Securities Times reporter Cheng Dan
Yesterday, the China Securities Regulatory Commission issued the "Announcement of the China Securities Regulatory Commission on Matters Related to Optimizing the Operation of the 12386 Service Platform" and established the 12386 service platform to further unblock the channels for investors to reflect their demands, improve the service level of investors, and protect the legitimate rights and interests of investors.
This time, the CSRC optimized and upgraded the "12386" CSRC service hotline, established the 12386 network platform, and together with the 12386 hotline, constituted the CSRC's 12386 service platform to receive investor complaints, reports, consultations, opinions and suggestions, and serve investors for investors. Provide one-stop, diversified appeal processing services.
The "Announcement" shows that, as an important window for the CSRC to contact and serve investors, the 12386 service platform has achieved an important change from a single hotline to a comprehensive service platform by creating a "four one" structure and connecting "three ports", promoting investment The appeal processing service of consumers extends to the network and online, forming a new model for receiving and processing the appeals of the masses in the field of financial supervision.
The first is to establish an external window to open up the "entry port".
The 12386 service platform uniformly receives various demands from investors, making it easy for investors to remember, remember, and find, and to facilitate the public to report the situation, and to serve the public around the clock without closing time.
The second is to build an integrated appeal processing system to connect the "processing side" and "export side".
Strengthen technological empowerment, upgrade the back-end demand processing technology system, realize electronic operation, intelligent processing, and closed-loop management of the whole process of demand distribution, processing, feedback, supervision, etc., and comprehensively improve the speed and speed of investor demand processing. efficiency.
The third is to establish a set of basic systems and clarify the positioning of responsibilities.
Clarify the positioning, operation mechanism, processing procedures and requirements of the 12386 service platform, strengthen institutional support, strict program management, and unify service requirements, so as to ensure that the platform service work is standardized and orderly, in accordance with laws and regulations.
The fourth is to establish an assessment system to consolidate the responsibility for handling appeals.
Give full play to the role of the assessment baton, establish and improve a service-oriented assessment and evaluation system for investors, strengthen tracking, supervision, performance, supervision and inspection, and urge all parties to perform their duties and responsibilities, so as to provide investors with higher-quality appeal handling services.
At present, the 12386 online platform has been launched, and investors can access it through the "Interactive Communication" column of the CSRC website.
The original reporting telephone and online reporting system were merged into the 12386 service platform.
The reporter learned that since the 12386 hotline has been in operation for 9 years, it has properly handled about 800,000 investor demands and recovered about 300 million yuan of losses for investors. It has become an important window and platform for the China Securities Regulatory Commission to serve investors. and social stability.
The China Securities Regulatory Commission stated that the establishment of the 12386 service platform to unblock the channels for investors to reflect their demands is a specific measure to protect the legitimate rights and interests of investors and address the reasonable demands of the masses. reflect.
The China Securities Regulatory Commission will resolutely implement the spirit of the 20th National Congress of the Communist Party of China, adhere to the fundamental purpose of serving the people wholeheartedly, establish a firm view of the masses, implement the mass line, continue to strengthen the political and people-oriented nature of capital market supervision, properly handle investors' demands, and solve problems. To solve the problem that good investors are anxious for, constantly improve the service level of investors, and effectively enhance investors' sense of gain, happiness and security.