The Financial Supervisory Commission (FSC) released the Guidelines for Inclusive Digital Financial Services (hereinafter “the Guidelines”) on November 13, 2025, to foster a diverse, fair, inclusive, and accessible digital financial ecosystem. This furthers the FSC’s efforts to provide encouragement and guidance to financial institutions, peripheral institutions, and relevant industry associations (collectively referred to as “digital financial service providers”) to address the needs of various groups and deliver well-designed digital financial services. The objective of the Guidelines is to build public trust and increase willingness to utilize digital financial services.
The Guidelines address three primary areas—providing people-centric digital financial services; promoting fairness and accessibility; and ensuring monitoring, evaluation, and continuous improvement, the FSC said. The regulations outline key considerations for digital financial service providers and offer illustrations to support practical understanding and implementation. Key takeaways are as follows:
1.    Introduction
This section explains the purpose of and basis for the Guidelines and stresses that they serve as administrative guidance, functioning as a reference to encourage and facilitate practical implementation. Digital financial service providers may determine their own implementation approaches based on their business focus, operational scale, service offerings, primary customer groups, user needs, and corporate social responsibility commitments.
2. People-centric digital financial services
The Guidelines recommend that digital financial service providers gain an understanding of users’ diverse needs and preferences and communicate appropriately with stakeholders to design services that are intuitive and easy to use. They should test and refine services prior to launch, ensure that important information is disclosed or communicated before adjustments are made or suspensions imposed, and continually improve employee’s knowledge and response capabilities. In addition, digital financial service providers are encouraged to phase in website accessibility starting with their official websites, while setting a long-term goal of making their entire websites accessible, thereby eliminating difficulties or barriers to use.
3. Promoting fairness and accessibility
Ensure that elder adults, persons with disabilities, and users less familiar with digital finance can access digital financial services that are easy to use, readily understandable, barrier-free, and affordable, while avoiding bias or discrimination in service delivery. The FSC further encourages providers to take a responsible, accountable approach to developing a wide range of innovative financial services that are convenient and increase willingness to use while expanding their service coverage and reducing exclusion.
4. Monitoring, evaluation, and continuous improvement
Providers should take into account user needs and changes in the financial environment, gather feedback from users and stakeholders, keep abreast of innovation trends within the industry, and evaluate the adoption of emerging technologies, tools, or solutions. By engaging in timely reviews and rolling adjustments, providers can optimize users’ experience and convenience, ensuring that service design, flow, and interfaces align with actual needs.
The FSC stressed that the financial industry is built on trust—not only trust in the security of capital, but also in the warmth and attentiveness customers feel when using services. By devoting greater effort to understanding public needs and refining their service details, digital financial service providers will earn greater trust and recognition. According to a recent survey on satisfaction with digital financial services commissioned by the FSC in conjunction with the Taiwan Depository & Clearing Corporation and the Taiwan Academy of Banking and Finance, the public attaches great importance to security, diverse application scenarios, user-friendly interfaces and operations, and fintech innovation. These topics are substantially addressed by the Guidelines and warrant continued attention and action by service providers.
The FSC will continue to work with the financial industry, peripheral institutions, and related ministries and institutions to review and strengthen policy measures on a rolling basis in line with social developments and public demand. The goal is to build a people-centric digital financial environment that balances security and convenience.

Attachment: Guidelines for Inclusive Digital Financial Services (English translation pending)
Contact: Department of Development and Innovation
Tel: 886-2-8968-0086
Please send your inquiry to: FSCmail (https://fscmail.fsc.gov.tw)