In order to standardize and strengthen the protection of consumer rights and interests of the whole branch and comprehensively improve the level of consumer rights and interests protection, CCB Dongguan Branch has implemented a top-down plan for the protection of consumer rights and interests, and formulated the Implementation Plan for the Protection of Consumer Rights and Interests of China Construction Bank Dongguan Branch in accordance with the regulatory guidelines and the needs of business development in the bank It establishes the principles and mechanisms of consumer protection work, clarifies the work responsibilities of the leading group for the protection of consumer rights and interests headed by the president, and requires each member department of the group to perform its own duties, coordinate and interact, fully realize the unified planning and overall deployment of the bank's consumer protection work, and focus on the key contents of protecting money collars, complaint management, consumer protection review, publicity and education training. At the same time, the branch carried out in-depth multi-level and multi-dimensional work in combination with market demand, consolidated the foundation of consumer rights protection, and escorted the protection of customers' money bags and improved customer satisfaction.
Establish rules and regulations to resolve appeals from the source
The branch adheres to the development philosophy of "people-centered" and the concept of "customer-centric", comprehensively promotes complaint management and control, and forms a closed-loop complaint governance from source management, in-process control and post-litigation supervision. In terms of source managementThe branch actively carried out the selection activity of "I make suggestions for products and strive to be a whistleblower for consumer protection", requiring all products and service lines to dig deep into the improvement space in the eight major areas of inclusive finance, rural finance, personal finance, private banking, personal credit, credit card, online finance and channel operation according to the complaints, suggestions and consultations of consumers and employees, and put forward more than 10 suggestions for product and service improvement throughout the year. In terms of in-process controlThe branch further smoothed the channels for accepting complaints, strictly implemented the first-question responsibility system, improved the quality and efficiency of the handling of the first complaint, optimized the complaint handling process in strict accordance with regulatory regulations, and ensured that complaints were received in a timely manner, the relief channels were fully informed, and consumers' demands were properly handled. In order to improve the efficiency of dispute handling and provide a fair, convenient and efficient platform for handling consumer complaints and disputes, the Bank signed the Memorandum of Understanding on Cooperation in the Establishment of a Rapid Resolution Mechanism for Small Claims Disputes with the Dongguan Financial Consumer Rights Protection Association to establish a timely response and rapid approval mechanism to quickly resolve disputes for consumers. In terms of post-litigation supervisionThe branch conducts summary and analysis in a timely manner, traces the source, identifies key problems and formulates solutions.
Respect the elderly and help customers solve the digital divide
The first is to actively participate in the production of financial knowledge cloud classrooms in Nandu Studio, help the elderly group to cross the "financial digital divide", practice the practice of "I do practical things for the masses", actively create a service model for the elderly, and help more elderly customers integrate into the "smart society".
The second is to carry out digital financial knowledge education in an orderly manner through the whole matrix, and the branch actively cooperates with regulatory departments and industry associations, and publishes more than 20 publicity information through publicity channels at all levels, so that consumers can understand new and common fraud methods in a simple wayPromote the large-scale digital publicity and education activities of the "Consumer Protection Branch", publicize and educate financial knowledge through the first matrix, regulatory channels, and self-owned channels, and reach more than 700,000 consumers through online and offline activities.
Golden wisdom to cultivate students' financial literacy
In order to actively fulfill social responsibilities, cultivate students' financial literacy, and establish a normalized financial and financial knowledge popularization education position, the branch, together with the People's Bank of China and the Financial Consumer Association, set up a "Financial Reading Corner" in Dongguan Foreign Chinese Language School, and donated a total of 600 financial books to the school
Respond to the call to popularize financial literacy in schools
Actively responding to the call of supervision to popularize financial knowledge and enhance consumers' awareness of risk prevention, we have entered Dongguan Foreign Chinese School, Songshan Lake Campus of Dongguan Institute of Technology, Guancheng Campus of Dongguan Institute of Technology, Dongguan City College and other campuses to carry out a series of activities to publicize and popularize financial knowledge in Dongguan City and the "Financial Knowledge AB Lecture Hall" Let many consumers get in touch with diversified financial knowledge, strengthen their own financial education, improve consumers' financial literacy, and help more financial consumers effectively prevent financial risks and keep their 'money bags' through the popularization of financial knowledge.
Help the disabled and offer love, and create barrier-free financial service outlets
The branch comprehensively improves the barrier-free service capacity of its business outlets, improves the standard barrier-free service resources of each business outlet, and builds barrier-free demonstration outlets such as Jianye Sub-branch and Canal Sub-branch, so as to provide caring services and green channels for specific consumers, so that special groups can enjoy financial services as freely as ordinary consumers.
Normal propaganda and education, into the public to create an anti-fraud harbor
Actively carry out normalized consumer protection publicity and education and knowledge popularization activities, through going into communities, enterprises and institutions, campuses, parks, transportation hubs and other areas, to educate and publicize the eight basic rights and rights protection methods enjoyed by financial consumers in accordance with the law, strengthen the reminder and publicity of illegal financial activities such as telecommunication network fraud, illegal fundraising, campus loans, pensions, and illegal fundraising, and remind consumers to be vigilant against illegal "rights protection" activities, and refuse to participate in fabricating facts. Malicious complaints such as breach of contract to achieve consumer fairness.
Consumer protection review to effectively protect the rights and interests of financial consumers
In order to prevent financial risks from the source, strengthen the management of the bank's consumer rights and interests protection review, and effectively protect the rights and interests of consumers, the branch formulated the "Implementation Plan for the Review of Consumer Rights and Interests Protection of China Construction Bank Dongguan Branch" and other consumer protection review documents, and further clarified the key information such as the review subject, review scope, review key points, and review process through the establishment of rules and regulations, and urged all levels of the branch to carry out consumer protection review work according to the above system, and filtered more than 2,000 items of information throughout the year, so that consumers can see the easy-to-understand and Focused, clearly expressed, comprehensive and accurate sales information is convenient for customers to recognize the content of products and services, reasonably choose appropriate products, and fully protect customers' rights and interests such as the right to know and the right to choose independently.