## Customer Service and Billing 

We believe our reputation for quality customer service has helped us attract new customers and maintain customer loyalty. We regularly survey our customers to improve our service and better understand market demand and customer preferences, and seek to develop products and services accordingly. 

We provide the following services to our customers: 

• 24-hour customer service and technical support through our service centers, call centers and website; 

• English billing documents available upon request; 

• free of charge itemized billing for international and domestic long distance calls; 

• bill payment services at 24-hour convenience stores, bank service counters, automatic teller machines, and service centers throughout Taiwan, via direct debit, over the phone, online at our website (www.cht.com.tw), on MOD, and on mobile handset emome; 

• online information and bill payment services at our website (www.cht.com.tw) and customer service hotline for telephone payment; and 

## Network Infrastructure 

• consolidated and automated billing for all services. 

Our network infrastructure consists of transmission networks that convey voice and data traffic, switching networks that route traffic between networks, and mobile, paging, internet, leased line and data switching networks. 

We purchase most of our network equipment from well-known international suppliers. As part of the purchase contract, these suppliers deliver and install the equipment for us. We also purchase from local suppliers a variety of components such as transmission lines, switches, telephone sets, MOD set-top boxes, and radio transmitters. 

Approximately 13,900 of our employees were engaged in network infrastructure development, maintenance, operation and planning as of December 31, 2010. 

## Internet Protocol Broadband Backbone Network 

Our internet protocol broadband backbone network consists of an inner core network and an outer core network. We completed the construction of our high-speed internet protocol backbone network at the end of 2010 with 14 sets of 2.5 Tbps/1.2Tbps gigabit switch routers for the inner core network and more than 54 sets of 1.2Tbps /640 Gbps/320 Gbps/80 Gbps gigabit switch routers for the outer core network. We believe this network will enable us to meet the increasing demand for broadband access and broadband multimedia services. 

## Transmission Networks 

As of December 31, 2010, our transmission networks consisted of approximately 1.26 million fiber kilometers of fiber optic cable for trunking and approximately 3.33 million fiber kilometers of fiber optic cable for local loop. 

