In line with the United Nations’ goal of promoting financial inclusion for disadvantaged groups and remote areas to provide basic financial services. Chailease formulated " Financial Inclusion Policy", committed to actively innovating and expanding the accessibility and use of financial services, and launch tailor-made financial products and services that meet the needs of all sectors of society or different ethnic groups. We exert our financial influence to ensure that all social classes and groups can enjoy fair and reasonable financial services or resources. We also indirectly contribute to increasing the employment rate and enhancing the quality of life for disadvantaged groups.The following examples illustrate the aspects that have been implemented:

In order to become an "excellent financial company in the Asia-Pacific region", Chailease knows that financing in developing countries is no easy task. Because the financial systems in developing countries are relatively unsound, the credit system are relatively weak, and the risk tolerance are low, banks are tend to finance guaranteed and well-capitalized customers. Under reasonable risk assessment, Chailease provides differentiated services to customers with different risk levels as much as possible, and assists small and medium-sized enterprises with weak financial status to meet their needs of funds. 

To be able to better serve SMEs, microenterprises and individuals in the Asia-Pacific region, since 1989 Chailease has opened branches and provided office services throughout the ASEAN region. At present, our offices cover Thailand, Vietnam, Malaysia, Cambodia, Philippines and Indonesia. This begins from equipment leasing and installment payment services, and as economic development dictates, expands to include installment loans for vehicles and motorcycles, insurance agencies, and so on, to meet local needs. Since its establishment, Chailease has served over 100,000 SMEs, microenterprises and local manufacturers at all points in the supply chain.

In 2024, a customer satisfaction survey was conducted covering all major products, with a total of over 4,000 questionnaires collected. Using the quantitative conversion mechanism of indicator satisfaction, the average overall satisfaction rate of corporate finance customers was 97.6%, the average overall satisfaction rate of consumer finance (zingala card) customers was 100%, and the average overall satisfaction rate of short term tenant customers was 100% in 2024. The overall satisfaction rate of customers with the Company’s services exceeded the set target, reaching over 90%.

1. Corporate Finance-Customers we accepted from January to December 2024, and customers whose contracts expire from July 2024 to June 2025, excluding terminated / unterminated customers and customers who were surveyed in 2023.
2. Consumer Finance-zingala members accepted 2 times (or more) between 2024/1/1-2024/12/31 or random sampling of 3% of those with total coin offset amount greater than NT$1 in the past to date.
3. Short term rental-Successful pickup and return of vehicles (excluding foreign customers) for the whole year of 2024.

1. The original corporate finance questionnaire employs a 5-point scale, and responses with an average rating of 4 or above are considered satisfactory.
2. The original questionnaire for short-term rentals employs a 7-point scale, and responses with an average rating of 5 or above are regarded as satisfactory.
3. The original questionnaire on consumer finance employs a 5-point scale, and responses with an average rating of 4 or above are considered satisfactory.

After the results were calculated, a qualitative approach was also used to gain more information about special cases. These results became an important topic in management committee meetings. It is hoped that by establishing multiple communication channels, we will be able to hear more customer voices, understand customers’ real needs, and propose the most appropriate improvement methods to achieve our goal of providing customers with the best possible service.

These topics entered into discussions among the operations and management committee. The hope is to strive to establish more and diversified channels of communication so that the company can better listen to the voices of many customers and understand their true needs. This is the way to find a pathway to improvement and gradually increase customer satisfaction with a goal of providing customers with truly excellent service.

Chailease Holdings places great emphasis on different perspectives. We collect customers’ opinions actively and take a very open-minded view of employee suggestions or any innovative thinking within the group. We set up an employee suggestion system and an incentive platform to get innovative suggestions, encouraging employees to bring forth new ideas. We hope the system will allow the thoughts from employees could be implemented, so that we can always know what the customer's need in advance.

Before bringing out a new product or service, we would have internal assessment of the legality which ensures the product or service complying with laws. All promotional ads, public relations news or employment ads which are post in print, electronically or in sound form must go through the company's internal auditing and managing processes. The coherent units must review and approve its legality to ensure the rights of those getting information and to maintain the company's reputation and image. Items officially online should be adjusted at all time based on customers’ opinions and the feedback of our employees, to meet our sole goal that design products which can meet our customers' needs.

Before the implementation of the new personal information protection law, the Company already had in a place a security mechanism for maintaining personal information, including the formulation of “Data Classification Management Measures”, “Personal information Protection Key Points”, “Information Security Policy”, “Information Security Management Key Points”, and other specifications. We clearly formulated the protection procedures to be followed for the authorization, use, storage, management and destruction of personal information. At the same time, in order to demonstrate our persistence and commitment of attaching great importance to the safety of customers’ personal information, a personal information protection team has been established to ensure the implementation of the personal information law.

Regarding the protection of personal information, the Company has three lines of defense controls to ensure that the collection, processing or utilization of personal information complies with external laws and internal regulations:

The Company is committed to enhancing information security management, establishing appropriate protection measures for all information areas within the Company in accordance with relevant internal and external regulations as well as regularly reviewing the suitability of the regulations to prevent improper disclosure of customer personal information, so as to reduce penalties by the competent authority that could damage the Company’s reputation.

Chailease Holding and its subsidiaries attach great importance to customer information security and personal information protection. All our employees receive personal information confidentiality and operational security law training. Such training provides them with a reference and develops their consciousness of personal information issues so they will conduct good data security practices and protect personal information in their daily work. When customers provide personal information, we request they sign the ”Notice of Collection, Processing and Utilization of Personal information”, and strictly control the use of customers’ personal information. If it is necessary to cross products or use the customer’s personal information for non-primary collection purposes, it must comply with laws and regulations and obtain customer consent.and shall be handled in accordance with the following principles:

1. Comply with relevant government laws and regulations and information management principles.
2. Specify the type, purpose, use, duration of use (in accordance with the relevant laws and regulations or contractual retention period or the retention period necessary for the execution of the Company’s business), region, target, and method of use of the personal information collected.
3. Customer personal information is strictly stored in Chailease Holding and its subsidiaries or its entrusted information storage system with high security and stability.
4. Acquisition and use of data must be within the scope of data authorization stipulated by Chailease Holding and its subsidiaries.
5. Appropriate technical and organizational security measures have been adopted to protect customers’ personal information from loss or any illegal processing.
6. Customers’ personal information should not to be provided to anyone(either in the private or public sector) other than those notified by Chailease Holding and its subsidiaries, except when required by a judicial unit or other competent authority in accordance with applicable laws and through formal and legal procedures.
7. Customers are fully informed that they have the right to opt-in, opt-out, request the Company to retain their personal information, request correction, request deletion, and stop collecting, processing, or utilizing their personal information.

In addition, according to the personal data security protection and operation risk level, we carry out personal information masking operation of the necessary system, control the secondary use of personal data and implement various security control measures.

1. Set the data access authority of colleagues according to different business scopes.
2. Implement USB storage device block management to reduce the risk of data leakage through the flash drive, so as to facilitate the control and review of data duplication.
3. Colleagues use mobile devices to send and receive company emails, set up authority control and only those with business needs can apply for use. We also introduce a security control mechanism to prevent storing of data in endpoints when transmission. Prevent information security risks such as data leakage or loss or theft through mobile phones to truly protect personal data safety.
4. For the information system storing personal data, professional information security vendors are regularly appointed to conduct vulnerability scanning and penetration testing, so as to maintain the defense strength of the information operating environment and keep pace with the times.
5. The internal transmission of customer information is also strictly regulated to strengthen control, and is regularly inspected by the internal audit department to ensure that all control mechanisms are effectively implemented.

To ensure the confidentiality of customer data, all our employees receive personal information confidentiality and operational security law training. This provides them with a reference and develops their consciousness of personal information issues so they will conduct good data security practices and protect personal information in their daily work. We also require employees to appropriately perform their responsibilities of protecting confidentiality and managing data, with rigorous internal rules for management as well as the gradual establishment of an audit trail and records tracing systems. The management of personal information has been included in the scope of annual audit of inspection of information and communications security and self-assessment, and through these comprehensive and targeted reviews, we will increase the protection of customer data by employees and increase knowledge of and compliance with relevant law.

The auditing units of the Company and its subsidiaries shall conduct inspections of the implementation of personal information protection in accordance with regulations. We will import personal data management standards in the future. If it is otherwise provided by laws or regulations or required by the competent authority, each subsidiary may also, depending on actual needs, appoint an independent third party to conduct the inspection of the matters specified in the preceding paragraph and provide inspection recommendations. In 2024, the company did not have any information security violations (including Personally Identifiable Information, such as name, ID number and other information that can be distinguished or traced to individuals) that caused the leakage of customers' personal information, and there were no confirmed complaints of infringement of customer privacy or loss of customer information.

A 10-year retention period for personal information is due to legal and contractual obligations. Further, the rate of the secondary use of personal information of the Company and its subsidiaries is 69.68% in 2024. In the future, we will continue to plan the management systems and norms related to data governance (ex. BS 10012 or ISO 27701), introduce a data leakage prevention system, strengthen the customer data protection mechanism, improve the level of information security protection comprehensively, and establish a safe and reliable operating environment. The purpose of collecting customer data, the method of use and the exercise of related rights and interests are all stated in the notice of consent or contract to help customers fully understand the rights and obligations of both parties. Company employees dedicated to the protection of personal information act based on the relevant rules of the company to appropriately handle and provide feedback on such matters, and appropriate rules are set and revised. And the improvements of our business processes, the rigor of our internal rules will reduce the occurrence of customer complaints.