Who We Are
Overview of TWC
TWC has long fulfilled the public mission of ensuring stable water supply and plays a critical role in Taiwan’s overall water resources governance framework. It provides tap water services across Taiwan Island, excluding the Taipei Water Department service area, as well as offshore islands including Penghu, Green Island, and Xiaoliuqiu. Through these services, TWC responds to evolving social development and livelihood needs.
TWC’s service coverage and operational sites extend across Taiwan, making it the principal provider of tap water services. In addition to improving operational efficiency and modernising facilities, TWC supports national policy by expanding water access. The Company invests resources in Indigenous areas, remote communities, and areas without tap water, provides preferential measures for offshore islands, schools, and municipal public water use, and supplies firefighting water free of charge to support public welfare and social development.
TWC has long fulfilled the public mission of ensuring stable water supply and plays a critical role in Taiwan’s overall water resources governance framework. It provides tap water services across Taiwan Island, excluding the Taipei Water Department service area, as well as offshore islands including Penghu, Green Island, and Xiaoliuqiu. Through these services, TWC responds to evolving social development and livelihood needs.
TWC’s service coverage and operational sites extend across Taiwan, making it the principal provider of tap water services. In addition to improving operational efficiency and modernising facilities, TWC supports national policy by expanding water access. The Company invests resources in Indigenous areas, remote communities, and areas without tap water, provides preferential measures for offshore islands, schools, and municipal public water use, and supplies firefighting water free of charge to support public welfare and social development.
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Water Source Management
TWC regards diversified water source allocation as the foundation of stable supply. By integrating surface water, groundwater, reservoir water, and desalinated seawater, the Company has established a more flexible water supply system. In line with overall water resources planning, TWC continues to develop diverse sources to respond to uneven rainfall under climate change and rising industrial water demand. These efforts include hyporheic water development, desalination plants on Taiwan Island and offshore islands, and measures to increase supply and backup capacity during high-turbidity and dry-season periods. Through cross-regional backup pipelines and system integration, TWC improves dispatching between areas with surplus and shortage, addressing climate and demand uncertainty.
In addition to its own water sources, TWC has established collaborative mechanisms with the Water Resources Agency, the Irrigation Agency, Taiwan Sugar Corporation, Taiwan Power Company, and the Taipei Water Department. Through regular water source coordination meetings and inter-agency dispatching, TWC works to ensure regional supply stability. Overall water sources are drawn from Taiwan Island and the Penghu area and are managed and dispatched through 141 water supply systems, forming a comprehensive water supply network.
In terms of water source composition, reservoir water has remained the primary source of withdrawal over the past three years, followed by surface water and groundwater, while desalinated seawater serves as a supplementary source in specific areas. The overall withdrawal structure has remained stable, indicating that TWC’s diversified water source strategy has achieved initial results and helps reduce reliance on any single source.
TWC regards diversified water source allocation as the foundation of stable supply. By integrating surface water, groundwater, reservoir water, and desalinated seawater, the Company has established a more flexible water supply system. In line with overall water resources planning, TWC continues to develop diverse sources to respond to uneven rainfall under climate change and rising industrial water demand. These efforts include hyporheic water development, desalination plants on Taiwan Island and offshore islands, and measures to increase supply and backup capacity during high-turbidity and dry-season periods. Through cross-regional backup pipelines and system integration, TWC improves dispatching between areas with surplus and shortage, addressing climate and demand uncertainty.
In addition to its own water sources, TWC has established collaborative mechanisms with the Water Resources Agency, the Irrigation Agency, Taiwan Sugar Corporation, Taiwan Power Company, and the Taipei Water Department. Through regular water source coordination meetings and inter-agency dispatching, TWC works to ensure regional supply stability. Overall water sources are drawn from Taiwan Island and the Penghu area and are managed and dispatched through 141 water supply systems, forming a comprehensive water supply network.
In terms of water source composition, reservoir water has remained the primary source of withdrawal over the past three years, followed by surface water and groundwater, while desalinated seawater serves as a supplementary source in specific areas. The overall withdrawal structure has remained stable, indicating that TWC’s diversified water source strategy has achieved initial results and helps reduce reliance on any single source.
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TWC Operations and Services
TWC’s operations and service system is built around three core dimensions: customer service, service resilience, and information security. For customer relations, TWC serves a broad residential user base while meeting industrial and commercial water demand. Through standardised service procedures and diverse communication mechanisms, the Company ensures service quality and information transparency. For water supply stability, TWC applies outage notification, network dispatching, and emergency response mechanisms to reduce the impact of unexpected incidents on households and industries.
TWC’s operations and service system is built around three core dimensions: customer service, service resilience, and information security. For customer relations, TWC serves a broad residential user base while meeting industrial and commercial water demand. Through standardised service procedures and diverse communication mechanisms, the Company ensures service quality and information transparency. For water supply stability, TWC applies outage notification, network dispatching, and emergency response mechanisms to reduce the impact of unexpected incidents on households and industries.
Customer Relations
TWC’s number of users in 2025 is shown in the table below. Residential users accounted for 97.87% of total users, making them the Company’s primary service group. Although industrial customers represented a smaller share of the customer base, they accounted for nearly 30% of water sales, reflecting TWC’s key role in both public livelihood and economic development.
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Service Resilience
In 2025, TWC’s customer service hotline received 141,469 cases reporting or enquiring about abnormal water supply volume. All cases were immediately forwarded by the system to the responsible units for inspection and repair, and all were closed within three days after registration. Over the past three years, TWC’s average water outage duration has declined year by year, from 23.68 hours in 2023 and 23.46 hours in 2024 to 22.85 hours in 2025, remaining within the target of restoring supply within 24 hours.
In 2025, TWC’s customer service hotline received 141,469 cases reporting or enquiring about abnormal water supply volume. All cases were immediately forwarded by the system to the responsible units for inspection and repair, and all were closed within three days after registration. Over the past three years, TWC’s average water outage duration has declined year by year, from 23.68 hours in 2023 and 23.46 hours in 2024 to 22.85 hours in 2025, remaining within the target of restoring supply within 24 hours.
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Customer Privacy and Information Security
With respect to customer privacy, TWC is committed to complying with relevant government policies, regulations, and legal requirements. In accordance with ISO 27001, the Company tracks risk improvement and preventive actions, ensuring that information assets are properly protected and preventing information security incidents from damaging customers’ information assets.
TWC recognises that information and cybersecurity affect water dispatching, customer service, and data integrity, and may create economic and social risks. In accordance with requirements for designated non-public agencies classified at Information Security Responsibility Level A, TWC has established a comprehensive information security management system. The Company integrates cybersecurity risks into its overall operational management framework and uses system classification, risk assessment, and continuous monitoring to prevent threats, reduce impacts, and maintain stable and reliable water supply services.
With respect to customer privacy, TWC is committed to complying with relevant government policies, regulations, and legal requirements. In accordance with ISO 27001, the Company tracks risk improvement and preventive actions, ensuring that information assets are properly protected and preventing information security incidents from damaging customers’ information assets.
TWC recognises that information and cybersecurity affect water dispatching, customer service, and data integrity, and may create economic and social risks. In accordance with requirements for designated non-public agencies classified at Information Security Responsibility Level A, TWC has established a comprehensive information security management system. The Company integrates cybersecurity risks into its overall operational management framework and uses system classification, risk assessment, and continuous monitoring to prevent threats, reduce impacts, and maintain stable and reliable water supply services.