Chinanews.com, September 29. The website of the China Banking and Insurance Regulatory Commission published the notice of the General Office of the China Banking and Insurance Regulatory Commission on further strengthening the handling of consumer complaints on the 29th.
Among them, it is clear that all banking and insurance institutions shall implement the first-inquiry responsibility system for consumer complaints and shall not pass the buck to each other.
The notice is as follows:
1. Improve the mechanism for handling consumer complaints
(1) All banking and insurance institutions (hereinafter referred to as “all institutions”) are responsible for protecting the legitimate rights and interests of financial consumers and handling consumer complaints.
All institutions shall integrate the protection of financial consumers' rights and interests, including the handling of consumer complaints, into all aspects of corporate governance, strengthen the decision-making, implementation and supervision mechanism for the protection of financial consumers' rights and interests, and ensure that the strategic goals and policies for the protection of financial consumers' rights and interests are effectively implemented.
(2) All institutions should strengthen the construction of consumer complaint handling systems and mechanisms, clarify the responsibilities of various departments and branches at all levels, improve internal communication and coordination, information sharing, collaborative processing and other mechanisms, optimize consumer complaint handling procedures, and ensure that consumer complaints are received in a timely manner , Smooth circulation, efficient handling, prevent consumer complaints from shirking the blame between internal agencies and departments, and avoid the intensification and escalation of conflicts and disputes.
(3) Each institution shall ensure the smooth progress of the handling of consumer complaints in terms of human, material and financial resources.
The senior managers or persons in charge of the institutions in charge of the handling of consumer complaints shall assume the management responsibilities of the relevant work, and the management departments of the handling of consumer complaints shall exert their initiative and foresight in the relevant work, reasonably allocate staff, and effectively implement the work. Good handling of consumer complaints.
2. Further smooth the channels for consumer complaints
(4) All institutions should actively expand the channels for consumer complaints, further improve channels such as telephone calls, letters, and visits, to ensure that customer service calls can be quickly transferred to the manual complaint channel, and letters and visits can be quickly transferred to special personnel for handling.
If the official website, mobile client, WeChat public account and other Internet complaint channels have been opened, a consumer complaint section should be set up on the relevant platform and a special person should be assigned to handle it.
(5) Each institution shall publicize and update the consumer complaint channel information and consumer complaint process in a conspicuous position on the homepage of the official website, mobile client, business or office, and provide the complaint telephone number or other complaint channel information in the product or service contract , and provide necessary reminders to customers on relevant complaint channels during the business process.
3. Actively and properly handle consumer complaints
(6) Each institution shall contact the complainant in a timely manner after receiving a consumer complaint, communicate and understand the situation, and verify the content of the consumer complaint.
Strictly follow the time limit stipulated in the "Administrative Measures for the Handling of Consumer Complaints in the Banking and Insurance Industry" (Order No. 3 [2020] of the China Banking and Insurance Regulatory Commission) to handle consumer complaints, and notify the complainant of the handling decision.
Implement the first-ask responsibility system for consumer complaints, not to blame each other, effectively handle conflicts and disputes at the grassroots level, and resolve them within the organization.
(7) All institutions shall comply with laws and regulations, actively and properly handle consumer complaints.
If the appeal of the complainant complies with laws, regulations and contractual stipulations, each institution shall perform relevant obligations as soon as possible; if the appeal does not conform to laws, regulations and contractual stipulations, it shall actively explain and communicate with the complainant; there is no clear stipulation in the laws and regulations or the contractual stipulation is not clear In accordance with the principle of fairness and reasonableness, it shall take the initiative to negotiate with the complainant.
4. Actively use the mediation mechanism to resolve consumer disputes
(8) Each institution shall establish a dispute resolution mechanism linking consumer complaint handling and mediation, and encourage and support lower-level institutions to participate in the diversified resolution of consumer disputes.
For consumer complaints received, if an agreement cannot be reached after sufficient communication and negotiation with the complainant, they should take the initiative to apply for mediation to the local banking and insurance dispute mediation organization, so as to be able to do all the mediation; Actively cooperate.
In the process of mediation, mechanisms such as dynamic granting of mediation authority, granting in different places, timely adjustment, and rapid approval should be fully applied to ensure the settlement rate of mediation.
If the mediation is successful, the mediation agreement shall be fully implemented in a timely manner.
V. Highlight the orientation of consumer complaint assessment
(9) All institutions shall formulate a comprehensive, objective, scientific and reasonable complaint assessment system, and take consumer complaints and handling work as an important part of the internal assessment of consumer rights protection, and incorporate them into the comprehensive performance assessment indicator system of institutions at all levels. Reasonable weights should be set in terms of salary distribution and job promotion for senior managers, institutional heads, and personnel in product development, sales management, customer service and other related departments.
(10) All institutions shall attach equal importance to self-collected consumer complaints and consumer complaints forwarded by banking and insurance regulatory agencies, and include them in the category of complaint assessment, and shall not conduct assessments unilaterally based on consumer complaints reported by banking and insurance regulatory agencies.
6. Strengthen accountability and traceability rectification
(11) Each institution shall increase its internal responsibility investigation, and shall hold the directly responsible persons and management personnel accountable in accordance with relevant regulations for those responsible for the institution and for ineffective handling of consumer complaints.
(12) Each institution shall conduct regular analysis of consumer complaints, find weak links and hidden risks, and continuously improve business indicators, product development, sales management, customer service, operating procedures, incentive mechanisms, etc., and reduce the Occurrence of consumer complaints.
7. Strengthen the supervision of handling consumer complaints
(13) All local offices of the China Banking and Insurance Regulatory Commission shall further improve their political positions, do a good job in supervising the handling of consumer complaints in accordance with laws and regulations, and comprehensively use various means such as complaint supervision, notification and disclosure, supervision talks, supervision and inspection, and supervision evaluation to continuously Squeeze and consolidate the main responsibility of banking and insurance institutions for handling consumer complaints, urge institutions to strengthen source governance, effectively resolve conflicts and disputes, and effectively safeguard the legitimate rights and interests of financial consumers.
(Zhongxin Finance)
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