Summary of Bank Consumer Rights Protection Publicity 1 20XX, under the great attention of the company leaders, our company's consumer rights protection work was deployed according to the arrangement at the beginning of the year, and combined with the People's Republic of China (PRC) Food Safety Law, which was implemented in June of 1 20XX, we made every effort to rectify and standardize the production process and supervision process and fully safeguard the legitimate rights and interests of consumers. And cooperate with relevant departments to produce qualified goods for consumers.
First, formulate a series of principles and policies to guide commodity quality supervision. This year, according to the company's production and operation process, our company has formulated a series of guidelines, policies and systems to strengthen and guide commodity quality supervision, such as the quality control and quality acceptance system of finished wine in Zhengxing Liquor Industry, the processing flow of unqualified products in packaging, and the processing flow of unqualified products in production site. , so as to grasp the quality supervision of the company from the source, use the process to guide and deal with the problems found in production and supervision, and safeguard the rights and interests of consumers.
Two, strengthen the staff management system, clear rewards and punishments. Formulate the company's relevant management system, conduct relevant training for the company's employees, clarify the principle of rewards and punishments, and conduct regular assessment according to relevant requirements. In particular, the production department (biotechnology department) and the supervision department (quality control department), which are closely related to consumers, have strengthened the training and management of employees and achieved "the system is on the wall and the quality is on the heart". At the same time, according to the Food Safety Law of People's Republic of China (PRC), our company regularly organizes all employees to carry out basic food knowledge and related knowledge training, and carries out post-related knowledge training for new employees.
Three, cooperate with relevant departments to strengthen commodity quality supervision. In order to ensure the quality of products operated by our company, according to the requirements of ISO900 1:20XX: 20xx international quality system and other regulatory documents, the enterprise varieties are strictly audited and the enterprise product variety files are established. At the same time, it effectively manages the qualifications of suppliers, completes the statistics and collection of licenses of customers who have business dealings in time, and ensures the legality of products purchased by the company. At the same time, our company cooperates with the supervision and spot check of the superior departments to conduct self-examination and self-correction on the company's products to make them meet the management requirements. Conduct regular sampling inspection on semi-finished products and finished products, and resolutely put an end to unqualified products flowing out of the production line.
Summary of publicity work on the protection of consumers' rights and interests in banks Chapter II In order to protect the legitimate rights and interests of financial consumers, promote the healthy operation of financial markets and maintain financial stability, xx Bank Branch actively took a number of measures to carry out in-depth protection of financial consumers' rights and interests and ensure the effectiveness of its work. 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 the regulatory authorities, the Measures for the Protection of Consumer Rights and Interests of China xx Bank Branch was formulated, and it was clarified 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, to be 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.
In the first half of the year, under the correct leadership of the Party Group of the County Bureau and the business guidance of the Consumer Protection Department of the Municipal Bureau and the 123 15 Command Center, we strictly followed the requirements of annual performance appraisal, highlighted key points, strengthened responsibilities, further strengthened food safety supervision in the circulation field, actively explored the establishment of a long-term mechanism for food safety supervision, and cracked down on all kinds of illegal acts according to law, creating a safe and secure environment for the people. The work of protecting consumers' rights and interests in our bureau from June to June in 65438 is summarized as follows:
First, strengthen leadership and clarify responsibilities.
In order to further strengthen the food safety supervision in the circulation field, our bureau has set up a leading group for food safety supervision, with the director as the leader, the deputy director as the deputy leader, and the heads of each stock room as members. At the same time, the responsibilities of managers and management objects are clarified, and the sense of responsibility is enhanced, which provides institutional guarantee for the implementation of food safety supervision.
Second, earnestly carry out all the work.
1. Orderly issue "food circulation license"
This year, the issuance of food circulation licenses by our bureau continued in an orderly manner. In view of the fact that the previous hygiene licenses have expired one after another and it is necessary to apply for the Food Circulation License, we require all industrial and commercial offices to inform the operators in time so that the operators can actively apply for the Food Circulation License. In the first half of this year, * * * issued XXX households with food circulation licenses. Up to now, * * * has handled XXX households with food circulation licenses.
2. Special inspection is essential.
In the first half of the year, special law enforcement inspections were carried out focusing on the food necessary for people's daily life and seasonal and festive food, focusing on busy traffic areas, schools, urban-rural fringe areas and rural markets. We will do a good job in supervising the quality of food such as grain, edible oil, condiments, meat, aquatic products, vegetables, eggs, dairy products, dried fruits, non-staple food, children's food, health food, alcohol and elderly food, and safeguard the food market and holiday consumption safety. Actions such as special rectification of the food market on New Year's Day and Spring Festival, cracking down on infringement of intellectual property rights, rectification of manufacturing and selling fake and shoddy goods, inventory of problem dairy products market, centralized rectification of food safety during May Day, special rectification of food markets around schools, special inspection of food additive market and edible oil market have been carried out one after another. * * * Law enforcement officers were dispatched for XXX person-times, and XXX households were inspected. Investigated and dealt with XX cases of illegal commodities, with a case value of XX million yuan. Since the case was closed, a fine of XX million yuan has been put into storage.
3. Food quality supervision is persistent.
This year, according to the requirements of the higher authorities, the work plan of sampling inspection and rapid inspection of food in the circulation field for 20XX years was formulated. In the first half of the year, the county bureau organized a random inspection of dairy products, wine, yellow rice wine, infant food, canned food, candy, baked food, bean products, snack food, dry goods, biscuits, preserved fruits, food, bottled drinking water and other daily necessities closely related to the people, and passed the XX group.
4. Give full play to the role of "123 15" complaint reporting network.
In order to give full play to the role of "one meeting and two stops" and make it a real means to solve consumer disputes,
The forefront of providing rights protection services. First, continue to further promote the "five advances" and constantly improve and perfect the consumer rights protection network. Second, give full play to the role of "123 15" command center and complaint centers at all levels to effectively safeguard the legitimate rights and interests of consumers. Adhere to the holiday duty system, establish a complaint reporting diary system, and promptly and quickly channel all kinds of cases. Over the past six months, the "123 15" command center * * * accepted and reported XX complaints, and handled XX cases, saving economic losses of XX million yuan for consumers. In view of the problems found in the process of complaints and reports that are harmful and concentrated, consumer warnings were issued twice in time. The third is to increase the publicity of "123 15". In order to improve the social credibility of 123 15, we jointly launched a publicity campaign on the theme of 3. 15 with consumer committees at all levels, handling consumer complaints in a timely manner, releasing consumer rights protection work, publicizing the results of consumer rights protection work, and accepting supervision from all walks of life. To celebrate the "3. 15" International Consumer Rights Day in 20XX, the laws and regulations on consumer rights protection were widely publicized, and various activities were carried out according to the theme of "consumption and safety" determined by China Consumers Association to guide consumers to enhance their awareness of protection. Our bureau has carefully arranged and deployed the "3. 15" International Consumer Protection Day. Play the "123 15" public service advertisement produced by the provincial bureau on the electronic billboards in the main streets, carry out public service propaganda, open up a column of "consumption and safety" and issue consumption warnings. Hang colored balls and banners, set up "consumption and safety" advertising billboards, and post XX banners related to March 15 activities. XXX county held a "consumption and safety" publicity campaign, and more than 20 departments including county industry and commerce, quality supervision, drug administration and tobacco jointly carried out publicity, consultation, complaint and identification of fake and shoddy goods in the square. At the same time, arrange XX propaganda motorcade to broadcast and publicize the Law on the Protection of Consumer Rights and Interests in People's Republic of China (PRC), the Regulations on the Protection of Consumer Rights and Interests in Hunan Province and related laws and regulations. On that day, XX consultation points were set up, XX publicity materials were distributed, XX consultations were accepted, and X complaints were made. In the afternoon, organize personnel to hold on-site holiday sales activities in concentrated places. * * * Destroy XXX kilograms of fake and shoddy goods, with a value of more than XX million yuan.
Although we have made some achievements in the first half of 20XX, there is still a certain gap between the requirements of the higher authorities and the party group of the county bureau. In the second half of the year, we will continue to strengthen food safety supervision, effectively strengthen commodity quality supervision in the circulation field, continue to safeguard the legitimate rights and interests of consumers, and achieve better results.
Summary of publicity work on consumer rights protection in banks. 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.
Summary of the publicity work on the protection of consumers' rights and interests in banks V. Completion of major work
(1) Improve the system of protecting consumers' rights and interests.
First, sort out the customer complaint management mechanism and processing flow, and revise the bank-wide customer complaint management measures; Second, the Code of Conduct for the Protection of Consumers' Rights and Interests was formulated and issued, which clarified the commercial code of conduct and standards that employees of the whole bank must follow, and provided institutional guarantee for better safeguarding the legitimate rights and interests of consumers; Third, the Emergency Plan for the Protection of Consumer Rights and Interests was formulated and issued, and the consumer rights and interests protection system of the whole bank was improved.
(two) to refine the management and assessment of consumer rights protection, and optimize the product service management and complaint handling mechanism.
First, the "Notice on Strengthening the Protection and Management of Consumer Rights and Interests" was formulated and issued, which clarified the specific work content and requirements of consumer rights and interests protection; Second, jointly with the Ministry of Human Resources, we issued the Notice on Adding Management Posts for Consumer Rights Protection in the Retail Banking Department of Branches, and determined the framework system of three-level linkage institutions for consumer rights protection. Third, the content of consumer protection work will be included in the annual branch target responsibility system assessment and line assessment, special assessment methods will be formulated, and the assessment content will be refined, and branches will be assessed every quarter; Fourth, combined with the inspection of retail business in the second half of the year, we carried out the inspection of consumer rights protection, carried out the self-inspection of consumer rights protection in accordance with regulatory requirements, and submitted the self-inspection report; Fifth, actively communicate with R&D department and add relevant contents of consumer protection in product innovation management measures; Sixth, analyze the customer complaints of the whole bank every quarter and inform the whole bank on the office platform; Seventh, independent research and development of the "* * bank customer complaint management platform" system to realize online circulation and systematic, procedural and standardized management of complaint handling. At present, the system has been officially launched and put into use, further improving the efficiency of handling customer complaints.
(3) Strengthen the publicity and education on consumer rights protection, and strengthen the awareness of consumers' rights protection of employees of the whole bank.
First, a series of publicity and education activities were organized. In March, a special publicity campaign of "3. 15 Financial Consumer Rights Day" with the theme of "Rights, Responsibilities and Risks" was launched. From June to August, the special publicity activities of "Financial Knowledge Miles" with the monthly themes of "Monetary and Financial Knowledge Publicity Month", "Personal Credit Information Publicity Month" and "Telecommunication Network Fraud Prevention Publicity Month" were continuously launched. In September, the activities of "Financial Knowledge Entering Thousands of Households" and "Financial Knowledge Popularization Month" were launched. During the activity, branches continued to publicize financial knowledge through various ways and channels such as online consultation, community publicity, school publicity, rural publicity and media publicity, and achieved good results. In addition, we also actively carry out special publicity activities: put "financial knowledge into school" into practice and teach financial knowledge in Hefei No.8 Middle School; Co-organized with Anhui Story Broadcasting "Anhui Citizens' Public Welfare Culture Festival" 20 16, which combined the protection of consumers' rights and interests with the activity of "financial knowledge entering thousands of households" to carry out public welfare publicity. Second, organized and carried out training related to consumer rights protection. In May, professional teachers were invited to train the lobby managers and wealth management managers of the whole bank on consumer rights protection knowledge; In February, 65438, a systematic operation training was given to the complaint handling personnel of the whole bank for the newly launched "Customer Complaint Management Platform System". Through training, employees' awareness of consumer protection and business skills have been effectively improved.
Second, the main work highlights
(1) Improve complaint management, optimize complaint handling mechanism, and build a "customer complaint management platform" system.
In terms of institutional system, the organizational structure and responsibilities of customer complaint management are further clarified by formulating the Measures for the Administration of Customer Complaints in * * Banks, the complaint handling process and mechanism are optimized, and the handling and tracking management of consumer complaints are improved. In terms of system construction, in order to further improve the efficiency of customer complaint handling, innovate complaint handling methods, strengthen complaint supervision and tracking management, and standardize complaint handling standards in all aspects, the bank independently developed the "* * Bank Customer Complaint Management Platform System", which can realize systematic, procedural and standardized management of customer complaint handling, and the system has been officially put into use.
(2) Actively carry out publicity and education activities on consumer rights protection, which is highly praised by the regulatory authorities.
Under the correct leadership of the regulatory authorities, the Bank organized the "Financial Knowledge Entering Every Family" publicity and service month on September 20 16. Through centralized publicity day, online publicity, community publicity, school publicity, corporate publicity, rural publicity, media publicity and special publicity of "Public Welfare Culture Festival", the Bank has extensively carried out publicity and education on public financial knowledge, effectively improving the public's financial knowledge level and the Bank's social visibility. During the activity, the supervision team of CBRC came to our bank to conduct on-site supervision, and fully affirmed our activities.
Three. Main work arrangements for 20xx years
In 20xx, our department will continue to do a good job in protecting consumers' rights and interests with the goal of obtaining excellent evaluation from the regulatory authorities, according to the evaluation methods of consumer rights and interests protection work of the regulatory authorities.
(1) Strengthen the management of products and services that protect consumers' rights and interests.
We will continue to improve the system of protecting consumers' rights and interests, optimize the management mechanism of product and service access, clarify the content of protecting consumers' rights and interests in the approval stage of product and service access through system revision and improvement, further enrich the content and form of product and service risk disclosure, and implement the principles of product sales transparency and hierarchical management.
(2) Strengthen internal assessment, supervision and management.
Strengthen the internal assessment management of consumer rights protection, strictly implement assessment standards, implement branch assessment management on a quarterly basis, and report assessment results in real time; Supervise branches to carry out consumer rights protection work, fully combine assessment with supervision and inspection, and promote the effective development of consumer rights protection work.
(3) Continue to handle customer complaints.
According to the relevant provisions of the Complaint Management Measures, we will continue to handle customer complaints and strive to improve customer satisfaction. First, pay attention to customer complaints: take seriously the customer opinions and complaints fed back from various channels, especially the problem of centralized customer complaints, and attach great importance to it. Find out the reasons from the perspective of self-management, take effective measures to rectify, and specially study and formulate corresponding measures to minimize customer dissatisfaction and complaints. The second is to strengthen the notification and assessment mechanism: regularly report customer complaints and strengthen tips, early warnings and warnings; At the same time, the customer satisfaction rate and processing time limit are effectively incorporated into the employee performance appraisal system to promote the continuous improvement of service level. Third, do a good job in education and training: strengthen the education of employees' awareness of consumer rights protection, continuously improve employees' attention to consumer rights protection, and improve their professional quality and service level.
(4) publicity and education
According to the requirements of the regulatory authorities, continue to organize and carry out publicity activities such as "financial knowledge into thousands of households" and "financial knowledge into villages, communities and schools"; At the same time, based on banks, focusing on promoting public welfare and serving people's livelihood, we will carry out distinctive publicity and education activities on consumer rights protection.
(5) Business cooperation
Strengthen the cooperation and cooperation of relevant internal business departments to promote the improvement of products and services; Strengthen the exchange of learning between peers and communication with regulatory authorities, learn from each other's strengths, innovate, and implement the working principle of "collaborative disposal".