Summary of publicity work on consumer rights protection in banking industry

Inadvertently, the work has come to an end. Looking back on this period, what achievements are worth sharing? This also means that it is time to start writing a work summary again. But I found that I didn’t know what to write. The following is a summary of the consumer rights protection publicity work in the banking industry that I carefully compiled for your reference. I hope it can help friends in need. Summary of publicity work on consumer rights protection in the banking industry Part 1

In order to protect the legitimate rights and interests of financial consumers and maintain social and economic order, Hua Xia Bank Ji'an Branch, as a service economic entity, has actively adopted a number of measures to carry out in-depth research on financial consumers. Rights protection work, and strive to become a propagandist and practitioner of consumer rights protection work.

Hua Xia Bank Ji’an Branch carried out multi-level and multi-angle publicity and popularization activities.

First, give full play to the publicity role of the hall's "Public Education Service Area", use the waiting time of customers to handle business, focus on daily management and guidance of operations by outlet hall personnel, and place folding pages and display boards in eye-catching locations in the hall. The LED display screen scrolls the campaign slogans, broadcasts educational videos and other methods to carry out hall propaganda activities to create a good event atmosphere, let consumers understand various important rights and interests, and improve their risk identification capabilities.

The second is to actively carry out various theme activities.

The Business Department of Hua Xia Bank Ji'an Branch jointly organized the "Financial Knowledge to Ten Thousand Families" event with Taipingqiao Community. Our bank employees explained how to prevent financial fraud, national debts, wealth management products and other knowledge to the elderly in the community. Through the activities, the elderly's awareness and understanding of banking and financial knowledge have been effectively deepened, and their financial risk cognition, financial security awareness, and fraud prevention abilities have been improved.

Hua Xia Bank Jizhou Branch and Hua Xia Baby-Friendly Early Childhood Education Center held a "Little Banker" activity at the branch. 24 groups of families were present. During the activity, the anti-counterfeiting of the new version of RMB was introduced to everyone through a question and answer session with prizes. knowledge and financial management knowledge, and organized a money counting competition for all the children present. The atmosphere of the event was lively and the participation rate was high. This publicity campaign starts with children and guides them to establish correct concepts of consumption and financial management from an early age. Summary of the publicity work on consumer rights protection in the banking industry Part 2

In order to effectively strengthen the protection of consumer rights and enhance consumers’ awareness of the law, learn the law, use it, and protect their rights, according to the China Banking Association’s "About Carrying out the 2013 "Notice of the annual "Publicization of Financial Knowledge" campaign" unified arrangements, and the Bank of Shanghai took the lead in organizing the "Consumer Rights Protection Publicity and Service Month" activity. The relevant situation is now reported as follows:

1. Organizational Arrangements

In order to ensure the smooth implementation of this "Consumer Rights Protection Publicity and Service Month" publicity activity, the Bank of Shanghai has appointed the Legal and Compliance Department Responsible for taking the lead in the bank's unified deployment, organization and coordination of publicity activities, issuing the "Notice on Carrying out Special Publicity Activities for Consumer Rights Protection Publicity Service Month", requiring legal compliance personnel of all relevant units to implement specific activity plans, and responsible for Focus on promoting, tracking and summarizing the promotion day and overall activity status.

2. Overall situation of the activity

(1) Participation status

In June, all regional branches of the bank responded actively, mobilized all staff, and organized carefully and carried out this activity. According to statistics, more than 200 branches across the bank participated in this event, and a total of more than 200 activities of different forms and scales were carried out. More than 100,000 copies of various promotional materials were distributed. The number of participating employees was about 1,000, and the audience customer base Reached 100,000 visitors. The activities of the month are mainly divided into the centralized publicity day on June 1 and publicity activities during the service month. The activities mainly include setting up stalls in core areas on the centralized publicity day, publicizing the bank's outlets, publicizing in communities, using multimedia channels to carry out financial knowledge publicity, and headquarter and branch offices. Linkage, legal popularization activities within the industry, etc.

On the centralized publicity day, from 9:30 am to 16:30 pm, more than 30 outlets across the bank participated in the centralized publicity day activities, among which: in principle, all business units in Shanghai are in the administrative areas under their jurisdiction Select at least one outlet located in a major core area or a densely populated area or set up a publicity stand in the outdoor area of ??the outlet to carry out stall promotion activities to ensure the coverage and publicity effect of the event. The publicity points not only cover the bustling People's Square in the urban area, Nanjing West Road Jing'an Temple Business District, Xujiahui Business District, Sichuan North Road, etc., and covers Chongming, Jinshan, Fengxian, Qingpu and other suburban counties; participating branches in various regions will at least cover the city where the branch is located.

On the day of the event, *** received more than 6,000 customers and distributed more than 5,000 copies of various materials. The publicity content involved included consumer rights protection, publicity of our bank’s various complaint channels and handling procedures, and introduction of bank service charges. Price standards, etc., have been affirmed by customers.

(2) Promotion of setting up stalls in core areas

On June 6, 2013, Jianzhong Sub-branch under the jurisdiction of Huangpu Sub-branch launched a promotion on consumer rights protection at the Dajing Road wet market As a special monthly activity, branch employees set up stalls at the entrance of the wet market to distribute consumer protection promotional materials to customers. During the promotion process, a customer asked about the content of the SMS charging service. After understanding, it was discovered that this customer had received a short message about the entertainment SMS reservation service. Because he did not cancel the service in time on the spot, a certain monthly fee would be deducted afterwards. . Branch employees explained to customers that Articles 8 and 9 of the Consumer Rights Protection Law stipulate that consumers have the right to know the true situation of the goods they purchase and use or the services they receive, and the right to choose goods or services independently. The customer has the right to know how to subscribe for the entertainment SMS subscription service, and also has the right to choose whether to accept or reject the service. This shows that the company has violated the customer's right to know and the right to make independent choices. Customers praised the professionalism of branch staff.

In accordance with the activity requirements of the head office, the Qingjiang Road Sub-branch of Chengdu Branch organized personnel (8 people) to go to the Shiren South Road Plaza on June 1, the day of the centralized publicity day, to carry out a centralized publicity activity on "Consumer Rights Protection" , by setting up a publicity consultation desk, publicizing our bank's complaint channels and handling procedures to customers, standardizing and publicizing bank service charging price standards, and combining it with the requirements of the "Financial Knowledge Journey" activity to illegally raise funds and other related financial knowledge from the community, and effectively improve financial knowledge. Consumer awareness of self-protection. With the strong support of Wulin Street and relevant units in Xiacheng District, the Hangzhou level selected the publicity time and location according to the key publicity groups, and set up a publicity point at the entrance of the Lu You Memorial Hall, No. 98 Haier Lane, Xiacheng District, according to the appointment time. The Yuhang Sub-branch set up a publicity stand at the entrance of Linping Zhongshan Vegetable Market, which is crowded with people, and also conducted stall promotion activities. The Huaihai Sub-branch under the jurisdiction of the Municipal Management Headquarters will set up a publicity stand in the crowded area of ??the lobby on the first floor of the Aimeigao Building from 8:30 on June 1, and two employees will set up a booth to promote "Consumer Rights on a Thousand Miles of Popularizing Financial Knowledge" Protection Publicity Service Month” activity.

(3) Outlet promotion

Each unit sets up a publicity information desk at the entrance of the outlet and distributes the "Popular Financial Journey" brochure to customers, which mainly involves promoting our bank's various channels for complaints. and processing procedures, during the sales process, fully remind customers of product features, precautions and risk points, standardize and publicize bank service charging price standards, etc.

1. Promote our bank’s complaint channels. Many business units have found in their interactions with customers that many consumers, especially the elderly, have encountered cases where their financial consumption rights have been violated and they have no way to complain. They either have a big fight with the bank staff, call the media directly to expose it, or call 12315. Apart from this, they have almost no other rights remedies. Staff from each business unit reviewed and introduced several ways to protect their rights to customers: first, complain to financial institutions and seek solutions; second, complain to the Consumer Protection Committee or the Industrial and Commercial Administration Department; third, file a complaint with the Banking Regulatory Commission, Complaints to regulatory authorities such as the Insurance Regulatory Commission and Securities Regulatory Commission; fourth, in areas where the People's Bank of China pilots the protection of financial consumer rights and interests, complaints can also be made to the financial consumer rights and interests protection agencies established by the local People's Bank of China; fifth, lawsuits are filed in court or in accordance with contract agreements Initiate arbitration. In addition, the staff also introduced our bank's work process for handling complaints.

Customers are also reminded that no matter which way disputes are resolved, relevant evidence and documents play an important role in safeguarding legitimate rights and interests, so they should pay attention to preserving relevant documents during transactions.

2. Fully remind customers of product features, precautions and risks during the sales process.

Each publicity outlet made full use of the opportunity of this centralized publicity day. When promoting various products of our bank, they paid more attention to the disclosure of product characteristics, precautions and risks, especially when selling our bank’s financial management products. When purchasing products, the staff introduced the risks and benefits of financial products in detail, clearly informed our bank of the prevention and control measures for such risks, and through risk assessment of customers, recommended the most appropriate products based on the risk tolerance of different customers. to customers. When selling online banking products, customers are fully informed of how to use online banking and safety precautions, including full reminders on the use of USB shields, password protection, etc.

3. Clarify our bank’s service charging standards. During the publicity activities, each business unit displayed our bank's latest charging standards in the main areas of the business outlets. In the process of accepting customer consultations, we fully disclosed to customers that our bank's charges are based on the principles of legal compliance, unified pricing, classified management, consistent quality and price, openness and transparency, and reduction of fees and profits. Our bank's service charge management must comply with the laws, regulations and institutional provisions of the pricing authorities, banking regulatory agencies and the People's Bank of China. Our bank formulates service charges and price lists in a unified manner, and each branch does not have the right to formulate and adjust various factors such as the names of charge items on its own. All charging services of our bank are "clearly priced" to protect financial consumers' rights to know, make independent choices, fair transactions and supervise services, so that customers can clearly understand the service content, methods, functions, effects, and corresponding services. Charging standards ensure that customers are fully informed and can make their own choices. In addition, we also implement service discounts and fee reductions for specific targets, clearly define the scope of preferential targets for related services in the fields of small and micro enterprises, disadvantaged groups, social welfare and other fields, announce preferential policies, preferential methods and specific preferential amounts, and effectively reflect the need to support small and micro enterprises. Weak business ethics.

(4) Community publicity

On June 26, it was raining lightly, but the rain did not stop the Longming Road Branch from carrying out community publicity. In the community property conference room, branch staff convened some resident representatives to conduct publicity activities. Typical cases and regulations on the protection of financial consumers’ rights and interests were printed on colored promotional paper, and distributed to customers together with other promotional leaflets issued by the head office, and were promoted.

Chunshen Road Sub-branch came to Chunshen Jincheng Booshiwa Plaza to organize and carry out the theme activity of "Protect RMB and Anti-Counterfeit RMB" to enhance consumers' self-protection awareness from the perspective of anti-counterfeiting. The activity enabled more people to master the knowledge of identifying authentic and counterfeit RMB, helped the people understand the basic common sense of anti-counterfeit currency and the dangers of counterfeit currency, enhanced the people's self-protection ability and ability to identify counterfeit currency, and improved the people's anti-counterfeit currency ability. , and received enthusiastic response and unanimous praise from the masses, thereby enhancing the social image of our branch and achieving good publicity effects.

Qingpu Branch set up publicity stations in various communities within its jurisdiction to promote financial knowledge. During this period, a resident reported that he had started learning to use computers after retiring at home, and under the guidance of his son and daughter, he understood the advantages of fast and convenient online banking. I want to open online banking for online shopping. In this regard, our bank's publicity staff focused on introducing our bank's electronic banking business, which not only allows online shopping, but also provides SMS services, account inquiries, loan inquiries, transfers and remittances and other functions. The brochure "Bank of Shanghai 2013 Travel to Popularize Financial Knowledge" was also distributed so that residents can learn more about bank financial services. A community resident, Mr. Wang, complained that my outlet was closed on Sundays and he had to go to the branch business department to use money temporarily, which made it difficult for him to move. The staff told Mr. Wang that he could use the self-service equipment to withdraw money during the branch's closed hours, and made an appointment to go to any employee at the Chengxi branch on working days to help him use self-service deposits and withdrawals.

Pudong Branch arranged for the branch business department and Chuansha Sub-branch to go into the community to carry out consumer rights protection publicity activities during June. At the same time, Lingang Sub-branch and Pusan ??Road Sub-branch also actively responded to the call, respectively on June 22 , went into the community to carry out publicity activities on June 27.

The main promotional content is: implementing this month’s promotional theme, promoting knowledge about consumer rights, informing the public about preventing telecommunications fraud, illegal fund-raising, anti-counterfeiting and other financial knowledge, and popularizing bank cards, credit cards, financial services, online banking and electronic banking to customers. Services, self-service channels, 95594 new customer service hotline and other banking knowledge, as well as in-depth promotion and explanation of our bank’s special financial products, and real-time answers to residents’ questions, which has been well received by community residents.

In early June, the Changle Road Sub-branch formed a team of branch managers, account managers and Gaogui employees to promote financial knowledge, enhance consumer awareness of rights protection, and establish and strengthen the professional ethics of employees with the theme of consumer protection. With the theme of consumer protection awareness and reducing financial disputes, we bring high-quality services into the community. The stalls for this event were arranged inside Jing'an Park, and in conjunction with the Jing'an District Consumer Protection Committee, stalls were set up with the district's electricity, gas, public security, technical defense and other departments to promote protection knowledge to community residents. . Changle Road Sub-branch has prepared sufficient promotional materials to popularize financial knowledge, including Wanli Bank related materials, including prevention of telecommunications fraud, and promotional leaflets for banking products such as electronic banking, credit cards, pension services, and wealth management products.

Fengxian Huancheng East Road Branch held a special lecture at Fengpu Jiuhuayuan Neighborhood Committee, Nanqiao Town, which not only enhanced financial consumers’ awareness of rights protection, improved the service quality of our bank employees, but also improved Our bank is famous.

(5) Use multi-media publicity channels to carry out financial knowledge promotion

More than 200 outlets and more than 300 outdoor electronic displays across the bank scrolled to display the slogan of this event: "Bank of Shanghai' The campaign to popularize financial knowledge is in full swing!", forming a beautiful landscape.

(6) Linkage between the head office and branches

On the day of the event on June 1, the legal and compliance department of the head office assigned six employees to go to the Shibei Management Headquarters, the City Central Management Headquarters, and the Shanghai Municipal Management Headquarters respectively. The Shinan Management Headquarters, the Head Office Sales Department, and the five branches under the Pudong Branch provided special guidance. To this end, the Legal and Compliance Department of the Head Office has specially produced a collection of interpretations of "financial consumers' rights and interests" and related laws and regulations, legal questions and answers on the protection of financial consumers' rights and interests, typical cases of financial consumers' rights and interests protection, and "financial consumers' rights and interests protection slogans" and other publicity materials, and on-site legal education conducted by dispatched personnel from a professional perspective, which has received good response from customers.

(7) In-bank legal popularization training

In accordance with the arrangements of the Head Office’s Legal and Compliance Department, each business unit took this opportunity to carry out a number of in-bank legal popularization training activities. For example, Hangzhou Branch carried out in the past At the same time as the training work, more emphasis was placed on the training of promotional materials on combating illegal fund-raising and consumer rights protection this month. The branch focused on strengthening the protection of consumer rights this month through electronic document systems, emails, daily monthly work training and learning, etc. Wait for training and study of relevant information.

3. Short stories and typical cases that emerged during the event

Case 1:

At 7:30 pm on June 3, 2013, employees of Baoan Branch Holding two large pots filled with sugar water, they delivered them to the open-air viewing square. While distributing sugar water to the masses, bank staff also popularized laws and regulations related to the protection of financial consumer rights, as well as banking business knowledge such as bank cards and financial services to customers. They focused on promoting the bank's "E-Elf" and "Kumquat Loans", and Answer consumer inquiries carefully. Through the "sugar water" activity, it not only enhanced the public's awareness of the knowledge of financial consumer rights protection, but also enhanced the relationship between the branch and the surrounding people, publicized various services of Bank of Shanghai, and served old customers and expanded new customers in the future. The foundation was laid.

Case 2:

Mr. Zheng was applying for mobile banking services at the cash counter of Junhui Branch. While waiting for the business to be processed, he reviewed the consumer rights protection information on the counter. After reading, the lobby manager had in-depth communication with him. Through explanations and exchanges, Mr. Zheng gained a deeper understanding of the "supervision power" item in the promotional materials. This counter promotion played a good role.

Case 3:

When the customer Mr. Liu passed by the gate of the Science and Technology Park Branch, he came specifically to learn about the relevant benefits of Huitong Card and the recent gold trend. The branch staff proactively and patiently provided him with explanation and service, and also introduced our bank's gold (T+D) business, and reminded Mr. Liu of the risk points that need to be paid attention to in recent investment in gold business. Avoid blind investment and follow the trend of buying and selling. You should consult professionals and understand the market trends before doing so. You can invest carefully. In addition, Mr. Liu also consulted on credit card business and precautions when using the card. Our bank will continue to follow up on customers and provide good service in the future.

Case 4:

The lobby manager of Nanjing Branch told a real case that happened during the event: "I remember one day during the event, a customer said to me as soon as he entered the lobby: 'Little girl, what do you mean by popularizing financial knowledge on your screen?' I said, 'I can tell you how to protect your financial consumption rights, and I can also tell you some financial knowledge.' The customer immediately pulled up after hearing this. He opened the chair and said to me: 'Then please explain it to me, I don't know much about this!' So I took our brochure and showed it to him. When he saw something he didn't understand, he would ask me, I would answer him slowly, and he listened patiently. When he left our branch, he thanked me very much. At that time, I felt that as a practitioner, we should establish an awareness of protecting the rights and interests of consumers and provide customers with real High-quality service. ”

4. Evaluation of activity effects

Through the centralized publicity day activities, the communication and trust between our bank and customers were further strengthened. Shibei Management Headquarters and Shinan Management The branches under the jurisdiction of the headquarters, Nanjing Branch and other business units also used this event to combine consumer rights protection with product marketing, and based on the concept of "marketing emphasizes compliance, compliance promotes marketing" to actively explore potential customers and recommend our bank financial products. Summary of the publicity work on consumer rights protection in the banking industry Part 3

In order to protect the legitimate rights and interests of financial consumers, promote the healthy operation of the financial market, and maintain financial stability, xx Bank xx Branch actively takes a number of measures to carry out in-depth financial consumption to protect the rights and interests of employees and ensure the effectiveness of the work. The main work is summarized as follows:

First, establish and improve the working mechanism for the protection of consumer rights and interests. In accordance with the relevant management regulations of the superior bank and regulatory authorities, the "Management Measures for the Protection of Consumer Rights and Interests of xx Branch of China xx Bank" was formulated, clarifying that the branch channel management department shall be the leading department for the protection of consumer rights and interests of the whole bank and establish a Consumer Rights and Interests Protection Office. Equipped with staff who are familiar with national laws, regulations and regulatory provisions and are responsible for the protection of consumer rights and interests, customer complaint management and other work across the bank.

The second is to improve the transparency of financial product information. Establish a product information inquiry platform, publish various product inquiry channels, truly disclose product and service characteristics, related risk points, billing standards and fee amounts; provide detailed explanations of relevant professional terms and provide special reminders on major matters. Set up financial management sales areas in outlets, place risk warnings in prominent locations, and publicize consultation and reporting hotlines and complaint hotlines to facilitate consumers to understand product attributes and information and report violations.

The third is to strengthen customer information security protection. Specify the specifications and requirements for the collection of personal information in detail, and only collect necessary information for the sale of financial products to effectively protect customer privacy. Unless otherwise stipulated by laws, regulations and the People's Bank of China, personal financial information will not be provided to other institutions and individuals. The personal customer information provided is only limited to the scope of cooperation, and no information beyond the scope of cooperation is provided to ensure that the information elements provided are minimized.

The fourth is to improve the customer complaint handling mechanism. Publicize the complaint methods and contact inquiry methods in conspicuous places in each business place, formulate and improve the "Customer Complaint Management Measures", and designate the Channel Management Department (Consumer Rights Protection Office) as the leading department for complaint handling. Conduct "horizontal to edge and vertical to bottom" assessments on branches, outlets, and branch offices. Complaints forwarded by regulatory authorities shall be forwarded to relevant responsible departments and branches in a timely manner. For complaints that cannot be resolved within a short period of time, we shall communicate with customers and agree on a time limit for resolution. Classify and analyze customer complaints and report them to relevant departments in a timely manner to reduce the recurrence of similar problems.

Fifth, actively carry out financial knowledge publicity and education activities.

Establish an independent public welfare financial knowledge publicity and education area in the business premises, equipped with necessary and sufficient financial knowledge publicity materials, and provide necessary convenience conditions for consumers to access; actively cooperate with and participate in the 3 15 "Financial Consumers" launched by the regulatory authorities Rights Day", "Popularizing Financial Knowledge and Keeping the Money Bag", "Publicizing Financial Knowledge for Thousands of Miles", "Financial Knowledge for Ten Thousands of Households" and other financial knowledge publicity and education activities to popularize financial knowledge for consumers and improve their understanding of The cognitive level of modern finance helps them establish a correct view of financial consumption and awareness of rights protection in accordance with the law. Summary of publicity work on consumer rights protection in the banking industry Part 4

1. In terms of organizational structure

Our bank has established a consumer rights protection leading group at the head office level, with the president as the group leader to ensure effective leadership in consumer rights protection. Relevant bank leaders serve as deputy group leaders, and each The department heads are members, ensuring that consumer protection work covers all lines of the bank. At the same time, at the end of 2014, our bank formally established a dedicated department for the protection of financial consumer rights and interests - the Consumer Rights Protection Office (referred to as the "Consumer Protection Office"). The Consumer Protection Office is a secondary department of our bank, subordinate to the Propaganda Department of the Head Office, and clearly The Consumer Protection Office has a dedicated person responsible for implementing and promoting consumer protection work, and there are two other people working part-time to assist.

2. In terms of system construction

Our bank's "Consumer Rights Protection Management Measures" cover organizational structure, operating mechanism, internal control, information disclosure, complaint acceptance, quality requirements for consumer rights protection staff, reporting system, supervision Assessment, publicity and education, emergency plans, risk identification and other aspects have been specified and clarified in detail. This method was officially issued in August 20xx. In addition, our bank has revised the "Rules of Procedure of the Board of Directors of Suining Bank" and the "Rules of Procedure of the Strategy Committee of Suining Bank" to clarify that the board of directors is responsible for the formulation, supervision and evaluation of strategies, policies, goals, etc. for the protection of consumer rights and interests. From the institutional level Ensured the implementation of fire protection work. In addition, our bank has also established the "Consumer Rights Protection Working Committee of the Board of Directors of Suining Bank" and the "Consumer Rights Protection Working Committee of Suining Bank" to clarify and standardize the leadership and implementation measures for consumer protection work from the board of directors and management respectively.

Our bank has also incorporated the content of consumer protection into the "Five-year Development Strategic Plan of Suining Bank (20xx-20xx)" to strategically plan and standardize our bank's future protection of consumer rights and interests. Work.

3. In terms of work process

The Consumer Protection Office of our bank participates in the development and design of new products throughout the process. During the relevant process, the Consumer Protection Office promptly makes suggestions on product designs that may harm the rights and interests of customers and requires modifications. Proper development plans provide source protection for consumer rights protection. Our bank's new product development process is specifically divided into steps such as internal application, preliminary project review, formal project approval, declaration or filing, technology research and development and testing, product handover management, marketing planning, consumer rights protection assessment, product operation monitoring and feedback. In terms of process, the legitimate rights and interests of consumers are protected.

Customers can make complaints through our bank’s rights protection hotline 96677, Suining Municipal Government Service Hotline 12345, People’s Bank of China Financial Consumer Complaint Consultation Hotline 12363, Consumer Protection Office 0825-2223151 and other channels. In addition, the "Customer Complaint Management Measures of Suining Bank" provides detailed provisions on the identification, handling procedures and post-analysis of major complaints and general complaints. Our bank's emergency contingency plans are divided according to business types, such as "Suining Bank Financial Management Business Emergency Contingency Plan", "Suining Bank Information System Emergency Management Measures", "Suining Bank Emergency and Crisis Management Measures" 》etc., ensuring our bank’s ability to classify and respond to emergencies.

4. In terms of division of responsibilities

It is clear that the Consumer Protection Office is the leading implementation department of the bank’s consumer rights protection work. It is responsible for the orderly advancement of the bank’s consumer protection work, participates in product research and development beforehand, and is specifically responsible for post-event supervision and evaluation, Coordinate and handle complaints; the Compliance Management Department of the head office is responsible for legal support and guarantee of consumer protection work; the Credit Management Department is responsible for credit business, such as the legal terms of loan contracts that do not infringe the rights and interests of consumers; the Personal Finance Department is responsible for protecting the rights and interests of consumers in personal business and communicating with customers For docking and other work, each department of the head office has its own responsibilities and is responsible for the implementation of consumer rights protection work in this business line.

All branches and branches of the bank have made it clear that the branch president will take the lead in consumer protection work, and have set up a consumer protection liaison officer to be responsible for carrying out consumer protection work within the jurisdiction of the branch.

5. In terms of constraint mechanisms

At present, our bank has formulated relevant constraint clauses in the "Management Measures for the Protection of Consumer Rights and Interests" to clarify the consumer protection responsibilities at all levels and the supervision and evaluation process as well as punishment measures; the second is the audit The department has included the protection of consumer rights and interests into the scope of annual audits, and will review and score the consumer protection work system and construction status on an annual basis to promote the standardization and continuous improvement of consumer protection work.

Six. In terms of work effectiveness

In 20xx, the bank received a total of 102 complaints, mainly off-site complaints. Among them, 81 complaints were forwarded to the government service hotline 12345, 17 complaints were made to the customer service hotline 96677, and 4 complaints were made to 12363. The main complaint types are: social security card business, loan business, self-service equipment (including ATM, telephone banking), and services Five major aspects including quality and service attitude, and other business categories. There were 81 cases involving branch offices, 45 cases at the business department of the head office, 11 cases at Anju Branch, 6 cases at Shehong Branch, 3 cases at Pengxi Branch, 3 cases at Daying Branch, 2 cases at Ziyang Branch, and 1 case at Lezhi Branch. , 1 case from Mianyang Branch, 9 cases from 96677 call center. The remaining 17 cases were all complaints about social security cards. The reason for the complaints was the long waiting period for new social security cards and reporting the loss of new social security cards. Among all branches and branches, the head office business department accounted for 45% of complaints.

In order to comprehensively improve the consumer protection awareness of the entire bank’s employees, the Consumer Protection Office of our bank purchased the “Reading Book on Consumer Rights Protection for Bank Employees” and “The Story of the Top 1000 Demonstration Units for Civilized and Standardized Services in China’s Banking Industry in 20xx” "Collection" and other consumer protection series, and distributed to all branches and departments of the head office. At the same time, all departments are required to read this content and organize employee training and learning to enhance employees' awareness of consumer rights protection and improve service quality. At the same time, our bank also combined the advantages of new media to publish consumer protection information 4 times through our bank’s official website and 15 times in total on public platforms such as Weibo and WeChat. In addition, it also promoted consumer protection information through outlet TVs, LED screens, and street points. Continue to publicize the theme of financial consumer rights protection in a variety of ways. We have printed 30,000 copies of the "Financial Consumer Rights and Interests Protection Manual" and, in addition to placing them in various outlets, we also regularly organize employees to distribute them free of charge in public places to increase the public's awareness of consumer protection.