinese and English legal person briefings
9 investment forums or roadshows attended
71 investor and analyst meetings

Focus Issues

Corporate governance
Risk management
Climate change

Focus Content

Board re-election and shaping a banker's bank corporate culture, fostering and building employee cohesion
Management of interest rates, market, and credit risks related to major market monetary policies, along with strategies to address emerging risks
Financial net-zero transition projects and formulation of net-zero policies

E.SUN's Response

Communicate E.SUN's three founding visions and the three long-term development pillars as core management philosophies.
Disclose the management framework for various risk issues and provide regular reports to the board of directors.
Actively align with international ESG sustainability benchmarks by participating in ESG evaluations and engaging with customers through financial products and services.

Meeting objectives

Understand the latest trends and dynamics of regulatory supervision, support government policies and Taiwan's sustainable development.

Communication frequency/mode

Annual: Government agency evaluation
Irregular: Policy research meetings, seminars, public hearings
Irregular: Official documents, meetings, phone calls, emails, and public information
Irregular: Financial inspections, special project meetings

Communication Performance

Respond promptly to inquiries from supervisory authorities
Proactively participate in relevant meetings and courses

Focus Issues

Financial technology and AI applications
Climate change response
Customer experience and fair treatment
Inclusive finance
Fraud prevention

Focus Content

Mitigate climate change and achieve sustainable development
Utilize technological innovation to enhance financial service efficiency while balancing risk and security
Protect customer rights with a fair, transparent, and professional attitude

E.SUN's Response

Served as the rotating chair of the 2024 Coalition of Movers and Shakers on Sustainable Finance. During the alliance‘s quarterly meetings, engaged in two-way discussions on important policies such as the “Reference Guidelines for Financial Institutions on Anti-Greenwashing,” the “Energy Service Company (ESCO) Project Loan Promotion,” and the “Green and Transition Finance Action Plan,” providing practical recommendations to regulatory authorities for policy formulation.
The Board of Directors participates in promoting the Fair Treatment of Customers principle, including activities such as the “2024 Fair Treatment and Service Quality Exchange Seminar” and the Dementia-Friendly Finance Program. Analyses and improvements of relevant customer complaint cases, as well as customer satisfaction and NPS survey reports, are submitted to the Board for discussion and actively supervised by Board members.

Meeting objectives

Strengthen E.SUN's communication with the public through media channels, gather the latest topics and trends in society and internationally.

Communication frequency/mode

Immediate: Dedicated PR unit responsible for media communications of the financial holding company and its subsidiaries, providing timely responses to journalists' inquiries
Semi-annually: Operational performance press conferences with Q&A sessions for journalists
Irregularly: Media interviews, press conferences, crisis event briefings
Irregularly: Press releases, statements, announcement of self-declared earnings
Irregularly: News section on the financial holding company's official website
Contact: Public Relations department
- E-MAIL: pr@esunfhc.com
- Tel: (+8862)2175-1335、(+8862)2175-1313#8191

Communication Performance

The dedicated PR unit responded promptly to 4,620 journalist inquiries
operational performance press conferences held
38 media interviews and press conference events
171 press releases issued
171 news posts in the financial holding company's official website news section

Focus Issues

Integrity management
Talent cultivation and development
Financial technology and AI applications

Focus Content

Gain insights into domestic and international political and economic trends, proactively plan operational strategies, and create excellent synergies.
Address the challenges of cross-generational human resources by formulating workforce planning and employee training strategies.
In response to the wave of generative AI, develop fintech AI strategies and application advancements.

E.SUN's Response

E.SUN is committed to becoming "the best in comprehensive performance and the most respected enterprise," continuously creating value for customers and shareholders as we move together toward a better future.
Adhering to the belief that "talent is both a leading and key indicator," E.SUN systematically cultivates a cross-generational leadership pipeline and maintains a robust talent pool, ensuring the company's enduring success.
Embracing the new era of artificial intelligence, E.SUN leverages forward-looking innovative thinking and leading technologies to realize human-centered AI application development.

(public welfare, environmental protection, and industry academic cooperation)

Meeting objectives

Join hands with various sectors to create a shared, harmonious new living circle, making Taiwan a better place.

Communication frequency/mode

Weekly: Neighborhood environmental cleaning and local financial community services
Annually: Organizing charity events; sponsoring arts exhibitions, musical performances, sports events, academic education, ecological conservation, and more
Irregularly: Cross-industry collaborations and visits; hosting cultural and art lectures
Contact information:
- E.SUN Volunteer Foundation:
  - (02) 2175-1313 ext. 9300
  - E-Mail: Volunteer@esunbank.com
- E.SUN Cultural and Educational Foundation:
  - (02) 2175-1313 ext. 9305
  - E-Mail: Esunfoundation@esunbank.com

Communication Performance

Beneficiaries exceeded 255,309 individuals
Number of partner organizations for charity events surpassed 1,632

Focus Issues

Climate change
Social Welfare
Humanities and Arts
Academic Education

Focus Content

Investment in charitable activities
Environmental conservation issues
Implementation of responsible finance
Reading programs for students, English and aesthetics education in remote areas

E.SUN's Response

Energy saving and carbon reduction: Actively participating in the Summer Solstice light-off event, Earth Hour, Beautiful Taiwan Smile E.SUN campaign, beach and mountain clean-up activities.
Charity activities: Charity sales for love donations, blood donation drives, overseas medical clinics, and donation of medical equipment.
Organizing domestic and international arts exhibitions and performances, sponsoring sports events, cultivating outstanding talent scholarships, and the E.SUN Academic Awards.
Hosting financial literacy lectures, Storytelling promotion at E.SUN libraries, anti-drug awareness tours, and English education programs in remote areas.

Meeting objectives

Suppliers are partners in E.SUN's sustainable development and growth. Through procurement actions, suppliers are encouraged to implement responsible consumption and production practices. We strive to achieve energy efficiency, carbon reduction, and cost savings while promoting the concept of sustainable business operations.

Communication frequency/mode

Weekly: Pricing meetings
Bimonthly: Email communications
Irregular: Public disclosures on website, supplier visits, supplier conferences

Communication Performance

Over 610 pricing meetings held
Bimonthly: Exchange of self-assessment forms with 314 suppliers
Irregular: Visits to 12 suppliers
Hosting supplier conferences

Focus Issues

Sustainable operating environment
Human rights protection
Information security and personal data protection

Focus Content

Implement circular economy
Listen to employee voices
Promote data security protection programs

E.SUN's Response

Responding to the circular economy by promoting the priority selection of products or services that are recyclable and conducive to resource recycling.
Talent is both a leading and key indicator; suppliers are encouraged to support sound employee development and value employee feedback.
To comply with cybersecurity regulatory requirements and protect sensitive data from leakage, suppliers are encouraged to establish their own cybersecurity management mechanisms to reduce cybersecurity risks within the supply chain.

	Talent and innovation are the most crucial to building a company's core competitiveness, and also the most important foundation for achieving sustainable development.
	E.SUN values customer input and focuses on providing an optimal customer experience with the customers at the center and creating value for customers.
	The long term support from shareholders and investors brings more strength to sustain growth of E.SUN.
	The financial sector is under high level supervision. We strictly abide by government laws and cooperate with government policies.
	E.SUN has established a good relationship with the media, enabling journalists to report on our operational updates to the general public through real-time communication channels.
	We believe that one simple act of love can inspire others to love, and have thus combined the capabilities of charity and environmental protection organizations to jointly protect our planet.
	Suppliers are E.SUN's partners in sustainability and growth.