Facilitator

of A Comfortable and Safe Living Environment

As a vital hub of tourism and commercial activities, TAIPEI 101 receives more than 1 million visitors per year. Not only that, the building is intricately related to the day-to-day lives of the 13,000 tenants at TAIPEI 101. As such, providing a comfortable and secured environment is a crucial mission for TAIPEI 101. We hope that everyone, be it customers who have come to shop, visiting tourists or employees/tenants working here at TAIPEI 101 would be able to enjoy a comfortable and secured environment to feel right at home. In order to achieve this goal, we offer thoughtful services, friendly hardware facilities and tackle the issue of personal security with the utmost caution and respect in order to protect each and every individual here at TAIPEI 101 with premium equipment and meticulous measures.
This chapter will cover three dimensions of operational safety, product safety, and OHS to illustrate how TAIPEI 101 achieves all-round protection for its stakeholders. For operational safety, this chapter will present the pre-emptive preparations and response measures in the event of natural disasters such as earthquakes and typhoons and other manmade hazards of fire,threats of security and personal information. With regards to product safety,this chapter will illustrate TAIPEI 101's insistence on food and public sanitation and the actions we have taken to provide a comfortable and safe environment. As for OHS, this chapter will disclose our management policies for employee and outsourced vendor safety and our performance in 2016. The presentation of these aforementioned contents shall adequately reflect our response towards operational safety and risk management, personal information security, and food safety and public hygiene, which are issues of material importance to our stakeholders.


4.1 Operational Safety

Stakeholders

During the planning stage of TAIPEI 101's construction, seismic and wind-resistance factors were already incorporated into the building's structural design along with comprehensive rescue and security systems to prevent casualties in the event of manmade hazards or emergency situations. In order to reduce the threat of potential hazards, we have established specific hazard/disaster response procedures coupled with periodical drills and trainings to enhance our staff's safety knowledge and awareness for safety.

4.1.1 Natural Disaster Risk Management

Taiwan is geographically situated in a region that is susceptible to earthquakes and typhoons. And as such, during the planning and design of TAIPEI 101, seismic and wind-resistance factors were already incorporated into the building's structural design. Due to global climate anomalies in recent years, the frequency of extreme climate hazards has increased and posed substantial threat to the safety and health of mankind and economic losses. In the face of impact from climate changes, we have established relevant safety equipment and response measures.

Safety Equipment

TAIPEI 101 is equipped with a massive damper that enhances structural integrity and an emergency power generation system to counteract power outage in order to mitigate the impacts of typhoons and earthquakes.

Emergency Power Generation System

Different from other office towers and shopping malls, we deliver at minimum 20VA of power supply per square meter in the event of power outage (tenants may apply for greater emergency power allotment if necessary) to ensure that during outages, we would be able to minimize the impact on operations by maintaining basic power supply for relevant operations to continue. Presently, there are 8 2000KW diesel fuel emergency power generators installed at TAIPEI 101 and these generators will provide the emergency power needed during disasters and blackouts during emergencies. Normally, the designated department is entrusted with the task of these generators' maintenance and repair. Once each month, these generators would be started for testing during late night hours to ensure their normal operation.

Evacuation and Emergency Response Measures

In order to minimize the damage and losses from earthquakes, in addition to relevant safety equipment, we have also designed a series of pre-disaster, during-disaster, and post-disaster prevention and response measures.

Pre-Disaster Preparations

  • Tenant Handbook:Our tenant handbook covers the pre-cautions when an earthquake strikes and suggests tenants to prepare emergency supplies including medical supplies, food and water to cope with natural disasters that may force tenants to stay inside the building for extended periods of time.

  • Evacuation Plan:TAIPEI 101 has prepared for the re-illustration of evacuation plans for all floors in 2016 so that employees and tenants would have a better grasp of all the locations of emergency exit and corresponding safety equipment on each floor.

Post-Disaster Measures

In addition to the standard pre-cautionary measures, we also assign a task force to patrol the building and carry out relevant restorations after a disaster has occurred. If a strong earthquake resulted in specific safety concerns at the tower, the Disaster Response Commander will order an evacuation and the TAIPEI 101 emergency response units will evacuate all occupants inside the building. At the same time, electrical equipment will be checked after an earthquake in accordance with the "Earthquake Handling Procedures for Engineering Operation Management Department."



Building Structure and Damper

The unique bamboo design of TAIPEI 101 serves the special function of strengthening its structural integrity with a massive steel truss bracing joined to surrounding mega-column structure by rigid connection. The truss bracings are further enhanced by a 4-story damper that is designed to stabilize the building against lateral movements caused by earthquakes or strong winds through the principles of oscillation. This design has significantly improved the building's safety and resilience, so much so that U.S. technology magazine "Popular Mechanics" has named TAIPEI 101 as "the world's toughest building".


  • Different from other office towers and shopping malls, we deliver at minimum 20VA of power supply per square meter in the event of power outage (tenants may apply for greater emergency power allotment if necessary) to ensure that during outages, we would be able to minimize the impact on operations by maintaining basic power supply for relevant operations to continue. Presently,there are 8 2000KW diesel fuel emergency power generators installed at TAIPEI 101 and these generators will provide the emergency power needed during disasters and blackouts during emergencies. Normally, the designated department is entrusted with the task of these generators' maintenance and repair. Once each month, these generators would be started for testing during late night hours to ensure their normal operation.

  • Earthquake:To ensure passenger safety, our customer service staffs have been trained to communicate immediately with the central control personnel by radio or elevator intercom in the event of an earthquake so as to verify the situation and keep the passengers calm by reassuring them of their safety. Depending on the scale of the earthquake, the observatory elevator would operate in accordance with different response measures: for minor earthquakes, the elevators will operate at slower speeds and stop at the designated floor for passengers to be evacuated with our customer service personnel's instruction. During a major earthquake, the elevators would stop operation immediately. Passengers will be required to wait for elevator maintenance personnel to verify that relevant equipment have not been damaged before the elevator resumes operation and stops at the designated floor for passengers to leave the building as instructed.


  • Typhoon Response Taskforce:Upon the issuance of sea warning for typhoon by the Central Weather Bureau, we would establish a Typhoon Response Taskforce to be responsible for the implementation of relevant typhoon preparation and response measures. Due to typhoons Nepartak, Megi, Meranti and Malakas, the Typhoon Response Taskforce convened a total of 3 meetings in 2016 chaired by the President.

  • Typhoon:When exposed to powerful gusts of wind, it is possible that TAIPEI 101's building structure would experience lateral movement, which could result in elevator cables entangling, thereby disrupting elevator operation. In addition to safety mechanisms designed to halt elevator operation, we have also established the "Office Tower Elevator Operation Mode Response Procedure Under Powerful Winds" to regulate the operating model of elevators when the building is exposed to different levels of powerful wind to ensure normal operation and minimize impact on TAIPEI 101's operations.

  • Elevator Management Scheme:The double-deck elevators at TAIPEI 101 are designed to have four emergency exits (upper, lower, left and right of each elevator car) so that should the elevator stop at a floor without doors that render it impossible for the doors to be opened for personnel stranded within to be rescued, the rescuers could move the rescue car and position it at level position with the elevator car in question. This would allow the rescuers to open the rescue door on the side of the rescue car and set up handrails on both sides and a walking plank between the two elevator cars so that the trapped personnel could be moved to the rescue car. If the elevator doors cannot be opened for any reason, the rescuers could open the upper or bottom emergency exit for the trapped personnel to escape. In 2016, we have conducted in-depth training on elevator control system for relevant personnel to ensure operational safety at the premise. A total of 26 employees took part in the two-hour training. In the event of earthquake or typhoon, we have also devised the following response measures:

4.1.2 Manmade Hazard Risk Management

Stakeholders

In order to prevent the safety of our stakeholders from being compromised due to manmade hazards or emergency situations, we have established comprehensive prevention and response measures for fire hazards, information security, and personal information protection.

Fire Hazard

Fire Facilities

TAIPEI 101 is equipped with fire hazard prevention equipment, fire-detection system, firefighting system and emergency evacuation equipment. Appropriate number of fire hydrants and fire extinguishers has been placed on each floor, with monthly maintenance duly implemented for the aforementioned equipment; fire safety equipment inspection and declaration is also made for the shopping mall (once every six months) and the office tower (once per year) to ensure that all firefighting equipment are compliant with pertinent fire safety regulations while our electrical equipment are compliant with pertinent electrical codes. Not only that, the observatory, the office tower and the shopping mall have all received the "Fire Safety Building" certification from the Executive Yuan to attest to the quality of our fire prevention measures available on premise. Each year, we also carry out three cleaning and inspections of the exhaust hood equipment for the food court and restaurants on 4F and 5F.
Even with all the aforementioned facilities, we have still taken the following measures to improve our fire-prevention capabilities:

Table of Fire Facilities at TAIPEI 101

Response and Preventive Measures

Given that more than 10,000 visitors, staff, employees carry out various activities on many different floors at TAIPEI 101 on a daily basis, we are therefore very concerned with the building's capacity to respond in the event of fire hazards. By offering relevant response information, seminars, trainings and drills, we enable tenants and their employees to familiarize themselves with the firefighting measures and facilities available at the building to minimize loss in the event offire hazards.

Table of Fire-Related Trainings for Office Tower and Shopping Mall Tenants

  • Disaster Prevention and R esponse Information:Our "Disaster Response Handbook" details the standard procedures when a fire is detected. We also request tenants of the office tower and shopping mall to form self-defense teams. Each team is responsible respectively for reporting, putting out fires, and directing evacuation. In addition, we have also incorporated a new section on "Fire Safety Collection" in our monthly TAIPEI 101 News Letter as a way to strengthen the promotion for fire safety management.

  • We ask that each tenant self-defense team to at least participate in the special trainings relating to the duties of their team along with two fire safety training courses each year. In 2016, TAIPEI 101 held two full scale fire drills, with contents covering simulations of specific situations, test activation of relevant equipment, hands-on exercise, emergency evacuation and assembly and so forth for all tenants.

Table of Fire-Related Trainings for Office Tower and Shopping Mall Tenants

Security

TAIPEI 101 has established a sound security system along with professional security personnel to maintain the order and security of all business operations while safeguarding the safety of all personnel at the building.

Security System

TAIPEI 101 Tower and Mall are equipped with a total of 854 units of 200 megapixel CCTV cameras to monitor personnel access in the major public areas, vertical lines of motion and key areas. In order to prevent the loss of personal information, all data browsing and queries are subjected to strict control and stringent audits so as to maintain internal and external security management.

The office tower is equipped with access control system at the main entrance, inside the elevators and restricted areas. Only tenants with valid ID cards can enter the lift lobby. Visitors may contact tenants directly through the Kiosk System in the lobby to obtain their visitor access card. On a weekly basis, we also perform anti-pinhole detection on all public restrooms and breast feeding room in the shopping mall. Any detection will be reported and resolved immediately to protect our customers' privacy. In 2016, no security related incidents occurred at the office tower and shopping mall.

Security Personnel

In 2016, TAIPEI 101 hired a total of 98 outside professional security personnel to maintain the order of the building's operations, security and safety in the shopping mall, observatory and office tower. We established daily patrol schedules and specified the hours of access restriction and curfew with logs of security incidents recorded for quantitative statistics. In addition, we have also organized monthly security training for our security personnel to improve their proficiency in fire prevention, theft prevention, and search for explosives along with quarterly AED training. Once every three years, our security personnel are also required to go through CPR training to ensure that they will have the capacity to maintain building security and respond to accidents at all times.


Security Personnel

In 2016, TAIPEI 101 hired a total of 98 outside professional security personnel to maintain the order of the building's operations, security and safety in the shopping mall, observatory and office tower. We established daily patrol schedules and specified the hours of access restriction and curfew with logs of security incidents recorded for quantitative statistics. In addition, we have also organized monthly security training for our security personnel to improve their proficiency in fire prevention, theft prevention, and search for explosives along with quarterly AED training.

Once every three years, our security personnel are also required to go through CPR training to ensure that they will have the capacity to maintain building security and respond to accidents at all times.

  • G4-PR8 (Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data)

Promotion of Personal Information Security Plan

In an era where the reach of the internet knows no bounds, more and more users have gotten into the habit of entering their personal information on various software and hardware devices, thereby increasing their risks of personal information exposure. In 2016, in order to reduce the risks of personal information exposure for TAIPEI 101 employees and customers, we have launched a number of personal information security fortification plans in an effort to protect personal information in our possession. The following section will cover the entirety of the plan and its implementation.

Development of personal information control software for mobile phones
  • With the launch of the MobilIron security management operating system, it enables us to provide secured corporate email access

  • We held two sessions (2 hour per session) of system operations training for 30 representatives from each department

  • We revised our "IT System Security Control and Management Procedure", which makes it compulsory for users to install our "Corporate Mobile Management Software" for all mobile devices used to process official affairs

Software control plan
  • We have completed a company-wide software inventory and established a list of safe (software white list) software and another list of software with potential security threats based on the result of the inventory

  • We have conducted an investigation to find out if the removal of software with safety concerns (i.e. not on the white list) would affect existing tasks performed by employees and found that a portion of our staff would be unable to carry out their tasks if the software in question were to be removed. As such, we are currently looking for alternative solutions

  • We estimate that all software with potential safety concerns will be removed by 2017 and that we will be able to obtain approval from the Personal Information Supervisory Committee to control cloud storage access and use of relevant communication software

Shopping Mall APP vulner ability scan

We have revised our management procedure in 2016 and made it compulsory to implement APP vulnerability scan on a yearly basis for newly launched APP and updated APP. In 2016, we have completed the vulnerability scan for the TAIPEI 101 MALL APP in an effort to strengthen personal information protection. In 2017, we are scheduled to perform vulnerability scan for the APP's e-voucher function.

Dynamic scan for personal information

Personal information scan and relevant items for improvement are conducted once every six months. A total of 888 personal information incidents have been scanned for this year – equivalent to an improvement of 34% compared to the previous year (1349 incidents). We will continue to strengthen the evaluation system for personal information incident supervisor and improve upon our personal information protection training to heighten our employees' awareness for personal information protection.

Flow of Data Collection


Expanding the Scope of BS10012 International Management Standard for Personal Information Security

In recent years, the general public has demonstrated a significantly higher awareness for the protection of personal information. In order to provide better services to customers and prevent their personal information from leakage or unauthorized use, TAIPEI 101 has taken the initiative ahead of our competitors to become accredited to the BS10012 International Management Standard for Personal Information and become the first boutique departmental store to receive the accreditation last year.

In 2016, we have continued to improve upon this area by incorporating premises such as the observatory under the scope of the certification to ensure that the personal information of close to 3 million visitors at TAIPEI 101 each year. has also set a goal to have the entire company be accredited to the BS10012 certification in 2017 so that we are not only compliant with domestic regulations but also committed to improving our information security management system to match international standards.



In 2016, we have expanded the scope of BS10012 accreditation to cover the Shopping Mall and Observatory.

Educational Training

In order to ensure that all our employees fully comply with the regulations prescribed in "Personal Information Protection Act" and "Personal Information Management Procedure", we have organized promotional training for personal information awareness in order to help employees gain better grasp on the basic concepts of personal information and its significance. In 2016, the Legal Affairs Office held a total of four personal information security training, with two 1.5-hour trainings on general employee personal information protection and promotion for employees involved in the personal information verification department. A total of 81 participants took part in the training, which was designed to help participants become more familiar with issues pertaining to personal information protection. In addition, we also organized a personal information protection awareness promotion training for relevant department supervisor. The training lasted 2 hours and was attended by 20 participants. Towards the end of the year, we also held the 1-hour 2016 personal information security incident and case study retrospective training. The training was mandatory for all responsible personnel for personal information security at each nit, with a total of 25 participants.

Information Security Equipment Investment

For 2016, TAIPEI 101 maintained its infor-mation security equipment and invested in the construction of an information security management system, with a total investment of approximately NT$ 3.83 million.

4.2 Product Safety

Stakeholders

4.2.1 Food Safety

As far as TAIPEI 101 is concerned, the products we offer and the public environment under our management have the most direct impact we have on the consumers. It is only by having outstanding products and an environment that is safe and sanitary that we will be able to create a comfortable and secured living space that would facilitate delightful shopping/working experience. And as such, we have established stringent management regulations on emergency first-aid, infectious diseases and public health within the building while striving to create a comfortable and safe environment at the office tower and shopping mall for tenants, customers and our employees. Not only that, TAIPEI 101 has also implemented strict requirements for tenants to offer only safe and sanitary food by implementing a four-step inspection mechanism for the sake of our customers.

Food Safety Regulations

The Company has established "Shopping Mall Management Rules" and "Shopping Mall F&B Tenant Management Rules" as guidelines for tenants to conduct periodic inspections on aspects such as employee personal hygiene, store cleanliness, expiry date of food products and status and so forth. Vendors violating these regulations will be subjected to fines. In addition, we have also established the enforcement rules for tenant food inspection and relevant penalties as food safety terms in the "Shopping Mall F&B Tenant Management Rules". Through its implementation we shall maintain TAIPEI 101's reputation and safeguard consumers' rights.

Contents of Regulation

Four-Step Inspection Mechanism

We are aware that a stringent mechanism of internal control would be an integral component for the protection of customers’ health and safety. Here at TAIPEI 101, our internal inspection control can be broken down into the four following steps:

Autonomous Management by Tenants

Daily Inspection

Random Inspection

And Full Audit by the Auditing Department

Autonomous Management by Tenants

Self-Inspection Form shall be completed by the tenants on a daily basis after performing an independent inspection during closing hours. Mall Property Management staff will inspect the premises during closing hours and collect the forms on a monthly basis. In addition, stores will be required to take part in spring cleanings (once per month between May through August, once every two months from September through April) and be subjected to routine inspections.

Daily Inspection

Mall Property Management Department carries out cyclic inspection of shops on a daily basis during closing hours and any flaws discovered would be reported to the Mall Property Management Department.

Random Inspection and Full Audit by the Auditing Department

TAIPEI 101 conducts thorough on-site audits for the high-risk vendors at the food court and other restaurants. For other aspects such as tenant employees, containers, utensils, equipment, raw material storage and store environment, we inspect these criteria visually and should any incidence of hazard on customer/employee health be found, we would ask for immediate rectification or for the product in question to be taken off the shelves immediately. For the management of food storage for supermarkets and food court tenants, we have also established stricter standards for sanitation and tidiness inspection, including temperature monitoring for refrigerators and freezers, abnormal temperature, thawing and food that have been affected this way must be declared for disposal.

  • G4-PR1 (Percentage of significant product and service categories for which health and safety impacts are assessed for improvement)
  • G4-PR2 (Total number of incidents of non-compliance with regulations and voluntary codes concerning the health and safety impacts of products and services during their lifecycles, by types of outcomes)

4.2.2 Public Health

Stakeholders

As public venues, the lobby of TAIPEI 101 Tower, Mall and Observatory are often crowded with visitors. In order to reduce the incidence of emergencies and contagion of infectious diseases due to the huge volume of visitors at TAIPEI 101, we have installed first-aid equipment for the protection of everyone's health and well-being. Not only that, we have also established smooth first-aid procedures and infectious disease response procedures to minimize the potential health hazards.

Emergency Patients

In order to ensure appropriate handling of accident, the Company has established relevant first-aid equipment and comprehensive procedures for emergency medical treatment.

Emergency Medical Equipment

We installed Automatic External Defibrillators (AED) on specific floors on the premise. There are a total of 16 AED units in TAIPEI 101 Tower, Mall and Observatory. All of our staffs, including security personnel, have received cardiopulmonary resuscitation (CPR) and AED training. In 2016, we held a total of 4 eight-hour long AED and CPR trainings for a total of 87 employees; as for the building security staff, a total of 10 personnel took part in 8 hours of AED and CPR trainings. We held 10 trainings for shopping mall security staff, with each session lasting for 0.5 hours, attended by 39 employees in each session. We also had 10 security employees completing the required CPR + AED training to receive their certificate from the Red Cross Society.

In 2016, we held 4 8-hour CPR + AED trainings, with 10 security personnel receiving their CPR + AED certificate from the Red Cross Society.
AED Installation Locations
Emergency Medical Treatment Mechanism

TAIPEI 101 works closely with the nearby Taipei Medical University Hospital to provide medical emergency treatment. When an accident occurs, the Company will inform the hospital to dispatch an ambulance to TAIPEI 101 while sending our qualified first aid personnel to provide assistance. We would also transport the patient using the emergency elevator and have a dedicated staff to direct the ambulance and the medical team on site to administer first aid. The number of emergency related cases that occurred in 2016 is shown in the table below and all incidents have been appropriately handled.


2016 Emergency Related Cases and Counts
Flow of Emergency Response System
1

Emergency rescue personnel receive alert notification

2

Emergency response personnel arrive on site with relevant gears and equipment

3

Inquire and determine the symptoms of ailment for the injured/patient and identify potential causes for their discomfort

4

Determine the choice for how the situation should be handled:
1. Cases of major injuries/loss of consciousness require the administration of relevant first aid before the injured/patient is sent to the nearest medical institution.
2. Offer suitable suggestions and check with the injured/patient for their preferred treatment.
3. Offer assistance to alleviate discomfort/pain of the party involved.
4. With the exception of minor injuries/symptoms and people who are clearly conscious and stable enough to respond to questions and move about on their own without assistance, all other cases of injuries/illnesses shall be reported by dialing 119.
5. Others.

Response to Infectious Diseases Impact

Since TAIPEI 101 Mall is an enclosed environment, in order to effectively prevent the outbreak, infection and spread of contagious diseases, we have been posting real-time disease prevention announcements within the organization to promote relevant disease prevention knowledge and tips for influenza, dengue fever, avian flu and so forth.

For the prevention and response to infectious disease, we have established our "Emerging Infectious Disease Prevention and \Response Procedure" as a reference for our implementation of relevant disease prevention and response operations to ensure the health of everyone at TAIPEI 101. Each Wednesday, we would convene a Security Office Coordination Meeting in accordance with "Emerging Infectious Disease Prevention and Response Procedure" to carry out phase 1 of our disease prevention measure. Through the placement of disease prevention poster, issuing email messages and travel health and disease alert information and so forth. In addition, for each disease, we would strengthen our routine cleaning and disinfection (i.e. disinfecting all buttons in elevator lobbies and elevator cars/escalator handrail/doors to various passages and corridors inside the building once every two hours). On top of such general measures, we also respond to different diseases in the corresponding ways:

4.2.3 Comfortable and Secured Environment

Stakeholders

We are committed to monitor the quality of TAIPEI 101's environment with due diligence while offering thoughtful services and improving the inclusiveness of our services in order to help all visitors at feel right at home at TAIPEI 101.

Environment Quality Maintenance

Air Quality

Designed as an enclosed indoor space, the quality of indoor environment is directly related to the health and well-being of the building occupants. Presently, we have installed carbon dioxide detectors in all the return air duct of the air-conditioning system in order to monitor carbon dioxide concentration in real time while filtering fresh air from outside and directing it to the desired area at any time in order to maintain indoor air quality. At the same time in order to ensure that customers at the shopping mall can enjoy a healthy and comfortable environment, we have actively promoted indoor air quality self-management and implemented our indoor air quality maintenance and management plan. Each quarter, we carry out routine internal inspections and commission a third party to perform an inspection once every two years to ensure that indoor air quality at the mall is compliant with pertinent standards. The inspection is conducted by taking samples of carbon monoxide, carbon dioxide and formaldehyde at different locations on premise; if the particles are equal or smaller than 1 μm (PM10), the results would suggest that the indoor air quality is compliant with the requirement. TAIPEI 101 has received the “Indoor Air Quality Management Available on Premise” certification from the Department of Environmental Protection.
At the same time, we have also increased the indoor green area at TAIPEI 101 by completing the greening of the urban square on the 4F of the shopping mall in 2016 in the hopes of further purifying the indoor air quality, thereby offering a more comfortable shopping experience for our customers.

In 2016, TAIPEI 101 received the "Indoor Air Quality Management Available on Premise " certification from the City's Department of Environmental Protection to acknowledge our active effort in maintaining a healthy and comfortable indoor environment.
Noise Interference

Considering the potential risks to health and safety caused by noise and other forms of pollution generated during renovations by tenants, we have established the "Green Fitout Guide", which stipulates that tenants are required to prevent noise pollutions in their planning and execution of renovations. The guide covers the following aspects:

  • Equipment noise control Installation of temporary noise barriers
  • Installation of noise isolation facilities
  • Installation of soundproofing equipment
  • Equipment noise mitigation
  • Installation of temporary noise barriers
  • Noise control management
  • Advise for improvement
  • Fine and work suspension penalties

Public Area Cleanliness

Each year, TAIPEI 101 hosts 48 sessions of half-hour training on cleaning and sanitation for the cleaning staff at the office tower. The trainings cover cleaning procedures, cleaning equipment use and maintenance, use of cleaning agents, labor safety and health and so forth in order to keep public areas at the office tower tidy and clean.

Food Court

To ensure that customers at TAIPEI 101 Mall are always in a pleasant mood while they are shopping, we have been raising the bar on the cleanliness and service of the public areas year after year. Currently, the food court is handled by a 19-personnel cleaning staff, who are responsible for collecting trays and utensils used by patrons after they have finished their meals and transporting them to the tray collection counters for sorting before they are washed in the dishwashing room. In 2016, the cleaning staff grew by three employees compared to 2015. In addition, given that the nine existing collection counters are sufficient to accommodate the volume of used trays and utensils, we have not set up any additional counters in 2016.

Restrooms

We also take the cleanliness of the restrooms very seriously. Restrooms are routinely checked and cleaned by our cleaning staff on a 30-minute basis (on average) and we have been improving the service quality of our cleaning staff and replenishing toiletries such as toilet paper and liquid soap more frequently in order to keep our restrooms clean.

Friendly Customer Services

We understand our customers' needs and feelings, so we provide numerous basic services, such as shopping guides, foreign language translation, tax refund and so forth in order to offer customized services for each and every customer. Examples of such services include recommendations and introduction to popular tourist attractions for foreign visitors, verifying visitors' travel itineraries and offering customer-friendly items for their convenience. In 2016, we have also renovated the restroom on the 2F and changed it to a gender friendly restroom in the hopes that customers with different gender or physiological identities would no longer be troubled by the issue of restroom use by breaking the binary definition of gender; by making the restroom not gender specific, we enable customers of different gender identities to have free access to restrooms. In addition, in order to provide more customer-friendly services, there are a total of 3 nursing rooms on the 4F of the shopping mall and B1, along with 2 nursing rooms on the 35F of the office tower. On average, the nursing room on the 35F is used by 6 people per day, with each person using the nursing room twice per day. As for the nursing rooms on B1, approximately 15-20 visitors used the nursing rooms on a daily basis, with each visitor using the nursing room once per day. For women who are breastfeeding their infants, having a supportive environment that encourages breastfeeding is crucial. However, in order to truly make a difference, it is essential to have public areas that provide thoughtful hardware and environment, supplemented with a friendly and supportive attitude. The Department of Health launched its "Outstanding Nursing/Breastfeeding Room Certification Program" initiative in 2010 and we hope that through the government's periodic certification system, other institutions and venues would be inspired to champion the spirit of independent management for setting up nursing/breastfeeding rooms.

  • In order to create an inclusive space, we have set up 1 gender-neutral restroom in 2016.

The nursing room on B1 of the shopping mall has also received the "Outstanding Nursing Room Certification" from the Department of Health in 2016; the nursing room on 4F of the shopping mall has received the same certification from the Department of Health previously in 2015. These recognitions offer additional protection for breastfeeding women when they use the facilities, which offer a friendlier environment for breastfeeding for mothers and their babies. In 2016, the shopping mall has received feedbacks from mothers and began to provide complimentary disposable breast pads, breast milk storage bags and napkins in the hopes of offering the most thoughtful services for breastfeeding mothers.

Convenience Items for Customers
  • Mobile battery pack is only compatible with Andr oid system phones and Apple iPhone 5 or higher models
  • The smart b racelet can also be used by senior s
In order to create an inclusive space, we have set up 1 gender-neutral restroom in 2016.

Accessible Space

In order to achieve inclusive services, we have also endeavored to provide accessibility in our visitor services, restaurants, and elevators for customers in need.

Accessible Visitor Services

Visitors in need of guidance or assistance can contact TAIPEI 101's Customer Service Center in advance by phone or request for assistance in person at TAIPEI 101 or use the service buzzer found at various accessible elevators and we will dispatch our staff to provide the required services.

Accessible Restaurants

The Department of Urban Development has been issuing "Friendly Taipei Restaurant" labels to accessible restaurants in Taipei City. Among the many restaurants at our shopping mall, five restaurants (Din Tai Fung, STAY, SWEET TEA, Jean-Paul Hevin and Hunghwa Teppanyaki Steak House) have received the Friendly Taipei Restaurant Label. In addition, other restaurants at the TAIPEI 101 also offer accessible facilities.

Accessible Elevators

All elevator lobbies at TAIPEI 101 Mall (Songzhi Red Elevator, Xinyi Green Elevator, Xinyi Orange Elevator and Songzhi Orange Elevator) are equipped with an accessible elevator that is complete with braille labeling, voice communication system, emergency contact button and handrails intended specifically for visitors with physical disabilities and seniors.

4.3 Occupational Health and Safety

Stakeholders

While striving to protect the safety of our tenants and customers, TAIPEI 101 is equally concerned with the occupational health and safety of its employees and outsourced vendor staffs. A s such, we have established comprehensive management guidelines to minimize the likelihood of occupational injuries to make TAIPEI 101 a safe and secure working environment.

4.3.1 Employee Safety

In an effort to create a healthy and safe working environment while pursuing compliance with pertinent laws and regulations on occupational safety and health, the Company developed its "Health and Safety Codes of Conduct", "Occupational Safety and Health Committee Charter", "Labor Safety and Health Inspection Regulations", "Labor Safety and Health Self Inspection Measures", "Fire Safety Supervision Measures" and so forth in addition to the establishment of our Occupational Safety and Health Committee. The committee is chaired by the President, with one third of the members from employee representatives. The committee convenes a meeting on a quarterly basis to discuss issues relating to safety and health, along with suggestions to the Company on occupational safety and health policies and review of relevant matters.

During the quarterly meeting, the following contents are covered:

  • Performance of occupational safety and health organization, management meeting, education and training, safety promotion and so forth.

  • Status of construction/renovation safety and health supervision.

  • Status of machinery, equipment automatic inspection and usage management.

  • Performance of labor health service personnel operations and information on employee health examination.

  • Presentation of occupational hazard incidents reported to Taipei City Labor Inspection Office as reminders for TAIPEI 101 to take relevant precautions.

Apart from providing a healthy and safe environment for our employees, TAIPEI 101 also offers subsidy for employees to receive health checkups no fewer than once every two years (as stipulated in Articles 11 and 12 of the Labor Safety and Health Act) along with trainings to equip employees with knowledge on environmental sanitation and safety. Pursuant to the Labor Standards Law, the Company also grants injured employees work injury leave with full pay. In 2016, we organized employee OHS training (once every three years) for five batches of participants (231 employees); the OHS training for new employees was attended by 61 employees in five separated batches and we had 3 representatives to take part in the Industry Safety and Health Conference held by the MOEA.

OHS Performance
  • G4-LA5 (Percentage of total workforce represented in formal joint management-worker health and safety committees that help monitor and advise on occupational health and safety measures)

  • G4-LA6 (Type of injury and rates of injury, occupational diseases, lost day rate (LDR), absentee rate (AR) and work-related fatalities, for the total workforce (that is, total employees plus supervised workers, by region and gender)

In addition to physical well-being, TAIPEI 101 has also taken steps to promote the psychological health for employees in their workplace by continuing with the certification of safe premise certification, with routine workplace physical/ psychological health and disease prevention training held once every six months. In 2016, we invited qualified psychologists to host mental health promotion seminar and seminar on eradicating violence in a friendly workplace. Each seminar lasted 3 hour s and a ttracted a total of 118 participants.



  • GRI Injury Rate (IR) = Total number of injuries / Total number of work hours × 200,000* (*: derived from 50 weeks of work per year, 40 hours of work per week per 100 employees)

  • GRI Occupational Disease Rate (ODR) = Total number of occupational disease cases / Total number of work hours × 200,000* (*: derived from 50 weeks of work per year, 40 hours of work per week per 100 employees)

  • GRI Absentee Rate (AR) = Total number of missed days over the period / Total number of workforce days worked for the same period × 25,000* (*: derived from 50 weeks of work per year, 5 days of work per week per 100 employees. The number of missed days is calculated based on absences caused by employees' inability to work (i.e. employees on sick leave) but not including leaves approved in advance, such as study leave or parental leave)

  • GRI Loss Day Rate (LDR) = Total no. of days lost / Total number of workforce days worked for the same period × 25,000* (*: derived from 50 weeks of work per year, 5 days of work per week per 100 employees. The number of lost days is calculated based on the day lost due to employees' inability to work as a result of injuries or occupational disease)

  • Fatalities represent the number of employees who died due to injuries

4.3.2 Outsourced Vendor Safety

Stakeholders

Here at TAIPEI 101, we manage the safety of outsourced security personnel and cleaning staffs through three areas: construction and fit-out, cleaning products and outer wall cleaning.


Construction and Fit-Out

To avoid accidents or fires due to construction work initiated by tenants of the office tower and shopping mall, the Company drafted its "Green Fit-out Guide", which stipulates work safety rules. The contractor is required to abide by related labor safety rules while tenants are required to purchase insurance policies. The policy helps to reduce the loss of property and ensures that the injured receives their due compensation. In addition, we also host labor safety seminars on a quarterly basis for contractors so as to prevent the occurrence of occupational injuries, with contents covering topics such as no tice on construction at the premise, scope of inspection, duration of operation and so forth. In 2016, 6 participants attended the seminar and we had no incidents of injury or fatalities that took place during constructions.


Cleaning Products

We ask all cleaning staff to manage and store cleaning products and chemical agents in their designated areas in order to prevent accidental mis-use. Not only that, all chemical agents are required to have their corresponding safety data sheet (SDS) available so that in the event of accidents, appropriate treatments/actions can be taken immediately. (For information on eco-friendly cleaning products, see Chapter 3.3.2 on "E co-Friendly Products")

  • G4-LA7 (Report whether there are workers who are involved in occupational activities who have a high incidence or high risk or specific diseases)
Outer Wall Cleaning

With regards to the task of outer wall cleaning, TAIPEI 101 has clearly stated in its bidding contract that the contractor is obliged to conduct work safety training for all their employees and supervisors. Should any accidents occur during the operation, the contractor shall be held accountable for all responsibilities.

At the same time, TAIPEI 101's "Outer Wall Cleaning and Maintenance Management Contract" also states that the contractor is required to put up conspicuous warning signs in the perime ter, which should also be enclosed by a rope when the outer wall cleaning is being performed at great height to prevent pedestrians and vehicles from coming near. Not only that, adequate protective measures shall also be taken to prevent spills or damage to others during the cleaning. Lastly, outer wall cleaning personnel must be qualified operators of hoists with training carried out by government-approved organizations and wear related protective gear (helmet, safety boots, harness, e tc.) or setup protective equipment such as safety nets.

Outsourced Vendors' Health and Safety Performance

No incident of occupational hazard for security and cleaning personnel occurred in 2016, with relevant statistics as follows:


Security Staff OHS Performance
Cleaning Staff OHS Performance
  • G4-LA6 (Types of injury and rates of injury, occupational diseases, lost days and absenteeism, and total number of work-related fatalities, by region and gender)


  • GRI Injury Rate (IR) = Total number of injuries / Total number of work hours × 200,000* (*: derived from 50 weeks of work per ye ar, 40 hours of work per week per 100 employees)

  • GRI Occupational Disease Rate (ODR) = Total number of occupational disease cases / Total number of work hours × 200,000* (*: derived from 50 weeks of work per year, 40 hours of work per week per 100 employees)

  • GRI Absentee Rate (AR) = Total number of missed days over the period / Total number of workforce days worked for the same period × 25,000* (*: derived from 50 weeks of work per year, 5 days of work per week per 100 employees. The number of missed days is calculated based on absences caused by employees’ inability to work (i.e. employees on sick leave) but not including le aves approved in adv ance, such as study leave or parental leave)

  • GRI Loss Day Rate (LDR) = Total no. of days lost / Total number of workforce days worked for the same period × 25,000* (*: derived from 50 weeks of work per year, 5 days of work per week per 100 employees. The number of lost days is calculated based on the day lost due to employees’ inability to work as a result of injuries or occupational disease)

  • Fatalities represent the number of employees who died due to injuries