Just want to share my experience for Gold Card ARC Modification.
I recently renewed my passport which resulted in change of passport #. I have also since moved to a new address and joined a new company.
So, I had about 3 things that I wanted to modify in my Gold Card data. I went to the online portal, updated then necessary data and attached relevant documents.
The modification fee was 500NT$. I just got a call today that I will be getting my new ARC within 3 days.
Though I have to add that it this only happened after waiting for over 2 weeks with no response. Apparently there was a technical issue with the website notification system.
They don’t have any enquiry form or contact email. I called the only number listed there, only to be told that I needed to find a “Chinese-speaking” friend. The guy there told me in English that he couldn’t understand anything I was saying. (In fact we had an entire discussion ‘in English’ about the fact that he couldn’t speak English ).
I then called the regular NIA number for foreigners and they do have very good English service but they said they couldn’t help me because Gold Card was a special department. They said my only choice was to call the number on the Gold Card website.
I found email addresses for some of the guys responsible for the Gold Card program in NIA and told them about the technical issues on the website as well as lack of English customer service.
I have to say I was surprised by their quick and positive response. They fixed the website bug in just 1 day and sent me a nice long email in which they promised to make improvements to the website as well as English customer service.
Below are some excerpts from our e-mail exchange :
//// From Me ////
Gold Card website URL choice is quite poor (https://coa.immigration.gov.tw/coa-frontend/four-in-one/entry/main) and nearly impossible to find via any kind of google search. Unless an applicant knows this precise URL, they cannot apply for a Gold Card.
On the website there isn’t any contact form or email address for any kind of inquiry.
Only means of contact is a phone number (+886 (02)2796-7162) but apparently no one there can speak English.
… I wanted to call this afternoon to follow up on my case. I was very surprised when the customer service for Gold Card told me in broken-English that “no one there speaks English” and “he couldn’t understand anything”. He told me that I must find a Chinese speaker to call this number.
For me that’s not a big issue because I live in Taiwan, but I can’t imagine what foreigners living in other countries will do.
The purpose of this (Gold Card) program is to attract top-talent from all over the world but how can this program work efficiently when :
- the website is impossible to find
- there’s no contact email/form, &
- no one can speak English on the “only” phone number provided
/////Follow up from me/////
I have been checking my email every day but I haven’t gotten any notification email from your platform. In fact each time I login I will get an error from your system. I have attached the error screenshot for your reference.
///// Their final response ////
Congratulation to you having attaining the Employment Gold Card, and Thank you for your kind suggestions regarding the optimization of the mechanism of Gold Card system. I hope you do not mind the late reply caused by that I had coordinated the Kaohsiung NIA officer in charge of your case and the IT team engineer in charge of the Gold Card to figure out the feasible approach to resolve the issues.
Referring to your inquiries, following is the information for your kind reference.
Your Gold Card modification case has already been processed by Kaohsiung NIA officer Mr. WU. His contact phone number is xx-xxx-xxxxx. He absolutely is capable in English Communication. Given the information Mr. Wu provided, he has informed you by the online system to request you to submit some other supplemental document in order to proceed to review process. Mr. Wu will actively and positively reach to you by the contact phone number you had registered on the application platform.
The IT team of Gold Card system has been requested to improve the website accessibility by popular search engine as google.
Concerning the contact information, beside the technical service phone number 02-2796-7162, we are earnestly discussing whether to set up the contact information chart showing the specific local NIA service center which applicants choose online or the other better methods. Each local NIA service center is guaranteed to have officers good in English communication.
With regard to English proficiency, we will soon request the IT service team to try to train the service staff to learn basic communication English in the short term, but in the long term we will recruit the new English-fluent speaker to post the vacancy by acquiring more sufficient budget.
I do appreciate your informative and productive comment to us, making Taiwan a better place to attract more talents like you.
I wish you a very healthy life and prosperous career to come.