For registered mails, the inquiries can be made within six months from the day after the date of mailing; However, for EMS, inquiries can be made within four months from the day after the date of mailing.
After these time periods, the post office may refuse to answer any inquiry and is not liable for any claim.

Chunghwa Post’s liability ends when a mail item is delivered to the delivery address or is picked up by the addressee in accordance with relevant postal laws, regulations and Chunghwa Post’s regulations governing its business operations.

A claim may not be initiated if the addressee has not stated that there is any damage when picking up a mail item with a notice or a receipt of any kind.

After an inquiry is made, if a mail is found to be lost, pilfered, damaged, delivered with delay or not delivered in accordance with the handling regulations publicly announced by Chunghwa Post and by law compensation should be made, the post office shall make the indemnity payment according to its receipt for a posted mail or the information on its envelope as soon as possible, which shall be no later than three months from the day after the date of inquiry.
For international mail, in the event that a conclusion cannot be reached three months after the inquiry is made, the sender may make a claim for compensation provided that the sender surrenders a written statement indicating that the compensation shall be returned if it is later determined that there were no grounds for compensation.

The amounts of compensation for entirely lost or pilfered registered mails other than parcels, express mails, value-declared mails and insured mails are as follows:
1.The amount of compensation per domestic registered letter-post item shall be NT$575;
2.For international registered letter-post items, it shall be the equivalent of 30 SDRs (Special Drawing Rights);
3.For international registered M bags, this compensation shall be the equivalent of 150 SDRs.
In the event that a value-declared mail or insured mail is totally or partially lost, pilfered or damaged and compensation should be made, the amount of compensation shall be the total or part of the declared value or insured amount.
Delays of prompt delivery mails and express mails which are attributable to the faults of Chunghwa Post will be compensated as follows:
1.All the fees charged for prompt delivery mails and domestic express mails will be compensated;
2.50% of all the fees charged for EMS mails will be compensated.
100% of all fees charged for registered mails which are not delivered in accordance with the handling regulations publicly announced by Chunghwa Post will be compensated.
The fees mentioned above do not include value-declared fee, insurance fee, payment collection fee and receipt fee.
In the event that the sender waiver the compensation mentioned above in Paragraph 1, 2 and 4 and asks to send a domestic mail of the same type instead, the postage may be waived.

The amount of compensation for a domestic parcel or a domestic express mail which is lost, pilfered or damaged shall be determined as follows:
1. A single piece of which the postage is calculated based on weight:
(1)Those that weigh five kilograms or less shall be compensated at no more than NT$575.
(2)Those that weigh over five kilograms and under ten kilograms shall be compensated at no more than NT$865.
(3)Those that weigh over ten kilograms shall be compensated at no more than NT$1,155.
2. A single piece of which the postage is calculated based on its external dimensions:
(1)Those whose combined length, width and depth do not exceed 60 centimeters shall be compensated at no more than NT$575.
(2)Those whose combined length, width and depth are over 60 centimeters and under 90 centimeters shall be compensated at no more than NT$865.
(3)Those whose combined length, width and depth exceed 90 centimeters shall be compensated at no more than NT$1,155.
For an international parcel or EMS which is lost, pilfered or damaged, the compensation amount shall be the equivalent of 40 SDRs a piece plus 4.5 SDRs for every kilogram of its actual weight.
In the event that the actual value of the totally or partially lost parcel or express mail as mentioned above is less than the indemnity amount set out hereof, the compensation amount shall be paid in accordance with the actual value; the actual value shall be determined in accordance with the market price where and when the mail was sent.

When international registered letter-post items, parcels and insured mail are lost, pilfered or damaged as a result of force majeure and therefore the sender is not qualified for compensation, the sender may apply for a refund of postage and the various fees paid, with the exception of the insurance fee.

In the case that a parcel, express mail, value-declared mail or insured mail is totally lost, stolen or damaged and compensation should be granted, at the time that compensation is made, the postage paid should be refunded as well. However, the insurance fee and value-declared fee should not be refunded.
In the event that a COD mail item is totally lost, stolen or damaged and should be compensated, the COD charge should be refunded as well.

Except in the cases that a mail is delivered with delay or not delivered in accordance with the handling regulations publicly announced by Chunghwa Post, Chunghwa Post shall automatically acquire rights to the mail item from the person (sender, addressee or other) who received the indemnity at the time that an indemnity is paid. These rights are limited to the mail items or portions of mail items for which Chunghwa Post has paid indemnity.

If a mail item is lost, pilfered, damaged, delivered with delay or not delivered in accordance with the handling regulations publicly announced by Chunghwa Post, Chunghwa Post should make compensation in accordance with the Act and these regulations. However, other losses or damages caused by the above-mentioned reasons should not be remedied or compensated.