Customer Section
Customer Section
The Company places high importance on valuable customer feedback. We have established the "Customer Rights Protection Policy," "Domestic Sales Customer Service Procedures," and "Export Sales Customer Service Procedures." Additionally, each plant has implemented its own "Customer Service Regulations."
Upon receiving a customer complaint, the receiving unit shall detail the customer's name, site name, content of the complaint, and time of occurrence on the "Customer Complaint Handling Report Form" and submit it to the relevant department to formulate a solution. If the estimated cost of handling the issue exceeds a certain threshold, the Head Office Sales Department and the Low-Carbon R&D Center must be notified to dispatch personnel to the site for coordination. The Company also periodically reviews and tracks the progress of complaint resolutions to ensure the quality of customer service. The Company manages and tracks customer feedback and complaints in accordance with ISO 9001 quality management systems and incorporates customer suggestions into product and service development.
Customers may also submit complaints and suggestions for improvement via the following customer service email to safeguard their rights:
Cement/Concrete:
Tel: (02) 2531-7099#20505 ; Email: tccsales@taiwancement.com
Green Electricity Sales:
Tel:(02) 7719-7362
Energy Storage/Charging Stations:
Tel:(02) 7719-0378
Handling of Customer Feedback
Cement/Concrete: Customers may raise purchase-related inquiries or concerns through the customer service hotline or email. Within two working days (48 hours), the Company will acknowledge receipt and confirm that the case has been registered through the contact method provided by the customer. The case will then be followed up and investigated as promptly as possible based on its nature, and the outcome will be communicated to the customer who submitted the feedback.
- Charging Services: Customer feedback is received through the NHOA.TCC LINE Official Account. An initial substantive response will be provided within one working day for non-technical cases and within two working days for technical cases. Cases will be resolved within 30 working days. If additional time is required, customers will be proactively informed of the progress and expected completion date.