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2015 Annual Report


Risk Assessment

Management and

Research Outcomes





Laboratory and

Testing Network

Risk Communication

and Consumer



Cooperation and

Cross-Strait Exchange






Policy and








Section 2 Consumer Communication and Advocacy

Current Status

The purpose of consumer communication is to improve consumer understanding of basic risks involved

in food and drugs. Systematic risk communication will help consumers gain an understanding of current

government policies as well as correct food product safety information. TFDA has strengthened public

and media communication and awareness programs on topics related to food safety, correct use of

medical products, and cosmetics management. Diverse communication channels were employed in

order to establish correct knowledge and risk concepts amongst the public.

Policies and Outcomes

1. Diverse Inquiry and Communication Services

(1) To integrate inquiry, petition, and whistle-blowing services, TFDA has established an inquiry service

helpline for (02)2787-8200 with five lines. A total of 41,027 calls were received in 2014, with food-

related issues being the leading category (57.8%).

(2) The senior official email box is another channel of communication. In 2014, the Ministry of Health

and Welfare and other supervisoring agencies transferred a total of 2,808 cases to TFDA. Another

9,383 cases were also received via the TFDA mail box for a total of 12,191 cases.

(3) TFDA also operates a (02) 8170-6008 medical device consultation helpline and (02) 2787-8097

cosmetics inquiry helpline, which received a total of 16,276 and 9,000 inquiries respectively in

2014. TFDA used these inquiries to advance correct consumer knowledge on safe purchases of

medical devices and cosmetics.

(4) To publicize relevant policies, TFDA worked with broadcasting and interviewing programs to create

the 55-episode special report series. The series were broadcast to help provide consumers with

correct information.

2. Advocating Consumer Risk Concepts and Knowledge

(1) In 2014, TFDA held 25

Consumer Protection and Risk Education Seminars

that distribution

channel operators and employees were invited to and offered instructions on proper approaches

to handling disputes and reducing public concerns on food safety.

(2) A total of 1,248 retail personnel participated in these

Consumer Protection and Risk Education


. Attendants also took a pre-seminar and post-seminar assessment. Understanding


fines about misleading advertisements

was rose from 58.1% to 75.2% after the seminar.

Business owner's knowledge of regulations about the

product recall

was rose to 90%. However,

the proportion of course attendants who correctly answered

procedure for mediating consumer

disputes and prevention of food safety issues

were rather low (28.1% and 35.6% respectively),

indicating that these two topics require further learning and understanding.

(3) If there are consumer disputes on food that cannot be successfully mediated, the consumer can

dial the

National Consumer Service Helpline 1950

to report the issue.