2015 Annual Report
Section 2 Consumer Communication and Advocacy
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
2. Advocating Consumer Risk Concepts and Knowledge
(1) In 2014, TFDA held 25
Consumer Protection and Risk Education Seminars
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
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
National Consumer Service Helpline 1950
to report the issue.