Summary of publicity work on consumer rights protection in banking industry

Inadvertently, the work has come to an end. What achievements are worth sharing in retrospect? This also means that it is necessary to prepare to start writing a work summary again. However, I found that I didn't know what to write. The following is a summary of the publicity work on the protection of consumer rights and interests in the banking industry, which I have carefully compiled for your reference and hope to help friends in need.

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 taken many measures to protect the rights and interests of financial consumers and strived to become a propagandist and practitioner of consumer rights and interests protection.

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

First, give full play to the publicity function of the "public education service area" in the lobby, make use of the waiting time of customers to handle business, focus on the daily management and operation guidance of lobby staff at outlets, put folding pages and exhibition boards in prominent positions in the lobby, scroll and play campaign slogans on LED display screens, play educational videos and other ways to carry out lobby publicity activities, create a good activity atmosphere, let consumers know all important rights and interests, and enhance their risk identification ability.

The second is to actively carry out various thematic activities.

The business department of Hua Xia Bank Ji 'an Branch cooperated with Taipingqiao Community to hold the activity of "Financial Knowledge Entering Ten Thousand Families". Our staff explained how to prevent financial fraud, national debt and wealth management products for the elderly in the community. Through the activities, the elderly people's knowledge and understanding of bank finance have been effectively deepened, and their awareness of financial risks, financial safety and anti-fraud ability have been improved.

Huaxia Bank Jizhou Sub-branch and Huaxia Baby-Friendly Early Education Center held "Little Banker" activities at outlets, with 24 groups of families participating. During the activity, we introduced the anti-counterfeiting knowledge and financial management knowledge of the new version of RMB to you in the form of an award-winning question and answer, and organized a banknote counting competition for all the friends present. The activity atmosphere was warm and the participation was high. This publicity campaign starts with children and guides them to establish a correct concept of consumption and financial management from an early age.

In order to effectively strengthen the protection of consumers' rights and interests and enhance consumers' awareness of knowledge, learning, application and rights protection, according to the unified arrangement of the Notice of China Banking Association on Launching the "20 13" Financial Knowledge Popularization Campaign, Shanghai Bank took the lead in organizing and launching the "Consumer Rights Protection Publicity Service Month". The relevant information is hereby notified as follows:

I. Organizational arrangements

In order to ensure the smooth development of this "Consumer Protection Publicity Service Month" publicity activity, the Legal Compliance Department of Bank of Shanghai is responsible for the unified deployment, organization and coordination of publicity activities, and issued the Notice on Launching Special Publicity Activities for Consumer Protection Publicity Service Month, requiring the legal compliance personnel of all relevant units to implement specific activity plans and be responsible for the publicity, tracking and summary of the centralized publicity day and the overall activities.

Second, the overall situation of the activities

(1) Participation

In June, all regional branches of the Bank responded positively, mobilized all staff and carefully organized and carried out this activity. According to statistics, more than 200 outlets of the whole bank participated in this activity, carried out more than 200 activities of different forms and scales, distributed more than 100,000 copies of various publicity materials 1 0000, with about10000 employees and about10000 customers. The monthly activities are mainly divided into June 1 day concentrated publicity day and publicity activities during the service month. The forms of activities mainly include setting up stalls in the core area of the centralized publicity day, publicity at the outlets of the whole bank, publicity in the community, publicity of financial knowledge through multimedia channels, linkage between the head office and branches, and intra-bank legal popularization activities.

At 9: 30am-65438+6: 30pm, more than 30 outlets of the Bank participated in the centralized publicity day. Among them, all business units in Shanghai shall, in principle, choose at least one outlet located in the main core area and crowded area of the administrative region to set up a publicity desk and set up a publicity booth to ensure coverage and publicity effect. The publicity point not only covers the bustling population in the urban area. The participating outlets of local branches cover at least 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 contents include protecting consumers' rights and interests, publicizing our various complaint channels and handling procedures, and introducing the price standard of banking services, which has been affirmed by customers.

(B) the core area booth publicity

On June 6, 20 13, Jianzhong Sub-branch under Huangpu Sub-branch held a special activity of Consumer Rights Protection Publicity Month in Dajing Road Vegetable Market. The staff of the branch set up stalls at the entrance of the vegetable market to distribute consumer protection publicity materials to customers. During the publicity, a customer asked about the content of SMS charging service. After understanding, I found that the customer received a short message about the entertainment short message booking service. Because the service was not cancelled on the spot in time, a certain fee would be deducted every month. The staff of the branch explained to the customers that Articles 8 and 9 of the Law on the Protection of Consumer Rights and Interests stipulate that consumers have the right to know the real situation of the goods they buy or use or the services they receive, and the right to choose their own goods or services. Customers have the right to know how to order the entertainment SMS reservation service, and also have the right to choose to accept or reject the service, which shows that the company has violated customers' right to know and their right to choose independently. Customers praised the professionalism of the branch staff.

Qingjiang Road Sub-branch of Chengdu Branch organized employees (8 people) to the Shiren South Road Square on June 1 day to carry out a centralized publicity campaign on "consumer rights protection". By setting up a publicity desk, we will publicize the complaint channels and handling procedures of banks to customers, standardize the price standards of banking services, and at the same time, in combination with the requirements of the "financial knowledge travels thousands of miles" activity, illegally raise funds from the society and other related financial knowledge. With the strong support of Wulin Street and related units in downtown area of Xiacheng District, Hangzhou set up a publicity point at the entrance of Luyou Memorial Hall, No.98 Haier Lane, Xiacheng District according to the time and place selected by the key publicity group. Yuhang Sub-branch set up a publicity desk at the entrance of Zhongshan Vegetable Market in Linping, which is crowded with people, and set up a booth for publicity activities. Huaihai Sub-branch under the central management headquarters set up a publicity desk in the crowded area on the first floor of Aimeigao Building at 8: 30 on June 1 Sunday, and two employees set up a stall to publicize the "Publicity Service Month for Popularizing Financial Knowledge and Consumer Rights Protection".

(3) Online publicity

All units set up a publicity desk at the gate of outlets to distribute the "Popularizing Financial Miles" brochure to customers, which mainly involves publicizing the various channels and handling procedures of our complaints, fully reminding customers of product features, precautions and risk points in the sales process, and standardizing and publicizing the price standard of banking services.

1. Publicize our complaint channels. Many business units have found that many consumers, especially the elderly, have more or less encountered violations of financial consumption rights and interests, and there is no way to complain. They either make a hullabaloo about with the bank staff, or directly call the media for exposure, or call 123 15, and there is almost no other remedy. Through combing, the staff of each business department introduced several ways to protect rights to customers: first, complain to financial institutions and seek solutions; The second is to complain to the Consumer Protection Committee or the administrative department for industry and commerce; The third is to complain to the banking supervision, insurance supervision, securities supervision and other regulatory authorities; Fourth, in areas where the People's Bank of China has tried to protect the rights and interests of financial consumers, it can also complain to the financial consumer rights protection institution established by the local People's Bank; Fifth, bring a lawsuit or arbitration to the court according to the contract. In addition, the staff also introduced the workflow of handling complaints in our bank. And remind customers that no matter which way to resolve disputes, relevant evidence plays an important role in safeguarding legitimate rights and interests, so we should pay attention to preserving relevant documents when trading.

2. Fully remind customers of product features, precautions and risk points in the sales process.

All publicity outlets make full use of the opportunity of this concentrated publicity day to pay more attention to the disclosure of product characteristics, precautions and risks when promoting various products of our bank. When selling our wealth management products, the staff introduced the risks and benefits of wealth management products in detail, clearly informed our bank of the prevention and control measures for such risks, and recommended the most suitable products to customers according to their risk tolerance through risk assessment. When selling online banking products, fully inform customers about the use of online banking and safety precautions, especially the use of U shield and password protection.

3. Clarify the charging standards for banking services. During the publicity activities, all business departments displayed the latest charging standards of our bank in the main areas of business outlets. In the process of accepting customer consultation, the principles of legal compliance, unified pricing, classified management, consistent quality and price, openness and transparency, and diminishing profits were fully revealed to customers. Our service charge management must abide by the laws, regulations and rules of the competent pricing department, the banking supervision institution and the People's Bank of China. Banks uniformly set service charge prices and price lists, and each branch has no right to set and adjust various elements such as the name of charge items. All the charging services of the Bank are clearly marked, which guarantees financial consumers' right to know, to choose independently, to trade fairly and to supervise services, so that customers can clearly understand the contents, methods, functions and effects of services and the corresponding charging standards, and ensure that customers can fully understand and choose independently. In addition, we also provide preferential services and reduce fees and profits to specific targets, clearly define the scope of preferential targets for related services in small and micro enterprises, vulnerable groups, social welfare and other fields, announce preferential policies, preferential methods and specific preferential quotas, and effectively reflect the business ethics of helping the small and the weak.

(D) into the community publicity

On June 26th, it was raining lightly, but the rain did not stop Longming Road Sub-branch from promoting in the community. In the residential property conference room, the staff of the sub-branch convened some residents' representatives to carry out publicity activities. Print typical cases and regulations on the protection of financial consumers' rights and interests on colored propaganda paper, and send them to customers together with other leaflets issued by the Head Office for publicity.

Chunshen Road Sub-branch came to Doctor Wa Square in Chunshen Jincheng to organize the theme activity of "Caring for RMB and Anti-counterfeiting RMB" to enhance consumers' self-protection awareness from the perspective of anti-counterfeiting. The activity enabled more people to master the knowledge of distinguishing the authenticity of RMB, helped people understand the basic knowledge of anti-counterfeiting and the harm of counterfeit money, enhanced their self-protection and anti-counterfeiting ability, and won enthusiastic response and unanimous praise from the masses, enhanced the social image of the Bank and achieved good publicity results.

Qingpu Sub-branch set up publicity desks in the communities under its jurisdiction to publicize financial knowledge. During this period, a resident reported that he wanted to open online banking for online shopping because he began to learn to use computers at home after retirement and understood the advantages of online banking under the guidance of his children. In this regard, our propagandists focused on our e-banking business, which can not only do online shopping, but also provide short message service, account inquiry, loan inquiry, transfer and remittance. The brochure "Shanghai Bank 20 13 Popularizing Financial Knowledge Miles" was distributed to residents to let them know more about bank financial services. Wang Laobo, a community resident, complained that my branch was closed on Sundays, so I had to go to the branch business department for temporary use of money, which made it inconvenient to move. The staff told Wang Laobo that he could use the self-service equipment to withdraw money at the closing time of the outlets. He made an appointment to find any employee at the outlets in the west of the city on weekdays to help him use the self-service deposit and withdrawal.

Pudong Branch arranged for the branch sales department and Chuansha Sub-branch to enter the community to carry out publicity activities on consumer rights protection in June. Lingang Sub-branch and Busan Road Sub-branch also actively responded to the call and went into the community to carry out publicity activities on June 22 and June 27, respectively. The main publicity contents are: implementing this month's publicity theme, publicizing consumer rights protection knowledge, informing the broad masses of financial knowledge such as preventing telecom fraud, illegal fund-raising and anti-counterfeiting, popularizing banking knowledge such as bank cards, credit cards, wealth management services, online banking and e-banking services, self-help channels, 95594 new customer service phone, and in-depth publicity and explanation of our featured wealth management products, and answering questions raised by residents in real time, which won unanimous praise from community residents.

At the beginning of June, Changle Road Sub-branch organized network leaders, account managers and senior staff to publicize financial knowledge, raise consumers' awareness of rights protection, establish employees' awareness of strengthening consumer rights protection, reduce financial disputes and bring quality services to the community. This activity set up a booth in Jing 'an Park, cooperated with Jing 'an Consumer Protection Committee, and set up a booth in conjunction with electric power, gas, public security, technical defense and other departments. Propagandize protection knowledge to community residents. Changle Road Sub-branch has prepared sufficient publicity materials to popularize financial knowledge, including leaflets to prevent telecom fraud and banking products such as e-banking, credit cards, pension business and wealth management products.

Fengxian Huancheng East Road Sub-branch held a special lecture in nanqiao town Fengpu Jiuhuayuan Neighborhood Committee, which not only enhanced the awareness of financial consumers' rights protection, improved the service quality of employees, but also enhanced our popularity.

(five) the use of multimedia publicity channels to carry out financial knowledge publicity.

The slogan of this activity was displayed on more than 200 outlets and more than 300 outdoor electronic display screens: "Shanghai Bank's activity of popularizing financial knowledge is in full swing!" , forming a beautiful landscape.

(VI) Linkage between the head office and branches

On June 1 day, the Legal Compliance Department of the Head Office assigned six employees to give special guidance to the Beijing Branch, the China Branch, the South Branch, the Head Office's business department and the five branches under its jurisdiction. To this end, the Legal Compliance Department of the Head Office has specially produced publicity materials such as Interpretation of Financial Consumers' Rights and Interests, a compilation of relevant laws and regulations, questions and answers on legal protection of financial consumers' rights and interests, typical cases of financial consumers' rights and interests protection, and publicity materials such as "Publicity Language on the Protection of Financial Consumers' Rights and Interests", and the stationed personnel have conducted on-site legal education from a professional perspective, which has been well received by customers.

(7) Online legal training

According to the deployment of the Legal Compliance Department of the Head Office, various business units took this opportunity to carry out a number of intra-bank legal popularization training activities. For example, while carrying out the previous training work, Hangzhou Branch emphasized the training of publicity materials on cracking down on illegal fund-raising and protecting consumers' rights and interests this month, and concentrated on strengthening the training and learning of relevant materials on protecting consumers' rights and interests this month through electronic document system, e-mail, daily monthly work training and learning, etc.

Three. Short stories and typical cases in the activities.

Case 1:

At 7: 30 pm on June 3rd, 20 13, employees of Baoan Sub-branch took two cauldrons full of sugar water to the outdoor viewing square. While distributing sugar water to the masses, the bank staff popularized laws and regulations related to the protection of financial consumers' rights and interests, as well as banking knowledge such as bank cards and wealth management services, focused on publicizing the bank's "Easy Elf" and "Kumquat Loan", and seriously answered consumers' inquiries. Through the "send sugar water" activity, not only the public's understanding of the protection of financial consumers' rights and interests was enhanced, but also the feelings between the sub-branch and the surrounding people were enhanced, and the service of Shanghai Bank was publicized, laying a foundation for serving old customers and expanding new customers in the future.

Case 2:

Mr. Zheng opened the mobile banking business at the cash counter of Junhui Branch. While waiting for the business, he read the consumer rights protection materials on the counter, and the lobby manager had an in-depth communication with him. Through explanation and communication, Mr. Zheng has a deeper understanding and understanding of the "supervision right" in publicity materials, and this anti-publicity has played a very good role.

Case 3:

Customer Mr. Liu learned about the discount of Huitong card and the recent gold trend when passing by the branch of Science Park. The staff of the branch actively and patiently explained and served him, introduced our gold (T+D) business, and reminded Mr. Liu of the risk points that should be paid attention to when investing in gold business in the near future. Don't blindly invest and follow suit. You should consult a professional before investing carefully. In addition, Mr. Liu also consulted the credit card business and matters needing attention in using the card. We will continue to track customers and provide good service.

Case 4:

The lobby manager of Nanjing Branch described a real case that happened during the activity: "I remember one day during the activity, a customer just entered the lobby and said to me,' Little girl, what do you mean by the universal financial knowledge displayed on your screen?' I said,' I can tell you how to protect your financial consumption rights and interests, and I can also tell you some financial knowledge.' When the customer heard this, he immediately pulled out his chair and said to me,' Then explain it to me. I don't know much about this! So, I showed him our brochure. When he sees something he doesn't understand, he will ask me, and I will answer him slowly. He also listened patiently. He thanked me very much when he left our network. At that time, I felt that as a practitioner, we should establish a sense of protecting consumers' rights and interests and provide customers with truly high-quality services. "

Four. Activity effect evaluation

Through the intensive publicity day, the communication and trust between the Bank and its customers have been further strengthened. With the help of this activity, the branches of management units such as Shibei Management Headquarters, Shinan Management Headquarters and Nanjing Branch also combined consumer rights protection with product marketing, actively explored potential customers and recommended our financial products with the concept of "marketing stresses compliance, and compliance promotes marketing".

In order to protect the legitimate rights and interests of financial consumers, promote the healthy operation of financial markets and maintain financial stability, xx Branch of xx Bank has actively taken a number of measures to carry out in-depth protection of financial consumers' rights and interests to ensure that the work is effective. The main work is summarized as follows:

First, establish and improve the working mechanism of consumer rights protection. In accordance with the relevant management regulations of the superior bank and regulatory authorities, the Measures for the Protection of Consumer Rights and Interests of xx Branch of China xx Bank was formulated, and it was made clear that the channel management department of the branch was the lead department for the protection of consumer rights and interests of the whole bank, and a consumer rights protection office was set up, staffed with staff familiar with national laws, regulations and regulatory provisions, responsible for the protection of consumer rights and interests and the management of customer complaints of the whole bank.

The second is to improve the information transparency of financial products. Establish a product information inquiry platform, announce all kinds of product inquiry channels, and truly disclose the characteristics, related risk points, charging standards and charging amounts of products and services; Explain relevant technical terms in detail and give special tips on major issues. Set up a wealth management sales area at the outlets, place risk warnings in prominent positions, publicize consultation and complaint telephone numbers, so as to facilitate consumers to understand product attributes and information and report violations.

The third is to strengthen customer information security protection. Specify the norms and requirements for personal information collection in detail, and only collect necessary information when selling financial products, effectively protecting customer privacy. Except as otherwise provided by laws and regulations and the People's Bank of China, personal financial information shall not be provided to other institutions and individuals. The personal customer information provided is limited to the scope of cooperation, and no information beyond the scope of cooperation is provided to ensure that the information provided is minimized.

The fourth is to improve the customer complaint handling mechanism. Publicize complaint methods and contact inquiry methods in prominent positions in various business premises, formulate and improve customer complaint management methods, and designate the channel management department (consumer rights protection office) as the lead department for complaint handling. Assess branches, outlets and branches "horizontally to the edge and vertically to the end". Complaints transferred by the regulatory authorities shall be promptly forwarded to relevant responsible departments and sub-branches. If they cannot be solved in a short time, they shall communicate with customers and agree on a time limit for settlement. Classify and analyze customer complaints and report to relevant departments in time to reduce the recurrence of similar problems.

Fifth, actively carry out financial knowledge publicity and education activities. Set up an independent public welfare financial knowledge publicity and education area in the business premises, equipped with necessary and sufficient financial knowledge publicity materials to provide necessary convenience for consumers to consult; Actively cooperate with and participate in various financial knowledge publicity and education activities initiated by the regulatory authorities, such as 3 15 "Financial Consumer Rights Day", "Popularize financial knowledge, keep your wallet safe" and "Popularize financial knowledge into every household". , so as to popularize financial knowledge for consumers, improve their understanding of modern finance, and help them establish a correct view of financial consumption and awareness of safeguarding rights according to law.

Summary of publicity work on consumer rights protection in banking industry. organization structure

A leading group for consumer rights protection has been set up at the head office level, with the President as the leader to ensure effective leadership in consumer rights protection, the leaders of relevant banks as the deputy heads and the heads of departments as members to ensure that consumer rights protection covers all lines of the bank. At the same time, at the end of 2065438+2004, the bank formally established the Consumer Rights Protection Office (hereinafter referred to as "Consumer Protection Office"), which is a secondary department of the bank and belongs to the Propaganda Department of the Head Office, and it is clear that the Consumer Protection Office is responsible for implementing and promoting the consumer protection work, with two other people assisting it part-time.

Two. institution building

The Administrative Measures for the Protection of Consumer Rights and Interests of the Bank has made detailed provisions and clarifications on organizational structure, operation mechanism, internal control, information disclosure, complaint acceptance, quality requirements of consumer rights and interests protection staff, reporting system, supervision and evaluation, publicity and education, emergency plan, risk identification and so on. This method was officially issued in August 20xx. In addition, the Rules of Procedure of the Board of Directors of Suining Bank and the Rules of Procedure of the Strategy Committee of Suining Bank were revised, which made it clear that the Board of Directors was responsible for the formulation, supervision and evaluation of strategies, policies and targets for consumer rights protection, thus ensuring the implementation of consumer rights protection from the institutional level. In addition, the Bank 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, which respectively defined and standardized the leadership and implementation measures of consumer rights protection from the board of directors and management level.

The Bank also incorporated the protection of consumer rights into the Five-year Development Strategic Plan of Suining Bank (20xx-20xx), and planned and standardized the future protection of consumer rights in a strategic way.

Three. In terms of workflow

Our consumer protection office is involved in the development and design of new products. In the relevant process, the Consumer Protection Office promptly puts forward suggestions on product designs that may harm customers' rights and interests, and requests to modify inappropriate development plans to provide source protection for consumers' rights and interests. The bank's new product development process is specifically divided into internal declaration, project preliminary examination, formal project establishment, declaration or filing, scientific research and development and testing, product handover management, marketing planning, consumer rights protection evaluation, product operation monitoring and feedback. The legitimate rights and interests of consumers are guaranteed from the process.

Customers can complain through our rights protection hotline 96677, Suining municipal government service hotline 12345, China People's Bank financial consumer complaint consultation hotline 12363, Consumer Protection Office 0825-2223 15 1 and other channels. In addition, the Measures for the Administration of Customer Complaints of Suining Bank provides detailed provisions on the identification, handling procedures and post-event analysis of major complaints and general complaints. Our emergency plans are classified according to business types, such as Suining Bank Financial Emergency Plan, Suining Bank Information System Emergency Management Measures and Suining Bank Emergency and Crisis Management Measures, which ensure our ability to handle emergencies in a classified manner.

Four. Division of responsibilities

It is clear that the Consumer Protection Office is the lead implementation department of the Bank's consumer rights protection work, responsible for the orderly promotion of the Bank's consumer rights protection work, participating in product research and development in advance, and being specifically responsible for post-event regulatory evaluation and complaint coordination; The Compliance Management Department of the Head Office is responsible for the legal support and guarantee of consumer protection; The credit management department is responsible for the credit business. If the law stipulates that the loan contract does not infringe on the rights and interests of consumers; The personal finance department is responsible for protecting consumers' rights and interests in personal business and connecting with customers. All departments of the Head Office are responsible for the protection of consumers' rights and interests in this business line. All branches of the bank have made it clear that the consumer protection work is led by the branch president, and a consumer protection liaison officer has been set up to be responsible for the consumer protection work within the jurisdiction of the branch.

Verb (abbreviation of verb) binding mechanism

At present, firstly, the Bank has formulated relevant binding clauses in the Administrative Measures for the Protection of Consumers' Rights and Interests, and defined consumer protection responsibilities, supervision and evaluation processes and punishment measures at all levels; Second, the audit department will include the protection of consumers' rights and interests in the annual audit scope, and will review and score the system and construction of consumer protection work on an annual basis to promote the standardization and continuous improvement of consumer protection work.

Intransitive verbs in terms of work efficiency

In 20xx, the Bank accepted a total of complaints 102, mainly off-site complaints. Among them, the government service hotline 12345 turned to 8 1 complained, the customer service hotline turned to 96677 17 complained, and 12363 complained. The main types of complaints are: social security card business, loan business, self-service equipment (including ATM and telephone banking), service quality and service attitude, and so on. There are 8 branches 1 home, 45 business departments of the head office, 6 Anju branches 1 1 home, 6 Shehong branches, 3 Pengxi branches, 3 British branches, 2 Ziyang branches, Lezhi branch1home and 96,677 Mianyang branches. The remaining 17 cases are all social security card complaints, and the reason for the complaint is the long waiting period for the social security card to report the loss and reissue a new card. In all branches, complaints from the business department of the head office are as high as 45%.

In order to comprehensively raise the awareness of the employees of the Bank on consumer rights protection, the Consumer Rights Protection Office of the Bank purchased a series of consumer rights protection books, such as "A Reader on Consumer Rights Protection for Banking Employees" and "20xx China Banking Civilized and Standardized Service Story", and distributed them to all branches and departments of the Head Office. At the same time, all departments are required to read this content, organize employee training and study, enhance employees' awareness of consumer rights protection and improve service quality. At the same time, relying on the advantages of new media, the Bank released consumer protection information four times through Bank official website and 15 times through public platforms such as Weibo WeChat. In addition, we will continue to publicize the theme of protecting the rights and interests of financial consumers through Internet TV, LED screens and street publicity. 30,000 copies of the Handbook for the Protection of Financial Consumers' Rights and Interests were printed. Besides being placed at various outlets, employees were regularly organized to distribute them in public places free of charge, raising the awareness of consumers' protection.